customer service

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Executing Customer-Centric Supply Chain Strategies

By | customer-centric supply chains | No Comments

 Definition: “Customer-centric is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.” Today I am flying to see the leadership team at Cummins Inc. (Included in this post is Cummins’ digital award for the 2016 Supply Chains to Admire. All winners received their digital images this week.) I am on…

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Seven Thoughts to Build a Customer-Centric Supply Chain Organization

By | customer-centric supply chains, Demand, Demand driven | One Comment

‘Chin Music’ Definition: Idle Chatter, Idle Talk or Vague Explanations Urban Dictionary In my work as a supply chain analyst, and Founder of Supply Chain Insights, I attend many supply chain conferences. On a day like today, when I am struggling with jet lag and recovering from sleep deprivation, I tell my friends that I attend more conferences than I would like to attend. However, when I am well-rested and…

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Navigating the End-to-End Journey

By | Demand, Downstream data, Market-Driven, New technologies, Open Content Research, Risk management | One Comment

Wang Laboratories. Eastman Kodak. Nokia. Blockbuster. Polaroid. Xerox. What do these names have in common? They were once strong brands that could not adjust fast enough to product shifts in the market. It hurts. These were once strong companies with bright futures, but they were rigid and inflexible. As growth slows, and global infrastructures mature, more and more companies worry that they too will make this list. They are trying to ensure that their…

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peter Gibbons

Writing: Working on My Book

By | Market-Driven | No Comments

  “When I ask my team about customer service, I get high-five reviews. When I meet with my customers, I get thumbs-down feedback. I find the measurement of customer service to be one of the most difficult.” Supply Chain Leader Interview for Metrics That Matter My kitchen table is piled high with interviews for the upcoming book, Metrics That Matter. The manuscript is due to Wiley on March 1st for…

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