摘要 进入21世纪以来，企业特别关注和重视信息系统的应用，信息系统建设的 好坏直接关系到企业在激烈市场竞争中的兴与衰，客户关系管理的建设又是信息 系统中的重要一环。第三方物流行业在国内属于现代物流服务业，因为第三方物 流企业不是运输的实际承运人，客户关系可以说是第三方物流企业的最重要资源。 因此客户关系管理的建设和发展对第三方物流企业来说非常必要和有意义。 本文首先介绍了第三方物流的基本状况，指出客户关系管理对于第三方物流 企业发展的重要性。接着阐述了客户关系管理的相关理论和客户关系管理系统的 概况，介绍了大数据管理与客户关系管理的关系。相关理论的叙述为分析具体问 题找到理论依据和解决策略的方向。 在实际应用上，本文以DS公司的客户关系 管理的应用为例，对其现状和第三方物流企业客户关系管理的现状和趋势进行了 详细的调研和分析，归纳出目前DS公司在客户关系管理中存在的四个突出问题： 缺少内外部系统互通，缺乏以客户价值为导向的大数据分析，缺少定量的客户满 意度分析，轻视竞争情报分析。为了解决以上问题，本文提出了一系列对应的优 化策略，找出影响问题的多个因素，构建多因素与目标问题的关系模型，基于分 析模型提出解决问题的管理策略。 本文通过理论结合实践的方法对DS公司客户关系管理历程以及出现的问题 进行梳理和编写，帮助企业深入认识客户关系管理的重要性，分析出需要进一步 需要建设和完善的策略，期望可以帮助DS公司明确未来客户关系管理建设的重 点和方向，提供一定的参考价值。同时也希望我国的第三方物流企业在发展客户 关系管理方面可以得到启发和借鉴。 关键词：客户关系管理，第三方物流，客户价值，客户关系管理系统 吉林大学硕士学位论文 Abstract Since the beginning of the 21st century, enterprises have paid special attention to the application of information system. The quality of information system construction is directly related to the rise and fall of enterprises in the fierce market competition. The construction of customer relationship management is an important part of information system. The third party logistics industry in China belongs to the modern logistics service industry, because the third party logistics enterprises are not the actual carrier of transportation, customer relationship can be said to be the most important resource of the third party logistics enterprises. Therefore, the construction and development of customer relationship management is very necessary and meaningful for third-party logistics enterprises. This paper first introduces the basic situation of third-party logistics, and points out the importance of customer relationship management to the development of third-party logistics enterprises. Then it expounds the related theories of customer relationship management and the general situation of customer relationship management system, and introduces the relationship between big data management and customer relationship management. The description of relevant theories provides the theoretical basis and the direction of solving strategies for the analysis of specific problems. In practice, based on the DS company's customer relationship management (CRM) as an example, 摘要 the application of the status quo and the current situation of third party logistics enterprise customer relationship management and trend of research and analysis, summed up the present situation of DS company in the customer relationship management (CRM) four outstanding problems: lack of internal and external system, the lack of big data analysis of customer value oriented, lack of quantitative analysis of customer satisfaction, despise competitive intelligence analysis. In order to solve the above problems, this paper proposes a series of corresponding optimization strategies, finds out multiple factors affecting the problem, constructs a relationship model between multiple factors and the target problem, and proposes management strategies to solve the problem based on the analysis model. In this paper, by using the method of theory combining with practice of DS company customer relationship management process and sorted out the problems and write, help enterprises to understand the importance of customer relationship management, analysis of the need to further build and improve the strategy, expected can help DS companies clear the focus and direction of the future construction of customer relationship management (CRM), provides the certain reference value. At the same time, we also hope that China's third-party logistics enterprises in the development of customer relationship management can be inspired and used for reference. Key Words： Customer Relationship Management （CRM）,Third Party 吉林大学硕士学位论文 logistics, Customer Value, Customer Relationship Management System 目 录 目 录 第一章 绪论 ........................................................................................ 1 1.1选题的目的及意义 ...................................................................... 1 1.2 国内外研究现状 ......................................................................... 2 1.2.1国外研究现状 ..................................................................... 2 1.2.2国内研究现状 ..................................................................... 4 1.2.3国内外研究现状评述 ......................................................... 6 1.3 研究内容与方法 ......................................................................... 6 1.3.1 研究内容............................................................................ 6 1.3.2 研究方法............................................................................ 8 1.4 本文研究创新点 ......................................................................... 8 第2章 相关理论 .............................................................................. 10 2.1 第三方物流 .............................................................................. 10 2.1.1概念及发展 ....................................................................... 10 2.1.2 第三方物流的客户特点 .................................................. 11 2.1.3 第三方物流的发展趋势 .................................................. 13 2.2 客户关系管理相关理论 ........................................................... 14 2.2.1 客户关系管理基本内涵 .................................................. 14 2.2.2 关系营销.......................................................................... 16 2.2.3客户价值判别 ................................................................... 17 2.2.4客户的满意度 ................................................................... 19 2.2.5竞争情报分析理论 ........................................................... 20 吉林大学硕士学位论文 2.3 客户关系管理系统 ................................................................... 22 2.3.1 客户关系管理系统的简单结构 ...................................... 22 2.3.2 客户关系管理系统的类型 .............................................. 23 2.3.3 客户关系管理系统的发展趋势 ...................................... 24 2.4 大数据与客户关系管理 ........................................................... 25 2.4.1 大数据的概念和特点 ...................................................... 25 2.4.2 大数据处理的技术支持 .................................................. 27 2.4.3 大数据和客户关系管理的关联 ...................................... 28 第3章 DS公司客户关系管理系统建设现状与问题分析 ................ 29 3.1 DS公司概况 .............................................................................. 29 3.2 DS公司客户关系管理系统的建设历程 ................................... 30 3.3 DS公司客户关系管理系统的现状 ........................................... 32 3.4 DS公司客户关系管理系统建设的问题分析 ............................ 33 3.4.1客户关系管理系统缺少和其他内外部互通 .................... 33 3.4.2缺少以客户价值为导向的大数据分析 ............................ 35 3.4.3缺少定量的客户满意度综合分析 .................................... 35 3.4.4轻视竞争情报分析 ........................................................... 36 第4章 客户关系管理系统建设策略 ................................................ 37 4.1 建立内外部多系统整合的互联互通策略 ................................ 37 4.1.1 建设客户端为中心的一体式的CRM系统策略 ...