than these direct financial benefits . An SRM programme that is
aligned with an organisation ’ s strategic objectives also offers
significant ‘ soft ’ benefits , which are hard to measure but immensely
valuable .
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Effective SRM enables organisations to become customers of
choice . Customer - of - choice benefits include service level and quality
improvements ( each cited by 39 % of respondents ), improved
customer experience ( 28 %) and increased competitiveness . SRM
brings a more constructive tone to negotiations , say 52 % of
respondents , and helps both sides to take a longer - term perspective
and bring about better outcomes for both parties ( each 46 %).
Collaborative partnerships with suppliers can also contribute
significantly to innovation , as outlined on page 16 .
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