Defining Demand Management .............................................................................

Components of Demand Management..............................................................

Evaluating Forecast Performance .........................................................................

Measures of Forecast Error ...................................................................................

Calculating Forecast Error .....................................................................................

Mean Absolute Deviation (MAD) of the Forecast Error..................................

Standard Deviation ...........................................................................................

Normal Distribution of Forecast Error.................................................................

Forecast Bias ...............................................................................................

Mean Absolute Percentage Error (MAPE .............................................................

Tracking Signal ....................................................................................................

Limits of Forecasting .........................................................................................

Defining CRM .........................................................................................................

Order Management .............................................................................................

Order Management Process ..................................................................................

Order Promising ..............................................................................................

Customer Service Management ....................................................................

Information Technologies .................................................................................

Performance Measurement ..................................................................................

Review, Terms, Discussion Questions, Exercises.....................................

Terms Check ........................................................................................................

Performance Check ..........................................................................................

Discussion Questions ........................................................................................

Case Study ......................................................................................................

Suggested Additional Readings ....................................................................