本文選題：第三方物流企業(yè)　切入點：客戶關(guān)系管理　出處：《南京師范大學(xué)》2017年碩士論文

【摘要】：隨著我國社會經(jīng)濟的快速發(fā)展,第三方物流市場需求急驟增加。在市場需求的刺激下,國內(nèi)物流企業(yè)迅猛發(fā)展,行業(yè)規(guī)模不斷擴大,加之越來越多國外物流企業(yè)涌入國內(nèi)市場,對加劇國內(nèi)物流企業(yè)市場競爭力帶來了巨大威脅和挑戰(zhàn)。必須以企業(yè)發(fā)展為主題,以市場需求為主導(dǎo),大力發(fā)展具有駕馭國內(nèi)外市場競爭能力的物流體系。同時,實施客戶關(guān)系管理,提高客戶滿意度、忠誠度,提升企業(yè)核心競爭力是我國第三方物流企業(yè)在激烈的市場競爭中利于不敗之地的關(guān)鍵。本文通過運用理論分析法、問題分析法、實證分析法,對第三方物流從理論上進行了介紹和分析,對第三方物流行業(yè)大客戶特征與大客戶管理實踐進行了較為翔實的解析。其次,結(jié)合本人在該公司多年工作實踐經(jīng)驗,對Z公司大客戶管理現(xiàn)狀和關(guān)系管理中短板弱項重點剖析,并對化工行業(yè)的大客戶管理認(rèn)真總結(jié)和理性探討。再次,就目前Z公司客戶關(guān)系管理中存在問題,提出了具有較強針對性的意見和建設(shè)性建議。闡述了新形勢下增強國內(nèi)物流企業(yè)市場競爭力,要堅持以創(chuàng)新驅(qū)動為引領(lǐng),圍繞優(yōu)化客戶關(guān)系管理這個重點,著力抓住堅持改革開放、加快轉(zhuǎn)型升級、瞄準(zhǔn)市場動向、改進管理方式、提升服務(wù)質(zhì)量、聚集創(chuàng)新人才等核心要素,有效提高客戶滿意度和忠誠度。論證了在當(dāng)前市場競爭日益激烈化情況下,大客戶關(guān)系管理對企業(yè)市場地位、經(jīng)營收入及中長期發(fā)展戰(zhàn)略起著決定性的關(guān)鍵作用。從中得出的結(jié)論是,實施大客戶關(guān)系管理新戰(zhàn)略,對企業(yè)發(fā)展新經(jīng)濟、生成新動力,保持常態(tài)化、可持續(xù)健康發(fā)展具有現(xiàn)實的指導(dǎo)意義。
[Abstract]:With the rapid development of our country's social economy, the demand of the third party logistics market increases rapidly. Under the stimulation of the market demand, the domestic logistics enterprises develop rapidly, the scale of the industry expands constantly, and more and more foreign logistics enterprises pour into the domestic market. It has brought great threats and challenges to the market competitiveness of domestic logistics enterprises. It is necessary to take the development of enterprises as the theme and market demand as the leading force to develop the logistics system with the ability to control the market competition at home and abroad. At the same time, Implementing customer relationship management, improving customer satisfaction, loyalty and enhancing core competitiveness are the key to the invincible position of the third party logistics enterprises in the fierce market competition. Empirical analysis, the third party logistics from the theoretical introduction and analysis, the third party logistics industry major account characteristics and key account management practice are more detailed analysis. Secondly, combined with my working experience in the company for many years, This paper analyzes the current situation of key account management and the weakness of relationship management in Z Company, and sums up and discusses rationally the key account management in chemical industry. Thirdly, in view of the existing problems in customer relationship management in Z Company, This paper puts forward some suggestions and constructive suggestions, expounds how to strengthen the market competitiveness of domestic logistics enterprises under the new situation, and how to focus on optimizing the customer relationship management by taking innovation-driven as the guide. Focusing on the core elements of persisting in reform and opening up, speeding up transformation and upgrading, aiming at market trends, improving management methods, improving service quality, gathering innovative talents, etc. Effectively improve customer satisfaction and loyalty. Demonstrate that in the current situation of increasingly fierce market competition, large customer relationship management on the market position of enterprises, The conclusion drawn from the conclusion is that the implementation of the new strategy of key customer relationship management is of great importance to the development of new economy, the generation of new motive force and the maintenance of normality. Sustainable and healthy development has practical significance.
【學(xué)位授予單位】：南京師范大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;F259.23

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本文編號：1665978