Crm Strategy in Indian Clearing and Forwarding Services Industry

Abstract

This study focuses on the CRM processes and discuss the steps for proper implementation of the same in the clearing and forwarding (CandF) industry. For CRM to be effective, better service is required to provide to the customers for any trade or business. But this study shows how we can conduct CRM, through proper guidance, proper communications, proper information and proper feedback, in right time and in right place. Lastly, a customer satisfaction model has been prepared, by which it has attempted to focus on how these elements leads to the ultimate satisfaction level. It pointed that, identification of customers and focusing on key customers is the most basic and most important job, which follows to the other part of the job, which includes customerised service elements.