Compare or Contrast the Customer Service

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Submitted By davefromHB
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Compare or contrast the customer service, customer satisfaction, and customer success philosophies of supply chain management.
Define
Customer Service (logistic perspective) “A customer service program must identify and prioritize all activities required to meet customers logistical requirements as well as, or better than competitors.” And in a “cost effective manner”. Bowersox
The three elements of basic Logistics Customer Service are: availability, operational performance and service reliability

Customer Satisfaction (logistical perspective) delighting the customer and turning the satisfied customer into a loyal customer

Customer Success Philosophies (logistical perspective)

Similarities

* Customer “A focus on customer success represents a major commitment toward accommodating customers” Bowersox * Good customer service scores are typically given if the customer is responsive to the customer – this in turn could equate to high customer satisfaction.

* Customer Satisfaction is tied to the success of the customer.

Differences * “The difference between customer service and customer satisfaction is that one is a cause, while the other is the effect or result of that cause.” e-how

http://www.ehow.com/about_6700664_difference-customer-service-customer-satisfaction.html

* Customer satisfaction results when customer expectations have been met, this is not necessarily the case in Customer Service.

Why does the contemporary view of procurement as a strategic activity differ from the more traditional view of "purchasing?"
The contemporary view of procurement as a strategic activity differs from the traditional view of purchasing because it is no longer viewed by top management/supply managers just as a buying function of raw materials. Today, purchased goods and services make up the largest cost elements in most firms and…...

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