本文選題：第三方物流企業(yè)　切入點(diǎn)：客戶(hù)關(guān)系管理　出處：《南京師范大學(xué)》2017年碩士論文

【摘要】：隨著我國(guó)社會(huì)經(jīng)濟(jì)的快速發(fā)展,第三方物流市場(chǎng)需求急驟增加。在市場(chǎng)需求的刺激下,國(guó)內(nèi)物流企業(yè)迅猛發(fā)展,行業(yè)規(guī)模不斷擴(kuò)大,加之越來(lái)越多國(guó)外物流企業(yè)涌入國(guó)內(nèi)市場(chǎng),對(duì)加劇國(guó)內(nèi)物流企業(yè)市場(chǎng)競(jìng)爭(zhēng)力帶來(lái)了巨大威脅和挑戰(zhàn)。必須以企業(yè)發(fā)展為主題,以市場(chǎng)需求為主導(dǎo),大力發(fā)展具有駕馭國(guó)內(nèi)外市場(chǎng)競(jìng)爭(zhēng)能力的物流體系。同時(shí),實(shí)施客戶(hù)關(guān)系管理,提高客戶(hù)滿(mǎn)意度、忠誠(chéng)度,提升企業(yè)核心競(jìng)爭(zhēng)力是我國(guó)第三方物流企業(yè)在激烈的市場(chǎng)競(jìng)爭(zhēng)中利于不敗之地的關(guān)鍵。本文通過(guò)運(yùn)用理論分析法、問(wèn)題分析法、實(shí)證分析法,對(duì)第三方物流從理論上進(jìn)行了介紹和分析,對(duì)第三方物流行業(yè)大客戶(hù)特征與大客戶(hù)管理實(shí)踐進(jìn)行了較為翔實(shí)的解析。其次,結(jié)合本人在該公司多年工作實(shí)踐經(jīng)驗(yàn),對(duì)Z公司大客戶(hù)管理現(xiàn)狀和關(guān)系管理中短板弱項(xiàng)重點(diǎn)剖析,并對(duì)化工行業(yè)的大客戶(hù)管理認(rèn)真總結(jié)和理性探討。再次,就目前Z公司客戶(hù)關(guān)系管理中存在問(wèn)題,提出了具有較強(qiáng)針對(duì)性的意見(jiàn)和建設(shè)性建議。闡述了新形勢(shì)下增強(qiáng)國(guó)內(nèi)物流企業(yè)市場(chǎng)競(jìng)爭(zhēng)力,要堅(jiān)持以創(chuàng)新驅(qū)動(dòng)為引領(lǐng),圍繞優(yōu)化客戶(hù)關(guān)系管理這個(gè)重點(diǎn),著力抓住堅(jiān)持改革開(kāi)放、加快轉(zhuǎn)型升級(jí)、瞄準(zhǔn)市場(chǎng)動(dòng)向、改進(jìn)管理方式、提升服務(wù)質(zhì)量、聚集創(chuàng)新人才等核心要素,有效提高客戶(hù)滿(mǎn)意度和忠誠(chéng)度。論證了在當(dāng)前市場(chǎng)競(jìng)爭(zhēng)日益激烈化情況下,大客戶(hù)關(guān)系管理對(duì)企業(yè)市場(chǎng)地位、經(jīng)營(yíng)收入及中長(zhǎng)期發(fā)展戰(zhàn)略起著決定性的關(guān)鍵作用。從中得出的結(jié)論是,實(shí)施大客戶(hù)關(guān)系管理新戰(zhàn)略,對(duì)企業(yè)發(fā)展新經(jīng)濟(jì)、生成新動(dòng)力,保持常態(tài)化、可持續(xù)健康發(fā)展具有現(xiàn)實(shí)的指導(dǎo)意義。
[Abstract]:With the rapid development of our country's social economy, the demand of the third party logistics market increases rapidly. Under the stimulation of the market demand, the domestic logistics enterprises develop rapidly, the scale of the industry expands constantly, and more and more foreign logistics enterprises pour into the domestic market. It has brought great threats and challenges to the market competitiveness of domestic logistics enterprises. It is necessary to take the development of enterprises as the theme and market demand as the leading force to develop the logistics system with the ability to control the market competition at home and abroad. At the same time, Implementing customer relationship management, improving customer satisfaction, loyalty and enhancing core competitiveness are the key to the invincible position of the third party logistics enterprises in the fierce market competition. Empirical analysis, the third party logistics from the theoretical introduction and analysis, the third party logistics industry major account characteristics and key account management practice are more detailed analysis. Secondly, combined with my working experience in the company for many years, This paper analyzes the current situation of key account management and the weakness of relationship management in Z Company, and sums up and discusses rationally the key account management in chemical industry. Thirdly, in view of the existing problems in customer relationship management in Z Company, This paper puts forward some suggestions and constructive suggestions, expounds how to strengthen the market competitiveness of domestic logistics enterprises under the new situation, and how to focus on optimizing the customer relationship management by taking innovation-driven as the guide. Focusing on the core elements of persisting in reform and opening up, speeding up transformation and upgrading, aiming at market trends, improving management methods, improving service quality, gathering innovative talents, etc. Effectively improve customer satisfaction and loyalty. Demonstrate that in the current situation of increasingly fierce market competition, large customer relationship management on the market position of enterprises, The conclusion drawn from the conclusion is that the implementation of the new strategy of key customer relationship management is of great importance to the development of new economy, the generation of new motive force and the maintenance of normality. Sustainable and healthy development has practical significance.
【學(xué)位授予單位】：南京師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F274;F259.23

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本文編號(hào)：1665978