Customer Relationship Management In The International Express Industry Research

Nowadays, Customer Relationship Management (CRM) has been a central content and main object of the company's business management. More and more companies have realized that it is very important to enhance the quality of customer service as well as the customer satisfaction. During the changing from product-centric to customer-centric, the process from standard service to differentiated, personalized service, the companies have changed their attention to customers. Referring to the main local service institutions (such as telegraphy, finance, post and internet), they all have founded customer service system based on call center. In a word, the CRM gained unprecedented attention in all kinds of companies.For the international Express industry, the central product is service and customer relationship is the main content during the whole process. Therefore, the call center which is an important window for communication with customers, as well as the window to show good customer service is the important platform for Express companies to realize CRM.In view of the above-mentioned, the paper takes FedEx as an example for reference. According to the benefits and functions of CRM, this paper will resolve the problems of customer services in FedEx through establishing the architecture of CRM for the company based on theory of analytic CRM. Meanwhile, the architecture will analyze the customer of FedEx on the base of their basic information, business data, sorting, loyalties, satisfaction and etc. under the powerful support of CRM software. Then, the writer provides the basic concept of CRM in FedEx.First, this paper introduces CRM knowledge on the structure. Then, study on practical management of CRM in International Express Service Industry, including International Express Service Industry management theory, management system and management technology. Finally, this paper analyzes CRM system in FedEx, especially with the implementation and improving tactics.The writer hopes that the research can help FedEx and other international express services company to carry out CRM successfully, have a new understanding to customer's importance, manage the data quantity and quality in CRM usage, use these data better by the powerful support of CRM software, help FedEx hold the customers need really and find out the most worthy customer in the company. By providing products and services that aim at them, FedEx can realize customers, satisfaction and loyalties, to get the profit and arrive at the expected result of CRM.