Research On The Implementation Process Of CRM System Of A Logistics Company

With the rapid development of science and technology and social economy,e-commerce activities with network information technology as the main body gradually rise,the development concept of logistics service enterprises also by products for customers,customer resources become the main resource of enterprise competition.As an industry based on service quality,it is very urgent to build a long-term cooperative relationship with customers.In this case,customer relationship management(CRM)emerges as the times require,and becomes the best choice for many enterprises.This paper first describes the concept of customer relationship management,detailed understanding of the connotation of customer relationship management,and then from different angles analysis of customer relationship management applied to the enterprise may produce results,the enterprise before and after the implementation of customer relationship management of customer quantity and enterprise profit analysis,and then put forward to build the value chain model of customer relationship management,in order to provide technical support for the following cases,promote its persuasion.Secondly,from the logistics service enterprise customer relationship management and enterprise customer group specific analysis,summed up the logistics service enterprise customer relationship management advantages,and according to the logistics service enterprise value chain model to analyze specific cases.Finally This paper analyzes a logistics enterprise in detail,describes the enterprise in the implementation of customer relationship management process,the enterprise in the strategic development planning,resource integration,management practices,summed up the experience in these practices and put forward the implementation of customer relationship management advice.In the process of implementing customer relationship management in logistics service enterprises,it is proposed that firstly,a feasible goal should be formulated,supported by enterprise employees and target users,then the service flow should be optimized,and the appropriate customer relationship management system should be selected.The purpose of this paper is to provide theoretical support and practical case analysis for logistics service enterprises,and lay the foundation for the development of the same type of enterprises.