The Right Path to SCM-CRM Integration

2009 ◽  
pp. 134-151
Author(s):  
Charlotte H. Mason ◽  
Aleda V. Roth
Keyword(s):  
Customer Service ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Key Factors ◽  
Financial Flows ◽  
Chain Management ◽  
Innovative Capability ◽  
Information Chain ◽  
The Right

Growing competitive pressures and escalating customer demands have led businesses to sophisticated information technology to manage costs and enhance revenues. Two popular initiatives are supply chain management (SCM) and customer relationship management (CRM). SCM focuses on optimizing the materials, information, services, and financial flows through a supply network. CRM focuses on marketing, sales, and customer service, and aims to maximize the value of customer relationships. Furthermore, the real potential lies in the integration of SCM and CRM. Disconnected implementations can result in IT “silos” with redundancies in hardware, software and staff, breaks in the information chain, and disappointing performance. There are different paths to integration. The right path depends on the organization’s relative maturity on 6 key factors: 1) interconnectivity, 2) interoperability of systems’ functionality, 3) information integrity, 4) interorganizational competence, 5) intellectual capital, and 6) innovative capability.

Prioritizing and Analyzing Demand Chain Management (DCM) Processes in Indian Retailing Using AHP

2017 ◽  
pp. 157-175
Author(s):  
Arun Kumar Deshmukh ◽  
Ashutosh Mohan
Keyword(s):  
Customer Service ◽  
Inventory Management ◽  
Service Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Chain Management ◽  
Demand Chain ◽  
Top Management Commitment ◽  
Demand Chain Management

The extant body of literature on demand chain management (DCM) is predominantly conceptual and unequivocal on how to implement it in a real business setting. Keeping the research gap into account, the study aims to identify and prioritize the DCM processes or variables in the context of Indian retailing. The data were collected using survey method using a structured questionnaire with Saaty (1980) scale. The method employed for analyzing the collected data was analytical hierarchy process or AHP. The results of the study have interesting implications for the industry vis-à-vis literature. Some quick measures revealed that the processes which are critical to implementation of DCM in retail context, in the order of importance, comprises supplier relationship management, customer relationship management assortment planning, top-management commitment and support, marketing orientation, information management, supply chain leagility, customer service management, category management, purchasing management, inventory management, and category tactics.

scholarly journals ANALISIS PROYEK APLIKASI COSTUMER RELATIONSHIP MANAGEMENT STUDY KASUS XYZ BODYCARE

2020 ◽  
Vol 4 (2) ◽  
pp. 87
Author(s):  
Irma Suryani ◽  
Fadila Andini ◽  
Ricky Firmansyah
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Work Breakdown Structure ◽  
The Right ◽  
The Cost ◽  
System Project ◽  
Service Building

Aplikasi Customer Relationship Management (CRM) adalah salah satu dari aplikasi Teknologi Informasi yang merupakan aplikasi strategi bisnis untuk memilih dan menjaga customer, dapat mengoptimalkan nilai jangka panjang, dapat menyimpan filosofi customer centric business dan budaya untuk mendukung efektifitas marketing, sales dan proses servis. Membangun aplikasi Customer Relationship Management (CRM) yang baik harus mengikuti prosedur proyek yang benar yaitu didahului dengan pembuatan proposal untuk menguraikan semua keperluan yang akan diimplementasikan pada pembuatan aplikasi dimaksud. Pada penulisan ini penulis meyusun proposal Aplikasi Customer Relationship Management untuk Xyz BodyCare yang diuraikan secara rinci tentang Ruang lingkup aplikasi yang akan dibangun (Scope), fungsi-fungsi yang akan dibuat yang digambarkan dengan Work Breakdown Structure (WBS), jadwal pelaksanaan , sumber daya , rencana biaya , analisis risiko dan bentuk perubahan manajemen bila aplikasi tersebut siap dioperasikan. Proposal ini diharapkan mampu memberikan masukan untuk membangun aplikasi Customer Relationship Management (CRM) tersebut dan akan diusulkan pada Xyz BodyCare untuk dapat dipakai dan diterapkan. Kata kunci: Analisa Proyek Sistem; Customer Relationship Management; CRM; Sistem Informasi; Xyz BodyCare Abstract: Customer Relationship Management (CRM) Application is one of the application in IT wich is as the bussiness strategy to choose and keep customer, and it can optimize long Term value, it can save the philosopy of customer centric bussiness and culture to support the effectivity of marketing , sales and the process of customer service. Building the good aplication of Customer Relationship Management (CRM) should follow the right procedure project, which preceded by making the proposal to devide all stuffs that implemented and connected to the process of making the aplication. In this text writer arrange the proposal of application in Customer Relationship Management (CRM) for Xyz BodyCare which devided in detail about the scope of the application that built. The funtions that will be created described by the Work Breakdown Structure (WBS), the schedule, the source, the cost, the analysis of the risk, and the form of management change when the application is ready to operate.This proposal expected to be able to provide input to built the application of Customer Relationship Management (CRM) and will be prosposed to Xyz BodyCare to be used amd applied. Keywords: System Project Analysis; Customer Relationship Management; CRM; Sistem Informasi; Xyz BodyCare

