Customer Relationship Management in the Context of Power Sector Reform

Author: Qiao Baoqing, Zhou Zunguo
Publisher:
Publish Date: 2004-12-01
Features: This book focuses on the current and future key priorities of high-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 reforms. From the perspectives of management innovation, technological innovation, and service innovation, it elaborates in detail on the specific applications of power customer relationship management systems, including changes in customer service concepts under the market economy, restructuring of internal organizational structures and business processes. The book also looks ahead to cutting-edge technologies in modern customer service centers, comprehensively summarizes the construction and operation experience of the customer service center of Shandong Power Group Corporation, and explores the relationship between CRM and other information systems in the company. The content is rich and detailed, with all the discussed material derived from practical engineering experiences, making it highly practical and instructive. This book serves as a reference for decision-makers in power companies, planners of power information systems, power customer service staff, and IT personnel. The authors are frontline technical management personnel and engineering technicians with years of experience in the construction and operation of power customer service centers. They have conducted long-term exploration and innovation in the field of power customer service systems, achieving fruitful results. The related scientific and technological project "Shandong Power Group Corporation Customer Service Data and Voice Information Processing System" won the second prize of the National Science and Technology Progress Award in October 2001 and the first prize of Shandong Province Science and Technology Progress Award in December 2000.