The Application Research On Private Delivery Enterrise Customer Relationship Management

Only companies understand the customer need in depth, subdivide customers ondifferent value groups, provide customers with more personalized and diversifiedservices, can the express company obtain customer retention and competitive advantage.The express enterprise customer relationship management is still comparativelybackward in China. Public complaint of express enterprise is increasing year by year,especially of private express enterprises, which has become the major obstacles tofurther development of private express enterprises.This paper research these issues on expressions and causes and countermeasures,the main contents include: First, this paper analyzes the status of private deliverycompanies, based on the theory of customer relationship management to implementcustomer relationship management from three aspects: customer perception andinteraction, express service quality, customer loyalty. Then established evaluation indexsystem and received the outcome of fuzzy comprehensive evaluation, used the decisionmodel to indicate the specific direction of private delivery enterprise customerrelationship management improving. Second, this paper took the largest private deliverycompany of China——SF-Express company as a case to identify the shortcomings anddeficiencies of the enterprise customer relationship management. Then with analysis thedata of SF-Express company, compute the weight distribution and the membershipdegree of evaluation system, the multilevel fuzzy assessment was obtained. Accordingto the decision model, this paper found out the key index and major improvement index,these indices were the discerning ability of important client, the attraction for potentialcustomer, express network coverage, express trace information searching, saleschannels diversity, repurchase behavior, the strong preference for company andcustomer retention rate respectively. Finally, this paper proposed some correspondingsuggestions for the SF-Express company customer relationship management improvingwhich was based on the result of the decision model, and guaranteed the improvementfrom change of three respects: culture, organization, personnel and technology. So this paper has great realistic meaning in private delivery enterprise customer relationshipmanagement implement.