• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Supply Chain Management >Driving towards sustainable profitability: transportation service providers and customer relationship management
【24h】

Driving towards sustainable profitability: transportation service providers and customer relationship management

机译：推动实现可持续盈利能力：运输服务提供商和客户关系管理

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Purpose - The paper aims to highlight the focus on short-term profitability by transportation service providers in a notoriously cyclical business, often at the expense of developing customer loyalty. It urges transportation service providers to use customer relationship management tools and customer emotions to generate long-term profitability. Design/methodology/approach - The insights into the marketing aspects of the transportation services industry were developed based on interviews and discussions with more than 50 transportation industry specialists, representing service providers and buyers. Findings - The transportation services industry is a cyclical business and, in the post-2001 economic recovery, carriers have focused, as in previous cycles, on short-term profitability. They are not investing in customers offering potential future growth, and are dropping currently unprofitable customers in favour of those offering the most profit per lane today. Customer relationship management techniques, especially those based on customer emotions, can be used by the transportation service providers to generate customer loyalty, allowing them to grow with their customers and smooth out the peaks and valleys of the business. Research limitations/implications - The research was constrained by limited access to quantitative data from the carriers and buyers and limited ability to publish data due to reasons of confidentiality. Practical implications - The paper highlights the need for transportation service providers to use customer relationship management techniques and generate and sustain customer loyalty to drive their long-term profitability. Originality/value - Relationship-based marketing has been a neglected function for transportation service providers. This paper provides a rationale for the transportation service industry to adopt customer relationship management techniques, successfully used in financial and other services, and presents some CRM methods, especially those based on customer emotions.
机译：目的-本文旨在强调运输服务提供商在一个臭名昭著的周期性业务中对短期盈利的关注，而这通常以提高客户忠诚度为代价。它敦促运输服务提供商使用客户关系管理工具和客户情感来产生长期获利能力。设计/方法/方法-基于与服务提供商和购买者的50多位运输行业专家的访谈和讨论，得出了对运输服务行业营销方面的见解。调查结果-运输服务业是一个周期性行业，在2001年后的经济复苏中，承运人像以前的周期一样将重点放在短期盈利能力上。他们没有投资于提供潜在未来增长的客户，而是放弃了目前无利可图的客户，转而支持如今每车道利润最高的客户。客户关系管理技术，特别是那些基于客户情感的技术，可以被运输服务提供商用来产生客户忠诚度，从而使其与客户一起成长，并消除业务的高峰和低谷。研究的局限性/含意-由于机密性的原因，该研究受到承运人和购买者对定量数据访问的限制以及发布数据的能力的限制。实际意义-本文强调了运输服务提供商需要使用客户关系管理技术，并产生并维持客户忠诚度以提高其长期盈利能力。独创性/价值-基于关系的营销已成为运输服务提供商的一项被忽略的功能。本文为运输服务行业采用客户关系管理技术提供了理论依据，并成功地应用于金融和其他服务中，并提出了一些CRM方法，尤其是基于客户情感的CRM方法。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号