A THEORETICAL FRAMEWORK FOR IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT IN THE CONTAINER SHIPPING INDUSTRY

DOI: https://doie.org/10.10399/APER.2025755649

Authors:

Dr. Harikrishan Chaurasiya, Dr. Belur Baxi, Suresh Yadav

Keywords:

Customer Relationship Management, Relationship Management, Container shipping Industry, Maritime Industry, Service Marketing, Business to Business Services.

Abstract:

Drawing upon multiple studies, it underscores the compelling need for CRM to secure competitive advantage and enhance business performance in the container shipping sector. The framework establishes a comprehensive understanCustomer Relationship Management, Relationship Management, Container shipping Industry, Maritime Industry, Service Marketing, Business to Business Services. ding of CRM in shipping, Customer-Centric Approach, CRM Indicators and Data Utilization, Identify the Factors Influencing Choice of Shipping Companies, Understand the CRM Attributes for Firm Performance, Understand Selection Criteria for Ocean Container Carriers, Utilization of CRM Software, Creating Differentiation, Building Strong Customer Relationships. Researchers believe that this framework enables shipping companies to adapt to the ever-changing landscape of this sector, improve customer satisfaction, and boost financial performance.

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