摘 要
隨著信息技術的快速發展、電子商務的普及，客戶己經成為各個行業激烈爭奪的稀缺性資源。誰掌握了客戶，誰就擁有了市場份額。然而面對龐大的客戶群體，如何采取針對性的策略進行有效的管理就成為值得研究的新課題。
圓通公司作為專門為制造及貿易等其他公司提供專業物流服務非生產性企業，對客戶的依賴程度非常高，因此其客戶關系管理顯得尤為重要。
鑒于客戶關系管理在快遞行業應用的相關研究非常少，本文通過運用分析型客戶關系管理理論，從圓通公司的競爭環境以及公司內部的客戶管理現狀等進行分析，找出圓通公司在客戶管理中存在的缺陷和不足，構建適合圓通公司的客戶關系管理體系，提出具體的客戶關系管理體系實施方案，并對保障圓通公司成功實施客戶關系管理體系的關鍵因素做出詳盡的說明，從而使分析型客戶關系管理理論能夠在圓通公司中得以實際運用。
希望通過構建該體系能夠提高圓通公司在快遞行業內的競爭力，幫助圓通公司占領更多的市場份額，同時也對其他快遞企業起到借鑒、幫助作用。
關鍵字：客戶；客戶關系管理；體系；圓通快遞
Abstract
With the rapid development of information technology and popularization of e-commerce, the customer has become an industry competition for the rarity of resources. Who mastered the customer, who has a market share. But in front of the large customer group, and how to take specific strategies for effective management will be worth studying new topic.
As a specialized company for manufacturing yuantong trade and other companies to provide professional logistics service to customers, the productive enterprises of very high, so its customer relationship management is particularly important.
In customer relationship management in the industry application studies very little, based on analytical model of customer relationship management theory, from the competitive environment and yuantong company internal customer management current situation analysis, find in customer management of yuantong defects and deficiencies, construct the yuantong company customer relationship management system, and put forward the concrete implementation plan of customer relationship management system, and to ensure the successful implementation of yuantong company customer relationship management system is the key factor to make detailed instructions, thus make analysis model of customer relationship management theory can be used in the actual yuantong company.
Hope this system can improve by express within the industry in yuantong competitiveness, help yuantong company occupies more market share, but also to other express enterprises have helped. Reference,
