1. Customer Relationship Management
Customer relationship management (CRM)
o Business processes involving customer interactions
o Data analysis to predict future behavior
o Managing customer relationship
Supply chain management (SCM)
o Business processes involving suppliers
o New product design & development processes & product life cycle
CRM
โข Front-end interface with customer to sales and marketing
โข Comprehensive approach
โข Developed from sales force automation software
โข Provides sales force with management tools
โ Sales activity
โ Sales and territory management
โ Contact databases
โ Leads generation and monitoring
โ Product-specific configuration support
โ Knowledge and information resource management
โข Needs an underlying Sales and Marketing ERP module for operational-level data
โข CRM data accessible through data warehouse