Application software, end users, business processes and computer systems (hardware and operating systems) are four components common
to business information systems or Management Information Systems (MIS). ERP systems, CRM systems, and SCM systems consist of those
same components. The characteristics of each components may be different for each category of enterprise software - ERP, CRM or SCM.
CRM Software
Module-based CRM software applications are the core of a CRM system. Each software module automates or supports one group of business
activities related to the management of customer relationship. Common CRM modules include modules for lead management, pre-sales,
post-sales, call center, contact center and helpdesk. As customer-centric software applications, CRM systems have been widely implemented
in industries (financial and other service industries) that demand intensive customer interaction.
Business Processes
CRM attempts to improve the business processes relevant to the acquiring, enhancing and retaining of customers. In contrast, the primary goal
of an ERP is to improve and streamline internal business processes, and SCM aims to facilitate the collaboration between the organization,
its suppliers, the manufacturers, the distributors and the partners.
Anthony, R. A classifies business processes into three levels - strategic planning, management control and operational control.
While part of both ERP and SCM are responsible for enterprise strategic planning, CRM systems support and automate activities at
management control and operational control levels.
Users
Following Anthony, R. A's classification of organizational processes, workers can be classified into 1) those who execute strategic planning,
2) those who perform managerial control, and 3) those who do operational control. Most of CRM users are at management control and
operational control level.
CRM Technical Architecture
To support the remote access to CRM backend for mobile workforce, CRM systems has evolved into a more sophisticated technical architecture.
Technical architecture of CRM Systems consists of three major components:
- CRM Backend - The backend of CRM systems are similar to ERP and SCM system which usually run on UNIX, Linux or NT operating systems.
- Client Hardware - It could be a PC or handheld devices for accessing enterprise information.
- Mobile Middleware - A middleware facilitates the interactions between CRM backend software and access devices or PCs. The Mobile middleware
provides great benefits for mobile workers to access and share enterprise information across organizational lines and locations.
Related Topics
CRM Definition - What is CRM?
CRM News Portal
Functional Modules of CRM Software Applications
CRM Technology Overview and Comparison - Online CRM, Hosted CRM and Wireless CRM
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