The Role of Customer Relationship Management in Strategic Sourcing: Internal and External Customer Integration
Overview
This paper analyzes the importance of customer relationships in organizational success through a BOK matrix framework, examining both internal and external customers in the context of collaborative strategic sourcing. It demonstrates how effective customer relationship management, combined with quality control methodologies and strategic planning, enables companies to maintain customer loyalty, improve employee commitment, and enhance overall business performance.
What this coursework covers
- Summary of customer roles and strategic implementation processes
- Customer Relationship Management as knowledge application area
- Quality control methodologies and interdepartmental cooperation
- Strategic planning levels across business functions
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BOK Matrix Summary of Collaborative Strategic Sourcing Paper
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Summary
Clients are essential stakeholders in any business and can usually access the company through physical visitation, place orders through phone, and online platforms. Clients also include individuals who contribute to the success of the organization. The paper describes the role of external and internal customers in ensuring the organization succeeds in its objectives. The domestic customers usually interact with the strategic processes and commit to implementing these strategies at every stage and time. It is also essential to breakdown the strategy into various steps that allow for proper and efficient implementation. This ensures that there are minimal errors and potential challenges are addressed with reaching the external customers. It is also essential for the managers to ensure that they are capable of attaining better performance at the end of the entire process.
Knowledge/Application Area: Customer Relationship Management
The paper fits this customer relationship management category because it outlines the importance of customer relationships to business success. Many organizations are recognizing the importance of internal and external customers. Internal customers are considered as the focal point of the firm as the workers within the organization feel that they are appreciated. Whenever the customer relationships are managed effectively, the employees feel that their inputs to the organization are considered and enhance their commitment to the entity (Earl, 2017).