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Support & Service - Not Just Behind The Counter

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When I had originally written this article, I was still “gainfully employed” by a big retailer.  Since then, I’ve (obviously) been searching for a new EDI Gig and keeping abreast of all the news in the EDI world – especially in Retail EDI, since that’s where the background and experience comes from.

I’ve also “started” a new venture –a gift shop/store at a local “open air market” (aka Farmer’s Market) in the Palm Springs area.  And since things there are doing … well, pretty good so far … I’m thinking of going “brick and mortar” and starting a regular store in a real store front – not just on weekends, but 7 days a week and seeing how it goes and grows…

At Bear Necessities (what we’re calling the gift shop), we really strive to deliver great prices and excellent service.  We had a customer have an issue with an item and I went out of the way to order a new one and deliver it to the customer’s local place of business.  They were happy with that support.

 And service and support came to mind with all of the talk about the recently announced “merger” of two of the EDI world’s biggest players – GXS and Inovis.  So many fear that the relatively superior service and support from Inovis will slip with the mating of GXS, who is not known for exemplary support and service…

So, on with the original article and topics of support and service and the importance of it all…

 

3rd Party EDI Testing Services, Anyone?

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Earlier today I sat in on a webinar showcasing an EDI testing service designed to facilitate a retailer’s on boarding or ‘ramping’ process.  Being familiar with some of the initial work done in the industry around this concept I sat in and tried to be objective.  Compared to the ones I have known/read about/dealt with in the past the slight nuances to Direct EDI’s model in contrast to the others – seems like it is well designed, with intuitive interfaces, a good business model, etc.

Last Updated on Tuesday, 10 November 2009 09:25
 

Charge Backs – pro and con.

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In a recent article on RetailEDI.com, there was mention about “charge-backs” and ways to avoid them.  I’ve also touched on charge-backs before, and it’s something that I just have a difficult time understanding.

Don’t get me wrong – I know what it’s about.  If the vendor makes an error and it delays the processes of receiving or whatever, the retailer will charge them a fee – sometimes a flat dollar amount, sometimes a percentage of the item cost times the quantity, sometimes figured some other way.  But the fee is charged to the vendor and they’re expected to pay.  It may be deducted from the invoice for the shipment with the error, or applied to a different invoice, shipment or order.

 

Effective Retailer-Vendor Collaboration

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The editorial or “opinion” section of Jim Cantrell’s latest update email discussed retailer’s efforts to improve efficiencies and the pending collaboration with vendors that is likely to result. I was struck by Jim’s comment that “the silos of information are still there and in order for retailers to correct these problems they will have to look to collaborate more effectively…” and Jim’s comments couldn’t have come at a better time. My colleague, Deirdre James, and I are in the process of compiling a white paper relating to this very topic and the struggles vendors face when they attempt to comply with the onslaught of different requirements presented by their retail customers in the form of a Vendor Buying Agreement, or VBA. The VBA’s presented by most major retailers can rival a best-selling novel in terms of size, but since the read isn’t quite as compelling many recipients may find themselves giving it a quick “once over” rather than ensuring all departments dedicate the time and effort it merits if they are to remain profitable while serving such a customer.

 

Tools – and Getting the Most of Them

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I’ve written about this concept in other sites, but it really needs to be reiterated and covered in all places.  The reason it hit the head today and became a topic of thought and discussion was because of some … person … I was behind one day on the commute to work.

 
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