Supply Chain Management Vs. Customer Service Management Essay

Supply Chain Management Vs. Customer Service Management Essay

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The use of information technology by firms to gain competitive advantage over

their competitors has increased dramatically in the last twenty years. Large and small

firms have been utilizing information systems to connect their internal business functions

and their companies’ activities to stakeholder such as suppliers and customers.

( Enterprise Applications, n.d). Supply chain management and customer relationship

management are some of the technologies used by firms to accomplish the

aforementioned functions. Before comparing and contrasting supply chain management

and customer relationship management systems to tradition systems, a brief description

of these systems and their function can be useful. This brief easy attempts to compare

and contract SCM and CRM systems to traditional management systems in terms of

approaches , efficiency, cost saving, and firm profitability.

Jiambalvo (2010) describes supply chain management as,” the organization of

activities between a company and its suppliers in an effort to provide for the profitable

development, production, and delivery of goods to customers” (p. 15). Chopra & Meindl

further describe (2010) supply chain as, “consisting of all parties involved, directly or

indirectly, in fulfilling a customer request” (p.2). The supply chain includes not only the

manufacturer and suppliers, but also transporters, warehouses, retailers, and even

customers themselves. Within each organization, such as a manufacturer, the supply

chain includes all functions involved in receiving and filling a customer request. These

functions include, but are not limited to new product development, marketing and

operations, distribution and finance, and customer s...

... middle of paper ...


Loudon, Kenneth & Loudon, Jane. (2002). Mamanagemnt information system.
Organization and Technology in the Networked Enterprise (6th ed.) New Jersey:
Prentice Hall.

Mikko Kärkkäinen, Laukkanen, S., Sarpola, S., & Kemppainen, K. (2007). Roles of

interfirm information systems in supply chain management. International Journal

of Physical Distribution & Logistics Management, 37(4), 264.

doi: Retrieved on November 11,

2013 from

Pawar, Ku. Deepali G. & Jadhav, N. B.(2012). CRM and value chain management.

Golden Research Thoughts. Vol. 1 Issue 8, p36-40. 5p. Retrieved November 17,

2013 from


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