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Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
|---|---|---|---|---|---|
Searching... | 30000003466509 | HF5415.13 C53 1997 | Open Access Book | Book | Searching... |
Searching... | 30000003466541 | HF5415.13 .C53 1997 | Open Access Book | Advance Management | Searching... |
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Summary
Summary
Marketing Logistics, written by Europe's leading expert in this field, examines the way customers in all types of markets respond to customer service and product availability.
In today's volatile marketplace there is growing evidence that the way in which we service customers can make the difference between winning and losing the sale. The logistics process is an essential route to adding value to the product or service that companies provide. Marketing Logistics shows how logistics strategy can be used to gain significant competitive advantage and increased profitability. By using examples from leading-edge companies around the world Martin Christopher establishes logistics management at the core of a company's marketing strategy.
Marketing Logistics is relevant to all involved in the marketing and distribution industry. It is written from a practical standpoint with practising executives as well as students in mind. It is of particular relevance to students on the CIM Diploma course, MBA and BA courses as well as CIPS and Institute of Logistics students.
Written by Europe's leading expert in the field of marketing logistics
Focuses on the critical interface between marketing and logistics
Highlights the importance of logistics in creating customer value and hence customer satisfaction and retention.
Author Notes
Martin Christopher is Professor of Marketing and Logistics and Director of the Centre for Logistics and Supply Chain Management, Cranfield School of Management, UK
Helen Peck is Senior Research Fellow at the Centre for Logistics and Supply Chain Management, Cranfield School of Management, UK
Table of Contents
| Preface | p. vii |
| 1 The new market place | p. 1 |
| The changing marketing environment | p. 2 |
| Concentration of buying power | p. 7 |
| The fragmentation of consumer markets | p. 9 |
| The service-sensitive customer | p. 14 |
| The sources of marketing advantage | p. 16 |
| Key issues | p. 21 |
| 2 Building customer relationships | p. 22 |
| Customer retention strategies | p. 22 |
| Relationships as partnerships | p. 26 |
| Managing relationships in the marketing channel | p. 30 |
| Defining customer service | p. 32 |
| The components of customer service | p. 33 |
| Managing the processes that drive the perfect order | p. 37 |
| Key issues | p. 40 |
| 3 Creating customer value | p. 41 |
| The transition from brand value to customer value | p. 41 |
| Defining customer value | p. 43 |
| Value-in-use | p. 46 |
| Developing a market-driven logistics strategy | p. 46 |
| Value delivery systems | p. 55 |
| Impacting the customers' profitability | p. 56 |
| Understanding the costs-to-serve | p. 58 |
| Key issues | p. 66 |
| 4 Time-based competition | p. 67 |
| The cash-to-cash cycle | p. 69 |
| Strategies for lead-time reduction | p. 79 |
| Value-added time/non-value-added time | p. 81 |
| Logistics process re-engineering | p. 82 |
| Key issues | p. 84 |
| 5 Demand-driven supply chains | p. 85 |
| Mass customisation | p. 87 |
| Postponement | p. 88 |
| Creating 'agile' supply chains | p. 89 |
| Connecting the supply chain through shared information | p. 94 |
| Efficient consumer response | p. 96 |
| Key issues | p. 104 |
| 6 Managing marketing logistics | p. 105 |
| From functions to processes | p. 106 |
| From products to customers | p. 112 |
| From profit to performance | p. 121 |
| Key issues | p. 127 |
| 7 Serving the global customer | p. 128 |
| Developing a global logistics strategy | p. 130 |
| Global logistics information systems | p. 140 |
| Questions of sustainability | p. 142 |
| Key issues | p. 150 |
| Index | p. 151 |
