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Research on Customer Relationship Management in Third-Party Enterprise

Author: WangChunHui
Tutor: WangKeYi
School: Dalian University of Technology
Course: Logistics Engineering
Keywords: Third - party logistics enterprises Customer Relationship Management Service Profit Chain
CLC: F274
Type: Master's thesis
Year: 2011
Downloads: 161
Quote: 0
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Abstract


In the context of the overall development of China 's logistics industry , with the support of the national industrial policy , third-party logistics usher in the development of a favorable opportunity . However , the impact of the financial crisis , the cost of logistics and e-commerce enterprises continue to penetrate a serious impediment to the development of third-party logistics enterprises . As a service enterprise services customers always form the core of logistics demand and power , the competition among enterprises has become even more evolved contention for the client resources , effective customer relationship management can help companies reduce logistics costs , enhance core competitiveness . Therefore , customer relationship management has become an effective way of third-party logistics enterprises to overcome the obstacles , seize opportunities . The Service Profit Chain theory is that customer satisfaction comes from wealthy efficient staff to create value that customers perceived value , this value comes from an effective service quality employee relations management system and the appropriate management strategy enables employees . But the existing third-party logistics and customer relationship management research , mostly concerned about the external customer relationship management , lack of employee relations management . Research starting from the above problems , the use of a generalized concept of customer , based on the service profit chain theory , to build a comprehensive customer relationship management mode . Employee Relationship Management assessment of the value of employees and breakdown of employees , employee relationship management strategy , the implementation of impact assessment five activities ; external customer relationship management through assessment of customer value , customer segmentation , customer relationship management strategy , the results are evaluated five activities . In order to safeguard the smooth implementation of customer relationship management , research to build a support platform for customer relationship management , including: excellent corporate culture , reasonable structure and efficient business processes and improve information systems . Finally , Xinjiang COSCO International Freight Co. , Ltd. , for example , based on the analysis of its customer relationship management status , use to build a comprehensive customer relationship management model , combined with the enterprise development strategy , Xinjiang China Cargo customer relationship management implementation strategies and safeguards .

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