Improvement Study Of Customer Relationship Management On FD Company

FD is a relatively young international express company, the company has an independent international air cargo network. In the past years, it insists on adopting information technology, has always been committed to provide safe and efficient delivery services to customers; inside FD, scientific, rational structure and functions of the division has formed, and most of them can provide reliable and efficient operation efficiency; after entering the 21 st century, due to the quantity of FD company, the number of customers and shipments still keep a rapid growth, but the structure and functions of some division have been unable to fully meet the customer's strong demand. From the data of customer relationship management level, we had found that, on one hand, customer satisfaction index showed a general downward trend and volatility, on the other hand, the customer retention rate also declined. From visiting the company management staff and general staff, the author found that the current level of FD Company's current customer relationship management is lagging behind, has not been updated in a timely manner, and is the most direct reason.In this context, the author locked the research target in the analysis of customer relationship management improvements. First, analyzed operating status of CRM in all departments, especially in the business department and customer service department. Secondly concluded the main problems of customer relationship management in the business departments, especially in operation department, information technology department; summed up the main improvement needs to enhance full customer relationship, the needs of management theory, the needs of organizational structure reform, the needs of customer information system improvement, and the needs of customer classification system. Then, put forward the improvement countermeasures,respectively according to the theory of cultivation, business and functional departments. Finally, the implementation of Study on the countermeasures to improve the organization, mainly discussed the implementation countermeasures of preparation, execution, control and evaluation of concrete index and process.The main innovation embodied in: organization reform under the guidance of related theory on customer relationship management, in order to achieve the expected customer relationship management objectives; to split the customer service department, the reconstruction of the call center, clear the customer service department's main duties; to establish permanent customer relationship management improvement committee, solely responsible for starting and promoting the improvement of the project; to establish the department of customer relationship, solely responsible for research and analysis of specific improvement needs and countermeasures.