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8/2/2019 CRM VS SCM
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Supply Chain Management
Vs
Customer Relationship Management
8/2/2019 CRM VS SCM
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Supply Chain Management
(SCM)
Definition
It is the management of a network of interconnected businesses
involved in the ultimate provision of product and service packages
required by end customers.
Supply-chain management is a total system approach to
managing the entire flow of information, materials, and services
from raw-material suppliers through factories and warehouses to
the end customer.
8/2/2019 CRM VS SCM
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8/2/2019 CRM VS SCM
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Customer Relationship
Management (CRM)
Definition
Term applied to processes implemented by a company to handle its
contact with its customers CRM is a software-based approach to handling customer relationships
Store information on current and prospective customers
Application
All forms of trading like direct, traditional, retail, e-commerce,
wholesale, combination.
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Similarities
How these applications helpbusinesses
Effective application qualities
Companies have the same goalspertaining to the effectivenessand performance of SCM andCRM systems
SCM and CRM systems rely heavilycontaining the following attributes:flexibility; modular (being able tosupport many different platforms);comprehensive (the ability to
support a wide range oforganizational functions); andbeyond the company (connectingorganizations with partners andcustomers)
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CRM and SCM are related in both goals as
well as activities.
Both serve as catering to, and improvingservice for the customer.
Both utilize online technologies for the
process of streamlining informationgathering and exchange between suppliers
and customers
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Use
SCM
Managing information
within the supply chain
CRM
Managing the aspects of a
customers relationship to an
organization
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Users
Customers, resellers,
partners, suppliers,
distributors
Sales, marketing,
customer service
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Activities
SCM CRM
1.Strategic 1. Operational CRM
2.Tactical 2. Analytical CRM
3.Operational 3. Sales Intelligence
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Faster response to changes in supply and
demand ,
Increased customer satisfaction
Compliance with regulatory requirements
Higher margins
3. Business Benefits of SCM
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3. Business Benefits of CRM
development of better relations with your existing
customers, which can lead to:
increased sales through better timing due toanticipating needs based on historic trends
identifying needs more effectively by understanding
specific customer requirements
cross-selling of other products by highlighting and
suggesting alternatives or enhancements
identifying which of your customers are profitable and
which are not
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Leading Vendors
CRM
i2, Manugistics,
PeopleSoft
SCM
Siebel, Oracle,
PeopleSoft
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Link CRM to SCM
SCM when connected via business intelligence tools with CRM,
can throw light on many unknown aspects of a company's business
processes.
CRM can streamline SCM functions.Cost savings can be achieved by integration of both CRM and
SCM.
A streamlined supply chain is key to reaching out to the right
consumer at the right time.An efficient and responsive supply chain can have a huge positive
impact on store product segmentation and effective customer
targeting
Integration between CRM and SCM improves communicationbetween the store and the manufacturin