Collaborative CRM is the option that includes relationship management with external stakeholders in the value chain. Collaborative CRM refers to the use of technology and processes to facilitate collaboration and communication between a company and its external stakeholders, such as customers, suppliers, partners, and distributors. It focuses on building strong relationships with these stakeholders to enhance the overall value chain.

Here is a detailed explanation of why Collaborative CRM is the correct option:

Collaborative CRM:
Collaborative CRM is a strategy that involves integrating and coordinating customer interactions across different channels and touchpoints. It aims to improve customer satisfaction, loyalty, and overall business performance by fostering collaboration and communication with external stakeholders.

Relationship Management with External Stakeholders:
Collaborative CRM focuses on managing relationships with external stakeholders in the value chain. These stakeholders play a crucial role in the success of a business, and effective relationship management can lead to various benefits such as increased customer loyalty, improved supply chain efficiency, and enhanced partner collaboration.

Value Chain:
The value chain refers to the series of activities that a company performs to deliver a product or service to its customers. It includes primary activities such as inbound logistics, operations, outbound logistics, marketing and sales, and service, as well as support activities such as procurement, technology development, human resource management, and firm infrastructure.

Collaborative CRM and the Value Chain:
Collaborative CRM is closely linked to the value chain as it focuses on optimizing the interactions and relationships with external stakeholders involved in each stage of the value chain. By leveraging technology and processes, collaborative CRM enables effective collaboration and communication with customers, suppliers, partners, and distributors.

Benefits of Collaborative CRM in the Value Chain:
Implementing collaborative CRM in the value chain can lead to several benefits, including:

1. Improved Customer Satisfaction: By actively involving customers in the value chain and addressing their needs and preferences, collaborative CRM helps enhance customer satisfaction.

2. Enhanced Supply Chain Efficiency: Collaborative CRM facilitates better coordination and communication with suppliers, leading to improved supply chain efficiency, reduced costs, and increased responsiveness.

3. Strengthened Partner Collaboration: Collaborative CRM enables better collaboration with partners and distributors, fostering mutually beneficial relationships and driving business growth.

4. Increased Customer Loyalty: By providing personalized and seamless experiences across multiple channels, collaborative CRM helps build strong customer relationships and enhances customer loyalty.

In conclusion, Collaborative CRM is the option that includes relationship management with external stakeholders in the value chain. By leveraging technology and processes, collaborative CRM enables effective collaboration and communication with customers, suppliers, partners, and distributors, leading to improved customer satisfaction, enhanced supply chain efficiency, strengthened partner collaboration, and increased customer loyalty.