Cross-functional enterprise systems are information systems that are integrated combinations

of business information resources across the functional units of an organization. These

enterprise systems cross the boundaries of traditional business functions to reengineer and
improve vital business processes all across the enterprise. Cross-functional enterprise systems
use Information technology to share information resources, while improving the efficiency
and effectiveness of business processes. Because of this, relationships with customers,
suppliers, and business partners are formed and strengthened. Three example of crossfunctional enterprise systems are customer relationship management (CRM), enterprise
resource planning (ERP), and supply chain management (SCM).
One strong trend companies are turning to is customer relationship management (CRM).
CRM is an information industry term for methodologies, software, and usually Internet
capabilities that help an enterprise manage customer relationships in an organized way.
According
to the textbook, "CRM uses information technology to create a cross-functional enterprise
system that integrates and automates many of the customer-serving processes in sales,
marketing, and customer services that interact with a company's customers." One benefits of
CRM is that it allows a business to identify and target its best customers and most profitable
ones so they can retain them for a lifetime to become more profitable. "CRM makes possible
real-time customization and personalization of products and services based on customer
wants needs, buying habits, and life cycles." CRM also keeps track when a customer contacts
the company and allow a company to provide a consistent customer experience and superior
service and support.
Enterprise resource planning (ERP) is an industry term for the broad set of activities
supported by multi-module application software that helps a business manage the important
parts of its operations, including product planning, parts purchasing, maintaining inventories,
interacting with suppliers, providing customer service, and tracking orders. ERP is a crossfunctional enterprise system driven by an integrated suite of software modules that supports
the basic internal business process of a company. ERP is also very beneficial. ERP creates a
framework for integrating and improving a company's internal business processes that result
in significant improvements in the quality and efficiency of customer service, production, and
distribution. ERP helps reduce transaction processing costs and hardware, software, and
Information Technology support staff. ERP also quickly provides vital, cross-functional
information on business performance to managers. This drastically improves their ability to
make better decisions in a timely manner across the entire business enterprise. ERP provides
enterprise agility. That agility results in more flexible organizational structures, managerial
responsibilities, and work roles and therefore a more agile and adaptive organization and
workforce that can more easily capitalize on new business opportunities.
Supply chain management (SCM) is a cross-functional interenterprise system that uses
information technology to help support and manage the links between some of a company's
key key business processes and those of its suppliers, customers, and business partners. The
goal of SCM is to create a fast, efficient, and low-cost network of business relationships.
SCM provides key business benefits, such as faster, more accurate order processing,

reductions in inventory levels, quicker times to market, lower transaction and material costs,
and strategic relationships with their suppliers.