Customer relationship management

The impact of customers on supply chain strategy and on the corresponding supply chain processes has been subject to extensive analysis in our study. Due to the general orientation of this framework, moving from the customer backwards (cf. Christopher et al. 2006), the role of customers, their characteristics, demands and requirements, as well as their implications for the setup of the entire supply chain have been widely considered. 

However, what has been lacking so far in the deliberations undertaken is a method that actually supports the structured management of customers. For this reason, the concept of customer relationship management (CRM) is introduced. Nevertheless, owing to the fact that this topic traditionally belongs primarily to marketing research, it will only be addressed briefly here. 

Showing the relevance of CRM for the supply chain context, the Global Supply Chain Forum (GSCF) has set CRM as the first of eight identified key processes of supply chain management (Cooper et al. 1997). Here, CRM is seen as a means to provide a structure for the development and maintenance of the relationship with the customer (Croxton et al. 2001). 

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Customer terms conditions Customer contribution margins Customer Relationship Management and Customer Service Collaboration and negotiation, RFP processes... 

Irrespective of the implementation approach, consolidating ERP systems will be the single most important topic for companies wanting to create a viable platform for IT investments that will finally start to fulfill the promises offered by tools such as CRM (Customer Relationship Management). 

Gronroos C. 2000. Service Management and Marketing A Customer Relationship Management Approach, 2d ed. West Sussex, England Wiley. 

Peppers, D., The One To One Manager Real-world Lessons in Customer Relationship Management, Currency Doubleday, New York, 1999... 

Being able to understand and anticipate the needs of the customer will be imperative in the new competitive MPF market. All leading MPF service providers will emphasize closer customer relationships as one of their priorities, and will employ modern IT systems to support customer relationship management. 

Customer Relationship Management As more employment and financial details can be collected from the Web, it helps to build better customer relationship management. Consumer databases help providers to better respond to customer needs. Providers can cost-effectively provide higher degrees of customization and personalization, and thus offer better products to their customers. 

Interaction Points 2.3.1. Contracts Management Supplier Relationship Management Customer Relationship Management Product Configuration Management Product Data Management... 

Manufacturers typically differentiate themselves from competitors along the three major business functions through which they add value for their customers. Customer relationship management... 

So companies must remember to keep the customer at the focus of the decisions and solutions. Systems must be based on processes and technology that allow for simplified customer relationship management. General Electric has over 200,000 products across 80-H industries but only one number to call with a question, problem, concern whether it is about a jet engine, MRI machine, or a lightbulb. . . and they do this 24 hours a day, 7 days a week, 365 days a year. The systems must be open and easily integrated. The news is that this version of the future is available with technology today (and it will only get better and cheaper and easier). 

Anton, J. (1996), Customer Relationship Management, Prentice HaU, Upper Saddle River, NJ. Blanding, W. (1991), Customer Service Operations The Complete Guide, Amacon, New York. 

Customer relationship management Customer service management Demand management Order fulfillment Manufacturing flow management Procurement... 

Coordinate with customer relationship management to identify customer articulated and unarticulated needs... 

Critical path (CP) rule, 1722, 1724 CRM, see Customer relationship management CRN technique, see Common random numbers technique... 

Customer-driven organizations, 1797 Customer-driven quality results, 1805 Customer knowledge, 1962 Customer management, 637 Customer orders, 329-331 Customer relationships, 1962-1963 as aspect of lean production, 557 Baldrige criteria for, 1963 globalization and changes in, 1888 Customer relationship management (CRM), 14, 34, 35... 

Relations (relationship database model), 80 Relationships. See also Partnerships in business model, 34, 46, 48-49 coworker/intragroup, 1220 customer, 1962-1963. See also Customer relationship management (CRM) manufacturer/retailer, 781 quality of, 1797... 

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