Best Practice Reports
Customer Support and Service
Customer support and service (CSS) involves a range of after-sales activities which relate to the manner in which products and services are delivered, bundled, explained, billed, installed, repaired, renewed, and potentially redesigned.
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Customer Order Management
Customer Order Management (COM) systems provide direct access to product and pricing information and enable rapid responses to customers ordering and service requirements.
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Activity Based Management
Activity Based Costing (ABC) and Activity Based Management (ABM) are methods used to manage and improve business processes by examining, and modifying, the costs of the activities contributing to the production and delivery of a particular product or service.
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Customer Profitability Management
Customer Profitability Management (CPM) focuses upon an organisation's most profitable customers/products; and by nurturing these, aims to maximise long-term returns. Customer profitability management impacts upon customer relationship management, product promotion, pricing, and billing and incorporates a high degree of customer behaviour modelling and analysis in a desire to make more informed customer service decisions.
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New Product Development - Innovation Strategy
An Innovation Strategy is one which seeks to create, exchange, evolve, and apply new ideas, and thereby produce goods and services which it is hoped will contribute to the success of an organisation.
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Knowledge Creation
Knowledge creation, or idea generation, may be defined as a process of focussing upon a subject of interest with the intention of developing new ideas and concepts. This often involves an interaction between explicit knowledge (available data) and subjective knowledge (intuition)
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New Product Development Tools
Methodologies that, when incorporated into the product design process, enable control of key factors such as cost, risk management, and quality.
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Product Lifecycle Management
Product Lifecycle Management (PLM) involves the application of business strategies and improvement tools throughout the life-cycle of products and services. A central goal of PLM is to facilitate ongoing innovations whilst maximising the profitability and usefulness of products/services throughout their total business life-cycle i.e., from conception through to recycling or disposal. The successful outcome of PLM is reliant upon wide collaboration between all parties involved, and upon the sharing of relevant information throughout the product's life-cycle.
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Lean Techniques
Lean Techniques focus on identifying and eliminating all non-value adding activities within processes; which in lean terminology are called "waste". Lean production processes are designed to improve the efficiency of how organisations use resources and typically have objectives based on minimising waste, reducing costs, and improving productivity.
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Customer Market Segmentation
The subdivision of a market into discrete customer groups whose members share similar characteristics.
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