Research And Application Of Customer Relationship Management Model In Logistics Enterprise

Customer Relationship Management origins from the commercial mode which regards customers as the center. It is a kind of mechanism of management that aims at improving the relation between the enterprise and customers. In order to attract and keep more customers through providing good service and reduce the cost of obtaining the customers through optimizing workflow which faces the customers, it works at enterprise's departments of market, sale, technology support which are related to customers.The essence of logistics is to serve, offering service for the manufacturer's products and distribution, for the end user's products, and for the organization and harmony of supplying chain etc. Customer's satisfaction is very important for logistics enterprises. But customer relationship management of logistics in our country is confused at present, the low quality of service makes a large amount of loss of customers and brings very great loss to enterprise. The setting-up of CRM system affords powerful technical support to creating customer's value and developing the loyal customer for logistics enterprise. This thesis has a special discussion on the framework of CRM system of logistics enterprise and constructing it by analyzing the characteristic of the logistics enterprise.This thesis introduces customer relationship management theory at first, then constructs the model of customer relationship management combining the characteristics of logistics enterprise and then carries on detailed analysis on the basis of it. At last try to realize the system. Through the research, the author hopes that this thesis can offer help for the logistics enterprise to realize Customer Relationship Management.