Definition
Term applied to processes implemented by a company to handle its contact with its customers CRM is a software-based approach to handling customer relationships Store information on current and prospective customers
Application
All forms of trading like direct, traditional, retail, e-commerce, wholesale, combination.
Similarities
How these applications help businesses Companies have the same goals pertaining to the effectiveness and performance of SCM and CRM systems
SCM and CRM systems rely heavily containing the following attributes: flexibility; modular (being able to support many different platforms); comprehensive (the ability to support a wide range of organizational functions); and beyond the company (connecting organizations with partners and customers)
CRM and SCM are related in both goals as well as activities. Both serve as catering to, and improving service for the customer. Both utilize online technologies for the process of streamlining information gathering and exchange between suppliers and customers
Use
SCM
Managing information within the supply chain
CRM
Managing the aspects of a customers relationship to an organization
Users
Customers, resellers, partners, suppliers, distributors Sales, marketing, customer service
Activities
SCM
1.Strategic 2.Tactical
CRM
1. Operational CRM 2. Analytical CRM
3.Operational
3. Sales Intelligence
Leading Vendors
CRM i2, Manugistics, PeopleSoft SCM Siebel, Oracle, PeopleSoft