CRM vs. SRM: Key Differences

Effective relationship management is a key to success for many modern businesses and while CRM focuses on optimizing sales & marketing growth, SRM zeroes in on strengthening partnerships with suppliers to drive value across the supply chain. In this blog post we'll dig deeper into the differences between these two and which one you should choose depending on your use-case.

CRM compared to SRM

Understanding the distinctions between CRM and SRM—and knowing when to leverage each—can be the difference between a reactive and a strategically aligned business. Here’s a closer look at how these systems differ and why each is essential for organizational success. 

CRM: Customer Relationship Management

A CRM system is mainly used by Sales & Marketing teams and is designed to help businesses manage and nurture relationships with their customers—those who buy or receive goods and services.  Its primary focus is on:

Customer Experience:

CRM centralizes customer interactions, tracking every touchpoint to build a personalized experience. It stores customer details, preferences, and transaction history, helping teams tailor engagements and boost satisfaction.

Sales and Marketing Efficiency:

CRM optimizes sales and marketing efforts by tracking leads, automating outreach, and providing data for targeted campaigns. This strengthens customer loyalty and enables upselling and cross-selling opportunities.

Customer Retention:

CRM systems are equipped with tools for handling post-sale activities like customer support and feedback collection, ensuring retention and a high customer lifetime value.

SRM: Supplier Relationship Management

SRM, on the other hand, is mainly used by Procurement & Supply Chain teams and focuses on optimizing relationships with suppliers—those who provide the goods and services your organization needs. Its goals are centered around:

Collaborative Partnerships:

SRM is designed to foster stronger partnerships by managing long-term strategic relationships rather than just transactional interactions. This can include joint innovation projects, shared goals, and mutual benefits.

Operational Efficiency:

SRM tools streamline procurement processes, track supplier communications, and manage contracts & certifications. This results in faster issue resolution, smoother workflows, and a more resilient supply chain.

Monitoring & Enhancing Supplier Performance:

SRM systems track key metrics—such as quality, reliability, compliance, and delivery times - helping businesses gain a comprehensive view of supplier contributions to overall goals.

Risk Mitigation:

By advanced risk monitoring tools, SRM systems help to spot supplier risks and mitigate supply chain disruptions. 

Similarities between a CRM and an SRM:

Both CRM and SRM navigate common territories, albeit with roles reversed. While CRM focuses on sellers cultivating relationships with customers, SRM centers on buyers nurturing ties with suppliers, forming the yin to CRM's yang. Let's explore some shared ground:

Essential Information

Whether managing customers or suppliers, seamless access to key details – such as contact details, company data, and due diligence information – is paramount for efficiency and success. While CRM and SRM differ the essential information that they manage, like credit checks for customers and quality assessments for suppliers, the need for data consolidation and a single source of truth remains universal. 

Explore how to unlock value with enhanced Supplier Information Management here.

Supplier Agreements

Every business transaction involving the exchange of goods or services hinges on clear terms delineating the what, where, when, and how much. Be it recurring service agreements or one-off purchases, clarity is the linchpin ensuring smooth operations. Like CRM solutions, SRM software empowers Procurement teams to centralize all contracts and agreements for easy access to the key details of their suppliers relationships.

Learn more about how to optimize your Contract & Document Management with an SRM platform.

Quality Assurance

Supply chain disruptions pose significant risks for both suppliers and buyers. Suppliers risk losing their customers, facing legal disputes, or damaging their reputation. While buyers can have their ability to maintain production and inventory or meet the quality expectations of their customers. Whether mitigating potential losses or safeguarding reputations, CRM and SRM solutions enable proactive monitoring through audits and scorecards to mitigate risk, enable timely interventions, and streamline corrective measures.

Read more about how an SRM system will boost your Supplier Quality here.

Benefits of using an SRM instead of a CRM for managing suppliers

Both CRM and SRM drive significant value when managed adeptly, fostering symbiotic relationships with zero pitfalls. Redirecting our gaze through the SRM lens unveils a spectrum of advantages awaiting those who adopt innovative and robust SRM solutions:

Enhanced Efficiency

Empowering suppliers with insights into customer needs and demands enhances operational efficiency, facilitating smoother problem resolution and bolstering consumer satisfaction. And when issues do arise, SRM solutions enable buyers to catch them in time and find solutions faster to mitigate the impact on their end customers.

Explore how a Supplier Relationship Management helps your team boost efficiency with Smart Actions and Process Orchestration.

Stability Amidst Volatility

With new global challenges and the inflation of recent years, price volatility has become a more significant problem for Procurement. Amidst market fluctuations, effective SRM provides a long-term outlook that allows parties to forge stable pricing agreements, shielding buyers, suppliers, and end-users from sudden price upheavals. In the same way that CRM enables clear and stable customer relationships, robust Supplier Relationship Management solutions drive more copacetic partnerships between businesses and suppliers that ensure stronger price stability for both parties.

Read more about how to enhance your Supply Chain Risk & Resilience Monitoring with SRM solutions.

Exploring New Frontiers

SRM isn't just about managing existing relationships; it opens avenues for collaborative ventures, paving the way for mutually beneficial partnerships. This is especially important today as an increasing number of businesses are redesigning their supply chains to mitigate global risks, which requires the discovery, onboarding, and qualification of many new suppliers. Just as modern CRM empowers Sales to discover new customers and streamline the sales process, SRM platforms like Kodiak Hub empowers Procurement teams to explore new opportunities and drive faster, smarter supply chain transformation.

Read about The 5 Advantages with SRM Software.

Cost Reduction

Streamlining supplier agreements and renewals with SRM software cuts through administrative red tape, trimming overhead costs, enhancing efficency, and fostering enduring partnerships founded on transparency. This can also be the foundation for forging strategic partnerships with suppliers that delivers long-term cost savings on both sides of the table, with reduced risk of issues with quality or delivery that can drive Procurement teams to search for new suppliers

SRM in Practice

While SRM's theoretical merits are undeniable, real-world examples bring its efficacy to light. Take Toyota, for instance, a trailblazer in nurturing long-term collaborations with suppliers. Despite market downturns, their commitment to SRM has fostered resilience and clarity within their supply chain partnerships.

Similarly, RWC UK's journey exemplifies the transformative potential of SRM. Despite grappling with fragmented data systems, their adoption of Kodiak Hub's SRM solution catalyzed efficiency gains, empowering them to navigate complexities with ease while enhancing sustainability reporting, supplier performance management, collaboration, and innovation.

In essence, while CRM may steal the limelight, delving into the realm of SRM unveils a world of opportunities for businesses keen on forging enduring supplier relationships.

Take a deep dive into how you and your team can adopt an innovation Supplier Relationship Management platform.