Overview of ERP and CRM

Archana Rajendran
A free video tutorial from Archana Rajendran
Salesforce Technical Consultant
4.5 instructor rating • 3 courses • 20,123 students

Learn more from the full course

Project Based Salesforce Admin & Adv Admin Hands-On Training

The objective is to make you a Successful Solo Salesforce Administrator even if you have no prior CRM experience

12:34:29 of on-demand video • Updated February 2016

  • This is a Project Based Training.You will work on a project requirement therebey learn the concepts
  • You will become a SOLO Salesforce Admin capable of handling a Salesforce org independently!!
  • Extensive Work Exercises for most of the topics thereby enhancing your practical knowledge
  • Access to all the related Salesforce materials and many quizzes
  • Lotz of interview preparation materials and certification materials
English [Auto] Guys, many congratulations, we are officially and technically getting into the coast already before we go ahead, jump into the concepts of Salesforce, its potential advantages and related stuffs. Let's first understand what the sales force, if you had done some R&D before, it might be a simple, straightforward question for you. Right? What does Salesforce.com? Yes. It is a CRM, Salesforce.com, CRM, say, for instance, operating system. We have many operating system, Linux, Unix, Windows, etc. Consider software languages, we have many C, C++, Java, Python sequel, etc. right on the same lines. When we consider CRM, we have many CRM and Salesforce.com CRM. OK, so now we know Salesforce.com is a CRM, but what does the CRM think? We got to understand the concept of CRM. Let's do a small exercise so that we can understand the concept of CRM and ERP better, because I strongly feel that anyone who is working in a CRM or ERP should have at least a high level understanding of what's a CRM, what's ERP, what's the difference? Only then will be able to understand and appreciate their similarities and dissimilarities. OK, so let's work on a small case study. Here we go, Goomeri Ltd. is a company that manufactures and sells mobile phones. So what do you think are the various business units of Goolma by. I would strongly recommend you to post a recording for a few minutes, burn down your response, and then you. So now we are going to sort out the business units of go mobile. OK, so he talks about going mobile and that's a company that manufactures and sells mobile phones. So definitely like they should be a manufacturing unit. All right, so there comes the enterprise unit, which is the manufacturing unit. And what's the whole objective of this enterprise unit to manufacture mobile phones? OK, so manufacturing is done. So what next? Next is a sales unit, definitely they got to have some unit which sells the product. It sells mobile phones that has been manufactured by the enterprise unit. And that's the whole object to a sales unit. What next set of his unit, because definitely Postles service is required because for any product we buy, we expect service to be done, forces to serve as a unit. So what all the various subunits of enterprise unit. Inventory management, resource planning, product planning, product development, manufacturing, product cost, shipping payment, these are all the various subunits of enterprise unit and considering sales unit, they have the customer information in place. They do calendaring, marketing reports, opportunities, emails. And the service unit that is Postles. They are very much connected with the customer via the social networking sites they keep on, send out emails, they are in touch with the customer. So these are the main subunits of service unit. But if you notice here, the enterprise unit is highlighted in a different color and sales and service unit are grouped together and they're highlighted in a different color. So why is that so? Just just give it a thought. Why is that enterprise unit separated and sales and service unit are on the other side? So what's the major difference between enterprise unit and sales and settler's unit? The answer is customer customer centric enterprise unit forms the back office, they are not customer centric, they are enterprise centric, that sales and service unit are customer centric. They form the front office. They direct to the customer only they know like how many customers are existing in the market for their product, what role, their feedback, what role, their issues, what role, their concerns, what do they expect out of the product? How many customers are existing in the market for their product across which all territories, all information regarding the customer, only the sales and service unit. Because they deal with the customer, the enterprise unit is completely back, office vet and sales and service unit are completely front office. So that is called as ERP Enterprise Resource Planning and Sales and Service Unit Forms, CRM Customer Relationship Management. So ERP means planning the resource of an enterprise and CRM stands for customer relationship management. That is, you manage the relationship with your customer. How would you manage the relationship with the customer? How do you manage a good relationship with your customer? So for example, you hold an account with Bank of America and one day you have some credit. You just call them up to find out some information. So you're calling them up and you give some details. If they are not able to retrieve your account information, say, for example, like you want to check the status of a check. And if they are not able to retrieve the information on your account, it is very much likely that they might lose their business. All right. So having the customer information in place is a very, very essential for a CRM. So that is how you maintain a good relationship with your customer. So that the similarities ERP is not customer centric, whereas CRM is completely customer centric, and what are the similarities? Similarities is more on the way they work. The methodology they work, they have a UI when it interacts with the database and the way they generate reports and dashboards in the process. On that perspective, yes, they are similar. So they have both similarities and similarities. OK, so now we have a little understanding of what does the ERP and what the CIA are pushing. And we know that Salesforce.com CRM, similarly, what other systems are existing in the market, what all Iraqis are existing in the market, I have listed on very few. CRM, Salesforce.com, CRM, Siebel, CRM, PeopleSoft, CRM, Shuga, CRM, Microsoft Dynamics, CRM, that many CRM I've just listed on very few. There are many systems in the market. Similarly, ERP, SMB, Oracle, E-Business, Majidi, at which stage momentum there are many are. These are. Let's keep ERP aside because like our concentration is more on Salesforce.com which is the CRM. So let's talk about CRM. Among the hundreds of items that are existing in the market, I've listed only five. OK, my next question is. We know that there are so many systems already existing in the market. Then why is that Salesforce.com as the world's number one CRM, what makes Salesforce.com CRM to stand away from the cloud? All right, we got to know this, because maybe in your office or among your friends, you hurt sales or sales and that that has basically brought you to this training. So we got to understand that in spite of so many systems already existing in the market, why is that? I'm here to learn says. What is that? That is a differentiating sales force from other systems. What does that is? Making sales force to stand away from the crowd? Why? Yes, I'm going to understand why and what has Salesforce.com CRM to stand away from the cloud. Think about it. Let's discuss about that in the next lecture.