Week 4 CMC strat planning boom.docx Running Head CMC 1

week 4 CMC strat planning boom.docx  Running Head CMC      1                                                                                                                                                         MGMT615  Commercial Metals Company (CMC)- Strategic Planning  American Public University  MGMT615 D001 Spring 2021: Strategic Planning  Two Strategic Plans for Commercial Metals Company  There are many different strategic plans available for most businesses.  One that is important is improving customer service. With excellent customer service being defined as the ability to surpass the needs and expectations of the customer (Álvarez-García, & et. al. 2019). According to a report conducted by Oracle, approximately 85% of customers leave due to dissatisfaction with customer service (2012). That number is higher than expected and with most companies with some sort of competition, providing exceptional customer service could be the difference between At CMC, customer service begins with sales and it is sent to a project manager who ensures the products are manufactured and delivered with the constraints of the project.  Project managers tend to not deliver the customer service that CMCs mission and vision encourages. Many times, customers are calling the transportation team to determine, if or when, the materials are on their way. There is a lapse in customer service from when the products are ready, the sites are ready for delivery, and the logistics teams are informed of the impending need to deliver.