Customer Service -- Marketing Management of Supply Chain Integration

Author: Xu Zhangyi
Publisher:
Publish Date: 2002-01-01
Features: This book takes the perspective of supply chain management and proposes innovative marketing management views for supply chain integration, as well as the implementation mechanisms for customer service in a holistic supply chain integration framework. It first summarizes the basic standards of customer service into seven "Rs" and explores advanced issues such as the "7Rs Model" for supply chain-based customer service evaluation, customer relationship management (CRM), B2C and B2B customer service, the role and functions of logistics management in customer service, and more. The book cites numerous case studies from excellent enterprises, proving basic principles through examples and critically evaluating typical cases. It applies advanced management methods to conduct operational research on key issues in customer service, such as the laws of customer service, the implementation mechanisms of CRM, the customization marketing of manufacturers and the realization of customer service, just-in-time procurement methods, demand amplification in marketing management and inventory management, the application of supplier inventory management concepts in marketing-driven enterprises, and supply chain-based customer service evaluation methods, among others. These insights are novel, unique, and highly operational.