实施VIP客户服务管理战略,提高企业竞争力——广西翁氏八达物流有限责任公司柳州分公司的经营之道

Implementing VIP Customer Service Management Strategy to Enhance Enterprises Competitiveness——On Liuzhou Branch of Guangxi Weng Bada Logistics Co.,Ltd.Business Management

柳州八达为了提高市场竞争能力,提出实施物流VIP服务管理战略,就是指在物流客户群中,对与企业有稳定联系的、业务量较大的、能为企业带来较高利润的客户,在物流业务中提供快速、准时、安全的专门化的服务,达到与这些客户建立起双赢的物流战略。公司对VIP服务系统进行了精心设计,形成了制度化、规范化和标准化的管理体制,取得了较好成效。对所实施的VIP客户服务管理战略过程中存在的一些困难进行探讨,并提出一些对策。

In order to improve market competitiveness, Liuzhou Bada proposes the implementation of strategy of logistics VIP service management, which refers to that in the logistics customer base, the company provides fast, timely, secure, specialized services in the logistics business to those customers who have a stable contact with enterprises, have larger volume of business, and can lead to higher profits for the enterprise, so as to meet with the establishment of win - win strategy for logistics with these clients. The company ＇ s VIP service system has been designed to form the management system of institutionalization, standardization and calibration and has achieved good resuits. This paper is to discuss about the difficulties in the implementation of the strategy, and to put forward some countermeasures.