국제특송회사의 전략적 고객관계관리 방안에 관한 연구

초록

The purpose of this paper is to analyse customer segmentation of global e xpress services and provide strategic customer relationship management (CRM) framework. To this end, the paper undertake case study on a global express company. Through the case study, customer information was collected and customer were categorized in terms of industry sectors and express services they used. In addition, the concentration of customers was assessed in terms of the number of services they use and the revenue from the customers. It is found that there is serious concentration on Top 20 customers and particular industry sectors such as ‘retails and consumer goods’ revealing risks in customers management. Notwithstanding, express service providers’ CRM practices were at the very intial stage not being able to provide differentiated services for different customer segmentation. It is therefore suggested that a strategic CRM should be implemented managing customers differently depending on their contribution and the CRM governance should be strategically organised.

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