基于E-Business物流与服务上海交通大学计算机系吴晨涛wuct@.pptVIP

* 7 Establish a Customer Service Strategy Service policy must be based on customer requirements. One popular method is to benchmark competitors’ customer service level. 2 * 7 Establishing Customer Service Strategy Establishing Customer Service Strategy Determining customer service levels based on customer reaction to stockouts at the retail level. Cost/revenue trade-offs. ABC analysis of customer service. Customer service audits. 2 * Profit maximization Revenue Logistics costs Improved logistics customer service 0 0 Costs or sales 7 Establishing Customer Service Strategy 2 Gener