overview about the difference between CRM and ERP

1. ERP VS CRM
Rym DAKHLI
Rym.dakhli@isetrades.co
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2. PLAN
 ERP explanation
 CRM in relation with ERP
 CRM explanation

3. INTRODUCTION
 ERP explanation
 A typical entreprise has it's departments called also business units BU.
 BU continusly communicate and exchange DATA .
 The effective communication and DATA exchange is the organization's success.
 The entreprise's software system can be : DECENTRELIZED or CENTRELIZED ;

4. DECENTRELIZED SYSTEMS
 Decentrelized systems is where Busiess units don't have any access to each others DATA ,
This may cause extra money consuming
Cutomer Sales
Inventor
y
Need urgently a product
Doesn't have a real
time information
access to the inventory
Check availability
of the product
This process takes time
==> dissatisfaction of
the customer

5. CENTRELIZED SYSTEM
 Or also called ERP entreprise resource planning (or PGI progiciel de gestion integree)
 Data is maintained as a central location and shared by all BU .
 No DATA duplication and NO waste of time
 CRM in ralation with ERP
 As the schema represents CRM is a business unit integrated
in the ERP system , But when considering them as two seperated ,
stand alone , systems we can see that they are similar , their main goal is to
Increase sales and improve efficiency .
FRM
HRM
ERP
MR
P
CRM

6. CRM
 When talking about CRM the first question we should ask is :
WHY CRM?
To get a better connection with our customers and get them satisfied we should be
the central hub of all their needs .
HOW ?
By a relevent touch and a specific context for every person every time .
==>CRM is more then a simple marketing tool but a way to control sell progress and real time
reports .

7. ADAPTATIVE CRM SOLUTION
CRM
Sales
management
Analysis
Prospecting
marketing
Support and
accompaniement
(ticketing )

8. ADAPTATIVE CRM SOLUTION
 Support accompaniement :
When Vendors need to get paid ,customers need to get invoiced ,bugs need to be fixed,
and everyone needs to know that they have been fixed.
And at the end of the day, you’ve got to know who wanted what, who did it, when it got done, and most importantly what
remains undone?
This is where comes the ticketing system.
A typical ticketing system will do :
• Resigter an event
• Asssign an owner to the ticket
• Track changes to the ticket and inform intersted parties
• Report on status
• Close a ticket

9. ADAPTATIVE CRM SOLUTION
 Sales management
Deals with planing actions ,Customer accounts , contacts and opportunities .
 Analysis
Dashboards , real time statistics and customizable reports .