The Study Of Customer Relationship Management To BES Freight Forwarding Company

Since the U.S. subprime crisis broke out in 2007, the global economies continue to slowdown, the international trade has been a great impact. Because the international freight forwarding companies’business relies on the international trade’s business, it also got a big impact. Compare to some famous and big enterprise, medium and small forwarding companies get more impact. How to adjust the company’s strategy and find a suitable way for keeping on survival and development in order to increase the competitiveness of the enterprises is particularly important.Freight forwarding industry is a typical service industry. Customer resource is the fundamental of the enterprise. How to make a good customer relationship management, how to dig out the customers’value, how to improve the customer satisfaction then change it to the customer loyalty ultimately, then maintain a long-term, stable cooperation with each other is the most important topic need to be considered depth by the freight forwarding companies. Lead the concept of customer relationship management into the daily business of small and medium sized enterprises is a kind of development tendency to improve the competitiveness of enterprises and to make the enterprises and customers keep good communications.Customer relationship management combines the advanced customer management theory with the CRM system. It can help companies to maintain a better customer relationship and data analysis, to reduce the operating costs of enterprises and the loss rate of customers, then finally make the maximization of enterprise profit come true.Based on the research of domestic and foreign customer relationship management literature, combined with theoretical analysis, and the method of questionnaire survey, this article analysis the problems about the company customer relationship management during BES forwarding company’s daily business activities, then provide a series of detail improved solutions. For instance, design a set of CRM system that is suitable for the BES company, increase employee training, adjust the organizational structure, make a work flow reengineering and so on, and make some measurement to ensure these programs will be implemented.Because the research of customer relationship management concept was started a little late in China, there are a lot of immature place. We have to continuous learning advanced theory from the abroad, increasing the pace of independent innovation, then we can explore a set of customer relationship management system that is suitable for domestic enterprises in order to catch the international standards as soon as possible.