Investment in customer service has shown to pay off handsomely. After Jeff Bezos founded Amazon in 1994, he pledged to become obsessed with delivering excellent customer services. Amazon has received both good and bad media, but something everyone agrees with is that Bezos’ company has outstanding client service. When Bezos rolled out the Prime program, he wrote that “expedited shipping becomes an everyday experience as opposed to an occasional indulgence.” It has irrevocably shifted shoppers’ expectations and started a competition for faster shipping. Prime keeps clients hooked to Amazon. Driving excellence in service has not only brought Amazon, a large number of customers but also it’s helped make it a force to be reckoned with in the retail sector. Prime also proved another critical point for Amazon: Customers are prepared to pay for better, faster service.
Most people associate customer service with the interaction that occurs between an organization and its customer-facing employees, rather than the supply chain. However, a business’s ability to offer exceptional customer service is based to a large extent on its operations–its ability to deliver a service or product fast and as promised, or to substitute or return a defective product quickly.
As Amazon demonstrates, customer service may provide a winning edge in a competitive world. To be known for service, a business must have intimate knowledge of customer needs, have the capability to provide support that’s hard for the competition to match, and then find a way to get clients to pay for the increased service. Involving the supply chain upfront may help identify different service models that can be offered to the customer. The sales team can then negotiate the cost with the client.
The businesses can provide better service profitably by tailoring service levels to the customer segment.
- First, by classifying customers by segments and by creating a menu of service levels
- Second by identifying service levels suitable for different segments
- Third by developing a service model that is difficult for the competition to match, g., Southwest Airlines’ 25-minute gate turnarounds, and
- Fourth, by pricing it appropriately and finding a way for the customer to pay for the increased service.
Read more in — The Supply Chain Revolution – Innovative Sourcing and Logistics for a Fiercely Competitive World — book available at Amazon.
There’s no use building a bridge if your customers don’t want to go there. This book shows you new ways to prioritize your customers. How can you use engage with changing customer needs—not just push old products at new needs? How can you win by helping your customers win?
Suman Sarkar’s ‘Customer Driven Disruption’ is not just another book preaching customer focus to business executives. Rather than restrict himself to homilies, Suman lays down five strategies that can help bring the ‘C’ into business planning. He illustrates each strategy with a rationale backed by numbers and specific steps to bring it to life with examples from across industries. The book ends with a set of guiding questions that can be used by thoughtful executives either by themselves or in a team setting to develop an action plan for their organizations.
This book disrupts disruption! It redefines what causes disruption and what you can do about it. It accomplishes this with an elegant paradigm shift that’s profound and yet simple. Suman’s conclusions are based on powerful insights from research, case studies of leading companies, and decades of business experience. You will never think of disruption in the same way again.
Suman Sarkar redirects the focus back to what made your business a business: it's customers. With many case studies and concise takeaways, this book is a handy guide to shaking up your innovation strategy.
Suman Sarkar is a strategist after my heart—like me, he believes that real change and innovation come from customers’ actual needs and wants, not from researchers in lab coats. Customers WILL tell you how to make your business thrive and win the future--if you learn how to listen. This book explains how to open your ears.
Sarkar puts forth new, actionable definitions of customer focus, personalization, and quality along with a roadmap that your team can use think creatively and be more willing to take intelligent risks.
This is an excellent, thought-provoking book that offers clear strategies enabling you to understand buying patterns and generational expectations. Customer-Driven Disruption will inspire you to effectively plan for and stay ahead of your competition by focusing on your customers and what they want.
In Customer Driven Disruption, Sarkar shows that technology isn’t the real driver of disruption, and he unveils many more surprises that will challenge your assumptions and prepare you and your organization to stay ahead.
The book is very inspirational for anyone working with Sourcing and Supply Chain. Sourcing and Supply Chain is not always a top priority in many companies, but this book shows some really good examples of how this can make or break a company. There are also some very good concrete examples of what and how to do which inspires you to challenge your own thinking.
The book is very inspirational for anyone working with Sourcing and Supply Chain.
Excellent book. Well developed and hitting some excellent new and futile SC topics.
Suman’s mission is to help clients achieve a competitive edge in the marketplace. With more than 20 years of international consulting experience, Suman has a proven track record delivering an innovative and strategic approach with outstanding results.
