第三方物流企业的客户关系管理研究

Research on Customer Relationship Management of Third-party Logistics Enterprises

第三方物流企业是数字经济时代的一个新兴产物。研究发现,企业之间的竞争理念正由“以产品为中心”向“以客户为中心”转变,而无形资产则逐渐成为了企业的一项核心竞争要素。分析各大第三方物流企业对外披露的财务报告,可以发现“客户关系”管理存在着诸多问题。文中结合客户关系的定义,对其重要性和内涵进行分析,由此提出它作为无形资产列示的必要性,同时指出现阶段企业客户关系管理所存在的问题,并给出建议。

Third-party logistics enterprises are an emerging product of the digital economy era.In the course of our research,it is found that the concept of competition between enterprises is changing from“product-centric”to“customer-centric”,and intangible assets have gradually become a core competitive factor of enterprises.Through the analysis on the financial reports disclosed by major third-party logistics companies,it can be noted that the management problems of“customer relationship”are so many.This paper analyzes the importance and connotation of customer relationship in combination with the definition of customer relationship,thus proposing the necessity of listing it as an intangible asset,and meanwhile points out the problems existing in the current stage of enterprise customer relationship management,thus giving suggestions.