苏州大学
硕士学位论文
第三方物流企业客户关系管理研究
姓名:张海英
申请学位级别:硕士
专业:企业管理
指导教师:邵燕华
20080301
第三方物流企业客户关系管理研究
中文提要
第三方物流企业客户关系管理研究
中文题要
随着科学技术的不断发展和全球经济一体化进程的加快,第三方物流作为一种先
进的经营模式,正受到各行各业的广泛关注。目前,我国的物流企业总体上还处于现
代化的转型时期。在这种情况下,第三方物流作为行业的一份子既有无限的发展前景,
又承受着前所未有的冲击。企业能否在不断变化的环境中经受住考验,取决于是否能
满足日益增长的市场需求,是否能从客户关系管理的角度来统筹规划自己的业务。
本文从第三方物流企业客户关系管理基本原理和我国第三方物流企业客户关系
管理现状出发,针对目前存在的问题,旨在为第三方物流企业构建一个客户关系管理
模型,并结合实际,提出了一系列实施策略。然后,借助于平衡计分卡模型,通过改
进平衡计分卡的四个维度,选取合适的分析指标,对第三方物流企业的客户关系管理
进行绩效评价。文章最后对第三方物流企业安泰达公司进行案例分析,指出其在客户
关系管理方面的成功与不足之处,并对其不足提出了一些建议。
关键词:第三方物流客户关系管理理论构建实施策略绩效评价
作
者:张海英
指导老师:邵燕华
The Research
on
Customer Relationship in the
Third Party Logistics Corporations
Abstract
With
the quick
development
of modem science technology and
integrative economy of the whole world,every walk of life is paying widely
attention to third party logistics.At present,
China’S logistics enterprises in
general,
are
still
in the pedod of transition
to
the modem.In such
circumstances,
as a member
of logistics industry third party logistics have
a
bright future and also the big impact of it.The TPL
can
go through the test of
changing environments depends
on
whether they meet the market needs
or
not,
and also depends
on
whether they carry
out
their business from the
perspective of the customer relationship.
Based
on
the principle of CRM and the situations of China’S TPL
companies this paper aims
to put forward
a
CRM
model in order to deal With
some problems resulting from less experience in CRM
operation.The paper is
also to indicate the way how to adopt the
model.By improving the four
dimensions of Balanced Scorecard we
use
reformative BSC
to estimate the
TPL's performance in
CRM.At
la
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