Study On Improvement Scheme Of Customer Relationship Management Of No.9 Branch Company Qinhuangdao Port Co.,Ltd.

With the increasingly fierce competition among the global port industries,the major ports will adapt to the changing trend of the market as a vane for the development of enterprises.In recent years,the internal and external development environment of No.9Company of Qinhuangdao Port is undergoing fundamental changes,especially the main business of port operation,which depends on survival,will be faced with multiple pressures from the adjustment of energy structure,diversion of coal transport channels and environmental protection policies,and the situation is grim.In the face of these changes and challenges,how to expand new customer resources on the basis of meeting the needs of existing customers has become an urgent problem for enterprises to study and solve.No.9 Company of Qinhuangdao Port in this paper,the research object,in order to customer relationship management as theoretical basis,in combination with the practical situation of the domestic and foreign research present situation and the enterprise,customer relationship management(CRM)in No.9 Company of Qinhuangdao Port status quo,on the basis of customer relationship management solution,finally establish a set of executable protection programs to strengthen the implementation of customer relationship management(CRM).First of all,the paper expounds the relevant theoretical research basis,which mainly includes the concept of customer relationship management and related management theories and methods,which provides a theoretical basis for the analysis and research work of this paper.Secondly,it expounds and analyzes the current situation of customer relationship management of No.9 Company of Qinhuangdao Port,including the company’s general situation,business process,business status quo,etc.,states the problems and deficiencies in customer relationship management of the company,and analyzes the causes of the problems.Then,in order to provide differentiated services to different customers and improve the overall satisfaction and loyalty of shippers,through the establishment of customer segmentation evaluation system,the shippers of No.9 Company of Qinhuangdao Port are subdivided,and the targeted improvement plan is put forward.Finally,from the customercentered corporate culture,information technology,human resources,supporting and performance appraisal system and other aspects to provide the corresponding safeguard measures,in order to meet the needs of shipowners,enhance the core competitiveness of No.9 Company of Qinhuangdao Port ’s ultimate goal.The research of this paper has certain reference significance to improve shippers’ satisfaction and strengthen customer relationship management in No.9 Company of Qinhuangdao Port.