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A SCM framework to describe CRM

P.D.D., Dominic and P., Parthiban and K.N., Goh (2008) A SCM framework to describe CRM. In: 2008 International Conference on e-Learning, e-Business, Enterprise Information Systems, and e-Government, EEE 2008, 14 July 2008 through 17 July 2008, Las Vegas, NV.

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Abstract

In the age of customer delivering quality service is considered an essential strategy for success and survival in today's competitive environment. In order to improve the internal processes of a company, people are turning to Supply Chain Management (SCM) to get the next breakthrough in performance. The objective of any SCM system is to provide all customers with the level of service they require and as budget is not limited, there is need to prioritize services. This paper proposes a SCM framework for describing Customer Relationship Management (CRM) through quality of customer service performance. The key message from this paper is that the quality of customer service performance depends upon the skill for which the logistic system is designed and managed.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Competitive environments; Composite service index; Critical value analysis; Customer relationship management; Customer services; Key messages; Level of services; Quality services; Scm systems; Supply-chain managements; Customer satisfaction; E-learning; Electronic commerce; Government data processing; Information systems; Internet; Logistics; Multimedia systems; Public relations; Sales; Supply chains; Value engineering; Supply chain management
Subjects:Q Science > Q Science (General)
Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Departments / MOR / COE:Departments > Computer Information Sciences
ID Code:162
Deposited By: Kim Nee Goh
Deposited On:24 Feb 2010 14:41
Last Modified:19 Jan 2017 08:26

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