济南地区电力客户服务管理研究
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摘要
本文针对济南地区电力客户关系管理的现状,分析电力客户的用电特点,进行了电力客户服务管理的具体研究,具体内容包括:1、根据国内外关于现代营销理论和客户关系管理理论,针对电力行业的现状,阐述了济南供电公司进行客户服务管理的重要意义。2、研究济南地区电力用户的用电特点并根据电力用户的个性特征运用因子模型对用户进行分类,实现客户分类管理在客户服务管理中的应用。3、根据济南地区电力用户的客户信息,运用多层次模糊综合评价法对客户满意度进行综合评价。4、运用模糊聚类技术(FCM算法)对济南供电公司的潜在客户进行识别挖掘。
In view of the Jinan area electric power customer relationship management present situation, the article analyzes electric power customers’electricity consumption characteristic, and concretely researches electric power customer service management. Main contents are as follows: 1) According to domestic and foreign about modern marketing theory and customer relationship management theory, and the electric power industry status, elaborates the vital significance to carry on the customer service management in Jinan electric power company. 2) Studies the use electricity characteristic of Jinan area electric power customs and apply factor model to carry on the classification based on the electric power customs' personality characteristic, finally realizing the customer service management application of customer classification management. 3) According to the Jinan area electric power user's customer information, utilizes multilevel fuzzy comprehensive evaluation to carry on comprehensive evaluation to the customer satisfaction. 4) Identify and mine the potential customer of the Jinan electric power company by fuzzily cluster method (FCM algorithm).
In view of the Jinan area electric power customer relationship management present situation, the article analyzes electric power customers’electricity consumption characteristic, and concretely researches electric power customer service management. Main contents are as follows: 1) According to domestic and foreign about modern marketing theory and customer relationship management theory, and the electric power industry status, elaborates the vital significance to carry on the customer service management in Jinan electric power company. 2) Studies the use electricity characteristic of Jinan area electric power customs and apply factor model to carry on the classification based on the electric power customs' personality characteristic, finally realizing the customer service management application of customer classification management. 3) According to the Jinan area electric power user's customer information, utilizes multilevel fuzzy comprehensive evaluation to carry on comprehensive evaluation to the customer satisfaction. 4) Identify and mine the potential customer of the Jinan electric power company by fuzzily cluster method (FCM algorithm).
引文
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[2] 王广宇. 客户关系管理方法论. 北京:清华大学出版社,2004.9
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[21] 李雄习,李军.数据挖掘与知识发现.北京:高等教育出版社,2003. 10~11
[22] 李丙春,耿国华.数据仓库与数据挖掘在电信中的应用新疆大学学报:自然科学版 2002,19(3):359~360
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[25] 黄桂华.电力服务营销初探.中国电力企业管理.2002,7:32~34
[26] 丁 荣 . 客 户 服 务 中 心 系 统 在 北 京 供 电 公 司 的 应 用 . 华 北 电 力 技 术 ,2002,6:25~28
[27] 王乐球等.电力行业客户服务中心模型研究.现代计算机,2002,1:7~12
[28] 刘宇,郭荷清.针对领域的可重用构件库的实现.微型电脑应用,1999(11)
[29] 蔡智明,刘宗田.构件复用的 Web 化支撑模型研究.电子学报,2000(3)
[30] 胡永宏,贺思辉.综合评价方法.北京:科学出版社,2000.10
[31] 刘明星.供电企业营销效果指标评价:[硕士学位论文].北京:华北电力大学(北京)经济管理学院,1999
[32] XML 中国论坛,http://study.hd.gov.cn/xmlcxjj/xmlbook/new_page-l .htm
[33] John W.Gosney, Thomas P.Boehm , Customer Relationship Management Essential,Prima Publishing, 2000
