综合价值评估法在电力企业客户细分中的应用 |
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引用本文: | 宋才华,蓝源娟,王永才,翟鸿荣,李滨涛.综合价值评估法在电力企业客户细分中的应用[J].电子设计工程,2014(12):111-113,116. |
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作者姓名: | 宋才华 蓝源娟 王永才 翟鸿荣 李滨涛 |
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作者单位: | [1] 佛山供电局 ,广东 佛山 528000 [2] 烟台海颐软件股份有限公司 ,山东 烟台 510700 |
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摘 要: | 对电力客户进行细分,有助于电力企业更好的了解客户,为电力客户制定差异化服务策略,最大程度满足客户需求,达到公司、客户双赢局面。因此文中运用客户综合价值评估方法建立了客户细分模型,构建了基于客户综合价值的细分指标体系,运用熵权法和专家经验相结合的方式得出指标的综合权重,最终得出细分结果,为供电局制定个性服务策略提供辅助支撑。
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关 键 词: | 客户细分 综合价值评估 熵权法 差异化服务 |
Application of synthetic value valuation method in power enterprise customer segmentation |
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Affiliation: | SONG Cai-hua, LAN Yuan-juan, WANG Yong-cai, ZHAI Hong-rong, LI Bing-tao ( 1. Foshan Power Supply Bureau ,Foshan 528000, China; 2. Yantai Sea Rhythm Software Co., LTD, Yantai 510700, China) |
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Abstract: | Subdivided for electricity customers, helps power enterprises better understand customers , develops differentiated service strategy for electricity customers, maximum extent to meet customer needs, to achieve company, customer win-win situation. In this paper, the use of customer synthetic value valuation method to establish a customer segmentation model , constructed a segmentation index system based on the customer synthetic value valuation , the use of a combination of Entropy Method and expertise to derive indicators integrated weights, and ultimately arrive the subdivision results, provide auxiliary support for the power supply bureau developing personalized service strategy. |
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Keywords: | customer segmentation comprehensive valuation entropy method differentiated services |
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