基于客户契合管理的电力装备企业客户服务体系构建研究

Study on the Construction of Customer Service System of Power Equipment Enterprises Based on Customer Engagement Management

借鉴传统的客户契合理论,结合电力装备企业的业务特征,提出了行为契合、情感契合、共赢契合、战略契合的“四维契合”模型。从统一服务界面、构建客户服务画像、推进产销研协同服务等方面推动模型的建设与应用,以为客户提供高契合度的服务与产品,提升客户的满意度。

With reference to the traditional customer engagement theory,combined with the business characteristics of power equipment enterprises,the"four-dimensional engagement"model of behavioral engagement,emotional engagement,win-win engagement and strategic engagement is proposed.It proposes to promote the construction and application of the model in terms of unifying the service interface,building customer service portraits and promoting collaborative services between production,sales and research,etc.,thus providing customers with highly compatible services and products as well as enhancing customer satisfaction.