Improvement A Quality Oriented Model for Customer Relationship Management: A Case Study for Shipment Industry in Turkey

摘要

Population move from the farm communities to large urban areas, as a result the consumer became mobile, and supermarkets and department stores are established to achieve economies of scale through mass marketing, the relationship between the customer and the merchant becomes nameless and faceless. Customer Relationship Management (CRM) becomes an important business approach. CRM focuses on understanding the needs and desires of the consumer and is achieved by placing these needs at the heart of the business by integrating them with the organization's strategy. Shipment sector is a growing industry in Turkey and it is open to improvements. The most suitable approach for overcoming this situation is CRM. It is possible to find this topic in this study, at the parts detailed literature survey about CRM, a general CRM implementation model for cargo, shipment companies. This study points out serious problems and lack of quality in the shipment industry.