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Topic 9 : SCM and CRM - Coggle Diagram
Topic 9 : SCM and CRM
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Operational CRM Systems
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Benefits
- Efficient, personalized marketing, sales, and servic
- A 360-degree view of each customer
- The ability of sales and service employees to access a complete history of customer interaction with the organization, regardless of the touch point
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Analytical CRM Systems
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create statistical model of customer behaviour and value of customer relationships over time as well as forecasts about acquiring, retaining, and losing customers
Concepts of SCM
Supply Chain : the flow of materials, information, money and services from raw material suppliers, through factories and warehouses to the end customers
Supply Chain Management System : a type of interorganizational information system (IOS) in which information flows among two or more org.
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Concept of CRM
CRM refers to the methodologies and software tools to leverage customer information to achieve the following:
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