Customer Loyalty And Supply Chain Management

Author : Ivan Russo,Ilenia Confente
Publisher : Routledge
Page : 144 pages
File Size : 45,8 Mb
Release : 2017-08-03
Category : Business & Economics
ISBN : 9781351669368

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Customer Loyalty and Supply Chain Management by Ivan Russo,Ilenia Confente Pdf

Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.

Author : David L. Cahill
Publisher : Springer Science & Business Media
Page : 315 pages
File Size : 44,7 Mb
Release : 2006-11-23
Category : Business & Economics
ISBN : 9783790819045

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Customer Loyalty in Third Party Logistics Relationships by David L. Cahill Pdf

To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining factors, as well as cultural background on loyalty. This book develops a model of customer loyalty, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. The author reviews the effects of different relational factors on the model, and explores relevant German-US cultural differences.

Author : David Frederick Ross
Publisher : CRC Press
Page : 304 pages
File Size : 48,6 Mb
Release : 2008-06-09
Category : Business & Economics
ISBN : 9781420064988

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The Intimate Supply Chain by David Frederick Ross Pdf

The growing power being exercised by today‘s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of supply chain management (SCM). It‘s no longer so much about improving the manufacturing process as it is improving the point and speed of contact and th

Author : Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert
Publisher : Springer Science & Business Media
Page : 276 pages
File Size : 49,6 Mb
Release : 2012-11-07
Category : Business & Economics
ISBN : 9783540247104

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Collaborative Customer Relationship Management by Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert Pdf

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

Author : Kamath, Narasimha
Publisher : IGI Global
Page : 429 pages
File Size : 43,7 Mb
Release : 2016-02-09
Category : Business & Economics
ISBN : 9781466698956

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Handbook of Research on Strategic Supply Chain Management in the Retail Industry by Kamath, Narasimha Pdf

Customer satisfaction is a pivotal component to any business that provides goods or services to the public. By effectively managing the flow of products, business can adapt to the growing demands of consumers and deliver successful customer service. The Handbook of Research on Strategic Supply Chain Management in the Retail Industry is an authoritative reference source for the latest scholarly research on properly managing business processes in order to satisfy end-user requirements and increase competitive advantage in the retail marketplace. Highlighting concepts relating to field applications, customer relationships, and current trends in logistics management, this book is ideally designed for business professionals, managers, upper-level students, and researchers interested in innovative strategies and best practices in modern supply chains.

Author : Tony Hines
Publisher : Routledge
Page : 410 pages
File Size : 43,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 9780750655514

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Supply Chain Strategies by Tony Hines Pdf

Highlighting some of the main challenges facing organizations, this text looks at how to select, design and implement successful supply chain strategies in an increasingly competitive environment. Each chapter discusses the issues in relation to previous literature, contemporary practices and the lessons to be learned from different industries where successful management of supply chains has improved organizational and industry level profitability. The text also includes numerous international case studies and vignettes that will cover different industries, thereby giving a wide-ranging, global approach to the topic.

Author : Kumar, Akhilesh,Saurav, Swapnil
Publisher : IGI Global
Page : 351 pages
File Size : 48,8 Mb
Release : 2017-12-15
Category : Business & Economics
ISBN : 9781522530572

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Supply Chain Management Strategies and Risk Assessment in Retail Environments by Kumar, Akhilesh,Saurav, Swapnil Pdf

The proper understanding and managing of project risks and uncertainties is crucial to any organization. It is paramount that all phases of project development and execution are monitored to avoid poor project results from meager economics, overspending, and reputation. Supply Chain Management Strategies and Risk Assessment in Retail Environments is a comprehensive reference source for the latest scholarly material on effectively managing risk factors and implementing the latest supply management strategies in retail environments. Featuring coverage on relevant topics such as omni-channel retail, green supply chain, and customer loyalty, this book is geared toward academicians, researchers, and students seeking current research on the challenges and opportunities available in the realm of retail and the flow of materials, information, and finances between companies and consumers.

