Session Ten: Customer Relationship Management / Information Sharing and Incentives


  • Customer Relationship Management (CRM)
  • Strategic Perspective
  • Data Warehousing
  • Trends and Opportunities
  • Guest Lecture: Ronald Swift, Vice-President, CRM Solutions, NCR Corporation
  • Information Sharing
  • Semiconductor Equipment Supply Chain Case


  • S. Brobst and J. Rarey, "The Five Stages of an Active Data Warehouse Evolution", Teradata Online Magazine, Spring 2000.
  • R. S. Swift, "The New Economic Opportunity for Business - Creating Increased Profitability Through CRM", Defying the Limits: Setting a Course for CRM Success, p. 38, 2001.
  • Cohen, M.A., Ho, T. H., Ren, J. Z., Terwiesch, C., "Measuring Imputed Costs in the Semiconductor Equipment Supply Chain", Working Paper, OPIM Department, The Wharton School, Dec. 2001.
    • This paper describes a research project in which we evaluated the impact of information sharing in the procurement process for semiconductor fab equipment.

Session Descriptions

Session One: Course Introduction - What is a Value Network?
Session Two: Case Study: EMC
Session Three: Cast Study: Wal-Mart and Cott Beverage
Session Four and Five: Case Study: Dell Computers
Session Six: Data Modeling for Integration
Session Seven: Principles of Distribution and Integration
Session Eight: Supply Chain Coordination Strategies
Session Nine: Supply Chain Systems and Vision
Session Ten: Customer Relationship Management / Information Sharing & Incentives
Session Eleven: After Sales Service and Support / Customer Service Differentiation
Session Twelve: Future Directions