1. What is the role of activity-based costing in customer relationship management? In customer segmentation?
2. Compare and contrast the concepts of order-to-cash cycle time and order cycle time.
3. Explain the impacts of order cycle time length and variability on both buyers and ?sellers.
4. Customer service is often viewed as the primary interface between logistics and mar- keting. Discuss the nature of this interface and how it might be changing.
5. Organizations can have three levels of involvement with respect to customer service. What are these, and what is the importance of each?
6. Explain the relationship between customer service levels and the costs associated with providing those service levels.
7. Discuss the nature and importance of the four logistics-related elements of customer service.
8. Effective management of customer service requires measurement. Discuss the nature of performance measurement in the customer service area.
9. What events might occur when an organization is out of stock of a needed product? How might the cost of a stockout be calculated?