Gain a better understanding of the attributes Customer Relationship Management can play within supply management.
Many supply management organizations desire to deeply impact organizational spending and supplier performance. To many procurement groups are unable to gain Internal customer cooperation in strategically and proactively involving them in their expenditures. Early involvement by procurement in sourcing typically achieves 10%-17% in cost benefits. Late (or no) involvement typically reduces achieved savings to 0%-5%. This information helps the persons responsible for supply management to strategically build and implement a procurement customer relationship management program. It will also provide practical ways the supply management group can maintain and grow Internal customer service that will draw and influence internal Lines of Business (LOB) departments to work together with the procurement team in a collaborative manner. These methodologies are hallmarks of top-performing supply management organizations.
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Agenda
Hallmarks of a Successful Supply Management Organization
- Financial Benefits
- Quality Contributions Into Produced Products and Services
- Performance of Internal Customer Lines of Business (LOB)
Customer Relationship Management (CRM)
- Culture Eats Strategy for Lunch
- Organizing to Optimally Impact LOB Receptivity to Supply Management Involvement
- Analyzing Corporate Spend to Identify Key Internal Customers
- Building an Internal Marketing Outreach Strategy - It's Not What You Know, It's Who You Know
- Improving Ongoing LOB Relationships
Outstanding Customer Service
- Hallmarks of Outstanding Customer Service
- Make Them Want to Come Back for More
- Moving Hostile to Enthusiastic
- Metrics That Matter
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on May 8, 2019.
Call 1-866-352-9540 for further credit information.
- CPIM/CFPIM/CSCP 1.0
- This program may qualify for 1.0 certification maintenance points toward the CSCP, CPIM and CLTD designations through The Association for Operations Management.
- ISM 1.5
- Participants who successfully complete this program will receive 1.5 hours of continuing education. They may be applied toward ISM CPSM, CPSD or C.P.M. recertification. ISM's consent to approve hours for this educational event is not an endorsement of this program or its content by ISM.
This program does NOT qualify, nor meet the National Standard for NASBA accreditation.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Mark J. Trowbridge, CPSM, C.P.M., MCIPS
Strategic Procurement Solutions, LLC
- Principal in the office of Strategic Procurement Solutions, LLC, a provider of advanced procurement advisory, skills diagnostic, and professional development services; active advisor to leading corporations and governmental groups on contracting processes, templates, and risk management
- Past career roles in manufacturing (3rd largest global manufacturer of yachts), transportation (world’s largest airline), and financial services (domestic 2nd largest and global 13th largest banking enterprise); directed all contracts management for Bank of America globally
- 20 years in consulting supporting clients like Apple, Intel, Adobe Systems, Delphi, Kraft Foods, Johnson & Johnson, Hertz Corporation, Mitsubishi, State of Colorado, Volvo North America, Signet Jewelers (Kay, Jared, Zales), Limited Brands, Allstate, Commonwealth of Massachusetts, Nationwide, CarMax, Hertz Corporation, Tupperware International, State of Maryland, Newmont Mining, Sephora, etc.
- Practice emphasizes all aspects of procurement and supply management performance
- Conducts regular seminars and workshops on numerous procurement category management, expert strategic sourcing, advanced procurement negotiations, best practices in inventory management, strategic contracting, and others
- Written many articles in publications and information sites like Supply Chain Management Review, Inside Supply Management, eSide Supply Management, SpendMatters, and Modern Materials Management
- Membership information includes Institute for Supply Management (ISM), National Contract Management Association (NCMA), Chartered Institute of Purchasing & Supply (CIPS)
- B.A. degree in business administration, Pepperdine University; holds professional designations as a CPSM and C.P.M. from the Institute of Supply Management (ISM) and MCIPS from the London Chartered Institute for Purchasing & Supply (CIPS)
- Can be contacted at 209-419-1699, [email protected], or www.linkedin.com/in/mark-trowbridge-cpsm-c-p-m-mcips-24184b2a/
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