Import Third-party Logistics Services, Customer Relationship Management

In the recent years, accompanying with the development of the Information Technology and Internet communications, they have brought a very big impact to many Enterprises. People's attitudes toward ERP of manufacturing, innovation of new products and managing style etc, mostly have been influenced by this tendency. The business area of Enterprises is growing larger, in accordance with this growing, the acquiring of customers is getting globalize. And also considering the great influence that Internet has made on the customer's loyalty, many enterprises have put much more concentration on customer relationships, which they had never done before. It has become the must for enterprises to understand what the customer needs and obtain favorable value, strategy. In logistics area, what we lack is not only the development of hardware, but also conceives of open mind logistic services. It has become big topic for the enterprise of how to bring up their standard of logistic service. By doing this research, we are trying to have a thorough analyzing of the CRM ideas which presented by many parties, and build up a frame of CRM theory for easy understanding. On the basis of that, we will put this frame into third logistic company to verify and analyze to see if this theory is workable in this field. And also there are some real cases which will make the explanation more understandable.The whole dissertation has been divided into five Chapters. In the first Chapter, there are just some basic discussions about the origin and definitions of Customer Relationship Management so as to start the topic. In the second Chapter, started from three points such as customer acquiring, customer relationship improving and customer maintaining, a circulated frame of CRM theory has been built up, which including customer development, customer purchasing, customer service and customer analyses. In the third Chapter, on the basis of CRM theory discussed in Chapter 2, and according to the specialty of third party logistics field, we started from the logistics marketing which quite pop at present time, put the CRM theory into this TPL field to verify it and analyze it. Inthe fourth Chapter, we had some real cases such as the customer development of Pg-logistics Company and COSCO international freight company, tried to analyze what they have done good in applying CRM theory so that others could learn from them. In the Chapter five, some conclusions have been made according to the discussions in the four previous Chapters. We tried to discover what have been improved through this research and what the papers are lack of, so the new comers could do something more about this topic.The author of this paper, by all his efforts, aims to provide a theoretical foundation for the rational management of third party logistics, the development of relative software and a framework for systematic design. His viewpoints cannot be free from inadequacy, partiality or one-sidedness due to his limited understanding of the subject and lack of actual experience from work. The author stands ready for and would deeply appreciate any well-meaning criticism or advice from the experts, professors or scholars majoring in this field or not.ZouJianping(Enterprise Management) Directed by vice pro. Lin Guolong...