ERP and CRM
1) Operations Management
A) "Business Analytics” Please respond to the following:
Examine the role of Enterprise Resource Planning (ERP) and Customer Relationship
Management (CRM). Determine how each system can play a critical role in managing
➢ Provide an example from an industry where analytics is used today either through ERP or
through CRM and determine the ways this technology has helped to deliver quality to the
➢ Assess the challenges that companies might face when trying to implement these types of
Enterprise resource planning (ERP) calls for the harmonization of business management
systems overlooking production, accounting, logistics, finance and human resources. More so,
ERP integrates information flow and daily operations to realize the full potential of the
organization’s resources including human resources, money, material and machines.
Conversely, customer relationship management elaborates on how an organization interacts
with its clients. Besides, CRM uses technology to gather information through a central
database about its customers so as to improve services and support offered. Therefore, using
information acquired the organization is able to identify a new market share and better meet
the needs of the existing market share.
For instance, Toyota is an international company that has been able to effectively use ERP in
collaboration with CRM to ensure their continued profitability. Some of the challenges that an
organization might face when...