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CUSTOMER SERVICE MANAGEMENT - Coggle Diagram
CUSTOMER SERVICE MANAGEMENT
Order to cash (OTC) Cycle :question:
All activities that occur from when an order is received until the product is received and paid.
Cycle
Expected cost
Revenue or profit on the item that was not available
The seller looses a buyer and future revenue
Revenue or profit on future purchases
Administrative and labor costs specific to a backorder.
The seller looses current revenue
Terms
The Perfect Order:
When the order is delivered without failure
Perfect Order Index
Number of
perfect orders
compared to
the
total number of orders
Service Reliability:
Firm s ability
to perform all order related activities error free.
CUSTOMER SERVICE
What is?
A strategy for how a company interacts with its customers.
Is the key link between logistics and marketing within an organization.
Is the provision of service to customers before, during and after a purchase. :!:
Concerns the priorities such as
Product innovation and pricing.
Achieving required logistics performance in delivery.
Ensuring after sale service.
Achieving satisfactory performance in whole CRM.
Using all efficient practices for valuing good customer service.
customer support
Is a range of customer services to assist customers in making cost effective and correct use of a product.
Customer Relationship Management
What is?
Is the art and science of strategically
positioning
To position =
locate
,
situate
,
install
,
arrange
..)
An approach to managing a company's interaction with current and potential future customers
Enterprise Resource Planning :question:
Is Integrated Management Software = Enterprise Information System Software.
Metrics and Measuring Customer
Service Results
To promote =
To contribute to the growth or prosperity of (to get progress)
Is a customer loyalty metric and a management tool that can be
used to gauge the loyalty of a firm's customer relationships.