文档介绍：精品资料
分类号:
2012届本科生毕业论文
题目:联邦快递公司的客户管理研究
作者姓名:
学号:
系(院)、专业: 经济管理学院、市场营销专业
指导教师姓名:
指导教师职称: 助教(硕士)
2012年3月30日
Classification Number:
2012 Undergraduate Graduation Thesis
Title:Small and Medium-sized work Marketing Strategy Research
Name: Zhou Bing Yan
Number: 2009030638
Department、specialty:Economics&Management 、Marketing
Tutor name: Yu Li’e
Tutor title: Assistant(Master)
摘要
客户是企业生存和发展的基础,市场竞争的实质就是争夺客户资源。客户是物流企业赖以生存的重要资源,没有稳定的客户支撑,物流企业就没有持续发展的可能。物流业是一个特殊的行业,它有着类型复杂、数量庞大的客户群体,具有不断创新的物流产品与服务,以及由物流行业本身特征决定的复杂运营模式。客户已经成为当今物流行业激烈争夺的稀缺性资源。个性鲜明的多样化需求使得客户关系管理尤为重要。
联邦快递公司作为物流企业的一个代表,本文作者对该公司的客户管理现状进行分析,从联邦快递公司的企业内部的客户管理现状,、内外部的竞争环境等进行分析,找出了联邦快递公司在客户管理中存在的缺陷和不足,并提出了改进建议。希望通过实施具体方案促进联邦快递公司的整体客户管理效率,进而提高该公司在快递行业内的竞争力、帮助该公司占领更多的市场份额。
关键词:第三方物流企业;联邦快递公司;客户管理;
Abstract
Customer regarded as the foundation of enterprise survival and development, is the essence of petition in the market. Customer is one of the most important resources of logistics enterprise survival. If no stable customer support and logistics enterprises, there is no sustainable development. Logistics industry is a special industry, it has a large number plex customers, innovative logistics products and services, as well as plicated operation mode determined by the characteristics of logistics industry itself. Customer has e scarce in today's logistics petition . Demand of Personality and distinct diversification make customer management particularly important.
F pany as a representative of the logistics enterprises, the author of this article analyzes pany's present customer management status. from analysis of F pany customer management status of internal enterprise, petition environment, the author try to find out deficiencies in customer management for pany, and put forward improvement Suggestions. Hope that through the implementation of specific solutions to promote F express, pany's overall customer management eFiciency, pany'petitiveness can be i