DIMENSIONS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES FROM SHIP AGENCY PERSPECTIVE: AN EXPLORATORY STUDY

Öznur AĞCA

doi:https://doi.org/10.47512/meujmaf.1033848

Makale detayları

DIMENSIONS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES FROM SHIP AGENCY PERSPECTIVE: AN EXPLORATORY STUDY

Yazarlar:

Öznur AĞCA

Yayıncı:

Mersin University

Ana Başlıklar:

Yönetim

Dergi:

Mersin University Journal of Maritime Faculty 2021 Vol.3 Issue 2, pp.57-61

Belge Tipi:

Makale

Yayın Tarihi:

12/2021

Belge Dili:

İngilizce

Document ID (Org No.):

2000556719

Sıklık:

İki Yıllık

eISSN:

2687-6612

DOI:

https://doi.org/10.47512/meujmaf.1033848

Özet:

 

Customer focus, satisfaction, and value are among the key determinants in establishing customer relationship management. With the effects of increasing competition and negative environmental developments e.g., Covid-19, companies’ interests on Customer Relationship Management (CRM) activities have increased. This study explores some dimensions that are frequently used for establishing CRM such as customer focus approach, customer value and customer satisfaction from the ship agency perspective. According to the findings, agencies claim that they frequently have difficulties to achieve customer satisfaction, they adopt many strategies for CRM (e.g., telephone calls, e-mails, offering promotions, visits), they consider hiring staff of sales department carefully, they customized their services for customers, and they challenge competition and gain lower profits because of it. Surveys and feedbacks are frequently used by agencies for evaluating customer satisfaction.

Makale detayları

DIMENSIONS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES FROM SHIP AGENCY PERSPECTIVE: AN EXPLORATORY STUDY

Yazarlar: Öznur AĞCA

Yayıncı: Mersin University

Ana Başlıklar: Yönetim

Dergi: Mersin University Journal of Maritime Faculty 2021 Vol.3 Issue 2, pp.57-61

Belge Tipi: Makale

Yayın Tarihi: 12/2021

Belge Dili: İngilizce

Document ID (Org No.): 2000556719

Sıklık: İki Yıllık

eISSN: 2687-6612

DOI: https://doi.org/10.47512/meujmaf.1033848

Sayı

Yazarlar:

Öznur AĞCA

Yayıncı:

Mersin University

Ana Başlıklar:

Yönetim

Dergi:

Mersin University Journal of Maritime Faculty 2021 Vol.3 Issue 2, pp.57-61

Belge Tipi:

Makale

Yayın Tarihi:

12/2021

Belge Dili:

İngilizce

Document ID (Org No.):

2000556719

Sıklık:

İki Yıllık

eISSN:

2687-6612

DOI:

https://doi.org/10.47512/meujmaf.1033848