Customer service package management in a leasing company: Principles, objectives, tasks and methods

Aim. The work aimed to develop the management theory in terms of formalization of theoretical and methodological components of the customer service package management in a leasing company. Objectives. The work seeks to form a list of principles of the customer service package management in a leasing company, characterize the system of interrelations of these principles, reveal the features of the SMART approach implementation for the purposes of leasing company management, for the purposes of leasing transaction management, for the purposes of the customer service package management, as well as to highlight the key tasks of the customer service package and to provide a graphical representation of the customer service package management process in a leasing company. Methods. The study is based on analysis and synthesis of scientific research in the context of the topic under consideration, logical and retrospective analysis, as well as methods of tabular and graphical presentation of information. Results. The work presents a list of general and specific management principles, as well as reveals the features of their implementation in relation to the specifics of the customer service package formed by the leasing company. The article presents a system of interrelations of principles of customer service package management in a leasing company. The work comprises specific aspects of the SMART approach implementation for the purposes of leasing company management, for the purposes of leasing transaction management, and for the purposes of the customer service package management. The key tasks of the customer service package are identified, determined depending on the leasing transaction stage, as well as on the leasing transaction subject which is the customer service package recipient. A graphical representation of the process of managing the customer service package of a leasing company is also given. Conclusions. The approach to managing the customer service package, taking into account the features of the management object, in the aspect of the theoretical and methodological components presented in the article, enables to provide a positive return on the efficiency of a number of leasing transactions and the company’s activities as a whole.