CRM, ERP and EAI

Question 1

what do crm, erp and eai stand for?

Answer 1

customer relations management
enterprise resourse planning
enterprise application intergration

Question 2

define crm and each of its four componants.

Answer 2

crm tracks all interactions with from prospect through to customer service. it has four parts.

marketing - sending a message to potential customers.

customer aquisition - customer prospects order and need to be supported

relation management - support and resale processes that increase value for existing customers.

loss/churn - win back processes categorise customers according to value and attempt to win high value customers.

Question 3

what are the componants of a crm database

Answer 3

sales apps
relationship management apps
solicitation and lead management apps
customer support apps

Question 4

what are the componants of an erp database

Answer 4

everthing in crm
HR apps
inventory apps
manufactuing apps
accounting apps

Question 5

explain eai

Answer 5

an extra layer where the seperate functional systems are intergrated instead of having one single centre.