H物流公司客户关系管理研究

发布时间：2018-04-09 22:17

本文选题：客户关系管理　切入点：物流企业　出处：《吉林大学》2017年硕士论文

【摘要】：随着我国市场经济的迅猛发展,企业经营逐步趋向国际化发展,物流市场竞争日益激烈,随着物流发展的速度逐步加剧,第三方物流企业已占据贸易往来中不可缺少的环节,重要地位逐渐凸显。提升企业利益的核心,已不再是以产品为中心,已经逐步的转变为以客户为中心,客户资源,已经成为企业发展的关键,客户关系管理的主旨已经备受企业的高度重视。客户关系管理的导向趋势在学术范畴内视为研究的重心,及企业未来成长前景的重点方向。客户关系管理成为解决现代物流企业如何了解客户需求,满足客户需求,帮助现代物流企业采取行之有效的手段快速科学地发展壮大。我们应不断的完善产品的创新,建立一个真正重视客户需求的管理体系,提升客户服务水平,增强工作效率,提高质量,从而增进物流企业整体的竞争力和创新力。本文通过对H物流公司进行研究,理论结合实际根据H物流公司的实际经营情况,及管理服务的实际情况,着重指出其日常管理中存在的具体问题,重点是在系统的基础建设,人员框架,员工日常考评体系等相关方面的问题。从而规划出一系列关于能够提高、改善其客户关系管理的合理化建议或具体整改措施。论文首先阐述了研究目的及意义,根据存在的实际问题对企业的客户进行价值分类:组织结构方面;通过对客户价值的细分,对组织结构布局进行重新构建,人力成本配套管理,平台信息共享,规范服务提升客户关系管理;组织客户评价服务调查,通过分析研究,创建客户服务体系指标,完善客户关系提高服务质量。建立员工绩效考核标准,监控过程服务质量,提升公司服务管理水平。通过实证研究,探究第三方物流公司的法则,为物流工作的改善提供理论借鉴,为H物流公司的客户关系管理提供合理化建议及理论指导。
[Abstract]:With the rapid development of the market economy in our country, the enterprise management is becoming more and more internationalized, and the competition in the logistics market is becoming increasingly fierce. With the speed of the development of logistics, the third party logistics enterprises have occupied an indispensable link in the trade relations.An important position is gradually gaining prominence.To promote the core of enterprise interests, is no longer product-centric, has gradually changed to customer-centered, customer resources, has become the key to the development of enterprises, customer relationship management has been highly valued by enterprises.The orientation trend of customer relationship management is regarded as the focus of research in academic field and the key direction of the future growth prospects of enterprises.Customer relationship management (CRM) has become a solution to modern logistics enterprises how to understand customer needs, meet customer needs, and help modern logistics enterprises to take effective means to develop rapidly and scientifically.We should constantly improve the innovation of products, establish a management system that really attaches importance to customer needs, enhance the level of customer service, enhance work efficiency, improve quality, so as to enhance the overall competitiveness and innovation of logistics enterprises.Through the research of H logistics company, combining theory with practice, according to the actual operating situation of H logistics company and the actual situation of management service, this paper emphatically points out the concrete problems existing in its daily management, with emphasis on the basic construction of the system.Personnel framework, employee daily evaluation system and other related issues.Therefore, a series of rational suggestions or specific corrective measures can be proposed to improve and improve the customer relationship management.Firstly, the purpose and significance of the research are expounded. According to the existing problems, the customer value of the enterprise is classified as follows: organizational structure, structure, structure, structure, structure and structure of the organization.Manpower cost supporting management, platform information sharing, standardizing service improving customer relationship management, organizing customer evaluation service investigation, establishing customer service system index through analysis and research, perfecting customer relationship and improving service quality.Establish employee performance evaluation standards, monitor process service quality and improve company service management level.Through empirical research, this paper explores the rules of third-party logistics companies, provides theoretical reference for the improvement of logistics work, and provides reasonable suggestions and theoretical guidance for customer relationship management of H logistics companies.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F259.23

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