Research On Postal Customer Managerment Of Harbin

Postal market competition is increasingly fierce now, Especially representedby Courier, financial and other business. So the postal competition includes notonly the domestic competitors, but also foreign multinationals with China’saccession to the WTO and markets’ gradually open. Postal enterprise decision-makers must solve the following problems： Improving the postal servicequality, optimizing the traditional operation mode, putting "taking the customeras the center" concept into the enterprise culture, understanding customers’ needs,providing satisfactory service for customer service by fully mobilizing enterpriseinternal resources, achieving double–side-win purpose between enterprises andcustomers. An enterprise will not be able to survive and develop in marketcompetition If it cannot achieve customers’ satisfaction but lead to loss ofcustomers’ resources instead.This paper describes the backgrounds, concepts, connotations of customers’relationship management theory, and then putting forward the necessity ofpostal enterprises’ implementing CRM system with combining current postalmarket competition environment analysis. Postal enterprises can realize the goalsby building postal enterprises’ core competitiveness, promoting the postalenterprise s’ process reengineering, transforming postal enterprise s’ culture, etc,all aboves can be guaranteed through the postal CRM system construction.On the basis of detailed analysis to postal service marketing system, andcombining the theory of customer relationship management,the paper putsforward to the new way of postal customer relationship management andmarketing strategies, including strategies, database marketing, relationshipmarketing strategy and one-to-one marketing strategy. The paper also establishesa new customer relationship management (CRM) demands and postal CRMsystem construction goal through the analysis on existing customers andsegmentations. it puts forward to the concrete implementation plan to part function. on analyzing needs to achieve the various functions.