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Improving the performance of logistics company using CRM and other techniques.

This thesis delves into the implementation and impact of Customer Relationship Management (CRM) systems within the logistics industry, with a detailed case study of Orion Lift. The research encompasses a thorough financial analysis and logistical performance evaluation post-CRM integration. Orion Lift, a local logistics company, faced several operational challenges, including inefficiencies in customer management and high operational costs. By integrating a CRM system, the company aimed to streamline its processes, enhance customer satisfaction, and improve overall business performance.Financial metrics were meticulously calculated before and after the CRM implementation. The results indicate substantial improvements across all metrics, with notable increases in revenue and customer retention rates, and reductions in operational costs and customer acquisition costs. The thesis also discusses the potential financial and operational benefits of CRM systems, supported by comparative analysis with other effective CRM implementations in the logistics sector. Overall, the thesis provides a comprehensive assessment of the benefits of CRM systems in logistics, using Orion Lift as a case study.

Author: Aleksandr Usmanov

Supervisor: Genadijs Gromovs

Degree: Professional Bachelor

Year: 2024

Work Language: Latvian

Customer Satisfaction in Information Provision in Bus and Coach terminals

The actuality of this research lies in the significance of changing the mobility traditions toward public transport usage. It requires considering various aspects of the customer experience in public transport services. Transport terminals are an asset to an area as they may act as catalysts for more active use of public transport. However, poorly planned, and sited terminals may generate problems and passengers reduction.The research aims to gain insights into the effectiveness of information visualization in bus and coach terminals and contribute to enhancing the overall passenger experience during journeys. The author is reviewing existing literature on information visualization in transport terminals and studies, or best practices related to improving passenger experiences through effective information design.The author used both quantitative and qualitative methods as sources of data, such as user surveys, expert interviews, and observations for understanding how passengers interact with existing information displays. From analysis, the Riga International Coach terminal has a good information system but misses some visualization tools for information provision. Thus, recommendations were made on how to improve information provision to enhance customer satisfaction.

Author: Diane Aliou Yasmine

Supervisor: Irina Jackiva

Degree: Master

Year: 2024

Work Language: English

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