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CISCOM through the Decades

In 2004, the first version of CISCOM was developed as The Supply Chain Primer, in response to the need for a dynamic and engaging training program in supply chain management. We are proud to see that CISCOM has met the expectation, which is evidenced by the fact that it is the only training program in supply chain management accredited by the American National Standards Institute (ANSI), a global mark of distinction.
 
Today, CISCOM training is accessible globally through the instructor-led online course, and also delivered locally through BRASI Affiliates. It is estimated that the demand for supply chain and operations management training will increase with time. CISCOM is poised to meet this requirement, and we will continue to serve the emerging needs of the businesses and professionals in the years to come.

 



CISCOM – Professional Credential in 10 Weeks Only

CISCOM training is offered online from our US location for global participants, and in-class at our Affiliate locations. The online course consists of ten instructor-led sessions of three hours duration, conducted from 9:00 AM to 12:00 Noon New York Time, on Saturdays. In-class courses comprise five full days. Both formats include the same standard CISCOM Exam, which is conducted online from our US location and is proctored. Further details are available in our course brochure. The next online course will begin on January 12, 2019 and end on March 16, 2019. Book your spot now!

View the Course Calendar here

Click here to register

Click here to view the downloadable CISCOM Brochure

Watch CISCOM introductory video here

 



NEWS

Supply Chain has emerged as one of the most portable skills globally

With the advent of communications and standardization of processes internationally, supply chain professionals find it easier and generally more rewarding, to take up assignments in new places and positions internationally. This trend is projected to continue, and will benefit those who continuously invest in learning the new tools and processes.


 


 

ARTICLE

 

Core Concepts in Customer Relationship Management
By
Aftab Khan, Executive Director, BRASI


 
Sustainable supply chains thrive on current market opportunities, while continuously enhancing their capabilities for future growth. Today’s professionals have an ever increasing role to learn and implement skills and practices that promote business interest along side socio-economic considerations, such as growth in wages in relation to growth in corporate profits, corporations’ role towards environment and social needs, and other thoughts and action that lead to a sustainable and equitable growth platform for all to share. We must not leave for our future generations to deal with what can be fixed today.
 
CRM provides an overview of the processes, terms and concepts around the customer inter-face, from lead generation, qualification, selling, order management through delivery and servicing.
 
  1. Customer relationship management (CRM) deals with managing interaction with existing and potential customers. The objective is to meet the needs of existing customers in a responsive way, while identifying opportunities for growth within the existing customer base as well as gaining new customers.
 
  1. Contemporary technology and tools are used to organize and coordinate various functions and processes concerned with customer service, such as sales, marketing, manufacturing, distribution, finance, product development, regulatory affairs and others.
 
  1. CRM process supports the implementation of the supply chain strategy through use of technology and customer focused culture.
 
  1. Service automation in CRM consists of customers’ ability to access product information, catalogues, availability, pricing, payments terms, warranties and other information that they might need to make the buying decision. The interface is provided by the vendor using the CRM technology. The information is accessed via Internet and may include access via hand held devices using the appropriate applications.
 
The advantages of using CRM, a business can Provide better customer service, increase customer revenues, discover new customers, cross sell, up sell products more effectively, Help sales staff close deals faster, make call centers more efficient and simplify marketing and sales process.
  1. The benefits of a well coordinated CRP process include improved customer service, higher revenues, increasing customer base, close deals more effectively, improve the effectiveness of call centers and remove complexity in customer-interface processes.  
  2. Data is a key component of customer research, analysis. The CRM data may be obtainable from various sources, including the following:
 
  1. Customer response to sales promotions and campaigns.
  2. Customer service metrics such as On Time Shipment, Customer Responsiveness, Fill Rate, etc., and customer feedback validating these metrics and their relevance to customers’ needs, requirements and expectations.
  3. Customer data including demographic, economic, industrial and commercial information in case of institutional customers.
 
  1. The two main goals of this management process are gaining new clients and retaining current clients.
 
  1. Outsourced services play a key role in customer service management as they offer the flexibility to increase or decrease the level of support as needed, such as in case of seasonal products or events marketing.
 
