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分类号： F253.9 2012届本科生毕业论文 题目：联邦快递公司的客户管理研究 作 者 姓 名： 周 冰 艳 学 号： 2009030638 系(院)、专业： 经济管理学院、市场营销专业 指导教师姓名： 余 利 娥 指导教师职称： 助 教（硕士） 2012年3月30日 Classification Number： F253.9 2012 Undergraduate Graduation Thesis Title：Small and Medium-sized Enterprise Network Marketing Strategy Research Name： Zhou Bing Yan Number： 2009030638 Department、specialty：EconomicsManagement 、Marketing Tutor name： Yu Li’e Tutor title： Assistant(Master) 2012.3.30 摘 要 客户是企业生存和发展的基础，市场竞争的实质就是争夺客户资源。客户是物流企业赖以生存的重要资源，没有稳定的客户支撑，物流企业就没有持续发展的可能。物流业是一个特殊的行业，它有着类型复杂、数量庞大的客户群体，具有不断创新的物流产品与服务，以及由物流行业本身特征决定的复杂运营模式。客户已经成为当今物流行业激烈争夺的稀缺性资源。个性鲜明的多样化需求使得客户关系管理尤为重要。 联邦联邦,、内外部的竞争环境等进行分析，找出了联邦,并提出了改进建议。希望通过实施具体方案促进联邦,进而提高该公司在快递行业内的竞争力、帮助该公司占领更多的市场份额。 关键词：第三方物流企业；联邦 Abstract Customer regarded as the foundation of enterprise survival and development, is the essence of the competition in the market. Customer is one of the most important resources of logistics enterprise survival. If no stable customer support and logistics enterprises, there is no sustainable development. Logistics industry is a special industry, it has a large number of complex customers, innovative logistics products and services, as well as the complicated operation mode determined by the characteristics of logistics industry itself. Customer has become scarce in todays logistics industry competition . Demand of Personality and distinct diversification make customer management particularly important. F express company as a representative of the logistics enterprises, the author of this article analyzes the companys present customer management status. from analysis of F express comp