基于客户价值的联邦快递公司的配送研究论文.doc

基于客户价值的联邦快递公司的配送研究 【摘 要】在当今竞争愈发激烈的商业环境中，企业间的竞争已向买方市场为主导的时代转变。竞争对手日益增多增强，相应扩充的多种类型的业务，迫使企业之间的竞争持续升温，同时，由于产品的选择，购物方式拓宽，越发成熟的消费行为，使得客户要对某一企业保持绝对忠诚具有较大的难度。而且随着时代的不断发展，人们的需求也呈现出个性鲜明和多样化的状态，所以企业很难用相同的产品或服务来满足客户多样化的需求。为此，对客户价值的分析和研究成为快递企业掌握和满足客户需求，提高客户的满意度和忠度的首选途径，快递公司可以采取行之有效的措施，使自己的发展壮大，并立于不败之地。 本课题的研究目的是从客户价值的角度为联邦快递的配送问题提出新的见解和想法。通过资料收集，文献研究，个案分析等方法，本文从客户价值出发，分析了客户价值的内涵以及客户价值的两个方面，并以联邦快递为例，研究了其运用客户价值的诸多表现，然后在客户价值的基础上对联邦快递（中国）公司的配送进行诊断，得出了些许诊断结果。最后基于客户价值针对这些不足提出相应的改进策略。 【关键词】客户价值，联邦快递，配送，客户服务 【abstract】Nowadays, the competitive of express industry increasing fastly, competition among enterprises has become to a buyers market-driven era change.The the increasing number of competitors enhanced corresponding expansion of a variety of types of business, forcing competition among enterprises continues to heat up. And at the same time, due to the choice of products, broaden shopping, more and more mature consumer behavior, enabling there has much difficult for enterprisers to make the customer mainting a absolute loyalty to their products or service. With the continuous development of the society, the needs of people showing a distinctive and diverse state, so difficult for enterprises to use the same products or services to meet the diverse needs of customers. To this end, analysising customer value can help enterprise grasp and meet customer demand. It is the first choice to improve customer satisfaction and loyalty .Courier companies can take effective measures to make their own development and growth, and remain unbeaten land. The purpose of the research projects is from the point of view of the customer value for putting forward the FedEx delivery new insights and ideas. By the method of data collection, literature research, case analysis, make the explanation of the meaning of customer value and customer feature. And taking the FedEx as an example, Analysis its customer value performance, then find the weakness of Federal Express (China) companys distri