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 Nam which we need to explore and develop the sen ice quality more strongly & frui Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) tfully. 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 thiLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
s 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 orUNIVERSITY 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 busmess department is the most important department to help to bring to the profit for the wholly company. Recently, the author is informed that business depart Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) ment needs to be improved because its performance is too bad. During researching, the author finds that business department is facing with the main prLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
oblem: Lost accounts leading to cargo lifting decreased too much during the first quarter of 2016. Fkst, the author discovers the causes and effects oUNIVERSITY 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) mportant cause which affects strongly to EGV's lifting falling. The mam cause is regarding to rate issue which salesperson in charge can't match suppliers’ request. Many accounts were lost or stopped using EGV’s service to move to other competitors who can meet their expectation. However, the main c Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) ause 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 secLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
ond 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 in anUNIVERSITY 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 EGV still have many occasions to adjust and improve in the strategic decision-making on business problem in maintenance and improvement of customer retention. Once the business problem and its most important causes have been identified and validated, a solution can be designed. There arc two solut Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) ions given to discuss as below:Solution 1: Freight adjustment to meet customer's expectation (direct solution)Solution 2: Developing a system for measLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
uring the performance of a sales department (indirect solution through human resource aspect)The author evaluates and makes a comparison to choose theUNIVERSITY 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) vice more and more. So, the second solution is chosen the best one for project-oriented evaluation. In order to help the readers to understand more details and take this paper as the sample to make a reference for the similar organization situation in the shipping industry. Through this paper, the a Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) uthor will present, analyze, evaluate the symptomatic phenomena of a specific problem of the project throughout the whole process and give valuable coLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
mments for the organization.2 I Pagenow TO RECAPTURE LOST CUSTOMERS ATEVERGREEN SHIPPING AGENCY (VIETNAM)ABBREVIATION & NOTESACKNOWLEGEMENTI/ COMPANY 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) TIAL SOI .11 IONS FOR 11 IF. PROBLEM.35IV.IDENTIFICATION / ACTION PLAN................................46V7 CONCLUSION....................................................50XT SUPPORTING INFORMATION........................................51REFERENCES.................................................... Luận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam) ...55APPENDIX.........................................................60RESEARC H TR.ANSC RIPTSCl s 1 OMER SA 1ISFACI ION SURVEY 1E.MPLAIE3|PageABBREVLuận văn thạc sĩ how to recapture lost customers at avergreen shipping agency (vietnam)
IATION & 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 AGUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessNGUYEN THI PHUONG TRINHHOW TO RECAPTURE LOST CUSTOMERS AT EVERGREENSHIPPING AGGọi ngay
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