第三方物流企业的客户关系管理策略

第三方物流企业资源闲置,而客户需求不足,这两者之间能否建立长期战略合作伙伴关系是第三方物流企业发展一个重要保证。第三方物流企业服务水平的高低、战略目标和企业文化的融通程度、分工明确程度、利益平衡、沟通程度及信息透明度是影响两者关系的重要因素。提出第三方物流企业的客户关系管理策略,树立“一切以客户为中心”的管理理念;利用现代信息管理技术,在制定战略规划时对客户进行归类;对组织的集权程度、管理层次及整合程度进行有效设计,并建立客户档案,实现客户需求反馈,这些策略的实施对于第三方物流企业的发展有一定理论指导意义。

Management strategies for customer relationship of the third party logistics enterprise

Aimed at the controdiction between idle resource of the third party logistics(TPL) enterprise and less demand of customers,the author thinks that long-term strategic partnership is an assurance of their relationship,and the service level of TPL,understanding degree of strategic goals and corporate culture,clarity of division,balance of profits,communicating degree and transparency of the information are the important factors to affect their relationship.The author puts forward for management strategies customer relationship of the TPL,establishes the customer-centered notion,suggests using the internet technology to classify the customer,designs the organization structure in centralization of state power,administrative levels and integration,and builds customer record to realize demand feedback,which will have the theoretical guidance for the further development of the TPL.