EXPLORING THE SYNERGIES BETWEEN CUSTOMER SERVICE, SERVICE FAILURE, SERVICE RECOVERY, AND CUSTOMER RELATIONSHIP MANAGEMENT FOR ENHANCED SUPPLY CHAIN EFFICIENCY

The study was aimed at exploring the synergies between customer service, service failure, service recovery strategies and customer relationship management for enhance supply chain efficiency. Relevant scholarly articles on these concepts were adequately reviewed to find out how they enhance supply chain efficiency. From the extant literature, customer service is referred to the level of service organizations offer to their customer, while service failure is the performance that fails to meet a customer’s expectations. To compensate for the service failure, extant literature explained service recovery strategies as all the techniques deployed by organizations to right all the wrongs in trying to make sure that unsatisfied customers are pacified from an unpleasant customer service they experienced and to also regain their loyalty. Lastly, from extant literature, customer relationship management is the total utilization of organizational practices, strategies, and technologies to manage and analyze customer interactions and data through the customer lifecycle. The study found out that supply chain efficiency is enhanced by these concepts in several ways. Firstly, an organization only thrives when there is effective customer service, as it will foster better communication and collaboration between different entities within the supply chain. By having a clear understanding of customer needs and preferences, organizations can align their operations more efficiently with their supply chain partners leading to reduced delays and disruptions. Furthermore, order processing are automated in real-time, this helps order tracking systems accuracy and fulfillment speed, reducing lead times and enhancing overall customer satisfaction