Implementation of ERP and CRM Systemsinan SME

Abstract

Purpose -The purpose of this article is to present the most relevant aspects involved in the implementation of ERP and CRM systems in an SME. Methodology -The scope of this research includes the critical analysis and review of scientific journals derived from the Technological Surveillance Service of the National University of Trujillo, on the conceptual approach, the implementation process, implementation methods, limitations, evaluation techniques, impact in the competitiveness of ERP and CRM systems taking into account the nature, circumstances and objective of the SME. Findings -After searching for information on the implementation of ERP and CRM systems, the main ways to start the aforementioned systems within a certain organizational culture were found, problems faced by companies in our country and abroad, steps necessary for a successful implementation, benefits, performance indicators, among other aspects. In addition, SMEs are encouraged to implement these systems mainly for comprehensive information management of each department in the organization.Value -This research explores the various implementation contexts of ERP and CRM systems in a company, leading to Industry 4.0. This article provides an overview of the implementation of these systems under study, as well as the tools, resources and strategies they can contribute to an organization that is in the implementation phase or is thinking of implementing it or already has it implemented, but has some drawbacks. and still no solution. This information will allow providing more timely and clear responses to certain concerns and doubts about the proposed topic.