| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-8页 |
| LIST OF ABBREVIATIONS | 第8-20页 |
| Chapter 1 Introduction | 第20-27页 |
| 1.1 Research Background | 第20-22页 |
| 1.2 Research Purpose and Significance | 第22-25页 |
| 1.3 Research Idea and Methodology | 第25-27页 |
| Chapter 2 Literature Review | 第27-41页 |
| 2.1 The Conception of Customer Relationship Management | 第27-30页 |
| 2.1.1 The Definition of Customer Relationship Management | 第27-28页 |
| 2.1.2 The Characteristics of Customer Relationship Management | 第28-29页 |
| 2.1.3 The Main Content of Customer Relationship Management | 第29-30页 |
| 2.2 The Basic Theory System of Customer Relationship Management | 第30-35页 |
| 2.2.1 The Theory System of Customer Value Evaluation | 第30-32页 |
| 2.2.2 The Theory System of Customer Loyalty Cultivation | 第32-33页 |
| 2.2.3 The Theory System of Customer Life Cycle | 第33-35页 |
| 2.3 Research on Customer Relationship Management at Home and Abroad | 第35-36页 |
| 2.4 Customer Relationship Management in Power-supply Enterprises | 第36-41页 |
| 2.4.1 The Characteristics of Electric Products | 第36-37页 |
| 2.4.2 The Characteristics of Electricity Customers | 第37-38页 |
| 2.4.3 Characteristics of Customer Relationship Management inPower-supply Enterprises | 第38-41页 |
| Chapter 3 Case Description | 第41-50页 |
| 3.1 Enterprise Background | 第41-46页 |
| 3.1.1 Overview of S County Power Supply Bureau | 第41页 |
| 3.1.2 S Marketing Organization of S County Power Supply Bureau | 第41-43页 |
| 3.1.3 The Marketing Business of the S County Power Supply Bureau | 第43-46页 |
| 3.1.3.1 The Expansion of Electricity Business | 第43-44页 |
| 3.1.3.2 Customer Service | 第44页 |
| 3.1.3.3 The Management of Measuring Electric Energy | 第44-45页 |
| 3.1.3.4 Electricity Charge Management | 第45-46页 |
| 3.2 The Current Situation of Customer Relationship Management in the SCounty Power Supply Bureau | 第46-50页 |
| 3.2.1 The Basic Information of Customers | 第46-47页 |
| 3.2.2 Customer Extension Services | 第47-49页 |
| 3.2.3 the Information System of Customer Relationship Management | 第49-50页 |
| Chapter 4 Case Analysis | 第50-63页 |
| 4.1 Questionnaire Investigation | 第50-53页 |
| 4.1.1 The Objective of Questionnaire Investigation | 第50页 |
| 4.1.2 The Models of Questionnaire Investigation | 第50页 |
| 4.1.3 The Objects of Questionnaire Investigation | 第50-51页 |
| 4.1.4 The Methods of Questionnaire Investigation | 第51页 |
| 4.1.5 The Content of Questionnaire Investigation | 第51-53页 |
| 4.2 Result Analysis | 第53-60页 |
| 4.2.1 The Overall Results of Questionnaire Investigation | 第53-54页 |
| 4.2.2 The Results Analysis of Questionnaire Investigation | 第54-60页 |
| 4.2.2.1 The Low Stability of Voltage Quality | 第54-56页 |
| 4.2.2.2 The Business Handling Lasts Long Period and Has Too ManyApproval Processes | 第56-57页 |
| 4.2.2.3 The Customer Communication Effect is Bad | 第57-59页 |
| 4.2.2.4 The Satisfaction of Processing Business, Customer Issues isLow | 第59-60页 |
| 4.3 The Summary of Questionnaire Investigation | 第60-63页 |
| Chapter 5 The Solution | 第63-76页 |
| 5.1 The Overall Goal of the S County Power Supply Bureau | 第63页 |
| 5.2 The Customer Value Evaluation Management Strategy of the S CountyPower Supply Bureau | 第63-67页 |
| 5.2.1 The Customer Segmentation of the S County Power Supply Bureau | 第63-65页 |
| 5.2.2 The Coping Strategy Based on Customer Segmentation | 第65-67页 |
| 5.3 The Customers’ full Life Circle Management Strategy of the S County PowerSupply Bureau | 第67-70页 |
| 5.4 The Customer Relationship Promotion Strategy of the S County PowerSupply Bureau | 第70-71页 |
| 5.5 The Customer Relationship Management System Optimization Suggestionsof the S County Power Supply Bureau | 第71-76页 |
| 5.5.1 The Enterprise Application System Integration | 第71-73页 |
| 5.5.2 The Use of Data Mining for Data Analysis | 第73-76页 |
| 5.5.2.1 The Conditions of Data Mining Applied in CustomerRelationship Management System | 第73-74页 |
| 5.5.2.2 The Application of Data Mining in Customer RelationshipManagement System | 第74-76页 |
| Chapter 6 Summary | 第76-78页 |
| 6.1 Research Conclusion | 第76页 |
| 6.2 The Limitations of Research and Prospect of Future Research | 第76-78页 |
| 6.2.1 The Limitations of Research | 第77页 |
| 6.2.2 The Prospect of Future Research | 第77-78页 |
| REFERENCE | 第78-80页 |
| APPENDIX | 第80-81页 |
| 附件 1:供电局客户满意度调查问卷 | 第80-81页 |
