The Importance of customer relationship management in a Forwarding Company

Yohanes, Amelia (2004) The Importance of customer relationship management in a Forwarding Company. Bachelor thesis, Petra Christian University.

Abstract

Forwarding business might not be too familiar for common people, whereas its role in the export import process is very big, especially because it acts as the intermediary between the shippers and the shipping lines. There are many factors affecting the success of the business, such as the qualified service, competent human resources, updated technology, and most importantly, a good relationship with the customers and shipping lines. That is why Customer Relationship Management is very crucial for the company. A good relationship followed by a commitment to give the best always becomes the major concern of the company in order to gain the customers? trust. The writer used primary data analysis as the research methods in this report, which are observation and interview/ discussion. Since marketing is the backbone of a forwarding company, the research was done in the related division in order to get the data needed to make the report. By keep upgrading the technology and enhancing the service quality to the customers, PT. Tagaya Florindo International has survived the tight competition in the export-import industry as a reputable forwarding company.

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