SPEND MANAGEMENT
“ As a customer , it ' s frustrating to buy something , then call the service department , and you have to spend time explaining who you are , what you bought and when you bought it "
JOHN WOOKEY PRESIDENT , INTELLIGENT SPEND AND BUSINESS NETWORK SAP either the buyer or the seller . With CRM , what you need to think about is the full life cycle experience of a customer from the time they ' re a part of the marketing campaign until you sell your service and you upgrade .”
“ As a customer , it ' s frustrating to buy something , then call the service department , and you have to spend time explaining who you are , what you bought and when you bought it . It just doesn ' t make sense to you that they don ' t already know that . That ' s the problem , not understanding the full lifecycle of the customer . And it ' s the same for a supplier . Suppliers get frustrated too when they go through that process from being awarded a contract from a sourcing event , to then go through the requisitioning , ordering , invoicing , and settlement process .
Then if some part of that process breaks , they call up the buyer , and they can ' t get it fixed because those systems aren ' t connected .” supplychaindigital . com 29