CRM Research Based on Knowledge Management in Electric Power Enterprises
Hanbin Wang · Ke-ji guanli yanjiu · 2013
With the institutional reform of the electric power industry,enterprises have to implement customer relationship management(CRM) strategy,promoting the power consumption management for the customer knowledge management.The paper puts forward the conceptual framework of customer knowledge management,which starts from the customer knowledge acquisition to sharing and use,and proposes the application mode on CRM in electric power enterprises.One of the research objectives is to construct the CRM architecture based on knowledge management(KM),expounding the collaborative function of CRM subsystems.In addition,the CRM information platform realizes the integration and conversion of customer data and further transforms it into shared customer knowledge,and thus to spport business decision-making.