百世快递客户关系管理存在的问题及对策研究摘要随着我国第三方物流企业的全面发展,各企业都受到来自行业内外的巨大压力,而百世快递作为向现代物流转型期的第三方物流企业需要在竞争中求生存,这就要求百世快递更加注重其客户关系管理,通过企业积累的资料做到以客户为中心,实现企业的最大效益。因此，本文首先阐述了研究百世快递客户关系管理的意义，以及第三方物流企业客户关系管理的国内外研究文献。其次，着重分析了百世快递客户关系管理的实施现状，并提出百世快递实施客户关系管理过程中存在的问题。最后，为百世快递实施客户关系管理提出一些建议。【关键词】百世快递；客户关系管理BESTExpresscustomerrelationshipmanagementexistProblemsandCountermeasuresAbstractWiththefulldevelopmentofthethirdpartylogisticsenterprisesinourcountry,allenterprisesaresubjecttotremendouspressurefrombothinsideandoutsidetheindustry,andBESTExpressasthethirdpartylogisticsenterprisesintransitiontomodernlogisticsneedtosurviveinthecompetition,whichrequirestheBESTExpresspaidmoreattentiontocustomerrelationshipmanagement,throughtheenterpriseinformationaccumulatedtakingcustomercenter,maximizetheeffectivenessoftheenterprise.Therefore,thispaperdescribesthestudyofBESTExpressCustomerRelationshipManagement,andthethirdpartylogisticsenterprisecustomerrelationshipmanagementresearchliteratureathomeandabroad.Secondly,analyzesthestatusofimplementationofBESTExpressCustomerRelationshipManagement,andputsforwardtheexistingprocessofBESTExpressimplementationofcustomerrelationshipmanagementproblems.Finally,putforwardtotheBESTExpresssomesuggestionsofcustomerrelationshipmanagement.[Keywords]BESTExpress;CustomerRelationshipManagement目录一、绪论..........................................................................................................................................1（一）研究背景、目的与意义...............................................................................................1（二）国内外研究综述..........................................................................................................2二、百世快递客户关系管理现状...................................................................................................3（一）百世快递背景介绍.......................................................................................................3（二）百世快递客户关系管理实施现状...............................................................................4三、百世快递客户关系管理存在的问题.......................................................................................6（一）客户需求数据收集不足...............................................................................................6（二）CRM解决率差距较大....................................................................................................7（三）Q9快件跟踪系统信息共享程度低..............................................................................7（四）客户需求变化较快.......................................................................................................8四、百世快递客户关系管理的建议...............................................................................................8（一）研究数据挖掘技术.......................................................................................................8（二）加强各省市CRM管理，实现全面控制.......................................................................9（三）加强总体管理，及时实现信息...
