铁路货运客户关系管理系统的研究与应用

Study and Application On Customer Relationship Management of Railway Freight Transport

根据铁路货运市场主要表现为服务性产业市场的性质,说明客户关系管理对于铁路货运市场营销的重要性,是关系营销的核心。重点研究设计了铁路分局(公司)基于货票数据库的铁路客户关系管理系统,并在有关部门已经应用。同时提出了基于电子商务系统的客户管理系统的更加完善的形式。

According to the property of service industry for railway freight transportation market, this paper demonstrates the importance of customer relationship management (CRM) to the railway freight transportation marketing and CRM is the core of relationship marketing. The paper researches and designs the system of CRM based on freight transport ticket database for railway sub-administrations (companies) and put it in application in relevant units. It also raises a consummated form of client management system based on electronic commercial system.