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Customer relationship management (CRM)

Customer relationship management (CRM)

Customer relationship management can be understood as practices, strategies and technologies which are used by companies to manage and analyze customer interactions and data throughout the customer lifecycle. This is done with an aim to improve business relationships with customers. This helps in customer retention and also drives sales growth. The major use of CRM systems is to compile information on customers across different channels or points of contact between the customer and the company including company's website, telephone, live chat, direct mail, marketing materials and social media. CRM also displays the capability of providing customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns. ERP Software or Enterprise Resource Planning Software ERP software (or Enterprise Resource Planning Software) is an incorporated system which is used by organizations for three major things; they are combining, organizing and maintaining the data necessary for operations. ERP systems unite an organization's key operations which include the manufacturing, distribution, financial, human resources and customer relations departments, into one software system. There are two processes which can be very daunting for various executives and project teams which are selecting an ERP software package and implementing it correctly. They are supposed to be performed with complete focus resulting in stimulating an organization by streamlining and synchronizing its separate departments into one unified software system. These tasks are supposed to be performed with concentration because if they are done without focus and solid planning, the ERP software project can have severe repercussions that would negatively affect the organization for many years to come. ERP Software Benefits

  • Increases informed decision making
  • Cost saving solutions through organized business processes
  • incorporates business processes resulting in better control
  • ERP helps in improving work flow and information flow in an organization
  • Facilitates transparency in various processes involved
  • Increases efficiency and effectiveness in functions resulting in improved customer service and satisfaction
  • Facilitates co-ordination of activities between different departments
  • Provides quality communication channels leverage
  • IT Infrastructure and information assets
  • Provides a viable edge combination

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