ah省邮政速递物流公司客户关系管理改进研究.docxVIP

AH省邮政速递物流公司客户关系管理改进研究摘要：客户是企业赖以生存和发展的基本保障，客户服务是快递物流企业实现进一步发展和提高自身竞争力的重要途径。建立邮政速递物流客户服务体系，能够有效促进邮政速递物流行业实现快速发展，建立呼叫中心，是构建速递物流客户服务体系的关键环节，是实施客户战略统一服务的实体部分。本文通过借鉴我国速递公司客户服务体系建设的相关理论成果，在此基础上结合AH省邮政速递物流客户服务体系建设现状和11183 专业呼叫中心的建设和完善，指出AH省在建设邮政速递物流客户服务体系的过程中存在的问题，包括：缺乏清晰的客户关系管理理念，组织结构无法促进客户信息有效的交流，同质化服务存在很多的挑战，没有针对客户的个性化特点提供有特色的服务，市场开发、客户营销和维护工作没有指定规范完善的体系，客户管理人员综合素质水平比较低，客户管理的信息化水平不高。本文还针对AH省邮政速递物流客户服务体系的需求和管理方式水平等方面进行分析，指出AH省邮政速递物流要结合自身客户服务行业的特点，在客户端提供增值服务，主要包括，加强对快递信息服务与快递实体服务的建设力度，同时还针对客户服务和管理的优化发展制定相关的建议，确保AH省邮政速递物流客户服务体系建设要根据“以客户为中心，以需求为导向，以服务为手段”的经营管理理念，实现全面推行，通过不断发掘零散客户，持续壮大协议客户，和避免流失客户的客户服务体系，实现客户的集中有效的管理，进一步扩大AH省邮政速递物流服务品牌的影响力。关键词：邮政速递；客户服务体系；客户关系Abstract: the customer is the enterprise survival and development of basic guarantee, customer service is express logistics enterprises to achieve further development and important way to improve their competitiveness. Set up postal-delivery logistics customer service system, can effectively promote postal-delivery logistics industry to achieve rapid development, set up a call center, which is a key link in the process of construction of express delivery of logistics customer service system, the real part of unity is to carry out the strategy of customer service. In this article, through reference to relevant theories of the construction of the express company customer service system in our country, on the basis of the combination of AH province postal-delivery logistics customer service system construction situation and 11183 professional call center construction and the consummation, pointed out that AH province postal-delivery logistics customer service system in the construction of the problems existing in the process, including: the lack of a clear concept of customer relationship management, organizational structure cant promote customer information and effective communication, the homogeneity service there are a lot of challenges, not according to the characteristics of the personalized customer provide distinctiv