Coming this summer, NAEP will launch our NAEP University Learning Portal. This web-based tool will provide education, resources and tools for you as a procurement professional in higher education to succeed. The hub of this portal will provide ....
In procurement, we engage suppliers well and are starting to think of them as strategic partners. Of equal if not greater importance are the relationships we manage with internal customers. While most of us understand customer service and have good practices in place, we have not grasped the true significance of Customer Engagement. The Innovators Forum group believes we should enhance our practices in this area.
This paper provides an overview of the 2018 Innovators Forum with a distillation of the key discussion points and recommendations regarding customer engagement management. The group engaged in robust dialogue about improving customer relationships, but also focused on pragmatic ideas and practices that can be acted on today. The paper outlines a strategic customer engagement management framework and recommendations for critical practices procurement leaders should follow.
Does your procurement department function as a strategic resource to the Chief Business Officer? Does your team have the expertise necessary to advance institutional goals by leveraging business partnerships? Does your procurement department do more than say "no", rehearse rules, and push paper through?