Customer Relationship Maintenance Of Logistics Enterprise In EC Environment

As the support of e-commerce,third party logistics enterprise has played an important role in the rise of e-commerce.At the same time,the development of logistics enterprises is closely related to electronic commerce.In the research of modern third-party logistics enterprises(such as Best Express)development,many restricting factors were found,and the customer relationship has become an important factor affecting the development of third party logistics enterprise.This requires that the third party logistics enterprise to take effective measures to enhance the level of enterprise customer relationship maintenance and develop a plan of the implementation of customer relationship maintenance,as well as to improve service levels and market competitiveness,in order to keep an impregnable position in the intense market competition.This thesis used the method of questionnaire and interview to find the related questions of customer satisfaction and loyalty in customer relationship,and used AHP(analytic hierarchy process)to compare the factors of four layers of index(degree,quality of service,fees on time,response speed)and the subordinate factors which affect the Best Express customer relationship.Compared the total weight by Excel algorithm,and the factors of service quality and service on time affected mostly for the maintenance of customer of Best Express.Best Express has the problem of customer information is not complete,the customer classification is not clear and customer churn seriously in customer relationship maintenance,and then put forward and immortal Best Express customer relationship maintenance plan and implementation steps,such as to the improvement of the customer service department,customer identification system,in order to better maintaining good customer relations,so as to improve customer satisfaction and loyalty of Best Express logistics enterprises.The maintenance of customer relationship is related to the enterprise long-term development,and plays a crucial role,to hope that cause enough attention by enterprises,and this is the main purpose of this study.The enterprise can win customer's heart who can accurately to the customer demand;the one who did not realize the importance of customer relationship,then eventually abandoned by the customer.Under this background,the enterprise must change the traditional management idea,to improve the maintenance of customer relationships,with the purpose of everything with customers are as the center and all in order to meetcustomer needs,and adhere to the concept of "customer is god",so as to improve the service quality of enterprise.