Research Of CRM In Forwarder Company TSL

Freight forwarding enterprises is a typical service industry, company wants to continue to develop in competition, retains current customers, attracts new customers, improves customer satisfaction and loyalty, they must pay attention to customer relationship management, CRM is the key to corporate for survival in competition.This article studies the implentation of customer relationship management in freight forwarding company is necessary,analyse internal and external environment of the TSL Shanghai, summarize company’s strengths and weaknesses and the main problems:including the problem of organization management, customer management, supplier management and the company’s market positioning, based on the whole customer relationship management, establish the aim, propose corresponding solutions:organization structure adjustment, set up information platform, the definition of key target customers, establish customer relationship management philosophy and deeply analyse the problem of company. Focus on the process of the implementation of the TSL’s CRM strategy and execute solution, establish the organizational structure based on the core customer, set up the image of organization and consummate corporate culture. Build up customer relationship management system model of company, strength collect customer data and improve customer satisfaction. Start from the concept of customer, TSL propose on service positioning, enhance service awareness, further to improve customer service system, make it has long-term competitive advantages and practical significance.