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I Changed My Mind
A study of product returns; how they can be managed to create opportunities and lower costs
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118 b
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I Changed My Mind I changed my mind is a case study aimed at §investigating backward chain management. §§Returns are often interpreted as negative §occurrences and can be §seen as the last block in a supply chain. However, §this study illustrates is that returns are a §great source for customer profiling and can lead to §an increase in market shares if managed correctly. §§This research focuses on getting a better §understanding of the dissatisfied customer s §actions to be able to prevent product §returns. Investigations are also made concerning the §internal processes on how product returns are §managed. In this case; how processes can be improved §to lower costs at the case company; Alfa. §§Enjoy your reading and see how your company can §prevent your customers from changing their minds.
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