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ERP / CRM / SCM

ERP / CRM Support Specialists to reduce risk, improve productivity, data integrity; MSD365; out-of-the-box processes to build better customer relationships. Find ERP / CRM / SCM WFH freelancers on January 21, 2025 who work remotely. Read less

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Top Frequently Asked Questions

What is ERP / CRM?

What does an ERP manager do?

An ERP (Enterprise Resource Planning) Manager is responsible for managing the lifecycle of ERP systems within an organization, ensuring they meet business needs, are efficiently implemented, and continuously support organizational goals.

Here's a detailed look at what an ERP Manager does, including examples of ERP software they might work with:

== Core Responsibilities with ERP Software: ==

System Selection and Implementation:
Example Software:
SAP ERP: An ERP Manager would lead the selection process, evaluating SAP's various modules (like SAP S/4HANA) for fit with business processes. During implementation, they'd oversee configuration, customization, and integration with existing systems.
Oracle NetSuite: The manager would assess NetSuite's cloud-based capabilities, manage the deployment, ensuring it aligns with company workflow, and handle data migration from legacy systems.
Tasks:
Conduct needs assessments to determine system requirements.
Lead the ERP software evaluation, selection, and procurement process.
Oversee the project management aspects of implementation, including timeline, budget, and resource allocation.

Customization and Configuration:
Example Software:
Microsoft Dynamics 365: Customize modules like Finance, Supply Chain, or Sales to match specific business operations, creating custom workflows or integrating with CRM functionalities.
Infor ERP: Work on tailoring industry-specific solutions like Infor LN for manufacturing or Infor M3 for distribution, ensuring that customizations meet unique business practices.
Tasks:
Work with business analysts and developers to tailor the ERP to match organizational processes.
Ensure that customizations do not compromise system integrity or future upgrade paths.

Training and User Adoption:
Example Software:
Epicor ERP: Develop training programs for users on how to use Epicor's interface, manage inventory, or handle financials, ensuring smooth adoption across departments.
Odoo: For smaller implementations or startups, an ERP Manager might create user guides or conduct workshops on Odoo's modular approach to ERP.
Tasks:
Design and implement training programs tailored to different user groups.
Promote system adoption through change management strategies.

System Maintenance, Upgrades, and Support:
Example Software:
SAP S/4HANA: Manage upgrades to new versions like SAP S/4HANA, ensuring minimal disruption to operations, and handle system patches for security and performance.
Oracle ERP Cloud: Oversee cloud updates, ensuring they are applied without affecting business continuity, and manage service level agreements with Oracle.
Tasks:
Schedule and manage system updates or upgrades.
Establish support mechanisms, including help desks or support contracts with vendors.

Data Management:
Example Software:
Sage X3: Oversee data migration from old systems into Sage X3, ensuring data integrity and security.
IFS Applications: Implement data governance policies to maintain data quality within IFS's modules.
Tasks:
Plan and execute data migration, ensuring data accuracy and completeness.
Develop and enforce data governance policies.

Performance Monitoring and Optimization:
Example Software:
Syspro: Use Syspro's analytics tools to monitor system performance, identify bottlenecks in manufacturing processes, and optimize resource use.
Exact Globe: Analyze business processes through Exact Globe's reporting features to suggest improvements or reconfigurations.
Tasks:
Regularly review system performance metrics.
Implement process improvements based on ERP data analysis.

Compliance and Security:
Example Software:
SAP GRC (Governance, Risk, and Compliance): Utilize SAP GRC tools to ensure compliance with regulations, manage access controls, and audit trails.
NetSuite ERP: Set up and monitor security settings to protect financial data and ensure compliance with data protection laws.
Tasks:
Ensure the ERP system adheres to legal and regulatory standards.
Manage system security, user permissions, and data protection.

Vendor and Stakeholder Management:
Example Software:
Infor: Negotiate with Infor for additional licenses, support, or training as business needs evolve.
Microsoft Dynamics: Coordinate with Microsoft for support, updates, or integration with other Microsoft services like Office 365.
Tasks:
Maintain relationships with software vendors for support and updates.
Communicate system status, benefits, and future plans to stakeholders.

