The paper “ Management Information Systems - Enterprise Resource Planning” is a convincing example of the case study on management. Today, Enterprise Resource Planning (ERP) systems have become the foundation for company-wide continuous improvement efforts. ERP refers to a broad group of activities supported by multimodule software programs that assist businesses to manage the essential business components, such as components buying, product planning, inventory maintenance, supplier relationships, provision of customer service, monitoring of purchase orders, and others. There are various ERP modules in the market today, with the most popular ones being SAP, Navision, Microsoft Dynamics, Scala, Epicor, and Oracle applications (Khan 2002).
Among these, SAP modules (R/2 and R/3) find wide applications in organizations. For decades, the SAP R/3 module has been the leading ERP application software, offering comprehensive functions that incorporate nearly all key business processes within the enterprise. In an attempt to help businesses apply ERP to understand and form sound relationships with their customers, SAP has steadily built up an all-inclusive customer relationship management (CRM) program that offers exceptional functionality for sales, marketing, and service. By offering support to customer-driven enterprise processes across various relationship channels, SAP’ s CRM allows businesses to emphasize on plans for consumer-driven growth and to differentiate themselves in the industry by offering unparalleled customer experience (SAP Global n. d.).
The current report explores CRM and the benefits it offers to companies, as well as a description of SAP’ s CRM solution and some of the companies that have implemented it. CRMDescriptionToday, businesses view CRM as the most effective way of pursuing customer focussed business operations. In this context, CRM describes an approach for businesses to create and preserve long-term business relationships with consumers.
As Bagad (2009, p. 12-1) argues, CRM also represents a means to integrate and automate most of the business processes and related analysis in an effort to maximize time resources.
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Bell, S 2006, Lean enterprise systems: using IT for continuous improvement, John Wiley and Sons, New York, NY.
Deshmukh, A 2006, Digital accounting: the effects of the internet and ERP on accounting, Idea Group Inc (IGI), Chicago, IL.
Khan, A 2002, Implementing SAP with an ASAP methodology focus, iUniverse, Bloomington, IN.
Kincaid, JW 2003, Customer relationship management: getting it right! Prentice Hall PTR, Upper Saddle River, NJ.
Monk, EF & Wagner, BJ 2008, Concepts in enterprise resource planning, 3rd edn, Cengage Learning EMEA, London, UK.
SAP customer relationship management: features and functions n.d., SAP Global, viewed 3 April 2011,