Customer Relationship Management Efficiency Evaluation in Logistics Management

Abstract

A method of customer relationship management evaluation is regarded as a crucial indicator of operation of the organization. The main goal of this article is to obtain overall operation outcome between the organization and customers in the aspect of customer service quality. In addition, it is to create good impression to customers to gain competitive advantage. The evaluation measures satisfaction or opinion that the customers have towards the organization. Techniques used to evaluate customer relationship management are defining evaluation factors of logistics provider; willingness and devotion to its customers; and concern of customer service importance. Customer service concern includes organizational attitude towards customers and service agents. Then, score is graded to evaluate willingness and devotion to service customers. Also, presently used evaluation format and method are explained in this paper.