Analysis On Customer Relationship Of Xianglong Company

The essence of logistics is to serve, offering service for the manufacturer s products and distribution, for the end user s products, and for the organization and harmory of the supplying chain etc. Customer's satisfaction is very important for logistics enterprises. But customer relationship management of logistics in our country is confused at present, the low quality of service make a large amount of loss customer's and brings very greats loss to enterprise. The setting-up of CRM system affords powerful technical support to creating customer's value and developing the loyal customer for logistics enterprise. It is urgent affairs for XiangLong logistics corporation , analyzing the means to raise customer's satisfaction and to keep customer's loyalty, attaching importance to internal marketing. This thesis has a special discussion on the framework of CRM system of logistics enterprise by analyzing the characterstic of the logistics enterprise. This thesis introduces the means to raise customer's satisfaction and to keep customer s loyalty.Customer Relationship Management origins from the commercial mode which regards customers as the center. It is a kind of mechanism of management that aims at improving the relation between the enterprise and customers. In order to attract and keep more customers through optimizing workflow which faces the customers, it works at enterprise's departments of market, sale, technology support which are related to customers.This thesis introduces customer relationship management theory at first, then constructs the model of customer relationship management combining the characteristics of logistics enterprise and then carries on detailed analysis on the basis of it. At last analyze the means to raise customer's satisfaction and to keep customer's loyalty. Through the research, the author hopes that this thesis can offer help for the logistics enterprise to realize Customer Relationship Management, while it can have a dedication for developing XiangLong corporation.