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Information Resources Management Association
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Transformation of CRM and Supply Chain Management Techniques in a New Venture

Transformation of CRM and Supply Chain Management Techniques in a New Venture
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Author(s): Amber A. Ditizio (Texas Woman's University, USA) and Alan D. Smith (Robert Morris University, USA)
Copyright: 2017
Pages: 19
Source title: Organizational Productivity and Performance Measurements Using Predictive Modeling and Analytics
Source Author(s)/Editor(s): Madjid Tavana (La Salle University, USA), Kathryn Szabat (La Salle University, USA) and Kartikeya Puranam (La Salle University, USA)
DOI: 10.4018/978-1-5225-0654-6.ch006


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The implementations of successful Customer Relationship Management (CRM) and Supply Chain Management (SCM) systems and their associated techniques in order to optimize the analytics available in any organization are daunting task, especially in a new business venture. Upper management must to be committed to focusing these embedded systems in order to enhance supplier integration and customer satisfaction. This chapter focuses on the implementation of CRM systems and analytics as well as SCM considerations in the new startup of the Hard Rock Rocksino at Northfield Park (HRRNP) and the transformation/refinement of their systems over their few years of business. A combination of literature research, interviews of upper management, and personal observations, HRRNP has illustrate their ability to deal with these challenges in a continuous improvement and lean management approach.

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