Research On Employees Incentive Mechanism Upon Customer Relationship

There is always being intense competition in the freight forwarding industry in China, along with the impact of the financial crisis and the European debt crisis, the market environment got even worse, but we should still see both of the coin are the opportunities and challenges. In the current environment, survival and the development of Enwei and other small-sized freight forwarding companies have been drawn a great deal of attention. This thesis analyzes the current market environment, competitive situation of the industry, and the problem faced to Enwei now, including employee high turnover rate and customers churn. After the calculation and analysis, it shows the strong correlation between the high turnover rate of employee and the high rate of customer churn, as that the high employee turnover led to the churn of customers. And on this basis, with other theories as service profit chain, stakeholders and customer relationship management, this thesis put forward the key measure to stabilize customers is to build up customer relationship management system.To develop any company, the core is the talent. According to the incentive theory, expectancy theory and need-hierarchy theory, this thesis put forward a series of measures and methods to meet the needs of employees, including employee stake ownership incentive and corporate culture construction. These strategies will have important significance on the stability and development of Enwei international freight company in the current state, and it also will be the reference to the similar type of international freight forwarding companies.