QMB 3600 Lecture Notes - Lecture 12: Total Order, Customer Service, Data Mining

• School: FAU
• Department: Quantitative Methods in Bus
• Course: QMB 3600
• Professor: Schindlbeck Mary

Document Summary

Customer service all activities a firm engages in to satisfy the needs and wants of its customers. Ultimate goal increase brand loyalty ( by making customers believe they receive more value from that company. Timeliness the ability of a company to deliver a good or service by the time a customer expects to have it available for sale or consumption. Order cycle the total amount of time that elapses from the time a customer places an order until the time the product is delivered, Reliability ensuring customers can depend on recieveing a good or service within a stated lead time and that there will be no problems with the order: b2b transactions. Customer communication two-way info flow between the firm and custo: ease of doing business- amount of effort required on the part of a customer when dealing with a firm, help lines, sales people.