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: | , , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2008
|
| Subjects: | |
| Online Access: | http://scholars.utp.edu.my/id/eprint/162/ http://scholars.utp.edu.my/id/eprint/162/1/paper.pdf |
| _version_ | 1848658926815412224 |
|---|---|
| author | P.D.D., Dominic P., Parthiban K.N., Goh |
| author_facet | P.D.D., Dominic P., Parthiban K.N., Goh |
| author_sort | P.D.D., Dominic |
| building | UTP Institutional Repository |
| collection | Online Access |
| description | 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.
|
| first_indexed | 2025-11-13T07:22:18Z |
| format | Conference or Workshop Item |
| id | oai:scholars.utp.edu.my:162 |
| institution | Universiti Teknologi Petronas |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-13T07:22:18Z |
| publishDate | 2008 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | oai:scholars.utp.edu.my:1622017-01-19T08:26:41Z http://scholars.utp.edu.my/id/eprint/162/ A SCM framework to describe CRM P.D.D., Dominic P., Parthiban K.N., Goh Q Science (General) QA75 Electronic computers. Computer science 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. 2008 Conference or Workshop Item NonPeerReviewed application/pdf en http://scholars.utp.edu.my/id/eprint/162/1/paper.pdf 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. http://www.scopus.com/inward/record.url?eid=2-s2.0-62649119709&partnerID=40&md5=325a07e69a29331a239a2bc12a47cf10 |
| spellingShingle | Q Science (General) QA75 Electronic computers. Computer science P.D.D., Dominic P., Parthiban K.N., Goh A SCM framework to describe CRM |
| title | A SCM framework to describe CRM
|
| title_full | A SCM framework to describe CRM
|
| title_fullStr | A SCM framework to describe CRM
|
| title_full_unstemmed | A SCM framework to describe CRM
|
| title_short | A SCM framework to describe CRM
|
| title_sort | scm framework to describe crm |
| topic | Q Science (General) QA75 Electronic computers. Computer science |
| url | http://scholars.utp.edu.my/id/eprint/162/ http://scholars.utp.edu.my/id/eprint/162/ http://scholars.utp.edu.my/id/eprint/162/1/paper.pdf |