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From Orders to Insights: How CRM Enhances Human Oversight in Manufacturing Operations

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  • Chiranjeevi Dubaguntla

    (Capgemini India Pvt. Ltd., India)

Abstract

Customer Relationship Management (CRM) platforms in manufacturing environments have evolved beyond basic contact management into sophisticated decision support systems that integrate with production processes while maintaining essential human oversight. These platforms now serve as the backbone for global sales pipelines, streamlining quote approvals and optimizing order fulfillment across manufacturing operations. The most effective implementations recognize that while automation delivers significant efficiency gains, human expertise remains indispensable for complex engineering decisions, compliance management, and strategic negotiations. This balanced approach creates measurable benefits across multiple dimensions, including enhanced product configuration accuracy, reduced order processing times, and accelerated customer response capabilities. By establishing clear decision boundaries, creating structured escalation paths, investing in comprehensive training, maintaining knowledge transfer mechanisms, and monitoring key performance indicators, manufacturing organizations can maximize both technological capabilities and human value contribution to create a sustainable competitive advantage

Suggested Citation

  • Chiranjeevi Dubaguntla, 2025. "From Orders to Insights: How CRM Enhances Human Oversight in Manufacturing Operations," Journal of Computer Science and Technology Studies, Al-Kindi Center for Research and Development, vol. 7(5), pages 643-651, May.
    • Handle: RePEc:alk:jcsts0:v:7:y:2025:i:5:id:9852
    DOI: 10.32996/jcsts.2025.7.5.71
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