3.12 ERP, CRM, SAAS

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 v Enterprise Software:

Ø  ERP (Enterprise Resource Planning) software modules are integrated components that manage specific business processes within a single, centralized system, offering benefits like streamlined operations, improved data accuracy, and real time visibility across the enterprise.

Ø  Basic modules often include Financial Management, which handles accounting and financial reporting; Human Resources (HR), for managing personnel; Procurement, for purchasing goods and services; and Supply Chain Management, which tracks goods from suppliers to customers.

Ø  The core benefit of an ERP system is its unified platform that automates processes, reduces errors and redundancies, and provides crucial data for strategic decision making.

 

Common Basic ERP Modules

·        Financial Management: Manages accounting, accounts payable and receivable, financial reporting, and overall cash flow.

 

·        Human Resources (HR)/Human Capital Management: Handles payroll, employee data, talent management, and other HR functions.

 

·        Procurement: Manages the purchasing of goods and services from suppliers.

 

·        Supply Chain Management: Oversees the flow of goods from suppliers through manufacturing to customers.

 

·        Inventory Management: Automates inventory tracking, reduces handling costs, and optimizes stock levels.

 

·        Customer Relationship Management (CRM): While sometimes a frontoffice tool, it's integrated into ERPs to provide a holistic view of customer interactions and sales.

 

Key Benefits of ERP Modules: -

·        Streamlined Operations: Automates workflows and integrates business processes across different departments, leading to increased efficiency.

 

·        Enhanced Data Accuracy: Creates a single, unified database, eliminating data inconsistencies and reducing errors.

 

·        Real time Visibility: Provides a centralized dashboard with real time data, giving leaders an instant, enterprise-wide view of operations and performance.

 

·        Improved Decision Making: Delivers accurate, upto date data for better strategic planning and informed decision making.

 

·        Reduced Costs: Simplifies IT infrastructure by replacing multiple systems with one, lowering maintenance and support costs.

 

·        Better Communication: Fosters seamless communication and collaboration between departments by breaking down information silos.

 

v  CRM: Customer interaction management: -

Ø  Customer Relationship Management (CRM) is a business strategy and technology driven approach that focuses on building, managing, and improving interactions with customers.

Ø  It involves collecting, storing, and analyzing customer data to strengthen relationships, improve customer satisfaction, and increase business profitability.

Ø  CRM is supported by specialized software systems that integrate sales, marketing, and customer service functions into one platform.

Ø  The importance of CRM lies in its ability to transform raw customer information into actionable insights.

Ø  For example, businesses can track customer purchase history, preferences, and feedback, which helps in designing personalized marketing campaigns, offering relevant products, and improving after sales support. This leads to higher customer loyalty, repeat purchases, and long-term profitability.

Ø  CRM not only improves efficiency but also builds trust and long-lasting relationships, giving businesses a competitive edge in today’s customer centric marketplace.

 

Features of CRM Software: -

1.     Customer Data Management: - Stores detailed information about customers such as contact details, purchase history, and preferences.

 

2.     Sales and Marketing Automation: - Helps in tracking leads, sending promotional emails, and managing campaigns.

 

3.     Customer Support: - Provides helpdesk and ticketing systems to resolve customer queries efficiently.

 

4.     Analytics and Reporting: - Generates insights about customer behavior, sales trends, and performance metrics.

 

5.     Integration: - Connects with other applications like ERP, social media, and ecommerce platforms.

 

Benefits of CRM Software in Business:

·        Builds stronger customer relationships by offering personalized experiences.

·        Increases sales by identifying opportunities and automating follow-ups.

·        Enhances customer service through quick response and problem resolution.

·        Improves decision making using real time data analysis.

·        Supports customer retention with loyalty programs and feedback management.

 

v  DBMS: Use cases in business operations: -

Ø  A Database Management System (DBMS) is software that enables the creation, organization, retrieval, and management of data in a structured way.

Ø  In modern businesses, data is considered a critical asset, and DBMS plays a central role in storing and processing this data efficiently.

 

Role of DBMS in Business Operations:

1.     Centralized Data Management: -DBMS stores data in one place, reducing duplication and inconsistencies.

2.     Data Security and Integrity: -Ensures authorized access, backups, and recovery.

3.     Efficient Decision Making: -Provides tools for data analysis, reporting, and forecasting.

4.     Scalability: -Handles growing volumes of data as business expands.

 

Use Cases of DBMS in Business:

·        Banking & Finance: DBMS is used to maintain customer accounts, transactions, loan records, and fraud detection systems. For example, every ATM transaction is recorded and updated in real time.

·        Retail & Ecommerce: Businesses like Amazon use DBMS to track inventory, process orders, manage product catalogs, and analyze customer buying patterns.

·        Healthcare: Hospitals use DBMS to manage patient records, treatment histories, billing, and scheduling.

·        Human Resource Management (HRM): Companies maintain employee databases for payroll, attendance, and performance management.

·        Supply Chain Management (SCM): DBMS supports tracking of goods from suppliers to customers, ensuring timely deliveries.

 

v Software as a Service (SaaS):

Ø  Software as a Service (SaaS) is a cloud-based software delivery model in which applications are hosted by a service provider and made available to customers over the internet.

Ø  Instead of installing and maintaining software on individual computers or servers, businesses can access applications through a web browser by paying a subscription fee.

Ø  Examples include Google Workspace, Microsoft 365, Salesforce, and Zoom.

 

Features of SaaS:

1.     OnDemand Access: Applications are available anytime, anywhere through the internet.

2.     Subscription Based Pricing: Users pay monthly or annually rather than purchasing licenses upfront.

3.     Automatic Updates: The service provider manages upgrades and patches without user intervention.

4.     Scalability: Resources and services can be scaled up or down easily depending on business needs.

5.     Multi Tenancy: A single instance of the software serves multiple customers securely.

 

Benefits of SaaS in Business:

·        Cost Efficiency: Reduces expenses on hardware, software licenses, and IT maintenance.

·        Flexibility: Employees can work remotely and collaborate in real time.

·        Faster Deployment: SaaS applications are ready to use immediately without lengthy installations.

·        Enhanced Collaboration: Tools like Google Docs or Microsoft Teams support teamwork and communication.

·        Focus on Core Business: IT teams spend less time managing software and more time on strategic tasks.

 

 

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