crm在我国物流企业中的应用研究-企业管理专业毕业论文.docx

ABSTRACT
In the petitive business environment,the increasing petitors and diversification and globalization of business has made petition between enterprises much more municating with customers through all kinds of channels SO as to gain knowledge,could enterprises know more about customers and
improve their satisfaction to get more profit and win when the new es,customers are the most important factors for ess and the source of profit for means that who owns the customers,who will own the market.’ And it will make enterprises’strategy change from product—centered to customer-centered.
But how to get to know what customers need,how to get customer segmentation,how to
change customer relationship and how to improve their satisfaction?Customer Relationship Management(CRM)is used to solve these problems.
CRM puts emphasis on the customer-centered idea should be filtered into
every aspect of enterprise by doing research of characters of our enterprise itself and its industry, Can we integrate business process anization structure,and set up CRM system,which fits to our own business,and Can be helpful to
the development of enterprise.
Our logistics industry is a newly rising industry,and it has developed a relatively mature industry since it emerged in the south—east provinces near to the ,it is making greater and greater effects to our with those overseas 10垂sties enterprises,OUrS are so of the obvious ings is that our enterprises are short of the idea centering on customers’
some enterprises have realized this problem and made great efforts in CRM constructing,
most of enterprises are still staying the stage that acting by ,how to
applying CRM to our logisties enterprises is an important task to be solved immediately. This paper based on the thinking of how to introduce、apply and evaluate CRM,firstly
analyzed t