Author(s): Fróis, Joana ; Pereira, Maria Teresa Ribeiro ; Ferreira, Fernanda A.
Date: 2019
Persistent ID: http://hdl.handle.net/10400.22/11728
Origin: Repositório Científico do Instituto Politécnico do Porto
Subject(s): CRM; Shipping; Customer service; Performance
Globalization is revolutionizing our way of living and the way business companies work. Technology is the reason for it, because it provides solutions that help the workers perform more effectively and efficiently and that allow for better execution. The development of relationships with the customer gives companies a better knowledge and understanding of their needs and leads to new strategies that aim at better results for the customer. Customer Relationship Management (CRM) tools are taken as important tools for this, since they help analyzing the companies’ Key Performance Indicators (KPIs). In this article we use the case of a shipping company in order to understand how such systems can contribute to such improvement. By analyzing the company’s CRM we suggest an adjustment to the business in order to get a better performance from it.
