Project Management to Increase Customer Loyalty

Abstract

The purpose of this article is to study tendencies in the behavior of Ukrainian consumers in the market after the onset of Russia’s military invasion, to define the factors that influence the level of the consumers’ loyalty to the products (services) of companies, and to develop recommendations for effective management of projects to increase the loyalty of the companies’ customers. The article stipulates that Russia’s large-scale military invasion of Ukraine significantly affected the existence and functioning of the majority of domestic companies, which have just begun to restore the performance indicators of their own business and adapted to work in the context of the COVID-19 pandemic, as well as the level of purchasing power of consumers. The state of Ukrainian business and trends in changes in consumer behavior in the market in conditions of war are considered. It is determined that entrepreneurs need to make every effort to retain their clientele and attract more new customers, and for this they need to develop and implement comprehensive loyalty programs that will allow building a long-term effective partnership with their target audience. The level of loyalty is the main indicator of the effectiveness of the company’s interaction with its consumers. The author has researched and proposed a classification of currently relevant factors influencing customer loyalty, account of which will contribute to the transition of regular customers of the company to the category of loyal. The expediency of implementing special projects for the development and implementation of loyalty programs in the company is substantiated. It is defined that the application of the project management methodology will contribute to their successful implementation in compliance with all restrictions: time, content, cost, and quality, as well as reduce risks and avoid or level numerous deviations in the project that arise as a result of changes in the external and internal environment. To implement projects, a team of highly qualified specialists must be formed. The success of implementing a program to increase customer loyalty depends on the competent management of the project by a professional project manager. Successful application of knowledge of project management methodology and professional management of a team of specialists will contribute to the effective management of projects to increase customer loyalty and achieve strategic goals in the company’s development

Keywords

• customer loyalty
• loyalty programs