Research On The Tianjin Wailundaili Customer Relationship Management

Due to the late start of the domestic shipping companies, the quality of employees is not high, a lower level of overall management, coupled with strong positioning in the early stages of development, so from a sense of service or level of service to stay at a relatively early stage. However, along with the entry of foreign shipping companies, scientific and advanced management mode with access to domestic shipping. As a service industry, the customer is always the survival of the enterprise, shipping companies must be in order to meet customer needs, improve customer satisfaction and loyalty as a new focus. The only change in the thought of the boatman, effectively aware of the shipping company is also a service industry, should be a priority to provide the best quality service to real departure from the customer’s point of view, improve service quality, to attract more customers to increase corporate income..The main research work are as follows:First, the theory of customer relationship, the theoretical basis of the customer relationship management. Introduced customer relationship management generated on the basis of the definition of objectives and content of the customer relationship management elaborated, and focuses on the composition of the customer relationship management and functions of each part as well as the means of achieving customer relationship management; Secondly, according to Tianjin outside on behalf of the client operating services product management and market operators, customers of Tianjin Penavico the marketing, customer demand and customer relationship management carried out a detailed analysis, analysis of customer relationship management, customer relationship established, customers communication and customer complaint handling are discussed; Finally, the combination of the actual situation of the Tianjin Foreign behalf of the customer relationship management, and proposed the relevant recommendations of customer relations, that evaluated regularly establish customer relationships; timely measurement of customer satisfaction and improved; timely tracking, identify problems and take the targeted improvements; obtain compared with competitors and the industry benchmark satisfaction information, promote system improvements; build a cooperative relationship with the outsourcing party.