Customer centricity

So SYSCO is the industry leader. It is big, national, and an outstanding performer. As expected, it is customer-centric. But why is the company so much more profitable than its competitors Is it just efficiencies of scale Or, is it something else The SYSCO story is more sophisticated and complex than just efficiencies of scale. SYSCO s competitive advantage is the seamless integration of two interrelated systems ... 

Sheth JN, Sisodia RS, Sharma A. 2000. The antecedents and consequences of customer-centric marketing. / Acad... 

Spencer Johnson The One Minute Sales Person, Harper Collins Publishers 1985, 2004. Michael T. Bosworth and John R. Holland Customer Centric Selling, McGraw-Hill, 2004. Improving your negotiation capabilities ... 

Sales and marketing 163-172. see also Customer-centric marketing cross-selling opportunities 191 customer portfolio strategies 164—167 customer relationships 167-169 e-commerce 79-92 micro-market management 170-172 sales generation process 169-170 Sales channels 79, 127, 164 Sales force 82, 90, 169-170 SciQuest 79-80... 

Continue to drill down on each possible cause, asking, Why When you finish, you will have narrowed down the potential causes to the main root causes. These can be further investigated using a Cause Effect Matrix (Technique 54) to determine which inputs have the greatest impact on customer-centric outputs and, thus, need to be addressed to maintain customer expectations. 

Marketing will also have to be redefined as a more multi-customer centric organization along five dimensions physicians, clinics, pharmacists, patients and newly... 

A supply chain strategy process to move towards a customer centric operation. 

Have Agile networks for a customer-centric response... 

In this book, a framework was also developed to allow companies to assess their current state in light of demand driven supply chain concepts, and identify the desired future state in a 1 year horizon. The framework was applied to three supply chain operations of a CPG company in different countries as part of the methodology evaluation. Results indicated that one operation is currently close to an optimized push operation (level 2 out of 5), and the other two operations are close to a basic push operation (level 1 out of 5), revealing that there are clear opportunities to implement the demand driven supply chain concepts to move towards a more customer centric operation. 

This book aims to identify and describe the key components of demand driven supply chains, and based on these components, develop a structured and integrated assessment framework that companies can use to assess their current and desired future supply chain states in light of the Demand Driven Supply Chain (DDSC) concepts, and to define a supply chain strategy to move towards a customer centric operation, cost effectively. 

Customer-centric alternative form tailored supply chains according to market segments. There could be one or more supply chains organized around segments. 

A single product line might also have two different supply chains tailored to different customer segments. In the case of Baker, Product Line A might be a candidate for customer-centric supply chains. It is making modest profits in two segments. Perhaps designing supply chains for each could increase these profits. 

Customer centric When strategy calls for targeting attractive segments Style-driven business requiring fast response Heterogeneous customer base with many segments Too many segments to serve Lack of scale in markets would cause loss of focus Price-sensitive market... 

Another way to institutionalize supply chain change is to establish these enabling processes. An enabling process combines the strength of functional depth with the speed and flexibility of tailored product-centric or customer-centric processes. Enable processes are to supply chain design what concrete is to highways. They make the road from one place to another much smoother. 

Innovation and learning perspective Shifting to product- or customer-centric supply chains offers the chance to learn new skills Often, the shift is accompanied by the need for cross-training... 

Organization forms Organization form (functional, product centric, or customer centric) needed Top down 16... 

Figure 28.8 shows three cells in the right hand figure. These can be product-centric or customer-centric. One line is linear. Others are arranged in the U shape characteristie of many cell designs. The U shape allows for rapid hand-offs in the cell and a eommon area for flow into and out of the eell. Velocity is up as well as density. Parts move through in minutes or hours rather than days or weeks. There is little work in process on the shop floor to waste space. 

Customer- centric organization An organization structure built around customer segments. Desirable when segments have different requirements, style-driven products with short product lives requiring fast responses, and higher margin products. 

Productcentric supply chain Supply chains or organizations whose construct centers on the production of products. Alternatives are functional and customer-centric supply chains. 

This is less about the technology and more about providing effective solutions. This is a customer-centric philosophy that the authors have embraced and we feel has lead to the success of Cousin, ChemLink, and Mobius. 

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