第三方物流企业的客户服务策略分析毕业论文

华东交通大学毕业论文

毕业论文

第三方物流企业的客户服务策略分析

第三方物流企业的客户服务策略分析

摘 要

随着全球经济一体化进程加快和网络经济的出现，第三方物流企业经营日益国际化，竞争日趋激烈，加强客户关系管理，将有助于第三方物流企业在今后的经营中获得进一步健康发展，有利于企业赢得市场竞争，从而获得企业的可持续发展能力。

本文旨在通过对第三方物流企业CRM的研究，分析中国第三方物流企业CRM中存在的问题，针对第三方物流企业的特点，对完善第三方物流企业客户服务提出了对策建议，为第三方物流企业完善服务提供有益借鉴。

关键词:

第三方物流；客户关系管理；满意度； 策略 华东交通大学毕业论文

The Analysis of Customer Service Strategy In Third Party

Logistics Enterprise

Abstract

With the quickening of the globalization process and the emergence of network economy, the third party logistics enterprise manages the increasing internationalization increasingly fierce competition. Strengthen customer relationship management, Will contribute to the third party logistics enterprise in future business gain further healthy development, for enterprises to win the competition in the market, to obtain the sustainable development of enterprise ability. This paper aims to the third party logistics enterprise CRM research, the analysis of the Chinese third-party logistics enterprises CRM existing problems, aiming at the characteristics of the third party logistics enterprise, To perfect the third party logistics enterprise customer service, and proposes countermeasures, For the third party logistics enterprise and perfect service providing a useful references.

Key words: party logistics; relationship management; Degree of satisfaction;

Logistics strategy

第三方物流企业的客户服务策略分析

目 录

1.绪论 ....................................................................................................................... 1

1.1 研究背景 ..................................................................................................... 1 1.2 研究目的及意义 ......................................................................................... 1 2第三方物流与第三方物流概述 ............................................................................ 3

2.1 第三方物流的概述 ..................................................................................... 3 2.2 我国第三方物流的发展现状 ..................................................................... 3 2.3第三方物流的优势 .......................................... 4 3.第三方物流企业客户关系管理体系 ................................................................... 5

3.1客户关系管理相关理论 .............................................................................. 6 3.2 第三方物流企业客户关系管理内容 ......................................................... 7 3.3 第三方物流企业客户关系管理的作用、特点和原则 ............................. 8 4.第三方物流企业客户关系管理发展策略探讨 ................................................. 11

4.1 第三方物流企业客户服务存在的问题 ................................................... 11 4.2第三方物流企业客户关系管理发展策略 ................................................ 11 结 论 ................................................................................................................. 12 致谢 ......................................................................................................................... 14 参考文献 ................................................................................................................. 16