论文总字数：21449字

摘 要

近些年，快递市场发展迅速，企业间竞争压力大。在面对迅猛的竞争对手，稳定客户资源成为发展的关键。圆通快递企业应重视对客户的管理，改善客户管理方面的诸多不足之处，才能适应市场需求趋势，获得客户支持。在这一研究背景下，本文针对圆通快递客户管理方面存在问题展开进一步讨论并提出相关改进措施。

本文可分为六个部分，第一，圆通快递研究背景、意义以及客户管理研究现状进行概述。第二，阐述客户管理及相关概念。第三，介绍圆通快递客户管理的发展现状并通过设计调查问卷获得数据，深入研究影响圆通快递的客户满意度的因素。第四，采用PEST分析方法并结合圆通快递的实际情况从政治、经济、技术、社会四个角度来研究圆通企业所处的宏观环境。第五，通过以上分析总结后提出圆通存在服务理念落后、服务质量水平低下、客户管理体系不完善的问题。并为圆通快递企业的客户管理方面提供建议如：落实顾客至上理念、提高服务质量，实施多样化服务战略、建立健全客户管理体制。最后，总结与展望，试图为圆通及快递业的未来发展提供建议。

本文采取问卷调查、PEST分析等方法对圆通快递的客户管理现状、客户满意度进行深层次研究，发现客户管理方面不足并提出解决措施，为圆通快递未来客户管理发展起到指导意义。通过对该论题的研究，目的在于转变并实现圆通快递“以客户为中心”的发展理念并为圆通快递提供提升客户满意度的优质化建议，为企业获得忠诚客户、赢得客户价值、促进企业长久发展提供帮助。

关键字：圆通快递 客户管理 客户满意度 措施

Research on Customer Management Strategy of Yuantong Express

ABSTRACT

In recent years, the express delivery market has developed rapidly, and the competition pressure between enterprises is good. In the face of fast competitors, stable customer resources become the key to development. Yuantong express enterprises must attach importance to customer management, improve the many deficiencies in customer management, win the support of customers to adapt to the trend of market demand.Under the background of this research, this part researches the problems existing in customer management of Yuantong Express and proposes improvements.

This paper is summarized from 6 parts. First, the research background, significance and customer management strategy of Yuantong Express are summarized. Second, analyse the concept of customer management, customer satisfaction, loyalty.Third, introduce the current situation of customer management in Yuantong Express and get the data through the design questionnaire, and further learn the factors impacting the customer satisfaction of Yuantong Express. Fourth, using the PEST analysis method, from the political environment, economic environment, technical environment, social and cultural environment four angles and combined with the actual situation of Yuantong express to analyze the macro environment of Yuantong enterprise. Fifth, through the above analysis and summary, put forward that Yuantong has the problems of backward service concept, low service quality level and imperfect customer management system. And provides the suggestion for the customer management aspect of Yuantong express delivery enterprise, such as: implements the customer first idea, enhances the service quality, implements the diversification service strategy, establishes perfect customer management system. Finally, summing up and looking forward, trying to provide suggestions for the future development of Yuantong and express delivery industry.

Based on the customer management of Yuantong Express, this paper adopts questionnaire survey, PEST analysis and other analysis methods to deeply study the current situation and satisfaction of Yuantong Express customer management, find out the problems and propose solutions, which plays a practical guiding significance for the development of Yuantong Express Enterprise. Through the research on the customer management development of Yuantong Express, the purpose is to change and realize the development concept of Yuantong Express "customer-centered" and to provide high-quality suggestions for Yuantong Express to improve customer satisfaction, thus providing help for the long-term development of enterprises.

Key Words: Yuantong express; customer management; customer satisfaction; measures

目 录

摘 要 I

ABSTRACT II

第一章 绪论 1

1.1研究背景 1

1.2研究现状、方法、目的和意义 1

1.2.1研究现状 1

1.2.2研究方法 2

1.2.3研究目的及意义 2

1.3论文框架 3

第二章 理论基础与文献综述 5

2.1客户管理定义 5

2.2客户管理的相关理论 5

2.2.1客户忠诚度理论 5

2.2.2客户满意度理论 5

2.2.3 PEST分析 6

2.3文献综述 6

2.4研究现状评价 7

2.5小结 7

第三章 圆通快递客户管理现状分析与评价 8

3.1圆通快递公司概况 8

3.1.1公司简介 8

3.1.2圆通快递客户管理概况 8

3.2客户满意度调查 9

3.2.1调查设计 9

3.2.2调查实施 9

3.2.3调查结论及分析 9

3.3圆通快递的客户管理存的问题 17

3.3.1企业内部问题 17

3.3.2企业外部问题 17

3.4小结 18

第四章 圆通快递公司的PEST分析研究 19

4.1政治环境 19

4.2经济环境 19

4.3社会环境 20

4.4技术环境 20

4.5小结 21

第五章 圆通快递客户管理策略存在问题及措施研究 22

5.1圆通快递存在问题概述 22

5.1.1服务理念落后 22

5.1.2服务质量水平低下 22

5.1.3客户管理体系不完善 23

5.2圆通快递改进措施 23

5.2.1落实客户至上理念 23

5.2.2提高服务质量，实施多样化服务战略 23

5.2.3建立健全客户管理体制 24

第六章 总结与研究展望 25

6.1总结 25

6.2研究局限性和未来研究方向 25

参考文献 26

附录 28

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