Excellent customer service is about being aware of customer needs and reacting to them effectively. CRM facilitates you to understand, anticipate and respond to your customers' needs in a consistent way, right across your organization.
CRM assists your business as a too to determine your customers' needs and future sales by:
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Develop better communication channels. |
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Collect vital data such as detail needs of customer and order history. |
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Create detailed profiles such as customer preferences. |
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Deliver instant, company-wide access within organization. |
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Identify new selling opportunities by analysis of statistical history of product sales. |
Benefits of having CRM is to reduce operation costs by using web site as contact point and shorten time on closing details, responses from customers. CRM also simplify marketing and sales process by understanding customer needs.
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 Enterprise Resource Planning (ERP) |
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Benefits of implementing ERP system is integration of manufacturing, financial and distribution functions to dynamically balance and optimize the enterprise's resources. ERP is the technological evolution of MRP empowered by relational database management systems and computer-aided software engineering. ERP can enable enterprises to optimize business processes and provide necessary management analysis and appropriate efficient decision.
In addition to increasing efficiencies, other major benefits to implement ERP:
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Formation of a backbone of data storage and accessibility that allows global wide access. |
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Greater accessibility to data, allowing management up-to-the-minute access to information needed to make key decisions. |
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Ability to track actual costs of activities and perform activity based costing. |
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Elimination of duplication and the current practice of building stand-alone databases and spreadsheets to enter and manipulate data for reporting purposes. |
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Establishment of uniform processes that are based on recognized best business practices. |
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| Enterprise Content Management |
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Content drives business - web pages, branded images, litigation documents, online communication is the lifeblood of business. Delivering appropriate information to customers in timely manager is a key to win successful deals in today's competitive business. Enterprise Content Management enables enterprises to create, store, reuse and publish new contents instantly. It accelerates content creations without inefficiency, misinformation which causes degrading band value. The ability to comprehensively manage and unleash information by ECM delivers a massive tangible return on investment and sustainable competitive advantage.
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Cutting costs by unifying point solutions for content management and document-handling requirements into a single platform. |
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Delivering accurate and timely information that is highly personalized and available in a broad range of output formats. |
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Accelerating knowledge transfer to employees, partners, and customers. |
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Shortening decision cycles and compressing business cycles. |
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Identifying and mitigating against the risk of supporting large libraries of unmanaged content. |
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Lowering the cost of regulatory compliance programs by distributing accurate, timely and re-usable content, and tracking its lifecycle from creation to destruction . |
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| Enterprise Information Portal |
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The enterprise information portal (EIP) servers a single gateway to a company's information and knowledge base for employees, business partners, and possibly for customers. Packaging important elements of information sharing in one,
EIP provides:
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Access/search allows an individual to get all information needed in the desired context. |
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EIP categorizes all information so that it is delivered to the user within the context. |
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EIP allows individuals to collaborate regardless of geographical location. |
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Information provided by EIP can be personalized to that person's role, preferences, and habits. |
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Multi-layered security allows only authorized individuals to access to permitted information. |
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| Enterprise Application Integration (EAI) |
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Enterprise application integration facilitates the flow of information and straps transactions among disparate and complex applications and business processes within and among the organizations. A standard EAI system provides with a broad range of services ranging from security management, protocol management, data mapping, and other related functions. These services define the functionality and flow of data in the application. EAI solutions can benefit an organization by providing end-to-end visibility and control of business operations. This control improves interactions with partners and customers; increases responsiveness to business changes; enables new market opportunities; and makes captured knowledge more widely available.
EAI proves beneficial to businesses for varied number of reasons:
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Increased Efficiency: The ability to automate business processes across the enterprise and across existing boundaries. |
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Value of information: Redundant databases are aligned eliminating duplicate data. |
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The EAI strategy is to create one interface per application which lowers the cost of upgrades or modifications/additions to applications. |
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Increased productivity. |
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Improved Customer Service. |
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The ability to extend applications to more users. |
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