Customer experience management has become a strategic necessity to satisfy customer demands, deliver consistent and rewarding service, and ultimately strengthen customer relationships. On the occasion of the 18th TPM Annual Conference currently taking place in Long Beach, California, the CMA CGM Group, a world leader in maritime transport, unveils its customer centricity strategy to create the customer experience of tomorrow.
Customer Centricity, a top priority of the Group’s strategy
A year ago Rodolphe Saadé, Chairman and CEO of the CMA CGM Group, defined ‘Customer Centricity’ as one of the Group’s core strategies. Since then, the Group has reevaluated the way it works with its customers, to have a clear understanding of their expectations, in order to deliver a consistent and a rewarding customer experience throughout their business journey with CMA CGM.
A new philosophy, far beyond the customer relationship
CMA CGM has taken a comprehensive view of the customer experience to develop its strategy. The strategy will place more timely and relevant information in customers’ hands and make better use of the information CMA CGM has to anticipate customers’ needs. Our investments in analytics and business intelligence are focused on creating multichannel customer service capabilities. We are reshaping the ways customers engage with us to make it seamless across the whole global organization, improving our responsiveness and the ability to create new value for our customers.
A range of new products being developed to serve our customers even better
Within the coming months, innovative and revolutionary new products will be offered to the Group’s customers in order to meet their expectations and build with them the shipping of tomorrow. Among these new offerings:
Smart containers, the new shipping standard
Smart containers will be a standard offering for CMA CGM customers. Developed in partnership with and powered by TRAXENS, smart containers are the most advanced system providing complete, reliable and on-time data for customers. They will allow for:
Smart containers use the latest technologies and next generation connectivity for continuous tracking of cargo anywhere and anytime. Moreover, smart containers are fully integrated in the processes of CMA CGM to deliver immediate benefits to our customers.
With more than 15.6 million containers transported by CMA CGM in 2016, the introduction of smart containers into the Group’s fleet means that large amounts of information will be collected and analyzed to improve the service provided to our customers.
Already existing products to serve customers’ needs and expectations
Over the past few months, CMA CGM has developed a new products and services aimed at enhancing the customers’ experience. CMA CGM has developed unique and innovative new offerings:
With its new strategy and ambition, CMA CGM reaffirms its commitment to become the industry’s leader in customer service.