Enterprise Resource Planning (ERP) is a process used to manage companies and connect important parts of a business such as sales, inventory, and marketing together through one collective software. Customer Relationship Management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. ERPs and CRMs are both important for a company to have. ERPs focus more on helping the company run a successful business and connecting their finances and operations to one database, while CRMs focus on storing and managing the interactions and information with customers within a company. An ERP will tell an employee what they need to do while a CRM will give them the information to do it. They go hand in hand. Without one of them there are bound to be many issues like overlapping customers, not remembering information about the customers which in turn leads to less efficiency and a loss in sales.
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HI Lisbeth,
I do agree that CRM and ERPs work hand in hand to optimize customer experience. ERPs help make data so much more attainable which makes processes more efficient. It prevents mistakes in answering customers. This will help with customer satisfaction because they can get more clear and accurate information.
Lisbeth,
You did a great job at explaining how CRM and ERP work together to make a better experience for customers. I also think that you did a good job of mentioning the difference between the two as well. ERP and CRM are definitely important to the efficiency of a company.