The Study On The Customer Relation Management Of Coal Port Based On Service Supply Chain

The CRM is a kind of management philosophy as well as strategy based on thecustomer-centric theory, which by means of information technology, internet,communication technology, integrating the material and data of all the customer-relevantinside or outside the business, improving the business sales, marketing, customer service,supporting and all the customer-relevant business process and leads them into automation,improving the customer satisfaction and loyalty, thereby secures maximum profits.The CRM of coal port is the research objective of this paper, analyzing the CRM ofcoal port based on the perspective of service supply chain, through the steps of customeranalysis management and customer service management, customer informationmanagement to go into the research of coal customer. For the characteristics of this subject,this paper uses system analysis method, a combination of research methods of qualitativeanalysis and quantitative analysis.Firstly, it elaborates the concept of CRM, points out the CRM is playing an importantrole on the coal port development also analyses the features of the customer relationshipof coal port, shows clearly that the CRM consists of customer analysis management,customer service management and customer information management.Secondly, it focus on customer analysis management, then takes s a definition ofcustomer classify on the basis of2/8theory and customer value principle for the key,designing a reasonable customer evaluation index system in line with the features of thecoal port service supply chain and the practical situation of coal port, then establishing themulti-objective decision model for the customer evaluation, making customer levelevaluation by using the RBF neural network approach.Thirdly, it carries on the customer service management research, indicates that thecustomer service management concludes the customer classified management and servicequality management. The customer classified management takes the large accountmanagement as the key, the service quality management includes the service processsupervision and the service results investigation. At last, the customers information management technology should be used to support the customers service management.Finally, after the investigation of the current situation in Jing Tang port, it carriesthrough the customer classified analysis in Jing Tang port, also takes the survey of theservice results in Jing Tang port, successfully uses the above theories in the Jing Tang portCRM. At last, offer a proposal for the better CRM in Jing Tang port.