The Research On The Customer Relationship Management Of K Logistics Company

In order to adapt to the development of the logistics industry quickly and meet the changing needs of logistics services from customers, it is necessary to study the problems and deficiencies on the customer relationship management of K logistics company and carry out the improvement accordingly, which can improve customer satisfaction, the profitability and the core competitiveness of the company.Researches have been made on the improvement of the customer relationship management of K logistics company with the related theory in this paper. The customer composition and management, business processes, information management and customer services status of K logistics company are introduced and analyzed firstly to figure out the main problems on customer relationship management. With the study and application of theory of customer relationship management (CRM), researches on the improvements are made as following:(1) To identify the value of the customer by making the classification and carrying out management accordingly(2) To restructure company organization by setting up the customer service department and strengthening communication (3) To adjust business processes, including sales management, customer service management and support, and the rapid response of business processes(4) To improve database including customer information, data quality, data maintenance, and database sharingTo ensure the achievement of the improved customer relationship management, following researches are made to ensure the effectiveness of customer relationship management:(1) To set up customer satisfaction index and carrying out the customer satisfaction surveys to increase customer satisfaction(2) To set up the customer complaint system by facilitating customer complaints, standardizing complaint process and unifying complaint management regulations(3) To set up the performance appraisal system for the staff to monitor their service quality in order to improve service level of the company...