本文關(guān)鍵詞： 客戶關(guān)系管理 物流企業(yè) 客戶服務(wù)　出處：《大連海事大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著世界經(jīng)濟(jì)的迅猛發(fā)展,商品交易日趨全球化,物流服務(wù)作為貿(mào)易過(guò)程中不可或缺的環(huán)節(jié),重要地位進(jìn)一步凸顯。目前來(lái)看,各行各業(yè)的市場(chǎng)競(jìng)爭(zhēng)策略已從傳統(tǒng)的生產(chǎn)產(chǎn)品競(jìng)爭(zhēng)轉(zhuǎn)為營(yíng)銷策略競(jìng)爭(zhēng),物流產(chǎn)業(yè)也一樣,如何圍繞客戶建立起一個(gè)完善而強(qiáng)有力的客戶關(guān)系系統(tǒng),不斷提升對(duì)客戶的服務(wù)效率和品質(zhì),進(jìn)而增強(qiáng)物流行業(yè)的整體競(jìng)爭(zhēng)力,已成為物流行業(yè)領(lǐng)導(dǎo)者普遍關(guān)心的問(wèn)題。本文以WF公司為研究對(duì)象,在深入分析WF公司客戶關(guān)系管理存在問(wèn)題的基礎(chǔ)上,利用客戶關(guān)系管理理論相關(guān)研究和應(yīng)用成果,提出了公司客戶關(guān)系管理的改進(jìn)方向：(1)對(duì)公司的客戶進(jìn)行價(jià)值分類；(2)組織結(jié)構(gòu)方面：成立了客戶服務(wù)部門,便于加強(qiáng)各部門的協(xié)調(diào)溝通；(3)業(yè)務(wù)流程方面：完善業(yè)務(wù)流程,加強(qiáng)了市場(chǎng)銷售管理、客戶服務(wù)及跟蹤,提升了業(yè)務(wù)流程的響應(yīng)速度；(4)數(shù)據(jù)庫(kù)方面：對(duì)客戶的信息進(jìn)行完善、更新,并配備專人進(jìn)行定期維護(hù),在公司范圍內(nèi)實(shí)行信息庫(kù)共享。同時(shí),為了進(jìn)一步完善和保障公司的客戶關(guān)系管理,對(duì)客戶關(guān)系管理改進(jìn)后的效果進(jìn)行客觀評(píng)價(jià),論文還提出了WF公司客戶關(guān)系管理策略的效果評(píng)價(jià)方法：(1)建立客戶的滿意指標(biāo),并在客戶當(dāng)中進(jìn)行滿意度調(diào)查；(2)建立客戶的投訴機(jī)制,形成投訴管理制度,細(xì)化流程；(3)建立員工績(jī)效考核體系,強(qiáng)化公司服務(wù)水平大步提升。
[Abstract]:With the rapid development of the world economy and the globalization of commodity trading, logistics service, as an indispensable link in the trade process, is becoming more and more important. The market competition strategy of various industries has changed from the traditional production product competition to the marketing strategy competition, and the logistics industry is the same, how to build a perfect and powerful customer relationship system around the customer, To improve the efficiency and quality of customer service and enhance the overall competitiveness of the logistics industry has become a common concern of logistics industry leaders. Based on the in-depth analysis of the existing problems of customer relationship management in WF Company, this paper makes use of the relevant research and application results of customer relationship management theory. This paper puts forward the direction of improvement of customer relationship management in the company: (1) classifying the value of the company's customers. (2) organizational structure: the establishment of a customer service department to facilitate the strengthening of coordination and communication among various departments, and the aspect of business process: perfecting the business process, Enhanced marketing management, customer service and tracking, improved the response speed of business processes / 4) database: to improve and update customer information, and equipped with personnel for regular maintenance, At the same time, in order to further improve and protect the company's customer relationship management, the effect of the improved customer relationship management is evaluated objectively. The paper also puts forward the effect evaluation method of customer relationship management strategy of WF company: 1) establish customer satisfaction index, and carry out satisfaction investigation among customers. (2) establish customer complaint mechanism and form complaint management system. Establish employee performance appraisal system and strengthen the service level of the company.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F274

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本文編號(hào)：1505721