Customer Management

Research output: Chapter in Book/Published conference outputChapter


In this chapter, we introduce customer management in supply chains. First, we discuss who the customers are in a supply chain, especially from a focal firm’s perspective. Then, we introduce the importance of understanding customers, the benefits of building a customer-centric supply chain, and a five-stage process of developing a customer-centric supply chain. We also demonstrate two important methods for understanding and segmenting customers, including cohort analysis and RFM analysis. Finally, clustering algorithms that can be used to effectively classify and segment customers are introduced, such as K-means, DBSCAN, and Gaussian Mixture.
Original languageEnglish
Title of host publicationSupply Chain Analytics Concepts, Techniques and Applications
PublisherPalgrave Macmillan
ISBN (Electronic)9783030922245
ISBN (Print)9783030922238
Publication statusPublished - 8 Apr 2022


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