铁路物流2025，Vol.43Issue(7)：15-19,5.DOI:10.16669/j.cnki.issn.2097-5899.202409190002
国内外典型物流企业客户关系管理发展与启示研究
Development and Implications of Customer Relationship Management in Typical Chinese and International Logistics Enterprises
摘要
Abstract
With the increasing diversification,personalization,and customization of freight market demands,it is imperative to establish an effective customer relationship management(CRM)system to precisely meet customer needs and support the provision of high-quality freight products for railway transport enterprises,making them adapt to the increasingly competitive freight market.Drawing on the successful experiences of Chinese and international logistics companies such as BNSF Railway(USA),DB Cargo(Germany),Maersk,COSCO SHIPPING Lines,SF Express,and JINGDONG Logistics,and based on the current status of CRM in China's railway sector,this study identified several existing issues.These included the need to refine a customer-centric marketing system,enhance the refinement of differentiated logistics products across the entire supply chain,and strengthen the informatization support for CRM.To address these challenges,the study proposed recommendations such as establishing a customer demand-oriented marketing system,offering comprehensive,differentiated,and customized logistics product services,and leveraging information technology to optimize CRM.These suggestions aim to provide insights for China's railway freight enterprises in formulating more precise and effective customer management strategies.关键词
铁路货运/客户关系管理/物流企业/营销体系/差异化服务Key words
Railway Freight/Customer Relationship Management/Logistics Enterprise/Marketing System/Differentiated Service分类
交通工程引用本文复制引用
权诗琦,李光明,倪继娜,周明玺..国内外典型物流企业客户关系管理发展与启示研究[J].铁路物流,2025,43(7):15-19,5.基金项目
中国国家铁路集团有限公司科技研究开发计划课题(P2024X004) （P2024X004）
