Course in the Impact of Logistics Management on Customer Satisfaction and Value Creation

The Impact of Logistics Management on Customer Satisfaction and Value Creation program  offered by Geneva Institute of Business Administration is designed to explore the vital role that logistics management plays in enhancing customer experience and achieving sustainable business growth. Logistics is no longer limited to storage and transportation; it has evolved into a strategic function that directly influences service quality, delivery reliability, and the overall value perceived by customers.
This program provides a comprehensive understanding of how effective logistics systems contribute to customer loyalty, operational excellence, and the creation of competitive advantages. It emphasizes the integration of logistics strategies with customer relationship management and value-driven supply chain operations, enabling participants to optimize their organizations’ logistics performance while maintaining a strong customer focus.

Target Audience

• Professionals working in logistics, supply chain, or operations management seeking to strengthen their knowledge of customer-centered logistics.

• Procurement and purchasing managers who aim to enhance value creation across the supply chain.

• Customer service and distribution professionals responsible for ensuring customer satisfaction through timely and efficient delivery.

• Business development executives looking to align logistics performance with strategic marketing and customer retention goals.

• Industrial engineers and operations planners interested in integrating logistics solutions that drive customer value.

• Entrepreneurs and business owners who wish to improve logistics efficiency and increase customer loyalty in their enterprises.

Objectives

• Understand the strategic relationship between logistics management and customer satisfaction in achieving competitive advantage.

• Identify the key factors that contribute to value creation through efficient logistics operations.

• Explore the importance of integrating logistics strategies with overall business and customer service goals.

• Learn how to measure and enhance customer satisfaction through performance-based logistics indicators.

• Analyze the role of technology and digital transformation in improving logistics efficiency and customer experience.

• Develop a deep understanding of how logistics optimization can reduce costs, improve service reliability, and build long-term customer trust.

Course Outline

• Introduction to Logistics Management and Its Strategic Role

  • Definition and scope of logistics in modern organizations.

  • The evolution of logistics and its connection to customer experience.

  • The role of logistics in achieving organizational excellence.

  • Key logistics functions that influence customer satisfaction.

• Customer Expectations and Service Quality in Logistics

  • Identifying customer needs in the context of logistics performance.

  • Measuring service quality and reliability in delivery processes.

  • The impact of logistics speed and accuracy on customer loyalty.

  • Strategies for balancing cost efficiency with service excellence.

• Value Creation Through Effective Logistics Systems

  • Understanding the concept of value in logistics operations.

  • How logistics adds value across the supply chain.

  • Linking logistics performance to financial and operational outcomes.

  • Case perspectives on value-driven logistics management.

• Supply Chain Integration and Collaboration for Customer Value

  • The role of coordination between suppliers, distributors, and customers.

  • Benefits of integrated logistics systems for service reliability.

  • Managing relationships and performance across supply networks.

  • Strategies for achieving seamless supply chain collaboration.

• Technology and Innovation in Customer-Centered Logistics

  • The impact of digitalization and automation on logistics efficiency.

  • Using real-time tracking and data analytics to enhance service.

  • The role of artificial intelligence in forecasting and demand management.

  • Leveraging technology to build transparency and trust with customers.

• Performance Measurement and Continuous Improvement

  • Key performance indicators (KPIs) for logistics success.

  • Methods to evaluate customer satisfaction from a logistics perspective.

  • Continuous improvement models for logistics and service excellence.

  • Benchmarking logistics performance against industry standards.

• Sustainability and Green Logistics in Value Creation

  • Understanding sustainable logistics practices and their benefits.

  • Reducing environmental impact through efficient logistics operations.

  • Green supply chain management and eco-friendly transportation.

  • How sustainability enhances customer perception and brand loyalty.

• Cost Optimization and Financial Impacts of Logistics

  • Identifying and managing cost drivers in logistics systems.

  • Methods for improving cost efficiency without reducing service quality.

  • The link between logistics costs and customer value delivery.

  • Financial analysis and budgeting for logistics improvement.

• Strategic Logistics Planning for Customer Retention

  • Designing logistics strategies aligned with customer expectations.

  • Long-term planning to enhance responsiveness and service reliability.

  • Strategic partnerships that strengthen logistics performance.

  • The role of customer feedback in refining logistics strategies.

• Future Trends in Logistics and Customer Value Management

  • Emerging trends shaping the future of logistics management.

  • The role of sustainability, digitalization, and resilience.

  • Anticipating customer behavior changes and adapting logistics operations.

  • Building an agile and value-driven logistics framework for the future.