第三方物流企业客户关系管理体系

【Abstract】wWw.shuoshilunwen.com With the arrival of the new economic era, customer becomes more essential to business success and company’s profits than ever, attracting customers succesully means a grasp of market enables enterprises change from the strategic "products as the center" to "customer-centric". The customer relations management makes the enterprise to strengthen the core competitiveness, to expand the market size, to accelerate the promotion of operation efficiency, to the succesul management and operation pattern. How to differentiate the customer value becomes a question must be solved. How to understand the customer demand, how to subdivide the different customer, how to act according to the different value of the customer to he custom-made the different service strategy, how to maintain the customer relations and enhance the customers’ degree of satiaction? The customer relations management (CRM) is precisely the answer.First, starts from the concepts of relational marketing, customer value distinguished , customer relations management and so on, in the view of the third-party logistics distribution enterprise’s management characteristic, with the three dimensions: the customer value management, the delivery service management, the degree of customer satiaction, enterprises could construct the CRM frame, plane establish quality synthetic evaluation system, seek to grasp the idea of enterprises’ present situation as a whole, seek for the bottleneck of the restriction that restrained enterprises’ operation efficiency, to find the way that enhance the physical distribution ability reaching to the goal. Finally, this paper takes HG International Physical Distribution Company as a case, it takes the customer value management, the service management, the degree of satiaction management synthesizes the application as the main body of CRM system, promotes the CRM system’s application value.