Customer Relationship Management International Courier Company

Along with technology information development and market competition pressure enhanced, more and more enterprise start to implement CRM, to improve enterprise internal process optimized and strength external customer interaction, and achieve to increase enterprise competition advantage. At the process of transition from "product as center" to "customer as center’, enterprise pays more and more attention to CRM implementation.For international express company, the core product is service, the whole process involve in CRM concept, sale, operation, customer service, finance, and etc. these points impact on customer satisfactory at different level. Under CRM theory and system support, it can help enterprise to enhance customer satisfactory and build up the long term relationship with customer.According to international express company feature, it analyzes the benefit from implementation CRM. As TNT research case, it analyzes its CRM concept, each module implementation, and TCO/TPE project, to dissect CRM implementation in TNT. From multiple sides, customer satisfactory/customer value/customer loss/loyalty/dependence/etc, it analyses its achievement and faulty. And then bring up some improvement actions through the CRM methodology and mining technology.In this text, firstly it introduces CRM theory and international express; secondly, CRM is in the use on the internal express industry; finally, as TNT company as background, study its CRM concept/technology support/implementation routing, find out the advantage and disadvantage point and then bring up improvement actions. Otherwise, I will evaluate the CRM result through one project basing on cooperation with internal function department.Through the text research, I hope that it can help TNT international express and other international express to know CRM function better, and carry forward CRM launch in enterprise management. It can optimize enterprise internal process, make internal cost decreased and increase customer satisfactory and loyalty, which can bring more benefit to enterprise.