| 第三方物流企业CRM评价指标体系设计与研究 |
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| 引用本文： | 刘增武.第三方物流企业CRM评价指标体系设计与研究[J].广西财经学院学报,2009,22(3):98-102. |
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| 作者姓名： | 刘增武 |
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| 作者单位： | 常州广播电视大学,教务处,江苏,常州,213001 |
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| 摘 要： | 第三方物流企业通过客户关系管理全面有效地管理客户同企业的关系,建立起长久稳定的关系,从而实现客户与企业双方的最大价值.客户关系管理在很大程度上影响着企业的发展和市场的拓展.本文首先阐述了第三方物流企业客户关系管理评价的目的以及原则,将客户价值、物流服务质量及客户满意度作为第三方物流企业客户关系管理的一级评价指标,最后,探讨了模糊综合评价法在第三方物流企业客户关系管理评价体系中的应用.
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| 关 键 词： | 第三方物流企业 客户关系管理 评价指标体系 |
Design & Research of CRM Evaluation Index System of the Third Party Logistics Enterprises |
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| LIU Zeng-wu.Design & Research of CRM Evaluation Index System of the Third Party Logistics Enterprises[J].JOURNAL OF GUANGXI UNIVERSITY OF FINANCE AND ECONOMICS,2009,22(3):98-102. |
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| Authors: | LIU Zeng-wu |
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| Institution: | Office of Academic Aflairs;Changzhou Radio & TV University;Changzhou 213001;China |
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| Abstract: | CRM enables the third party logistics enterprises to manage the relationship of enterprise and customer entirely and effectively,to establish a long,steady relationship of both sides,thereby realize the maximal value of enterprise and customer.To a great extent,CRM influences the development of the enterprises and the expansion of the market.This paper,first described the purposes and principles of CRM evaluation of the third party logistics enterprises,then designed the customer value,service quality and c... |
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