CRM or CMR?

We all are quite familiar with the concept of CRM: Customer Relationship Management.

Needless to mention how important it is for the organizations to manage the all the touch points with the customers. As the competitive scenario intensifies organizations are pooling more and more resources in order to hear the voice of the customers streamline it with the voice of the processes and provide more value to the customers.

One of the recent trends in the supply chain is of Customer Managed Relationships.

The question that should be coming to your mind will be how it is different from Customer Relationship Management! Well, in case of CMR the customers are responsible for managing their relationships with the organization. Seems interesting right, appears to be one of those flaunted “Blue Ocean Strategy.”

The fact is that it is! With the rising awareness of the “green concern” , “eliminate waste” few organizations have managed not only to reduce the cost of the offerings thus enhancing the perceived value of the products but with “green supply chain” have earned the reputation with which customers wants to associated with. Thus instead of pooling most of the resources in managing customers the organization is much more focused on creating associations which calls for customers managing relationships by themselves.