Customer Relationship Management In The Application Of The Shipping Company

Base on the analysis of operating status and future trend of the shipping market elaborate the necessity and significance of implementation CRM (customer relationship management) in shipping company daily management. According to the nature & company size of clients, divide the clients of shipping company into several types, then study the own characteristics of various types of clients to decide an appropriate plan of customer relationship management for each type customers. Meanwhile to make up the inadequacies of previous management, introduce KAISM (Key Account Identification & Selection Matrix) and using this model to re-identify all clients of shipping company. And take the result as a basis for rational allocation of corporate resources. Focus on the maintenance & development of key accounts & key potential accounts. Raise the operation mode which relies on the CRM system and maximize the human initiative of stuff fm shipping company. By unifying the service concept, reinforcing the cooperation within the both internal & global team in shipping company/group, and creating the new business opportunities by crisis and complaint, to help shipping company and relevant freight forwarding to achieve maximum benefits.