第三方物流企客户服务策略研究.docVIP

中国商学院毕业论文（设计） PAGE PAGE I 毕业论文（设计） 题 目： 第三方物流企业客户服务策略研究 系部名称： 经济管理系 专业班级： 工商071 学生姓名： 学 号： 200780414133 指导教师： 杜 雅 教师职称： 教授 2013年5月26日 摘 要 进入21世纪，随着经济高速发展以及电子商务的蓬勃发展，为第三方物流企业发展空间广阔，第三方物流正在引起我国物流界和理论界人士的重视和关注。客户服务是物流活动的主要产出功能，它能完整反映物流活动的根本目标，在第三方物流服务中发挥作用越来越大，所以探讨第三方物流企业客户服务策略具有重要的现实意义。 本文运用了客观理论研究方法，通过对我国第三方物流服务发展的动力因素分析，提出了我国第三方物流企业客户服务方面的优势、劣势、机遇、挑战以及物流服务创新的突破点，分析了了第三方物流企业客户的特点及影响二者关系的因素，提出了通过建立完善的客户满意度指标体系，建立畅通的客户沟通平台，客户需求分析，增值服务创新，顾客细分，与客户建立战略合作关系等策略以建立第三方物流企业与客户良好关系。 关键词：客户服务，第三方物流，服务创新 The third party logistics enterprise customer service strategy research Abstract Entering the 21st century, with the rapid economic development and e-commerce of booming development, for the third party logistics enterprise development room is wide, the third party logistics is causing our logistics industry and theorists personage of recognition and concern. Customer service is the main output function logistics activity, it can complete reflect the basic goal of logistics activities, in the third party logistics services play a bigger role, so discuss the third party logistics enterprise customer service strategy has the important practical significance. This paper uses the objective theoretical research methods, through to the third party logistics service development in China are analyzed, and the dynamic factors in the third party logistics enterprise customer service strengths, weaknesses, opportunities, challenges and logistics service innovation breakthrough, analysis of the third party logistics enterprise customers can characteristics and the influence factors of the two related, put forward by establishing a perfect customer satisfaction index system，establish clear customer communication platform, client needs analysis, value-added service innovation, customer segments, and customers to establish strategic cooperation relations strategies to establish the third party logistics en