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论文编号：	11233
作者编号：	2320170508
上传时间：	2019/12/9 19:23:19
中文题目：	DHL国际快递公司客户关系管理研究
英文题目：	Research on Customer Relationship Management of DHL International Express Company
指导老师：	韩德昌
中文关键字：	DHL国际快递公司；客户关系管理；管理系统；危机管理
英文关键字：	DHL International Express Company; Customer Relationship Management; Management System; Crisis Management
中文摘要：	随着经济全球化的日益发展，信息技术在全球范围内传播的速度进一步加快，企业需要投入越来越多的成本才能在产品研发领域或生产领域建立本身的核心竞争优势，市场对国际快递企业提出了越来越多的要求，同时新生区域型小型快递企业的创立与发展，凭借其独有的灵活多变的服务也为成熟且均有规定流程的跨国集团国际快递公司带来多方严峻挑战。所以，客户关系管理逐步发展为国际快递公司提升竞争力保有品牌优势的有效手段。 本文以客户关系管理理论、客户忠诚度理论、服务营销理论、危机管理理论为理论支撑，采用文献综述和调查访谈方法，对DHL 存在的客户关系管理问题深入研究。第一章主要介绍了论文研究的背景意义与方法内容，第二章主要回顾论文研究相关的理论基础，自第三章开始首先概述DHL 公司客户关系管理现状，其次阐述通过访谈调查发现的管理问题原因，在第四章基于以上分析提出客户关系管理改进的重点内容与方法，并在第五章阐述后续实施的对策与保障。最后，对本文的研究进行总结，找出不足之处，对未来客户关系管理的研究进行展望。 虽然当前我国的部分快递企业已经具备了一定的客户关系管理意识，并将客户关系管理做为企业管理中重要的一环。但由于我国快递公司发展历史较短等原因，导致目前我国快递公司在国际业务上通常以和当地物流公司合作加盟运营为主，因此在客户关系管理中还存有例如缺乏集团统一标准等问题。本文利用理论联系实际的方法对国际快递行业寡头DHL 国际快递公司进行分析研究，得出提升客户关系管理水平的建议、策略与实施保障。不仅对今后DHL 公司的发展具有一定的的作用，也为我国快递企业的发展提供借鉴作用。
英文摘要：	With the development of economic globalization and the acceleration of information technology dissemination in the world, enterprises need to invest more and more costs in order to establish their own core competitive advantages in product research and development or production. The market has put forward more and more requirements for international express enterprises, and at the same time, new regions are emerging. With its unique flexible and changeable services, the establishment and development of small-scale express delivery enterprises has also brought many severe challenges to the mature international express delivery enterprises of multinational groups with prescribed processes. Therefore, CRM has become an effective means for international express companies to enhance their competitiveness and maintain their brand advantages. Based on customer relationship management theory, customer loyalty theory, service marketing theory and crisis management theory, this paper makes an in-depth study of customer relationship management problems in DHL by means of literature review and interview. Chapter 1 mainly introduces the background, methods and significance of the research. Chapter 2 reviews the theoretical basis of the research. From Chapter 3, first it summarizes the situation of DHL Company’s customer relationship management. Secondly, it describes the causes of management problems found through interviews. In Chapter 4, it proposes customer relationship management based on the above analysis. The key contents and methods of improvement are discussed, and the countermeasures and guarantees of follow-up implementation are described in Chapter 5. Finally, I summarizes the research and the shortcomings, prospects the future research of customer relationship management. Although some express companies in our country have a certain sense of customer relationship management, and treat customer relationship management as an important part of enterprise management. However, due to the short development history of express companies in China, it is common for express companies in China to cooperate with local logistics companies in international business, so there are still exist issue in customer relationship management, such as lack of group unified standards. This paper uses the method of combining theory with practice to analyze and study the oligarchy DHL international express company in the international express industry, and draws some suggestions, strategies and implementation guarantees to improve the level of customer relationship management. It not only plays a certain role in the future development of DHL Company, but also provides a reference for the development of express enterprises in China.
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