Ask Your Expert

Ask Your Expert

Is CRM part of ERP or a separate business software category?

It is BOTH. As a singular category, CRM comprises of sales force automation, marketing automation and customer support. As an element of ERP, CRM is one of the five ERP pillars, where the other four pillars are financial accounting, distribution or supply chain management, manufacturing and human resources/payroll.

CRM is best described as the progression and application of a strategy for conducting interactions with past, existing and future customers. It covers all customer-oriented activities from potential market identification to customer goodwill. It is technology enabled, and involves data capture and analysis, information generation and distribution, and customer-oriented activity. CRM has a central database and integrates with an ERP system and different channels of interaction. CRM is a multi-participant inclusive design and is equipped to brilliantly manage all the participants.

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