This paper analyzes the functional overlaps between ERP and CRM systems, and puts forward in detail the business scheme design, technical scheme design, and implementation plan of ERP and CRM systems integration. 1. adjustment requirements for management software systems and databases in terms of software functions and data structures, the integration of ERP and CRM is mainly reflected in the intersection and overlap between them: (1) customer Management: Both CRM and ERP systems require the customer's basic information, in addition, the ERP system should be able to query the historical history of customers and enterprises. The CRM service module should not only query the historical history of customers and enterprises, but also query the customer service history. (2) product Management: Both CRM and ERP systems require the use of basic product information, product BOM, custom configuration and quotation of products, etc. (3) workflow management: although both CRM and ERP systems have workflow management, they work in the same way, but ERP and CRM involve different fields: CRM mainly involves the market and customers, its workflow is centered on customers, while ERP involves more production, manufacturing, and supply. enterprises can control the workflow. (4) Staff Management: both CRM and ERP systems involve the basic conditions and work arrangements of enterprise employees, but the management scope of CRM systems is obviously much smaller, while ERP systems manage human resources in a relatively comprehensive manner; (5 Marketing Management: ERP marketing mainly provides some marketing materials and marketing materials, which is relatively simple, while CRM provides quite perfect marketing management functions, in particular, it emphasizes the one-to-one marketing philosophy; (6) Sales Management: the CRM system emphasizes the process, the opportunity management, one-to-one management, and contact management, the ERP system focuses more on results and focuses on sales plans and sales scores. (7) Customer Service and support: the ERP system only provides simple records of customer complaints and solutions, there is no comprehensive management of customer service and support, while CRM implements this comprehensive management, with special emphasis on customer care. (8) Order Management: Both ERP and CRM have order management, the two are completely overlapping, but the overlap is based on the enterprise's ERP, because orders are input variables of the production plan; (9) Information exchange: information exchange is like a general report. Many users of CRM and ERP systems need to query the general information in the other system. Based on the above analysis of functional modules of the ERP and CRM systems, and in line with the principle of combining strengths and functions, the two are integrated, that is, overlapping functional modules should be covered by a powerful party, cross-functional modules should be sorted and integrated according to business process needs to improve overall functions. 2. Integrated Business Solution design works with continuous innovation in the operating system, mechanism, management and technology based on the company's overall business development strategy to make full use of modern information technology, based on the current integration of information systems, an integrated information system is established to meet the company's cooperative operation, efficient management, and scientific decision-making needs. It covers business, service, operation management, and other aspects. Based on different roles, it is open to upstream suppliers and users in the form of a running platform, and open to all employees internally, it provides effective means for in-depth development of information resources, accelerated information flow, and information resource sharing, promotes the improvement and optimization of business processes, business management, and decision-making methods, and supports new business expansion capabilities, improve the overall innovation capability, economic benefits and market competitiveness, and effectively promote the company's operation and operation. Taking the development, management, operation and maintenance of the customer as the center, and taking various business processes as the line, we have established an efficient, standardized, and high-quality business system, integrate transactions of a business nature into the business system. It is part of the integrated information system and is the backbone of the Integrated Information System architecture. It plays a key role in the design and configuration of other related systems. In the early stage of informatization construction, there is a lack of overall analysis and planning for the overall construction. As a result, many information systems are currently in use, and a large amount of basic data in each system cannot be shared and used, it has a great impact on Application Usage accuracy and running efficiency. After summing up the experience and lessons learned, and fully understanding the company's informatization needs, we should determine the overall idea of informatization construction, conduct an in-depth analysis of the informatization status and needs, and make overall planning for the overall informatization architecture at the item layer, it also implements deployment in stages and in a planned manner to ensure standardized data construction, business process optimization, and information resource integration and sharing. 3. Integrated technical solution design the core of EAI (Enterprise Application Integration) is to connect enterprise applications using middleware. Multiple types of middleware can provide the EAI function. When selecting EAI middleware, pay attention to the following basic features: (1) connecting different applications through middleware to ensure application independence, without modifying the application's business logic, the data sharing problem is also solved. (2) processing and support for core shared business data models. (3) automate business processes. Ensure that different departments can work together to complete the same task while using different systems. (4) Support constant change of application architecture. You can easily reconfigure to add or remove systems without affecting other systems. (5) provides real-time and batch processing interfaces and synchronous and asynchronous interfaces. (6) ensure data security. Only the target application can read the data. (7) good performance and data throughput, and flexible scalability to adapt to the development of enterprises. (8) A recovery mechanism must be in place to ensure data recovery when exceptions such as connection interruptions occur during data transmission. (9) provides predefined General models and industry models for process management. (10) It provides both real-time and batch processing interfaces and synchronous and asynchronous interfaces. 4. The overall information system of the implementation plan consists of the business system, business support system, and enterprise portal. The business system is the core part of the entire system. It focuses on the business management system and service management system, supplemented by the logistics management system, CRM management system, online shopping mall, communication platform, GIS scheduling center, and call center, all-round business management and support are implemented through the organic combination of various systems, it effectively promotes the optimization of business processes, improves the efficiency of business flow, and supports the expansion of new businesses. The business support system is the assurance system of the Business System, including the decision-making auxiliary system, Plan Management System, finance system, administrative office system, and human resources system. The Business Support System provides business management support and data support for the business system. It also has an independent business management function. An enterprise portal is an information system operation interface and display platform, including an Enterprise Internal portal and an enterprise external portal. The internal portal is intended for internal employees, and the external portal is intended for tax customers, suppliers, users, and channel distributors. Function modules in the portal platform can be divided into the public edition module and other modules based on application requirements. The public edition module is available for each system, and other modules are selective modules, the platform sets different functional modules and operation interfaces based on different role requirements to facilitate specific operations of different roles. With the support of core databases, various systems can communicate with each other and use interfaces to achieve efficient information management for the company and the same. With the assurance of security verification, the middleware can be used to interconnect external systems such as data online banking, and work collaboratively. After the integration, all employees of the company have different permissions based on their positions, after unified login, different management modules, management permissions, and data sharing permissions will be authorized. In this way, an identity can be fully involved in the company's management system. Source: http://www.erpgear.com/2014/0701/3279.html
Design and implement the integration scheme of CRM and ERP
