국적 컨테이너 선사의 효율적인 CRM 시스템 운영에 관한 연구 - K기업의 사례를 중심으로 -

Abstract

The global shipping industry is in a deep recession that began in the end of 2000s and Korean container companies also continue the endless fight for survival in extremely difficult conditions, but the real future of the forecast in this industry is not so bright but gloom.

In this situation, the container companies have been continued several efforts to overcome the recession and CRM (Customer Relationship Management) is one of the notable factor based on development of IT technology and Customer-centered Business activity.

But Shipping company’s process and system of CRM. SCM, ERP, BPR are still behind the times compared to other industries.

Even if the shipping companies effort to provide various customer service, the advanced research for CRM in Shipping industry is in almost nonexistent state and the Progress and system were not match with shipping industry.

Recently, however, many container shipping companies are continuing to develop CRM processes into a suitable form in the industry with trial and error and professional knowledge has been accumulated,

The purpose of this study is to give a practical help for CRM systems in Korean container companies with explaining success and failure factors through K company’s practice.

As a result, the phase of Analysis CRM process was built pretty well, but the phase of operating CRM process (SFA, e-CRM, VOC, etc) is in an urgent need to improve for the better efficient management of CRM System. So Container companies need intensive and detailed improvement strategies in the phase of Operating CRM process, and the consensus of customers, as well as administrators and internal users is essential.