基于CRM的货运保价大客户管理的研究  

Research on freight value-insured client management based on CRM

作　　者：沙悦寒[1] 

机构地区：[1]北京铁路局货运处,北京100860

出　　处：《铁路计算机应用》2013年第12期22-24,共3页Railway Computer Application

摘　　要：货运保价大客户作为铁路货物保价运输服务的主要对象,对铁路保价收入具有举足轻重的作用,而目前在保价大客户的管理上还存在信息掌握不全、响应迟缓、服务水平不高的问题,本文基于电子商务环境下不断提升保价大客户服务质量的实施需求,应用CRM理论的方法,对建立保价大客户管理系统进行了研究。Freight value-insured customer was the main object of value-insured transport service of railway freight.It played a decisive role which influenced the railway value-insured revenue.While,there still existed the problems such as lacking of information,slow response and low level of service in the insured customer management.This paper was based on the requirement of enhancing the service quality under the e-commerce environment,used CRM theory,researched on the Insured Customer Management System.

关 键 词：保价运输 大客户 客户关系管理(CRM) 信息系统 

分 类 号：U294[交通运输工程—交通运输规划与管理] TP39[交通运输工程—道路与铁道工程]