Various technologies are used to facilitate customer service management within a company, such as ERP and CRM systems. They help in automating processes, customer proximity and boosting sales .
When both are integrated, they can help a company in many ways other than its growth.
Do you want to know how these tools can do this? What are their differences, advantages and key features?
Follow our article and we will explain all this to you, answering all your questions. Shall we go there?
Definition of ERP and CRM
ERP and CRM systems together help with business management and customer relationships. See the definition of each below:
What is an ERP and what are its characteristics?
ERP stands for Enterprise Resource Planning , which is an acronym for Enterprise Resource Planning. It is a system that has multiple applications within a company and integrates data from various sectors.
Its objective is to connect all the information within an organization so that they receive information simultaneously. With this, it is also possible to be more efficient throughout the process, optimize times, enable better strategic decisions and reduce costs.
ERP also standardizes administrative, financial, commercial, productive and logistical routines, in addition to allowing the control and planning of material, human and financial resources.
In addition to all this, it improves the quality and reliability of management data and reports and facilitates the flow of information between areas and hierarchical levels of the company.
What is CRM and what are its benefits?
CRM stands for Customer Relationship Management . It stands for Customer Relationship Management. It is a software that allows you to track the consumer's journey and facilitates contact with each of them.
CRM does this by recording the interactions of each contact with the company, which makes the work of salespeople easier, who think of more personalized strategies for each client.
It also aims to improve customer relationships and vietnam whatsapp data increase consumer satisfaction, retention and loyalty by centralizing customer data, allowing all customer information to be stored and accessed in one place.
It also allows you to classify customers according to criteria such as profile, preferences, purchase history and purchasing potential, through customer segmentation. This allows you to create more specific and effective campaigns and offers for each group.
With CRM it is also possible to integrate with other systems to expand communication channels and optimize the company's internal processes.
It is worth mentioning that, according to Select Hub , an online software selection platform, the CRM market is projected to reach $80 billion by 2025. This shows that it is an expanding market.
What are the main differences between ERP and CRM?
You already know that ERP and CRM are two systems that can help you manage your business more efficiently and effectively, right? However, they do have some differences.
ERP is a software designed to manage processes within a company and integrate data from different sectors. It facilitates the flow of information and communication between departments.
CRM is a software that focuses on the areas of sales and customer service. It keeps track of negotiations, contacts, and the history of interactions with consumers. In this way, it understands the needs and preferences of customers and retains them in the long term.
So, the main difference between ERP and CRM is that the former is used for internal operations and financial data. The latter is used for external sales and customer service, with a focus on understanding the pain points of each.
However, these two systems can complement and integrate with each other, creating a complete solution for business management.