Linking Supply Chain Management Practices to Customer Relationship Management Objectives: A Proposed Framework

Abstract

This research proposes a framework linking supply chain management (SCM) practices to customer relationship management (CRM) objectives through better organizational performance. First, critical review was conducted to identify the relationship between SCM practices and organizational performance. Then, a systematic review of published research work on CRM objectives for last two decades was conducted with the purpose of identifying key variables for CRM objectives and their impact on SCM practices through managing organizational performance. The review revealed a set of main variables for CRM objectives (customer satisfaction and customer loyalty). Upon which, a theoretical framework has been developed linking SCM practices to CRM objectives through enhancing organizational performance. This work brings together the concepts of SCM practices and organizational performance. It also provides a comprehensive review on CRM objectives over a time span (2000–2019) in order to develop the framework between SCM practices and CRM objectives through better organizational performance. The proposed framework can help practitioners to understand SCM practices that can lead to better CRM and hence better organizational performance.

Investigating the impact of supply chain management practices on customer satisfaction through flexibility and technology adoption: Empirical evidence

“…Generally, organizations are constantly operate in dynamic business environment, which increases the difficulty of enhancing organizational performance and competitiveness during pandemic outbreaks and dramatic market turbulence (Silva et al, 2021). Moreover, MSMEs have negatively affected by the pandemic on both demand and supply sides, which required them to adjust and re‐structure their supply chain (Saad et al, 2023b). Covid‐19 outbreaks are considered as an organizational problem, where they become unable to compete and cope with competitive business environment (Saad et al, 2023b; Teece, 2007).…”

“…Moreover, MSMEs have negatively affected by the pandemic on both demand and supply sides, which required them to adjust and re‐structure their supply chain (Saad et al, 2023b). Covid‐19 outbreaks are considered as an organizational problem, where they become unable to compete and cope with competitive business environment (Saad et al, 2023b; Teece, 2007). Dynamic capabilities can help organizations to extend their resources and cope with changing market (Teece et al, 1997), through enhancing their SCMPs (Uddin et al, 2023), increasing their innovation (Mota et al, 2022), and flexibility (Ramos et al, 2023), and improving customer satisfaction (Alenazi & Alanazi, 2023).…”

“…Dynamic capabilities become a key challenge for organizational survival, especially after Covid-19 implications (Shih, 2020). Previous literature have investigated the relationship between constructs qualitatively (Saad et al, 2022;Saad et al, 2023b), where quantitative investigation must be described to fully understand and enrich the relationship between constructs empirically. Therefore, the aim of this research is to empirically investigate the impact of SCMPs on customer satisfaction through mediating roles of flexibility and technology adoption in Egyptian MSMEs' sector.…”

“…Therefore, organizations should enhance their Supply Chain Management Practices (SCMPs) to cope with changing and complex market environment as well as changing consumers' behavior as the whole SC become more visible for all stakeholders, especially after Covid‐19 pandemic took place (Mollenkopf et al, 2021). Certainly, previous literature has theoretically conceptualized the relationship between SCMPs and customer satisfaction (Saad et al, 2023b).…”

A Proposed Feature Selection Particle Swarm Optimization Adaptation for Intelligent Logistics—A Supply Chain Backlog Elimination Framework

“…On the other hand, focusing on the business objective of this research, a supply chain is the complete path since setting the raw material from the supplier along to the manufacturing process and ending with offering the product to the customer [9]. One of the main issues that may lead to high loss in the supply chain is the shipping delays.…”