1. A: Relationship Management in SCM
   1. Defining CRM and SRM
   2. Challenges
      1. Reengineer organizational structures and redefining workforce
      2. Macro level- Create virtual organizations
      3. Micro level- Reexamine existing technologies
   3. Cultural issues
      1. Hofstede's Dimensions
      2. Language/ communication skills
      3. Attitudes
      4. Customs and business etiquette
      5. Work values
2. B: CRM
   1. Lifetime customer
   2. Customer-Focused process
      1. Step 1: Align business to customer focus
      2. Step 2: Identify customer needs
      3. Step 3: Create customer segment map
      4. Step 4: Implement CRM program
      5. Step 5: Monitor measure, and report
   3. Components of a CRM Strategy (4Ps)
      1. Product /Service
      2. Price
      3. Placement
      4. Promotion
   4. CRM Strategies
      1. Product Life Cycle
      2. Customer types
         1. Prospective
         2. Vulnerable
         3. Win-back
         4. Loyal
      3. Customer segments
         1. By customer value
         2. By customer needs
         3. By Preferred channel
   5. Customer information
      1. VOC
   6. Technology
      1. Business systems
      2. Customer care
      3. Marketing and sales
         1. Account management
         2. SFA
         3. BI
         4. Marketing automation
            1. EMA
      4. Service channel technology
      5. Workflow management systems
      6. External data networks
   7. Keys to implementing CRM Tech
      1. Thoroughly planned technology architecture set at start
      2. Enhances, not sacrifice efficiency
      3. Implementation coordinated across firm
      4. Train all who will use system according to need; keep staff informed
      5. Measure implementation against customer needs and expectations
   8. Measuring customer satisfaction
   9. Outsourcing CRM
3. D: Integrated SCM/SRM
   1. Benefits of increased information sharing
      1. Increasing efficiencies
      2. Resolving conflicts of interest
   2. Roadblocks
      1. Technological limitations
      2. Participant resistance
   3. Creating integrated SC network
      1. integration strategy
4. C: SRM
   1. Strategic Sourcing
   2. Relationship types
      1. Buy on the market
      2. Ongoing relationship
      3. Partnerships
      4. Collaboration/ strategic alliance
      5. Mergers and acquisitions
   3. Strategic Allicances
      1. Considerations
         1. Strategic importance
         2. Number of suppliers
         3. Complexity
         4. Uncertainty
         5. New relationships
      2. Complexities
      3. Proactive reason
      4. Alliances vs. JV
      5. Examples
         1. 3PLs and 4PLs
         2. SMI
         3. DI
         4. CTM
         5. Service parts
   4. Successful Strategic
      1. Commitment
      2. Step
   5. Step in implementing SRM strategy
   6. Managing Risk
   7. Enhancing Supplier Performance
      1. Certification
         1. ISO certification
         2. others
      2. Certification process
      3. Measuring the gap between actual and expected performance
      4. SPRS
      5. Sharing performance ratings with suppliers
      6. Controlling errors
   8. SRM Technology
      1. Benefits
      2. Capabilities
      3. Internet-enabled
         1. EBS Backbone
         2. SRM Processing
         3. SRM Services
         4. SRM Technology
         5. External interfaces
   9. Impact on Purchasing Roles
   10. Outsourcing SRM
       1. Sourcing
       2. Contract deployment
       3. Compliance management
       4. Online procurement technologies
       5. Off-site delivery centers
   11. Supplier Co-Location