K物流公司的客户关系管理研究

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1、上海交通大学硕士学位论文K物流公司的客户关系管理研究姓名：陈韬申请学位级别：硕士专业：工商管理指导教师：任建标20080601（2）通过建立客户投诉系统，方便客户投诉，规范投诉流程和统一投诉管理制度（3）通过建立员工绩效考核体系，监控员工的服务质量，从而提高公司服务水平关键字：客户关系管理，物流企业，客户服务THERESEARCHONTHECUSTOMERRELATIONSHIPMANAGEMENTOFKLOGISTICSCOMPANYABSTRACTInordertoadapttothedevelopmentofthelogisticsindustryquicklya

2、ndmeetthechangingneedsoflogisticsservicesfromcustomers,itisnecessarytostudytheproblemsanddeficienciesonthecustomerrelationshipmanagementofKlogisticscompanyandcarryouttheimprovementaccordingly,whichcanimprovecustomersatisfaction,theprofitabilityandthecorecompetitivenessofthecompany.Resear

3、cheshavebeenmadeontheimprovementofthecustomerrelationshipmanagementofKlogisticscompanywiththerelatedtheoryinthispaper.Thecustomercompositionandmanagement,businessprocesses,informationmanagementandcustomerservicesstatusofKlogisticscompanyareintroducedandanalyzedfirstlytofigureoutthemainpr

4、oblemsoncustomerrelationshipmanagement.Withthestudyandapplicationoftheoryofcustomerrelationshipmanagement(CRM),researchesontheimprovementsaremadeasfollowing:(1)Toidentifythevalueofthecustomerbymakingtheclassificationandcarryingoutmanagementaccordingly(2)Torestructurecompanyorganizationby

5、settingupthecustomerservicedepartmentandstrengtheningcommunication(3)Toadjustbusinessprocesses,includingsalesmanagement,customerservicemanagementandsupport,andtherapidresponseofbusinessprocesses(4)Toimprovedatabaseincludingcustomerinformation,dataquality,datamaintenance,anddatabasesharin

6、gToensuretheachievementoftheimprovedcustomerrelationshipmanagement,followingresearchesaremadetoensuretheeffectivenessofcustomerrelationshipmanagement:(1)Tosetupcustomersatisfactionindexandcarryingoutthecustomersatisfactionsurveystoincreasecustomersatisfaction(2)Tosetupthecustomercomplain

7、tsystembyfacilitatingcustomercomplaints,standardizingcomplaintprocessandunifyingcomplaintmanagementregulations(3)TosetuptheperformanceappraisalsystemforthestafftomonitortheirservicequalityinordertoimproveservicelevelofthecompanyKEYWORDS:customerrelationshipmanagement,logi