ERP, CRM, SCM
CRM refers to customer relationship management, meaning managing their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information. One of the leaders in CRM is SAP. CRM consists of operational, collaborative, and analytical aspects. Operational functions deal with support of customer processes within sales customer service. Collaborative functions deal with direct communication with customers that does not have anything to do with sales or customer service. Analytical functions deal with analysis of customer data for a range of different business operations. SAP's Duet system is a joint development with Microsoft to let customers use CRM through Microsoft's Office desktop applications. One great aspect of Duet is that it has great vertical scenarios for industries that they know a lot about and the program and be changed by other companies who have expertise in other areas.
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