The Integration of Supply Chain Management and Customer Relationship Management

2004 ◽  
pp. 57-69 ◽  
Author(s):  
Alexander H. Kracklauer ◽  
D. Quinn Mills ◽  
Dirk Seifert ◽  
Michael Barz
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

The effects of customer relationship management, human resource competence and internal control systems on the effectiveness of supply chain management in the Indonesian public sector

2021 ◽  
Vol 9 (3) ◽  
pp. 595-602 ◽  
Author(s):  
Widia Astuty ◽  
Zufrizal Zufrizal ◽  
Fajar Pasaribu ◽  
Sri Rahayu
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Human Resources ◽  
Control Systems ◽  
Customer Relationship Management ◽  
Internal Control ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Internal Control System

The purpose of this research is to empirically examine the factors that influence effectiveness of supply chain management by investigating the role of the variables of the customer relationship management, human resource competence, and the organization’s internal control system. The research method used is explanatory research and the type of research is verification. The research instrument was tested through the validity and reliability of the data. Furthermore, inferential data analysis using SEM-PLS statistics. The results found that the factors that affect the effectiveness of supply chain management were customer relationship management, competence of human resources affects the effectiveness of supply chain management, and internal control system. The results are useful for providing and utilizing various forms and means of communication and for managing the customer relationship, developing human resources, and updating control systems continuously in public organizations.

scholarly journals Integrated Green Supply Chain (GSC) Adoption Model, MENA Developing countries Empirical Study

2021 ◽  
Vol 04 (05) ◽  
Author(s):  
Hany Hanna ◽  
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Relationship Management ◽  
Significant Relationship ◽  
Relationship Management ◽  
Customer Relationship ◽  
Green Supply Chain Management ◽  
Green Supply Chain ◽  
Chain Management ◽  
Supplier Relationship

Green supply chain management is attracting attention as a way to decrease the adverse environmental effects of industries worldwide. GSCM practices are considered as environmentally friendly practices, which include water efficiency, energy efficiency, waste management, environment conservation, recycling and reuse, toxic substance management and hazardous and optimization of transportation. However, considering the context of an emerging economy, green supply chain management is still in its inception and has not been widely embraced yet. In this research, the researcher demonstrated the important and the impact of Technology-Organization-Environment (TOE) dimensions, firm practices and supply chain practices on the supply chain practices and the green supply chain adoption and the Supplier Relationship Management and Customer Relationship Management. This research aims to develop and understand a framework for different drivers and barriers that affect the green supply chain adoption in the process as well as identifying the role of TOE dimensions in enhancing the process. In this research, the researcher tried to provide a critical review and identify gaps in the literature related to GSCM, its drivers and barriers, GSCM adoption, and the TOE dimensions, develop an appropriate research methodology to collect and analyze data to address the research question. Empirically examine how all of the variables of the research are statistically related which are Customer Relationship, Supplier Relationship, Supplier Selection, Internal collaboration, Top Management Support, Green Supply Chain Management, Coercive Pressure, Normative Pressure, Mimetic Pressure, Market Pressure, Green purchasing, Barrier for GSCM, and Drivers for GSCM using the statistical tools. Critically discuss findings of current research, compare them to prior findings within the literature, Highlight the theoretical contributions and practical implications of the study, and identify limitations and areas for future research. The deduction approach has been utilized in this research as well as the quantitative method using structured questionnaire has been collected from 405 respondents. The research indicated that there is significant relationship between the environmental, organizational, and Technological dimensions and firm practices and supply chain practices, there is significant relationship between drivers, barriers and firm practices and supply chain practices and the green supply chain adoption. There is significant relationship between Green Supply Chain Adoption and both Supplier Relationship Management and Customer Relationship Management.

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