第三方物流企业的客户关系管理策略.doc

文档介绍：第三方物流企业的客户关系管理策略

摘要:分析第三方物流企业资源闲置、客户企业需求不足的发展现状,认为两者之间能否建立长期战略合作伙伴关系是第三方物流企业发展的重要保证,而第三方物流企业服务水平的高低、战略目标和企业文化的融通程度、分工明确程度、利益平衡、沟通程度及信息透明度是影响战略合作关系的重要因素,最后提出第三方物流企业的客户关系管理策略,树立“一切以客户为中心”的管理理念,利用现代信息管理技术,在制定战略规划时对客户进行归类,对组织的集权程度、管理层次及整合程度进行有效设计,并建立客户档案,实现客户需求反馈,这对于第三方物流企业的发展有一定理论指导意义。
关键词:物流管理;第三方物流;客户关系管理;客户满意;客户忠诚
中图分类号:
Management strategies for customer relationship
of the third party logistics enterprise
HUI Yu-rong
(School of Economics and Management, Chang’an University, Xi’an 710064,Shaanxi China)
Abstract: Aimed at the controdiction between idle resources of the third party logistics enterprises(TPLE) and less demand of customers, the author think that long-term strategic partnership is an assurance of their relationship, and the service level of TPL, understanding degree of strategic goals and corporate culture, clarity of division, balance of profits, communicating degree and transparency of the information are the important factors to affect their relationship. The author puts forward management strategies for customer relationship of the TPLE, establishes the customer-centered notion, suggests using the technology to classify the customer, design anization structure in centralization of state power, administrative levels and integration, and build customer record to realize demand feedback, which will have theoretical guidance for the further devol