宁波快递公司客户关系管理现状调查与分析【毕业论文】

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1、本科毕业论文（20__届）宁波快递公司客户关系管理现状调查与分析II摘要随着信息技术的快速发展，电子商务的普及，客户已经成为各个行业激烈争夺的稀缺性资源。然而面对庞大的客户群体，如何采取针对性的策略进行有效的管理就成为值得研究的新课题。Internet的快速发展将世界的经济带入了一个从没有达到过的增长期。随着电子商务的迅猛发展带动了快递行业的市场规模的壮大，但由于国内行业市场竞争很混乱，同时快递企业在经营理念、服务水平和网络结构等各方面与外资巨头有很大的差距。影响快递行业发展的各种因素一直是人们关注和探讨的问题。本文首先阐述了客户关系管理内涵和意义，并分析了国内外知名快递公司客户关

2、系管理的现状。文章通过对快递满意度的调查问卷的分析，从中找出关键问题，再对问题进行分析和探讨，本文最后通过对于宁波申通快递公司的客户关系管理分析，提出快递公司在客户关系管理方面的问题，并针对这些影响因素提出了相应的政策建议，总结其成功的经验和启示。关键词：快递公司；客户关系管理；发展现状IIAbstractWiththerapiddevelopmentofinformationtechnology，thepopularityofe-commerce，thecustomerhasbecomemoreandmorescarceresourceswhichrivaledbythevari

3、ouscompaniesofallsectors．ThecompanywhoCallretainthekeycustomerandcontinuouslyattractnewcustomers，whowillbeabletosecurethemarketshareandbetheleaderoftherelatedindustry．However,withthehugecustomerdatabase，howtotakeappropriateandeffectivemanagementstrategieshasbecomeanewtopictobestudied．Therapidd

4、evelopmentofInternetwillbetheworld'seconomyintoaperiodofgrowthneverreached,andwiththerapiddevelopmentofe-commerceindustryisdrivingthemarket.However,duetothedomesticindustry,marketcompetitionisveryconfusing，andexpressdeliverycompaniesinthebusinessphilosophy,servicelevelandotheraspectsofnetworks

5、tructurewithalargegapbetweenforeigngiants.Thedevelopmentofexpressdeliveryindustryhasbeentheconcernofvariousfactorsandexploretheissues.Thisarticleelaboratesthecustomerrelationshipmanagementconnotationandsignificance,andanalyzesthedomesticandforeignwell-knownexpresscompanycustomerrelationsmanage

6、mentofthestatusquo.ArticlethroughbytheWanliuniversityforexampletoexpresssatisfactionquestionnaireareanalyzed,andthenexpresscompanyincustomerrelationshipmanagementaspectsoftheproblem,andinthelightofthesefactorsputsforwardrelevantpolicySuggestions.IntheendthepaperthroughtoNingboexpresscompanycus

7、tomerrelationsmanagementofthedevelopmentprocessofempiricalanalysis,andtosumupthesuccessfulexperienceandenlightenment.Keywords:Expresscompany；Customerrelationshipmanagement；DevelopmentpresentsituationIV目录IV毕业论文独创性声明I摘要IAbstractIII1客户关系管理