.目录一、客户关系管理定义........................................................................................................................3二、物流企业客户关系管理特点.......................................................................................................3（一）客户双向性.......................................................................................................................4（二）客户忠诚持续性差...........................................................................................................4（三）缺乏统一的行业评价标准..............................................................................................5（四）客户关系管理软件应用比例不高..................................................................................5（五）缺乏与客户沟通...............................................................................................................5三、顺丰速运客户关系管理分析.......................................................................................................6（一）高水准基本服务—优质的快件托运服务.....................................................................61.寄件方式............................................................................................................................62.快件追踪............................................................................................................................63.电商服务............................................................................................................................7（二）独特的增值服务...............................................................................................................71.代收货款............................................................................................................................82.保价服务............................................................................................................................83.虚拟地址............................................................................................................................84.签单返还............................................................................................................................85.特殊入仓服务....................................................................................................................86.夜晚收件............................................................................................................................87.超时退费............................................................................................................................88.生鲜速配服务....................................................................................................................8..9.客户资源管理....................................................................................................................9（三）进军供应链上游—顺丰商城........................................................................................11（四）O2O发力—线下网购服务社区店.............................................................................12（五）不断完善的服务网络....................................................................................................12（六）辅助软件服务.........................................................