GlossaryEN1 min readUpdated: Jun 23, 2026
Customer Relationship Management (CRM)
In transportation and freight forwarding, Customer Relationship Management – CRM – becomes operational where shipment orders arrive and client interaction begins.
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Source: https://www.inboundlogistics.com/cms/article/customer-relationship-management-crm-in-logistics/
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Logistics Concept
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In transportation and freight forwarding, Customer Relationship Management – CRM – becomes operational where shipment orders arrive and client interaction begins. A CRM system records how customers place bookings, what service levels they require, and how their past shipments have performed, building a detailed profile of each shipper that dispatchers and account managers use to tailor routing, delivery windows, and value-added services. Integration with TMS and WMS platforms closes the feedback loop automatically, surfacing performance gaps in real time. In freight operations, CRM also structures the handling of contract renewals, cross-selling opportunities, and customer escalations – shifting account management from reactive to systematic.
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