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Reply 100 words to student shant 250 word post class 441:Good Day Everyone, This week we look at customer integration and customer satisfaction. These two terms play a critical role in the su
Reply 100 words to student shant 250 word post class 441:
Good Day Everyone,
This week we look at customer integration and customer satisfaction. These two terms play a critical role in the supply chain. The data analysis shows that customer satisfaction is significantly and positively related to the financial performance and fully mediates the relationship between customer integration and financial performance (Das, 2011). When there is a transaction between the organization to the consumer, transaction specific customer satisfaction occurs, whether good or bad. This may give the organization an insight on future transactions or the lack of. Customer satisfaction is an important core function as well as practical issue for most marketers and consumer researchers. For example, recently I purchased some online clothes from a retailer in Europe, this retailer has stores in the United States, but the items sold differs from region to region. The transaction I had with the clothing retailer at first was positive because I was satisfied on the selection and size of the options. However, my consumer satisfaction quickly changed into a negative one. The lack on-time delivery (blame was placed on the warehouse distributor) was one of the contributors to my dissatisfaction. Involving the consumer is key to ensuring the customer is satisfied. The organization’s supply chain process failed when it came to deliver a quality product on-time. When a company fails to involve the consumer, supplier, and other core entities in the supply chain process, they open themselves to issues that may arise. The key in customer integration is to ensure the supply chain process is meeting and exceeding the consumer’s needs and wants. Customers at all levels in the supply chain process must be part of the organizations decisions directly or indirectly. Organizations that collaborate and integrate with consumers ensure they are continually running an efficient and cost-effective operation. Do you think it is more important to have customer loyalty or customer satisfaction? Which do you think is more critical in operating a supply chain effectively?
References:
Das, K. (2011). Integrating quality, reliability and customer satisfaction in supply chain planning. IIE Annual Conference. Proceedings
reply 100 words to student Dale 250 words post class 441:
Customer integration is defined by study.com as "the component of customer relationship management which puts technology in place that allows customers to process their own transactions and to have direct contact with the organization". There are several things that customer integration can specifically do for a business. One of those things is to help reduce the need for a middleman. If customers can do direct business with the consumer rather than through a store it can help reduce the costs to the company. This idea would help lower the overall cost that the company will pay, specifically it would allow for a significant savings on employment costs.
Customer satisfaction is a huge part of any business being able to be successful. As the lesson mentioned, "exceptional customer satisfaction is one of those ideals that every company aspires to, but relatively few seem to be able to reach". When customer satisfaction is one of the main priorities for a business it makes a huge difference in their success. The book discusses how companies need to be willing to invest money and to grow relationships associated with their business, most importantly the customers. "Cultivating these qualities truly represents a change in management efforts". This means that there has to be a concerted effort to maintain customer integration and satisfaction as a main priority.
There are many different pieces of a successful working company. Each of these pieces are important, and include the business and the consumers, without a good relationship there the business will fail.
What is one of the best ways a company can maintain customer satisfaction?
Reply 100 words to student Lash 250 words post class 441:
Class,
For this week I chose to give my perspective on whether to change strategies or not using the information regarding this week's article. As I mentioned last week, strategies should be planned carefully and include external factors that could potentially affect the bottom line even if generic factors are used to create worst case scenarios. After reviewing, To Change or Not to Change: How Motor Carriers Responded Following 9/11, the question still lingers. After 9/11, the study showed that motor carriers were generally worst off when they changed strategies. When determining whether to change strategies are not, cost of operation must be looked at carefully because the wrong strategic move could negatively affect performance<w:sdt> (Atwater, Gopalan, Lancioni, & Hunt, 2010).
Situations will always dictate when it comes to strategic moves. The authors mentioned that some studies have shown quick strategy changes have saved companies. Different industries will have different outcomes when it comes to these decisions. A few things to note, strategic changes don’t guarantee superior performance, and when expenses are skyrocketing, firms should shift tremendous focus on cost. Lastly, speed of strategic change is probably not significant. When thing happen sporadically and there’s not a tentative plan in place, it may be best to wait and see. This may result in a better understanding of what is happening and what affects are likely to be the result of. Do you think firms should change strategies to fit current circumstances when sporadic events take place that signal immediate declines to profit margins?
Lash
References
Atwater, C., Gopalan, R., Lancioni, R., & Hunt, J. (2010). TO CHANGE OR NOT TO CHANGE: HOW MOTOR CARRIERS RESPONDED FOLLOWING 9/11. Journal of Business Logistics 31 (2), 129-XI. Retrieved from https://search-proquest-com.ezproxy1.apus.edu/docview/805372296?accountid=8289.
