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Role of CRM in Supply Management

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.

Runtime: 93 minutes
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Why Lorman?

Over 32 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.

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 32 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 Webinar

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.

Audio & Reference Manual

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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Why Lorman?

Over 32 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

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 supply management advisory, skills diagnostic, and professional development services
  • 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)
  • 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, Tupperware International, Hertz Corporation, State of Maine, Newmont Mining, Sephora
  • Practice emphasizes all aspects of procurement & 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
  • Author of many articles in publications and information sites like Supply Chain Management Review, Inside Supply Management, eSide Supply Management, SpendMatters, and Modern Materials Management
  • Membership; Institute for Supply Management (ISM), National Contract Management Association (NCMA), Chartered Institute of Purchasing & Supply (CIPS)
  • B.A. degree in business administration, Pepperdine University; CPSM and C.P.M. degree, Institute of Supply Management (ISM); MCIPS from the London Chartered Institute for Purchasing & Supply (CIPS)
  • Can be contacted at [email protected], 209-419-1699, or www.linkedin.com/in/mark-trowbridge-cpsm-c-p-m-mcips-24184b2a/
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Product ID: 405542
Published 2019
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