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客户是企业利润的来源,是稀缺的市场资源,如何有效地拥有和控制客户资源将成为供电企业必须思考的问题。作为公益事业和作为赢利主体双重性质的供电企业,建立良好的客户关系成为企业经营过程中的当务之急。本文从转变观念、服务理念、建立客户关系的管理信息平台和健全客户沟通互动的方式等方面,对供电企业客户关系管理的措施提出了一些建议。
Customer is the source of corporate profits, is a scarce market resources, how to effectively control and control customer resources will become the power supply companies must think about. As a public welfare undertaking and a power supplier with dual nature as a main body of profit, setting up a good customer relationship has become a top priority in the business operation. This article puts forward some suggestions on measures of customer relationship management in power supply enterprises from the aspects of changing concepts, service concept, establishing customer relationship management information platform and perfecting the way of customer interaction.