Customer Relationship Management Implementation In ADPKS Company

"What's service" the topic is becoming hot along with the coming 21^st Century As we know, the 21st century is mainly focused on the services, therefore the traditional customer services concept will no long suit for the rapid increasing requirement of the customer. The new century calls for customer satisfaction system rather than its profit seeking system. The writer hereby addressed how CRM theory applied in ADPKS.The article discussed customer relationship management definition, procedures and specifically value added process. It is clearly indicated that the customer relationship management is the combination of customer, company and employees interests. Any interest over- preference will have the CRM theory implementation invalid.The article is also involved with analysis of china forwarding agent industry, pointing out the direction of ADPKS development under its specific environment.The article states the management review theory. In consideration of reducing business risk, it is critical to establish a flexible organization structure. The writer will take ADPKS company as an example to illustrate here how to strengthen the ADPKS competition in the future through organization structure change and other process reform in the company.Being member of the top management team in ADPKS, the writer carries out the CRM theory implementation and the service system change himself.In this article, the writer applies the theory into ADPKS company and states the ADPKS strategy and structure change, from the business process change to CRM theory implementation. The purpose of the article is to have the reader realize the CRM theory importance and practibility, and the service system reform process and result.