Paper Info
Title
Beyond CRM: A System to Bridge the Gap between the Customer and the Global Manufacturing Supply Chain
Abstract
Increasingly industry realises that the key to achieving superior customer value is not only in the creation of new products or new product packages specific to particular market segments but also in achieving process excellence by integrating and coordinating different functions within the business and across the global supply chain for efficient fulfilment and service delivery. However, there is still a gap between the customer and the global supply network despite evidence that support this realisation. In this paper we present the design of a system that enables this integration by linking demand processes with supply processes to create a `seamless demand pipeline' and control fulfilment. The aim of our paper is to discuss our approach for addressing the problem by presenting design requirements and our design framework, illustrate application with a case study example and by doing so inform industry and developers to stimulate further research in the area.
Year
DOI
Venue
2008
10.1109/HICSS.2008.73
HICSS
Keywords
Field
DocType
beyond crm,efficient fulfilment,industry realises,global supply chain,design requirement,global supply network,design framework,new product,new product package,global manufacturing supply chain,control fulfilment,demand process,customer relationship management,market segmentation,supply chain,supply chain management,service delivery
Customer retention,Supply network,Demand chain,Service management,Customer to customer,Computer science,Knowledge management,Supply chain risk management,Supply chain management,Supply chain,Marketing,Process management
Conference
ISBN
Citations 
PageRank 
0-7695-3075-8
5
0.77
References 
Authors
0
2
Name
Order
Citations
PageRank
Charalampos Makatsoris172.58
Yoon Seok Chang2163.95