The Essential Guide To Improving Customer Experience With Integrated CRM-ERP

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The Essential Guide To Improving Customer Experience With Integrated CRM-ERP

Businesses use different software and tools to improve customer experience and increase the efficiency of business processes. Enterprise resource planning or ERP is one such software and is used across industries to gather, store, manage, and interpret data from different teams and departments.

With a cloud ERP system, a business can integrate its main business processes and the features of an ERP software may include financial, product, and supply chain management as well as procurement. Since an ERP software has many benefits, businesses, whether they are medium-sized businesses or global enterprises, may work with a NetSuite partner in Singapore, for instance, to integrate their system with one of the top ERP software available.

Looking at ERP software like NetSuite, clients will notice that customer relationship management or CRM is also included among the product features. CRM is used by businesses to manage and analyze interactions with past and current customers as well as potential customers.

With CRM software, a business can analyze customer data to improve customer experience and retention. Like an ERP tool, a business can work with a NetSuite partner in Sri Lanka to increase the efficiency of their business functions with the use of CRM software.

However, having separate software for enterprise resource planning and customer relationship management is no longer required despite the two usually functioning separately as standalone systems. This is because, with integrated CRM-ERP, a business can reap the benefits of the two approaches from one software.

The Essential Guide To Improving Customer Experience With Integrated CRM-ERP | M.SaaS

Why is integration necessary?

“Businesses use data to make quick, informed decisions that facilitate growth and expansion. Both CRM and ERP collect data that is useful in the decision-making process. However, having standalone tools create barriers to data sharing, which will in turn affect business operations, sales, and growth. It will also have an impact on the customer experience.”

By integrating ERP and CRM, however, a business can reduce the likelihood of errors occurring due to different versions of information created by isolated systems. CRM-ERP software which a business can access through a NetSuite partner in Singapore will allow teams to integrate data and maintain a single pool of data that different teams can access.

Having a single point of customer information will allow for real-time visibility of customer data, which can improve customer experience. If an employee is answering a query submitted by a customer, they can be of better assistance if they are able to access all information related to the customer on one system.

Integrated CRM-ERP systems give businesses the benefits of a single point of customer data, which allows employees to offer a better service, which reduces negative effects on customer experience caused by delays in data exchanges between different systems.

When a business maintains a cloud ERP system that is separate from their cloud CRM solution, they may find that they face challenges when forecasting and predicting customer behavior. These challenges arise primarily from the fact that forecasting teams do not have a single pool of data to access when preparing reports. This makes it difficult to accurately forecast customer trends and behavior, which teams will find easier to do when they can access both ERP and CRM data from one integrated system.

These disadvantages to having isolated enterprise resource planning and customer relationship management software prevent the business from developing effective strategies to target customers and improve customer experience. Due to these factors, several businesses are now opting for integrated systems that a NetSuite partner in Singapore can provide them with.

The Essential Guide To Improving Customer Experience With Integrated CRM-ERP | M.SaaS

Benefits of integrated CRM-ERP

Before business contact a NetSuite partner in Sri Lanka to enhance business processes through integrated CRM-ERP, they will consider the benefits of such software. A cloud ERP system can increase the efficiency of business operations in different ways, as can a cloud CRM solution.

However, when integrated, CRM-ERP solutions can empower employees and enable them to provide a better service to customers, which will have a positive impact on customer experience. This takes place mainly through employees having access to different types of customer information in one system and not multiple isolated software.

This enables the business to streamline processes, increasing efficiency, and also offering customers an improved service. The data gathered from integrated software will also allow businesses to understand their target audience better and reach customers as well as potential customers in a strategic manner. This will not only lead to increased sales but also higher customer retention rates.