 OUR TAKE -
Revisit Your Roots
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Everybody needs beauty as well as bread, places to play in and pray in where nature may heal and cheer and give strength to the body and soul.
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John Muir
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What does the "customer experience" stand for in your organization? That question posed last week in this column prompted many great responses. Allow me to share a few this week.
"Customer Experience to us meant getting buy-in from the top down, to revisit our roots as a customer service organization and evaluate our core philosophy from a customer perspective. This begs many fundamental questions pertaining to things like relevance, communication, internal organization, profit, customer service, location, product and service offerings, and many others. It encompasses the entire experience the customer has with our organization -- all interactions, and all touch points -- from billing statements to store visits; from marketing communications to our website; and even to what is read about us in publications and online, or heard about us from other people."
This time of year, many organizations are charting their path for the coming quarter, the coming year, and the indefinite future. When looking to the future, is it time to revisit your past?
More thoughts on the customer experience tomorrow. That's my take. Do you agree? What's your take?
Gary Lemke, Publisher
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As of 4:00 p.m. on 10/30/09 |
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To establish a standard global sales and operations planning (S&OP) process that could support its growing business, Emerson Rosemount implemented Oracle's Real-Time Sales and Operations Planning solution, powered by Oracle's Demantra. Rosemount needed enhanced insight into its expanding global supply chain to facilitate collaborative processes that would allow it to manage demand across a configure-to-order product line with more than 161 billion product feature/option combinations. With Oracle's Demantra Real-Time Sales and Operation Planning, Rosemount was able to implement a global S&OP process that standardized and centralized planning and buying functions, enabling timely planning decisions that align the best combination of products, customers and markets to serve. (Oracle
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