ERP in Customer Relationship Management
The Customer Relationship Management (CRM) software allows an organization to manage its relations with the customer in a structured manner. Generally, CRM software is divided into three main modules:
- Customer Service
While these three are the main modules, the CRM software is not restricted to them. The CRM modules can and should be incorporated into the Enterprise Resource Planning (ERP) software which provides the management of an organization with insightful information by organizing data collected from the different levels of the business.
By incorporating the CRM module, the standard functions of the ERP software can be enhanced. This will allow organizations to improve upon the components that they are comprised of, such as, supply chain, finance, projects, human resource, etc. These components ensure the functioning of an organization and improving them is likely to have a positive impact on other fractions of the organization.
Most importantly, it will give a more clear cut picture of the customers who can now be served in a more efficient manner. This is likely to lead to an increase in the rate of customer retention as more lasting relationships can be built. Moreover, it will enable the organization to maximize on any existing or upcoming opportunities. The integration of CRM module into ERP will commission the organization to deliver more value-added services, giving them an advantage over their competitors.
Therefore, as a result, a more comprehensive data set can be compiled which can be used by the management to increase productivity levels while stimulating growth.