SPEND A DAY IN THE LIFE OF YOUR CUSTOMER
Classic article from the Harvard Business Review by Frederick D. Sturdivant and Francis S. Gouillart. Makes the case that companies can learn much that is profitable by not just listening to customers but watching what they do. Read Article

MAKE YOUR DEALERS YOUR PARTNERS
Caterpiller, Inc., claims an executive, believes "The quality of relationship with its dealers is much more important than contractual agreements, techniques, and tactics that make the relationship work on the surface. What matters is mutual trust. Share gain as well as pain. Strive for continuity and consistency in policies. Communicate constantly."
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THE PROMISE OF CHANNEL STEWARDSHIP
In this interview with "Working Knowledge," a publication of Harvard Business School, marketing professor Kash Rangan sketches the basics of his new management process, channel stewardship, and suggests how good stewards create advantage for their channel partners and themselves. Read Article

THE SUPPLY CHAIN MANAGEMENT INSTITUTE
Increasingly, supply chain management is being viewed not as a business function but as a business approach to transcend traditional functional boundaries. The Institute offers educational materials and courses that help companies with the procedural complexities of SCM. The Institute is aligned with the Global Supply Chain Fourm at Ohio State University's Graduate Business School. Read Article