Discuss the components of Customer Relationship Management in ERP - MBA Notes

Answer:

The components of a Customer Relationship Management system are:

· CRM Software:

o The core of a CRM system is module-based CRM software application.
o Each software module automates business activities pertaining to one functional area of the CRM.
o Common modules in CRM software system include customer contact management, direct marketing, sales automation, call centre applications and helpdesk module.

· Business Processes:

o Business processes within an organisation are grouped into three levels – strategic planning, management control and operational control.

 
o While ERP has been promoted as solution for supporting or streamlining business processes at all levels, CRM systems are clearly designed to enhance management control and operational control in the chain of customer relationship.

· Users:

o The primary users of CRM systems are workers that perform management control and operational control. 

In an extended enterprise environment, the CRM users may include customers and business partners.

· Hardware and Operating Systems:

o UNIX is the most common operating system for running CRM software. 

Larger CRM systems are usually UNIX based. Windows NT and Linux are other popular operating systems to run CRM software.

# MBA Notes

# MBA Assignment Notes