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The CRM Applications in FedEx Express

Author: ZhangJuan
Tutor: YangRong
School: East China Normal University
Course: Business management
Keywords: Customer Relationship Management FedEx
CLC: F253
Type: Master's thesis
Year: 2010
Downloads: 640
Quote: 1
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Abstract


In the booming e-commerce today, CRM (Customer relationship management) is no longer strange for every enterprise. CRM (Customer Relationship Management) is an idea which is focus on the customer-oriented management. It can obtain the better satisfaction and loyalty of customer by providing the analysis of customer demand, taking advantage of advanced technology and multi-channel and offering the personalized service. All of this can make sure the biggest profit the enterprise can achieve.For international trade industry, the core of the product is the service and the service target is varied. With the global economic situation improving and the trade volume increasing, who can grab the needs changes of customer in the shortest time, who will get the advantage of the fierce market competition got. Several large international express companies are having much more fierce competition especially in china market. This paper takes one of the four major international express companies as the research target, accounting for its physical operations in the actual situation and existing problems, raises up the necessary of the launch the customer relationship management. And by analyzing and comparing the CRM implementation in FedEx, makes out the effectiveness and the feasibility for the enterprises to implement the customer relationship management.According to the features of the express industry, this paper takes the research firstly on the departments which have vast number of customer and frequently contact with customers, such as the customer service department, sales department and operation department. By analyzing the present status of these departments, point out that the enterprises must implement the customer relationship to enhance customer’s satisfaction and loyalty. Secondly, during the implementation of the customer relationship management in FedEx, this paper is not only focusing on the external management but also is on the internal management of CRM. It thinks that the satisfaction and the loyalty of internal staff will affect the external customer. Thirdly, this paper studies have found that to get a successful implementation of the customer relationship management within the enterprise, all the departments in the enterprise should get cooperation on the related new ideas, culture and new ways. Finally, a theory of practice is exempt from the reality of the environment. If FedEx wants to be successful in implementation of the customer relationship management, it must make sure all the staff supports the customer relationship management theory, besides it must establish a match of the facilities. With reading a lot of relevant articles and the internal materials of FedEx, and referring the features of the international express range, plus the existing problem of the FedEx, this paper wants to have innovation from the strategy and methods to implement the customer relationship management. That also can provide the reference for the express companies, especially for the private express companies.

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