CUSTOMER RELATIONSHIPS IN LOGISTICS

Introduction:

In today’s business world, the success of enterprises is not only linked to the quality of the products they produce or the services they offer but also directly tied to their activities in customer relationships. In this context, customer relationships in logistics play a crucial role in enhancing customer satisfaction and achieving long-term profitability for businesses.

Marketing Concept at the Core of Customer Relationships

Marketing is directly connected to customer relationships and is built upon three fundamental ideas. Firstly, understanding the wants and needs of customers is essential. Then, making products and services that align with these wants and needs accessible to customers is necessary. Finally, long-term profitability is achieved through customer satisfaction and loyalty.

Customer Services in Logistics

Customer service is a fundamental element in logistics management. Simply put, customer service involves being responsive to customer needs and providing straightforward processes for customers to access products and services. However, this process is not just a transaction; it’s also a management philosophy. Creating value for the customer is a performance process that requires careful planning.

Key Dimensions of Customer Service

There are three key dimensions to customer service: accessibility, performance, and reliability. In logistics, accessibility is a significant part of fulfilling customer orders, involving the management of stocks. Performance is a criterion dependent on operational expectations, such as speed, consistency, flexibility, and problem resolution. Service quality is directly associated with reliability.

Customer Value and Measurement

Customer value is created when the benefit derived from obtaining desired products and services surpasses the cost and time invested by the customer. Contribution to customer value in logistics, particularly involves evaluating the costs that customers have to bear. Businesses establish criteria such as customer lifetime value, customer influencing value, and wallet size to measure customer value and assess relationship performance.

Customer Relationship Management

Customer relationship management involves having a system to collect feedback, whether positive or negative, to ensure the continuation of the relationship with the customer. Specifically, following up with complaining customers can enhance customer satisfaction and strengthen long-term relationships.

Transportation and Modes of Shipment

Customer relationships in logistics are closely related to transportation and modes of shipment. Modes of transportation enable the physical movement of products and play a critical role in delivering them to customers. Modes such as road transportation, railway transportation, maritime transportation, and air transportation allow businesses to develop strategies that align with customer needs.

Mode Selection and Transportation Management

Selecting transportation modes involves considerations like cost, speed, capacity, efficiency, and transportation constraints. Effectively managing transportation modes by accurately identifying transportation needs allows businesses to strengthen customer relationships. The choice of modes is critical for the successful management of transportation processes and meeting customer expectations.

In Conclusion

Customer relationships in logistics involve not only the processes of producing products or providing services but also the ability of businesses to develop customer-focused strategies and manage transportation processes effectively. Customer satisfaction, value creation, and the sustainability of long-term relationships are fundamental elements for successful customer relationship management in logistics.