An ERP Manager's role is dynamic, requiring a blend of technical expertise with business acumen. They need to keep the ERP system aligned with the strategic, operational, and compliance needs of the organization while managing the complexities of software integration, user adoption, and system lifecycle management.

What skills should a CRM specialist have?

A CRM (Customer Relationship Management) Specialist plays a pivotal role in managing customer data, enhancing customer relationships, and driving sales and marketing efforts through the use of CRM software. Here are the key skills a CRM specialist should possess along with the software commonly used:

== Skills for a CRM Specialist: ==

Technical Proficiency:
CRM Software Knowledge: Understanding how to navigate, configure, and use CRM systems effectively.
Database Management: Skills in managing, cleaning, and analyzing customer data within CRM databases.

Analytical Skills:
Data Analysis: Ability to interpret complex data sets to derive insights on customer behavior, sales trends, and marketing effectiveness.
Reporting: Competency in creating and interpreting reports to inform business decisions.

Communication Skills:
Collaboration: Working with different departments like sales, marketing, and customer service to ensure CRM strategies align with business goals.
Training: Ability to train others on how to use CRM systems effectively.

Project Management:
Implementation: Managing CRM system rollouts or upgrades, including planning, execution, and user adoption strategies.
Change Management: Leading organizational changes related to CRM processes or system use.

Customer Service Orientation:
Customer Insights: Understanding customer needs and using CRM to improve customer satisfaction.
Feedback Management: Collecting and analyzing customer feedback to improve service and product offerings.

Marketing and Sales Knowledge:
Sales Funnel Management: Using CRM to track the customer journey from lead to sale.
Marketing Automation: Experience with automating marketing campaigns and lead nurturing within CRM.

Problem-Solving:
Troubleshooting: Addressing issues with CRM system functionality or data integrity.
Process Optimization: Identifying inefficiencies in CRM usage and proposing solutions.

Interpersonal Skills:
Relationship Building: Building strong internal relationships to facilitate CRM adoption and usage.

Privacy and Compliance:
Data Protection: Knowledge of data privacy laws (e.g., GDPR, CCPA) to ensure compliance in data handling.

Adaptability:
Learning: Staying updated with the latest CRM trends, features, and best practices.

== Common Software Used by CRM Specialists: ==

Salesforce:
A leading CRM platform known for its customization capabilities, integration with other tools, and robust sales automation features.

Microsoft Dynamics 365:
Offers integration with other Microsoft products, providing a comprehensive CRM solution for sales, customer service, and marketing.

HubSpot CRM:
Popular for its free tier and ease of use, particularly strong in marketing automation, with growth into sales and service modules.

Zoho CRM:
Known for affordability, ease of use, and integration with other Zoho applications, offering a good solution for small to medium businesses.

Oracle CRM (NetSuite):
Provides a cloud-based CRM with strong capabilities in sales force automation, customer service, and marketing.

SAP CRM (part of SAP C/4HANA):
Focuses on integrating sales, marketing, service, and commerce into one platform, particularly for large enterprises.

Pipedrive:
Aimed at sales teams, offering a visual sales pipeline management tool with CRM features.

Freshsales:
Provides an intuitive interface with AI-based features for lead scoring and contact management.

Insightly:
Focuses on project management alongside CRM, suitable for small businesses or those needing project tracking within CRM.

Act! CRM:
Known for its ease of use and strong contact management features, particularly for small to midsize businesses.

Additional Tools and Integrations:
Marketing Automation Tools: Like Marketo, Pardot, or Mailchimp for more advanced email marketing within CRM.

Analytics Tools: Google Analytics for deeper insights into customer behavior or Tableau for data visualization.

Communication Tools: Integration with Slack, Microsoft Teams, or email clients for streamlined communication.

Project Management Tools: Asana, Trello, or Monday.com for managing CRM-related projects or tasks.

A CRM specialist should be adept at using these tools to not only manage customer interactions but also to leverage data for strategic decision-making, enhancing customer engagement, and driving business growth. Continuous learning and adaptation to new CRM technologies and methodologies are also crucial for staying relevant in this field.

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