Customer Relationship Management (CRM) in Logistics Training Course

Introduction

The Customer Relationship Management (CRM) in Logistics Training Course is a specialized program designed to help logistics and supply chain professionals strengthen client relationships, improve service delivery, and drive customer loyalty through effective CRM strategies. In today's hyper-competitive and customer-driven logistics environment, building long-term partnerships and delivering consistent value is critical. This course equips participants with proven tools, technologies, and communication techniques tailored specifically to logistics service providers and supply chain organizations.

CRM in logistics goes beyond customer service, it integrates data, processes, and cross-functional collaboration to anticipate client needs, streamline operations, and enhance overall customer satisfaction. From managing key accounts and service levels to leveraging CRM software and analyzing client feedback, participants will learn how to turn customer insights into actionable improvements. This training provides practical guidance on aligning CRM with operational excellence and achieving sustained client retention in domestic and global logistics markets.

Target Audience

• Customer Service Managers in Logistics
• Key Account and Relationship Managers
• Supply Chain and Logistics Coordinators
• Sales and Business Development Executives
• CRM System Administrators and Analysts
• Freight Forwarding and 3PL Client Managers
• Operations and Distribution Center Supervisors

Duration

5 Days

Course Objectives

1. Understand the role of CRM in modern logistics and supply chains
2. Develop effective customer engagement and retention strategies
3. Integrate CRM systems with logistics operations and data flows
4. Improve service levels and responsiveness through CRM tools
5. Align sales, service, and operations teams around customer needs
6. Measure customer satisfaction and manage performance expectations
7. Leverage CRM analytics to drive continuous improvement
8. Build long-term value through strategic customer partnerships

Course Content

Module 1: Introduction to CRM in Logistics

• Definition and scope of CRM in supply chain environments
• Strategic importance of customer loyalty and retention
• CRM vs. traditional customer service in logistics
• Customer touchpoints across the logistics value chain
• Benefits of CRM for 3PLs, carriers, and freight providers

Module 2: CRM Strategy and Customer Segmentation

• Identifying customer types and segmentation models
• Developing value propositions for key customer groups
• Tailoring service offerings to strategic clients
• Aligning CRM strategy with logistics capabilities
• Building a customer-centric organizational culture

Module 3: CRM Systems and Digital Tools

• Overview of CRM software platforms for logistics
• Integrating CRM with WMS, TMS, and ERP systems
• Automation of customer communications and workflows
• Using dashboards and reporting tools for visibility
• Managing data quality and CRM system adoption

Module 4: Customer Communication and Relationship Building

• Proactive communication strategies for logistics clients
• Managing service level expectations and SLAs
• Handling complaints, disruptions, and exceptions
• Building trust and transparency through communication
• Training frontline staff on customer interaction

Module 5: CRM and Service Performance Management

• Linking CRM to key service performance indicators
• Monitoring delivery accuracy, response times, and OTIF
• Using customer feedback to improve logistics processes
• Creating service recovery and escalation protocols
• Performance reviews with strategic accounts

Module 6: CRM Data Analysis and Customer Insights

• Capturing and analyzing customer interaction data
• Identifying trends, opportunities, and pain points
• Leveraging predictive analytics for client needs
• Building customer scorecards and dashboards
• Using insights to tailor solutions and offerings

Module 7: Aligning Internal Teams for CRM Success

• Cross-functional collaboration between sales, ops, and service
• Internal CRM training and communication plans
• Creating accountability for customer outcomes
• Breaking silos to improve customer experience
• Fostering a unified service culture

Module 8: Retention, Loyalty, and Long-Term Value

• Customer lifecycle management in logistics
• Programs for customer retention and loyalty
• Measuring Net Promoter Score (NPS) and CSAT
• Enhancing value-added services for key clients
• Case studies of successful CRM in logistics

General remarks

• Customizable courses are available to address the specific needs of your organization.
• The participant must be conversant in English
• Participants who successfully complete this course will receive a certificate of completion from Lenol Development Center.
• The course fee for onsite training includes facilitation training materials, tea break and lunch.
• Accommodation and airport pick up are made upon request
• For any inquiries reach us through info@lenoldevelopmentcenter.com or +254 710 314 746
• Payment should be made to our bank