基于投诉价值模型的供电企业服务管理探究

Research on service management of power supply enterprise based on the value model of complaint

投诉管理是客户关系管理(CRM)模块中的核心管理环节,也是企业服务管理的重要环节之一,尤其是对于客户维系管理(Retention management)起到重要的作用。本文通过对客户投诉价值挖掘,利用投诉价值挖掘技术、员工画像技术和客户投诉心理研究等将投诉渠道管理、投诉处理流程、投诉信息分析、投诉增值服务四方面构建供电企业投诉价值模型,有效提高投诉风险预测,优化客户维系管理提供支撑。

Complaints management is customer relationship management（CRM） module in the core part of the management,enterprise service management is an important part of,especially for customer retention retention management plays an important role.Through mining the value of customer complaints,the use of investment value v.mining technology,employee portrait technology and customer complaint psychology research the complaint channel management,complaint handling process,complaint information analysis,complaints value-added services four aspects to construct the model of the value of power supply enterprises complaints,effectively improve the complaints risk prediction,optimization of customer retention management to provide support.