Provision of customer knowledge to supply chains

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.

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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.

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ID Code: 59497
Item Type: Conference Paper
Refereed: Yes
Keywords: Supply chain management, Customer relationship management, Customer knowledge, Information sharing
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2003 Roland Holten and Alexander Dreiling
Copyright Statement: 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.
Deposited On: 30 Apr 2013 04:46
Last Modified: 05 Aug 2013 17:47

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