Q

CRM-related jargon

Jargons used by the IT industry are confusing the lay person. SCM, ERP and CRM, aren't they all overlapping. For eg SCM is the whole chain, from design to after sales. It will cover CRM. Do the terms really mean different things??
You are right to be confused about the terminology because there is great overlap between solution sets. So, think in terms of each solution's core competency: CRM = Customer Centricity; SCM = Supply Centricity; ERP = Manufacturing Enterprise Centricity. They all overlap, but they grew out of different industries and each solution (CRM, ERP, SCM, etc.) is best applied to situations that are most closely aligned to their core feature set. Additionally, because each solution does one thing best, more than one solution may be required to solve the business problem.
This was first published in October 2001

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