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Customer Relationship
Management and Supply
Chain Management
[about business]
induPlast
11.
1
Defining Customer
Relationship Management
Customer Relationship
Management (CRM)
Customer Touch Points
Data Consolidation
Customer Relationship
Management (CRM)
Customer Relationship Management
(CRM)
Lifetime value
Customer churn
CRM Strategy versus CRM Systems
Low-end CRM Systems versus High-end CRM
Systems
Data Consolidation
360-degree view
Collaborative CRM
11.
2
Operational Customer
Relationship Management Systems
Operational CRM Systems
Customer-Facing Applications
Customer-Touching
Applications
Customer-Facing Applications
Marketing
Cross selling
Up selling
Bundling
Customer-Touching
Applications
Search and Comparison Capabilities
Technical and Other Information and
Services
Customized Products and Services
Personalized web pages
FAQs
E-mail and Automated Response
Loyalty Programs
11.
3
11.
4
[about business]
Mobile CRM at
Nutricia
11.
5
Supply Chains
Supply Chain
Supply Chain Visibility
The Structure and
Components of Supply Chains
11.
6
Supply Chain
Management
Five Basic Components of SCM:
Interorganizational Information
Systems (IOS)
The Push Model versus the Pull
Model
Problems along the Supply Chain
Solutions to Supply Chain Problems
Plan
Source
Make
Deliver
Return
Interorganizational
Information Systems (IOS)
Enable the partners to perform the following:
Reduce the costs of routine business transactions
Improve the quality of the information flow by reducing or
eliminating errors
Compress the cycle time involved in fulfilling business
transactions
Eliminate paper processing and its associated inefficiencies
and costs
Make the transfer and processing of information easier for
users
Pull Model
make-to-order
Demand forecast
Bullwhip effect
[about business]
Airbus Moves to a
Smart Supply
Chain
11.
7
Extranets
Virtual Private Network (VPN)
A Company and Its Dealers,
Customers, or Suppliers
An Industrys Extranet
Joint Ventures and Other Business
Partnerships