The SCM, CRM Information System, and KM – An Integrating Theoretical View

2017 ◽  
pp. 239-254
Author(s):  
Kaouther Jridi ◽  
Dhouha Jaziri-Bouagina ◽  
Abdelfattah Triki
Keyword(s):  
Information System ◽  
Supply Chain ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Sales Force ◽  
Customer Relationship ◽  
Crucial Aspect ◽  
Chain Management ◽  
Sales Force Automation ◽  
The Impact

Many researchers have treated the sales force automation (SFA) and acknowledged its benefits for the company. However, very few of them have considered the SFA as an effective tool of customer relationship management. Hence, this present chapter aims to advance a new theoretical and managerial vision where the SFA is revisited through the consideration of the customer relationship management but also, by scrutinizing its key role through the knowledge management to optimize the commercial function as a crucial aspect of the supply chain management. Particularly, the impact on the sellers' performance will be discussed. In this case, the commercial function is concerned as a partial supply chain.

scholarly journals System design of blood supply chain management based on Supplier Customer Relationship Management (SCRM) approach

2018 ◽  
Vol 154 ◽  
pp. 01086 ◽  
Author(s):  
Zuhdi Allamsyah ◽  
Agus Mansur
Keyword(s):  
Information System ◽  
Supply Chain ◽  
Blood Supply ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
System Technology ◽  
Chain Management ◽  
Blood Supply Chain ◽  
Morphological Chart

Blood supply chain management is very complex system. By considering blood’s demand that characterized as stochastic, therefore information and communication among stakeholders are considered as important cycle in supply chain. This research is objected to design interactive communication model based on information technology with android as platform to create effective customer-supplier relationship to support Customer Relationship Management or better known as CRM. The methods that suggested in designing its information system are Quality Function Deployment (QFD) approach, Kano Model and Morphological Chart. From mentioned methods, attributes of design and specification priorities of purposed android system technology design are established. Attributes of design will be adjusted with customers’ requirements derived from customer voice that will further be integrated with technical responds in QFD. Technical responds will provide priorities on each design’s attribute of android information system and will be forwarded to the specifications determination by using morphological chart. Later, work flow of design system will be generated by using Data Flow Diagram (DFD). The result of the research will demonstrate the design of information system technology based on android that already adjusted with the requirement of donors as means of communication between suppliers and customers in blood supply chain.

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 Hidden Minefields in the Adoption of Sales Force Automation Technologies

2002 ◽  
Vol 66 (3) ◽  
pp. 98-111 ◽  
Author(s):  
Cheri Speier ◽  
Viswanath Venkatesh
Keyword(s):  
Customer Relationship Management ◽  
Management Strategies ◽  
Relationship Management ◽  
Voluntary Turnover ◽  
Sales Force ◽  
Customer Relationship ◽  
Job Fit ◽  
Sales Force Automation ◽  
Person Organization Fit ◽  
Automation Tools

Sales force automation technologies are increasingly used to support customer relationship management strategies; however, commentary in the practitioner press suggests high failure rates. The authors use identity theory as a lens to better understand salesperson perceptions associated with technology rejection. They collected survey data from 454 salespeople across two firms that had implemented sales force automation tools. The results indicate that immediately after training, salespeople had positive perceptions of the technology. However, six months after implementation, the technology had been widely rejected, and salesperson absenteeism and voluntary turnover had significantly increased. There were also significant decreases in perceptions of organizational commitment, job satisfaction, person–organization fit, and person–job fit across both firms. Finally, salespeople with stronger professional commitment indicated more negative job-related perceptions as experience with the technology increased.

Reconceptualizing the meaning and domain of marketing knowledge

2003 ◽  
Vol 7 (4) ◽  
pp. 124-135 ◽  
Author(s):  
Sangphet Hanvanich ◽  
Cornelia Dröge ◽  
Roger Calantone
Keyword(s):  
Supply Chain ◽  
Product Development ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Economic Rent ◽  
Chain Management ◽  
Marketing Innovation ◽  
Knowledge Based ◽  
Predictive Validation

The knowledge‐based view of the firm suggests that knowledge is the firm’s key resource for creating and sustaining economic rent. This perspective raises an important question for marketers: What is marketing knowledge? We argue first that marketing knowledge resides in three key marketing processes: product development management, customer relationship management, and supply chain management. Second, we argue that marketing knowledge is the extent of understanding of these three marketing processes, an extent which can be measured by evaluating awareness of factors, control of factors, and application of knowledge in new markets. We empirically test this conceptualization of marketing knowledge and, as a predictive validation, examine its relationship with marketing innovation.

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.

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