Published May 6, 2020 | Version v1
Journal article Open

Digital transformations of logistics customer service business models

Authors/Creators

  • 1. National aviation university
  • 2. Institute of Industrial Economics of the National Academy of Sciences of Ukraine
  • 3. International university of logistics and transport in Wroclaw

Description

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.

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Journal article: 2708-3195 (ISSN)

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