The Evaluation System Of Third Party Logistics Corporation CRM Capability

As a result of increasing economic globalization and appearance of Internet, the management of the third party logistics is more international and competitive. To improve Customer Relationship Management (CRM) is good for the third party logistics to achieve further healthy development, win in market competition and get sustainable developmental capacity.According to previous research, whether CRM is effective depends on Customer Relationship Management Capability (CRMC), so CRMC should be carefully studied. CRMC will directly affect the operational performance of enterprises.Firstly, after reviewing the relative researches on CRM, enterprise capability and CRM capability, the dissertation gives the clear definition of CRMC, which is divided into three categories: customer insight, capability to create and relay customer-value, and capability to manage the life-circle of customers. And also it analyzes factors of affecting CRMC in detail. In the fourth part, the index system and model for evaluating CRM capability is established, in which, the three categories of capabilities described above are adopted as first-class index, and the subcategories second-class index. CRMC is quantified in the model. Finally, it analyzes current CRM of A Group in Dalian, and reviews present CRMC.