Research On The Customer Service Strategy Of Collection HL Company Based On Customer Classification

Collecting port is the preprocessing procedure of container export loading and unloading operation,and it is also the basis of terminal export operation.The effect of collecting port may directly affect the efficiency of terminal export loading and have an indirect impact on the carrying cycle of the liner.In addition,in the course of promotion of port business environment,the port operation units,departments and related business units who pay highly attention on port gathering operations particularly about management strategy and resource allocation have abandoned the so-called "protect shipping,abandon land transport" thought.Although port enterprises have attached great importance to the port gathering operation,the direction of operation strategy and the primary service object are still shipping companies.Therefore,land transportation port gathering facilities and equipment investment are limited to satisfy the company's business demand.HL Company,the first specialized container terminal company in Tianjin Port,was selected as the research object in this paper to discuss and improve HL company's collection customer service strategy based on CRM(customer relationship management)theory under the condition where HL Company's existing site conditions,facilities and mechanical conditions are no longer adding investments.First of all this paper summarizes the existing customer service theory and CRM related theories,to find out relevant area about the research.Secondly,it analyzes the service strategy of HL Company,HL Company and HL Company to find out shortcomings and shortcomings.Finally,considering the development strategic direction and actual business situation of HL Company,a feasible customer service strategy that is conducive to a win-win situation for both the company and customers would be drawn by APH to classify port gathering customers.At the same time,the author hopes that this paper would contribute to the promotion of Tianjin Port's business environment.