基于象限理论的货代企业客户管理策略研究

Research of Freight Forwarder Customer Management Strategy Based Quadrant Theory

分析当前我国国际集装箱运输行业的动态和趋势,指出货运代理当前所面临的困境和挑战。货代企业可以运用四象限理论对客户资源进行特点分析和分类管理,并针对不同客户群体制定相应的企业发展战略,以求抓住发展机遇和规避潜在经营风险。作为案例,货代企业通过与客户的充分沟通,优化仓库作业流程和缩短客户账期来降低客户的资源占用,达到客户所属象限转换的目的。

The article analyzes new trends of current maritime international container transport in China,and points out that the difficulties and current challenges what freight forwarder has to face.Freight forwarder can classify customers and make customer relationship management by using the four-quadrant theory analysis.The article suggests that forwarder should customized development strategies for different customer groups in order to seize opportunities and avoid potential operation risks.As an example,having good communication with customer,freight forwarder managed to transfer customer＇s quadrant by optimizing procedure of loading and shortening customer＇s payment period which also reduce forwarder＇s resource consumption.