Research On Customer Relation Management In Port Enterprise

The competition of ports is the competition among supply chains and customer relationship management. When port enterprises face increasingly fierce competition and increasingly homogeneous service&marketing trends, they need to improve customer satisfaction and loyalty, improve customer value to maximize the value of customers and enterprises and at last realize the win-win between enterprises and customers. All of these can enhance core competitiveness of port enterprises and achieve their sustainable development.Customer relationship management is the total business process that the enterprises need to implement for increasing core competitiveness, fostering a customer-centered development strategy, and on the basis of these to judge, choose, strive, develop and maintain the customer. CRM focus on customer relations and enhance customer satisfaction and loyalty through systematic study on customer and optimize enterprise organizational systems and business processes in order to reshape the relationship between business and the customer and enhance corporate profit levels. Through micro-analysis of the inextricable relationship between business and its target customers, enterprises find their core customers and mine the value of these in order to promote enterprise stable growth objectives.The value of customer relationship management is general accepted by port enterprises, but the applying effect of customer relationship management is not good. This study focus on the actual difficulties in port enterprises, and the customer relationship management theory is applied to the port enterprises in this study by empirical research method in order that theory coining from practice can come back to practice. I hope it is to be a practical guide for port enterprises. Meanwhile, I hope I can actively explore the theory and application of customer relationship management to promote the development and application of customer relationship management in China's port, on the basis of these to improve their core competitiveness, promote the rapid development of China's national economy. The port enterprise customer relationship management model is studied. Then on the basis of customer lifetime curve and customer lifetime value model, customer value subdivision based on CLV is put forward. Customer satisfaction and customer loyalty in port enterprises are explored as well. The status of customer relationship management in Yantian International Container Terminals Co.,Ltd are studied, customer satisfaction evaluating index system is designed, and customer value, customer satisfaction & loyalty are studied as shipping customers the example. At last, customer relationship management rationale improvements in Yantian International Container Terminals Co., Ltd are put forward on the basis of customer relation research.