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The Process Gap between “Customer Relationship Management” and “Supply Chain Management”
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This 100 page paper reviews the need for an increased level of customer orientation in the commercial environment. The paper, written in the style of a dissertation looks at the gap between supply chain management and customer relationship management. The paper starts with an introduction and then traces the development of customer relationship management and the differing ways in which it may be implemented and the movement towards customer centric business models and consider difficulties in implementation. Primary research is then assessed to determine whether there is a link between firms adopting a customer orientation and profit and/or market share. The primary research demonstrates the difficulties of gaining value from CRM. The paper is based on data supplied by the student. The bibliography cites 80 sources.
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Pages:
100
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Filename:TS14_TECRMsupply.doc |
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Paper Title:
The Process Gap between “Customer Relationship Management” and “Supply Chain Management”
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