Study On Customer Relationship Management In Third-party Logistics Corporation And Its Application

Logistics is being development stage in itself life cycle. It has been a new increasingpoint of economy in some countries or regions as well. In China, lots of logisticscorporations are being transition stage which is evolved form traditional companyserved in stocking or carrying to modern one which is called as third-party logistics(TPL). To compare China with developed countries, several aspects in logisticsbusiness, including mechanism, conception, technology and facility, should beimproved. According to the rules of WTO, China's market of logistics will be openedgradually with spurring the process of globalization so that the corporations will face tochallenge which never occurred before in China.It is a necessary requirement that corporation utilize Customer RelationshipManagement (CRM) to improve its competition ability and realize its business value inthe era of information economy. This dissertation is one of research results of theproject, third-party logistics intelligent information cooperation system and its applieddemonstration, which is an importance science and technology project of ZhejiangProvince (2003C1033). Based on the conception of CRM, this study analyzes thecustomer characteristic of the TPL. Then the feasibility of CRM in the TPL is analyzed.This study proposes the CRM stratagem of the TPL and establishes process andapproach with implementing CRM in the TPL. Therefore, the goal of win-win willcome true among customer enterprises and the TPL enterprise.Taking Hangzhou FR Logistics Ltd. Co. as a case, this study demonstrates the CRMstratagem planning, CRM performance strategy, CRM organization structure and CRMperformance system in the TPL. Finally, the CRM performance evaluation is given,which shows that the CRM in the TPL is efficient.