1. Explain how Economic Value Added (EVA) IS measured? Why is EVA a good method of measuring the overall impact of implementing a supply chain management process?
2. Customer relationship management (CRM) and supplier relationship management (SRM) involve segmenting customers and suppliers and then customizing the structure of the relationships according to the segmentation. Describe how and why managers should segment customers and suppliers, respectively?
3. Describe the concept of customer profitability, which was discussed as part of the CRM process. Can one customer be more profitable than another?
4. Why is segmentation a critical step when implementing the supplier relationship management process? How is the segmentation used to manage relationships with suppliers?
5. How does the role of a customer service manager within the customer service management process differ from a traditional customer service manager?