There is a close relationship between enterprise resource planning and customer relationship management. Both are systems that help streamline and automate certain crucial functions of a business. CRM is a system that manages customer related issues and functions of a business while ERP is linked to inner functions and processes of an organization. In any organization both these systems cannot exist separately as they need to work or complement each other. No front office operation is possible to run without support from back office functions.
Processes related to customer relationship managementWhen it comes to customer relationship management it is a process which defines how customer contacts, queries and transactions are managed in a business. Functions related to CRM are new customer campaigns, and communication activities with new and existing customers, handling customer queries and providing customer support. These functions differ from one organization to another, depending on the nature of working or business domain.
The process included in the ERPERP on the other hand, deals with the different internal business functions of a company. It has modules and networks that link different functions and departments. Hence, from leave HRMS system in Singapore to the distribution database of manufacturing department, even sales and marketing as well as CRM becomes modules that are linked to this robust, internal system. Processes that come under ERP are all inclusive, from inventory management to production planning, customer service, purchase and resourcing functions and so forth. Such a system helps automate the different processes, from project management to distribution, sales, manufacturing to financial functions.
Dependence on one anotherWhen it comes to the relationship between these two modules the focus of both modules are different, but they are interdependent on each other. Cloud CRM usually takes input from ERP modules to provide information or complete customer related transactions or queries. For instance, if a customer has a query related to pending shipment delivery, the CRM software will be able to provide the data by pulling it up from related distribution or sales modules where such data are uploaded. Hence, without the support of ERP CRM functions would be incomplete.
Any organization that has ERP can easily incorporate CRM into its customer management functions. That is because such a module is usually part of such a system or can be made part of ERP easily. Many ERP systems also come with inbuilt CRM module. That makes the investment worthwhile for client organizations as such software does not need to be purchased or implemented separately. Integrated ERP and CRM modules ensure efficient working of any organization.
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