REVIEW PAPER
Proposal of methodology for customers relationships establishing in terms of transport services
1
Faculty of Operation and Economics of Transport and Communications,, University of Žilina, Slovakia, Slovak Republic
Submission date: 2023-05-08
Final revision date: 2023-09-23
Acceptance date: 2023-09-25
Publication date: 2023-09-29
Corresponding author
Iwona Ewa Hajduk
Faculty of Operation and Economics of Transport and Communications,, University of Žilina, Slovakia, Univerzitna 8215/1, 010 26, Žilina, Slovak Republic
Faculty of Operation and Economics of Transport and Communications,, University of Žilina, Slovakia, Univerzitna 8215/1, 010 26, Žilina, Slovak Republic
The Archives of Automotive Engineering – Archiwum Motoryzacji 2023;101(3):5-31
KEYWORDS
managementCustomer Relationship Managementcustomer satisfactiontransport sectorconsumer relationship
TOPICS
ABSTRACT
Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.
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