MODIFICATIONS OF DIGITAL TECHNOLOGIES BY CLIENT-ORIENTED SERVICE OF LOGISTICS ACTIVITIES IN THE MANAGEMENT SYSTEM OF THE ENTERPRISE

Oleksii HUTSALIUK, Iuliia BONDAR, Natalia REMZINA, Rafal LIZUT

HUTSALIUK O., BONDAR I., REMZINA N., LIZUT R. (2023), MODIFICATIONS OF DIGITAL TECHNOLOGIES BY CLIENT-ORIENTED SERVICE OF LOGISTICS ACTIVITIES IN THE MANAGEMENT SYSTEM OF THE ENTERPRISE. PHILOSOPHY, ECONOMICS AND LAW REVIEW. Volume 3, no. 1, 91-102

DOI: 10.31733/2786-491X-2023-1-91-102

 

ABSTRACT. The study examines the peculiarities of the use of information systems and digital technologies, digitization of the organization of logistics processes, increasing the volume of e-commerce, personalization of logistics services, as well as management of relationships with consumers of enterprises of various types of economic activity. These questions are especially relevant in the conditions of rapid development of the digital economy. The expediency of a comprehensive approach to the transformation of customer service in enterprise logistics management systems in digital conditions has been demonstrated. A statistical analysis of the indicators characterizing the level of use of information and communication technologies in the organization of the logistics activities of the enterprise was carried out. The main barriers to the digital transformation of customer service are formulated, conditionally grouped into marketing, information and organizational barriers. It was determined that in order to eliminate the barriers listed above, it is advisable to implement effective tools for the transformation of customer service, one of which is the information system for managing relations with consumers (CRM, Customer Relationship Management). The expediency of using the information system and digital technologies for the complex transformation of customer service in the logistics management system of the enterprise has been determined. It has been proven that in modern business conditions, it is profitable to formulate and implement digital strategies that manage partnerships with consumers, networks and stakeholders, in accordance with the institutional theory and evolutionary paradigm of the information economy, the concept and theory of interactive marketing. The issue of the need to develop and implement a digital strategy that manages partnership relations with consumers, the implementation of which will promote synergy, including economic, social and environmental, is outlined.

Keywords: enterprise, logistics activity, customer service, information and communication technologies, CRM-system, digital economy.

References

  1. Bondar, Iu. & Lehinkova, N. (2021). Tооls of activation of innovative development of enterprises of Ukraine. Economy digitalization in a pandemic conditions: processes, strategies, technologies: International scientific conference, January 22-23, 2021. Kielce, Poland. pp. 91-95.
  2. Cochran, K. (2009). There are many of us – one consumer. trans. with English A. B. Boldin. RIA “Standards and Quality”, 168 p.
  3. CRM and its types, types, purposes. URL : https://worksection.com/ua/blog/crm-theory.html
  4. Hutsaliuk, O. & Cherevatenko, V. (2015). Development of international business in the context of international management. State and regions. Series: Economy and entrepreneurship, 6 (87), pp. 8-13. [in Ukr.].
  5. Hutsaliuk, O., Bondar, Iu., & Lozova, T. (2022). Digital mechanisms of formation of cooperative logistics chains of commodity markets of Ukraine in the conditions of international trade cooperation. Commercialization of innovations: protection of intellectual capital, marketing and communications: monograph. Sumy: Sumy State University, pp. 283-295. URI: https://essuir.sumdu.edu.ua/handle/123456789/88684. [in Ukr.].
  6. Klimova, I. (2016). Problems and prerequisites for the use of logistics in Ukraine. State and regions, no. 3. pp. 143-147. [in Ukr.].
  7. Melnychenko, S.. & Sheenkova, K. (2013). Management of business processes in tourism: monograph. Kyiv: KNTEU, 105 p. [in Ukr.].
  8. Patlakh, I. (2011). Customer orientation as a business philosophy. Your business, no. 10, pp. 24-26.
  9. Ryzhkovskyi, B. (2005). When does a client vote with money? Enterprise management, no. 7. URL : http://www.advertology.ru/article27313.htm.
  10. Sandiuk, H., Lushpiienko, Yu., Trushkina, N., Tkachenko, I. & Kurganskaya, E. (2019). Special Procedures for Electronic Public Procurement. Journal of Legal, Ethical and Regulatory, special issue 2 (22). Business laws and legal rights: research and practice, рр. 1-6. URL : https://www.abacademies.org/articles/special-procedures-for-electronic public-procurement-1544-0044-22-SI-2-351.pdf.
  11. Savytska, N. (2014). Drivers and barriers to the development of online retail: theoretical and methodological aspects. Business Inform, no. 10. pp. 236-241. [in Ukr.].
  12. Shchedrina, O. & Agutin, M. (2012). Internet – technologies in business: a study guide. Kyiv : KNEU, 303 p. [in Ukr.].
  13. Trushkina, N., Dzwigol, H., Serhieieva, O. & Shkrygun, Yu. (2020). Development of the Logistics 4.0 Concept in the Digital Economy. Economic Herald of the Donbas, 4 (62), pp. 85-96. [in Ukr.].
  14. Use of information and communication technologies at enterprises of Ukraine in 2019: statistical bulletin. Kyiv: State Statistics Service of Ukraine, 2020, 34 p. [in Ukr.].
  15. Use of information and communication technologies at enterprises of Ukraine in 2020: statistical bulletin. Kyiv: State Statistics Service of Ukraine, 2021, 32 p. [in Ukr.].
  16. Use of information and communication technologies at enterprises of Ukraine for 2021: statistical bulletin. Kyiv: State Statistics Service of Ukraine, 2022l 30 p. [in Ukr.].
  17. Vasylychev, D. (2017). Methodical approaches to planning business processes in electronic commerce. Scientific works of the Kirovohrad National Technical University, no. 32, pp. 287-292. [in Ukr.].
  18. Velichko, K., Nosach, L. & Pechenka, O. (2017). Modern trends and prospects for the development of the Internet trade market: international experience and national practice. Economic strategy and prospects for the development of trade and services, 1 (25), pp. 184-196.
  19. What is a CRM system: purpose, possibilities and specifics of choice. URL : https://kamala soft.com/uk/blog/chto-takoe-crm-sistema/.
Views: 140