Abstract
The relentless search for new ways of providing value to the customer has become the dominant objective for firms seeking to utilize the supply chain to sustain leadership in their markets and industries. Historically, the strategies used to manage customer service centered on expanding productive capacities, gaining market share, penetrating new markets, and offering new products. Although critical, companies in the twenty-first century have found that these objectives constitute the bare minimum of competitiveness. With their expectations set by radically new and exciting buying experiences led by world class companies like Wal-Mart, Dell Computer, and Amazon.com, today’s customers are demanding to be treated as unique individuals and requiring their supply chains to consistently provide high-quality, configurable combinations of products, services, and information available through evermore responsive, interactive marketing, order management, and customer service technologies. Companies today are under no illusion that unless they can structure the agile infrastructures and interoperable supply chains necessary to guarantee personalized, quick-response delivery and the ability to provide unique sources of marketplace value even their best customers will not hesitate to search the Internet for a global supplier who will provide the service value they desire.
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References
See the summary in Ross, David F., Introduction to e-Supply Chain Management: Engaging Technology to Build Market-Winning Business Partnerships. Coca Ratton: St Lucie Press, 2003, pp. 171–173.
For a complete review of the principles of modem marketing see Kotler, Philip, Marketing Management: Analysis, Planning, Implementation, and Control. 6th ed. Englewood Cliffs, NJ: Prentice Hall, 1988,pp. 13–31.
This definition was first formulated by LaLonde, Bemard and Zinszer, Paul H. Customer Service: Meaning and Measurement. Chicago: National Council of Physical Distribution Management, 1976, pp. 203–217, and has been used by many of today’s texts on modem distribution and marketing.
Greenberg, Paul, CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time. McGraw-Hill, Berkley, CA, 2001, p. xviii. Greenberg also devotes 33 pages of his first chapter to detailing a variety of comprehensive definitions coming from a number of CEOs and COOs from companies such as PeopleSoft and Onyx Software.
Dyche, Jill, The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Boston, MA, 2002, p. 4.
Renner, Dale H., “Closer to the Customer: Customer Relationship Management and the Supply Chain,” in Achieving Supply Chain Excellence Through Technology. 1, Anderson, David L., ed., Montgomery Research, San Francisco, 1999, p. 108.
This section is summarized from Ross, Introduction to e-Supply Chain Management, pp. 167–168.
Some of these points have been adopted from Bovet, David and Martha, Joseph, Value Nets: Breaking the Supply Chain to Unlock Hidden Profits. New York: John Wiley & Sons, 2000, p. 1–17.
These points have been taken from Feldman, Bart, “Collaborative Demand Management: A Solution for Changing Business Realities.” Global Logistics & Supply Chain Strategies, 5, 10, 74–76.
These points can be found in Langabeer, James R., “Aligning Demand Management with Business Strategy.” Supply Chain Management Review, 4, 2, 2000, 68.
Some of these forecasting models can be found in Gilliland, Michael, “Forecasting the Unforecastable: Dealing with Volatile Demand.” 2001 International Conference Proceedings sponsored by APICS, October, 2001; Falls Church, W.V.: APICS, 2001.
For more detail on this discussion see Bowersox, Donald J. and Closs, David J., Logistical Management: The Integrated Supply Chain Process. New York: McGraw-Hill, 1996, pp. 67–75 and Coyle, John J., Bardi, Edward J., and Langley, C. John, The Management of Business Logistics: A Supply Chain Perspective. Mason, Ohio: South-Western, 2003, pp. 97–101.
LaLonde, Bemard and Zinszer, Paul H., Customer Service: Meaning and Measurement. Chicago: National Council of Physical Distribution Management, 1976, pp. 272–282.
These points have been borrowed from Enslow, Beth, “Internet Fulfillment: the Next Supply Chain Frontier,” in Achieving Supply Chain Excellence Through Technology, I, Anderson, David L., ed., San Francisco, CA: Montgomery Research, 1999, 251–257.
See the comments found in Hintlian, James T. and Churchan, Phil, “Integrated Fu1fillment: Bringing Together the Vision and Reality.” Supply Chain Management Review Global Supplement. 5, 1 (2001), pp. 16–20; and, Hintlian, James T., Mann, Robert E., and Churchman, Phi1, “E-Fu1fillment Challenge — The Holy Grail of B2C and B2B E-Commerce,” in Achieving Supply Chain Excellence Through Technology, 3, Anderson, David L., ed., San Francisco, CA: Montgomery Research, 2001, 270–274.
Ross, Introduction to e-Supply Chain Management, p. 186.
See Zinszer, Paul H. Customer Service: Meaning and Measurement. Chicago: National Council of Physical Distribution Management, 1976, pp. 203–217, note 3 above.
LaLonde, Bernard, Cooper, Martha C., and Noordewier, Thomas G., Customer Service: A Managem ent Perspective. Chicago: Council of Logistics Management, 1988, p. 5.
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Band, William A., Creating Value For Customers. New York: John Wiley & Sons, Inc, 1991, p. 21.
This matrix can be found in Albrecht, Karl and Bradford, Lawrence J, The Service Advantage. Homewood, IL: Dow Jones-Irwin, 1990, p. 175.
Parasuraman, A and Berry, Leonard L. Delivering Quality Service. New York: The Free Press, 1990 Zeithaml, et al., p. 9–13.
See the discussion in Lambert, Douglas M. and Stock, James R., Strategic Logistics Management. 3rd ed. Homewood, IL: Irwin, 1993, p. 124.
This section has been abstracted from Ross, Introduction to e-Supply Chain Management, pp. 187–188.
Sawhney, Mohan and Zabin, Jeff, The Seven Steps to Nirvana: Strategic Insights into e-Business Transformation. New York: McGraw-Hill, 2001, p. 181.
Poirier, Charles C. and Bauer, Michael J., E-Supply Chain: Using the Internet to Revolutionize Your Supply Chain. San Francisco: Berrett-Koehler Publishers, Inc., 2000, pp. 176–177.
Dyche, p. 80.
Fingar, Peter, Kumar, Harsha, and Sharma, Tarun, Enterprise E-Commerce: The Software Component Breakthrough for Business-to-Business Commerce, Tampa, FL: Meghan-Kiffer Press, 2000, pp. 89–90.
Ross, Introduction to e-Supply Chain Management, p.189.
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Ross, D.F. (2004). Customer Relationship Management. In: Distribution Planning and Control. Chapman & Hall Materials Management/Logistics Series. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8939-0_9
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