The Intimate Supply Chain : Leveraging the Supply Chain to Manage the Customer Experience book cover
1st Edition

The Intimate Supply Chain
Leveraging the Supply Chain to Manage the Customer Experience

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ISBN 9781420064971
Published June 9, 2008 by Auerbach Publications
304 Pages 36 B/W Illustrations

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Book Description

The growing power being exercised by today’s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of supply chain management (SCM). It’s no longer so much about improving the manufacturing process as it is improving the point and speed of contact and the continued interaction that you have with your customer.

The Intimate Supply Chain: Leveraging the Supply Chain to Manage the Customer Experience explores how SCM can assist companies to grow and prosper in the new global economy. It focuses on what the customer wants from the supply chain and how organizations must restructure their outdated business models to meet their customer’s needs. Covering this dramatic shift in customer management, David Ross, bestselling author and recognized industry expert, demonstrates how to design and maintain an efficient and up-to-date delivery channel, showcasing the methods and technologies needed to adapt to the evolving, demand-driven market.

Exceptionally practical in his approach, Ross provides a new perspective that requires a broader mindset about the structure and functioning of SCM. He explains how effective management must start with the aim of getting personal with customers in order to bring total value to their shopping experience. Rather than concentrate on a range of products, this work defines a roadmap that will lead to increased empathy for your customers so that you will be able to provide them with unbeatable and readily recognizable value. When properly traveled, you will discover that it is a roadmap to increased profitability and market share.

Table of Contents

The Revolution in Customer Management: Becoming Intimate with Today’s Customer
What’s Going on with Today’s Customer?
Dimensions of Customer Management
Summary and Transition
Learning to Grow and Prosper in a Global Economy: Realities of Supply Chain Management in the Twenty-First Century
Basis of Globalization—A Primer
Activating Customer Value in a Global Economy
Summary and Conclusion
The Enabling Power of Supply Chains: Leveraging the Process Value Chain to Support Customer Intimacy
SCM Foundations
Summary and Transition
Designing and Maintaining a Delivery Channel: Creating Value Delivery Networks to Drive Customer Intimacy
Value Delivery Networks—An Overview
Types of Value Delivery Network Intermediaries
Role of the Value Delivery Network
Value Delivery Network Decisions
Summary and Transition
The Evolving Supply Chain: From Logistics to the Lean Supply Chain
Supply Chain Management—An Overview
SCM Process Approaches
Lean Supply Chain Management
Summary and Transition
The Adaptive, Demand-Driven Supply Chain: Using the Supply Chain to Manage Risk
Managing Risk in the Lean Supply Chain
Advent of the Adaptive, Demand-Driven Supply Network
Competencies of the Adaptive, Demand-Driven Network
6.4 Summary and Transition
The Intimate Supply Chain: Using the Supply Chain to Manage the Customer Experience
Basics of Customer Experience Management
Intimate Supply Chain Competencies
Summary and Transition
Structuring the Intimate Supply Chain: Differentiating Your Supply Chain by Engaging Today’s Customer
Economics of Intimate Supply Chains
Intimate Supply Chain Strategies
Summary and Transition
Methods and Technologies: Applying Methods and Technologies to Build Intimate Supply Chains
The Quest for Customer Intimacy
Working with Customer Management Technologies
Intimate Customer Management Best Practices

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