CRM software system modules, also called customer relationship management software solutions, were originally designed to run on integrated enterprise resource planning systems similar to other back office modules for functions such as accounting, human resource management, and payroll. The earliest ERP modules were produced in the late 1980s in response to a high level of demand for software business solutions in the manufacturing sector. Factory owners and managers were searching, at that point, for a way to free their separate departments from isolated, outmoded legacy software platforms that could not run the same programs and prevented users from outside of each department from accessing databases that were relevant to overlapping functions. As long as separate departments could not share data access, productivity on shop floors suffered and error rates were high among tasks like ordering, billing, assembly and shipping.

ERP Solutions

The first CRM software systems arrived about a decade after the earliest ERP integrated platforms were installed and began to grow in popularity. With ERP single or multi-tier server architectures in place, standardized applications could be run on these systems, which could facilitate a wide variety  of back office and front office functions. Interest in ERP business solutions soon spread beyond manufacturing sector and into a broad spectrum of commercial and non profit organizations including government offices and university systems. Many of these new users of ERP integrated systems had a strong need for software functionalities that could control customer relationship management tasks, marketing initiatives, sales campaigns, and development efforts. ERP software system programs were able to facilitate tasks across all of these areas, and as they rose in popularity, they also expanded in capabilities and became increasingly affordable.

CRM Software System

At this point, CRM software system modules are available to even the smallest businesses with the most restrictive technology budgets, and their capabilities are as vast as ever and are growing. Customers can use a CRM software system to gain direct access to the company via an interface that exists over the internet. Customers can use this CRM software system portal to place, change and cancel orders. The CRM software system can also allow customers to leave comments, complaints and other feedback. CRM software system modules can provide easily accessible information about company products and services, and they can allow customers to make contact with customer relations professionals via phone or instant message system.

As customers make use of CRM software system portals, they leave behind a wealth of data that can be aggregated and put to use. Marketing departments can gather information about products and customer demographics that can later be used to sharpen strategic promotions. Research and development departments can also use this data to shape new product initiatives.

Written by :

Don Cooper