The Study On Customer Relationship Management Case Of Fedex Express Dalian Company

With the development of Chinese economy, China has more and more contacts with international market, the logistics especially the logistics express industry won the big development, some famous international express companies successively enter the Chinese market, and the FedEx Express Company is one of them. Because of the hub and spoke delivery method that FDX adopts, the plane has no direct right to take-off and landing in some second tier cities in China, for example, Dalian. This results in a disadvantage situation that compared to the competitors in customer service quality for FDX Dalian branch. However, the FDX Company has difficulty in changing the hub and spoke pattern, in this case how to improve the customer satisfaction?In this background, through the case study method which primarily use the decision-making model case, this paper puts some present marketing problems of FDX Dalian branch, and through some introductions of the background, finally puts forward some solutions to the problem.The paper is divided into three parts, in the introduction part some present problems that FDX Dalian branch faces are put forward, then in the text of the case we state the information of the company, market and competition, at last in the analysis part we put some solutions on the basis of theory. Through the study of this paper, a direction that will brings FDX Dalian branch a firm foothold and to beat the competitors is pointed out.