Customer Relationship Management
PEA’s core mission, which has seen steady customer relationship management (CRM) development, is to provide electrical services to meet the needs of customers and fulfill their desire for quality and services. As of this year, PEA has a total customer base of approximately 22.01 million, representing a 1.55% increase (or 0.34 million) over the previous year. The breakdown is 0.45% for the major customer group; 96.69%, retail customer group; and 2.86%, public sector group. At PEA, we manage relationship-building, service platform development, upgrading of standard, security, and reliability with digital technology under a customer-centric approach. The intention is to grow the efficiency of existing systems while evolving new businesses consistent with prevailing circumstances and satisfy customers’ expectations in parallel with sustainable development of the organization, quality of life, economy, and society.
Develop a master plan for the management of customers and marketing, 2021-2025 (revision 2, 2023), as CRM guidance. Four operating strategies are in place. First, develop digital services for customers’ satisfaction. Second, maintain and upgrade service standards. Third, focus on establishing good relations and keeping the key account base. Fourth, develop related/ downstream businesses for improved organizational performance.
