Governance

1. Introduction

Acumatica ERP is a cloud-based IT solution that runs on a standard web browser over the Internet. Its main goal is to help the business owners manage and control their organizations effectively, by providing packages such as Organization, Finance, and Distribution. In the Organization package, there are many modules such as Communication, Customer Management, Projects or Time & Expenses. The main focus of this reflective paper is the Customer Management (or CRM). The team will analyze and identify how this module can deliver its IT values to the business.

2. About CRM

CRM stands for customer relationship management, which allows businesses manage their relationships and data associated with. According to Burnham (2013), customer and prospect contact information, accounts, leads and sales opportunities are stored in the CRM system. Because the whole business uses a unique customer system, the information is real-time updated, staffs from departments get the latest information to communicate with customers.

3. How a standard CRM can help the business

3.1. CRM delivers a place to store customer data and how those data connect to the business.

3.2. CRM helps to create repeatable, successful processes.

3.3. CRM provides a visibility into sales team’s activities, so the business can look into the near future and revenue prediction.

3.4. CRM helps to reduce the risk of storing data locally, which lead to losing data.

3.5. CRM provides an environment for staff to sharing information instantly.

3.6. CRM helps to define the level of customer, so the business can put efforts accordingly.

3.7. CRM provides a scalable system, so the change in staffs’ quantity is not affected.

4. The Acumatica CRM

The Acumatica CRM includes 4 tabs, which are Work Area, Processes, Report and Configuration

4.1 Work Area:

Leads: store information about individual or representative of organizations who are interested in the business.

Cases: store customer...