Hệ thống ERP là gì? Tích hợp CRM và ERP vào doanh nghiệp

What is an ERP System?

ERP (Enterprise Resource Planning) is a resource management software that can be deployed for companies of all sizes and sectors. This system aids in controlling the financial and accounting aspects of a business. It integrates all information related to revenue and expense management, reviews the tax implications of all activities, and supports the development of new strategies.

ERP provides accurate, real-time financial information, supporting decision-making and effective financial management. Additionally, ERP systems help businesses track and manage the supply chain, from raw materials to finished products, optimizing production processes and delivery.

Comparing CRM with ERP

CRM and ERP are two popular enterprise software systems that play crucial roles in optimizing operations and enhancing business efficiency. However, these systems have fundamental differences in their purposes, scope of management, and data. Choosing the appropriate system depends on the specific needs and goals of each organization.

Purpose:

ERP: Focuses on the overall management of enterprise resources, including finance, production, supply chain, human resources, etc. The primary goal is to optimize operational processes, enhance efficiency, and reduce costs.

CRM: Focuses on managing customer relationships, including collecting, storing, and analyzing customer data, supporting sales, customer service, and marketing. The main goal is to attract potential customers, increase conversion rates, and enhance customer loyalty.

Scope of Management:

ERP: Manages all business operations from input to output. ERP systems integrate data from various departments, providing a comprehensive view of the organization's activities.

CRM: Concentrates on customer-related activities, including sales, marketing, and customer service. CRM systems help businesses better understand customer needs and desires, enabling them to develop strategies to attract and retain customers.

Data:

ERP: Focuses on business operation data such as financial data, production data, inventory data, etc.

CRM: Focuses on customer data, such as personal information, purchase history, buying behavior, etc.

Benefits of Integrating CRM with ERP

Integrating CRM with ERP allows businesses to synchronize customer data and financial correlations between departments. In traditional management methods, businesses often use multiple software systems, each with its own cost, revenue, and profit structures, making it challenging to consolidate and calculate financial information. Integrating CRM with ERP addresses this issue, thereby enhancing the efficiency of the company's financial operations.

Integrating both systems provides a comprehensive overview of business operations and customer management, allowing for detailed customer data analysis and more accurate forecasting. This enables managers to make informed strategic decisions and guide the business effectively.

With CRM capabilities on the ERP system, businesses can perform the following activities:

• Manage information on potential customers.
• Track customer service interactions.
• Send appointment reminder emails to users and customers.
• Send quotation emails to customers.
• Manage orders.
• Manage customer lists.
• Send targeted Email Marketing campaigns to customers.

Conclusion

CRM and ERP are powerful tools that help businesses manage operations more effectively and optimize processes. The combination of these systems offers significant benefits, from improving customer relationships to optimizing internal operations. While implementing CRM and ERP can present challenges, the integration advantages and long-term benefits they provide will undoubtedly support sustainable growth and competitiveness in an increasingly tough business environment.

Salesforce’s CRM 360 solution is considered one of the leading CRM platforms worldwide, offering intelligent, automated capabilities integrated with AI. Salesforce CRM is regarded as the backbone for businesses focusing on customer experience—the current essential trend for enterprises.