Service Design



Introduction

Since most state-owned railway organizations are complex, insular, and hyper-focused on internal business details, customers have found dealing with railways notoriously difficult. For many state-owned railways, ‘railway marketing’ is an oxymoron—an internal contradiction in terms. In contrast, for commercial railways, marketing is integral to achieving strategic objectives. Business units tend to drive development of more robust marketing departments that focus on customer needs and integrate pricing with customer relationship development.

    















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