A SCM framework to describe CRM
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 perform...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://scholars.utp.edu.my/id/eprint/162/ http://scholars.utp.edu.my/id/eprint/162/1/paper.pdf |
| Summary: | 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.
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