Marketing Logistics This Page Intentionally Left Blank Marketing Logistics Second edition Martin Christopher and Helen Peck AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Butterworth-Heinemann An imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 200 Wheeler Road, Burlington, MA 01803 First published 1997 Second edition 2003 Copyright © 1997 Martin Christopher, © 2003 Martin Christopher and Helen Peck. All rights reserved The right of Martin Christopher and Helen Peck to be identified as the authors of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988 No part of this publication may be reproduced in any material form (including photocopying or storing in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright holder except in accordance with the provisions of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London, England W1T 4LP. Applications for the copyright holder’s written permission to reproduce any part of this publication should be addressed to the publisher Permissions may be sought directly from Elsevier’s Science and Technology Rights Department in Oxford, UK: phone: (+44) (0) 1865 843830; fax: (+44) (0) 1865 853333; e-mail:
[email protected] You may also complete your request on-line via the Elsevier homepage (www.elsevier.com), by selecting ‘Customer Support’ and then ‘Obtaining Permissions’ British Library Cataloguing in Publication Data Christopher, Martin Marketing logistics. – 2nd ed. 1. Marketing – Management I. Title II. Peck, Helen 658.5 Library of Congress Cataloguing in Publication Data A catalogue record for this book is available from the Library of Congress ISBN 0 7506 5224 1 For information on all Butterworth-Heinemann publications visit our website at: www.bh.com Composition by Genesis Typesetting Limited, Rochester, Kent Printed and bound in Great Britain Contents Preface vii 1 The new market place The changing marketing environment Concentration of buying power The fragmentation of consumer markets The service-sensitive customer The sources of marketing advantage Key issues 1 2 7 9 14 16 21 2 Building customer relationships Customer retention strategies Relationships as partnerships Managing relationships in the marketing channel Defining customer service The components of customer service Managing the processes that drive the perfect order Key i