宁波快递公司客户关系管理现状调查与分析毕业论文.doc

本科毕业论文 （20_ _届） 宁波快递公司客户关系管理现状调查与分析 摘 要 随着信息技术的快速发展，电子商务的普及，客户已经成为各个行业激烈争夺的稀缺性资源。然而面对庞大的客户群体，如何采取针对性的策略进行有效的管理就成为值得研究的新课题。Internet的发展将世界带入了一个文章通过对的调查问卷的分析关键词：；；Abstract With the rapid development of information technology，the popularity of e-commerce，the customer has become more and more scarce resources which rivaled by the various companies of all sectors．he company who Call retain the key customer and continuously attract new customers，who will be able to secure the market share and be the leader of the related industry．However, with the huge customer database，how to take appropriate and effective management strategies has become anew topic to be studied．The rapid development of Internet will be the worlds economy into a period of growth never reached, and with the rapid development of e-commerce industry is driving the market. However, due to the domestic industry, market competition is very confusing， and express delivery companies in the business philosophy, service level and other aspects of network structure with a large gap between foreign giants. The development of express delivery industry has been the concern of various factors and explore the issues. This article elaborates the customer relationship management connotation and significance, and analyzes the domestic and foreign well-known express company customer relations management of the status quo. Article through by the Wanli university for example to express satisfaction questionnaire are analyzed, and then express company in customer relationship management aspects of the problem, and in the light of these factors puts forward relevant policy Suggestions. In the end the paper through to Ningbo express company customer relations management of the development process of empirical analysis, and to sum up the successful experience and enlightenment. Keywords: Express company；Customer relationship management； Development present situation 毕业论文独创性声明 I 摘 要 I Abstract III 1 客户关系管理的内涵 2 1.1客户关系管理的概念 2