摘要
以客户关系管理思想为指导,整合运单、客户、潜在客户信息、销售人员档案、站点月指标、站点日指标、生产设施等快递企业营销相关的信息资源,结合数据仓库、数据挖掘等技术,构建了快递营销综合数据平台及营销管理系统.实现了客户细分,增强了客户预警分析,及时发现异常客户,防止客户流失;同时还可以进行客户满意度分析,提高客户忠诚度,实现营销员业绩考核等功能,并针对重点客户进行“一对一”的营销.
With the idea of CRM and techniques of data warehouse, we established the integrated data platform for the express marketing and management system. It refered relative information of express enterprise such as express bills, existing and potential customers, conveyance, archives for employee, daily and monthly production scheme for subsidiary companies. We divided customers into different manners so as to work for every significant customer better. We investigated abnormal decrease of the amount of customers, and calculated satisfaction for them. Furthermore, it was also a method for assessing the achievement of employee.
出处
《北京交通大学学报》
EI
CAS
CSCD
北大核心
2006年第3期27-30,共4页
JOURNAL OF BEIJING JIAOTONG UNIVERSITY
基金
国家"863"资助项目(2003AA1Z2270)
关键词
客户关系管理
快递
营销
数据库
customer relationship management （CRM）
express
marketing
database
