第三方物流导入客户关系管理的解析研究.docVIP

PAGE / NUMPAGES 关于第三方物流导入客户关系管理系统的探讨 物流管理专业学生 彭雷艳 指导老师 周萍 摘要:随着网络信息技术的发展，客户关系管理系统的作用日益强大,但客户关系管理系统在第三方物流企业中的应用却较少。中国第三方物流企业可从企业的业务模式与运作流程复杂化程度、企业运营架构和流程的改造与适应程度、获取客户信任以及处理客户信息的能力等方面,对导入客户关系管理系统的可行性进行分析,并注意文化观念误区、流程改造困难、企业能力不足等问题,通过确立合理的工程实施目标、转化和调整企业的管理观念、保持顺畅的沟通以及赢得内部各级员工的理解和支持等措施,尽快建立客户关系管理体系,从而确立和巩固在与国外同行竞争中的相对优势。 关键词:客户关系管理。第三方物流。系统导入 Make an Approach to third-party logistics lead-in Customer Relationship Management Systems Student majoring in Logistics Management Leiyan Peng Tutor Ping Zhou Abstract: With the development of network information technology, the customer relationship management systems play more important role, but the application of the customer relationship management system in the third-party logistics enterprise is still very rare. China third-party logistics enterprises could start with analyzing the feasibility of importing the customer relationship management system from the business model, business operation architecture and complexity, possibility of operations transformation and adaptation, ability to obtain customer trust and to handle customer information, and other aspects。 meanwhile, they should pay more attentions to cultural concept errors, process complexity, lack of capacities and others problems, thereby forming the customer relationship management system as quickly as possible by establishing a reasonable implementation of the project goals, conversion and adjustment of business management concepts, and maintaining smooth communication in order to win the understanding and support from internal staff and other measures。 finally they could establish and consolidate with foreign counterparts in the relative competitive advantage. Key words: CRM。 third-party logistics。 system boot。 引言：　　第三方物流提供的服务是典型的生产服务。其服务的对象多是各种企业,既有工业企业,也有流通企业。第三方物流企业与其服务对象的关系,要比一般服务企业与其消费者的关系紧密得多。物流活动交由专业第三方物流企业完成,形式上虽然外部化,但从本质上却要求物流企业内部各系统与客户企业的生产、销售等子系统紧密合作。这对于第三方物流企业来说,不仅意味着稳定的客户资源,也意味着更可观的利润空间。所以,第三方物流企业与客户间形成的紧密合作、相互依存的关系,远远超出了一般服务供给方和需求方的关系程度。