| 基于CRM的第三方物流企业客户服务策略研究 |
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| 引用本文： | 周露,陈来,苑世梅. 基于CRM的第三方物流企业客户服务策略研究[J]. 物流科技, 2014, 0(5): 33-35 |
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| 作者姓名： | 周露 陈来 苑世梅 |
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| 作者单位： | 安徽大学,安徽合肥230601 |
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| 基金项目： | 2012年国家级大学生创新创业训练计划项目,项目编号：201210357169. |
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| 摘 要： | 物流业是一个以服务为核心的行业,第三方物流客户服务水平的高低直接决定了其竞争力的高低,因此提高物流服务水平对于第三方物流企业具有重要意义。文章对第三方物流的服务现状进行了总结,同时针对我国第三方物流在客户服务上存在的种种问题,结合CRM理论进行分析和探讨,提出了切实可行的解决方案,形成了一套第三方物流企业可以实际操作的客户关系管理策略。
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| 关 键 词： | 第三方物流 客户关系管理 客户服务策略 |
The Research of Customer Service Strategies of Third-party Logistics Enterprise Based on the CRM |
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| ZHOU Lu,CHEN Lai,YUAN Shi-mei. The Research of Customer Service Strategies of Third-party Logistics Enterprise Based on the CRM[J]. Logistics Management, 2014, 0(5): 33-35 |
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| Authors: | ZHOU Lu CHEN Lai YUAN Shi-mei |
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| Affiliation: | (Anhui University, Hefei 230601, China) |
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| Abstract: | The logistics industry, is a service industry which takes it as the core, third-party logislics customer service levels will determine the level of competitiveness. In this paper, the problems of third-party logistics service exists on the c.lient, it analysed the CRM theory, raised a viable solution, and finally, it formed a customer relationship management strategy, which is very practical for the third party logistics enterprise. |
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| Keywords: | third-party logistics customer relationship management customer service strategy |
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