Sales Force Automation: Managing CRM and ERP Solutions

The lines between CRM and ERP are beginning to blur as ERP vendors incorporate CRM functions into their software and CRM vendors add ERP capabilities to their offerings. Both industries are working to develop all-in-one applications to streamline internal operations and customer activities.

Web-Enabled vs. Web-Based CRM Solutions

Although Web-enabled and Web-based customer relationship management (CRM) applications are similar, there are some fundamental differences.

• Web-Enabled Solutions. In the rush to develop products that deliver sales force automation features through a simple browser interface, quite a few CRM vendors have added browser front ends to their products in order to make their software "Web-enabled." Many have integrated e-mail management features, call center support, and e-commerce applications into their software; however, their products are based on client-server technology not Web technology.
  
• Web-Based Solutions. Other vendors are building true Web-based applications that utilize the Web as part of their platforms. With these solutions, you don't need to distribute software to all of your employees because the application runs over the Internet. Generally, Web-based applications are cheaper and easier to manage than their client-server-based counterparts.