CRM

CRM in logistics – What do I have to Consider

Customer Relationship Management (CRM) software has become an essential tool for logistics and transportation businesses looking to improve their sales and marketing efforts. According to a report by a leading research firm, organizations that have implemented CRM solutions have reported significant improvements in their sales performance. These organizations have reported delivering 52% more proposals, quotes, or RFP answers, with 11% more quotations resulting in orders.

Furthermore, these organizations have achieved 32% better total team quota attainment and 24% higher individual quota attainment. In addition, there has been a 23% increase in lead conversion rates. These findings suggest that implementing a CRM solution can lead to significant improvements in an organization’s sales performance, team productivity, and overall success.

As a logistics company, managing your customer relationships is crucial to ensuring that your business runs smoothly. In order to effectively manage your customer relationships, you need a CRM that is tailored to the specific needs of the forwarding and logistics industry.

Having the latest CRM software can be important for businesses that want to have a tailored solution that can be customized to fit their specific needs. While there may be some upfront costs and time needed to customize the software, the long-term benefits can be significant in terms of cost-effectiveness, time savings, resource allocation, and increased productivity. Here are some must-have core elements of any logistics CRM:

Industry Specific Solution:

Using a CRM system provides an improved customer experience by tailoring interactions based on customer history and preferences, leading to higher satisfaction rates and increased loyalty. While customizing a CRM system can be expensive and time-consuming, using a standard, out-of-the-box industry-specific system can be more cost-effective and easier to maintain and upgrade.

Workflow Automation:

One of the biggest challenges faced by logistics companies is managing the sheer volume of orders that come in. A CRM that has workflow automation capabilities can help streamline your processes and reduce the workload on your team. This feature allows you to automate repetitive tasks, such as sending confirmation emails or updating order status. This frees up your team’s time so they can focus on more complex tasks, such as cross- and upselling customer service and problem-solving.

The value of using a CRM system is in the customer experience, while cost savings come from using a standard system instead of customization

Transparency On Activities:

Another important feature of a logistics CRM is employee oversight. This includes tracking tasks, events, meetings, and other activities related to your customer relationships. This feature can help your team stay organized and ensure that nothing falls through the cracks. It can also help you identify areas where your team may need additional support or training.

Team Collaboration:

Finally, a good CRM for logistics should offer team collaboration features. This includes the ability to share notes, tasks, and other information with team members. This can help improve communication and ensure that everyone is on the same page. It can also help your team work more efficiently and reduce the risk of errors or miscommunications. 

Lead Management:

Lead Management is an essential feature of Customer Relationship Management (CRM) which involves identifying and following leads throughout the sales process. CRM software allows businesses to manage leads efficiently by automating tasks such as lead capture, nurturing, scoring, and routing. This feature helps businesses in prioritising their sales efforts by concentrating on the most promising prospects and offering personalized communication based on their requirements and interests. Finally, good lead management increases the overall efficiency of the sales process, which leads to more revenue and customer happiness. Lead management in CRM adds value by streamlining and optimising the sales process while giving a better customer experience.

Sales Forecasting & Pipeline:

Sales forecasting is critical for pipeline management in logistics CRM. By accurately predicting future sales volumes, logistics companies can optimize their resources, inventory, customer service, costs, and business strategies, ultimately leading to increased efficiency, profitability, and customer satisfaction.

For example, the Sales Win/Loss analysis dashboard tracks the sales team’s performance by analysing the wins and losses of their opportunities. The dashboard displays metrics such as the number of closed-won and closed-lost opportunities, win rates, deal sizes, and the reasons for the losses. It also provides a breakdown of the win/loss data by sales rep, product, and geography, enabling sales managers to identify the best and worst-performing reps, products, and regions. 

Sales Management:

CRM’s sales management capability allows firms to improve their sales operations and enhance revenue. CRM gives important insights into customer behaviour, preferences, and purchasing habits by centralising all customer data and interactions, allowing sales teams to make better educated decisions and customise their approach to each client. CRM also makes it easier for sales teams to collaborate by allowing them to exchange information and coordinate efforts to maximise outcomes. Businesses may use CRM to automate sales operations including lead generation, lead nurturing, and sales forecasting, increasing productivity and lowering the risk of mistakes. Overall, sales management is a critical CRM element that enables firms to strengthen relationships with their customers and generate growth.

