GLOSSARY
CRM: Customer Relationship Management
Customer relationship management, more commonly known as CRM, is the process through which a company or organization manages its contacts with customers, generally by analyzing huge amounts of data gathered by communication channels including public websites on the internet, your phone, email, live chat, marketing materials, and most recently, social media. In everyday language, CRM also refers to CRM software, or the business solutions that enable customer relationship management activities.
Ready to digitize and modernize your shipping operations?
See how Magaya can help.
How is CRM used in shipping and logistics?
Customer relationship management, or CRM, can be used with current, previous, or potential shipping customers. CRM refers to the principles, procedures, and standards that a company follows when dealing with its customers.
From the logistics service provider’s standpoint, this comprehensive connection includes direct contact with customers, such as sales and service-related operations, quotes, shipments, forecasting, and the analysis of sales pipeline as well as shipper patterns and behaviors. It enables better communication between the various departments that work with customers for a better, more consistent, and more streamlined customer experience.
Key Takeaways
-
- What does CRM stand for? Customer relationship management, more commonly known as CRM, is the process through which a company or organization manages its contacts with customers. It also commonly refers to CRM software, or the business solutions that enable customer relationship management activities.
What are the benefits of CRM software for freight forwarders and logistics service providers?
Customer relationship management (CRM) can play a vital role for freight forwarders. CRM systems help businesses to keep track of their customer base, quotes, shipments, and conversation history. This information can be used to streamline operations, improve customer service, and ultimately, boost profitability. In today’s competitive marketplace, freight forwarders that fail to embrace CRM risk being left behind.
CRM systems offer a number of benefits for freight forwarders. Perhaps most importantly, they provide a centralized database for storing customer information so that all stakeholders are working with the same, up-to-date, accurate data. Having this information readily available helps to improve customer service and allows freight forwarders to resolve issues more quickly or proactively avoid them altogether. Finally, CRM systems provide valuable insights into customer behavior which can be used to improve marketing and sales strategies, grow pipeline, and close more business.
Ready to digitize and modernize your shipping operations?
See how Magaya can help.