Comments for GlobalNow Inc http://www.globalnowinc.com GlobalNow provides Reverse Logistics Software and Services Tue, 21 Feb 2012 20:53:02 +0000 hourly 1 http://wordpress.org/?v=3.3 Comment on Reverse Logistics Software in the Real World by Kristina http://www.globalnowinc.com/reverse-logistics-software-in-the-real-world#comment-204 Kristina Tue, 21 Feb 2012 20:53:02 +0000 http://www.globalnowinc.com/?p=705#comment-204 Nice job! There are many struggling to do really have an impact with reverse logistics. Nice job! There are many struggling to do really have an impact with reverse logistics.

]]> Comment on Reverse Logistics Software in the Real World by Quentin Owen http://www.globalnowinc.com/reverse-logistics-software-in-the-real-world#comment-203 Quentin Owen Tue, 21 Feb 2012 17:26:37 +0000 http://www.globalnowinc.com/?p=705#comment-203 The challenge managers face is the real impact on profits due to the costs of managing returned units, regardless of whether they are reclaimable or not. Same concern regarding call centers to support customers, which is also considered strictly a cost center. The question that often goes unasked is how we turn such cost centers into profit centers. That takes a good reverse logistics partner and innovation on our part. Good software in the hands of a manager, hosted by the reverse logistics partner, is a critical success enabler. The challenge managers face is the real impact on profits due to the costs of managing returned units, regardless of whether they are reclaimable or not. Same concern regarding call centers to support customers, which is also considered strictly a cost center. The question that often goes unasked is how we turn such cost centers into profit centers. That takes a good reverse logistics partner and innovation on our part. Good software in the hands of a manager, hosted by the reverse logistics partner, is a critical success enabler.

]]> Comment on Optimizing the Service Supply Chain using Portals by Jim Leichtenschlag http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-98 Jim Leichtenschlag Thu, 22 Dec 2011 14:29:33 +0000 http://www.globalnowinc.com/?p=690#comment-98 “Embracing service as a revenue generator rather than a cost center to earn and retain a valuable asset—your customer’s Long-term loyalty” is really a great quote. Our business looked at Chip Connelly's "Peak" strategy, which is an application of Maslow on business. The idea was to deliver unparalled service that met your customer's unrecognized needs, ie. you deliver the basic/required elements so well, you can work with your customer to achieve greater levels of service and performance for both parties. The supply chain example is in line....until the supply chain is under control to deliver from supplier to customer, the idea of the customer returning something to the supplier in an organized way is too difficult to consider. With the aid of portals and other technology, problem 1 is solved to the point where focus can be applied to the previously unrecognized need of returns, and that becomes recognized and the basic expectation of all customers, therefore raising the bar again. Until the competitors realize you have solved a previously unrecognized problem, you have the leg up until they catch up. Hopefully you are delivering the next unrecognized need by the time your competitor copies your first need and you stay ahead. Well designed and implemented portals can clearly go a long way in achieving that goal of meeting your customer's unrecognized needs and lock in that long term loyalty. “Embracing service as a revenue generator rather than a cost center to earn and retain a valuable asset—your customer’s Long-term loyalty” is really a great quote. Our business looked at Chip Connelly’s “Peak” strategy, which is an application of Maslow on business. The idea was to deliver unparalled service that met your customer’s unrecognized needs, ie. you deliver the basic/required elements so well, you can work with your customer to achieve greater levels of service and performance for both parties.

The supply chain example is in line….until the supply chain is under control to deliver from supplier to customer, the idea of the customer returning something to the supplier in an organized way is too difficult to consider. With the aid of portals and other technology, problem 1 is solved to the point where focus can be applied to the previously unrecognized need of returns, and that becomes recognized and the basic expectation of all customers, therefore raising the bar again. Until the competitors realize you have solved a previously unrecognized problem, you have the leg up until they catch up. Hopefully you are delivering the next unrecognized need by the time your competitor copies your first need and you stay ahead. Well designed and implemented portals can clearly go a long way in achieving that goal of meeting your customer’s unrecognized needs and lock in that long term loyalty.

