Research On The Third Party Logistics Enterprise's Customer Relationship Management

As a new form of logistics,the third-party logistics Growed up with the expansion of large-scale socialized production and the deepening of specialization arising,it's ideas that contained logistics outsourcing services andintegrated logistics has been more and more accepted by the logistics company,The logistics enterprises that carried out logistics management and provide logistics services in accordance with the third party logistics Mode. The third party logistics has become an important symbol of modern logistics.The time that focus on the customer and treata differential advantage customer relationship management as a strategic has come.With the fundamental shift in the role of customers, customers have become Dominator on the market from the original passive consumers.customers are increasingly respected personalized products and individualized consumption patterns, while choice channels for customer increased Incredibly and lower barriers to transfer,the customer declining loyalty.Therefore, enterprises should Insist on the "customer centric",know the importance of the customer real needs.Enterprises attract and retain business customers through product innovation and differentiation.The third-party logistics enterprises customer relationship management is still Insufficient in China.The third-party logistics enterprises lack the awareness of customer relationship management,the customer relationship management project and standard evaluation criteria of service.This paper research those issues Combing the characteristics of the third-party logistics companies,the main contents include:At first,this paper outline the background and significance of the study,review the third-party logistics,customer relationship management research,introduce the characteristics and interests of the third-party logistics,classify the third-party logistics companies and China's,summarize the core ideas of customer relationship management and the classification of customer relationship management system, analyze three main theories of the,third-party logistics customer relationship management:the theory of customer relationship life cycle,the theory of Customer Lifetime Value,the theory ofcustomer satisfaction.On the basis of three theory of customer relationship management,this paper propose necessity of the third party logistics enterprise customer relationship management combined with our third-party logistics industry characteristics,customer characteristics, customer relationship management role,the competitive situation in China third party logistics.After analyzing the status and predicament of our country's third party logistics enterprise customer relationship management and combing with the two major tasks of customer relationship management:identifying and maintaining valuable customer,this paper design the strategy of our country's third party logistics enterprise customer relationship management.Its core content include:customer value management, customer logistics service management, customer satisfaction management.After Generaling the status of the third-party logistics customer relationship management,this paper pointed out the strengths and weaknesses of the the third-party logistics customer relationship management.This paper established three evaluation index system combined with the strategy of the third-party logistics customer relationship management.It contained evaluation system of customer value,evaluation system of customer logistics service and evaluation system of customer satisfaction. And then this paper analyze the option of the index of the three index system and the option of evaluation method, calculate the weight of evaluation system.This evaluation method have some practical significance for the enterprise that not implementedcustomer relationship management system.Finally, I carryed out field research and collected relevant statistical data from Jiang Su Xinning Logistics Co., Ltd. In the process of implementing customer relationship management,this paper give rational proposals to the company combined with the paper results.