(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

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(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) GENCY (VIETNAM)ID:22130086MASTER OF BUSINESS ADMINISTRATIONSUPERVISOR: PROF. NGUYEN THI MAI TRANGHo Chi Minh city - Year 2016.EXECUTIVE SUMMARYSuppose

that the shipping industry is a potential & challenge field in Viet Nani which we need to explore and develop the service quality more strongly & fru (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

itfully. The author of this paper who has ever spent the working time at the Evergreen shipping Agency (Viet Nam) (EGV); has a bit of experience in th

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

is shipping field and decides to choose the subject of thesis relating to this field with hoping that the thesis can help the company to realize the o

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) a chance to contact with many departments in EGV and decides to focus mainly on the business department because the author was learned that business

department is the most important department to help to bring to the profit for the wholly company. Recently, the author is informed that business depa (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

rtment needs to be improved because its performance is too bad. During researching, the author finds that business department is facing with the main

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

problem: Lost accounts leading to cargo lifting decreased too much during the first quarter of 2016. First, the author discovers the causes and effect

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) t important cause which affects strongly to EGV’s lifting falling. The main cause is regarding to rate issue which salesperson in charge can’t match s

uppliers' request. Many accounts were lost or stopped using EGV’s service to move to other competitors who can meet their expectation. However, the ma (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

in cause which is stated here is still unclear that needs to investigate deeper to find out the real problem and the author1 I Pagecontinues to do the

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

second survey in next step and find that the real cause is the failure of customer retention. With the increase in the pressure of external threats i

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) that EGV still have many occasions to adjust and improve in the strategic decision-making on business problem in maintenance and improvement of custo

mer retention. Once the business problem and its most important causes have been identified and validated, a solution can be designed. There arc two s (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

olutions given to discuss as below:Solution 1: Freight adjustment to meet customer's expectation (direct solution)Solution 2: Developing a system for

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

measuring the performance of a sales department (indirect solution through human resource aspect)rhe author evaluates and makes a comparison to choose

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) service more and more. So, the second solution is chosen the best one lor project-oriented evaluation. In order to help the readers to understand more

details and lake this paper as the sample to make a reference for the similar organization situation in the shipping industry. Through this paper, th (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

e author will present, analyze, evaluate the symptomatic phenomena of a specific problem of the project throughout the whole process and give valuable

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

comments for the organization.2 I PageHOW TO RECAPTURE LOST CUSTOMERS ATEVERGREEN SHIPPING AGENCY (VIETNAM)ABBREVIATION & NOTESACKNOWLEGEMENTI/ COMPA

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam) oil I IONS FOR I HE PROBLEM.35IV/ IDENTIFICATION / ACTION PLAN....................................46V/ CONCLUSION.....................................

................ 50VL SUPPORTING INFORMATION...........................................51REFERENCES.................................................. (LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

........55APPENDIX............................................................60RESEARC H TR.LN SCRIPTSCl’S 1 OMER SAI ISFACI ION SURVEY 1EMPLAIE3|Pag

(LUẬN văn THẠC sĩ) how to recapture lost customers at avergreen shipping agency (vietnam)

eABBREVIATION & NOTES2M: container shipping industry alliance between Maersk (MSK.) and MSC

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AG