1 thought on “Ask how to manage the customer relationship between third -party logistics companies”
Rochelle
If ERP helps logistics enterprises to straighten out the internal management process and lay a good foundation for the development of the enterprise, the emergence of CRM can truly observe its external customer resources and make the management of enterprises fully move towards informationization. Essence CRM的出现体现了两个重要的管理趋势的转变：首先是企业从以产品为中心的模式向以客户为中心的模式的转移;其次，CRM的出现还表明了企业管理的视角从“内视Type "transition to" outer vision ". The importance of customer relationship management For third -party logistics companies, the company entrusted it to undertake logistics management is its customers. Because the enterprise has purchased the service of a third -party logistics enterprise, there is a customer relationship between the third -party logistics enterprises and the client, so it is necessary to manage the customer relationship. Whether a third -party logistics company and customers can establish long -term strategic partnerships are an important guarantee for the development of third -party logistics companies. The level of the service level of third -party logistics enterprises, the degree of integration of strategic goals and corporate culture, the degree of division of labor, the balance of interest, the degree of communication, and the transparency of information are important factor affecting the relationship between the two. Third -party logistics companies establish a "customer -centric" management concept, use modern information management technology, classify customers when formulating strategic planning, effectively designs the degree of integrity, management level and degree of integration, and establish Customer files to realize customer needs feedback. The implementation of these strategies has certain theoretical guiding significance for the development of third -party logistics companies. The relationship between third -party logistics and customers The logistics industry is a service industry. Third -party logistics companies must establish a "customer -centric" management concept. Customer service levels affect the relationship with customers is the key to the company's profit goals. To provide customers with optimal services, we must first determine the appropriate customer service level. 1. Determine the appropriate customer service level The first, balance cost and income, choose the best customer service level. Higher customer service level can increase customer satisfaction, enable enterprises to retain customers, increase corporate reputation and image, and expand the market. However, the increase in customer service levels will inevitably bring cost improvement. Therefore, enterprises should work hard to find a suitable income and cost fit point, that is, the appropriate customer service level. The second, determine the appropriate customer service level and improve logistics services. One understands the needs of customer service. The survey shows that the content of logistics services for US corporate relations mainly include information services that are in spot supply, delivery frequency, inventory, transportation time, and time. In 2000, China ’s survey and analysis of third -party logistics activities showed that the first care of the manufacturer's work in order is the quality and logistics satisfaction of the logistics agent, and finally the factors of commercial enterprises are economical and logistics. Ability and logistics agent's work quality. To improve the level of logistics customer service, you should first understand the needs of customers. A thorough and detailed investigation of the main customer market and accurately grasping the service that customers really need, this is the basis for improving the level of logistics services. The second is based on the company's own situation. Through market research, after understanding the needs of customer service, enterprises should consider how to meet the needs of customers in accordance with their own conditions and characteristics, and propose a reasonable improvement plan. Third, propose the improvement of logistics service levels. The best customer service solution can retain and strive for the most valuable customer base at the lowest service cost. The market is constantly changing. Enterprises should pay attention to market changes, follow up in time, and adjust the plan to make it consistent with customer service needs. Third -party logistics companies should fully understand the customer group. Based on customer needs and the characteristics of their own enterprises, choose the best customer service level. . Optimizing customer service strategy The first, strengthening information networking, information technology is the basis for the development of third -party logistics. In the process of logistics services, the development of information technology has realized information sharing, promoted the scientificization of logistics management, and greatly improved logistics efficiency and logistics benefits. With the help of information technology, enterprises can integrate the customer's production and operation process in the integration of business processes, and establish a "efficient transaction" management and production model. The second, provide personalized services. With the increasingly fierce market competition, the production and operation of enterprises has gradually shifted from the popular marketing stage characterized by small varieties and large quantities to differentiated marketing stages characterized by multiple varieties and small batches. Under this trend, third -party logistics companies should provide targeted personalized logistics services and value -added services based on different requirements of different logistics consumer companies in terms of business processes, product characteristics, and competitive needs. How to meet the needs of the market, strengthen