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

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

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  • Copyright 2014
  • Dimensions: 6" x 9"
  • Pages: 208
  • Edition: 1st
  • eBook (Watermarked)
  • ISBN-10: 0-13-376445-1
  • ISBN-13: 978-0-13-376445-1


  • Optimize linked interactions across your entire customer service environment
  • Implement customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management
  • Use the business-driven customer service model to align customer services management to business goals, and measure your progress

Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver more innovative and profitable customer experiences.

Pioneering supply chain management experts Alexandre Oliveira and Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each high-value approach, and modern applications and best practices proven at leading companies worldwide. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field.

This book’s content will be exceptionally helpful to both practitioners and students in all areas of supply chain management, customer service, and marketing, including participants in leading certification programs.

To build a truly customer-centric business, you must integrate, balance, and optimize four sets of relationships: product, customer, service, and process. By doing this, you empower your business to deliver the high-profit solutions your customers really want: personalized packages of products, services, support, education, and consulting.

Customer Service Supply Chain Management offers a complete model and blueprint for achieving these goals. Global supply chain innovators Alexandre Oliveira and Anne Gimeno show how to systematically address key issues ranging from organizational structure, governance, and strategy to day-to-day tactics and operations.

Oliveira and Gimeno help you assess where you stand now, identify gaps and priorities, and move rapidly towards greater effectiveness. They introduce realistic examples, applications, and best practices: all designed to help you translate theory into practice, and practice into profits.



  • Increase market share
  • Accelerate revenue cycles
  • Reduce lost sales
  • Support marketing and sales initiatives


  • Add customer value
  • Optimize cost to serve
  • Deliver the right service at the right cost


  • Reduce cost of sales
  • Improve asset management
  • Balance service levels and cost structures

Sample Content

Table of Contents

Preface    xii

Chapter 1  Customer Service Environment    1

Chapter 2  Customer Service Management Model    17

Customer Expectation Versus the Hired Service Level    20

Customer’s Service Level Perception    22

Supplier’s Process Performance    25

Customer Relationship Horizon    27

CSM Model Scenarios    36

Scenario Variations    43

Customer Service Processes    49

Pre-Transactional Elements    49

Transactional Elements    55

Post-Transactional Elements    56

Chapter 3  Customer Service Strategies    59

Example: Managing Customer Service Interactions    63

Customer Service and Planning Logistics    67

Demand Planning and Forecasting    67

Stock and Inventory Control    68

Customer Service and Synchronous Operations    69

Distribution    70

Example: Working with Synchronous

Operations    73

International Logistics    74

Customer Segmentation    77

Customer-Centric Culture    79

Customer Logistics Service Strategies    81

Business-Driven Customer Service    86

Expert’s Opinion    89

Creating the “Resource-Lite” Supply Chain    89

Beyond the Carbon Footprint    89

Chapter 4  Managing the Service    93

Efficient Consumer Response    93

Vendor-Managed Inventory and Continuous Replenishment    94

Collaborative Planning, Forecasting, and Replenishment    96

CPFR Business Case    100

Current Situation    100

Operation Design    104

Project Results    123

Performance Indicators    128

Customer Service Performance Indicator Examples    139

Governance    147

S&OP Procedure: Example    150

Customer Service Cycle (CSC)    152

Chapter 5 Customer Service Organization    159

Business Case    165

Customer Logistics Positions    172

Customer Service Analyst    173

Customer Service and Logistics Manager    175

Customer Supply Chain Director    178

Bibliography    181

Index    183


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