面向中小型快递企业的客户关系管理系统的实现
发布时间：2018-07-28 21:31
【摘要】：随着中国体制特色社会主义的前进,第三产业服务行业发展迅速,尤其是物流行业新增很多商机,因此中小型的快递企业膨胀,而竞争力等条件又比不过大型快递企业这一现状使得大部分中小型快递企业在行业竞争中处于劣势。在这种状况下,中小型的快递企业需要更好的服务平台以拉近与客户的关系,从而提高竞争地位。本文开发出的CRM(Customer Relationship Management)客户关系管理系统正是提供给中小型的快递企业,除提供基本快递业务服务外,还提供客户资料存储修改查找,受理投诉及查看以往投诉,查看客户多久没有业务来往,或者客户的特殊日期提醒等额外服务功能,完成主要快递业务的同时,提供客户更多类别的服务选择,从而增加客户的服务依赖性,提高竞争力。经过十数个月的开发,本系统最终实现,能够完成基本业务功能以外,还能够额外提供以上几点服务,达成了本系统的设计初衷。
[Abstract]:With the advance of socialism with Chinese institutional characteristics, the tertiary industry service industry has developed rapidly, especially the logistics industry has added many new business opportunities, so small and medium-sized express delivery enterprises have expanded. The competitive power and other conditions than large express delivery enterprises this situation makes most of the small and medium-sized express enterprises in the industry competition is at a disadvantage. In this case, the small and medium-sized express enterprises need better service platform to close the relationship with customers, thereby improving the competitive position. The CRM (Customer Relationship Management) customer relationship management system developed in this paper is provided to small and medium-sized express delivery enterprises. In addition to providing basic express service, it also provides customer data storage, modification and search, accepts complaints and checks past complaints. See how long customers do not have business contact, or customer special date reminders and other additional service functions, to complete the main express business, while providing more types of customer service options, thereby increasing customer service dependence, improve competitiveness. After more than ten months of development, the system is finally realized, can complete the basic business functions, but also can provide the above points of service, to achieve the original design of the system.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52
[Abstract]:With the advance of socialism with Chinese institutional characteristics, the tertiary industry service industry has developed rapidly, especially the logistics industry has added many new business opportunities, so small and medium-sized express delivery enterprises have expanded. The competitive power and other conditions than large express delivery enterprises this situation makes most of the small and medium-sized express enterprises in the industry competition is at a disadvantage. In this case, the small and medium-sized express enterprises need better service platform to close the relationship with customers, thereby improving the competitive position. The CRM (Customer Relationship Management) customer relationship management system developed in this paper is provided to small and medium-sized express delivery enterprises. In addition to providing basic express service, it also provides customer data storage, modification and search, accepts complaints and checks past complaints. See how long customers do not have business contact, or customer special date reminders and other additional service functions, to complete the main express business, while providing more types of customer service options, thereby increasing customer service dependence, improve competitiveness. After more than ten months of development, the system is finally realized, can complete the basic business functions, but also can provide the above points of service, to achieve the original design of the system.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52
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