SCM 373 Study Guide - Midterm Guide: Customer Success, Scenario Analysis, Stockout
8 Dec 2016
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End user of product in consumer market. Receiving docks of manufacturing plants and warehouses: briefly describe the three levels of customer focus, customer services. Achieve internal standards for performance cycles: customer satisfaction. Manage performance cycle levels to keep customers satisfied: customer success. Extend supply chain to include our customer"s customer. Provide value-added services and levels to address needs of each customer segment in the extended supply chain: why is customer service important, existing customers are often considered cheaper to sell to. Rule of thumb is that its 5x more expensive to acquire new customers than have repeated purchases: existing customers are more loyal. Loyalty is not simply satisfaction; it is developing an affective cognitive commitment that leads to repurchase intentions. Loyalty has been linked to market share: existing customers often buy more. Termed selling deeper or expansion in the sales literature.