]]> Comment on Optimizing the Service Supply Chain using Portals by Kristina http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-81 Kristina Wed, 14 Dec 2011 20:10:30 +0000 http://www.globalnowinc.com/?p=690#comment-81 very nice, I love to read examples of how using specific technology is utilizing the cloud. Although I think there's still a lot of confusion about how the cloud can be used effectively and also how to make it secure. But as various government entities are being mandated to move to the cloud, high security is no longer a question with the right provider. very nice, I love to read examples of how using specific technology is utilizing the cloud. Although I think there’s still a lot of confusion about how the cloud can be used effectively and also how to make it secure. But as various government entities are being mandated to move to the cloud, high security is no longer a question with the right provider.

]]> Comment on Optimizing the Service Supply Chain using Portals by Jeannie Odza http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-79 Jeannie Odza Wed, 14 Dec 2011 15:01:52 +0000 http://www.globalnowinc.com/?p=690#comment-79 Great post Bob, people all too often ignore that many usees of a portal. As mentioned above, originally portals were more like directory listings to find related services or products. But with the sophistication of technology portals can be used for anything from an directory listing to actually putting together an entire ERP system to keep track of potential customers, order and replacement process management, to offering general sites and videos that act as a marketing engine, sales tool, operational tools for efficiency - everything must be in alignment with back up processes in the event of delays/issues. Look at the auto and oil industry. These two industries have been utilizing global manufacturing and procurement on a global basis for as long as I have have been alive. you are correct, it is a matter of reverse engineering to portal to take into account any contingencies. Now, one you have your systems in place, it is time to integrate the various marketing and sales tools into your processes so no leads are lost due to lack of integration, all notes on potential customers and every touch point should be noted to analyze the success of any given marketing campaigns or activities. All this can be interfaced together to break down your business into the smallest components. . Great post Bob, people all too often ignore that many usees of a portal. As mentioned above, originally portals were more like directory listings to find related services or products.

But with the sophistication of technology portals can be used for anything from an directory listing to actually putting together an entire ERP system to keep track of potential customers, order and replacement process management, to offering general sites and videos that act as a marketing engine, sales tool, operational tools for efficiency – everything must be in alignment with back up processes in the event of delays/issues.

Look at the auto and oil industry. These two industries have been utilizing global manufacturing and procurement on a global basis for as long as I have have been alive. you are correct, it is a matter of reverse engineering to portal to take into account any contingencies.

Now, one you have your systems in place, it is time to integrate the various marketing and sales tools into your processes so no leads are lost due to lack of integration, all notes on potential customers and every touch point should be noted to analyze the success of any given marketing campaigns or activities.

All this can be interfaced together to break down your business into the smallest components. .

]]> Comment on Optimizing the Service Supply Chain using Portals by Tom Mackinnon http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-78 Tom Mackinnon Tue, 13 Dec 2011 18:16:42 +0000 http://www.globalnowinc.com/?p=690#comment-78 Good job Bob. I would add that for companies with strictly service offerings (financial services companies for instance), the portal concept could also work - especially as a means to route customer service requests to the right parties. Too many financial companies, especially the large ones, give only lip service to customer service, and I am aware of exactly zero companies of this typ that offer any on-line customer service that is worth a darn. It would be interesting to look at the portal concept for services companies in more detail Good job Bob. I would add that for companies with strictly service offerings (financial services companies for instance), the portal concept could also work – especially as a means to route customer service requests to the right parties. Too many financial companies, especially the large ones, give only lip service to customer service, and I am aware of exactly zero companies of this typ that offer any on-line customer service that is worth a darn. It would be interesting to look at the portal concept for services companies in more detail

