Here is the synopsis of our sample research paper on The Process Gap between “Customer Relationship Management” and “Supply Chain Management”. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 100 page paper reviews the need for an increased level of customer orientation in the commercial environment. The paper, written in the style of a dissertation looks at the gap between supply chain management and customer relationship management. The paper starts with an introduction and then traces the development of customer relationship management and the differing ways in which it may be implemented and the movement towards customer centric business models and consider difficulties in implementation. Primary research is then assessed to determine whether there is a link between firms adopting a customer orientation and profit and/or market share. The primary research demonstrates the difficulties of gaining value from CRM. The paper is based on data supplied by the student. The bibliography cites 80 sources.
Page Count:
100 pages (~225 words per page)
File: TS14_TECRMsupply.doc
Buy This Term Paper »
Unformatted sample text from the term paper:
the Twentieth Century 12 2.2 First Half of the Twentieth Century 14 2.3 The 1950s 15 2.4 The 1970s 16 2.5 The 1980s 17 2.6 The 1990s 20 2.7 The 21st Century 22 2.8 Summary 25 3. Customer Relationship Management 26 3.1 From Marketing to CRM 27 3.2 Market Conditions 30
3.3 Defining CRM 33 3.4 CRM Sectors 37 3.4.1 Different Approcahes to Segmenting CRM 37 3.4.2 Analytical CRM 41 3.4.3 Operational CRM 46 3.4.4 Collaborative CRM 48 3.5 Critiques and Success Factors 51 3.6 Summary 58 4. Customer Centric Business Models 58 4.1 The CCBM Concept 58 4.1.1 Defining CCBM 58 4.1.2 Why
CCBM? 61 4.2 Conditionality 65 4.2.1 Attitudes 65 4.2.2 Structure 69 4.3 CCBM in Practice 72 4.3.1 Implementation Considerations 73 4.3.2 An Example 75 4.4 Critical Success Factors 76 4.5 Summary 80 5. Methodology 81 5.1 Methodological Framework 81 5.2 Research Process 84 6. Research Results 86 6.1 Sample Profile 87 6.2 Core Competences 88 6.3 Processes 89 6.4 Negotiating Power 91
6.5 Customer Centric Index 92 6.6 Customer centric company cluster 97 6.7 Margin and Market Share 100 6.8 Summary 101 7. Conclusion 102 References 104 Glossary 107 Appendix 1 108 Appendix 2 109
Table of Figures Figure 1; Important Management Topics in 2002 23 Figure 2 CRM Gap Analysis 39 Figure 3 Basic Components of CRM
Information System 40 Figure 4 Pidas Customer Segment Strategies 44 Figure 5 Niedereichholz Customer Segment Strategies 45 Figure 6 Customer Barometer 51 Figure 7 Motivations for Committing CRM 52 Figure 8 Barriers to Implementing CRM 55
Figure 9 Success Characteristics for Implementing CRM 56 Figure 10 Porters Generic Strategies 59 Figure 11 Customer Lifetime Value 63 Figure 12 Customer value and market capitalization 64 Figure 13 Hierarchy and Customer Centric
Organisational Structure 70 Figure 14 Push Organization 72 Figure 15Best of Breed Organizations 73 Figure 16 Sectors Represented In The Survey 87 Figure 17 Work Areas of Respondents 88 Figure 18 Tier Model of Influencing
Processes 90 Figure 19 Negotiating Power 91 Figure 20 Negotiating Power by Sector 92 Figure 21 Customer Centric Profile 94 Figure 22 Customer Barometer 94 Figure 23 Customer Centric Index 96 Figure 24 Cluster Distribution 97
Figure 25 Cluster 1, The Non Identifiable Company 97 Figure 26 Cluster 2 The Customer Orientated Company 98 Figure 27 Cluster 3 The Balanced Company 99 Figure 28 Correlation of customer centric approach
...