摘要
首先介绍客户服务的概念、特征、构成要素及标准;然后简要介绍客户关系管理,阐述企业竞争力的内涵,论述物流企业中客户服务对企业赢得竞争优势的重要性;最后指出客户服务水平绩效评价要素及如何不断改进企业客户服务水平以适应客户不断发展变化的需求．
The concept, character, element and standard of customer service are introduced first. Then the methods of managing customer relationship is briefed. The connotation of competition power of enterprise is elaborated and the importance of customer service for enterprises to win the competitive advantage is discussed. At last the factors for customer service assess are given and how to improve the customer service so as to meet customers increasing needs is indicated.
出处
《上海海事大学学报》
北大核心
2006年第S1期129-133,共5页
Journal of Shanghai Maritime University
关键词
物流
客户服务
核心竞争力
客户关系
logistic
customer service
core competitive power
custom relationship
