Studies show that intellectual capital may constitute as much as 75 per cent of the total value of companies. The financial value of freight shipping companies has usually been determined on the basis of physical capital. This thesis is a case study of a freight shipping company’s customer capital, an element of the intellectual capital. Customer capital consists of knowledge and relationship networks. The ways in which the freight shipping company could better utilise this capital were investigated in the study. In part, the knowledge is also found from inside the freight shipping company, in part it is available from the customers. Utilisation of the customer capital is very much about identifying the value of knowledge. Only after the value of knowledge has been identified, the processes for collecting and saving it can be designed. Utilisation also includes enhancing the networks where knowledge moves and increasing the trust between parties. CRM is a tool well suited for utilising the customer capital of a freight shipping company.