摘要
文章对供电企业在客户服务方面的现状进行了深入分析,并在此基础上,发现企业内部服务中还存在许多缺陷,不能满足人们追求高质量生活的需求,提出了一个新的服务理念———客户关系管理;从客户关系管理的概念、客户关系管理可实现的功能及实施客户关系管理、对供电企业的意义进行了详尽的论述;进而又对供电企业用电结构进行了分析,建立了客户关系管理模型,并对供电企业实施客户关系管理提出了一些建议。
The paper analyses the customer service situation of power supply enterprise, it exists lots of defect in enterprise internal service, and it can not satisfy the demand of people＇s pursuing high quality life, thus brings forward the new service idea - customer relationship management. The paper briefly discusses the concept, the realizable function of customer relationship management and the meaning of actualizing customer relation management of power supply enterprise, then analyses the power supply structure of power supply enterprise, builds the model of customer relationship management, and brings forward some advice to actualize the customer relationship management＇ s enterprise.
出处
《青海电力》
2006年第3期11-15,共5页
Qinghai Electric Power
关键词
供电企业
客户服务
客户关系管理
power supply
customer service
customer relationship management
