《客户关系管理》苏苏.doc

《客户关系管理》课程大作业 题 目：物流行业客户关系管理的应用研究 院 （部）：商学院 专 业：电子商务 班 级：商务131 姓 名：苏成卉 学 号：20130914023 物流行业客户关系管理的应用研究 摘 要：随着经济全球化的进一步发展，物流企业面临着的竞争越来越激烈。如何“留住老顾客，发展新顾客”是每个物流企业关注的问题，物流企业应该如何实施客户关系管理是决定其竞争成败的关键，但物流企业在实施客户关系管理中出现了许多的问题。本文介绍了客户关系管理的产生及客户关系管理的含义，讨论了物流企业实施客户关系的必要性，分析了我国物流企业客户关系管理现状，对物流企业实施客户管理策略提出了自己的见解与意见：注重客户资料的收集与分析，要和客户建立多种沟通渠道，建立企业和客户的信息交流平台，客户关系管理的实现是企业员工不懈努力的结果。 关键词：物流企业???客户关系管理???客户满意度 The application research of the logistics industry customer relationship management (CRM) Abstract: With the further development of economic globalization, logistics enterprise is facing more and more competitive. How to retain old customers, develop new customers is every concern of the logistics enterprises, logistics enterprises should be how to implement customer relationship management is the key to decide the competitive success or failure, but the logistics enterprises in the implementation of customer relationship management (CRM) a lot of questions. This paper introduces the generation of customer relationship management and customer relationship management, the meaning of logistics enterprises is discussed, the necessity of the implementation of customer relationship, analyzes the status quo of logistics enterprise customer relationship management in China, the logistics enterprises implement customer management strategy put forward its own views and opinions: pay attention to the collection and analysis of customer data, to establish a variety of communication channels, and customers to establish the enterprise and customer information communication platform, the realization of the customer relationship management (CRM) is the result of enterprise staff unremitting efforts. Keywords：Logistics enterprise customer relationship management (CRM) customer satisfaction 1.客户关系管理 1.1客户关系管理的产生及其发展??? 在激烈竞争的时代，随着客户对服务的要求越来越高，客户关系管理的作用将越来越突出。物流企业通过搜集、追踪和分析每一个客户的信息，从而能够对个别用户的需求作出反应，最终在适当的时间、通过适当的渠道、向特定的用户提供个性化的产品与服务，为企业创造竞争优势。伴随着供应链管理的产生与发展，供应链的不断延伸，对最终客