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A Dynamic Duo for Retailers: Integrating ERP and CRM

Posted by Indusa Admin on September 24, 2015 4:38 am

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Enterprise resource planning (ERP) and customer relationship management (CRM) software are both integral aspects of any retailer’s business strategy. With ERP, your business can achieve centralized store management and powerful merchandising. With CRM, employees will be able to delight customers with social listening and service functions. Both systems are equally important in allowing your business to flourish, but more often than not, they operate independently of each other.

Why Should I Integrate an ERP and CRM?

Integrating existing software can seem like a time-consuming and costly challenge if you’re unaware of the potential benefits. The truth is that integration of ERP and CRM systems can provide a compelling return on investment. By integrating ERP and CRM, software retailers can empower employees, connect to customers, and operate with enhanced insights.

The marketing, sales, service, and supply chain departments will be able to execute improved functionalities and processes to enhance your business.

9 Solid Reasons to Integrate an ERP and CRM

Listed below are nine ways ERP and CRM integration can benefit your business:

1. Omni-Channel Management

  • Achieve unparalleled visibility and control across all of your channels: brick-and-mortar stores, e-commerce, mobile sites, and social commerce.
  • Enhance customer convenience by allowing “buy online” and “pick up in store” features.
  • Create new opportunities for customer service with integration between the online marketplace and stores.
  • Enable ad promotions, recruiting functions, and product quotes online.

2. Centralized Store Management

  • Manage your POS terminals with visual and functional profiles, user interface layouts, and employee permissions.
  • Gain insights with consistent and accurate data.
  • Ensure critical updates across your organization such as updates to loyalty points, inventory and financial information, and sales orders.
  • Manage your staff at store, regional, and global levels depending on business needs.

3. Powerful Merchandising

  • Engage in flexible pricing including discounts, coupons, mix-and-match and buy-one-get-one free deals.
  • Achieve unparalleled assortment management with creation, scheduling, tracking, item hierarchy, and category management functions.

4. Online Storefront and Content Management

  • Fully integrated online storefront with content management via industry standard tools.
  • Enhanced online experiences with search functions that deliver the most accurate content from managed content, authored content, catalogs, and other relevant sources.
  • Create personalized content with device recognition and historical click pattern functions.

5. E-Commerce Management

  • Manage your hierarchies, categories, refiners, payments, shopping cart, order fulfillment, shipping, and other e-commerce functions.
  • Efficient catalog coding to reduce complexity and confusion.

6. Customer Care

  • Identify trends and offer personalized service with access to real-time, actionable data.
  • Maintain comprehensive customer information including contact, service, and order records.

7. Social Commerce

  • Implement promotions, discounts, coupons, and deals through social sites.
  • Enable recall and redemption through other channels.
  • Receive valuable insights through customer data and analytics.

8. Order Management

  • Create orders and quotes in real-time for customers by using POS order capabilities.
  • Accept, fulfill, and track orders.
  • Apply and manage tax schemas.
  • Manage inventory reservations, and perform price and inventory checks.

9. Replenishment

  • Seamlessly replenish inventory based on schedule or need.
  • Gain insights on inventory transfers and intercompany flows with an end-to-end view.
  • Manage purchasing, requisition, and replenishment processes.
  • Optimize purchasing and replenishment with specifications and replenishment processes.

Final Thoughts

Above all else, integration enables a seamless view of your organization and streamlines numerous business processes: data no long requires duplicate input in both CRM and ERP – they can communicate across the systems with ease.

As a result, customer satisfaction will see a marked increase with the ease and efficiency integration allows service and sales staff, and your business will flourish with the customizability and functionalities you can achieve by integrating ERP and CRM software.

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integrating ERP and CRM


Sarah Van Wambeke
About the Author – Sarah Van Wambeke

Sarah is an avid writer and digital media enthusiast. Here at Indusa, she primarily focuses on content creation and social media management.

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Topics: CRM,ERP