Abstract
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.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Douet, M., Cappuccilli, J.: A review of short sea shipping policy in the European Union. J. Transp. Geogr. 19, 968–976 (2011)
Lee, C.Y., Song, D.P.: Ocean container transport in global supply chains: overview and research opportunities. Transp. Res. Part B 95, 442–474 (2017)
Paixão, A., Marlow, P.: Strengths and weaknesses of short sea shipping. Mar. Policy 26, 167–178 (2002)
Teo, T.S., Devadoss, P., Pan, S.L.: Towards a holistic perspective of customer relationship management (CRM) implementation: a case study of the housing and development board, Singapore. Decis. Support Syst. 42(3), 1613–1627 (2006)
Boon, O., Corbitt, B., Parker, C.: Conceptualising the requirements of CRM from an organisational perspective: a review of the literature. In: Proceedings of the 7th Australian Workshop on Requirements Engineering, AWRE 2002, pp. 83–95. Deakin University (2002)
Hendricks, K.B., Singhal, V.R., Stratman, J.K.: The impact of enterprise systems on corporate performance: a study of ERP, SCM, and CRM system implementations. J. Oper. Manag. 25(1), 65–82 (2007)
Payton, F.C., Zahay, D.: Understanding why marketing does not use the corporate data warehouse for CRM applications. J. Database Market. Cust. Strategy Manag. 10(4), 315–326 (2003)
Ang, L., Buttle, F.: CRM software applications and business performance. J. Database Mark. Cust. Strategy Manag. 14(1), 4–16 (2006)
Hayley, M.: A literature review on CRM – definitions, benefits, components, and implementation. Aust. J. Manag. Fin. Res. 1(1), 26–34 (2016)
Greenberg, P.: CRM at the speed of light. Oborne/McGrawHill, Berkeley (2002)
Payne, A., Frow, P.: A strategic framework for customer relationship management. J. Mark. 69(4), 167–176 (2005)
Chase, P. R.: Why CRM implementations fail and what to do about it. Scribe Software Corporation (2000)
Christopher, M.: Payne, A., Ballantyne, D.: Relationship marketing: Bringing quality customer service and marketing together (1991)
Christopher, M.: Logistics and Supply Chain Management, 2nd edn. Financial Times. Prentice Hall, Upper Saddle River (1998)
Smith, A.: CRM and customer service: strategic asset or corporate overhead? Handb. Bus. Strategy 7(1), 87–93 (2006)
Mithas, S., Krishnan, M.S., Fornell, C.: Why do customer relationship management applications affect customer satisfaction? J. Mark. 69(4), 201–209 (2005)
Ryals, L.: Making customer relationship management work: the measurement and profitable management of customer relationships. J. Mark. 69(4), 252–261 (2005)
Wu, S.I., Lu, C.L.: The relationship between CRM, RM, and business performance: a study of the hotel industry in Taiwan. Int. J. Hosp. Manag. 31(1), 276–285 (2012)
Chang, W., Park, J.E., Chaiy, S.: How does CRM technology transform into organizational performance? a mediating role of marketing capability. J. Bus. Res. 63(8), 849–855 (2010)
Pereira, T., Fróis, J., Ferreira, F.A.: Analysis of a customer relationship management tool in a shipping company. In: Proceedings of the International Conference on Industrial Engineering and Operations Management, pp. 1–8. Bandung, Indonesia, March 6–8, 2018 (Forthcoming)
Durvasula, S., Lysonski, S., Mehta, S.C.: Technology and its CRM implications in the shipping industry. Int. J. Technol. Manag. 28(1), 88–102 (2004)
Fakhredaei, N.: The factors affecting adoption of CRM at the organizational level in Iran’s shipping industry (2007)
Acknowledgments
We acknowledge the financial support of CIDEM, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education, under the Project UID/EMS/0615/2016 and UNIAG, R&D unit funded by the FCT – Portuguese Foundation for the Development of Science and Technology, Ministry of Science, Technology and Higher Education, under the Project UID/GES/04752/2016.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer International Publishing AG, part of Springer Nature
About this paper
Cite this paper
Fróis, J., Teresa Pereira, M., Ferreira, F.A. (2019). How a CRM Tool Can Contribute to a Better Business Performance: The Case of a Shipping Company. In: Machado, J., Soares, F., Veiga, G. (eds) Innovation, Engineering and Entrepreneurship. HELIX 2018. Lecture Notes in Electrical Engineering, vol 505. Springer, Cham. https://doi.org/10.1007/978-3-319-91334-6_111
Download citation
DOI: https://doi.org/10.1007/978-3-319-91334-6_111
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-91333-9
Online ISBN: 978-3-319-91334-6
eBook Packages: Intelligent Technologies and RoboticsIntelligent Technologies and Robotics (R0)