Articles

With up to 10 years of continued process improvements on the plant floor, and in back office and distribution operations, manufacturers have finally arrived at the front door of customer relationship management (CRM). Many senior manufacturing engineering and operations executives are strongly resistant and assert that lean CRM is the final frontier in the lean enterprise process. Now that the quick gains have been achieved from eliminating waste in the rest of the manufacturing enterprise, the areas most neglected—customer service, sales and marketing—are front and center.