Research On Customer Relationship Management Of Port Dry Bulk Terminal Based On Service Supply Chain

As the shipping market matures and development of Marine transportation industry in the important position in the transport increasingly obvious,however the shipping services market changes to the shipping service enterprises in our country also brought unprecedented challenges.Due to the face of global competition,China's shipping logistics service enterprise is no absolute advantage,so the shipping logistics enterprises,the competition between the and customers with comprehensive,high efficiency,low cost,strong demand flexibility service makes each port related port logistics enterprises have to strengthen the related services between the various enterprises in the supply chain coordination degree and the operation efficiency of management.How to carry out the customer management between enterprises in the whole service supply chain has become a key issue in the development of maritime logistics enterprises.Taking Tianjin port of dry bulk terminal customer relationship management as the research object,with ports as the core enterprise to its customers in accordance with the service of the supply chain structure is mainly divided into:upstream of the shipper and rail systems,as well as downstream of the receiving party with the ship company,the ship company.This paper mainly USES the fuzzy comprehensive evaluation method to analyze the customer level and customer service of the upstream and downstream customers.In terms of service supply chain upstream enterprise,this paper customer types can be divided into the following four categories:core customer,important foundation clients,customers,potential customers,using the fuzzy comprehensive evaluation method to determine the existing upstream partner membership level.Service supply chain downstream in the process of enterprise customer satisfaction analysis,from the hardware facilities,the degree of operation efficiency,operation safety,information service customer satisfaction can be divided into several aspects,such as:very satisfied,satisfied,and basic satisfaction,not satisfied with four,using fuzzy comprehensive evaluation method of satisfaction of each enterprise affiliated to the level.Upstream through the evaluation results,Tianjin port dry bulk terminal based on level of potential clients and customers customer accounted for slightly larger,followed by the core client,an important client,for different level of customers should be treated differently,upstream mining potential customers,for the sustainable development of Tianjin port bulk terminal provides ample supply guarantee.The overall customer satisfaction level of the downstream customers of Tianjin port dry bulk terminal is very satisfactory,but we still need to maintain high quality service to provide better service for the downstream customers.