Abstract
The article presents the results of expert surveys conducted by international organizations as a method of empirical research to identify current problems, features and trends of customer-oriented logistics services to consumers in the context of digital space. The statistical analysis of the indicators characterizing the level of use of information and communication technologies at management of mutual relations with consumers at the Ukrainian enterprises is executed. The key barriers that hinder the digital transformation of the logistics service have been identified, which are conditionally classified into 6 groups: trading, transport, marketing, information, organizational and financial and economic. The content structure of CRM-system implementation as a customer relationship management tool is proposed. The expediency of the complex approach application to digital transformation of consumers logistic service on the basis of customer orientation is substantiated and the formula of an estimation of synergetic effect from its realization is offered.
Highlights
We are happy to invite you to get acquainted with the first issue of the new scientific and practical publication "Intellectualization of Logistics and Supply Chain Management".We strongly believe that the launch of this magazine indicates the objective need to rethink a wide range of issues related to the development of theory and practice in logistics and supply chain management, awareness of the need to unite the scientific community and logistics practitioners, dissemination of modern knowledge and best practices for innovative development of the logistics services market.The first issue of the magazine is published at a difficult time
The purpose of this article is to study the features and identify key barriers that hinder the effective development of customer relationship management in a digital economy; substantiation of a comprehensive approach to the digital transformation of logistics customer service on the basis of customer orientation
The transformation of the logistics activities of the enterprise is closely interrelated with the development of the digital economy
Summary
We are happy to invite you to get acquainted with the first issue of the new scientific and practical publication "Intellectualization of Logistics and Supply Chain Management". Industry experts predict the emergence of new, more flexible and adaptive supply chain management strategies and approaches to logistics business process management. Hryhorak M.Yu. Doctor of Economics, Associate Professor, Head of Logistics Department National Aviation University (Ukraine). The article presents the results of expert surveys conducted by international organizations as a method of empirical research to identify current problems, features and trends of customer-oriented logistics services to consumers in the context of digital space. Обґрунтовано доцільність застосування комплексного підходу до цифрової трансформації логістичного обслуговування споживачів на засадах клієнтоорієнтованості та запропоновано формулу оцінювання синергетичного ефекту від його реалізації. Ключевые слова: логистическое обслуживание, клиентоориентированность, клиентский опыт, цифровая экономика, цифровые технологии, CRM-система
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