Module 6

Customer Relationship Management

CRM

approach to manage company’s interaction and relationships with current and potential customers

Customer Centric

main objective is to better serve the customer

What can a Churn Analysis do?

it can further the root/cause analysis

What are the major components of a CRM system?

Supply Chain

flow of materials, information, money from raw material suppliers through factories and warehouses to end customers

Uni-Directional vs. Bi-Directional

Uni: upstream —> internal —> downstream

Bi: upstream <-–> internal <—> downstream

• products can be returned for bi-directional

Supply Chain in Services

some may have information, material, and money flows

some may only have information and money flows

Support Information Flow

Supply chain connectivity, integration, and information sharing

EDI

transfer of structured data by agreed message standards, from one computer system to another without human intervention

What are the pros and cons of EDI?

Pros	Cons
Minimizes paper usage/storage Minimize data entry errors Reduces cycle time Enhance competitive advantage	Expensive Inflexible