Connecting with Customers

This article provides a brief overview of the current state of the UK freight rail industry and discusses how freight operators can capture a large share of the market by changing their business model. The authors argues that rail freight operators should move away from thinking of themselves as a purely operational companies but, instead, consider themselves as customer-centric entities. Rather than focusing primarily on how to move goods once they arrive, railroads should plan for what goods they wish to move. In the European Union’s deregulation proposals in the late 1990s, rail operators were given fair, equal and non-discriminatory access across all EU railways. To truly enable this concept, rail operators must invest in EU-wide sales and marketing with integrated systems that provide pan-EU quotes, pricing, invoicing and tracking capabilities. To move to a commercial focus, rail freight operators should be monitoring demand, anticipating requirements of their key customers and feeding that information into all their planning activities.


  • English

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Filing Info

  • Accession Number: 01488262
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jul 29 2013 10:27AM