The development of new technologies has helped the growth of industries, the development of CRMs becomes increasingly important to preserve and satisfy the needs of current customers and capture more than they already have, but nevertheless in the area Federal Freight Transport is an area that has not yet managed to implement such technologies because their owners do not consider it important, but looking at the client portfolios, it can be found that there is too much turnover of these because the carriers do not meet their expectations; caused by delays and mishandling of goods, which are reflected at the same time in costs for both parties (customer and carrier).
With the implementation of a circle of service and an adequate CRM system, they will add value to their service, thus causing them to retain clients and acquire new ones, which will allow them to expand their horizons. The important thing is to lose the fear of costs and see the implementation of CRMs as an investment, to ensure loads and save costs.
Introduction
Today the word CRM is a very common term in the business world, more and more companies are focusing on this area achieving great successes; more however, there is still a large part of the market that is not really known.
Customer Relationship Management (CRM), is the relationship between company and consumer and companies use it to find out the preferences of their clients, the frequency of their purchases or the acquisition of services. In a few words, it is to understand how the client wants to be treated, all this in order for them to return to consume the product, good or service they are acquiring.
Practically CRM can be applied to any type of business. These offer a competitive advantage that is consumer satisfaction, and is reflected in the profits of a company. Proper implementation, the right program and trained personnel are the key pieces for its correct operation.
A business area which is losing areas of opportunity is that of Federal Public Cargo Transportation, a large part of the companies in Mexico have not managed to evolve their business approaches and continue to be rustic in their handling of merchandise, which causes the clients or shippers, customs agencies among others constantly change service providers. This is due to the fact that the same carriers have not been able to implement service circles where the handling of loads, their storage, delivery specifications and arrival times demanded by the client are known and they have limited themselves only to performing the freight service without knowing in depth what their clients really need.
Methodology
For the realization of this article, the digital library of the Technological Institute of Superior Studies of Monterrey was consulted: Databases: EBSCO
Chapter 1
Why implement CRM in the transportation industry?
Over the years, technology has become part of our lives, in the world of business and industry, it has taken a decisive role in determining the life of any company. Company leaders have developed new business strategies that use communication as the backbone of their sales strategies. The methodology of doing business today has changed, and strategists have found that customer satisfaction is the key to the success of any business. As part of a modern sales strategy, what is known as CRM (Customer Relationship Management) has been developed, which is responsible for collecting all the valuable information from customers, in order to make a value offer at the time offer a product or service.
Currently, many industries, companies and businesses use this strategy as part of an added value for their clients, achieving a work harmony which is reflected in the well-being of said businesses; However, there are business areas that have not evolved towards these new trends; such is the case of Federal Public Cargo Transportation. In this area, which is still addressed in a rustic way, those who suffer from the consequences due to the lack of an applied CRM are customs agencies, recipients, importers and exporters of merchandise, since their products tend to be delayed in arrival times, the goods are not transported in the right conditions, and various types of problems that may arise during the shipment of goods.It is because of this that the turnover of carriers within a company is extensive, since they do not meet the appropriate requirements, even large transport companies suffer from such situations.
Currently, the owners of transport companies have dedicated time and effort in reducing costs in freight, in the drawing of transport routes (logistics), and personnel management, forgetting the client completely. In the case of technology, the main objective has been the implementation of satellite tracking systems, engine development and unit technology (trailers), among others.
Sometimes, the owners or managers of the companies discard the strategy of the relationship with the clients because the demand is bigger than the supply, but that does not imply that the companies have a stable client portfolio and without rotation, and I have Here is the key point to focus on for excellence in service.
Episode 2
Implementing a CRM in the Federal Freight Public Transportation Industry
As previously stated, CRM is a business strategy that is focused on customer satisfaction, acquiring information from it, but nevertheless technology has a lot to do here, since it facilitates the collection of such information.
Today there are various system alternatives that help and at the same time speed up the collection and loading of all the necessary information. In this part, the most important person or job is the analyst; since it must have a relationship with the other departments to start with the development of a good database. The purpose of the databases is to store customer information and create consumption profiles, which in this case could be: frequency of loading of merchandise, desired arrival times, on which routes to use a double semi-trailer, among others, and in this way create customer profiles and thus formulate a suitable offer for each one. For this task, two important terms must be taken into account: the integration of the data that facilitate understanding when analyzing them, and the separation of the data,which will help us to differentiate the data that will help in daily operations and those that will help control and make decisions. With the help of various software, these operations can be carried out in an orderly manner, achieving a better visualization of the information. Currently online CRMs are the ones that are easier and more effective according to specialists, since it allows us to offer customers in advance the product or service they need.since it allows offering customers the product or service they need in advance.since it allows offering customers the product or service they need in advance.
The goal is to provide the customer with what they need and when they need it. Mainly, the owners of the carriers are limited by the cost of the CRM software, but nevertheless, the benefit they provide in a short time is greater than the investment made, since it allows them to save mobilization and customer insurance costs.
C onclusions
As the market progresses, the competition gets bigger and bigger and depending on the business strategies companies take, they will determine who is the market leader. In the case of Federal Public Cargo Transportation, it is necessary for the owners of these companies to lose their fear of acquiring new information technologies that allow them to create a profile of their clients. CRMs are the best way to acquire knowledge about tastes. and preferences of those who provide freight, since despite everything they will determine who is positioned as the most suitable to handle their products.
CRMs are available to everyone today, but nevertheless the mentality of some Carrier owners still considers it an unnecessary cost, instead of analyzing that such implementations will have a much higher rate of return since the satisfaction of their Clients through a circle of service will help create trust between the carrier and the consumer of the service which will ensure their subsequent purchases are made with the same service provider. Of course, it is a set of technologies that must be implemented and strategies that go from the head of the company to the last employee in the organization chart for the successful development of those involved in this market, which is still quite far from technology and business strategies.
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