The Research On The Customer Relationship Management Of H Logistics Company

With the rapid development of Chinese market economy,the business of enterprises tends to be internationalized and the competition of logistics market becomes increasingly fierce.With the gradual speed-up in the development of logistics,third party logistics enterprises have occupied an indispensable part of the trade cooperation with its significant position becoming gradually highlighted.The core of promoting enterprise benefit has gradually transformed to customers rather than products.Customer resources have become the key to the development of enterprises.The gist of customer relationship management has been highly valued by enterprises.The development of customer relationship management is regarded as the center of research in the academic category and also the main direction for the growth of enterprises in the future.Customer relationship management has become an effective tool for modern logistics enterprises to understand and meet customer needs,which enables modern logistics enterprises to take effective means to rapidly and scientifically develop their business and strengthen the logistics system.We should constantly improve the innovation of our products in order to establish a management system which really focuses on customer needs,and to improve customer service level,increase work efficiency and improve the quality,so as to enhance the overall competitiveness and innovation capability of logistics enterprises.Through a combined research of theory and practice towards h logistics company,this paper studies the actual operation of h logistics company and accordingly summarizes some specific problems in their daily management,mainly including the construction of the infrastructure,personnel framework,staff assessment system and other related issues.Then it is possible to generate a series of reasonable proposals or specific measures to improve the customer relationship management.Firstly,it is suggested to classify the company's customers according to their value.Secondly,in terms of the organizational structure,it is proposed to improve customer relationship management through the segmentation of customer value,the reconstruction of organizational structure layout,supporting management of labor cost,information sharing on the platform and standardized service.Thirdly,it is supposed to organize customer satisfaction survey and create customer satisfaction index through analysis and research,in order to improve customer relationship and the quality of service.Fourthly,it is proposed to establish the standards for the evaluation of employee performance and monitor the service quality,so as to improve the company's level of service management.Through empirical research,this paper explores the principles of customer relationship management for the logistics company,providing theoretical reference for the improvement of the customer relationship management of the logistics enterprises,which provides reasonable suggestions and theoretical guidance for the customer relationship management of h logistics company.