Customer Resource Management (CRM) software for the transportation industry helps a business to efficiently and cost-effectively use the data gathered about current, past and potential customers. The software can be as simple as contact management or as complex as data-mining algorithms of customer buying habits and demographics. Just as when shopping for any technology, you want to buy the best you can afford, but no more than you can handle. Most importantly, your business should present to the customer a comprehensive and unified customer service experience.

Consider the needs of the following aspects of your organization's customer interactions, which have a direct or indirect impact on your customer relationships and sales.

1. Customer and employee surveyors and analysts collect information regarding how your employees feel about their work and how customers feel about their interaction with your company.

2. Customer advocates and experience designers work to make the experience your customers have with your company as positive as possible.

3. External collaboration functions interact with your company’s vendors and distributors; smooth relationships here translate directly into a better customer experience.

Action Steps
The best contacts and resources to help you get it done

Buy the best campaign management CRM for transportation industry software

A marketing-oriented trucking industry CRM application coordinates the activities of those engaged in spreading the word about your company. The software, therefore, must be able to integrate contact and demographic information. The best marketing-oriented CRM software will help your sales staff create a campaign that presents clients (past, present and potential) with purchasing opportunities.

I recommend: Chordiant Software, Inc. sells Chordiant Decision Management (CDM) software. CDM is scalable (it can grow with your business) and helps create sophisticated customer experience strategies. MarketingPilot Software LLC not only provides the expected functions to coordinate your marketing strategy, but also includes project and expense management tools.

Coordinate customer information with geographic transportation industry CRM software

Geographic CRM for the transportation industry is particularly important. You need to track where your customers are and, based on that, anticipate their transportation needs. For example, lack of a nearby airport, but the presence of a good railway system, may mean train transportation works best. Your customers' locations, as with a retailer and its distributors, will also inform the transportation options you present your client.

I recommend: SageMetrics Incorporation's SageAnalyst Suite includes a Geo-Intelligence module. It includes interactive maps and geographic drill-down reports. Transcom Worldwide is a global provider of geographic CRM services.

Select the right operational CRM transportation software

Operational CRM software is your front office support. It manages your direct customer activity. Such business processes include marketing, sales and service. Beyond merely recording customer contact information, operational manufacturing customer relationship management software can track call histories, make automated phone calls and provide a comprehensive view of how each customer has interacted with your company, whether via phone or email.

I recommend: Computer Sciences Corporation provides CRM transport applications throughout the Americas, Europe, Australia and New Zealand. Another popular option is Amdocs, which connects support and service personnel with a unified contact center.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  If you have purchased a transportation industry CRM with a Microsoft Office (MSO) interface, talk with your salesperson about continued compatibility before you upgrade MSO.