Customer Service

Next-Gen SupplyChains: Underpinning your ability to manage complexity and drive innovation

Tuesday, January 9, 2024 · Ricardo Ernst, Michael Brown, and Mayank Sharma
Traditional supply chain engineering is no longer effective. But no single transformation model is universally useful. Instead, there are three pillars that should guide supply chain digitization.

Customer-centric supply chains by design

Friday, September 1, 2023 · Milena Janjevic
Modeling with a customer focus allows businesses to meet today’s business demands.

It’s time to adopt a customer-centric attitude

Tuesday, July 6, 2021 · Yemisi Bolumole, Scott J. Grawe, John Caltagirone and Patricia J. Daugherty
Over the last year, customers have been forgiving when it comes to delays and missed expectations, but that goodwill won’t last forever. The best supply chains must put their customers at the center of their operations.

Closing Gaps in eCommerce Returns Through Centralized Management

Sunday, March 7, 2021 · Jonathan Chapman, Sr. Director, Business Development, DHL Supply Chain
A centralized return management strategy can help protect your brand image, enhance customer service and maximize the value of returned product.

Getting Over the Bar: A training guide for winning customer gold

Tuesday, September 1, 2020 · Stanley E. Fawcett, A. Michael Knemeyer, Amydee M. Fawcett and Sebastian Brockhaus
Supply chain managers aiming to deliver unbeatable customer value can learn a lot from winning the decathlon.

Supply Chain Resolution 2020: Fix Returns

Friday, January 17, 2020 · Gary Forger
There's real margin and customer satisfaction sitting in those piles of returns over in the far corner of the distribution center. Now is the time to create effective processes to gain control of returns. By mid-year you'll be glad you did.

How Fast is Fast Enough: Meeting E-commerce Customer Expectations

Sunday, December 1, 2019 · DHL Supply Chain
The move to ever-faster e-commerce deliveries is stretching fulfillment operations to their limit. Can existing networks adapt to the coming demand for next-day and same-day delivery?

Do You Trust Me? How to build supply chain supplier relationships

Wednesday, March 6, 2019 · Robert J. Trent
Trust is at the heart of every supplier-customer relationship. A recent survey of almost 250 suppliers identifies nine key attributes and seven guidelines to help customers build, maintain and advance trust. The payoffs for customers range from better communication to improved…

APQC Infographic: The current state of Sales & Operations Planning

Tuesday, March 5, 2019 · APQC
See what the APQC research revealed about Sales and Operations Planning. APQC and Supply Chain Management Review asked supply chain professionals to answer five questions about Sales & Operations Planning in January 2019.

The Customer-Centric Supply Chain

Thursday, July 6, 2017 · Steven A. Melnyk and Daniel J. Stanton
The importance of dissolving the “wall” between the customer and the supply chain.

The Customer Experience

Thursday, September 1, 2016 · Kai Hoberg and Knut Alicke
The new technologies behind Supply Chain 4.0 not only increase efficiency, they may also deliver huge benefits to the customer. Here's how supply chain managers can leverage SC 4.0 to create game-changing customer experiences—and benefit as well.

Five Supply Chain Trends That Shaped 2012

Monday, December 24, 2012 · Sean Riley
Supply chain technology continued to evolve throughout 2012 as companies realize that a highly visible supply chain is necessary for success in today’s business climate. Of course, overall IT trends such as the cloud, big data and mobile are impacting the supply chain sector…
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