SCM 373 Lecture Notes - Lecture 3: Stockout, Retail, Customer Relationship Management

47 views5 pages

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.

Get access

Grade+20% off
$8 USD/m$10 USD/m
Billed $96 USD annually
Grade+
Homework Help
Study Guides
Textbook Solutions
Class Notes
Textbook Notes
Booster Class
40 Verified Answers
Class+
$8 USD/m
Billed $96 USD annually
Class+
Homework Help
Study Guides
Textbook Solutions
Class Notes
Textbook Notes
Booster Class
30 Verified Answers

Related Documents