Service quality in logistics, operational expertise, technology, the power of suppliers, senior management policies, security, your company’s brand, the projects we have done in the past, your references and dozens of factors that we can add to these are the reasons why companies prefer you as a logistics provider. In our industry where competition is intense, these factors are indispensable for logistics providers. Today, logistics providers are developing and innovating in different areas every day in order to stay one step ahead of their competitors. So, do such innovations, investments, projects and campaigns always lead to the desired result? Do companies always get the desired return on their investment?
Today, the customer is located in the middle of the units within the enterprise, as in other sectors. In other words, as a logistics provider, we have to serve the customer with all of our sales, operations, data processing, operations and finance units. The unit that will create this bridge between the company and the customer is the sales and customer service department. The establishment of this communication can only be with sales and customer service employees who know the business and the capabilities of the business well. The sales department is the main channel that provides the inflow of money to the logistics providers. Sales, customer service employee selection is very important. The power to represent your company, its past experiences, its customer’s perspective on satisfaction, and the first impression it gives you are important. Because it will give your customer the first impression it gave you. Professional human resources and sales culture, which have an important place in many processes, are at the center of the effective sales management process. During the training process, the new employee should have information about the business processes of all the departments he will meet with in the future processes in the company. In this process, the new employee will have the opportunity to get to know the people in the other department and will lead to a good communication. Good communication between the sales team and other departments will enable them to express themselves and customer requests better. As a result of this, works will progress faster and customer and employee satisfaction will occur. If this process is done incorrectly, it will prolong the adaptation of the person to the company, causing the company to lose work and time, perhaps even the person.
In today’s competitive environment, it is necessary to maintain good relations with existing customers and gain efficient new customers in order to stand out from competitors, to provide good customer service, and to increase profitability. This situation necessitates getting to know existing customers better and creating more relationships by using customer information correctly.
Customers make many purchasing decisions every day. Many large businesses research and analyze customers’ purchasing decisions in detail, trying to discover how, where, how much, when and why customers buy. Marketers are learning more and more about the purchasing behavior of customers by examining and working on such decisions of customers, and it seems that the truth is; customers do not make the purchasing decision so easily.
Another element that enables businesses to be successful is their customers. The continuity of their success depends on the long-term relationships that the business will establish with its customers in the market area, businesses have focused on establishing long-term relationships with suppliers, customers and channel members in order to survive and provide competitive advantage. Establishing a relationship with customers is a process for the satisfaction of mutual needs, covering all applications of the business before and after sales. With the application of the process to businesses, customers are placed at the center of all business activities. Customer relationship management is an investment approach aimed at understanding and influencing customer behavior with the right communication tool to ensure customer purchase, attract customers to the business, create long-term loyalty and ensure customer profitability. The survival of businesses depends on the existence of their customers. The aim of the business is to make a profit by selling the products it produces to its customers. But here, the wishes and needs of the customer should also be taken into account. Because the number of competing businesses is increasing day by day and customers are more likely to prefer other businesses. For this reason, businesses choose to establish relationships with their customers in order to attract them.
Every sector in the rapidly developing business world has entered into a great competition in its own market. For this reason, every business aims to be successful in its own division of labor. However, the rapid change in technology and the differences in the needs of consumers in the market make it difficult for businesses to survive in a competitive environment. Businesses try to bring the products or services they produce to a certain position with various promotional activities in an intensely competitive environment. With the effect of competition, these applications become insufficient after a certain period of time. Because in some cases, rival companies imitate the company’s products, and in some cases, they share the market share of the company by creating more advanced products. Businesses have to make a big change in their marketing approach by taking these developments into account. Effectively managing your relationships with your new and existing customers is essential. Customer Relationship Management not only automates customer interaction, but also helps you contribute to the formation of market share and gain valuable customers. Customer relations management; It helps you make the best use of your marketing, sales and service activities, allowing you to establish lasting and profitable relationships with your customers.
One of the biggest reasons for customer losses is order delays and sales. The main purpose of demand and order management is to respond quickly to customer orders in an efficient and integrated process. The basic features of the system to be created for this are as follows: All information belonging to the customer should be collected in a common information pool. Developed planning systems integrated with customer orders and production capacity should be used. The necessary infrastructure should be established so that customer demand can be transmitted quickly and automatically to the upper links of the supply chain. Production and new product development activities should be shaped rapidly according to demand; Demand planning responsibility should be defined in the organization. The automatic order distribution function should be activated. Order optimization should be possible on the system; Orders should be received and recorded electronically by establishing electronic connections with customers with large transaction volumes.
It is the function of supplying materials and products with optimum cost, quality and speed that will meet customer orders on time, with high quality and cost-effectively. The basic requirements in purchasing are: purchasing strategies must be aligned with company strategies. Strategic partnerships with vendors should be established. Supplier performance should be constantly monitored. A centralized and distributed purchasing structure should be established; integrated information systems should be established with suppliers; System infrastructures should be established where the seller can manage the stock of his own goods from the warehouse.
Decisions about where to store stocks in appropriate conditions, at affordable costs, with infrastructures that will enable rapid movement, are the duties of warehouse management in the supply chain. Basic requirements: warehouse management, purchasing, planning and stock management functions should work integrated. Centralized and dispersed storage operations should be carried out in a balanced way, taking into account company resources CE. Warehouse layout should match material characteristics; Warehouse automation tools should be used to provide speed and cost advantages.
It is the function of supplying materials and products with optimum cost, quality and speed that will meet customer orders on time, with high quality and cost-effectively. The basic requirements in purchasing are: purchasing strategies must be aligned with company strategies. Strategic partnerships with vendors should be established. Supplier performance should be constantly monitored. A centralized and distributed purchasing structure should be established; integrated information systems should be established with suppliers; System infrastructures should be established where the seller can manage the stock of his own goods from the warehouse.
Decisions about where to store stocks in appropriate conditions, at affordable costs, with infrastructures that will enable rapid movement, are the duties of warehouse management in the supply chain. Basic requirements: warehouse management, purchasing, planning and stock management functions should work integrated. Centralized and dispersed storage operations should be carried out in a balanced way, taking into account company resources CE. Warehouse layout should match material characteristics; Warehouse automation tools should be used to provide speed and cost advantages.
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