Research On Customer Relationship Management Of CH International Freight Company

In the process of China’s further reform and opening up and the increasingly frequent and close economic and trade relations at home and abroad,the competition in the international freight forwarding market has entered a white hot stage ahead of time.In addition to large state-owned enterprises and Sino foreign joint ventures,many competitors of small and medium-sized enterprises have emerged in this market.At the same time,the needs of customers become more abundant,customer relationship management has been paid more attention by scholars and practitioners.Under such a macro background,the main body of industry competition should shift its focus from products to customers,design products and services around customers’ needs,so as to better meet market demand,make customers more satisfied,enhance customer stickiness and increase market share.Ch freight company has a private nature.Since its birth,the company has attached great importance to customer demand,but it has not built and applied a customer relationship management system,and has not implemented the scientific customer relationship management concept in place.This is an important reason why the development of the enterprise is hindered and the staff team is unstable.First of all,based on the overview of international freight forwarding,customer relationship management theory,customer satisfaction and loyalty theory,this paper analyzes the current situation of customer relationship management of CH international freight company,including freight business status analysis,company performance analysis and financial status analysis.On this basis,combined with the questionnaire survey,it points out the problems of customer relationship management of CH international freight company,including the inadequate concept of customer relationship management,the inadequate application of customer relationship management system,and the inadequate customer service.Secondly,combined with the analysis of the current situation and problems,this paper puts forward the customer relationship management scheme of CH international freight company,including the design principles and objectives,the introduction and application of CRM concept,CRM business process design and CRM service process design.Finally,the paper puts forward the implementation guarantee measures of customer relationship management scheme of CH international freight company,including CRM implementation personnel guarantee,CRM organization structure optimization guarantee and CRM implementation special cost guarantee.