A Research On CRM Application Of HJC Freight Forwarding Company

Since reform and opening up, China's freight forwarding industry developed rapidly. At present China accomplishes opening up both externally and internally, competitions become more intense. Now the shipping market is oversupplied. so is freight forwarding industry. On the whole, China's freight forwarding industry is still in a state of low level. With the challenges of globalization, domestic freight forwarding enterprises will be brought impact of logistics enterprises from oversea large freight forwarding.Based on the analysis of HJC freight forwarding companies, identifying customer relationship management is the competitive advantages of constructing HJC. Combined with the actual situation of HJC, the implementation of customer relationship management is discussed.The first chapter of the essay gives explanations of research background, purpose, idea and the methods. It also summarizes the related theoretical literature of customer relationship management. In chapter two, the definition and the role of international freight forwarding industry and the status quo of domestic freight forwarding industry are demonstrated, which give an outline of the freight forwarding industry.In the third chapter, it resolves the problems Why the HJC should implement customer relationship management. Giving a brief introduction of HJC Freight Forwarders Company, I make a strategic analysis and formed differential customer relationship management strategies. In the last part of chapter three, it gives the analysis of HJC's customer relationship management status quo and issues.The content of chapter four is the essential part of the essay. It covers several perspectives such as business philosophy, organizational structure, customer identification, service process re-engineering, remedial services and customer drain handling and, the final customer relationship management system implementation, which give a comprehensive discussion about the HJC's customer relationship management. I give a simple the satisfaction of evaluation model, loyalty evaluation model for HJC, optimize the process of the HJC, and recommend of the remedial services and the loss of customers. Finally the framework and the module system are to be brought forward to the customer relationship management system.