电力企业客户细分模型研究

通过客户细分,可以帮助电网公司更为准确地掌握用电客户差异化服务的业务需求,协助提供符合实际需要的主动服务,最终取得提升客户用电体验满意度和降低电网公司服务成本的成效。从电网公司用电客户细分现状与应用需求出发,结合广东电网客户细分的各类应用场景,提出了基于客户价值区间的客户细分、K-Means聚类客户细分与基于决策树的客户细分三种细分模型,研究并创新性构建了细分模型从目标群体选择、细分模型层级管理到细分结果的深度分析总结三步客户细分机制,为电网公司个性化优质服务策略的制定奠定了基础。

Research on customer segmentation model of power enterprise

The customer segmentation can help power grid companies to grasp business needs of the differentiated services for customers more accurately,provide the active service for the customers according to the actual needs,ultimately improve satisfaction of the electric customers and reduce service cost effectively. Proceeding from the electricity enterprise customer seg-mentation situation and application requirements,three customer segmentation models（model based on customer value range,K-Means clustering model of customer segmentation and model based on decision tree） are put forward on the basis of combina-tion of various scenarios of Guangdong Power Grid customer segmentation. A three-step customer segmentation mechanism of tar-get group selection,segmentation model hierarchical management and depth analysis of the segmentation results was built, which laid the foundation for the policy formulation of the personalized first-rate services from power grid companies.