Author : James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
Publisher : Simon and Schuster
Page : 345 pages
File Size : 42,5 Mb
Release : 1997-04-10
Category : Business & Economics
ISBN : 9781439108307

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The Service Profit Chain by James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger Pdf

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Author : William E. Hoover, Jr.,Eero Eloranta,Jan Holmström,Kati Huttunen
Publisher : John Wiley & Sons
Page : 271 pages
File Size : 49,5 Mb
Release : 2002-03-14
Category : Business & Economics
ISBN : 9780471013761

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Managing the Demand-Supply Chain by William E. Hoover, Jr.,Eero Eloranta,Jan Holmström,Kati Huttunen Pdf

A proven,innovative approach to meeting customer demand Combining an intensive focus on customer/marketplace demands with innovative technology tools developed to execute demand chain planning, Managing the Demand-Supply Chain sets forth a powerful new model for fulfilling customer demand in the best possible way. Four of the world's leading demand chain researchers and implementers demonstrate how select high-tech companies, such as Nokia and Dell, have used the demand chain approach to differentiate their value offerings and delight their customers. The authors introduce three exciting new demand chain tools. "Demand breakpoint" identifies the point where value is significantly changed by operations; "value offering point" or VOP is the catalyst to demand chain activity; and "microcosms" executes demand chain strategies. The authors show managers how to use these tools to implement technology solutions that drive top performance. Special features of Managing the Demand-Supply Chain include: The best thinking from acknowledged leaders in the field An extended case study of Nokia's successful demand chain management implementation Numerous sidebars detailing real-world implementation issues Managing the Demand-Supply Chain is an indispensable resource for managers who want to optimize operational effectiveness, spur innovation, and achieve and sustain excellence in exceeding customer expectations.

Author : Christian Ndubisi Madu,Chu-hua Kuei
Publisher : Chi Publishers Inc
Page : 238 pages
File Size : 41,7 Mb
Release : 2005-06-10
Category : Business & Economics
ISBN : 0967602343

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ERP and Supply Chain Management by Christian Ndubisi Madu,Chu-hua Kuei Pdf

Businesses today are faced with avalanche of information. There is need to effectively manage information to serve customers better. In today's highly competitive environment, businesses need to be able to organize and coordinate their information so that a single view of information is maintained by all the service channels. Information management can help to understand customers? wants and needs and integrate such in product design. It helps to manage inventory and reduces both cost and the cycle time to introduce new products to the marketplace. Time-to-market is a critical issue in achieving competitiveness and without the availability of timely and accurate information; it will not be possible to respond proactively to the changing market environment. This book is about ERP and Supply Chain Management. ERP is the short form for Enterprise Resource Planning. The aim of ERP is to integrate the functions of the different business units and departments such as finance, operations, accounting and human resources. This integration is necessary to organize and coordinate information that may be scattered in different departments and making them available in an organized format to the different decision centers where they may be needed. Through this integrative approach, the different functional units of the business are able to share a common database, exchange information, and have consistent view of their operations. This consistent view is also presented to the customer thus improving the quality of customer service. With the integration of the information system, the different functional departments work together to achieve common organizational goals and objectives. Without suchintegration, common customer services such as order processing would be difficult to track and inconsistent information may be relayed by the different departments to the customer. Supply chain management is an integral aspect of ERP. Businesses today focus on their core competence. It is no longer technically and economically feasible to focus on all activities. Rather, certain activities may be shifted to partners or vendors that have core competence in such areas. Mercedes Benz may find it better to subcontract its radios to Bose while focusing on its car designing. Yet, these two companies may need to share key information on customers? wants and needs as well as information on product designs. Integrating a supplier into the common database helps in providing quality products and services that will satisfy the needs of the customer. Information technology plays a critical role in effective development of ERP system. As many businesses develop online marketplace, it becomes even more important to develop a single view of transactions to all value chain partners including customers, manufacturer, suppliers and other vendors. This book therefore adopts a focus on ERP and Supply Chain Management to develop better plans to better serve the customer. It adopts a management and a systemic perspective of these issues and does not deal with the software aspects of ERP. The focus is on the fundamentals rather than on the advanced issues. The book is intended to help managers, executives, and students to understand the basic concepts of ERP and Supply Chain Management.

