Abstract: In logistics industry, new technologies, new management ideas and new marketing theories have been put into practice. Since the CRM and logistics is very hot，the combination between them should create a miraculous result. Considering the logistics-customer relationship management as L-CRM, the paper would present how a logistics company could do well in CRM from the view of integrating the methods of the Software Engineering Management into the CRM of the logistics companies. And the paper, from the view of the process management，focuses mainly on how to use the methods of the Software Engineering Management to construct the L-CRM system.

Key words: logistics-CRM, softwaree ngineeringm anagement, processm anagement, configuration management, quality management, project management

摘要： 在物流业，新的科学技术、新的管理理念、新的营销理论都迅速得到了应用.物流及客户关系管理两者的结合一定会产生出奇妙的结果.本文将客户关系管理在物流业的应用暂称为“物流客户关系管理”(The Logistics-Customer Relationship Management abbr. as L-CRM)，本文主要从软件工程管理以及物流企业管理的综合
角度去探讨物流企业如何做好客户关系管理体系，并着重从过程管理的角度去探讨物流企业如何将软件工程管理方法应用到物流客户关系管理体系的构建当中.

关键词: 物流客户关系管理, 软件工程管理, 过程管理, 配置管理, 质量管理, 项目管理