Why Customer Retention Is So Important Good customer retention is vital to any organization because a slight reduction (5%) in the customer defection rate has a disproportionately positive effect on profitability (depending on the cost of acquisition‚ ranging between 25 and 80 %!). Companies with high retention also grow faster. However‚ customers can only be retained if they are loyal and motivated to resist competition. When customers are merely satisfied with the service they receive they may
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Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications Learning Objectives 1. 2. 3. 4. 5. How do enterprise systems help businesses achieve operational excellence? How do supply chain management systems coordinate planning‚ production‚ and logistics with suppliers? How do customer relationship management systems help firms achieve customer intimacy? What are the challenges posed by enterprise applications? How are enterprise applications used in platforms for
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Understanding the Customer and Supply Chain Uncertainty To understand the customer‚ a company must identify the needs of the customer segment being served. Let us compare 7-Eleven Japan and a discounter such as Sam’s Club (a part ofWal-Mart). When customers go to 7-Eleven to purchase detergent‚ they go there for the convenience of a nearby store and are not necessarily looking for the lowest price. In contrast‚ a low price is very important to a customer going to Sam’s Club. This customer may be willing
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Supply Chain Assignment Maria Blum Supply Chain Management refers to the stages that involves the directly and indirectly processes that delivers a final product. It begins with a customer order; it is followed by procedures depending on the organisation and finishing with a final product. SCM consists of the materials‚ information and funds that will flow within the process in order to provide a lower cost and high degree final product to the customer/consumer. Supply Chain Management
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A – Supply Chain Strategy The supply chain strategy chosen for the power tool company is a long term partnering relationship with few suppliers. The long term vision of the company is to make quality products and constantly stay ahead of the competition with innovation. The best way to accomplish this strategic long term goal is to partner with key suppliers that operate using a strategy of long term thinking based on trust and transparency. Ray Kroc was one of the pioneers on forming partnerships
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each one of the four types of supply chain‚ and then determine which type your company is adopting. 1. Integrated Make to Stock In this model‚ supplier make products in advance of demand and holds them in finished goods inventory‚ satisfying demand from that inventory as orders come in. The customer has little direct involvement in deciding the product features. In this environment‚ suppliers manufacture the goods and sell from the finished goods inventory and so this strategy relies on demand
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Starbucks: Delivering Customer Service Starbucks began several years ago in a small city in Seattle‚ WA. Since its inception Starbucks quickly acquired several cafes throughout the state of WA and now Starbucks has cafes worldwide. The success of Starbucks lies with the dedication of providing quality products‚ a unique atmosphere and a commitment of providing top notch customer service. This article describes the importance of customer service and the endless possibilities to make sure that Starbucks
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SAP Excellence Series Editors: Professor Dr. Dr. h.c. mult. Peter Mertens Universität Erlangen-Nürnberg Dr. Peter Zencke SAP AG‚ Walldorf Gerhard F. Knolmayer‚ Peter Mertens Alexander Zeier and Jörg Thomas Dickersbach Supply Chain Management Based on SAP Systems Architecture and Planning Processes With 77 Figures and 11 Tables 123 Prof. Dr. Gerhard F. Knolmayer University of Bern Institute of Information Systems Engehaldenstrasse 8 CH-3012 Bern Switzerland Dr. Alexander Zeier Deputy
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..the time your customer pays the invoice."(No Answer) 1. Which of the following is NOT a source of price? 2. CORRECT: "cash-to-cash" is defined as "the time from which you pay your supplier until..... 3. Full collaboration is the dynamic combination of 4. What are the steps in the CRM process? b. WIP inventories(No Answer) 1. Information Management 2. transportation rate 3. CORRECT: are associated with manufacturing 4. short run analysis. b. The logistics/supply chain network transformation
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Starbucks: Delivering Customer Service Case synopsis: Baldwin‚ Bowker and Siegl were masterful in opening the coffeehouse in Pike Place Market. Schultz was doubly masterful in taking Starbucks to an unprecedented level. As of 2002‚ this familiar household name had a total of 4500 stores which is impressive considering in the ‘80s it had about 100 stores in Chicago and the Northwest. Schultz had his eye on Wall Street although they were incredulous about selling gourmet coffee in a paper cup
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