Successful companies in every industrial sector have long recognized that competitive advantage comes not just from the products or services that they offer but from the supply chains that support them. In this easy-to-read and insightful book, the author explores the opportunities that exist for improving profitability through supply chain excellence and provides practical guidance on how to achieve the goal.
This book is indeed thought-provoking for supply chain practitioners as well as for business leaders. Suman Sarkar’s guided multi-step approach focuses on simplification without ignoring business complexity. It will help companies reform their supply chains to enable a healthier business.
As someone who teaches supply chain management, I was very interested in this book. Overall, I enjoyed the book. It was a good, quick read that offers advice, wisdom, examples that you can import into your own business or job. Suman describes in detail some of the great projects he has gotten to be a part of during his career. The book offers a lot of great advice, which could help you and/or your organization avoids some mistakes. The book leans towards the marketing side of the business a bit. I like that there are actionable ideas presented.
The Supply Chain Revolution is a brilliant, clear, and simple guide for corporate executives who want to transform their supply chain. I have never seen such a clear and actionable plan for taking supply chain management to the next level. Supply chains have become more complex in the last three decades as a result of globalization, the increasing pace of innovation, and competitive intensity. Suman Sarkar explains how best-in-class companies debottleneck their supply chains by drawing from his own experience transforming supply chains both from inside a company and from outside as a consultant.
This book has done an excellent job in explaining many important areas of supply chain like customer segmentation, customer service, demand planning, alliance management, inventory management, streamlining supply chain, fixing bottlenecks in supply chain, managing store investment, enhancing marketing efficiency, facilities outsourcing, sourcing excellence, supplier selection, relationship management and many other areas. One area that could have received more attention in this book is in the area of logistics. Overall this is an excellent book to read and enhance your knowledge in the area of supply chain and sourcing.
The Supply Chain Revolution identifies and explains many supply chain challenges that frustrate executives most. It delivers corresponding practice-proofed approaches to respond the challenges. The fruitful hands-on industry practices throughout the book provide significant value for organizations to transform their supply chain. This book is a great resource for executives and senior supply chain professionals to use for self-learning or training, and for MBA students with a concentration in supply chain management to complementarily use in class.
Suman Sarkar does a great job in explaining the practical solutions to common supply chain problems. He delivers an engaging balance between strategic perspectives and operational issues that make for an interesting read.
Suman Sarkar does an excellent job of demystifying supply chain concepts and presents a logical framework to unlock tremendous value across the organization value chain. The fact that Sarkar has been a “hands-on” practitioner himself allows him to showcase solutions that will resonate well with supply chain managers /leaders across the industry spectrum. Well done, Suman . . . . eagerly awaiting future insights.
A wonderful book for supply chain and business leaders. He has presented examples that tell the story of the fundamentals in a memorable way. It demonstrates the value of supply chain in delivering bursts results. I highly recommend him to anyone leading a supply chain.
The Supply Chain Revolution provides a lucid commentary of some of the most basic supply chain challenges frustrating senior management across different industries. Adopting a methodical approach to inventory tracking, product fulfillment, and channel distribution will help yield significant value in cash flow and reduce inventory obsolescence costs.
The Supply Chain Revolution provides a lucid commentary on some of the most basic supply chain challenges...
The book was a good, quick read that offers advice, wisdom, examples that you can import into your own business or job.
Suman Sarkar does an excellent job of demystifying supply chain concepts...
A wonderful book for supply chain and business leaders
Thought-provoking book for supply chain practitioners as well as business leaders.
The Ideal Supply Chain Primer for the Time-Pressed CEO or Government Executive
Brilliant, Clear and Simple Explanation of Supply Chain Transformation
The Ideal Supply Chain Primer for the Time-Pressed CEO or Government Executive In clear, concise language Suman Sakar de-mystifies the complexities of supply chain management. The key to his process is simplification. In a world of business books full of buzz words and unnecessary complications, this is a refreshing approach. Sakar breaks supply chain management into its component pieces and succinctly lays out the relationships. If you are getting foggy, conflicting advice from staff and suppliers, as I frequently did in a career managing large organizations, you will find this short read welcome clarification.