Research On The Customer Relationship Management Of Yto Express Company,Nanchang

With the continuous development of the Internet,the development of e-commerce presents a "fission" growth.Based on this,the volume of express service in our country is astonishing in terms of scale and speed,and the development space is very wide.At the same time,various contradictions and problems caused by the uneven level of the industry are frequent,such as the backlog and damage of the express.It has made a great impact on the healthy and sustained development of the express industry.Therefore,it is necessary to conduct in-depth analysis and Research on the current situation and existing problems of customer relationship management of express enterprises,so as to benefit the development of express industry.In a word,how to do a good job of customer relationship management has increasingly become a major issue facing the express enterprises.This thesis takes the status quo of the low end customer relationship management of Nanchang express as an example,and actively explores the optimization and upgrading of customer relationship management in express enterprises.The thesis is divided into seven chapters.In the first chapter,the thesis explains the background of the topic,the purpose and significance of the study.At the same time,the research methods,research status,and development trend are explained in a more comprehensive way.In the second chapter,the concept of customer relationship management and its theoretical basis are summarized.The third chapter is the analysis of the present situation of customer relationship management in Nanchang courier express.First of all,it briefly describes the basic situation of Yto express company,and comprehensively analyzes the marketing mode of Yto express,focusing on the overall survey and analysis of customer satisfaction of Nanchang express.The analysis relies on two aspects of data: firstly,the state post office entrusts professional third parties to the special survey data of express service satisfaction in China.Secondly,self-organized questionnaire survey was carried out.On the basis of these data,the actual problems and the influencing factors of the Nanchang courier express customer relationship management are analyzed in depth.The fourth chapter,the use of SWOT analysis method,the Nanchang round express delivery market to carry out a comprehensive analysis.Mainly from four aspects,such as the strengths,weaknesses,opportunities and threats of Nanchang express,it explains the role played by customer relationship management in thescientific decision making of Yto express.The fifth chapter,The promotion plan on customer relationship management of Nanchang Yto express company.It focuses on the following aspects: standardization construction,extension and application of new technology,product service orientation,and building a one-stop service platform,closed loop management process,and learning advanced experience at home and abroad.The sixth chapter,the guarantee measures for the implementation of the customer relationship management promotion plan of Nanchang Yto express company.This thesis mainly discusses the four aspects: organization guarantee,system guarantee,technical guarantee and talent guarantee.The seventh chapter,conclusions and recommendations.This thesis takes Nanchang circular express as an example to probe into the innovation of its customer relationship management mode.Really would help Nanchang Yto express a kind of "take the customer as the center" management mode,continuously promote the Nanchang Yto express product,management,service upgrade,at the same time,promote domestic Nanchang Courier industry structure optimization.