K物流公司的客户关系管理研究.docx

K物流公司的客户关系管理探讨上海交通高校硕上学位论文物流公司的客户关系管理探讨姓名：陈韬申请学位级别：硕士专业：工商管理指导老师：任建标20080601THERESEARCHONTHECUSTOMERRE1.ATIONSHIPMANAGEMENTOFK1.OGISTICSCOMPANYABSTRACTInordertoadapttothedevelopmentofthelogisticsindustryquicklyandmeetthechangingneedsoflogisticsservicesfromcustomers,itisnecessarytostudytheproblemsanddeficienciesonthecustomerrelationshipmanagementofKlogisticscompanyandcarryouttheimprovementaccordingly,whichcanimprovecustomersatisfaction,theprofitabilityandthecorecompetitivenessofthecompany.ResearcheshavebeenmadeontheimprovementofthecustomerrelationshipmanagementofKlogisticscompanywiththerelatedtheoryinthispaper.Thecustomercompositionandmanagement,businessprocesses,informationmanagementandcustomerservicesstatusofKlogisticscompanyareintroducedandanalyzedfirstlytofigureoutthemainproblemsoncustomerrelationshipmanagement.Withthestudyandapplicationoftheoryofcustomerrelationshipmanagement(CRM),researchesontheimprovementsaremadeasfollowing:(1)Toidentifythevalueofthecustomerbymakingtheclassificationandcarryingoutmanagementaccordingly(2)Torestructurecompanyorganizationbysettingupthecustomerservicedepartmentandstrengtheningcommunication(3)Toadjustbusinessprocesses,includingsalesmanagement,customerservicemanagementandsupport,andtherapidresponseofbusinessprocesses(4)Toimprovedatabaseincludingcustomerinformation,dataquality,datamaintenance,anddatabasesharingToensuretheachievementoftheimprovedcustomerrelationshipmanagement,followingresearchesaremadetoensuretheeffectivenessofcustomerrelationshipmanagement:(1)Tosetupcustomersatisfactionindexandcarryingoutthecustomersatisfactionsurveystoincreasecustomersatisfaction(2)Tosetupthecustomercomplain.