Study And Application Of Customer Relationship Management Of Tianjin Hi-tech Industry Park Customs Broker

Entered the 21th century, with the rapid economic globalization and intensecompetition, enterprises have transferred from traditionally extensive operation andmanagement mode focusing on products and scale to intensive operation andmanagement mode focusing on customer-oriented and service supreme, which isconcentrated on realizing the value of client and maximizing the profit of enterprise.Good relationship with customers is the important resource for the enterprises to surviveand develop.As the service organization which provide clients with customs clearance of importand export cargos, customs broker is make more and more important role in theinternational logistic system.Especially after the entrance into the WTO, China has mechanism for the marketaccess of professional customs clearance gradually. From May 2005, there will be moreand more foreign-owned customs brokers enter the domestic market and the domesticcustoms brokers will face with severe challenges. The domestic customs brokers shouldenhance the core competitive edges by using advanced operation and management ideasand methods, especially strengthening the customer relation management and meetingthe increasing demands of clients, so that they could remain invincible in the drasticallycompetitive market.This thesis used the research method combining theoretical analysis with practicalanalysis, which based on the operational characteristics of customs brokers. Firstly, itanalyzed the necessity of customer relationship management by customs clearanceindustry. Secondly, it expounded the content of professional customs brokers' customerrelationship. And then it especially analyzed how to form the knowledge of clients. Thisthesis summarized the specific steps for customer relation and set up the system. Finally,the thesis supplied the domestic customs brokers with some reference by investigatingprojects about the customer relationship of customs broker in THIP and analyzing thereconstruction of current business flow as well as benefit of the company...