eprintid: 402
rev_number: 2
eprint_status: archive
userid: 1
dir: disk0/00/00/04/02
datestamp: 2023-11-09 15:16:02
lastmod: 2023-11-09 15:16:02
status_changed: 2023-11-09 15:14:29
type: conference_item
metadata_visibility: show
creators_name: Dominic, P.D.D.
creators_name: Parthiban, P.
creators_name: Goh, K.N.
title: A SCM framework to describe CRM
ispublished: pub
keywords: Competitive environments; Composite service index; Critical value analysis; Customer relationship management; Customer services; Key messages; Level of services; Quality services; Scm systems; Supply-chain managements, Customer satisfaction; E-learning; Electronic commerce; Government data processing; Information systems; Internet; Logistics; Multimedia systems; Public relations; Sales; Supply chains; Value engineering, Supply chain management
note: cited By 0; Conference of 2008 International Conference on e-Learning, e-Business, Enterprise Information Systems, and e-Government, EEE 2008 ; Conference Date: 14 July 2008 Through 17 July 2008
abstract: In the age of customer delivering quality service is considered an essential strategy for success and survival in today's competitive environment. In order to improve the internal processes of a company, people are turning to Supply Chain Management (SCM) to get the next breakthrough in performance. The objective of any SCM system is to provide all customers with the level of service they require and as budget is not limited, there is need to prioritize services. This paper proposes a SCM framework for describing Customer Relationship Management (CRM) through quality of customer service performance. The key message from this paper is that the quality of customer service performance depends upon the skill for which the logistic system is designed and managed.
date: 2008
official_url: https://www.scopus.com/inward/record.uri?eid=2-s2.0-62649119709&partnerID=40&md5=325a07e69a29331a239a2bc12a47cf10
full_text_status: none
publication: Proceedings of the 2008 International Conference on e-Learning, e-Business, Enterprise Information Systems, and e-Government, EEE 2008
place_of_pub: Las Vegas, NV
pagerange: 455-460
refereed: TRUE
isbn: 1601320639; 9781601320636
citation:   Dominic, P.D.D. and Parthiban, P. and Goh, K.N.  (2008) A SCM framework to describe CRM.  In: UNSPECIFIED.