国内中小物流企业实施CRM的新思考—外取客户关系管理

随着经济全球化的进一步发展和我国加入WTO，外资纷纷进入我国物流市场．我国物流业面临的竞争越来越激烈。如何“留住老客户．发展新客户”是每个国内物流企业领导所关注的问题。国内中小物流企业如何实施CRM战略是决定其竞争成败的关键。但国内中小物流企业的现状又为它们实施CRM设置了障碍。本文通过对国内中小物流企业实施CRM战略的必要性进行分析．结合当前我国中小物流企业的现状提出了我国中小物流企业采用外取客户关系管理的办法能使它们在激烈的竞争环境下取得竞争优势。

The New Thinking on Implementing CRM of the Small and Medium-sized Logistics Business Enterprise in the Domestic—Outsourcing CRM

With the further development of the economic globalization and China's entering to the WTO, the foreign capital enters the Chinese logistics market in succession; the competition which the Chinese logistics industry faces is more and more vehement. How to keep old customers and to develop new customers is the problem that each local logistics business enterprise leadership pays attention to. How to carry out the CRM strategy is the key that decides small and medium-sized logistics business enterprise's success or failure in the competition. But the present condition of the small and medium-sized logistics business enterprise in the domestic establishes obstacle for their carrying out CRM. This text analyses the necessity of implementing CRM strategy, and combining the present condition of the small and medium-sized logistics business enterprise puts forward a new thinking-Outsourcing CRM. Outsourcing CRM can make them obtain competitive advantage under the vehement competitive environment.