The Research Of Company SF Northeast Region Customer Relationship Management

With the rapid economic development and increasing market competition, customers become the most important resource of modern business, and customer value has been raised to an unprecedented height. Customers become one of the goals of competition. For the enterprise, to strengthen the centralized management of customer resources, improve customer service quality, attention to the latter part of the customer to maintain, enhance the core competitiveness is an important means. And customer relationship management theory is used by more and more enterprise.But now in the courier industry, customer relationship management application of the theory and the degree of emphasis than are some of services, insurance, banking, telecommunications, etc. is still very lacking, and customer relationship management in the express industry has not been raised to a height of,customer relationship management theory is the lack of complete and systematic study.In this paper, the actual situation of the above analysis, in view of customer value to the business benefits of the first studies on the topics of the background and purpose of exposition of the theory of customer relationship management were reviewed, including the core ideological content, etc., and then SF Express Northeast region company as a research object, through the SF Express Company’s customer relationship management status and problems of analysis and research, the SF Express Northeast region customer relationship management improvement measures, including customer segmentation, customer relationship management system of the building,customer loyalty and satisfaction management, customer service management to further strengthen four aspects.This paper aims at SF Express Company’s improved customer relationship management strategy to make it more effective to grasp and retain customers, and better value to customers, to play its due role. At the same time by providing personalized products and services, diversification of customer communication channels to improve customer satisfaction and loyalty, allow customers to bring more profit to the enterprise, so as to implement the purpose of customer relationship management.