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ERP Social Media Trends

An interesting discussion on ERP social media was raised on a webinar the other day. The topic of the discussion was how companies are building out their knowledge bases for their constituent communities. Specifically, how do you share captured knowledge to people external to an organization?

This lead to a discussion of the methods of communication that people use now. These methods, as you know, are typically through portals, email, and more-and-more are focusing on social media, such as Facebook and Twitter.

Most 18-year-olds today do not use the phone. Rather the prefer to only use text or Instant Message (IM) as their way of communicating. Customer service and help desks need to accomidate these new technologies. ERP and CRM tools needs to evolve to support the move towards social media as a communication channel. There is suddenly a wave to move towards a socialization of business communication, as well as business to consumer messaging.

ERP Social Media is happening now

There are now cases where entire companies are losing their email system in support of a social media style of communication. It is instant, open, secure, and adds value beyond traditional email. Can you imagine email being called a legacy application? Well it is becoming one.

Software such as Salesforce.com (a cloud based CRM) is now focusing heavily in social media as the conduit for business communications. Their Chatter tool is a secure, internally facing, twitter-like application that provides instant user communication and notification on key business events from data updates. Users can choose who and what to follow.

Businesses are moving to ERP Social Media tools. Companies such as Bank of America are using twitter as a support desk tool, with twitter feeding their case management solution and replies posted on the case show up as direct messages to the twitter user. This is one example of how public and ERP social media tools are merging together.

With the use of open APIs (interfaces), Twitter, Facebook, Linkedin, and other types of ERP based applications can be merged with ERP Social Media.

For example, an HR department could use Linkedin as a direct source for their candidate recruitment efforts and pull date directly into their HRMIS solution.

Moving from Legacy to ERP Social Media

With most mainstream ERP software solutions, the source of the data is human data input. EDI, once the method of electronic communications to a Purchasing system are so out of date, yet persistently remain. Eventually we may likely see it evolve to some sort of XML SOAP message initiated by a user perhaps even in the form of a Tweet.

Most output is in the forms of reports or perhaps an email to a user. ERP business systems will need to be udpated to include posting a tweet or a similar ERP Social Media message to notify users of business events.

ERP solutions need to quickly move to this new messaging format. Most traditional ERP systems do not use text messages as a data source, much less even a Twitter post.

This needs to change quickly to support the next generation of students and users. Kids entering college will graduate in four short years. When they enter the workplace, they will find creative ways to make ERP Social Media work for them, with or without the support of the ERP software vendors.

We welcome your comments on this topic as it will soon become a real issue in enterprise business software.

Business Process Optimization Using ERP And CRM

For any business to be successful, it has to manage its operations deftly, both within its organizational framework as well as with the outside world. Today, a lot of innovative solutions and software are available in the market to address to both these needs and make management easier. These are Enterprise Resource Planning (ERP) and Customer Relationship Management or CRM.

ERP utilizes ERP software applications to improve the performance of organizations’ resource planning, management and operational control. ERP software is multi-module application software that integrates activities across functional departments like product planning, purchasing, inventory control, product distribution, order tracking, finance, accounting and human resources aspects of an organization. The goal of ERP is to improve and streamline internal business processes, which typically requires reengineering of current business processes. The users of ERP systems are employees of the organization at all levels, from workers, supervisors, mid-level managers to executives.

Whether a small or home-based business venture or a large corporate, the customers shape future potential of any business venture. Hence keeping the customer happy is one of the baselines of a successful business. Achieving customer satisfaction involves various things like understanding their problems and solving them quickly, and serving them in a better manner thenceforth. And so to simplify things, we have Customer Relationship Management or CRM.

CRM is a term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that describes relationships in detail so that management, salespeople and perhaps the customs themselves can directly access information. Most online shopping portals can be cited as an example. Effective CRM application involves customizing the CRM software to match your own business type, whether it is B2B or B2C, and making sure that the customer care executives understand the basic premise and technicalities of operating the software.

About Author
CRM software is easy to use and very dominant. Small business software always helps improve sales and conversions. If you need to manage bulky databases crm application and erp software visit for more decent detail on http://www.interprise.co.uk

Plex Online Cloud ERP now integrates with Salesforce.com

We normally do not publish press releases directly, but this is an exciting announcement. It is a step in the right direction, however, according to the article, it is only the Lead Management system that is integrated. We would have liked to have seen the whole Sales Force Automation process linked over to Plex, including Opportunity Management, but this is a good start.

