Integrating customer retention research. Customer care systems of express couriers
Giovannni Biscontini, DHL Worlwide Express, Italy and Patrick G.M.Standen, Infratest Burke, Italy
INTRODUCTION
During the course of this paper we shall illustrate the project carried out by DHL, with the support of marketing information supplied by Infratest Burke, in generating a system whose objective is to promote a better relationship between customers and company in the field of express couriers.
The logic on which this project was based includes a number of aspects, internal and external to DHL, that specifically regard this business area.
From the...