IMPROVING LOGISTICS CUSTOMER SERVICE IN SMALL AND MEDIUM MANUFACTURING COMPANIES

Abstract

A large offer of services and goods, whimsical customers increase the competitiveness of companies, so companies that want to stay in the market must constantly improve customer service and promptly satisfy their needs. In order to find out the possibilities of improving logistic customer service, the analysis, comparison and generalization methods of scientific literature by Lithuanian and foreign authors were applied. The literature analysis revealed that in today's market, the use of customer relationship systems is an important tool that combines different customer service processes into a common whole. With the help of the customer relations management system, impractical, additional repetitive processes are avoided, data and information exchange and their availability are simplified, resource costs are reduced, and records of work with the system are accumulated. Taking into account the successful practices of companies and in order to ensure success, it is necessary to improve relations with customers and thus encourage their loyalty and maintain competitiveness in the market.