Research On Customer Relationship Management Of W Co., Ltd

Compared with developed country, logistics is not so advanced in China withlow level of service and lack of professional stuff, even the word of “logistics” is notso strange for Chinese people and sometimes they recognizing trucking beinglogistics. Along with the foreign companies who need advanced logistics service andthe foreign logistics company, domestic logistic company is facing the crisis. Belongsto service industry, logistics also recognize customer as the base of the company.Meanwhile, meet the needs of customer, improve customer satisfaction and loyaltyshould be the essential policy. The only way to enable state-owned enterprisesdevelop normally and achieve the goal of providing best quality service based oncustomer’s point of view and increasing corporate income is changing the stale ideasand change the structure of customers.Several parts have been showed in the research. At first, it is showed thecustomer relationship based on theory and introduced the theoretical principle ofcustomer relationship management, of which it is followed by stating the definition,goal and substance. Secondly, according to the characteristics of the logisticscompany loaded in the port, this thesis analysis customer relationship management,production and marketing, based on customer management, service production andmarketing of W company, which relate customer relationship established, customercommunication and customer satisfaction. Finally, according to W company actualsituation of customer relationship, the thesis focus on how to establish framework ofcustomer relationship management and reestablish cooperative relationship betweencustomer and company, whose idea can find and resolve problems, and establish asustained effective improvement.