CRM and Supply Chain Management Term Paper

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Dresser-Rand has an established reputation in the world of energy conversion. In recent years the company has incorporated e-business solutions into the company's overall business strategy. The purpose of this discussion is to develop a business model for a customer relationship management and supply chain management system to support Dresser-Rand's e-business. Before we can develop a business model, we must clearly define the terms; business model, customer relationship management and supply chain management.

Defining Terms

An article entitled "Business Models on the Web" explains that a business model contains the techniques that a business utilizes to maintain and produce a profit. The article also explains that "the business model spells-out how a company makes money by specifying where it is positioned in the value chain...Internet commerce will give rise to new kinds of business models." ("Business Models on the Web") A business model is the most essential component in creating a successful business.

Customer Relationship management (CRM) is an important aspect of a business model. Customer relationship management is defined as, "all aspects of interaction a company has with its customer, whether it be sales or service related." ("CRM") E-business has greatly influenced thee manner in which firm's control CRM. E-business has changed the way that customer's interact with businesses and how businesses respond.

The last term that we will define is supply chain management. Supply chain management involves,

Optimizing business processes and business value in every corner of the extended enterprise -- from your supplier's supplier to your customer's customer.

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Supply chain management can use e-business concepts and Web technologies to manage beyond the organization, upstream and downstream. It is the strategic approach that unites all steps in the business cycle, from initial product design and the procurement of raw materials, through production, shipping, distribution, and warehousing until a finished product is delivered to a customer." ("Supply Chain Management")

Development of Business Model

Now that we understand the concept of a business model and the specifics of Customer Relationship Management and Supply chain management we can create a business model for Dresser-Rand's e-business. The current e-business that the company has is rather limited in its scope. The current website allows customers to purchase products through the internet or to call and order products over the phone. The design of the current e-business in plain and simple and provides very little in the way of customer relations and supply chain management.

In an effort to improve customer relationship management the business model should include the purchase of software that will improve the relationship between customers and Dresser-Rand. Customers will be able to suggest changes to the website that will make transactions easier; incorporating a business strategy that is sensitive to the needs of customers and other businesses.

This software will allow Dresser-Rand to record and study customer's spending patterns which will allow the company to better meet the needs of the customer. The software….....

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"CRM And Supply Chain Management" (2003, July 29) Retrieved June 4, 2026, from
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https://www.aceyourpaper.com/essays/crm-supply-chain-management-151287>

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"CRM And Supply Chain Management", 29 July 2003, Accessed.4 June. 2026,
https://www.aceyourpaper.com/essays/crm-supply-chain-management-151287
   

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