目 录
一、公司简介························································1
二、顺丰速运市场营销环境分析
（一）宏观环境分析·················································1
（二）微观环境分析·················································2
三、顺丰速运客户关系管理现状分析····································3
四、顺丰速运SWTO分析
（一) 优势分析·····················································8
（二）劣势分析·····················································9
（三）机会分析·····················································10
（四）威胁分析·····················································11
五、改善客户关系管理的具体方案······································12
六、总结····························································14
参考文献···························································15
物流快递行业的客户关系管理策划书
——（以顺丰速运为例）
摘 要：在如今我国的国内物流的快速发展下，国内快递物流行业竞争趋势逐渐加剧，顺丰作为国内最大的物流快递公司，面对层出不穷的低价格服务的快递公司，必须结合自身地理位置和雄厚资本的内外部优势，针对客户服务信息的管理，提高自身品牌的核心竞争力，从而在快递物流行业的竞争中保持稳步发展。
关键词：顺丰；物流；客户关系管理；服务
