ERP v/s CRM

PCBizness Technosoft Pvt. Ltd.

ERP & CRM Compiere is an open source ERP software application with fully integrated CRM software solutions. The firm provides a comprehensive solution for small and medium enterprises (SMEs) in distribution and service on a global basis and covers all areas from customer management and supply chain to accounting. Compiere Open Source ERP & CRM especially supports service and distribution (retail and wholesale) industries with an integrated web store, covering material management, purchasing sales,

When using SAP ERP as a backend, the SAP Web Channel Experience Management provides a profound eCommerce solution with up-to-date functionality, but in general it lacks all eMarketing and eService features, which are leveraged by a SAP CRM backend.


When using SAP CRM as a backend, the SAP Web Channel Experience Management provides a consistent and comprehensive customer experience covering the eCommerce channel, Service and Knowledge Management, Marketing features like Campaign and Loyalty Management (collect and redeem points), and Community features. With a SAP CRM backend modern Retail features like in-store pickup, in-store availability check and a store locator are offered to attract customers for a drive by pickup of the goods they have bought during the day.
WCEM uses the dynamic search capabilities of the Web Channel Catalog based on SAP MDM allowing a (logical) category mode navigation and can display the search results with their attributes grouped in the left hand navigation bar (like price from 1 to 10, 11 to 50, colors, ...).

Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and technical support.

CRM products come with many features and tools and it is important for a company to choose a product based on their specific organizational needs. Most vendors will present information on their respective websites.

Features These are what the product actually does and what value it can provide to an organization.
Support Many CRM vendors have a basic level of support which generally only includes email and/or access to a support forum. Telephone support is often charged in either an annual or ad hoc pricing strategy. Some companies offer on-site support for an extra premium
Pricing This will be shown either per-user or as a flat price for a number of users.Vendors charge annually, quarterly, or monthly with variable pricing options for different features.
Demonstration Periods Many vendors offer a trial period and/or online demonstrations.

Characteristics of CRM

Relationship management is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers’ requirements, direct online communications with customer and customer service centers that help customers solve their issues.
Sales force automation. This function can implement sales promotion analysis, automate tracking of a client’s account history for repeated sales or future sales, and also сoordinate sales, marketing, call centers, and retail outlets in order to realize the salesforce automation.
Use of technology. This feature is about following the technology trend and skills of value delivering using technology to make “up-to-the-second” customer data available. It applies data warehouse technology in order to aggregate transaction information, to merge the information with CRM products, a

nd to provide KPI (key performance indicators).
Opportunity management. This feature helps the company to manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections.
CRM in developing and maintaining client relationships
Increasingly CRM is expanding outside of the core sales and marketing areas and systems are available that incorporate support and finance data also into the CRM view that a user gets, enabling a wider holistic view of a customer from one screen for a user.
Customer relationship management systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales.

Features - CRM. vs. ERP

Store Locator, In-Store availability, In-Store PickUp
These multi channel store features are only available with a CRM backend. A development on project basis with the ERP backend is considered to be a high effort.
 
eService, eMarketing, Loyalty Management
All these features are only available when using a CRM backend.

SAP Retail specific "Generic Articles"
SAP Retail specific "Generic Articles" are only supported when using a CRM backend and an MDM catalog. The scenario of an ERP backend and MDM catalog does not supported "Generic Articles".