The Customer Segmentation And Customer Management Method Of D Container Line Company

In the last decade,the shipping market is a competitive and dynamic market due to international financial crisis,in which the container companies and the maritime union are restructured and consolidated in order to improve the revenue-generating elements.The shipping vessels have been escalated and put in shipping service lines which will reduce costs.However,above control measures only keep the stable short profit,but not improve the capacity of long-term of the revenue-generating.The new technology and CRM were carried in the shipping market and enterprises with the changes of concept.This paper states content that customers should be subdivision as using of the customer segmentation and customer management method based on D Container Line Company.To find out the efficient way to improve customer service experience,market share and the capacity of long-term of the revenue-generating.The thesis is arranged as follows.In first part,it puts forward the contention of this thesis and the significance of studying.In second part,it expounds theories of theoretical knowledge,such as the Customer Management Method,the Customer Segmentation Method and the Cluster Analysis.Which it presents the purpose of differentiated service.In third part,this thesis analyses the issues of customer management in the container line market and D container line company according to theories of theoretical knowledge.Then to the result of customer segmentation according to the Cluster Analysis.In fourth part,it gives the differentiated service methods to the different levels of customers.The last but not the least,after implementing the new customer service management strategy,we discuss how it brings benefits to the enterprise.