Analyzing and Modeling the CRM Chain-the Basis of SCM

摘要

This paper introduces the concept of CRM (customer relationship management) from the prespective of building Key Peoples (KPs) in the organization. The authors then analyzes its relationships with SCM (Supply Chain Management) using a Markov chain model. Hence, we are able to quantify their variables, relationships and integration to obtain an optimal solution; study their behaviors and characteristics. Using various simple cases, we are also able to calculate and identify the effects on enterprise's supply chain, for example, the level of changes in process integration if the customers' downstream processes are changed or lost, moreover, the threshold values are also estimated under various hypothetical situations.