Building the omnichannel business platform for the electric power marketing and integrating all online service resources, with the features of customer aggregation, business integration and data sharing, are an inevitable pathway for the power grid enterprise to establish the customer-centric modern service system and realize its digital transformation strategy. The overall architecture of the omnichannel business platform is proposed and the detailed design for the eight shared service centres are given respectively for user centre, ticket centre, electronic bill centre, payment centre, order centre, points centre, online customer service centre, and messaging centre. Some typical application scenarios are described to illustrate the internal working mechanism of the shared service centres and the cooperation mechanism among them, such as management of comprehensive energy business, online interaction service for the electric power customer, and instant messaging delivery. The key technology applications and practices are discussed for the implementation of the business platform, such as improving data processing capabilities, building integrated services with fast response, and developing digital operational capabilities. The development prospects of the business platform are concluded finally, whose service centres would be gradually be evolved into an important component of the strategic business platform for the power grid enterprise by continuously precipitating the business capabilities and establishing the competent service centres.

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With the increasing numbers of Facebook fan-page users, finding information based on their interests has become difficult, and fan-page managers are challenged as they try to understand the needs of these users. To understand their needs and preferences and increase the effectiveness of fan-page marketing, we use two-step clustering to group 42,953 Facebook fan-page users. The results of our study show seven clusters, each with different key characteristics. We label them as lurk, informational, health and beauty, visual lady, intellectual reader, consumption and shopping, and highly active fans. One of our objectives in this paper is to help fan-page managers use our results to target users and to draft management strategies.

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