Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value

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Part of a brand-new series of cutting-edge supply chain guides, Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver superior customer service and innovation. Co-authored by pioneering supply chain management expert Alexandre Oliveira, this guide focuses on managing customer service to deliver maximum business value. Oliveira and senior supply chain executive Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each relevant approach, and modern applications and best practices drawn from the experiences of the world's leading companies. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field. Coverage includes: Fundamentals of Customer Services Management (CSM): customer services maturity levels, strategies, alignment, and innovation Customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management Aligning customer services management to business goals Establishing targets for customer services policies Innovating effectively in customer services management This guide's content will be exceptionally helpful for both practitioners and students, including participants in APICS and other leading certification programs.