第三方物流中客户关系管理研究.doc

摘 要 PAGE i 摘 要 随着全球经济一体化进程加快和网络经济的出现，第三方物流企业经营日益国际化，竞争亦日趋激烈，而客户资源己经成为企业最重要的战略资源之一，谁把握了客户谁就拥有了市场，所以使得企业的战略正从“以产品为中心”向“以客户为中心”进行转变。因此第三方物流企业加强客户关系管理，将有助于企业在今后的经营中获得进一步的健康发展，有利于企业赢得市场竞争，从而获得企业的可持续发展能力。 客户关系管理是一种使企业增强核心竞争力、扩大市场规模、加速提升运营效率的成功的经营管理模式。如何区分客户的价值，成为企业必须解决的问题。企业应如何了解客户的需求，如何细分不同客户，如何根据不同价值的客户定制不同的服务策略，如何维系客户关系，提高客户满意度?客户关系管理(CRM)正是为企业解决这些问题的。 本文从选题的背景及意义入手；然后论述第三方物流与客户关系管理的相关内容，借此了解第三方物流企业客户关系管理的来龙去脉和基本思想；其次，从我国第三方物流企业客户关系管理所面临的环境和所需要解决的问题进行论述研究；最后，结合实例充分说明第三方物流企业进行客户关系管理的必要性，并构建提供一些建议、策略，建立一个第三方物流企业客户关系管理的系统框架，帮助物流企业科学地 进行客户关系管理，通过客户关系管理系统，推动第三方物流企业提供及时性、可靠性的物流服务，并有效降低成本，有力支持客户企业发展的目的。 关键词：第三方物流 客户关系管理 客户 ABSTRACT ABSTRACT With the economic-globalization and the appearance of net-economy，the demand for Third Party Logistics (TPL) becomes internationalization increasingly in management and competition.So the customer resource becomes one of the most important strategy resources for an enterprise.The company,who hold the customers means could possess of market,in order to change the corporation strategic target form centering on mass into centeringon customer already.So CRM to TPL enterprises to help them improve their customer management level,confirm customer loyalty and strengthen theirselves competition ability. The?Customer?Relationship?Management?(CRM)?is?a?successful?operation?management?pattern?which?can?reinforce?the?core?competitiveness?of?enterprises,?increase?the?market?scale?and?accelerate?promoting?the?operation?efficiency.?How?to?distinguish?the?value?of?customers?becomes?an?imperative?problem?of?enterprise.?Enterprises?should?know?how?to?acquaint?the?customers?needs,?to?subdivide?different?customers,?to?customize?different?service?policy?according?to?the?different?valuable?customers,?to?maintain?customer?relations?and?improve?customer?satisfaction??The?Customer?Relationship?Management?(CRM)?is?exactly?to?solve?these?problems?for?enterprises. This article introduced the TPL companies’ background and significance first,then elaborated