Developing customer relations; focus on follow-up reporting
Koski, Teppo (2016)
Koski, Teppo
Satakunnan ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201605178307
https://urn.fi/URN:NBN:fi:amk-201605178307
Tiivistelmä
The purpose of this thesis was to find out how the customers of DHL Global Forwarding (Finland) Oy have perceived the transportation report, which contains detailed level information about their shipments. In addition, the objective was to discover how the report could be enhanced further in order to meet customer expectations. The goal was also to gain knowledge of how the report is being utilized by the customers.
The theoretical part comprises of two chapters. The first chapter deals with the topic of customer service in the supply chain, where both concepts are defined separately after which the role of customer service in supply chains is addressed. The second chapter touches on customers and customer lifecycle, discussing customer relationship management’s role in customer lifecycle and finally addressing customer retention.
The empirical part was conducted as a qualitative research where a focused interview via telephone was used to gather the data. 15 customers who receive the report either monthly or quarterly were interviewed in February and March 2016.
The research revealed that the customers are pleased with the report. The report was said to be clear and easily understandable while many considered its content to be sufficient for their needs. The research also revealed some areas where the report could be improved or clarified. The report is mainly used for tracking and comparing shipments, to spot trends and for cost analysis. Overall, the report was deemed important and useful by the customers.
By utilizing the knowledge acquired from the study the company DHL Global For-warding (Finland) Oy will be able to modify the current report to meet customer expectations. The research also provides tools to develop new reports in the future.
The theoretical part comprises of two chapters. The first chapter deals with the topic of customer service in the supply chain, where both concepts are defined separately after which the role of customer service in supply chains is addressed. The second chapter touches on customers and customer lifecycle, discussing customer relationship management’s role in customer lifecycle and finally addressing customer retention.
The empirical part was conducted as a qualitative research where a focused interview via telephone was used to gather the data. 15 customers who receive the report either monthly or quarterly were interviewed in February and March 2016.
The research revealed that the customers are pleased with the report. The report was said to be clear and easily understandable while many considered its content to be sufficient for their needs. The research also revealed some areas where the report could be improved or clarified. The report is mainly used for tracking and comparing shipments, to spot trends and for cost analysis. Overall, the report was deemed important and useful by the customers.
By utilizing the knowledge acquired from the study the company DHL Global For-warding (Finland) Oy will be able to modify the current report to meet customer expectations. The research also provides tools to develop new reports in the future.