Research On Customer Relationship Management In Third-Party Enterprise

In our country, under the logistics industry background, with the national industrial policy, the third party logistics development space is vast. However, the impact of the financial crisis, the logistics cost as well as the electronic commerce unceasing seepage has seriously hindered the development of third party logistics. As a service enterprise, customer service is always formed the core and motivation of the logistics needs. Therefore, customer relationship management has become the effective method for the third party logistics enterprises to overcome barriers and enhance the core competitiveness.The service profit chain theory suggests that external customer satisfaction comes from the value of services which created by the productive employees and this value comes from a high quality employee management system and the corresponding management strategy that can make the staff provide external customer satisfying service. But from the present study of the third party logistics customer relationship management, Most of them concerned with external customer management, few study on employee relationship management.Based on the service profit chain theory, used the broad customer concept, this paper established a comprehensive CRM model in which the employee relationship management include employee value evaluation, employee segmentation, employee relationship management strategies and assessment. External customer relationship management include customer value evaluation, external customer segmentation, external customer relationship management strategies and assessment. There are four support activities that excellent corporate culture, organizational structure, a reasonable and efficient business processes and improved information system.Finally this paper taking Xinjiang COSCO International Freight Co. Ltd. as an example, using the comprehensive customer relationship management model, combined with the development strategy of the enterprise, the paper put forward Xinjiang COSCO customer relationship management implementation strategy and safeguard measures.