Most companies have only been able to sell goods in one way. Now, with the Internet, a single site can offer many different transaction methods. But by networking smaller stores, retailers can replicate big-store advantages and offer shoppers greater convenience. But self-service can frustrate customers.
Smart players use technology to do more for the customer.
When Biogen received approval for a breakthrough drug for treating multiple sclerosis, it had to quickly get the product to market. So it circumvented the traditional supply chain and joined with partners to become a virtual manufacturer. The drivers of customer satisfaction vary greatly from country to country. But traditional customer surveys rarely uncover those variations. Now there's a better way.