电力需求侧管理2016，Vol.18Issue(z1)：20-22,3.DOI:10.3969/j.issn.1009-1831.2016.S1.008
基于投诉价值模型的供电企业服务管理探究
Research on service management of power supply enterprise based on the value model of complaint
孔旭锋 1毛倩倩 2王庆娟 3周思刚 4陆沈雄4
作者信息
- 1. 国网浙江宁波市鄞州区供电公司，浙江 宁波 315100
- 2. 国网浙江象山县供电公司，浙江 象山 315700
- 3. 浙江省宁海县供电公司，浙江 宁海 315600
- 4. 浙江华云信息科技有限公司，杭州 310000
- 折叠
摘要
Abstract
Complaints management is customer relationship management (CRM) module in the core part of the management, is an important part of enterprise service management, especially for customer retention management. Through mining the value of cus⁃tomer complaints, the use of investment value. mining technology, employee portrait technology and customer complaint psychology research, from the complaint channel management, complaint han⁃dling process, complaint information analysis, complaints value⁃added services four aspects, it constructs the model of the value of power supply enterprises complaints, effectively improves the com⁃plaints risk prediction. It provides support for optimization of cus⁃tomer retention management.关键词
投诉价值模型/服务管理/客户维系管理/员工画像技术Key words
complaint value model/service management/cus-tomer retention management/employee portrait technology分类
管理科学引用本文复制引用
孔旭锋,毛倩倩,王庆娟,周思刚,陆沈雄..基于投诉价值模型的供电企业服务管理探究[J].电力需求侧管理,2016,18(z1):20-22,3.
