ERP and CRM

Entrepreneurship and CRM

 ERP (Enterprise Resource Planning) is a type of software system that

helps organizations manage and automate core business processes
across various departments.
 It integrates essential functions like finance, procurement, supply
chain, human resources, manufacturing, and inventory
management into a single unified system.
 By using ERP, businesses can streamline operations, improve efficiency,
and ensure that information flows seamlessly between different
departments, allowing better decision-making.
Importance of ERP

 Importance of ERP:
 Integration of Business Processes: ERP systems consolidate all core
business processes—such as finance, sales, procurement, inventory, and
human resources—into one unified platform. This integration ensures
that departments can work together efficiently, share information
seamlessly, and avoid data silos. It also reduces duplication of work,
saving time and resources.
 Example: In a manufacturing company, ERP integrates the production department
with procurement and sales, allowing managers to see how much stock is available
and ensuring that supplies are ordered in a timely manner to meet customer
demand.
Importance of ERP

 Real-Time Data and Decision Making: One of the key benefits of ERP
systems is that they provide real-time access to critical data across all
departments. This helps businesses make informed decisions quickly, based
on accurate and up-to-date information. Managers and executives can use
real-time dashboards to track key performance indicators (KPIs) and assess
the overall health of the business.
 Example: In a retail business, ERP allows the management to view real-time
sales data across all stores. If certain products are selling out in one location,
the system can prompt restocking or transferring of inventory from a nearby
store to meet demand.
Importance of ERP

 Improved Productivity and Efficiency: ERP systems automate many

routine tasks, reducing the need for manual work and allowing employees to
focus on more value-added activities. It can handle repetitive tasks such as
processing orders, payroll management, and invoicing, significantly boosting
productivity.

 Example: A family-owned restaurant chain may use an ERP system to

automate order processing, payroll management, and supplier
communications, ensuring timely orders and reducing the workload on staff.
Importance of ERP

 Better Financial Management: ERP systems provide accurate and real-

time tracking of financial transactions, making it easier for businesses to
manage their finances. It enables financial teams to track expenses,
revenues, profits, and cash flow more efficiently and generate financial
reports with ease.

 Example: A family business in the textile industry can use an ERP system to
monitor costs related to raw materials, production, and sales. This helps them
optimize pricing strategies, reduce unnecessary expenses, and ensure
profitability.
Importance of ERP

 Scalability and Growth: As businesses grow, they often face

challenges in managing increased workloads, larger inventory volumes,
and complex operational processes. ERP systems are designed to scale
alongside the business, making it easier to manage growth without
significantly increasing overhead costs.
 Example: A growing family-owned construction business can use ERP to
manage multiple projects simultaneously, track budgets, monitor project
timelines, and ensure resources are allocated properly.
 .
Importance of ERP

 Regulatory Compliance and Risk Management: ERP systems help

businesses maintain compliance with regulatory standards by automating
record-keeping and generating reports required by government agencies or
regulatory bodies. This is particularly important for industries with strict
regulations, such as manufacturing, healthcare, or finance

 Example: A pharmaceutical family business can use ERP to ensure that

production processes comply with industry regulations, track ingredient
sourcing, and monitor quality control throughout the manufacturing process.
Importance of ERP

 Enhanced Collaboration Across Departments: ERP systems facilitate

better communication and collaboration between different departments by
providing a centralized platform for sharing data. Employees across
departments can access the same information, which enhances coordination
and collaboration.

 Example: In a family-owned logistics business, the sales team can

collaborate seamlessly with the operations team through an ERP system to
ensure that customer orders are processed and dispatched quickly, without
delays or misunderstandings.
Importance of ERP

 Enhanced Collaboration Across Departments: ERP systems facilitate

better communication and collaboration between different departments by
providing a centralized platform for sharing data. Employees across
departments can access the same information, which enhances coordination
and collaboration.

 Example: In a family-owned logistics business, the sales team can

collaborate seamlessly with the operations team through an ERP system to
ensure that customer orders are processed and dispatched quickly, without
delays or misunderstandings.
Definition CRM

 " Customer relationship management is a comprehensive strategy and

process of acquiring, retaining and partnering with selective
customers to create superior value for company and the customer".
Need Of CRM

 Converting unprofitable customer in profitable one.(Data mining)

 Retention of customer is cheaper than creation of customer.(heavy price
for promotion)
 Increasing Value to customers(Series of satisfying experiences)(more
megastore:: Ballon)
 Converting prospective customer into real customer (data:: Integrating
technology helps to gather data)
Benefit

 Organizations benefit from CRM by focusing on customer retention.