  1. CRM process comprises the following functions and sub-processes:
 
  1. Lead generation
  2. Needs identification and analysis
  3. Customer qualification
  4. Maintaining and communicating product specifications
  5. Customer query handling
  6. Cost estimation and margin analysis
  7. Managing or coordinating promotions and campaigns
  8. Preparation and submission of quotes
  9. Sales closing, order confirmation
  10. Order processing for manufacturing, sourcing or picking from stock
  11. Delivery of product or service
  12. Coordination for installation or commissioning of equipment
  13. Follow-up for after-sales service and supply of spares and consumables.
 
 
  1. Empowering of the CRM staff plays a key role in increasing responsiveness and customer satisfaction.
 
  1. It is important that the quote be realistic, for example, in terms of lead time. A lightly longer lead time with consistently on-time delivery is better than short lead time and erratic delivery. Longer lead times can be built into the planning process, however, variability is difficult to manage and can potentially cause disruption.
 
  1. One of the functions of the CRM team is to follow-up on quotation. It is quite possible that the quote was competitive; however, sale could not be closed because the competition took the lead in follow-up.
 
  1. Training in communications is an integral part of CRM skill set. CRM staff must display professional behavior, should be able to manage difficult situations including damage control, present an efficient image of the organization and avoid sharing internal issues with the customer when dealing with problems.
 
  1. Building a personal rapport with the customer representatives helps build mutual confidence, which can be instrumental in long term business development.
 
  1. Any delay in the customer delivery should be communicated pro-actively, rather than customer finding out at the last minute. This may be difficult to handle, however, it builds trust and respect. If specific reasons for the delay are included and remedial actions shared with the customer, it reflects professionalism and builds confidence.
 
  1. Periodic feedback sessions with the customer indicate that the company is sincere about their needs and willing to listen, which is the first step towards improvement.
 
  1. Details of some of the CRM sub-processes are listed below:
 
  1. Available To Promise inventory checking
  2. Shipping documentation, including Export, Customs and Hazardous materials
  3. Picking and Packing
  4. Scheduling transportation pickup and delivery
  5. Organizing cross-docking
  6. Coordinating with 3PL and 4PL providers
  7. Managing warranty information
  8. Maintaining and providing product information, including answering any concerns or questions
 
  1. CRM function may also play a role in sales forecasting, providing information about buying pattern, market intelligence, developments and changes on the customer side and competitor activities in the market place.
 
  1. In the event of product shortage, CRM function may provide important information to manage the allocation or arbitrage, by finding out the inventory levels at key customers and any sensitivities, promotions, etc.
    20. Overall, CRM process can be instrumental in a company’s sales growth and profitability. 

 

SAFETY MINUTE
Be aware of changing weather and dress/drive accordingly. Be mindful of others around you and on the streets.

 

BRASI UPDATE

BRASI will organize Supply Chain Seminar at Queens College, Mississauga, Canada on March 28, 2019

The event will be the first in a series, to promote learning and networking. It will feature presentations on supply chain trends and latest practices, by industry experts.
Activities will include advice on continuing education and career advancement, with human resource specialists and placement professionals. Invitations will be sent out in the due course.

CISCOM students benefit from state of the art simulation technology – thanks to BRASI’s collaboration with SCM Globe

BRASI and SCM Globe have entered into an agreement, whereby CISCOM students will have individual access to SCM’s supply chain simulation software. Practicing the concepts and processes learned during the training in a life-like situation will help internalize the leaning and gain hands on practice to use similar software for every day decision making at work.


 

Meet with Catalina Aura Castro, CISCOM 
Member, Program Advisory Group (PAG) at BRASI                               

 
Catalina is an industrial engineer, and holds post graduate qualification in logistics. Her expertise lies in continuous process improvement under rapidly evolving and changing markets. She has over three years’ experience in SAP platform, Microsoft Office, Design process, Optimization of time, Planning, Prevent and Corrective Plans (CAPA) and Quality Standards.
Catalina received her CISCOM credential in 2018.  She also serves as a member of BRASI’s Program Advisory Group, where she participates in program development and improvement activities, representing alumni interests.
 
 
Interested to be published? Contribute an article or feature for BRASI newsletter, having worldwide circulation in the supply chain and operations management circles.
Please contact Danish Mairaj, Managing Editor at danish.mairaj@brasi.org

Copyright © 2019 Business Research and Service Institute, All rights reserved.


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