Quotation Management:

A CRM for logistics should also offer consolidated quoting capabilities. This feature allows you to quickly generate accurate quotes for customers that include trade lanes, incoterms, and charge lines. It can help you streamline your sales process and ensure that you are providing customers with accurate and consistent information. Your customers always look for the best freight forwarders to fulfil their shipping needs. With the right tools to assist, the logistics and supply chain managers don’t need too much time analysing the quotes. Receiving and responding to spot requests and RFQ fast and in the smartest way is necessary to win those customers. 

Customized Reports & Dashboards:

Customized reports and dashboards offer businesses a way to quickly and easily monitor their key performance indicators (KPIs). These tools can be customized to display the specific data and metrics that are most important to the business, allowing users to gain insight into their operations and make data-driven decisions. For example, a sales team might create a dashboard that displays the lead in progress number with potential value, open opportunity number with potential value, and won opportunity number with potential value, in addition to other important metrics.

This dashboard would provide a real-time view of the team’s sales pipeline and help them prioritize their efforts accordingly. The team could also include information about upcoming events and tasks, as well as their own personal metrics like my leads, open opportunities, and pipeline forecasts, to help them stay on top of their individual goals and responsibilities.

CRM Analytics:

Data is critical to understanding your customer relationships and making informed decisions. A good CRM for logistics should offer robust analytics capabilities that allow you to track key metrics such as customer retention, order volume, and revenue. This data can help you identify trends and opportunities, as well as areas where you may need to make changes to improve your customer relationships. For this, an interface to the Transport Management System (TMS) is highly recommended.

Mobile CRM:

Finally, in today’s fast-paced business environment, the CRM system should be easily accessible on mobile devices, as logistics professionals often work remotely or on the go. A mobile CRM allows your team to access customer information, manage tasks, improve response times and overall customer satisfaction, manage sales activity on the go, manage your leads and opportunities wherever you are, and update orders from their smartphones or tablets. This can help your team stay productive and responsive, even when they are away from the office.

API:

An API (Application Programming Interface) is a tool that allows your CRM to integrate with other applications and systems. This can be particularly useful for logistics companies that use multiple systems to manage their operations.  With the right technology and data integration, you can maximize the value of your processes and people so you can quickly benefit from productivity and visibility improvements.

Why should I replace my CRM? 

There are various reasons why CRM is expected to be more sophisticated and beneficial for businesses compared to an outdated CRM application.

Firstly, the latest CRM systems are designed to be more comprehensive, providing businesses with a wide range of tools and features to manage customer interactions and relationships. These may include features such as customer segmentation, lead tracking, email marketing, social media integration, and analytics, among others. In contrast, older logistics CRM applications may be more limited in scope and only offer basic functionalities such as order tracking and delivery management.

Secondly, the latest CRM systems are often cloud-based, which means they can be accessed from anywhere with an internet connection, making them more flexible and convenient for businesses. This is especially important for businesses that have remote teams or operate across multiple locations. In contrast, older logistics CRM applications may be limited to a single desktop computer or server, making them less flexible and scalable.

Finally, the latest CRM systems are designed with advanced data analytics capabilities, which allow businesses to track and analyse customer behaviour and preferences. This data can then be used to make informed decisions and improve customer engagement and retention. In contrast, older logistics CRM applications may not have sophisticated data analytics capabilities, which means businesses may miss out on valuable insights and opportunities for growth.

Overall, while an older CRM application may still be useful for some businesses, the NX CRM application is generally more advanced and provide a range of advantages that make it a better choice for businesses looking to optimize their customer relationship management processes.

Conclusion

A CRM system is an essential tool for logistics companies to streamline their sales operations, improve customer relationships, and increase profitability. But the problem is the one-size-fits-all CRM software lacks various features you need when you’re operating your business in the logistics and transportation industry. You need a comprehensive CRM system like Networcx that is created for the logistics industry. With Networcx’s CRM, you’ll enjoy all the benefits of a CRM system tailored to your unique needs. If you want to know exactly how Networcx can take your sales, marketing, and service operations to the next level, get a free demo today!

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2 thoughts on “CRM in logistics – What do I have to Consider”

  1. Ce contenu captivant m’a vraiment interpellé. En tant que négocCRMteur chevronné, j’accorde une grande importance à la gestion commerciale.
    J’ai trouvé beaucoup de contenu sur les logiciels CRM qui semblent vraiment faciliter les processus de vente.

  2. I do consider all of the concepts you’ve presented to your post.
    They are really convincing and can definitely work.
    Still, the posts are very quick for newbies.
    May you please extend them a bit from next time?

    Thank you for the post.

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