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Today’s dynamic supply chain landscape is driven by competitive pressures to meet changing customer demands and operational efficiency. As a result, supply chain optimization has become increasingly critical when attempting to achieve a competitive advantage and meet customer relationship goals. At the same time, effective supply chain management has grown increasingly complex in order to meet customer requirements. Furthermore, as organizations embrace globalization, they need to take a more holistic view of their supply chain. They must evolve from a supply chain structure that supports their domestic business toward a structure that supports globalization. Inherent in this evolution process is the need to identify and focus on those areas that have a positive impact on driving bottom line improvements. Some of these areas may include: MEBC team members have deep functional and technical expertise that spans the entire supply chain. We have used this expertise to help some of largest organizations in the world evolve their supply chains to meet ever-changing future requirements. As customer expectations change, the pressure to attract and retain customers is increasingly more difficult. Customers’ expectations vary widely and organizations must drive customer value through all interaction channels. With limited enterprise visibility into how each customer interacts with the organization, how can personalized products and services be offered, focused marketing campaigns be executed and world class customer service be delivered? Customer Relationship Management (CRM) focuses on improving customer satisfaction, increasing staff productivity, reducing operational costs and maximizing the effectiveness of each customer interaction. This is done by managing each relationship in an organized way. By blending Marketing, Sales, and Service processes and information, CRM focuses on improving each interaction with the customer.  Measurement across these areas drives the ability to improve CRM processes as customer needs continue to evolve. It is critical to the success of a CRM project to first complete a strategy assessment and realign the business processes and organization before technology can assist in managing customer interactions. It is well known through numerous studies that without an appropriate Strategy in place projects often referred to as CRM, but in actual fact are only technical implementations of call center capability (for instance), fail in meeting the company objectives. More critically however, even when CRM business process and technical implementations are successful, the processes of CRM can lead to a disappointed customer base. This is because the promise of CRM leads to unachievable commitments being made to the customer. After all in most cases if you don’t have the product you are selling or providing at the service level the customer wants no matter how good your service the customer will shop elsewhere. Therefore, only where CRM objectives are supported by a robust supply chain aligned to the corporate customer goals can CRM be truly successful. MEBC team members have deep experience in this area. We have the functional and technical expertise in CRM and SCM, and have used this expertise to help some of largest organizations in the world improve their relationships with customers, and in turn, enhance their abilities to compete in an ever changing business landscape. |
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