Supply Chain Management, Customer Relationship Management and Knowledge Management
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Discuss About the three terms Supply Chain Management (SCM), Customer Relationship Management (CRM) and Knowledge Management (KM) Talking about the difference between CRM and Sales Force Automation (SFA) Identify how the Information, Material and Financial flows go through the SCM Interactions
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Supply Chain Management, Customer Relationship Management and Knowledge Management
- 1. SCM & CRM & KM UpekhaVandebona upe.vand@gmail.com
- 2. CRM can help an organizations to achieve competitive advantage over existing competition as well as avoid threats from new entrants coming to the industry. HOW? 2011
- 3. Identify your best customer. Can provide Loyal cards, Discounts, Point system. Have a record of all contacts a customer should have with the company in an easily accessible form. Customize/personalize products and services based on detailed knowledge of customer wants, needs and buying habits. 2011
- 4. SFA is often used interchangeably withCRM. SFA focuses on the beginning of the sale cycle: prospecting, initial contacting, courting and the first sale. After this the CRM solution takes over and begins to manage customers that are placed in the system from an SFA.
- 5. An SFA attracts new customers and then the CRM solution takes over and ensures that those customers remain clients. 2014 – 3 c) and 2012 – 2 c) read the answers
- 8. Supply chain management(SCM) is the control of the supply chain as a process from supplier to manufacturer to wholesaler to retailer to consumer. SCM flows can be divided into three main flows: The product flow The information flow The finances flow 2013
- 9. Supply chain management involves coordinating and integrating these flows both within and among companies. There are essentially three goals of SCM: to reduce inventory, (with the assumption that products are available when needed) to increase the speed of transactions with real- time data exchange, to increase revenue by satisfying customer demands more efficiently.
- 11. Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organizational knowledge. Knowledge management systems refer to any kind of IT system that stores and retrieves knowledge, improves collaboration, locates knowledge sources, mines repositories for hidden knowledge, captures and uses knowledge, or in some other way enhances the KM process.
Editor's Notes
- Salesforce management systems (aka. sales force automation systems (SFA)) are information systems used in customer relationship management (CRM) marketing and management that help automate some sales and sales force management functions.
- The product flow includes the movement of goods from a supplier to a customer, as well as any customer returns or service needs. The information flow involves transmitting orders and updating the status of delivery. The financial flow consists of credit terms, payment schedules, and consignment and title ownership arrangements. http://searchmanufacturingerp.techtarget.com/definition/supply-chain-management There are two main types of SCM software: planning applications and execution applications. Planning applications use advanced algorithms to determine the best way to fill an order. Execution applications track the physical status of goods, the management of materials, and financial information involving all parties. Some SCM applications are based on open data models that support the sharing of data both inside and outside the enterprise (this is called the extended enterprise, and includes key suppliers, manufacturers, and end customers of a specific company). This shared data may reside in diverse database systems, or data warehouses, at several different sites and companies. By sharing this data "upstream" (with a company's suppliers) and "downstream" (with a company's clients), SCM applications have the potential to improve the time-to-market of products, reduce costs, and allow all parties in the supply chain to better manage current resources and plan for future needs.