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Trends in CRM

When the Enterprise Resource Planning (ERP) phenomenon descended upon India a few years ago, much hype surrounded it. Some old economy companies that implemented ERP were expecting paybacks in a very short time frame, which didn’t happen.
And everyone said ERP was dead. Other applications like Customer Relationship Management (CRM) and Supply Chain Management (SCM) also met a similar fate. Today, the Rs. 321 crore Indian enterprise solutions market, ERP, CRM, SCM, ASP, Internet Services and Knowledge Management, is undergoing a fundamental change in terms of the value proposition it represents and also in the vendors’ approach toward selling these solutions. The trend today is the verticalization of product offerings.

The emergence of ERP II (an extended ERP) and industry-specific CRM initiatives highlights the growing relevance of industry-specific capabilities in enterprise applications and that vendors recognize the need. As the enterprise applications become business operating systems, broad functional applicability plays well; however, industry-specific needs must still be addressed.

ERP Vs ERP II

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* Contributed by -
Varun Gupta,
B.E. (Electronics), Mumbai University,
MBA, ICFAI University, Hyderabad,
Currently working as Business Analyst with NSE.IT Ltd., Mumbai.