Customer relationship management strategy of logistics enterprises

Customer relationship management strategy of logistics enterprises

The most important resource of an enterprise is its customers. Modern logistics enterprises are in the golden age of development, and the important guarantee of developing logistics enterprises is to establish long-term trust and cooperation with customers. So what are the strategies for customer relationship management of logistics enterprises? Let's have a look!

1 the significance of logistics customer management

Many real cases tell us that the success of an enterprise depends not only on paying attention to customers' needs, but also on providing customers with the services they need. Most importantly, enterprises should maintain long-term cooperative relations with customers.

The so-called logistics customer management means that logistics service personnel can understand customers' needs and behavior preferences by collecting and analyzing customers' information, provide targeted services for customers, manage the relationship with customers, and cultivate customers' satisfaction and loyalty, so as to achieve? Win-win? Purpose.

2 problems in customer relationship management of modern logistics enterprises

2. 1 Lack of understanding of logistics customer relationship and service awareness.

Many customers of logistics enterprises are not attracted by their excellent service and advanced logistics technology, but only by administrative relations, which is what we usually call it? Related households? . In this way, it is impossible to effectively manage customers, and it is impossible to properly eliminate them according to the advantages and disadvantages of customers. With the development and competition of modern logistics market in China, logistics enterprises must reverse their understanding of the so-called relationship between related households and customers.

2.2 Lack of effective customer classification mechanism

The so-called customer classification refers to distinguishing customers according to their contribution value to the enterprise and providing priority services for high-value users.

The author visited several logistics companies and asked questions about customer classification. Most logistics companies lack effective classification awareness and methods for customers. They define customers only by business volume and net interest rate of goods. They unilaterally think that customers with large business volume are key customers, and customers with small business volume don't need to care too much. Although this customer measurement method can easily classify customers, it is difficult to correctly distinguish those potential customers, thus losing potential customers of logistics enterprises. Therefore, in order to accurately distinguish the size of customers, modern logistics enterprises should distinguish from the potential value of customers, rather than taking business volume as the only criterion.

2.3 Lack of long-term development strategy of customer relationship

At present, because of logistics enterprises and their customers? Special? There is no strategic partnership between the two. As far as the development characteristics of modern logistics enterprises in China are concerned, logistics enterprises urgently need to establish long-term strategic cooperative relations with customers. In this strategic cooperation, logistics enterprises can form a cooperative mechanism of mutual trust, * * * enjoying benefits and * * * taking risks. Forming such a strategic alliance can consolidate the customer relationship between alliances, save logistics costs, enhance the technological innovation of logistics enterprises, and then improve the competitive advantage of the overall logistics enterprises.

3 Logistics enterprises to implement effective customer relationship management strategy

In view of the above problems, logistics enterprises should implement the following strategies to improve relations.

3. 1 Adjust the management concept of logistics enterprises

The first thing that logistics enterprises should do today is to adjust the management concept of enterprises for many years. Customer-centric? The idea came up. Now, most logistics enterprises have not realized this. Customer-centric? This sentence is only superficial. Modern logistics enterprises should learn this concept, pay attention to the interests and needs of customers, actively seek win-win cooperation between enterprises in the same industry, and strengthen communication and exchanges between logistics enterprises.

3.2 Improve customer satisfaction

The so-called customer satisfaction refers to the feeling state of pleasure or disappointment formed by comparing the perceived effect of customers on a product or related service with their expectations.

As a logistics enterprise, customer-centered and customer satisfaction are the starting point and destination of enterprise service. The characteristics of logistics customer service make logistics enterprises have to consider different ways to improve customer satisfaction from other industries. For example, research and design the service system from the customer's point of view to eliminate customer dissatisfaction from the source; Adjust the business structure according to the change of customer demand. Logistics enterprises should establish a rapid response mechanism and an organizational structure to meet customers' needs, so as to provide customers with high-quality and efficient services.

3.3 Logistics enterprise internal staff management

Modern logistics enterprises should actively train their own employees and let them realize the brand-new business philosophy of the enterprise. At the same time, modern logistics enterprises should also attach importance to employees within the enterprise, respect employees and cultivate their loyalty to the enterprise, so as to improve the overall competitiveness of enterprise management.

3.4 Implement different relationship management according to different customer needs.

At present, with the development of science and technology, many logistics enterprises can establish their own information systems. In the data warehouse of the system, logistics enterprises put all the data of customers together and established a comprehensive and systematic data model, which can be effectively analyzed and classified by logistics enterprises, thus providing timely decision-making information for customer management of logistics enterprises. In practical work, many enterprises will classify customers according to a certain level and give special treatment to high-quality customers. Logistics enterprises should learn to use the system to identify the types of logistics enterprise customers, so as to provide differentiated services. For example, customers can be divided into mature customers and potential customers, high-quality customers and inferior customers. Logistics enterprises should treat customers differently and provide practical logistics services for logistics enterprise customers.

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