 Once a customer is satisfied with an organization's offerings, they
increase their purchases over a period of time.
 These satisfied customers refer others to the organization. This serves
as a positive word of mouth, which can have a very strong impact on
an organization's reputation.
Software

 SAP
 Oracle
 Amdocs
Type Of CRM

 Operational CRM: Which Involves the area where direct customer

contact is possible
 It provides transaction level data about individual and product.
 Analytical: Analytical CRM is the synthesis and interpretation of
operational data to identify opportunities, optimize customer interaction
and manage business performance. It take data from operational CRM
and Run algorithm.
 Collaborative: It takes things further to next level where it helps in
providing a point of contact between customer, company and business
partners.
Component

 Customer relationship management (CRM) software is the gateway from

your customers into the business.
 It’s the component part of your business software suite which manages
interactions with potential customers through your sales pipeline.
Component of CRM

 Campaign Management (CMA)

 Sales Force Automation (SFA)
 Customer Service and Support (CSS)
Components of Customer Relationship
Management

 Sales Force Automation

 Sales Force Automation is the most essential components of customer
relationship management.
 It includes forecasting, recording sales processing as well as
keeping a track of the potential interactions.
 Some of the major elements of the same are Lead Management,
Account Management, Opportunity Management, Forecasting, Contact
Management, Activity Management, Email Management and Reporting.
SFA

 Territory management – to help your salespeople make the most out

of their sales territories
 Opportunity management – to track prospects through the various
opportunity statuses
SFA

 Forecasting – assigning % probability to each prospect in order to

accurately forecast sales values and successes
 Incentive management – to calculate commissions
 Intuitive Upsell – allow salespeople to maximise their success by
offering to upsell based upon previously purchased items or typical
combinations
Campaigns Management Automation

 Campaigns are usually conducted-

 On the launch of a new product
 On the re-launch of an existing product
 To strengthen the brand image
 For a specific occasion
 When new versions of an existing product are launched.
Customer Service

 Customer Relationship Management emphasizes on collecting customer

information and data, their purchase informations and patterns as well
as involves providing the collected information to the necessary and
concerned departments. This makes customer service an essential
component of CRM.
CSS

 A great case management solution will allow your customers to:

 Log cases themselves via email, phone or website
 Track responses from request to resolve
 Reorder products or services from a customer portal
CSS

 Great case management software will allow you to:

 Effectively and speedily respond to customers
 Track interactions back and forth between customer and service rep
within one system and against the customer record
 Track time and materials incurred against cases
 Reporting based on outcomes
Human Resource Management

 Human Resource Management involves the effective and correct use of

human resource and skills at the specific moment and situation.
 This requires to be make sure that the skills and intellectual levels of the
professionals match the tasks undertaken by them according to their job
profiles.
Human Resource Management

 This requires to be make sure that the skills and intellectual levels of the
professionals match the tasks undertaken by them according to their job
profiles.
 It involves adopting an effective people strategy and studying the
skills or the workforce and the growth being generated thereby
designing and implementing the strategies needed accordingly with the
aim of achieving development.
Lead Management

 Lead Management as the name suggests, refers to keeping the track of

the sales leads as well as their distribution.
 The business that are benefitted by this component of CRM the most are
the sales industries, marketing firms and customer executive centres.
Lead Management

 It involves an efficient management of the campaigns, designing

customized forms, finalizing the mailing lists and several other
elements.
 An extensive study of the purchase patterns of the customers as well as
potential sales leads helps to capture the maximum number of sales
leads to improve the sales.
Marketing

 This is done by making an observation and study of the potential

customers. It is a component that brings along various sub-elements or
aspects. Some of the major elements of marketing are List Management,
Campaign Management, Activity Management, Document Management,
Call Management, Mass Emails and Reporting. The use of the aforesaid
elements varies from business to business according to its nature and
requirements as well as the target crowd.
Marketing

 Effective multi-channel campaign management – to help you

streamline marketing campaigns across your website, email, events and
social
 Collaborative tools like task allocation and reporting – to enable
better working between sales and marketing departments
Marketing

 Lead reporting and analytics

 Landing pages and forms – so that anyone completing a form on your
site posts directly into your system for follow up
 Delivers full email marketing automation – from creation to
execution
Workflow Automation

 CRM comes with a management of sales, customer care reports and

marketing. The customer care reports assist the executives of a
company to gain an insight into their daily work management and
operations.
 Another significant feature is the forecasting and the ability to export
the business reports on other systems. In order to make comparisons,
one can save historical data as well.