物流属于第三产业服务型行业，客户是企业生存的本源，维护现有客户资源，开
发潜在客户，建立合理的客户管理机制应成为物流企业生存和发展的主旋律。内资物
流企业包括国营企业和私营企业同外资公司相比喜将战略侧重点放在销售这块，期望
通过扩大销售业务来保持企业利润的增长，当然不可否认这种方法是见效最快的；但
他们往往忽略了客户管理，很多情况下会发生客户管理不佳造成客户的投诉，甚至是
流失，久而久之就会对企业的可持续发展带来很大的负面影响。
本文旨在于研究一套适合小型物流企业的客户管理方案，使其在各方面资源都不
充裕的情况下可以保持一定的企业竞争优势，维护老客户，争取新客户，为企业带来
新的活力和希望。
通过对颐达日常运营过程中的自身优势和劣势分析，设计客户管理战略使其在业
务操作中培养员工的相关意识，增加客户对企业服务的满意度，使企业稳定的可持续
的发展。
关键词：国际货运代理，私营企业，客户管理，可持续发展
Abstract
With the global economic integration China’s foreign trade rapid growth in the recent
year, especially with strong support and profound attention to the contemporary logistics
by the Chinese Government. The economic rapid grow provides spacious room for the
development of international freight forwarding business. The logistics enterprises have the
characteristics of low entry barriers and business mode copy easily, and in the meantime
with the business declining after the economic crisis in year 2008, the profit of
international freight forwarding company is squeezing, the transportation cost is increasing
due to the fuel price keep rising, a lot of foreign shipping company close the branch since
the profit they made cannot afford the daily output. Some small private freight
forwarding companies have been closed down since they cannot get business to make the
company running. How to maintain the competitive advantage, especially the small
private freight forwarding company how to find a way to develop, the customer
management strategy plays a key role.
Logistics is the tertiary industry, customer can makes a company survive. Maintain
the existing customer resource, develop the potential client, set up rational customer
management system should become the theme of logistics company and that can make
them living and developing. The domestic capital logistics company including state-owned
enterprises and private-owned enterprises, these kinds of company intend to focus on
expanding sales to keep the profit growing, we have to admit that this method can produce
the desired result. But under most of circumstances, they ignored the management of
customer lead to the customer’s complain or we lost them due to the improper handling. It
brings negative effects to the company’s sustainable development.
The object is intend to design a customer management program apply to the small
logistics company, though the resources in all aspects are not sufficient, they can still
maintain a certain competitive advantage, obtain the new customer and bring new vitality
and hope for the company。。。
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