Research On Customer Relationship Management In General Cargo Branch Company , Qinhuangdao Port Group Co., Ltd.

For ports,the essence of competition is actually the competition of service levels.Along with the increasingly fierce competition among the ports in the Circum-Bohai Region,the ability to compete for customers under the homogeneity of service level will be an important standard for measuring port levels and source of profits.As a 100-year-old port,Qinhuangdao Port is mainly engaged in coal transportation.Therefore,the General Cargo Branch Company plays an important part in complementing port operations.The research of this thesis would be of enormous value for how to maintain customers,properly deal with customer relations,improve the level of customer management and make our enterprise invincible in the fierce market competition.With General Cargo Branch Company as the main research object,this paper is based on the theory of customer relationship management.According to research status both at home and abroad and combining the actual situations,this paper proposes to build customer relationship scheme and finally set up a whole set of executable secure solutions to actively strengthening customer relationship management,which can provide valuable reference for the development of enterprise.The first part of the thesis gives relevant information in terms of the background,research purposes as well as the current status of customer management implemented worldwide so that the main content of the research,together with the methodologies applied in this thesis,can be determined.Then the theoretical research,including the concept and relative theories of customer management,will be illustrated in detail.In the second part,the current situation of customer management of Qinhuangdao Port,including the profile of the company,the business and management conditions will be analyzed.As a result,the potential problems and the reasons in terms of customer management in this company will be discussed.In the third part,in order to develop potential customers,maintain the current customers and to retrieve former customers,the construction of the scheme related to the customer management of the company will the interpreted by classifying the customersbased on effective evaluation system.In the final part,the corresponding measurements to the problems mentioned above will be given and the direction of the customer management in the future will be illustrated from the aspects of establishing corporation regular,modifying the structure of organization as well as improving the system of customer files.