| Today, with the competition in port industry, the competitors increases unceasingly. The competition is not only from the same region,but also from the companies in the same port. On the other hand, the growth of port through capacity has been faster than cargo throughput. Port handling capacity began to appear relative surplus. Faced with increasingly fierce market competition, only if port operators improve service quality to stabilize the existing client base and continuously expand new client base, can take the initiative in the competition. Therefore, it is necessary for the port to build and improve the customer relationship management system, and carry out customer service targetly, thus improve the company's management and service. On the one hand, to increase existing customers'satisfaction and loyalty. on the other, with the help of management system, we can develop the expand the market and find out the potential customers. This will enhance the core competitiveness of the port company and have a strong practical significance.The build of container Port Logistics Information System platform has set off some waves. However, all kinds of problems have been emerged in the using process, resulting in customer complaints. Many ports begin to realize that improving the level of logistics information system is an important way to improve port logistics services. However, for what is a good logistics information system, we lack of a clear set of practical principles and methods. And in practice there are a lot of confused ideas. No exception with the customer service management system, that as an important part of the logistics information system. It should be adjusted timely adjusted according to the customers'need, and finally satisfied with the customers. Based on the above background, we propose using six sigma method to improve the existing customer relationship management system, and enhance the customers satisfaction in the whole supply chain to the system. |
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