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1. Power up your
business: CRM & ERP
for future growth
Welcome to the world of CRM & ERP systems! In today's fast-paced
business environment, it's crucial to leverage the power of integrated
information systems to overcome operational challenges and drive growth.
Let's explore how CRM and ERP solutions can transform your business
operations and propel you towards sustainable success.

2. Operational Challenges in US Companies
1 Fragmented Data
Management
Fragmented data
management systems
lead to inefficiencies in
information flow and
decision-making
processes.
2 Lack of
Collaboration
Departments operate
independently, resulting
in a lack of cohesion
and collaboration
across the
organization.
3 Lack of Real-
Time Visibility
Difficulty in responding
promptly to market
demands and customer
needs due to a lack of
real-time visibility into
business processes.

3. Explanation of CRM and ERP Systems
CRM
Acts as the maestro for customer engagement,
tracking customer interactions and providing
personalized service.
ERP
Manages all aspects of operations, including
human resources, production, financing, and
inventories.

4. Information Systems in Business
1 Input
Capturing raw data from within the organization or its external environment.
2 Processing
Converting raw input into a meaningful form.
3 Output
Transferring processed information to the people who will use it or to the activities for
which it will be used.

5. Enterprise Systems & Business Value
Increasing Operational
Efficiency
Streamlining Workflows
Enhancing operational speed through
streamlined workflows.
Providing Firm-Wide
Information
Supporting Decision Making
Providing firm-wide information to help
managers make better decisions.

6. CRM Impact on Business Processes
Cost Perspective
Eliminating redundancies, errors, and
waste in business processes.
Quality Improvement
Ensuring data accuracy, completeness,
and compliance.
Operational Speed
Streamlining workflows, communication channels, and collaboration efforts.

7. ERP Impact on Business Processes
Cost Reduction
Yielding significant savings by eliminating redundancies, errors, and waste in
business processes.
Quality Improvement
Ensuring data accuracy, completeness, and compliance.
Operational Speed
Enhancing business processes by streamlining workflows and communication channels.

8. CRM Software Products
Operational Aspect Support Analytical Aspect Support
Sales, Service, and Marketing Improving both sales and customer service.

9. ERP and CRM System Impact
1 Cost Perspective
Significant savings by eliminating
redundancies, errors, and waste in
business processes.
2 Quality Improvement
Data accuracy, completeness, and
compliance for improved overall
quality of business processes.
3 Operational Speed
Streamlined workflows, communication channels, and collaboration efforts for enhanced
operational speed.

10. Architecture of Enterprise Applications
1 Firm-wide Processes Coordination
CRM systems inform the coordination of all business processes dealing with
customers in sales, marketing, and service.
2 Customer Service Enhancement
Improved service to existing customers and increased sales through better
customer relationship management.

11. Comparing CRM and
ERP Systems
Customer Relationship Management (CRM) and Enterprise Resource
Planning (ERP) systems are pivotal tools for organizations aiming to enhance
operational efficiency and customer relationships. This detailed analysis
provides insights into the features, benefits, and drawbacks of both systems,
offering a comprehensive view of their role in organizational success.

12. Comparative Features of CRM and ERP
CRM Systems
Focus on managing customer relationships.
Provide a comprehensive platform for tracking
interactions across sales, marketing, and
service departments.
Aim to optimize revenue, customer satisfaction,
and retention by offering insights into customer
behavior and preferences.
ERP Systems
Integrate various functional areas within an
organization, such as finance, HR,
manufacturing, and supply chain.
Facilitate the flow of information between all
business functions and manage connections to
outside stakeholders.
Assist in achieving operational excellence by
providing real-time information to manage daily
operations effectively.

13. Distinct Benefits of CRM and ERP Systems
1 CRM Systems
Enhanced customer satisfaction and
loyalty through personalized experiences.
Increased sales through predictive
insights based on past purchases.
Improved service delivery with accessible
detailed customer information.
2 ERP Systems
Improved efficiency via streamlined
processes and reduced resource usage.
Better decision-making supported by real-
time information and analytics.
Enhanced collaboration through shared
data and visibility across all departments.

14. Challenges and Drawbacks of CRM
and ERP
CRM Systems
Complex and expensive implementation and
customization.
Risks of data privacy and security breaches.
Requires significant training for all users to fully
utilize its features.
ERP Systems
High upfront costs for implementation,
customization, and training.
Potential for disruption during the transition period.
Rigidity can make it difficult to adapt to business
process changes without costly customizations.

15. Customer Intimacy and Operational
Excellence
1 Customer Intimacy - CRM Systems
Manages customer interactions, identifies sales opportunities, and enhances customer
service processes.
2 Operational Excellence - ERP Systems
Integrates internal business processes, streamlines operations, and offers real-time
insights for decision making.

16. Data Comparison: CRM vs. ERP
Data Source Data Volume Data Processing Data Output
CRM: Internal and
external,
structured, and
unstructured data
Medium to high Online or offline Segmented,
customized profiles
ERP: Internal,
structured data
High Online or batch Integrated,
standardized
records

17. Importance and Impact of CRM and
ERP Systems
CRM Systems
Help firms achieve customer intimacy by
managing customer interactions and
identifying sales opportunities.
ERP Systems
Integrate various departments, streamline
processes, and offer real-time insights to
improve internal efficiencies and support
management decisions.

18. Real-world Implementation Success Story
Alcoa Eliminated Redundant Processes
Reduced requisition-to-pay cycle time by
verifying receipt of goods and automatically
generating receipts for payment.
89% Drop in Accounts Payable
Transaction Processing
Centralized financial and procurement
activities, reducing nearly 20% of worldwide
costs.

19. Complementary Role of CRM and ERP
Systems
Enhanced Collaboration
Shared data and visibility
across all departments.
Improved Efficiency
Streamlined processes and
reduced resource usage.
Data-driven Decisions
Real-time information and
analytics for better decision-
making.

20. The Crucial Role of CRM and ERP Systems
1
Operational Excellence
2
Customer Satisfaction
3
Strategic Decision Making
4
Collaborative Work Environment
This underlines the indisputable significance of CRM and ERP systems in enabling organizations to
effectively manage customer relationships, streamline internal operations, make data-driven decisions,
and ultimately drive business success.