Research On The Express Logistics Enterprise Customer Relationship Management Capability In Big Data

The arrival of the big data era has brought more or less influences to many industries.In today's era of inflated data,the big data will be a great help to the development of enterprises in terms of the data-driven enterprises such as courier logistics even more so.As a service industry,the customers are most important and the customer relationship management capabilities reflect the ability of an enterprise to meet customers' needs.So,passive delivery and delivery of this traditional courier logistics business model has been unable to meet customers' needs.Collecting customers' data and analyzing customers' needs should be taken seriously and the development of the big data technology creates the possibility for all these.Effective use of the big data to enhance customer relationship management capabilities is bound to help courier logistics enterprises to better provide services to customers in the industry and occupy a greater competitive advantage.At first,this paper combs the research of the big data and customer relationship management ability at home and abroad,and then summarizes the theory of large data,express logistics and customer relationship management ability,and elaborates the constitution of customer relationship management ability.After that,I analysis how the big data influence the customer relationship management capability in logistic industry and the status of using big data.In the forth chapter,based on the AHP,the evaluation model of the customer relationship management capability of the courier logistics enterprise is constructed,and the three sub-abilities which constitute the customer relationship management ability are taken as the primary indexes,and then each level index is refined into four secondary indexes.And for the courier logistics industry,the level of the indicators of the weight of the score,each layer of the secondary level of the ability to score the status of the courier logistics business customer relationship management ability level.Finally,the author puts forward some suggestions on using the big data to improve the customer relationship management ability of express logistics enterprises.