]]> Comment on Optimizing the Service Supply Chain using Portals by Quentin Owen http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-77 Quentin Owen Tue, 13 Dec 2011 17:40:02 +0000 http://www.globalnowinc.com/?p=690#comment-77 Maximizing shareholder value is all about captivating customers and making them irrationally loyal to your product or service. This requires satisfying customers at all points in the life cycle. Product failure support is rarely incorporated into the cost of revenue calculation, yet the cost of satisfying a customer's need is often inversely proportional to the level of customer satisfaction. If the cost is high, then the company may succumb to the pressure to minimally satisfy the customer. However, if the cost of supporting the customer is low due to streamlined portals and easy access to data by the customer and the customer response team, then a company can more easily justify the cost of maintaining excited customers that ensures high loyalty and satisfaction (equating to repeat business and/or referenceable accounts)...as long as the company can ensure timely resolution while providing good communication feedback to the customer. Notable companies good at this include Apple, Zagg, SquareTrade, and Amazon. Make it easy on the customer and give the customer more than s/he expects, and you have created a revenue event. Maximizing shareholder value is all about captivating customers and making them irrationally loyal to your product or service. This requires satisfying customers at all points in the life cycle. Product failure support is rarely incorporated into the cost of revenue calculation, yet the cost of satisfying a customer’s need is often inversely proportional to the level of customer satisfaction. If the cost is high, then the company may succumb to the pressure to minimally satisfy the customer. However, if the cost of supporting the customer is low due to streamlined portals and easy access to data by the customer and the customer response team, then a company can more easily justify the cost of maintaining excited customers that ensures high loyalty and satisfaction (equating to repeat business and/or referenceable accounts)…as long as the company can ensure timely resolution while providing good communication feedback to the customer. Notable companies good at this include Apple, Zagg, SquareTrade, and Amazon. Make it easy on the customer and give the customer more than s/he expects, and you have created a revenue event.

]]> Comment on Optimizing the Service Supply Chain using Portals by Dwight D. Moore http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-75 Dwight D. Moore Mon, 12 Dec 2011 23:19:51 +0000 http://www.globalnowinc.com/?p=690#comment-75 Good blog. Another way to look at portals of the past is "what can I can I push/sell to the customer" or "how can I get them to do my work". The new view is "how can I make this easier for the customer" or "what is it the customer needs from me so I can deliver excellent service". A company can say they are the best, but it's what your customer says that makes it real. Good blog. Another way to look at portals of the past is “what can I can I push/sell to the customer” or “how can I get them to do my work”. The new view is “how can I make this easier for the customer” or “what is it the customer needs from me so I can deliver excellent service”. A company can say they are the best, but it’s what your customer says that makes it real.

]]> Comment on Optimizing the Service Supply Chain using Portals by Native Communications | Using portals for supply chain agility http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-71 Native Communications | Using portals for supply chain agility Thu, 08 Dec 2011 18:21:07 +0000 http://www.globalnowinc.com/?p=690#comment-71 [...] Bob wrote a post “Optimizing the Service Supply Chain using Portals”.  [...] [...] Bob wrote a post “Optimizing the Service Supply Chain using Portals”.  [...]

]]> Comment on Optimizing the Service Supply Chain using Portals by Don Holloway http://www.globalnowinc.com/optimizing-the-service-supply-chain-using-portals#comment-70 Don Holloway Thu, 08 Dec 2011 17:57:53 +0000 http://www.globalnowinc.com/?p=690#comment-70 Bob, great post. I did my MBA at Lehigh University, and the have a center dedicated to supply chain research. I worked with some of the professors there, but never dove in too deeply. It sounds a bit silly, but I had never thought about aligning supply chain strategy to product lifecycles. It makes perfectly good sense that as a product moves from launch to retirement, you should have different supply chains. It then would seem to follow that your systems need to be agile enough to adopt those strategies. A well designed portal would be an excellent way to embrace both. Bob, great post. I did my MBA at Lehigh University, and the have a center dedicated to supply chain research. I worked with some of the professors there, but never dove in too deeply.

It sounds a bit silly, but I had never thought about aligning supply chain strategy to product lifecycles. It makes perfectly good sense that as a product moves from launch to retirement, you should have different supply chains. It then would seem to follow that your systems need to be agile enough to adopt those strategies. A well designed portal would be an excellent way to embrace both.

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