ERP&CRM - Part 2: Defining business processes
15 Aug

ERP&CRM - Part 2: Defining business processes

in the first part around ERP and CRM we have clarified why an integration between both systems is recommended. if CRM and ERP should work together, the business processes redefined and the existing data models checked.

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 processes redefined

In order to clearly show 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 will now be a ?real? customer

Uni – 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 saves and does not cause operational problems. Here the synchronization of both systems takes place at a certain time. But several work users at different points on the same master data, a bidirectional interface is often necessary. The seller needs the customer's central telephone number just as much as they do accounting.

Who has data sovereignty

In the business process, you have to clarify who has ultimate data sovereignty. This often lies with the ERP system, since legal consequences often go hand in hand with the data change. The ERP, especially since 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. You can also set up extra functions for this.


ERP & CRM ? Part 1: Why integration is necessary

Continuation :

ERP&CRM ? Part 3: Possibilities of integration


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