What’s new in Public transport Customer Relationship Management (CRM) ? From legacy of the past to a stunning future

This presentation was prepared for the International Conference on « Safety and quality of public transport services: methods of standardization and the use of quality standards in organization of passenger transportation by road and urban surface electric transport”, organized by the Scientific and Research Institute of Motor Transport (NIIAT) in co-operation with the Ministry of Transport of the Russian Federation and International Transport Forum (ITF). It was held in Rostov-on-Don, from 30th June to 1st July, 2016.

Introduction:

By customer relationship, we mean all business links with the customer, from top management to frontline staff. Among service businesses, transport operators experience two kinds of characteristics:

  • The product is not storable- instantly created, the service disappears;
  • Service transportation relates to human being. Customers entrust us with a moment of their life.

Michel Gallet, consulting engineer, sociologist, manager of consultancies, has published several books on the subject of customer relations. He acts as a public passenger transport expert. He developed a tailored methodology called “Proud of » marketed by ERES TRANSPORT.