中小型航空货代公司客户关系管理(CRM)运营与优化  

Operation and Optimization of Customer Relationship Management in Small and Medium-sized Air Freight Forwarding Companies

作　　者：扈健丽[1] 高艳飞[1] 

机构地区：[1]西安欧亚学院,西安710000

出　　处：《价值工程》2015年第4期17-19,共3页Value Engineering

基　　金：2011年西安市社会科学规划基金(11J102);西安国际港务区CRM体系架构的建设

摘　　要：伴随着贸易全球化进程的不断推进和我国航空运输业的快速发展,民航运输产业正呈现出迅猛发展的蓬勃生机。在民航物流业快速发展的同时,客户对其要求也在不断的提高。本文通过相关数据分析中小型航空货代公司现状,以上海某国际物流公司(简称:XSJ)的客户关系管理为研究对象,通过业务流程分析,提出优化方案,为所在行业的企业客户关系管理提供借鉴。With the rapid development of trade globalization and China＇s aviation industry, the civil aviation transportation industry is showing a vigorous development. With the rapid development of civil aviation logistics industry at the same time, requirements of customers for them are constantly improving. Through the status analysis of relevant data of small air freight forwarding companies, taking Shanghai International Logistics Company Limited （referred as： XSJ） customer relationship management as the research object. Through the business process analysis, optimization solutions are proposed to provide the references for the customer relationship management of enterprise in this industry.

关 键 词：航空货代 客户关系管理 CRM优化 

分 类 号：F560[经济管理—产业经济]