Study On Customer Relation Management In China's Third Part Logistics Enterprise

In the globalization competition age, the customer resource becomes one of the most important strategy resources for an enterprise. The company, who hold the customers, means could exist and develop. So, to keep regular customers and find potential customers is the power fountainhead of an enterprise to sustainable development. The customer relations management (CRM) is precisely the management idea which produces under this kind of new economical situation and develops. CRM is the combination of modern information technology and the advanced management idea. It is an automation management system, which enables enterprise to collect the customer information reasonably, analyze and judge the customer life value, and then optimize the enterprise overall resources.The third party logistics (3PL/TPL) means there is a third part, neither the seller (cargo owner) and the buyer (consignee) to give the logistics service. The third party logistics was born in the quests of logistics specialization and large-scale. It is the result of social division and productivity development. For the superiorities of specialization and the large-scale, the 3PL could concentrate on its Core Competencies, and reduce the cost. So it goes to prosperity.This article introduced the CRM theory first, then elaborated the customer satisfaction degree and the customer loyalty degree connotation in detail, through analyzed their relations, to illuminate these three's significance to the CRM. Above this foundation, to combine the 3PL enterprises' development present situation in China, including the development opportunities and the challenges they faced, proved the feasibility and the inevitability of China 3PL enterprises to implement the customer relations management.Finally, combined the 3PL company's the actual situation the paper proposed China's 3PL enterprise using the CRM system plan, implements CRM the concrete step, as well as some measures and notes need to pay attention for guarantees the CRM system to achieve its anticipated target.