由美丨減刀:始的次贷危机导致的金融危机已经转化为全球性的经济危机,美国,

欧洲,俄罗斯,円本,韩国的经济都已经陷入衰退期。就中国而言,在目前这种

全球环境的压力之下,会遭遇很多的问题和挑战,美国次贷危机对中国经济影响

也很大,由此对国内的-些企业产生了深远的影响。由于所处的行业和环境不同,

各企业所受的影响也是不同的。因为出口受到抑制,外贸易型企业在一定程度上

受到了较大的影响,因此对整个全球物流行业来说也是一股较大的冲击。在当前

形势下,本文以EG物流大连分公司为例,阐述了 EG物流大连分公司应该如何改

进客户服务对策以提高公司核心竞争力并继续在新的市场环境中再创辉煌。

本论文分为6部分。第一部分为论文的前言,主要包括论文的选题背景与意

义、W内外研究现状综述、论文研究思路与框架。第二部分是M际物流企业客户

服务概述,包括国际物流企业客户的定义与类型、国际物流企业客户服务的含义。

第三部分是EG物流大连分公司客户服务现状及案例分析现存问题,首先讲述EG

物流大连分公司客户服务现状,包括公司概述、组织机构、SWOT分析客户服务

现状。接着提出-:个非常具有代表性的案例。最后对案例进行分析,提出客户服

务现存的四点W题。第t部分是EG物流大连分公司客户识别与分析,主要是从

货主客广、船务公司客户、承办商三个角度进彳丁识别分析。第五部分是EG物流

大连分公司的客户服务改进对策。第六部分是结论。

关键词:现代物流企业;以客户为中心;客户服务;客户关系管理

ABSTRACT

The financial crisis originating from the American subprime mortgage crisis has

been transformed into a global economic crisis, plunging the United States, Europe,

Russia, Japan and South Korea into the recession. Under the current global economic

pressure, China is facing a lot of problems and challenges. The American subprime

mortgage crisis also has a great impact on China's economy producing a profound

influence on the domestic enterprises. The impact on the different enterprises varies due

to different industries and environments. Since the export is inhibited, the enterprises

are greatly affected and this is also true for the entire global logistics industry. In the

current circumstances the competition in the logistic market is inevitably worsening.

There are six parts in the paper. The first part is the foreword of the paper, mainly

including the paper selected topic background and significance, the research status both

at domestic and abroad, thesis research ideas and frameworks. The second part is the

summary of international logistics enterprise customer service, including the definition

and types of international logistics enterprise customers, the meaning of international

logistics enterprise customer service. The third part is the EG logistics Dalian branch

customer service present situation and the case analysis of existing problems, first of all

about EG logistics Dalian branch customer service present situation, include company

overview, structure present situation, SWOT analysis, customer service. And then put

forward three representative cases. Finally, put forward four customer service existing

problems from case analysis, The fifth part is EG logistics Dalian branch customer

identification and analysis, mainly from the owner customer, shipping company,

cooperator forwarder identified three Angle analysis. The fifth part is EG logistics

customer service improvement countermeasures of Dalian branch. The sixth part is the

conclusion.

Key Words: Modern logistics enterprise; Customer-centered; Customer service;

Customer relationship management