Plex Online Cloud ERP Offers Customers Expanded Integration

Plex Systems partners with Revolution Group to offer seamless ERP, CRM

AUBURN HILLS, Mich., Jan. 4, 2011 — Plex Systems, Inc., provider of the No. 1 rated manufacturing ERP software, today announced additional functionality options for its Plex Online customers who use Salesforce.com.

With a range of ERP features in its comprehensive system, Plex Online is already one of the top SaaS / cloud computing manufacturing solutions. Manufacturers that use bothSalesforce.com and Plex Online in their business operations will benefit from the seamless integration of the two applications.

Together with implementation partner Revolution Group, Plex Systems researched how Plex Online and Salesforce.com could interface and created a fully cloud-based integration of the lead management process.

“Plex Online provides a complete suite of CRM tools for managing the total sales process, from powerful quote tracking and order entry modules, to release accounting and shipment tracking, to revenue reporting,” noted Patrick Fetterman, Plex Systems vice president. “Yet, for customers that must keep their Salesforce.com deployment, Plex Online will now be able to integrate with it. Teaming with Revolution Group, the integration with Salesforce.com is an opportunity to provide manufacturers with even more functionality.”

Launched as one of the original cloud computing companies in 1999, Salesforce.com reported annual earnings exceeded $1.3b in the fiscal year ending on January 31, 2010. Based on Salesforce.com’s real-time, multitenant architecture, the company’s platform and CRM applications have revolutionized the way companies collaborate and communicate with their customer.

About Revolution Group
Revolution Group, a Premier Plex Systems Implementation Partner and Registered Salesforce.com Partner, has been delivering solid, business-driven IT solutions and services to manufacturers since 1995. Revolution Group combines technology, a broad understanding of business best practices, and the best hardware and software alternatives to help bring clients cost-effective, reliable and scalable solutions. Their expertise in Plex Online implementation ensures clients the competitive advantage that technology promises. For more information, visit www.revolutiongroup.com.

About Plex Systems, Inc.
Plex Systems, Inc. is the developer of Plex Online, a SaaS ERP (software as a service) cloud ERP solution for the manufacturing enterprise. Plex Online offers industry-leading features for virtually every department within a manufacturer, including Manufacturing Execution Systems (MES) and Quality Management Systems (QMS) for the shop floor, Supply Chain Management (SCM) for procurement, and Enterprise Resource Planning (ERP) for finance and management. Plex Online’s comprehensive functional coverage delivers a “shop floor to top floor” view of a manufacturer’s operations, enabling management to run its business at maximum efficiency. Founded in 1995, Plex Systems is headquartered in Auburn Hills, Michigan, with customers around the globe. Follow Plex Systems at twitter.com/PlexSystems. More information is available at www.plex.com.

Plex Systems and Plex Online are trademarks of Plex Systems, Inc.
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What is Your CRM Goal?

What is Your CRM Goal?
Hendra Lim

Are you thinking to start using a CRM application or software for your company? Before you talk to your CRM vendors, do you know what CRM goals or impacts you want to achieve?

In my own experiences talking to many business managers, oftentimes the real reason why they want to utilize a CRM program is because other companies have used it, or because it is a trend now. For me it’s not a firm enough reason.

CRM application usually requires a lot of money invested, time, and energy. Without knowing where you will go and how, it’s useless and will most likely become a failure.

Here are four main goals of any CRM; whatever results you expect from a CRM application, it will fall onto one of the these four goals. Here they are:

1. Increasing sales effectiveness

2. Increasing customer loyalty

3. Increasing better customer service

4. Having deep customer information

Which one of those goals is your primary reason to implement CRM software? Which one is your priority? Do you need them all?

If you say that you want to maximize the work of your sales force, that means you want the goal of number one. If you say that you want your customer service staffs answer the complaints faster, that means your priority is the goal number three.

It’s very common that CRM software is usually consisted of 3 main modules, which are Sales Force Automation, Marketing Automation, and Help Desk. Knowing what goal you want to reach in your CRM strategy will help you choose which modules are best and suit your needs, thus saves unnecessary cost of purchasing the modules you don’t need. Furthermore, firmly deciding the goal will keep the team on the right track to complete the CRM implementation.
Hendra Lim works for a software-based company that specialized in CRM software and Sales Force Automation application. He lives in Jakarta, Indonesia.

