CRM for Procurement: Lessons from the Sell-Side [PRO]
This topic has been brewing for a while. Back in 2006, I presented a simple version of this topic at an Ariba Live event. It was well received (and was how I got introduced to a long-time client who is now a CPO at â€śTop 25 Supply Chainâ€ť CPG firm) and is still relevant today. Procurement can be a full contact sport, but in the world of the Global Business Services (GBS) model for enterprise service delivery, it is also a services business. As such, procurement organizations need to adapt best practices from the CRM world to manage their diverse stakeholders. In this first part of a multi-part series, I will explore over a dozen CRM segments and begin to lay out how companies are applying CRM principles and practices to the â€śbusiness of procurement.â€ť Note, CRM for â€śsupplyâ€ť and suppliers is not the buy-side of â€śSRMâ€ť or supplier management â€“ itâ€™s a much bigger, hairier, and more encompassing beast. Itâ€™s also not just about tools and technology.