物流客户服务管理研究

本文首先分析了我国物流客户服务管理中存在的一些问题,进一步指出提升物流客户服务管理的必要性。并针对当前物流客户管理中出现的漏洞,提出建立"以客户为中心"的客户管理思想、有针对性地培育各种客户群、改善售后服务质量、建立客户服务反馈机制、建立高效的CRM软件交流平台等措施。

Study on Logistics Customer Service Management

This paper begins with an analysis of the customer service issues in the management of logistics in China,further points out the need for improving logistics customer service management.Aiming at the shortage of current logistics customer service management,it puts the customer management idea of "customer-centered",pertinently cultivating various customer segments,improving after-sale service quality,establishing customer service feedback mechanism and establishing efficient measures such as CRM software platform.