摘要
通过对客户关系管理形成背景和客户关系管理体系结构的描述,分析了从信息管理转变为知识管理的必要性和途径。提出了供电企业在厂网分开和电力市场化改革的大环境下,进行客户资源的整合和挖掘,实施客户关系管理系统,形成电力营销决策支持体系的方法及其带来的作用。阐明了系统成功实施必须注意的4个关键点。
Through statement of the background and system configuration of the Customer Relationship Management(CRM),This paper analyses the approach of transformation from information management to knowledge management,puts forward the method for power supply enterprise to put in practice the CRM and its benefit by mining its customer resources and forming the support system for power marketing decision-making.It also addresses the four key points that should be considered in order to carry out with success.
出处
《电力需求侧管理》
2004年第2期19-21,共3页
Power Demand Side Management
