Customer Relationship Management in the Context of Power Sector Reform

Author: Cao Baoqing
Publisher:
Publish Date: 2004-11-02
Features: This book closely focuses on the current and future key priorities of quality service in the State Grid Corporation of China system. It provides an in-depth discussion on the corporate informatization strategy and customer service strategy under the new context of power sector reform. From the perspectives of management innovation, technological innovation, and service innovation, it elaborates in detail on the changes in customer service concepts under the market economy, the restructuring of internal organizational structures and business processes, and the specific applications of power customer relationship management systems. The book also looks ahead to cutting-edge technologies in modern customer service centers and comprehensively summarizes the construction and operational experience of the Customer Service Center of Shandong Power Group Corporation.