【作者】 刘伟华；

【导师】 晏启鹏；

【作者基本信息】 西南交通大学 ， 交通运输规划与管理， 2004， 硕士

【摘要】 物流企业客户资源整合是当代物流企业发展的重要趋势，也是物流学术界研究的重要课题之一。本文首先界定了物流企业客户资源整合的定义，探讨了客户资源整合对物流企业发展的意义，并且论述了国内外相关研究现状。 本文认为物流企业客户资源整合的成功关键是基于物流企业的核心竞争力，论文对此进行了微观机理分析，认为存在成本推动机理和效益拉动机理两大因素。 论文以系统的观点论述了物流企业基于核心竞争力的客户资源整合的具体过程。客户资源整合首先要充分认识企业的核心竞争力，文中从核心竞争力分析的三大层面(市场层面、技术层面和管理层面)分析了物流企业核心竞争力的种类和具体表现。 物流企业客户资源整合还要进行基于核心竞争力的客户市场细分，文中论述了客户市场细分的基本过程，并利用灰色关联度分析模型进行了物流企业基于核心竞争力的客户市场细分，该分析模型不仅可以进行客户市场细分，而且可以有效预测和比较各个核心物流服务产品在细分市场中的发挥潜力大小，从而有利于企业进行运营决策。 客户资源整合的基础是物流企业现有各种运作资源(如运输资源、仓储资源、人力资源等)的整合，其中，信息技术是进行运作资源整合的手段，动态联盟是进行运作资源整合的形式，虚拟经营是进行运作资源整合的策略。 客户资源整合的关键是物流企业客户综合知识模型的构建，该模型包括客户基本信息模型和客户延伸知识模型，论文详细论述了该模型的具体内容。其中，对客户综合价值计算模型进行了重点探讨。 在此基础上，从客户资源整合的渠道、整合的方式出发，论文详细论述了物流企业基于核心竞争力的客户资源整合的技术方法，阐述了基于物流流动要素的客户资源整合模式和基于物流价值要素的客户资源整合模式，并结合中国一一一一一一一遭鱼丝达望醚皿蜜丝.___一一一竺竺匹物流企业的实际案例进行详细地分析论证，以利于理解和实际操作。 论文还论述了构建基于核心竞争力的物流企业客户资源整合系统(CRIs)的设想.对建设CRIS的基本原则、CRIS的基本功能、CRIS系统框架以及CRis的运行流程进行了相应的论述。 最后，本文分析了物流企业持续地进行基于核心竞争力的客户资源整合的必要性和积极意义。更多还原

【Abstract】 Customer resource integration (CRI) has become a hot point whether in Chinese logistics enterprise field or in academic field. At the begin of this study, it presents the definitions of CRI, analyzes the importance of CRI for logistics enterprises, and then discusses the different study viewpoints in the domestic & international documents.In this paper, it is believed that the key to success of CRI is to be based on the core competence of logistics enterprise. In order to prove this, It analyzes the microcosmic reasons including the cost pushing and the benefit pulling.Based on the core competence of logistics enterprise, the detailed process of CRI is offered in this paper. Firstly, it identifies the core competence of logistics enterprise from three aspects including market aspect, technical aspect and management aspect.Secondly, it makes market segmentation in our customers on the basis of the core competence in logistics enterprise by the model of Grey relation analysis. It not only can forecast the market portion, but also can compare the potential among the core logistics service products, therefore, it will benefit to the decision in enterprise.Thirdly, the basis of CRI is the operation resource integration (ORI). For ORI, information technology is the mean, dynamic alliance is the form and virtual management is the tactic.Fourthly, the key of CRI is the construction of the customer’ s integrative knowledge model in logistics enterprise. This model includes the basic information model and extensive knowledge model. In this section, this paper puts emphasis on how to construct the customer’ s integrative value calculation model.Based on the discussion above, this paper analyses the main methods to execute CRI in detail from the means of CRI and the way of CRI. Meanwhile, It puts forward the modal of CRI based on the logistics flow elements and the modal of CRI based on the logistics customer’ s value element. It also combines with the practical cases in order to be understood and to be benefit to the practical operation.In addition, this paper puts forward the construction of customer resource integration system (CRIS) based on the core competence in logistics enterprise. For CRIS, this paper discusses its basic construction principle, the basic function, the system frame and the operation flow.At last, the necessity and importance to execute continuous CRI inlogistics enterprise are also discussed.更多还原