Author : Thomas Fotiadis,Dimitris Folinas,Konstantinos Vasileiou,Aggeliki Konstantoglou
Publisher : Taylor & Francis
Page : 351 pages
File Size : 50,5 Mb
Release : 2022-02-28
Category : Business & Economics
ISBN : 9780429401169

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Marketing and the Customer Value Chain by Thomas Fotiadis,Dimitris Folinas,Konstantinos Vasileiou,Aggeliki Konstantoglou Pdf

Marketing and supply chain management have a symbiotic relationship within any enterprise, and together they are vital for a company’s viability and success. This book offers a systemic approach to the integration of marketing and supply chain management. It examines the strategic connections and disconnections between supply chain and operations management and marketing by focusing on the factors that constitute the extended marketing mix, including product, price, promotion, people, and processes. Key aspects of supply chain management are discussed in detail, including material handling, unit load, handling systems, and equipment, as well as warehousing and transportation, design, and packaging. The book then goes on to explore the marketing functions of intangible products (services), followed by a focus on B2B markets. Throughout, there is a strong emphasis on the optimization and maximization of the value chain through the development of a systems approach with a market-orientation. Pedagogy that translates theory to practice is embedded throughout, including theoretical mini-cases, chapter-by-chapter objectives, and summaries. Marketing and the Customer Value Chain will help advanced undergraduate and postgraduate students appreciate how front-end marketing can interface with the back-end operations of supply chain management.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 2148 pages
File Size : 48,7 Mb
Release : 2019-11-01
Category : Business & Economics
ISBN : 9781799809463

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Supply Chain and Logistics Management: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

Business practices are constantly evolving in order to meet growing customer demands. Evaluating the role of logistics and supply chain management skills or applications is necessary for the success of any organization or business. As market competition becomes more aggressive, it is crucial to evaluate ways in which a business can maintain a strategic edge over competitors. Supply Chain and Logistics Management: Concepts, Methodologies, Tools, and Applications is a vital reference source that centers on the effective management of risk factors and the implementation of the latest supply management strategies. It also explores the field of digital supply chain optimization and business transformation. Highlighting a range of topics such as inventory management, competitive advantage, and transport management, this multi-volume book is ideally designed for business managers, supply chain managers, business professionals, academicians, researchers, and upper-level students in the field of supply chain management, operations management, logistics, and operations research.

Author : Alexandre Oliveira
Publisher : Unknown
Page : 128 pages
File Size : 42,9 Mb
Release : 2014
Category : Business logistics
ISBN : 0133764575

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Customer Service Supply Chain Management by Alexandre Oliveira Pdf

Author : John T. Mentzer
Publisher : SAGE
Page : 530 pages
File Size : 44,7 Mb
Release : 2001
Category : Business & Economics
ISBN : 0761921117

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Supply Chain Management by John T. Mentzer Pdf

This work presents a comprehensive model of supply chain management. Experienced executives from 20 companies clearly define supply chain management, identifying those factors that contribute to its effective implementation. They provide practical guidelines on how companies can manage supply chains, addressing the role of all the traditional business functions in supply chain management and suggest how the adoption of a supply chain management approach can affect business strategy and corporate performance.

Author : Douglas M. Lambert
Publisher : Supply Chain Management Inst
Page : 460 pages
File Size : 46,5 Mb
Release : 2008
Category : Business & Economics
ISBN : 097599493X

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Supply Chain Management by Douglas M. Lambert Pdf