The Research On The Implementation Of CRM In The Third-party Logistics Enterprises

With the development of globalization and information technology, Internet e-commerce activities of media is becoming increasingly popular, the traditional sense of the enterprise strategy is changing from the "product-centric" to "customer-centric", customers become important resource for enterprises to compete. As service providers, the third-party logistics also desperately need to establish close and long-term contact with customers. So the implementation of customer relationship management (CRM) has become an objective choice for the third-party logistics enterprises. First this article carries on the theoretical analysis of CRM. It expounds the connotation of CRM and reveals the internal mechanism of CRM to improve yields and reduce the cost from customer loyalty theory and transaction cost theory, and we analyze the benefits of enterprises and customers before and after the CRM implementation from the economic perspective, then on the basis of CRM value chain model, the implementation of the CRM is put forward to guide. In short, the above analysis strengthen the CRM theoretical foundation.Then we analyze the third-party logistics enterprises’customer relationship characteristics and the environment of CRM implementation and then from the perspective of the third-party logistics enterprises own development demand, competition, information construction, mining points of CRM implementation of the third-party logistics enterprises, expounding the necessity and importance of the implementation of CRM the third-party logistics enterprises. Then on the basis of analysis and CRM value chain model of the third-party logistics enterpises, we creat the CRM implementation goal and strategic planning to guide the implementation of CRM in the third-party logistics enterprises. Finally, through the example of China Sinotrans Eastern Company’s CRM implementation, we state the specific implementation process of CRM and the effectiveness. As the aboove analysis and result shows, when implementing CRM, the third-party logistics enterprises should establish clear objectives, gain support from all company employees, optimize business process and choose suitable CRM system.