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1、基于客戶價值的聯(lián)邦快遞公司的配送研究【摘要】在當(dāng)今競爭愈發(fā)激烈的商業(yè)環(huán)境中，企業(yè)間的競爭已向買方市場為主導(dǎo)的時代轉(zhuǎn)變。競爭對手日益增多增強，相應(yīng)擴充的多種類型的業(yè)務(wù)，迫使企業(yè)之間的競爭持續(xù)升溫，同時，由于產(chǎn)品的選擇，購物方式拓寬，越發(fā)成熟的消費行為，使得客戶要對某一企業(yè)保持絕對忠誠具有較大的難度。而且隨著時代的不斷發(fā)展，人們的需求也呈現(xiàn)出個性鮮明和多樣化的狀態(tài)，所以企業(yè)很難用相同的產(chǎn)品或服務(wù)來滿足客戶多樣化的需求。為此，對客戶價值的分析和研究成為快遞企業(yè)掌握和滿足客戶需求，提高客戶的滿意度和忠度的首選途徑，快遞公司可以采取行之有效的措施，使自己的發(fā)展壯大，并立于不敗之地
2、。本課題的研究目的是從客戶價值的角度為聯(lián)邦快遞的配送問題提出新的見解和想法。通過資料收集，文獻研究，個案分析等方法，本文從客戶價值出發(fā)，分析了客戶價值的內(nèi)涵以及客戶價值的兩個方面，并以聯(lián)邦快遞為例，研究了其運用客戶價值的諸多表現(xiàn)，然后在客戶價值的基礎(chǔ)上對聯(lián)邦快遞（中國）公司的配送進行診斷，得出了些許診斷結(jié)果。最后基于客戶價值針對這些不足提出相應(yīng)的改進策略?！娟P(guān)鍵詞】客戶價值，聯(lián)邦快遞，配送，客戶服務(wù)【abstract】Nowadays,thecompetitiveofexpressindustryincreasingfastly,competitionamongente
3、rpriseshasbecometoabuyer'smarket-drivenerachange.Thetheincreasingnumberofcompetitorsenhancedcorrespondingexpansionofavarietyoftypesofbusiness,forcingcompetitionamongenterprisescontinuestoheatup.Andatthesametime,duetothechoiceofproducts,broadenshopping,moreandmorematureconsumerbehavior,en
4、ablingtherehasmuchdifficultforenterpriserstomakethecustomermaintingaabsoluteloyaltytotheirproductsorservice.Withthecontinuousdevelopmentofthesociety,theneedsofpeopleshowingadistinctiveanddiversestate,sodifficultforenterprisestousethesameproductsorservicestomeetthediverseneedsofcustomers.
5、Tothisend,analysisingcustomervaluecanhelpenterprisegraspandmeetcustomerdemand.Itisthefirstchoicetoimprovecustomersatisfactionandloyalty.Couriercompaniescantakeeffectivemeasurestomaketheirowndevelopmentandgrowth,andremainunbeatenland.Thepurposeoftheresearchprojectsisfromthepointofviewofth
6、ecustomervalueforputtingforwardtheFedExdeliverynewinsightsandideas.Bythemethodofdatacollection,literatureresearch,caseanalysis,maketheexplanationofthemeaningofcustomervalueandcustomerfeature.AndtakingtheFedExasanexample,Analysisitscustomervalueperformance,thenfindtheweaknessofFederalExpr
7、ess(China)company'sdistributiononthebasisofcustomervalue,drawingsomediagnosticresults.Finally,putforwardsomeimprovingmeasuresforthesedeficienciesbasingoncustomervalue.【Keywords】customervalue,FedEx,distribution,customerservice目錄第一章客戶價值的理論綜述---------------------------------
