Research Of Customer Relationship Management In GY International Freight Forwarder Company

With the downward adjustment of our international freight forwarding industry,as well as the further opening of foreign trade,China's international freight forwarding market competition has gradually increased and now has formed large state-owned enterprises,giants of Sino-foreign joint ventures and small and medium-sized private enterprises tripod form.Under such fierce competition and diverse customer needs,customer relationship management theory and ideas are particularly critical.It is necessary for international freight forwarding enterprises to transform the management mode of "product-centric" into "customer-centric" management.To provide customers with unique requirements for conventional products or services,and thus to improve customer satisfaction to achieve customer loyalty to repeat the purchase of products or services.GY Freight forwarder company is a private international freight forwarding company;although it has always been to serve the customer as the starting point,there is no customer relationship management corporate culture and system of customer relationship management system.The company's business development slowed down,the staff turnover rate is high.This research is based on the theory of customer relationship management and analyzes the macro-environment and industry environment of GY freight forwarder company at the present stage under the condition of researching literature about CRM.Also,this study investigates the satisfaction of the existing customers of GY freight forwarder company and the Customer relationship service consciousness of internal employee.Based on the survey results,GY company operational Data analysis and the number of annual customer shipments,the study found that GY freight forwarder company has a lack of customer knowledge,customer relationship maintenance costs high,customer churns serious customer relationship management problems.Finally,based on the IDIC model,the paper makes the customer relationship management system of GY freight forwarder company,and ensures the effective implementation of the scheme through the measures of human,financial and material protection,including: Adding specialized CRM personnel,following the optimization organization structure of CRM,and implementing the special cost of CRM.At the end of the paper,the research and prospect of future research are expounded.