The author has made a multidimensional review of the determinants of retail business strategies in the context of the development of the omni-channel trade concept. The development of ICT and innovation in new omni-channel sales, affect the changes in customer acquisition processes. A customer-oriented trading company must take these changes into account in its customer service strategy and effectively meet new customer needs resulting from these changes. The article concludes with identifying new logistical customer service challenges and proposing operational actions needed to meet these challenges. The development of the omni-channel concept implies the simultaneous use of traditional channels and online channels in sales strategies. In addition, the company uses modern forms of promotion based on electronic channels and social media. These conditions necessitate a change in the architecture of the business enterprise's processes.
Purpose:The aim of the paper is to present the concept and analyse the possibility of using the matrix of information needs as a tool improving the process of customer service. Moreover, the paper presents the procedure of its implementation and use on the example of a production company from the furniture industry operating in Poland. Design/Methodology/Approach: The paper uses the concept of case study. It presents the essence of the matrix of information needs as a tool to improve communication between departments in the company. The procedure of implementing this tool in a production company was also presented. Additionally, the paper is based on the analysis of literature concerning information needs and logistics customer service in companies. Findings: The result of the work is an information needs matrix as a tool for improving the effectiveness of the customer service process in a company. The procedure of preparation and implementation of such a matrix was presented on the example of a production company operating on the furniture market in Poland. Other results include the identification of challenges and problems in the implementation process of the information needs matrix. Originality/Value: The described matrix of information needs is a very important tool for improving the effectiveness of communication between departments involved in the customer service process. In this manner, the implementation of the matrix contributes to the improvement of the efficiency of the whole service process. The matrix should be based on a detailed analysis of the information needs of each participant in the process and take into account the specificity of the company.
Purpose: This paper is devoted to the standardisation of customer service in the logistics services market. Its first part focuses on various aspects of defining and optimising buyer service. Next, the focus turns to the benefits and barriers of service standardisation, and at the end of the text, the focus turns to logistics buyer service, understood as the ability of a company's logistics system to meet customer expectations in such categories as lead time, certainty and security of transactions, communication with the customer, and efficiency and convenience of service. The authors have made a comprehensive analysis of customer service as a business process. They have focused on the ways in which customer service is perceived and the factors determining its level. They then evaluated the advantages of standardising logistics service, without ignoring the limitations of implementing this process. Design/Methodology/Approach: The paper uses the method of descriptive characteristics of market phenomena and processes. The professional literature on customer service standardisation was comprehensively searched. Findings: The results of the analyses are of both cognitive and pragmatic value, especially in the context of undertaking work towards the development and implementation of a standardised logistics strategy for customer service. Originality/Value: Standardisation of the customer service process allows for a quicker response to customer preferences, and also makes it possible to design the process in such a way that it has a positive impact on the company's operations and becomes a source of its competitive advantage. Among the many benefits of standardising logistics customer service are increased customer satisfaction, lower staff management costs and a systematic drive to improve the quality of customer service.
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