in the first part we have clarified why integration between the two systems is recommended. If CRM and ERP are to work together, the Business processes The data models must be redefined and the existing data models reviewed.
Who holds which data?
Certain data only remain in the ERP system, others are only stored in the CRM system. For example, it should be specified in which system the address data is and which generates the payment reminders. The data that the other system needs to access is then sent using interfaces exchanged between ERP and CRM.
Business process redefinition
To clearly illustrate the business processes after the redefinition, here is the process in three steps:
- First step: Recording of potential customers in the CRM system
- Second step: When the order is placed, the customer file migrates to the ERP system
- Third step: This potential customer now becomes a "real" customer
Unidirectional or bidirectional
Before Data exchanged, it should be defined whether these are exchanged under both systems. The data can also only be transferred from one system to the other. In the latter case, you have to specify, for example, at what times, what data the CRM into ERP sends. Most of the time, however, this remains unused, since the unidirectional direction is easy to implement, Costs and does not trigger any operating problems. In this case, both systems are synchronised at a specific time. However, if several users at different points to the same master data, a bidirectional interface is often necessary. The salesperson needs the customer's central telephone number just as much as the accounting.
Who has data sovereignty
In the business process, it is important to clarify who has ultimate data sovereignty. This often lies with the ERP system, as there are often legal consequences associated with data changes. The ERP system, especially as it is often integrated with a financial accounting works, has to follow the stricter rules here.
However, in some cases it is also important to be able to transfer data records such as order data individually. Extra functions can also be set up for this.
Predecessor:
ERP & CRM - Part 1: Why integration is necessary
Continuation :
ERP&CRM - Part 3: Integration options
News from SAP B1 "Remote Control" - CRM for Outlook
Two in One: 6 Reasons for Integrating CRM and ERP
Part 2: Introducing CRM in B2B sales
Part 1: CRM in B2B sales
A bond for (successful) life: ERP and CRM linked
