aheadCRM

In the course of the last year or three, I have written a few times about the supply chain and how it affects the customer experience, sometimes badly so. In my last article ‘ the impact of the supply chain on the customer experience ’, I explained some of the issues and laid out a couple of high level solutions. Let me elaborate a little on what I wrote then. Of course, there are challenges in two main areas: ·   The demand side ·   The supply side The customer expectations are quite simple: A customer expects that things just work, that the vendor, and information given by the vendor, is reliable, accurate and comes timely; that deliveries after order are coming reasonably fast and that there is transparency about the order and delivery status. This is all quite abstract, so let us fill this with life. An example to the contrary goes as follows: You buy something, e.g., some whiteware, from a brand with a very high reputation; you are asked for upfront payment (several thousand