common cooperation with customers, attach importance to changing thinking, often consider problems from the perspective of customer, ensure that information flows between the management of the two organizations is the key to providing personalized logistics services. The third, integrate logistics resources, and complement each other. The current development of my country's logistics industry has the characteristics of high -speed growth and high decentralization. The results of the "Fifth China Logistics Market Supply and demand Survey Report" showed that the size of my country's logistics companies is still small, and the services provided are not comprehensive and complete. However, from the perspective of enterprise development, in order to strengthen communication and control, strengthen the management of logistics business, and obtain higher cost -effectiveness, companies are only willing to hire a few logistics service providers. Strengthen operating capacity and provide comprehensive services throughout the process. In third -party logistics enterprise customer relationship management evaluation system . Customer satisfaction index system ① warehouse management and operation index system: inventory accuracy, storage accuracy, exit accuracy rate, warehousing storage, warehousing storage damage rate. ② Transportation service index system: Delivery time rate, time -receiving time, time -receiving rate, return order rate, customer complaint rate, customer satisfaction, goods damage frequency, order completion rate, emergency order completion rate. ③ Data entering the manual evaluation index system: data entry time rate and data entry accuracy. ④ Import and export business evaluation index system: timeliness of customs declaration, timeliness of document processing, and accuracy of order processing. ⑤ Expense settlement evaluation index system: expense settlement and advance rate, cost settlement accuracy. . Evaluate the gap between the current service and capabilities and customer requirements , check the gap between the services provided by the enterprise and the customer's requirements. The timely communication with customers can timely grasp the gap between the service level of the customer's actual reception and the services provided by the enterprise, and the customer's evaluation sometimes deviates from the actual actions of the enterprise. At the same time, by analyzing customer needs, enterprises may make up for certain service quality by providing services that have been provided to customers. The second, fully consider the customer service level of competitors, identify potential improvement methods and opportunities. After considering the service level of competitors and analysis of more detailed customer surveys and logistics companies' own service capabilities, enterprise management can formulate a more complete customer service strategy to improve the customer service capabilities and competitive capabilities of logistics companies. If third -party logistics is in a critical period of development. Establishing long -term strategic partnerships based on trust and cooperation with customers will be an important guarantee for its development.
If ERP helps logistics enterprises to straighten out the internal management process and lay a good foundation for the development of the enterprise, the emergence of CRM can truly observe its external customer resources and make the management of enterprises fully move towards informationization. Essence CRM的出现体现了两个重要的管理趋势的转变：首先是企业从以产品为中心的模式向以客户为中心的模式的转移;其次，CRM的出现还表明了企业管理的视角从“内视Type "transition to" outer vision ".
The importance of customer relationship management
For third -party logistics companies, the company entrusted it to undertake logistics management is its customers. Because the enterprise has purchased the service of a third -party logistics enterprise, there is a customer relationship between the third -party logistics enterprises and the client, so it is necessary to manage the customer relationship. Whether a third -party logistics company and customers can establish long -term strategic partnerships are an important guarantee for the development of third -party logistics companies. The level of the service level of third -party logistics enterprises, the degree of integration of strategic goals and corporate culture, the degree of division of labor, the balance of interest, the degree of communication, and the transparency of information are important factor affecting the relationship between the two. Third -party logistics companies establish a "customer -centric" management concept, use modern information management technology, classify customers when formulating strategic planning, effectively designs the degree of integrity, management level and degree of integration, and establish Customer files to realize customer needs feedback. The implementation of these strategies has certain theoretical guiding significance for the development of third -party logistics companies.
The relationship between third -party logistics and customers
The logistics industry is a service industry. Third -party logistics companies must establish a "customer -centric" management concept. Customer service levels affect the relationship with customers is the key to the company's profit goals. To provide customers with optimal services, we must first determine the appropriate customer service level.
1. Determine the appropriate customer service level
The first, balance cost and income, choose the best customer service level. Higher customer service level can increase customer satisfaction, enable enterprises to retain customers, increase corporate reputation and image, and expand the market. However, the increase in customer service levels will inevitably bring cost improvement. Therefore, enterprises should work hard to find a suitable income and cost fit point, that is, the appropriate customer service level.
