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Methodology of building relationships with customers in the area of transport services

Klieštik Tomáš, Salamakhina Ekaterina, Zhuravleva Natalia

Archiwum Motoryzacji

2021

Vol. 93, nr 3

59--65

The current focusing of market on customer comfort demands that service providers orienconstantly modernize their structures and methods of operation. Due to the progressive digitization of various areas of business activity it is necessary to know and regularly implement up-to-date technological aids available to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is an extremely important element in the supply chain and transport companies play the role of both intermediaries and service providers. This article is a framework proposal of a methodological solution for entities dealing with transport services in terms of building long-term relationships with the client with the help of modern technologies and methodologies. The findings show strategies and systems with which transport companies can strive to build a competitive offer in the logistics chain. A process portal was proposed as the target solution as an internet base of the transport offer using big data as a means to optimize the service. The study was devoted to analysing multi-criteria decision-making methods with a view to using solutions in the process of developing methodologies for building customer relations in the field of transport services.