ABSTRACT
From the customers' perspective, there are multiple links between the supply chain and customer touch points. These are the incidences of contact and service that distinguish a particular supplier's value. Defining these points of impact and describing supply chain improvements could lead to cost savings to fund CRM improvements. Suppliers must design and implement automated and human interfaces with customers so the right company gets the right service through the customer's channel of choice. Segmentation and activity‐based costing support the choices of design. The entry contains a figure demonstrating the process of customer product/service segmentation.
