Customer Relationship Management And Supply Chain Management Flashcards
Customer relationship management
●Customer relationship management (CRM) is an approach to manage a company’s interaction and relationship with current and potential customers.
Customer relationship management
●Customer relationship management (CRM) is an approach to manage a company’s interaction and relationship with current and potential customers.
Managing a portfolio of relationships
●Customer acquisition
●Customer retention (Benefits of high quality customer relationships)
●Customer divestment
Data consolidation - collaborative CRM
Collaborative CRM
o Connects data from multiple touch points
o Provides 360-Degree view of customers
o provides the data infrastructure for CRM systems
Load
ANALYTICAL CRM
Tools
- data mining
- on line analysis;typical processing
- product popularity
- inventory management -> demand forecasting
- retention ratio
- Chain ratio
Operational CRM
- customer facing applications
- customer touching applications
Supply chains
is the flow of materials, information, and money from raw material suppliers, through factories and warehouses, to the end customers
Supply chain management
1) upstream: raw material procurement. Payment transportation
2) internal: manufacturing, labour, payment, product schedule, material resource planning
3) downstream: distribution, packaging, delivery
Support information flow
supply chain connectivity, integration and information sharing
◦Electronic Data Interchange (EDI) ◦Web Services (T.G 3) ◦Blockchain
● Emerging technologies that support or change the material flows:
◦3D printing (even more disruptive than Internet); Drones; Robotics
EDI
The transfer of structured data, by agreed message standards, from one computer system to another without human intervention
PROS and CONS of EDI
PROS
Minimizes paper usage and
storage
◦Minimize data entry errors ◦Reduces cycle time
◦Enhance competitive advantage
CONS
• Expensive
• inflexible
