大数据环境下速递物流企业客户关系管理能力研究

发布时间：2018-04-11 11:18

本文选题：大数据 + 速递物流企业　；参考：《长春大学》2017年硕士论文

【摘要】：大数据时代的到来给许多行业都带来了或多或少的影响,在如今这个数据膨胀的年代,大数据将是企业发展的一大助力,对于速递物流这样数据驱动的企业来讲更是如此。而作为服务业,客户是第一位的,客户关系管理能力体现了一个企业满足客户需求的能力,被动的收件和派件这种传统的速递物流企业运作模式已经无法满足客户的需求。收集客户数据,分析客户需求等这些都应该得到重视,而大数据技术的发展为这一切创造了可能。有效的利用大数据提升客户关系管理能力势必会帮助速递物流企业更好地为客户提供服务,在行业中占据更大的竞争优势。本文首先对大数据和客户关系管理能力的国内外研究进行了梳理,然后对大数据、速递物流和客户关系管理能力理论进行概括,并详细说明了客户关系管理能力的构成。随后就大数据对速递物流企业客户关系管理能力的影响和大数据环境下速递物流企业客户关系管理能力的现状进行了分析。在第四章中基于层次分析法构建了速递物流企业客户关系管理能力评价模型,将构成客户关系管理能力的三个子能力作为一级指标,然后将每个一级指标细化为四个二级指标。并选取B速递物流公司为代表,根据其实际情况对每一层二级指标的能力状况进行打分,得出了速递物流企业客户关系管理能力的等级。最后,针对薄弱环节提出了利用大数据提升速递物流企业客户关系管理能力的建议。
[Abstract]:The era of big data to many industries have brought more or less influence, in the data expansion era, big data will be a big boost for the development of enterprises, such enterprises express logistics data driven is even more so. But as a service industry, the customer is the first, customer relationship management reflects the ability of the ability to meet customer demand of an enterprise, the express logistics enterprise operation mode of passive pick-up and this tradition has been unable to meet the needs of customers. Collect customer data, analysis of customer demand which should get attention, but the development of big data technology for all these have created. The use of big data effectively to enhance customer relationship management capability will help express logistics enterprises to provide better service to customers, occupy a greater competitive advantage in the industry. Firstly, big data and customer The domestic and foreign research relationship management are summarized, and then the big data, express logistics and customer relationship management theory is summarized, and a detailed description of the structure of customer relationship management capability. Then analyzes the status quo of express logistics enterprise customer relationship management influence of big data on the express logistics enterprise customer relationship management and under the big data environment. In the fourth chapter, based on the analytic hierarchy process to construct the evaluation of express logistics enterprise customer relationship management model, will consist of three sub ability of customer relationship management capability as an index, then each level indicators are divided into four level two indexes. And select the B express logistics company as the representative. Scoring according to the actual situation of each layer of the two indicators of capacity status, the ability of customer relationship management of express logistics enterprise level. Finally, the needle This paper puts forward some suggestions to improve the customer relationship management ability of the rapid delivery logistics enterprises by using large data.

【学位授予单位】：长春大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F259.23

【参考文献】