Title: Supply chain considerations in digital strategies, e-procurement and CRM

Authors: Alan D. Smith

Addresses: Department of Marketing, Robert Morris University, Pittsburgh, PA 15219-3099, USA

Abstract: While supply chain disruptions are a drastic example of changes businesses must react to, being flexible and reactive will prove beneficial for companies. While being able to react to such disruptions is important, it is even more vital for supply chains to be proactive in a Covid-19 reality. Companies need to be adapting to changes in how customer relationships are maintained within digital supply chain (DSC) platforms. With more and more people working remotely, companies must still ensure their customer relationships are being maintained. This is one example of a supply chain challenge that this paper looks to unfold. By highlight the importance of digital platforms in e-procurement, increased technology and transparency are vital to successful companies, either B2C, B2B. Companies who are willing to learn and adapt become more competitive. The paper briefly dives into SAP Ariba and Jaggaer, and their role in aiding e-procurement and CRM.

Keywords: blockchain; customer relation management; CRM; digital supply chains; DSC; SCM information system; SCMIS; search-engine optimisation; SEO; vendor relationship management; VRM.

DOI: 10.1504/IJSOM.2023.129048

International Journal of Services and Operations Management, 2023 Vol.44 No.2, pp.173 - 195

Received: 15 Dec 2020
Accepted: 10 Jan 2021
Published online: 16 Feb 2023 *

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