摘 要
随着信息技术的快速发展、电子商务的普及，客户己经成为各个行业激烈争夺的稀缺性资源。谁掌握了客户，谁就拥有了市场份额。然而面对庞大的客户群体，如何采取针对性的策略进行有效的管理就成为值得研究的新课题。
圆通公司作为专门为制造及贸易等其他公司提供专业物流服务非生产性企业，对客户的依赖程度非常高，因此其客户关系管理显得尤为重要。
鉴于客户关系管理在快递行业应用的相关研究非常少，本文通过运用分析型客户关系管理理论，从圆通公司的竞争环境以及公司内部的客户管理现状等进行分析，找出圆通公司在客户管理中存在的缺陷和不足，构建适合圆通公司的客户关系管理体系，提出具体的客户关系管理体系实施方案，并对保障圆通公司成功实施客户关系管理体系的关键因素做出详尽的说明，从而使分析型客户关系管理理论能够在圆通公司中得以实际运用。
希望通过构建该体系能够提高圆通公司在快递行业内的竞争力，帮助圆通公司占领更多的市场份额，同时也对其他快递企业起到借鉴、帮助作用。
关键字：客户；客户关系管理；体系；圆通快递
Abstract
With the rapid development of information technology and popularization of e-commerce, the customer has become an industry competition for the rarity of resources. Who mastered the customer, who has a market share. But in front of the large customer group, and how to take specific strategies for effective management will be worth studying new topic.
As a specialized company for manufacturing yuantong trade and other companies to provide professional logistics service to customers, the productive enterprises of very high, so its customer relationship management is particularly important.
In customer relationship management in the industry application studies very little, based on analytical model of customer relationship management theory, from the competitive environment and yuantong company internal customer management current situation analysis, find in customer management of yuantong defects and deficiencies, construct the yuantong company customer relationship management system, and put forward the concrete implementation plan of customer relationship management system, and to ensure the successful implementation of yuantong company customer relationship management system is the key factor to make detailed instructions, thus make analysis model of customer relationship management theory can be used in the actual yuantong company.
Hope this system can improve by express within the industry in yuantong competitiveness, help yuantong company occupies more market share, but also to other express enterprises have helped. Reference,
