【正文】 企業(yè)用 CRM 可以充分的了解互動數(shù)據(jù)和有關(guān)客戶交易數(shù)據(jù)，然后它會分析客戶的業(yè)務并貢獻決定是否要提高服務質(zhì)量。 整合的好處 無論使用什么方法，只要企業(yè)的前端和后端是無縫集成，網(wǎng)絡訂單輸入和報價的實施將更加容易。通過這種方式，不僅可以使我們在客戶關(guān)系管理的開始時間進行初步數(shù)據(jù)轉(zhuǎn)換，也可以把最新調(diào)整的信息，如產(chǎn)品目錄，價格和折扣能夠輸入到前端在 ERP 和 CRM 的同步操作時，以讓銷售報價及時糾正。 c）它會在市場策略及價格為企業(yè)帶來好處，用在前臺和后臺的一攬子解決方案。 CRM 的 ERP 集成包括兩個方面，業(yè)務流程和技術(shù)。這是所有的“大管家”的魅力。 CRM與 ERP 相比更關(guān)注市場和客戶。無論是 ERP 或 CRM，其根本目的是降低庫存，加快資金周轉(zhuǎn)以提供企業(yè)管理水平，提高企業(yè)對市場的反應速度，他 們都應該與整體發(fā)展戰(zhàn)略相一致，這是他們需要整合的策略。 在其他方面，信息的不確定性在 CRM 中得到解決的問題。因此，這個懸而未決并需要得到緊急解決的問題是如何成功地整合這兩個 系統(tǒng)，并讓他們有效地運行。 關(guān)鍵字 :客戶關(guān)系管理 。 integration I. INTRODUCTION Customer Relationship Management (CRM) is a new type of management system aimed at improving the relationship between enterprises and customers. Enterprise Resource Planning (ERP) is a kind of Business management practices and systems. They are all emerging in recent years. Through the implementation of ERP, the internal and external resources of enterprises will be digging deeply for use in the basis of reform, and their every management aspect for production, supply, marketing, man, financial, and material will be puterized, integrated and automated pletely, so ERP system has increasingly bee a powerful management tool. With the development of information technology and management idea, it must bine ERP and CRM to form an integrated enterprise information system, in order to make business flow more coherent and enhance enterprise’s businesstomarket responsiveness and petitiveness. So it is outstanding question in need of being resolved urgently that How to successfully integrate these two systems and let them run effectively. II. TROUBLES BEFORE INTEGRATION A. What Is CRM and ERP System The earliest CRM was developed from the software used by the Front Desk sale staff, and therefore it was known as the Front Desk office software (Front Office). Now, CRM has been extended to a management software platform used in every department which had contact with customers, and its content relate to marketing , sales, service, products adjust, etc. . ERP originated in Material Requirements Planning (MRP) and Manufacturing Resource Planning (MRPII) system, its core ideas insisted that enterprises operational activities should be based on enterprise resource and costoptimized configuration, so as to achieve the best condition of internal production. It was also known as backoffice software (Back Office) because of its main contents included finance, management, human and logistics and other business operations background. B. Main Troubles about Them At present, there are still many troubles mainly because that the information available can not be used and not respond to customers’ needs and requirements realtimely. If only ERP was used, it would be difficult to provide the real world with supports. Although there’s some information on customers in some departmentclass systems of ERP, it is still hard to have a prehensive and realtime responds for customer’s needs, and it is also hard to predict the changes of business partners and customers because of no unified information on customers. On the other way, the problem of information uncertainty was resolved in CRM. First of all, all customerrelated data from inner Enterprises or outside are integrated at a same system, which can be operated and used by staff contacting with customers. At the same time, the thought of process management was introduced in the foreground task, which was very arbitrary before. Then the demand for each type of customers would raise a bunch of standardized inner processes. However, corporate affairs must be involved to the management of man, money, and material, those jobs are beyond CRM. All above showed that the separate use of CRM will lead to a lack of dynamic information from business background and a disruption in business layer and data flow, people can not process data realtimely and response to the information about dealings。 Similarly, there are no smooth sales and no powerful service work if only ERP was used. Therefore the tow systems must be integrated to o