Creating Customers for Life – Relationship Management and Sales Training DVD Video

Oracle takes aim at Salesforce with on-demand CRM update

By Chris Kanaracus

January 27, 2009 IDG News Service Oracle on Tuesday stepped up its assault on rival Salesforce with a new version of its on-demand CRM customer relationship management application.

CRM On Demand Release 16s main new attributes include unlimited custom objects, plus a new single-tenant deployment offering and an accompanying disaster recovery option, all of which seem targeted at large enterprises.

via Oracle takes aim at Salesforce with on-demand CRM update.

What You Need to Know About CRM

Frank Dazerton

Customer Relationship Management (abbreviated CRM) is a very hot topic among businesses. CRM is such a hot topic because it is a way for businesses to connect with their customers, increase profits, and have better customer service. There are several things that you need to know about CRM.

1. Itâ€™s all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the businessâ€™ customers. The best Call Centers are the ones which customers find easy to navigate. The best CRM vendors have the customer satisfaction in mind when designing their CRM applications.

2. On-demand is the way to go. Many vendors offer traditional CRM programs and service. I believe, however, that On-demand CRM is the way to go. On-demand CRM is different from traditional methods in that instead of requiring companies to hire new IT people, and use extensive resources to implement elaborate CRM programs, the software comes with support. On-demand CRM is no longer the â€œbring your own IT departmentâ€ approach. Many vendors like Salesforce.com, Siebel, and NetSuite offer On-demand solutions that are great for businesses just getting into the CRM market.

3. Customer Relationship Management is not just software. Some businesses would like it to be simply software, but it will never be as simple as that. Customer Relationship Management is an ongoing learning process. The business must learn from the customer and change accordingly. The closer a business gets to its customer, the better. CRM applications and strategies are the methods through which the business can access, analyze, and learn from customer Data. Knowing what CRM applications are actually for is a very important step in understanding how to be successful when implementing CRM practices.

4. It is important to understand that there are hundreds of CRM vendors out there. Many of the vendors claim to be number one, but if you look closely, they may be number one in only one category. Other companies say that they are number one in CRM, but there is no basis for their statement. It is important for companies to choose the right vendor that will attend to all of their CRM needs. This may not always be the most expensive, â€œnumber oneâ€ company. On the contrary, some simple companies offer CRM solutions that are highly effective. Some of the major CRM providers are Siebel, Salesforce.com, NetSuite, IBM, Microsoft, and SAP.

5. The best CRM technology can be very helpful for any business. Some CRM applications can now be accessed via BlackBerry devices. Major vendors are constantly updating their software and improving their service. It is a good idea to stay as current as possible in terms of CRM technology. However, always remember to balance technology with customer service. There is no substitute for old-fashioned customer service, the most basic of all CRM ideals.
Customer Relationship Management can be very beneficial for a business if it is carried out properly. It is important to keep the customer in mind at all times when you are implementing CRM practices into your business. Remember that there are quite a few CRM vendors out there, and it is important to choose the vendor that is best for your company. Customer Relationship Management seems like a very daunting idea for someone who has never used it before, but if you follow these steps, you will surely see the benefits of successful CRM.

Frank Dazerton enjoys writing about a variety of Custromer Relationship Management topics. In addition to writing CRM articles, he writes for CRM Lowdown ( www.crmlowdown.com ).

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CRM to the Rescue: CRM End All Be All?

by Jeffrey Hahn

I love a challenge. And that is what I got when I was asked to lead a project to put together a CRM. How do you put together a CRM? Given my educational background is in Philosophy, I started thinking, “what is CRM?”, “What is the essence of CRM?”, and “What provoked the need for someone to create CRM?” After going back and reading about CRM, the many failures and few successes, I found whole experience enlightening. One might gather from reading up on CRM that there might be semantics issue, but I believe it goes deeper. Is CRM a business process? Is it a software application? Or is it a goal that you hope to achieve? In each of these three questions would unfold another layer of questioning in order for you (your company) to define what you/they mean by Customer Relationship Management. If it is a goal, how do you know when you have achieved CRM? If it is a business process how to you know you are following CRM? These are questions that a company must address before assembling a team to create a “CRM”. Read the entire post at: CRM to the Rescue: CRM End All Be All?