What is meant by value-added services? Why are these services considered essential in a customer success program?
Answer to relevant QuestionsExplain the customer satisfaction “gaps” shown in Figure 3.1. Why does the contemporary view of procurement as a strategic activity differ from the more traditional view of "purchasing?" Beyond those discussed, what other scorecard criteria could you suggest for ADT? Why do you think Levi Strauss dropped its program for mass customization? CPFR has been shown to improve forecasting accuracy for manufacturers. What are the major challenges associated with using CPFR? Given its demonstrated benefits, discuss when CPFR should or should not be used by firms.
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