后危机时代中小型货代企业有效拓展客户关系的策略研究

发布时间：2018-04-01 18:43

本文选题：客户关系管理　切入点：中小型货代企业　出处：《苏州大学》2014年硕士论文

【摘要】：2008年，由美国次贷危机引发的金融危机导致世界各国经济增长减弱，国际贸易量大幅度下滑，，中国的许多出口企业订单大幅减少，直接造成了对货运需求的下降，从而带来了对中国货代企业的巨大影响，尤其是中小型货代企业。后危机时代，国际经济持续低迷，船公司不断涨价导致中小型货代企业成本增加；国内“营改增”政策的变化使中小型货代企业营运成本增加；同时客户信用风险增大致使中小型货代企业各类客户不断流失。此外货代行业自身在管理制度、客户关系管理维护、竞争规范性等方面也存在诸多不足。这些因素使中小型货代企业内外交困，面临严峻的挑战。本文以SC货代企业为例，深度剖析了其在后危机时代拓展客户关系的种种实践，肯定了该企业在困境中维护客户关系的种种努力，同时指出其在客户关系维护中尚待改善的一些问题。本文认为中小型货代企业有效拓展客户关系必须从制定客户关系管理战略、加强内部管理、提高客户风险防范、建立客户关系管理高效服务客户等方面着手。
[Abstract]:In 2008, the U.S. subprime mortgage crisis triggered by the financial crisis led to the world economic growth weakened, a substantial decline in the volume of international trade, Chinese many export enterprises sharply reduced orders, the direct cause of the decline of freight demand, which has brought tremendous impact on the China freight forwarding enterprises, especially small and medium-sized freight forwarding companies.
After the crisis, the international economic downturn, rising price leads to the cost of shipping companies for small and medium-sized enterprises increased; the change of domestic "replacing business tax with value-added tax(VAT)" policy so that the operating costs of small and medium-sized enterprises increased; while customers increased credit risk resulting in small and medium-sized enterprises of all kinds of customers. In addition to the freight forwarding industry continues to lose itself in the management system, customers the relationship between management and maintenance, there are many problems to regulate the competition and so on. These factors make the small and medium-sized freight forwarding enterprises facing severe challenges. Beset with troubles internally and externally.
In this paper, SC freight forwarding enterprise as an example, in-depth analysis of its various practical customer relationship development in post crisis era, affirmed the efforts of the enterprises to maintain customer relationship in the predicament, and points out some problems in the customer relationship maintenance needs to be improved. The small and medium-sized freight forwarding enterprise must effectively expand customer relationship from develop customer relationship management strategy, strengthen internal management, improve customer risk prevention, the establishment of customer relationship management, customer service and so on.

【学位授予单位】：苏州大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23;F274

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