The second, determine the appropriate customer service level and improve logistics services. One understands the needs of customer service. The survey shows that the content of logistics services for US corporate relations mainly include information services that are in spot supply, delivery frequency, inventory, transportation time, and time. In 2000, China ’s survey and analysis of third -party logistics activities showed that the first care of the manufacturer's work in order is the quality and logistics satisfaction of the logistics agent, and finally the factors of commercial enterprises are economical and logistics. Ability and logistics agent's work quality. To improve the level of logistics customer service, you should first understand the needs of customers. A thorough and detailed investigation of the main customer market and accurately grasping the service that customers really need, this is the basis for improving the level of logistics services. The second is based on the company's own situation. Through market research, after understanding the needs of customer service, enterprises should consider how to meet the needs of customers in accordance with their own conditions and characteristics, and propose a reasonable improvement plan. Third, propose the improvement of logistics service levels. The best customer service solution can retain and strive for the most valuable customer base at the lowest service cost. The market is constantly changing. Enterprises should pay attention to market changes, follow up in time, and adjust the plan to make it consistent with customer service needs. Third -party logistics companies should fully understand the customer group. Based on customer needs and the characteristics of their own enterprises, choose the best customer service level.
. Optimizing customer service strategy
The first, strengthening information networking, information technology is the basis for the development of third -party logistics. In the process of logistics services, the development of information technology has realized information sharing, promoted the scientificization of logistics management, and greatly improved logistics efficiency and logistics benefits. With the help of information technology, enterprises can integrate the customer's production and operation process in the integration of business processes, and establish a "efficient transaction" management and production model.
The second, provide personalized services. With the increasingly fierce market competition, the production and operation of enterprises has gradually shifted from the popular marketing stage characterized by small varieties and large quantities to differentiated marketing stages characterized by multiple varieties and small batches. Under this trend, third -party logistics companies should provide targeted personalized logistics services and value -added services based on different requirements of different logistics consumer companies in terms of business processes, product characteristics, and competitive needs. How to meet the needs of the market, strengthen common cooperation with customers, attach importance to changing thinking, often consider problems from the perspective of customer, ensure that information flows between the management of the two organizations is the key to providing personalized logistics services.
The third, integrate logistics resources, and complement each other. The current development of my country's logistics industry has the characteristics of high -speed growth and high decentralization. The results of the "Fifth China Logistics Market Supply and demand Survey Report" showed that the size of my country's logistics companies is still small, and the services provided are not comprehensive and complete. However, from the perspective of enterprise development, in order to strengthen communication and control, strengthen the management of logistics business, and obtain higher cost -effectiveness, companies are only willing to hire a few logistics service providers. Strengthen operating capacity and provide comprehensive services throughout the process.
In third -party logistics enterprise customer relationship management evaluation system
. Customer satisfaction index system
① warehouse management and operation index system: inventory accuracy, storage accuracy, exit accuracy rate, warehousing storage, warehousing storage damage rate. ② Transportation service index system: Delivery time rate, time -receiving time, time -receiving rate, return order rate, customer complaint rate, customer satisfaction, goods damage frequency, order completion rate, emergency order completion rate. ③ Data entering the manual evaluation index system: data entry time rate and data entry accuracy. ④ Import and export business evaluation index system: timeliness of customs declaration, timeliness of document processing, and accuracy of order processing. ⑤ Expense settlement evaluation index system: expense settlement and advance rate, cost settlement accuracy.
. Evaluate the gap between the current service and capabilities and customer requirements
, check the gap between the services provided by the enterprise and the customer's requirements. The timely communication with customers can timely grasp the gap between the service level of the customer's actual reception and the services provided by the enterprise, and the customer's evaluation sometimes deviates from the actual actions of the enterprise. At the same time, by analyzing customer needs, enterprises may make up for certain service quality by providing services that have been provided to customers.
The second, fully consider the customer service level of competitors, identify potential improvement methods and opportunities. After considering the service level of competitors and analysis of more detailed customer surveys and logistics companies' own service capabilities, enterprise management can formulate a more complete customer service strategy to improve the customer service capabilities and competitive capabilities of logistics companies.
If third -party logistics is in a critical period of development. Establishing long -term strategic partnerships based on trust and cooperation with customers will be an important guarantee for its development.