【作者】 万涛；

【导师】 邓爱民；

【作者基本信息】 长沙理工大学 ， 交通运输规划与管理， 2005， 硕士

【摘要】 物流配送中的客户需求信息量大且繁杂,目前多为人工录入,当信息量大时,人工劳动强度大,记录困难,难以将基于客户需求的时间与地理及车货特征的需求信息进行及时统计与分析,更难对大量客户所需求的个性化与实时化信息进行筛选、整合并做出车货合理搭配配送决策。导致物流配送的繁琐、不合理性和不可预见性。另外随着市场竞争的越来越激烈,客户要求对交货期以及对货物在途状态的确定性越来越高,客户希望其每一个请求都能得到有效的跟踪与关怀。如何满足客户的需求,实现客户与企业的双赢,如何更有效、更全面的采集物流配送信息的问题就急待解决。　鉴于此,本论文提出了在客户关系管理的管理模式下对物流配送信息进行采集的思路。本论文在广泛查阅相关文献的基础上,综合前人的成果,主要做了以下工作:1.CRM的基本理论研究。从管理理念、管理机制和软件技术三方面对CRM的内涵进行了综合和探讨;还讨论了CRM的目标,即客户关系的发展方向。2.物流企业CRM的实施研究。根据对CRM内涵的探讨和对其功能的理解,探讨了物流企业CRM的实施意义和实施方案。3.物流配送信息的研究。对物流配送及信息进行了解释,对基于CRM的物流配送信息的内容、特征和作用进行分析。4.信息采集集成技术的研究。对物流配送信息常用的采集技术进行了介绍,对信息采集集成技术进行了初步研究,探讨了CRM数据库的构建和访问技术,并对基于Intranet的物流配送信息的自动采集进行了演示。更多还原

【Abstract】 The customer information need in the logistics distribution is large and miscellaneous. Now much of information inputs by physical strength. When the amount of information is large, artificial labor intensity is great, record difficultly, it is difficult to count and analyze the time and geography and the needing information of the car goods character based on customer’s need in time, it is difficult to select and combine a large number of customer information which needs characteristic and on time and make reasonable car goods match distribution decision. In addition, competition is more and more vigorous along with the market, and the customer requests deliver goods period and the determinacy of the state in transit of the goods more and more high. The customer hopes his every request get effective following and concern. How to satisfy the need for that customer, how to realize the customer and business enterprise win, how to collect logistics distribution information more valid and more completely, these problems need the solution urgently. So this thesis thinks that collects the logistics distribution information under CRM. This thesis synthesizes forefathers’ achievement on the basis of consulting relevant documents extensively, did the following work mainly: 1. Based on theoretical research of CRM. Synthesized and discussed the intension of CRM from three respects of management idea, management mechanism and software engineering; Discussed the goal of CRM, the developing direction of namely customer relation. 2. Implementation research of logistics enterprise CRM. According to the discussion and understanding of its function to CRM of intension correctly, I probed into logistics enterprise CRM implementation meaning and implementing scheme. 3. Logistics distribution information research. Explained Logistics distribution and information, analyzed to the logistics distribution information based on CRM content, characteristic and function. 4. The research of the information collection gathering techno logy. Introduced collection technique which the logistics distribution information usually use, researched the information collection gathering technology, studied the establishing of CRM database and database visit technology, and showed automatically collection of the Logistics distribution information based on Intranet.更多还原