Logistics and supply chain management: The importance of integration for business processes

2017 ◽  
Vol 5 (4) ◽  
pp. 73 ◽  
Author(s):  
Izwan Azmi ◽  
Norlida Abdul Hamid ◽  
Md Nasarudin Md Hussin ◽  
Nik Ibtishamiah Ibrahim
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Customer Service ◽  
Service Management ◽  
Business Processes ◽  
Demand Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Customer Service Management

This conceptual paper outlines the importance of integration in supply chain management (SCM) by linking the functions of logistics as it applies in strategic business process. Often, business processes are developed at the strategic level but are never identified precisely in logistics or in SCM. Strategic business processes like Customer Relationship Management (CRM), Supplier Relationship Management (SRM), Customer Service Management (CSM) and Demand Management are not directly linked to logistics or SCM. This paper identifies the literature that expressed the importance of integration and how business processes can be relevant in the execution of key logistics activities in the supply chain context.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON

2017 ◽  
Vol 18 (3) ◽  
pp. 42-69 ◽  
Author(s):  
GISELA DEMO ◽  
ELUIZA ALBERTO DE MORAIS WATANABE ◽  
DANIELLE CHRISTINE VASCONCELOS CHAUVET ◽  
KÉSIA ROZZETT
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
External Validity ◽  
Cultural Context ◽  
Relationship Management ◽  
The United States ◽  
Customer Relationship ◽  
Measurement Instruments ◽  
Cross Sectional Survey ◽  
Cross Sectional

ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.

scholarly journals The influence of bank employees on bank customer relationship management

2007 ◽  
Vol 7 (1) ◽  
Author(s):  
C. Rootman ◽  
M. Tait ◽  
J Bosch
Keyword(s):  
South Africa ◽  
South African ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Providers ◽  
Relationship Management ◽  
Primary Objective ◽  
Customer Relationship ◽  
Positive Attitudes ◽  
Bank Employees

Purpose: Despite extensive research in services marketing, much is still unknown to specific service providers on the influence of their employees on their services. This paper attempts to address this limitation and investigates the influence of employees on the customer relationship management (CRM) of banks. The primary objective of this paper is to investigate the influence of selected independent variables, namely attitude and knowledgeability, on the CRM of banks.Design/Methodology/Approach: An empirical investigation was conducted with a structured questionnaire with items that related to banks' CRM in terms of attitude and knowledgeability. The sample consisted of 290 banking clients in the Nelson Mandela Metropolitan area and the response rate was 91.03%. Findings: Significant positive relationships exist between both the knowledgeability, and attitude of bank employees and a bank's CRM. These relationships imply that more extensive knowledgeability and more positive attitudes of bank employees lead to improved, maintained relationships between a bank and its clients. Employees play an important role in banks’ client relationships. Implications: Banks should focus on increasing their employees' knowledgeability and improving their attitude to ensure higher levels of CRM. This paper provides strategies for banks and could create greater awareness among South African banks of the advantages of CRM, how their employees influence their CRM, and ways to adapt to these influences. Originality/Value: No study has focused exclusively on CRM within banks in South Africa. Prior research focused on customer service and service quality; both possible results of superior CRM. However, this research differs, as it identifies the variables influencing CRM in banks in South Africa. It is proposed that this paper will be beneficial for South African banks, as the recommendations may be used to ensure higher levels of CRM in banks.

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

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.

Modern 3PL Services in China: The Role of Trust

2009 ◽  
Vol 10 (2) ◽  
pp. 103-135
Author(s):  
Paul Ghijsen ◽  
Janjaap Semeijn ◽  
Amy Wang
Keyword(s):  
Customer Service ◽  
Positive Influence ◽  
Customer Relationships ◽  
Service Performance ◽  
Customer Relationship ◽  
Social Connections ◽  
Mediating Role ◽  
Business Operations ◽  
Relationship Outcomes

The purpose of this research is to provide an understanding of the contemporary 3PL market in China. This study links trust, IT and 3 PL usage and customer relationships. Also, the importance of social connections in business operations is highlighted. The manuscript shows the influence of trust, IT and 3PL usage on customer service performance, and its consequence for satisfaction and loyalty. 3PL usage appears to have a positive influence on service performance. Furthermore, service performance improves the customer relationship outcomes, in terms of satisfaction and loyalty via trust. Trust seems to have a mediating role.

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