CRM Method for Power Supply Enterprises Based on Analysis of Utility and Customers_ Credit and Multistage Fuzzy Evaluation

摘要

As the major customers can choose power supply enterprises independently in electric power marketplace, the enterprises are forced to have to implement CRM, abbreviation for customer relationship management which is an important method of controlling the major customers to prevent their loss. While, in order to making the implementation of CRM more effectively, a problem on how to make a choice of the stimulation method depending on the need of electricity customers needs to be resolved by electricity power supply enterprises. This paper is on the basis of utility theory and multistage fuzzy evaluation, classifying major customers by analyzing and evaluating the level of the customers'' credit and the utility of different stimulation methods on different electricity customers, and putting forward the stimulation method for the electricity power supply enterprises to implement CRM. At the end of this paper, this method is confirmed to be reasonable with a simulation example.