Bpm with a lack of management systems and processes will be the next Waterloo

Reporter: CRM And ERP What is the relationship? There is a saying that the two are different in the object of interest, CRM The focus is on extended enterprise resource management. ERP It is the internal resource management of the enterprise. If it is more specific, you can directly use the sales order as the boundary. The management before the sales order is CRM Dominant, after the sales order is ERP Dominant. Do you think these two statements are true? CRM Yes ERP ?

CRM and ERP are different systems from the system perspective, and they focus on different enterprise problems. CRM focuses more on export-oriented problems, for example, marketing and services are related to the market and customers, while ERP focuses on internal problems, such as production, inventory, quality, and cost. Therefore, the first statement is justified, while the second statement is not exactly the same. Different enterprises have different sales models and order models, and some enterprises can indeed take sales orders as the boundary, before the order is signed, it is dominated by CRM, while after-order production, procurement, logistics, and so on are ERP, but after-sales service is still managed by CRM. In addition, the Order Model of some enterprises cannot be dominated by ERP, which depends on the specific needs of the enterprise. Many people like to say that CRM is the frontend and ERP is the backend. This is not accurate. For manufacturing enterprises, ERP is dominant, while service-oriented Enterprise CRM is dominant and backend. The two are not purely frontend and backend concepts.
Reporter:SCMAndCRMAndERPWhat is the relationship? Can it be understood that the three of them are concerned with three different objects? Only the different information objects generated in the process of enterprise informatizationSolution?

SCM focuses on supply chain, logistics and inventory, and is closely related to CRM and ERP. They do focus on three different objects, or three different perspectives.

What we need to clarify is that CRM, ERP, and SCM are not only information-based solutions, such as ERP, but also management concepts such as quality management, instant production, and process-based operations; CRM reflects customer-centric strategies and processes, and performance systems of customer satisfaction. SCM emphasizes modern supply chain ideas, large logistics, zero inventory, and other logistics ideas, it is not just a solution.

Reporter:BPMAndCRMAndERPWhat is the relationship between the three? What is the easiest way to understand the relationship between them?

BPMPerformance managementAnd different focuses. CRM and ERP are processes for managing external and internal transactions, while BPM monitors and assesses these processes. Similar to the customer reception process in the CRM process, a cup of warm water can be poured into the customer. BPM can manage the temperature of warm water, the location of water to the water cup, and other details, therefore, BPM manages the process from the performance points that enterprises pay attention to. To manage things well, it is necessary to manage the process well, and not all the processes can be captured in detail, instead, the key process points and key process points are the performance evaluation points of BPM.

Reporter:BPM,CRMAndERPWhat are the priorities of the three deployment? Which of the three should enterprises start?

There is no sequence principle for the three. Generally, it is recommended that you first conduct internal diagnostics and demand research to determine the pain points and opportunities of the enterprise, that is, the pain points that need to be urgently solved. If ERP can solve the problems, go to ERP, if CRM can solve the problem, go to CRM. Different enterprises need different services at different stages. In the development stage, manufacturing enterprises need to improve product quality and control costs, so ERP is the first choice. Service-oriented enterprises need to occupy the market and customers as soon as possible, so CRM is the first choice; however, when enterprises develop to a certain scale, management has become more streamlined and collaborative. BPM can be used for performance appraisal.

Reporter: RightERPWhat do you think of the failure rate too high in enterprise implementation? In your opinion, how can we make a breakthrough in this regard?BPMWill it be the savior? What kind of breakthrough will happen?

There are two more reasons for ERP failure: the enterprise's executive power has not reached the level of ERP implementer has not yet reached. We need to strengthen basic education and training for enterprises to improve their management awareness. This is the foundation for successful system implementation. BPM won't be the savior. If you think so,But there is no corresponding performance management consciousness and system and process, it can only be another Waterloo.

REPORTER: You thinkProgrammerWhat is the impact of his understanding of business on his career development?

I am also a programmer. In my 98 years, I worked as a developer, a technical implementation consultant, an ERP consultant, and a CRM consultant. I think it is impossible for a programmer to develop all his life. Therefore, he must plan his career. The most ideal thing is technical management. Technical Management is not just management technology, instead, we need to implement enterprise management through technology. Therefore, we are required to gradually become familiar with the business and start to think about problems from the business perspective, so that we can improve our own height, it also increases your career height.

Reporter: Should business departments be dominant in business process management?ItIs the Department dominant?

We are driving enterprises to be dominated by business departments, because it departments are more concerned with issues from the IT perspective and will constantly peat system function details and technical implementation details, the business is more concerned with business model implementation and business demand extraction. As for technology implementation, they will not involve too much effort.

REPORTER: You are open-sourceERPWhat do you think?

Open source is a trend, but it is still immature. Open-source ERP, CRM, and other enterprise applications, combined with the rapid development of SaaS and the network, will inevitably form a new wave of information technology, but it may be a few years later.

Reporter: What kind of book is your recent new book "customer discovery? Understanding EnterpriseCRMWhat is the help? Let's introduce your new work.

Many programmers do not like to read management books, because most of them are boring, but these books must be familiar with the business. Based on this problem, we have cooperated with Tsinghua University Press to discuss and expand the issue based on actual business scenarios, which is conducive to a full understanding of the business.

The customer discovery Project published in March May is a scenario simulation and practice description of Enterprise CRM applications based on the CRM project of virtual real estate companies. The main contents include: Strategy, basics, sales, marketing, service, portal and network marketing, Interaction Center, improvement, and application, and case, from the perspective of practicality and practice, this article describesCustomer Relationship ManagementIt is applied to specific business points in the real estate industry and simulates the actual situation of Customer Relationship Management Based on the business scenarios familiar to the enterprise. This involves policies, management, processes, and assessment, finally, a complete CRM practice process is presented through specific system implementation and project cases.

This book is not only a must-read manual for the real estate industry, but also an effective tool for users who are interested in CRM to learn specific CRM business details through different industries. You can now buy it in bookstores around the world.

"The original intention of writing "customer discovery" is from the first book "China ".CRMBest practices. Although the first book has been fully developed in terms of theory, business, practice, system architecture, system presentation, and cases, many of my friends and customers have praised the professional content and are as pragmatic as the title. However, in actual work, many customers and their peersCRMValue,CRMSpecific business and how to combine the business practicesCRMThe system and other problems are very vague. Everyone is used to the fact that most of the information that can be learned is theoretical and has no practice.

Regardless of the company's managers orCRMIndustry consultants andCRMImplementation consultants and software designers of manufacturers, even Colleges and UniversitiesCRMProfessional Teachers and Students hope to have a vivid and concise manual.CRMThis article describes how to combine related services with practices.

Therefore, this time we adopt a situational style, using a Virtual EnterpriseCRMIn practice, the entireCRMBoth the practice process and the business process are linked together.CRMThis helps you fully understand and understand. In fact, this virtual enterprise comes from the concentration of many of our previous customers. It is not a specific enterprise, but it is the shadow of a real enterprise."--