摘要
体制改革打破了供电企业的垄断地位,使得客户成为价值链中最活跃、最重要的环节,供电企业若想在未来更为激烈的竞争中获得可持续发展的核心竞争力,就必须建立自己的CRM系统;供电企业实施客户关系管理时必须以为客户服务为出发点,以客户满意为终点,建立客户服务监督机制,不断提高为客户服务的能力和水平。
The system reform has broken up the monopoly of power enterprises thus making the customer the most active part in the value chain. In order to be more competent in the sustainable development in the future, power enterprises are expected to establish the customer relationship management with customer-centered service and customer-contented orientation by setting up service oversight mechanisms and promoting the service level.
出处
《西安建筑科技大学学报（社会科学版）》
2010年第1期19-23,共5页
Journal of Xi'an University of Architecture & Technology(Social Science Edition)
关键词
客户关系管理
需求侧管理
核心竞争力
供电企业
customer relationship management
demand side management
core competence
power enterprises
