Provision of customer knowledge to supply chains
Contribuinte(s) |
Ciborra, Claudio U. Mercurio, Riccardo de Marco, Marco Martinez, Marcello Carignani, Andrea |
---|---|
Data(s) |
2003
|
Resumo |
Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail company with demand information. On the other hand, industrial customers might consciously hide information. Wherever a supply chain is not provided with demand forecast information, it needs to derive these demand forecasts by other means. Customer Relationship Management provides a set of tools to overcome informational uncertainty. We show how CRM and SCM information can be integrated on the conceptual as well as technical levels in order to provide supply chain managers with relevant information. |
Formato |
application/pdf |
Identificador | |
Publicador |
Association for Information Systems / AIS Electronic Library (AISeL) |
Relação |
http://eprints.qut.edu.au/59497/1/20030128.pdf http://is2.lse.ac.uk/asp/aspecis/20030128.pdf Holten, Roland & Dreiling, Alexander (2003) Provision of customer knowledge to supply chains. In Ciborra, Claudio U., Mercurio, Riccardo, de Marco, Marco, Martinez, Marcello, & Carignani, Andrea (Eds.) Proceedings of the 11th European Conference on Information Systems (ECIS 2003), Association for Information Systems / AIS Electronic Library (AISeL), Naples, Italy, pp. 788-793. |
Direitos |
Copyright 2003 Roland Holten and Alexander Dreiling Authors of articles in AIS publications retain all rights as long as they give credit to the AIS publication where the work originally appeared. Thus, permission from AIS is not required to include the work in your repository. |
Fonte |
School of Information Systems; Science & Engineering Faculty |
Palavras-Chave | #080600 INFORMATION SYSTEMS #Supply chain management #Customer relationship management #Customer knowledge #Information sharing |
Tipo |
Conference Paper |