Study On Customer Relation Management In A Container Terminal Company

The economy is weak around the world ever since the financial crisis and economic crisis in 2009. The world's container transportation decreases because of the economic crisis; however, the container transportation companies still put new container carriers into operation and. increase the carrier's container capacity which makes the global shipping market supply exceeds demand and under fierce competition. In order to get rid of the unfavorable situation, the large container transportation companies adjust the structure of the market by merging and regrouping which makes the relationship between different companies become even more complex. Since container terminals' most customers are transportation companies, it is extremely important for the container terminals to realize the condition of the transportation companies,analysis the variation of the customer's value scientifically, and keep a good relationship with the customer.Most of today's transportation terminals manage the customer based on experience and lack of evaluation method and classified principles which make it hard to manage the customers scientifically. This research studied A container terminal company's situation based on terminals' operation management principles as well as combined theoretic and practical research. The study also analysis the elements of customer's value in order to optimize the customer relationship management strategy. This research uses both quantitative analysis and qualitative analysis method to analysis the real customer data and comes out with the final evaluation consequence. The study combined the data analysis, customer classification, and terminal's real operation condition to analysis the customer's behavior and predict the market's development trend. The research also points out providing target service to customers based on customer classification method and terminal's limited resource. Incorporate with A container terminal company's s development strategy and specific operation condition,the research provides feasible management methods not only increase customer's loyalty and satisfactory, but also optimize A container terminal company's resources and maxim customer's value.