Customer Relational Strategy - support functions view-
by Maria WILTZ
1. Customer intimacy
1.1. dynamic segmentation
1.2. collect & use data
1.2.1. customer feed-back
1.2.2. customer claim
1.2.3. customer visit (plant or HQ, audit, etc)
1.2.4. third-parties sources (transporters, etc)
1.3. empower Team
1.3.1. front-office & back-office
1.4. satisfaction KPI
1.4.1. OTIF & actions plan
1.4.2. perfect order
2. Lean/ Excellence Operationelle
2.1. full traceability
2.1.1. Warehouse digitalization
2.1.2. dematerialization
2.2. Predictive models
2.2.1. Supply Chain 4.0
2.2.2. Maintenance 4.0
2.2.3. Behaviour analysis 4.0
3. Product leadership
3.1. product performances: specifications, reliability, safety
3.1.1. value for money