6020SSL International Logistics
, Table of Contents
1. Introduction.............................................................................................................................................1
2. Customer service in international logistics..............................................................................................1
2.1 Definition of customer value.............................................................................................................1
2.2 FedEx service and approach to creating customer value...................................................................2
2.3 Information Technology and Customer Value...................................................................................3
2.3.1 Data Analytics Tools....................................................................................................................3
2.3.2 Real-Time Tracking Systems........................................................................................................4
2.3.3 Customer Relationship Management (CRM) Systems.................................................................4
3. Order Winners and Order Qualifiers in Logistics......................................................................................5
3.1 The Definition of Order Winners and Order Qualifiers......................................................................5
3.2 Order Winners' Contribution to Customer Value...............................................................................5
3.2.1 Speed and Reliability of Delivery.................................................................................................5
3.2.2 Advanced Tracking and Transparency.........................................................................................5
3.2.3 Innovative Logistics Solutions.....................................................................................................6
3.3 FedEx's Approach to Order Qualifiers and Their Impact....................................................................6
3.3.1 Basic Service Levels.....................................................................................................................6
3.3.2 Customer Support and Responsiveness......................................................................................7
4. Recommendations...................................................................................................................................7
5. Conclusion...............................................................................................................................................8
References...................................................................................................................................................9
, Table of Contents
1. Introduction.............................................................................................................................................1
2. Customer service in international logistics..............................................................................................1
2.1 Definition of customer value.............................................................................................................1
2.2 FedEx service and approach to creating customer value...................................................................2
2.3 Information Technology and Customer Value...................................................................................3
2.3.1 Data Analytics Tools....................................................................................................................3
2.3.2 Real-Time Tracking Systems........................................................................................................4
2.3.3 Customer Relationship Management (CRM) Systems.................................................................4
3. Order Winners and Order Qualifiers in Logistics......................................................................................5
3.1 The Definition of Order Winners and Order Qualifiers......................................................................5
3.2 Order Winners' Contribution to Customer Value...............................................................................5
3.2.1 Speed and Reliability of Delivery.................................................................................................5
3.2.2 Advanced Tracking and Transparency.........................................................................................5
3.2.3 Innovative Logistics Solutions.....................................................................................................6
3.3 FedEx's Approach to Order Qualifiers and Their Impact....................................................................6
3.3.1 Basic Service Levels.....................................................................................................................6
3.3.2 Customer Support and Responsiveness......................................................................................7
4. Recommendations...................................................................................................................................7
5. Conclusion...............................................................................................................................................8
References...................................................................................................................................................9
