customer service

| MCM staff

Customer service remains the cornerstone of direct-to-customer operations, just as it did when Stanley J. Fenvessy wrote his classic guide to fulfillment

fenvessy on personnel

| MCM staff

Writing the Job Description As in most enterprises, the success of a fulfillment operation depends, in large part, on the quality of its people at all

talking heads

| MCM staff

“Has the recent downturn in Internet stocks affected your business?”I don’t believe we’ve been affected at all, to tell the truth. We see no signs of

Deluxe assortment

| Barbara Arnn

How does the expansion of Internet-based sales alter the picture of payment processing?It’s a money-colored thing Remember when you were a kid and you

PACKAGE INSERTS

| Shayn Ferriolo

Mailers say no to e-tailer inserts Catalogers prefer to stick with the programs of their peers With the Internet offering a viable new channel for remote

Tote Up the Tab

| Rama Ramaswami

Just as online retailers are getting the hang of the physical aspects of fulfillment, along comes another surprise: the sheer expense of the whole business.

Rack & Roll

| Rama Ramaswami

What’s trendy, up-to-the-minute, and to die for? A distribution center that’s equipped to the max for e-commerce, of course. Take a tour of SubmitOrder.com’s

Obedience Training

| Ron Hounsell

When customer satisfaction is at stake, it doesn’t pay to stand out from the crowd. How to ensure that vendors comply with performance requirementsThe

a hero’s task

| MCM staff

At least once in your life, you will be charged with setting up a sizable direct-to-customer fulfillment operation in a short time. If you’re in the dot-com