[34] Bob E.Hayes, Measuring Customer Satisfaction, Wisconsin ASQ Quality Press,l997
[35] John Anton,Customer Relationship Management, New Jersey Prentice Hall, 1995
[36] David C.yen,Shi-Ming Huang,The impact and implementation of XML on business-to-business commerce, Compute Standards &Interfaces, 2002
[37] Aziz,Emanuel,Lawom. Bank prediction: an investigation of cash flow based models. Journal of Management Studies,1988,25(5):419~437
[38] Laitinen EK,Chong HG.Early-warning system for crisis in SMEs:Preliminary. Evidence from Finland and the UK. Journal of Small Business and Enterprise Development,1999,1:89~102
[39] Richard Morris. Early Warning Indicators of Corporate Failure:A Critical Review of Previous Research and Further Empirical Evidence,Ashgate Publishing Ltd,1997:12~16
[2] 王广宇. 客户关系管理方法论. 北京:清华大学出版社,2004.9
[3] 董金祥,陈刚,尹建伟. 客户关系管理 CRM. 杭州:浙江大学出版社,2002.12
[4] 袁海波,丁源. 企业客户关系管理. 北京:科学出版社,2004
[5] Brown, Stanley A. Customer Relationship Management: A strategic imperative in the world of an e-business. Ontario: John Wiley & Sons Canada Ltd, 2000
[6] Kathleen Cholewka, CRM: The failures are your fault. Sale and Marketing Management, Jan, 2002
[7] Julie Abbott, Merlin Stone, Francis Buttle. Customer relationship management in practice. Journal of database marketing, 2001, 9
[8] Michael. 客户关系管理研究(上)(下). 中国营销传播网,2001.3
[9] 程伟,赵庆华.客户分类管理在电力客户服务中的应用.华东电力,2003,32(7):27~30
[10] 吴运生,电力企业的服务营销,中国电力企业管理,2002, 1~21
[11] 朱海.客户关系管理中的客户价值及客户组合研究:(硕士学位论文).天津:河北工业大学,2002
[12] 史威福特.客户关系管理一加速利润和优势提升,北京:中国经济出版社,2001. 36~38
[13] Woodruf RB.Customer value:The next Source for competivie advantage.Journal of the Academy of Marketing Science,1997,25(2):139~153
[14] 唐晓芬.客户满意度测评.上海: 上海科技出版社,2001: 25~30
[15] 尹毅夫. 电力客户服务管理. 北京: 人民出版社,1999: 120~130.
[16] 邹小燕.电力行业用户满意度指数模型的构建与测算,电力需求侧管理,2003,5 (1): 30~34
[17] 张新安、田澎、张列平,客户满意度测评模型,系统工程理论方法应用,2002.9 (11): 248~252
[18] 王卫东,汪纯孝,岑成德. 期望,需要,服务实绩与客户满意程度关系的实证研究.南开管理评论,1999, (1): 13~17
[19] 李良,数据挖掘技术——模糊聚类分析在客户关系管理中的应用
[20] 陈远,高卜.基于数据挖掘的客户价值管理研究:[硕士学位论文].杭州:浙江大学,2002
[21] 李雄习,李军.数据挖掘与知识发现.北京:高等教育出版社,2003. 10~11
[22] 李丙春,耿国华.数据仓库与数据挖掘在电信中的应用新疆大学学报:自然科学版 2002,19(3):359~360
[23] 王扶东,朱云龙,薛劲松等.基于数据挖掘的客户关系分析评价系统,东南大学学报(哲学社会科学版),2002,4(10 增刊):99~102
[24] 董听.电力企业客户服务中心系统建设.电力系统自动化,2000,24(19):54~58
[25] 黄桂华.电力服务营销初探.中国电力企业管理.2002,7:32~34
[26] 丁 荣 . 客 户 服 务 中 心 系 统 在 北 京 供 电 公 司 的 应 用 . 华 北 电 力 技 术 ,2002,6:25~28
[27] 王乐球等.电力行业客户服务中心模型研究.现代计算机,2002,1:7~12
[28] 刘宇,郭荷清.针对领域的可重用构件库的实现.微型电脑应用,1999(11)
[29] 蔡智明,刘宗田.构件复用的 Web 化支撑模型研究.电子学报,2000(3)
[30] 胡永宏,贺思辉.综合评价方法.北京:科学出版社,2000.10
[31] 刘明星.供电企业营销效果指标评价:[硕士学位论文].北京:华北电力大学(北京)经济管理学院,1999
[32] XML 中国论坛,http://study.hd.gov.cn/xmlcxjj/xmlbook/new_page-l .htm
[33] John W.Gosney, Thomas P.Boehm , Customer Relationship Management Essential,Prima Publishing, 2000
[34] Bob E.Hayes, Measuring Customer Satisfaction, Wisconsin ASQ Quality Press,l997
[35] John Anton,Customer Relationship Management, New Jersey Prentice Hall, 1995
[36] David C.yen,Shi-Ming Huang,The impact and implementation of XML on business-to-business commerce, Compute Standards &Interfaces, 2002
[37] Aziz,Emanuel,Lawom. Bank prediction: an investigation of cash flow based models. Journal of Management Studies,1988,25(5):419~437
[38] Laitinen EK,Chong HG.Early-warning system for crisis in SMEs:Preliminary. Evidence from Finland and the UK. Journal of Small Business and Enterprise Development,1999,1:89~102
[39] Richard Morris. Early Warning Indicators of Corporate Failure:A Critical Review of Previous Research and Further Empirical Evidence,Ashgate Publishing Ltd,1997:12~16