Customer Relationship Management ( Crm )

1359 WordsNov 7, 20166 Pages
ERP systems bring together all aspects of operations and supply chain management, from raw materials to customer relationship management (CRM). Electronics retailer Best Buy found that the use of demand management tools increased price optimization, which in turn increased inventory turns by 50% (Blanchard, 2010). Other tools, like benchmarking, are also immensely valuable as automobile manufacturer Hyundai discovered. The company found that fill rate, the percentage of customer demand satisfied through immediate stock availability, is the number one driver of customer satisfaction. As a result, the company tries to keep dealers and customers happy with the expedient shipping parts from warehouse to dealer. Today, Hyundai’s fill rate of 96% is one of the highest in the auto industry (2010). Supply chain planning is another tool that helps companies to optimize the delivery of products, information, and services to customers. Other tools include supply chain planning, sales and operations planning, business intelligence, procurement, product lifecycle management, manufacturing execution systems, warehouse management systems, transportation management systems, and six sigma. Finally, customer relationship management (CRM), is a valuable tool for maximizing profitability and customer satisfaction. CRM systems typically integrate with a company’s ERP system to provide a complete view of the customer and the company’s operations (Blanchard, 2010). R-F Services
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