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1、ABSTRACTComparedwithdevelopedcountry,logisticsisnotsoadvancedinChinawithlowlevelofserviceandlackofprofessionalstuff,eventhewordof“logistics”isnotsostrangeforChinesepeopleandsometimestheyrecognizingtruckingbeinglogistics.Alongwiththeforeigncompanieswhoneed
2、advancedlogisticsserviceandtheforeignlogisticscompany,domesticlogisticcompanyisfacingthecrisis.Belongstoserviceindustry,logisticsalsorecognizecustomerasthebaseofthecompany.Meanwhile,meettheneedsofcustomer,improvecustomersatisfactionandloyaltyshouldbethees
3、sentialpolicy.Theonlywaytoenablestate-ownedenterprisesdevelopnormallyandachievethegoalofprovidingbestqualityservicebasedoncustomer’spointofviewandincreasingcorporateincomeischangingthestaleideasandchangethestructureofcustomers.Severalpartshavebeenshowedin
4、theresearch.Atfirst,itisshowedthecustomerrelationshipbasedontheoryandintroducedthetheoreticalprincipleofcustomerrelationshipmanagement,ofwhichitisfollowedbystatingthedefinition,goalandsubstance.Secondly,accordingtothecharacteristicsofthelogisticscompanylo
5、adedintheport,thisthesisanalysiscustomerrelationshipmanagement,productionandmarketing,basedoncustomermanagement,serviceproductionandmarketingofWcompany,whichrelatecustomerrelationshipestablished,customercommunicationandcustomersatisfaction.Finally,accordi
6、ngtoWcompanyactualsituationofcustomerrelationship,thethesisfocusonhowtoestablishframeworkofcustomerrelationshipmanagementandreestablishcooperativerelationshipbetweencustomerandcompany,whoseideacanfindandresolveproblems,andestablishasustainedeffectiveimpro
7、vement.Keywords：Customers;Relationshipmanagement;Customerdemand;Strategy;Logisticscompany万方数据目录第一章绪论..........................................................................................................11.1选题的背景和意义.....................................
8、..............................................11.1.1全球经济直接影响全球航运市场................................................11.1.2国内经济环境对物流业的影响....................................................21.1.3面对经济形式研究客户的意义...........
