Strategic Study For Building-up On Customer Relationship Management In DS Logistics

Since the beginning of the 21 st century,enterprises have paid special attention to the application of information system.The quality of information system construction is directly related to the rise and fall of enterprises in the fierce market competition.The construction of customer relationship management is an important part of information system.The third party logistics industry in China belongs to the modern logistics service industry,because the third party logistics enterprises are not the actual carrier of transportation,customer relationship can be said to be the most important resource of the third party logistics enterprises.Therefore,the construction and development of customer relationship management is very necessary and meaningful for third-party logistics enterprises.This paper first introduces the basic situation of third-party logistics,and points out the importance of customer relationship management to the development of third-party logistics enterprises.Then it expounds the related theories of customer relationship management and the general situation of customer relationship management system,and introduces the relationship between big data management and customer relationship management.The description of relevant theories provides the theoretical basis and the direction of solving strategies for the analysis of specific problems.In practice,based on the DS company's customer relationship management(CRM)as an example,the application of the status quo and the current situation of third party logistics enterprise customer relationship management and trend of research and analysis,summed up the present situation of DS company in the customer relationship management(CRM)four outstanding problems: lack of internal and external system,the lack of big data analysis of customer value oriented,lack of quantitative analysis of customer satisfaction,despise competitive intelligence analysis.In order to solve the above problems,this paper proposes a series of corresponding optimization strategies,finds out multiple factors affecting the problem,constructs a relationship model between multiple factors and the target problem,and proposes management strategies to solve the problem based on the analysis model.In this paper,by using the method of theory combining with practice of DS company customer relationship management process and sorted out the problems and write,help enterprises to understand the importance of customer relationship management,analysis of the need to further build and improve the strategy,expected can help DS companies clear the focus and direction of the future construction of customer relationship management(CRM),provides the certain reference value.At the same time,we also hope that China's third-party logistics enterprises in the development of customer relationship management can be inspired and used for reference.