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Q7-4 How Do CRM, ERP, and EAI Support Enterprise Processes?

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Sales Management
Applications
Applications

Solicitation and
Lead Customer
Management Support
Applications Applications
ERP
Database
Human
Resources Accounting
Applications Applications

Inventory Manufacturing
Figure 7-10 Applications Applications
ERP Applications

However, it will know to bend over backward for customers that have generated hundreds of thou-
sands of dollars of business. The result to the customers is that they feel like they are dealing with
one entity, not many.
CRM systems vary in the degree of functionality they provide. One of the primary tasks when
selecting a CRM package is to determine the features you need and to find a package that meets
that set of needs. You might be involved in just such a project during your career.

Enterprise Resource Planning (ERP)

Enterprise resource planning (ERP) is a suite of applications called modules, a database, and
a set of inherent processes for consolidating business operations into a single, consistent, comput-
ing platform. An ERP system is an information system based on ERP technology. As shown in
Figure 7-10, ERP systems include the functions of CRM systems but also incorporate accounting,
manufacturing, inventory, and human resources applications.
The primary purpose of an ERP system is integration; an ERP system allows the left hand of
the organization to know what the right hand is doing. This integration allows real-time updates
globally, whenever and wherever a transaction takes place. Critical business decisions can then be
made on a timely basis using the latest data.