| 基于TPL的铁路货运企业客户服务策略研究 |
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| 引用本文： | 骆艳江,刘伟华.基于TPL的铁路货运企业客户服务策略研究[J].重庆交通大学学报(自然科学版),2004,23(3):98-103. |
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| 作者姓名： | 骆艳江 刘伟华 |
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| 作者单位： | 西南交通大学,交通运输学院,成都,610031;西南交通大学,交通运输学院,成都,610031 |
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| 摘 要： | 笔者在文中首先阐述了我国铁路货运企业的客户服务现状,在分析了基于第三方物流的铁路货运企业客户服务研究的现状的基础上,提出了研究客户服务策略对铁路货运企业的重大意义.进行了基于第三方物流的铁路货运企业开展客户服务的SWOT分析,并提出了SWOT矩阵.在此基础上,本文提出了基于第三方物流的铁路货运企业在实施客户服务策略过程中,要深刻认识到客户服务的动力是实施客户服务导向的物流战略、客户服务的基础是构建铁路货运企业的差异化服务、客户服务的关键是实行客户经理制度,开展一对一营销,客户服务的提升是进行客户资源整合、重视和加强客户服务需要不断的创新等5个基本策略,并以中铁快运为实例进行了分析.
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| 关 键 词： | 第三方物流(TPL) 铁路货运企业 客户服务策略 |
| 文章编号： | 1001-716X(2004)03-0098-06 |
| 修稿时间： | 2003年5月14日 |
Strategies of customer service railway freight enterprises based on the third party logistics |
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| Abstract: | The current researche of customer service of Chinese railway freight enterprises is discussed in the paper. Meanwhile, the significance of the research is also brought up. The SWOT analysis and its matrix are firstly made in the paper, then, the main strategies of customer service of railway freight enterprises based on the third party logistics are also be proposed. Among those strategies, the customer service-oriemted is the motive, the differential services is the basis, the customer manager system is the key, the customer resource integration is the way to upgrade the level of customer service and the innovation is needed continually. At last, a real enterprise case on CRE is analyzed in detail . |
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| Keywords: | third party logistics (TPL) railway freight enterprises customer service strategies |
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