Why Logistics Enterprises need CRM system?
Customer Relationship Management (abbreviated CRM , software, systems, solution) is a set of ideas, organization, technology, one of the new business management model is an improvement of relations between enterprises and customers a new management mechanism. Customer relationship management is the core of customers, based on technology, business and customer interaction is the essence of the objective value-added business value and customer value.
First, our analysis of the logistics enterprise customer resources
Customer resources of logistics enterprises in accordance with the present type of business can be divided into: brokerage customers, investors, customers, asset management, customers, strategic alliance clients, community-friendly organization (or individual).
These customers are characterized by the following aspects: number of customers more extensive geographical distribution; customer buy is not an ordinary physical product, but a real service, requires that the value-added services; customer identification complicated. Logistics enterprise customers from industry and business characteristics of the basic restrictions, can accept almost all industries, enterprises and natural persons. Investment behavior of customers vary widely, the size of funds investors, risk appetite and the market is about to judge a key factor in investor behavior.
Second, China’s logistics problems in customer relationship management
First of all, customer awareness of weak. So far, most of the logistics business is still at the original “in production” as the core management principles, does not form a “customer centric” flat matrix management structure. The various departments and staff appraisal are only the profits and market share, customer retention degree without examination.
Second, the customer information can not be exchanged. As the logistics business to the vertical management model, one-way, closed so that information is not easily communicate between departments, a department or its customers to other departments are not interested in very few take the initiative to communicate with other departments, causing the company customers waste of resources and loss of customer value.
Again, production, marketing channels of communication between the poor. Marketing departments do not know what is producing the production sector, the customer status; production departments do not know what the best selling products.
3, the benefits of building CRM systems
First of all, after the implementation of CRM systems, logistics Qi Ye Huo De customer information in time, in a timely manner Dedaoyewu Ren Yuan and customer contacts of Suoyouhuodong information, Quebao company Shizhongzhangwo customers the latest information and thus avoid the Yin Shen Zhi Ji Da to reduce the flow of Dai business team to the loss of customers. Secondly, CRM system not only of logistics enterprises to effectively Er science to the sales force and sales Guochengjinxing management, but it could make the overall sales logistics Jishilejie situation, to help sales staff Suduan sales Zhou Qi, and efficiency. Again, CRM system implementation can bring advanced logistics enterprise “customer-centered” development strategy and operational concepts, organizational structure and functions of the optimization of enterprise architecture, formation of production and sales of highly efficient and smooth running of the management system of information systems, thus To foster and enhance the core competitiveness of logistics enterprises to provide comprehensive protection.
