While an ERP helps with the overall planning and management of an organization, a Customer Relationship Management system (CRM) is specifically applicable to sale, marketing, and services in the company. A CRM can help a company better understand its customers, what they want, their buying patterns, and how best to serve them.
A CRM is just as important as an ERS because no matter what, when you are out of customers, you are out of business. CRMs help better ensure that you are taking care of your customers in the most efficient and effective way possible.
- Prepare to discuss Customer Relationship Management and how it can contribute to the competitive advantage of an organization. Ensure the following points are addressed.
- Define a CRM
- Identify the key features of a CRM system
- Through your Internet research, explain and evaluate how a CRM system contributed to the competitive advantage of a business or organization.
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