客户关系管理引入铁路货运服务的理论与实践

Theory and Practice on Appling Customer Relationship Management on Railway Freight Service

介绍了客户关系管理引入铁路货运服务的理论基础。客户经济时代的到来,深刻地改变着市场交易中买卖双方(企业和顾客)的既有地位,使顾客满意度成为衡量企业经营好坏的一种最为客观公正的评价标准。客户经济现象已不同程度地存在于包括铁路运输服务在内的众多行业领域,并受到学术界和实业界广泛的关注和重视。最后总结了近年来铁路货运服务引入客户关系管理所取得的有益经验,并指出进一步改善的方向。

The theoretical foundation for applying customer relationship management to railway freight service is introduced. The prospering of customer economy has significantly changed the existing roles of the two parties in market transaction (enterprise and customer) and made the customer satisfaction degree the most objective and fair standard to evaluate the enterprises’ operation. Currently the customer economy has widely existed in various fields including railway transport and aroused great attention of both academic and industrial circles. Relevant experience of applying customer relationship management in railway freight service in recent yeas is finally concluded and direction for future improvement is proposed.