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1. How is CRM and R/3 differ from each other?
R/3 is an integration of different application suits. It has its own architecture and way fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organisation since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.
SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business - specific requirements (Program), and third is database which contains all information and records about the system, including transcational and configration data.
SAP R/3 has been developed in it's own language called ABAP (Advanced business application programming).
Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc.
Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).
2. CRM Software
Sales Force Automation
- Contact management
Contact management software stores, tracks and manages
contacts, leads of an enterprise.
- Lead management
Enterprise Lead management software enables an organization
to manage, track and forecast sales leads. Also helps understand and improve
conversion rates.
eCRM or Web based CRM
- Self Service CRM
Self service CRM (eCRM) software Enables web based customer
interaction, automation of email, call logs, web site analytics, campaign
management.
- Survey Management Software
Survey Software automates an enterprise's Electronic
Surveys, Polls, Questionnaires and enables understand customer preferences.
Customer Service
- Call Center Software
- Help Desk Software
Partner Relationship Management
- Contract Management Software
Contract Management Software enables an enterprise to
create, track and manage partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta,
I-Many.
- Distribution management Software
3. Advantages of CRM
Using CRM, a business can:
- Provide better customer service
- Increase customer revenues
- Discover new customers
- Cross sell/Up Sell products more effectively
- Help sales staff close deals faster
- Make call centers more efficient
- Simplify marketing and sales processes
The types of data CRM projects collect
- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data
1. What is Business Process Management - BPM?
Business Process Management or BPM, is the practice of
improving the efficiency and effectiveness of any organization by automating
the organization's business processes. BPM used to be also know as Business
Process Reengineering (BPR).
Many companies have business processes that are unique
to its business model. Since these processes tend to evolve over time as
the business reacts to market conditions, the BPM solution you choose must
be easily adaptable to the new conditions and requirements and continue
to be a perfect fit for the company.
In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction between work done by a human and a computer.
- The idea of BPM is to bring processes, people and information
together.
- Dynamic infrastructure requires separation of flows,
business rules and services.
- Identifying the business processes is relatively easy.
Breaking down the barriers between business areas, and finding owners for
the processes is difficult.
- BPM not only involves managing business processes within
the enterprise but also involves real-time integration of the processes
of a company with those of its suppliers, business partners, and customers.
- BPM involves looking at automation horizontally instead
of vertically.
- Business Activity Monitoring (BAM) is essential for
measurement of BPM impact.
Examples of BPM tasks that your organization performs
that should be automated include:
- Expense Reports Travel Requests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management
The following example illustrates the power of BPM:
When a B2B partner needs some inventory, he can log into the web site and order required inventory. An email will be generated and sent to the supervisor responsible for the partner's inventory. The supervisor can click on the link in the email, login to the site and approve the inventory. The partner will be notified of the allocation and the inventory will be shipped.
