摘要：随着世界经济全球化，市场竞争愈加激烈，企业认识到传统销售导向模式已经不足以产生竞争优势，向客户导向模式发展才能跟上市场竞争的步伐。客户关系管理是企业的发展策略，对于客户关系的建立和管理是企业发展的关键性因素。

客户关系管理对企业的生存、发展来说都起着非常关键的作用。客户关系管理理论的应用能够给企业带来效益已经成为了不争的事实，如何找到有价值的客户并保持紧密合作关系，从而创造更多的价值成为了企业最关心的问题。

本文抓住重点，从客户关系入手，就客户关系管理的内涵，结合丹阳飓风物流公司与客户关系管理现状及问题，对其进行了客户价值细分，并提出了基于客户细分的关系管理策略。通过科学的客户关系管理模型降低外部交易风险和成本，使丹阳飓风物流公司能够获得在市场领先的竞争优势。

    关键词：物流公司；客户关系管理；客户价值；客户细分

Analysis on Customer Relationship Management  Strategy of Danyang Hurricane Logistics Company

Abstract：    With the globalization of the world economy and the increasingly fierce market competition, enterprises realize that the traditional sales-oriented model is not enough to produce competitive advantage, and gradually to the customer-oriented model development to keep up with the pace of market competition. Customer relationship management is the development strategy of enterprises, for the establishment and management of customer relationships is a key factor in the development of enterprises.

    Customer relationship management plays a very important role in the survival and development of an enterprise. The application of customer relationship management theory can bring benefits to the enterprise has become an indisputable fact. How to find valuable customers and maintain close cooperation, and thus create more value has become the most concerned about the business.

    This paper focuses on the relationship between customer relationship and customer relationship management, combined with Danyang Hurricane logistics company and customer relationship management status and problems, its customer value segmentation, and proposed based on customer segmentation relationship management strategy The Through the scientific customer relationship management model to reduce the risk of external transactions and costs, so that Danyang Hurricane logistics companies can get in the market leading competitive advantage.

     Key words: logistics company,customer relationship management, customer value; customer segmentation 

目录

1 引言 1

1.1 研究背景及意义 1

1.2 国内外文献综述 1

1.2.1客户关系管理的相关研究综述 1

1.2.2客户细分的相关研究综述 2

1.3 研究内容及思路 3

2 丹阳飓风物流公司的客户关系管理现状及问题 4

2.1 丹阳飓风物流公司简介 4

2.2 丹阳飓风物流公司的客户关系管理现状 6

2.4 丹阳飓风物流公司客户关系管理存在的问题 7

3 丹阳飓风物流公司的客户细分 9

3.1客户关系管理的相关理论 9

3.1.1 客户细分的相关理论 9