摘要
提出了第三方物流企业的客户关系管理策略,并从战略规划、企业目标、企业文化、物流联盟和软件系统五个方面进行了系统的分析;以客户信息和市场信息为主线,建立了一个第三方物流企业的客户关系管理体系结构,该体系结构分为客户信息收集层、客户信息处理层、客户信息输出(利用)层和支撑系统及技术层等;最后讨论了实施第三方物流企业客户关系管理的物流成本效益分析技术、物流网络调度技术、数据挖掘技术等几项关键技术。
Customer relationship management strategies of the third party logistics enterprise are proposed. The strategy planning, enterprise goal, enterprise culture, logistics alliance, and software system are analyzed. A four-level architecture of customer relationship management of the third party logistics enterprise is established, which includes customer information collecting level, customer information process level, customer information output (use) level, and support system and technology level. The key technology to implement customer relationship management of the third party logistics enterprise, such as logistics cost performance analysis technology, logistics network schedule technology and data mining technology etc are also discussed.
出处
《工业工程与管理》
2004年第4期35-39,共5页
Industrial Engineering and Management
基金
国家自然科学基金资助项目(70272043)
