物流业客户关系管理(CRM)系统的构架与建设

Structure and Construction of the Customer Relationship Management (CRM) System of the Logistic Industry

物流业是专门为客户提供物流服务的行业。与传统物流业相比,现代物流业的竞争力来自它为客户提供的增值价值。而客户关系管理(CustomerRelationshipManagement,CRM)系统的建立,则为物流企业创造客户价值、发展忠诚客户提供了有力的技术支持。本文结合物流业的特点,对物流业CRM系统的构架与建设问题进行了专门的探讨。

Logistic industry is a trade specially providing logistic service for customers. Compared with the traditional logistics, the competitive ability of modern logistic industry comes from the rising value provided by it for customers. The institution of the relationship management (CRM) system provides storing technical support for logistic enterprises. This paper makes a special discussion on the problem of structure and construction of CRM system of logistic industry in the light of characteristics of logistic industry.