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Summary IBMS_BLOCK2_LOGISTICS_CHAPTER3_REVIEWER

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  • Course
  • Logistics
  • Institution
  • Hogeschool Rotterdam (HR)
  • Book
  • Supply Chain Logistics Management

Subject: Logistics Block 1 of International Business and Management Studies at Rotterdam University of Applied Sciences (Hogeschool Rotterdam) Book: Supply Chain Logistics Management 4th Edition (McGraw Hill Education) Year Published: 2013 Reviewer for Part One, Chapter 3: Customer Relationship M...

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  • Yes
  • February 5, 2017
  • 4
  • 2016/2017
  • Summary

Subjects

  • ibms
  • rotterdam
  • supply chain
  • reviewer
  • erasmus
  • hogeschool rotterdam
  • summary
  • customer relationship management

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  • Hogeschool Rotterdam (HR)
  • International Business and Management Studies
  • Logistics
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By: Milaiza • 7 year ago

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LOGISTICS (REVIEWER)
CH3: Customer Relationship Management
3.1 Customer-focused Marketing
Concepts include:
• Customer needs are more basic than products/services
• No single market
• Customers must be ready to purchase 4 economic utilities: (1) Form (2) Position (3) Time (4) Place
• Profitability instead of sales volume


Transactional Marketing: profit in transactions; establishes short-term relationship with customers
Relationship Marketing: establishes long-term relationships with customers and suppliers. Micromarketing means each individual has unique
requirements. Reduces transactional costs, individual transaction routine, and better accommodation for customer requirements.


Supply chain service outputs:
• Discrepancy in time – rate of production and market consumption
• Discrepancy in space – location of production activities and consumption are often the same
• Discrepancy in quantity & assortment – specialize in producing large quantities of limited variety
4 generic service outputs:
• Waiting time – between order and delivery; the less time is involved the higher supply chain service it is
• Spatial convenience – amount of shopping time and effort spent by customer

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