Exercuse 22. CRM and SCM

CRM (customer relationship management) The sales and marketing function is responsible for selling the organization’s products or services. It helps to identify the customers for the firm’s products or services, determining what customers need or want, planning and development products and services to meet their needs, and advertising and promoting these products and services, It also concerned with contacting customers, selling the products and services, taking orders and following up on sales. Many companies are turning to deploying CRM systems to maximize the benefits of their customer assets and capitalize the relationship with end consumers. CRM strategy will entail some form loyalty management systems which allows consumers to enter some data from various touch points (websites, SMS, retail POS); and by consolidating and analyzing the data, and then process them into the business intelligence required by business managers.

SCM (supply chain management) is the process of planning, implementing and controlling the operations of the supply chain with the purpose to satisfy customer requirements as efficiently as possible.

e-SCM is the application of information and communication technologies to form a seamless path for the smooth delivery of goods and products from suppliers, manufactuers, distributoers and retailers int othe hands of customers

Reference

Bartz., T (2006) User customization : Utilizing Content Management Systems to efficiently organize user group content. Thesis publication for research at Kent State University. Retrieved on May 18, 2009 at http://www.personal.kent.edu/~tbartz/portfolio/masters.pdf

Fill C & Fill K (2005) Business to Business Marketing – Relationships, Systems and communications, Prentice Hall

Kim, B (2005) Mastering Business In Asia – Supply Chain Management. Pp. 83-86. John Wiley & Sons

Laudon & Laudon (2006), “Management Information System, Managing The Digital Firm, 9th Edition”, Pearson Education

Ozer, M (2005) Online Business: tailoring your business environment in order to compete. Department of Management, City University of Hong Kong. Published by Elsevier.