Abstract
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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
