长途公路配载客户关系管理信息系统（新）.doc

摘要
长途公路配载客户关系管理信息系统是为物流企业量身设计的客户关系管理系统,其目的是为了利用有限的资源,更好地进行配送活动,这对于解决我国目前交通拥挤的状况有着积极的意义。
所谓物流,业内人士说,即是将货物科学有效的运送出去。它是通过仓储、运输和配送等环节来完成的。配送是物流中一种特殊的、综合的活动形式,是商流与物流紧密结合,包含了商流活动和物流活动,也包含了物流中若干功能要素的一种形式。从物流来讲,配送几乎包括了所有的物流功能要素,是物流的一个缩影或在某小范围中物流全部活动的体现。
客户关系管理,英文简称CRM,就是在企业文化同业务系统结合的同时,形成的以客户为中心的经营理念。CRM既是一种理念,也是一套管理软件和技术。CRM战略就是要促使企业用户从最初的盲目大量化营销,到目标营销,到客户需求导向营销,最终到一对一营销。
关键词:物流;配送;客户关系;公路;管理。
Abstract
Customer relationship management system of long-distance highway is designed for corporation of logistics. It can make use of limited resource to do better. It has affirmative significance to settling traffic jam problem at present.
Logistics , practitioners say, it means that carrying goods with scientific and effective method. It achieves it’s mission through storage, transportation, and distribution. Distribution is an especial and synthetic activity form of Logistics, it is close coalescent of business and goods. It contains business activity and goods activity, it also contains one form of some function factor of Logistics. From view of Logistics, distribution almost includes all of function factor of Logistics, it is a reduction of Logistics ,or embodiment of activity of Logistics in a small bound.
Customer relationship management, CRM for short with English. It is a management viewpoint and it considers customer is central. It is a result of coalescent of corporation culture and operation system. CRM is a viewpoint, and also is management software and technology. CRM stratagem urges corporations to form practice of purposeful rendition ,customer demand rendition, even equity rendition from a mass of rendition at first.
Keywords: Logistics, Distribution, Customer relationship, Highway,Management .

摘要 1
5
物流概述 5
物流的概念 5
国内外物流发展的状况 5
物流信息化系统对运输业的影响 6
配送理论简介 7
配送的概念 7
发达国家的配送 8
客户关系管理国内外现状 9
客户关系管理的概念 9
客户关系管理的重要性 10
客户关系的基础建设 11
成功实施客户关系管理计划的步骤 12