经济危机下中小型货代发展策略——客户关系管理应用研究

Economic Crisis Development Strategy for Small and Medium Freight Forwarding——Customer Relationship Management Application

重点从客户关系管理(CRM)切入点出发,论述中小型货代企业如何在危机下运用客户管理关系来保持竞争力并求得发展,这对于企业来说是必须面临的问题。如何吸引客户,保留客户,提高客户满意度,忠诚度也是企业生存的关键。

This paper will start from customer request management（CRM）,small and medium forwarders have to realize how to remain competitive and seek development in crisis with the knowledge of CRM and how to attract and retain customers,improve customer satisfaction and loyalty is the key to survival.