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铁路集装箱客户关系管理模式优化设计研究

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随着货运市场竞争日益激烈,铁路对客户关系管理重视度不断提升,集装箱运输作为铁路货运重要的发展方向,迫切需要优化集装箱运输客户管理措施.通过分析集装箱运输客户关系管理现状,总结目前存在客户关系管理系统性不强、产品服务不够精细化、信息化手段有待提升等问题;借鉴相关物流企业客户关系管理及服务经验,研究建立集装箱客户管理评价体系,提供有针对性的多元化产品服务体系,建立基于客户管理信息平台的客户关系管理模式,提出强化客户关系管理机构设置、加强与95306平台信息融合、完善客户关系管理体系等措施建议,为铁路集装箱运输高质量发展提供支撑.
Optimization Design of Customer Relationship Management Model for Railway Containers
With the increasingly fierce competition in the freight market,the railway sector is placing a rising emphasis on customer relationship management.As an important development area of railway freight,container transportation calls for urgent optimization of its customer management measures.By analyzing the status quo of customer relationship management in container transportation,this paper summarized the existing problems such as less systematic customer relationship management,insufficient refinement of product services,and the need to improve information technology.Drawing on the experience of customer relationship management and services in relevant logistics enterprises,this study aimed to establish a container customer management evaluation system,provide targeted diversified product and service systems,build a customer relationship management model based on a customer management information platform,and propose to strengthen the arrangement of customer relationship management institutions,achieve closer information integration with the 95306 platform,and improve the customer relationship management system,thus underpinning high-quality development of railway-based container transportation.

Container TransportationCustomer Relationship ManagementCustomer SegmentationDifferentiated ServiceInformationization Improvement

赵元帅、权诗琦、刘畅、张楷唯、江欣

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中铁集装箱运输有限责任公司 客户服务中心,北京 100055

中国铁道科学研究院集团有限公司运输及经济研究所,北京 100081

集装箱运输 客户关系管理 客户细分 差异化服务 信息化

中铁集装箱运输有限责任公司科技研究开发项目中国国家铁路集团有限公司科技研究开发计划课题中国国家铁路集团有限公司科技研究开发计划课题中国铁道科学研究院集团有限公司科研项目

PAXX31220020K2022X026J2023X0072022YJ061

2024

10.16669/j.cnki.issn.1004-2024.2024.01.03

铁道货运
中国铁道科学研究院

铁道货运

影响因子：0.776
ISSN：1004-2024
年,卷(期)：2024.42(1)
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