Customer Engagement Strategy and Data-Driven Optimization
Customer Engagement Strategy
Four Steps to Effective Engagement
- Identify Customers: Create a common customer database.
- Differentiate Customers: Analyze and manage the database to understand customer segments.
- Interact with Customers: Build interactive relationships internally and externally.
- Personalize: Identify products and behaviors to tailor offerings and communication.
Related Programs
- Customer Service Programs: Develop criteria and guarantees for excellent customer interactions.
- Loyalty Programs:
Project Evaluation and Development: A Comprehensive Guide
Project: Responding to an Idea
Project: Responding to an idea that seeks to either solve a problem or exploit a business opportunity.
Evaluation of Investment Projects
Evaluation of investment projects is the procedure that compares the results obtained through an investment project against a baseline or a priori objective criterion fixed in relation to the desired outcome.
Private vs. Public Projects
Objective:
- Private projects aim to satisfy market needs.
- Public projects aim to meet community and social
Decision-Making, Leadership, and Motivation
Decision-Making
Decision: The process of selecting among available alternatives to solve a problem or seize an opportunity.
Aspects:
- Act: The choice between alternatives.
- Process: Steps divided into categories:
- Formulation: Identifying the problem or opportunity.
- Solution: Generating alternatives.
Steps in the Decision-Making Process
- Identify the problem or opportunity.
- Develop objectives and criteria.
- Generate alternatives (past solutions, creative solutions).
- Analyze alternatives (minimum expected results,
ISO 14001: Environmental Management System Guide
ISO 14001: Environmental Management System
Key Definitions
Environmental Performance
Measurable results of an organization’s management of its environmental aspects.
Environmental Policy
An organization’s intentions and direction concerning its environmental performance, formally expressed by senior management.
Environmental Goal
Detailed performance requirement applicable to the organization or parts thereof, originating from environmental objectives and the need to meet them.
Interested Party
Person or
Read MoreOrganizational Goals, Effectiveness, and Ethical Approaches
Organizational Design
Session 5 and 6: Organizational Goals and Effectiveness
Organizational Goals
Organizational goals define the desired future state of an organization, providing it with identity and direction. These goals serve several key functions:
- Establish the Desired Future State: Acting as guiding principles.
- Create Legitimacy: Providing a rationale for the organization’s existence.
- Provide Standards: Offering clarity for achieving targets and measuring performance.
Classification of Goals
- Factors
Logistics and Product Management
Summary of Chapter 4: Logistics and Product Management
The Product in Logistics
The core of logistics system design is the product, the subject of flow in the supply chain and the generator of revenue. It comprises both tangible (weight, volume, shape, durability, performance) and intangible (post-sale support, company reputation, flexibility) elements, forming the total product supply.
The Product Life Cycle
Products follow a lifecycle impacting distribution strategies:
- Introduction: Low sales, cautious