Changes in relationships with business customers under the influence pandemic on the example of a medium-sized enterprise in the paper industry

Abstract

PURPOSE: The aim of this article is to present the changes that have occurred in customer relations as a result of the Covid-19 pandemic. The goal was achieved through an analysis of the literature on the subject and empirical research in a medium-sized enterprise in the paper industry located in Poland.

DESIGN/METHODOLOGY/APPROACH: The study presents the following research problem: What changes have occurred in relations with business customers as a result of the Covid 19 pandemic, based on the example of a medium-sized enterprise in the paper industry? In order to solve the research problem, a questionnaire survey and a series of in-depth individual interviews with key business clients of a medium-sized enterprise operating in the paper industry in Poland were conducted.

FINDINGS: The conducted research shows that the changes in relations with business customers as a result of the pandemic mainly concerned the strengthening of the role and importance of sales personnel and IT communication tools.

PRACTICAL IMPLICATIONS: The research results presented in the article can be used by other companies to strengthen their relationships with clients, both individual and business.

ORIGINALITY/VALUE: Research carried out in medium-sized paper companies has shown that during the crisis of the pandemic, the role and importance of staff directly in contact with customers increases, the ability to manage variable information, the ability to use IT communication tools and encourage their use by customers.