论文部分内容阅读
本文对传统铁路货运的客户及改革后的铁路物流在客户关系管理的实际情况进行了系统地分析,通过引入客户关系管理理论及CRM(Customer Relationship Management)技术,分析在激烈的市场竞争机制下,铁路物流在客户关系管理的不足。然后建立适合铁路物流的客户关系管理模型,从客户关怀、客户跟踪及客户发展方面提出了相应措施,对有效地进行铁路货运营销的提供基础保障,也有助于提高客户服务的满意度,保证客户服务沟通与管理的科学性与有效性,从而提出铁路货运客户关系管理策略。
This article systematically analyzes the actual situation of customer relationship management of the customers of traditional rail freight and the reformed railway logistics. By introducing the theory of customer relationship management (CRM) and CRM (Customer Relationship Management), this article analyzes that under the fierce market competition mechanism, Railway logistics in customer relationship management deficiencies. Then, it establishes a customer relationship management model suitable for railway logistics, puts forward corresponding measures from customer care, customer tracking and customer development, provides basic guarantee for effective railway freight marketing, also helps to improve customer service satisfaction and ensure that customers Service communication and management of the scientific and effective, thus proposed railway freight customer relationship management strategy.