Question

1. Define and describe an enterprise system and explain how enterprise software works.
2. Define and describe customer relationship management and explain why customer relationships are so important today.
3. Describe the capabilities of customer relationship management software for sales, marketing, and customer service.

Answer 1

1. An enterprise system is software that coordinates all of your business with sales, accounting, finance, human resources, inventory and manufacturing. Using such technology will increase the efficiency of your company. This particularly applies to the management of your supply chain. Instead of ordering and tracking supplies from multiple departments, your enterprise system can spot overorder while avoiding duplicate orders and unnecessary supply stocks. You can also identify delivery problems, lost orders and tracking. One of the biggest advantages of using a company process to control the supply chain is that you can concentrate on the needs of the whole business. Because you can get discounts for bulk buying, your business system can help you calculate the maximum amount of supplies you need for your company and thus save money. In knowing that suppliers have the best on-time delivery track record and the best price, you can also save.

2. CRM helps businesses develop a customer relationship which, in effect, builds satisfaction and retention of customers. Since customer loyalty and sales are both attributes that influence the profitability of a business, CRM is a management strategy which results in increased income for a company. A CRM tool at its core creates a simple user interface for data collection that helps businesses to recognize and communicate in a scalable way with customers.

Management of customer relationships is easy at its heart. It can be implemented in a vast array of methods, however: websites, social media, phone calls, chat, mail, email and various marketing materials can all be integrated into a CRM solution. It does not only benefit larger businesses because of the diversity of CRM— the use and maintenance of a CRM tool is the basis for a scalable sales and marketing system. Any business would profit from keeping a record of which leads and clients can be correlated with communications, transactions and marketing material.

3. Customer Relationship Management (CRM) is a technology to manage all customer and potential customer relationships and interactions with your company. The objective is simple: to improve relationships between businesses. A CRM system helps companies remain customer-connected, streamline procedures, and increase productivity. People usually refer to a CRM program when people talk about CRM, a tool that helps with contact management, sales management, profitability, and more. You can get a simple summary of your clients using a CRM program. You can see everything in one place— a simple, interactive dashboard that can tell you the previous history of a customer with you, the status of their orders, any unresolved problems with customer service, and more.
While CRM systems have historically been used as sales and marketing tools, the use of them by customer service teams has great advantages. Customer today may raise a problem in one channel— say, Twitter — and then switch to private email or telephone to solve it. A CRM platform allows you to monitor the request across platforms without losing track, offering a single view of the client for sales, product and advertising.