SCM 373 Lecture Notes - Lecture 3: Stockout, Retail, Customer Relationship Management
Document Summary
Customer service is the output of the logistics system. Determining the customer service strategy is the starting point in logistics system design. End user of product in consumer market. From perspective of specific firm within a supply chain. Intermediate customer organizations exist between the firm and end users. For example, (cid:272)o(cid:374)su(cid:373)e(cid:396) ho(cid:373)e"s, (cid:396)etail / (cid:449)holesale (cid:271)usi(cid:374)esses, (cid:396)e(cid:272)ei(cid:448)i(cid:374)g do(cid:272)ks of manufacturing plants and warehouses. Customer relationship management has grown rapidly in recent years. Customer relationship management (crm: process for improving the overall performance of a business by better understanding and anticipating the wants and needs of customers. In practice companies and vendors use the term crm to mean different things: procter & gamble has employees who live and work near their largest customer - wal*mart. Logistics has primary responsibility for many of the processes that drive value and customer success. Customer service: why does it matter: e(cid:454)isti(cid:374)g custo(cid:373)ers are ofte(cid:374) co(cid:374)sidered (cid:862)cheaper(cid:863) to ell to.