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介绍了客户关系管理引入铁路货运服务的理论基础。客户经济时代的到来,深刻地改变着市场交易中买卖双方(企业和顾客)的既有地位,使顾客满意度成为衡量企业经营好坏的一种最为客观公正的评价标准。客户经济现象已不同程度地存在于包括铁路运输服务在内的众多行业领域,并受到学术界和实业界广泛的关注和重视。最后总结了近年来铁路货运服务引入客户关系管理所取得的有益经验,并指出进一步改善的方向。
This paper introduces the theoretical basis of introducing customer relationship management into railway freight transportation service. With the advent of the client economy, profound changes have been made in the existing status of buyers and sellers (enterprises and customers) in the market transactions, making customer satisfaction the most objective and fair evaluation standard for measuring the business operation. Customer economic phenomena have varying degrees of existence in many industries, including rail transport services, and has been widespread concern in academia and industry. Finally, it summarizes the beneficial experience gained from the introduction of railway freight transport service into customer relationship management in recent years and points out the direction of further improvement.