Hierarchy analysis of customer relationship management of power supply enterprises

Customer relationship management (CRM) is a symbol of informatization and modernization of enterprise management. Because different enterprises supply different products or services with different levels of management informatization, their CRM operations will show great differences. The power supply enterprises will conduct CRM differently from other enterprises because they supply products and services meeting the long-term and essential production and life needs, with a fixed, closed and lasting relationship between the enterprises and their customers, and as a public utility, they enjoy monopoly to some extent. This paper proposes that according to the particular feature of the power supply enterprises, it is necessary to make a thorough analysis of their CRM in terms of operation, analysis and conception. This analysis will reveal the targets for their CRM, the content of the customer information, the process of collecting the information, information processing and the CRM benefits, providing an insight into the difference for the researchers, suppliers and user of CRM, improving the modernization of these enterprises by a more effective CRM operation.