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Management Information System

MIS

Report on

Customer Relationship Management

Enterprise Resource Planning

Supply Chain Management

Date of Submission:

14 th May, 2018

Chain Management Date of Submission: 14 t h May, 2018 Submitted By Sakif Ryhan – 10116026
Chain Management Date of Submission: 14 t h May, 2018 Submitted By Sakif Ryhan – 10116026

Submitted By

Sakif Ryhan 10116026 Md Asfaquzzaman 10116008 Humayun Rashid Pappu 10116018 Tasnim Huda Proma 10116013 Imdadul Haque Milon 10116003

Submitted To

Chinmoy Das Gupta

Lecturer

Army Institute of Business Administration

14 t h May 2018 Letter of Transmittal Chinmoy Das Gupta Lecturer, Army Institute of

14 th May 2018

Letter of Transmittal

Chinmoy Das Gupta Lecturer, Army Institute of Business Administration (AIBA) Jalalabad Cantonment, Sylhet.

Dear Sir, With due respect, we would like to inform you that we are honored to prepare our report on the CRM, ERP & SCM with details and various examples as required for our BBA program. This report shows about CRM, ERP & SCM, how it works and different examples of these three business sectors. In our report, we tried to focus on the relevant information about CRM, ERP & SCM and gained depth knowledge and information about the given topics. We tried our best to show our skill. Finally, we would like to assure you that we will be there for any clarification, explanation whenever required. Therefore, we believe the report will serve for its best purpose and hopefully this report will be accepted. Thank you in advance for your kind assistance.

Sincerely yours, Sakif Ryhan 10116026 Md Asfaquzzaman 10116008 Humayun Rashid Pappu 10116018 Tasnim Huda Proma 10116013 Imdadul Haque Milon 10116003 Batch: BBA-3

Army Institute of Business Administration, Sylhet.

Table of Content Serial Content Page No. No. 1 Executive

Table of Content

Serial

Content

Page

No.

No.

1 Executive Summary…………………………………………………………

3

2 Section 1 (CRM)………………………………………………………………

4

 

1.1

What is CRM……………………………………………………….

4

1.2

How CRM works…………………………………………………

4

1.3

CRM Core Functionalities………………………………………….

4

1.4

CRM Challenges and Implications…………………………………

6

1.5

CRM Vendors………………………………………………………

8

1.6

List of Companies using CRM…………………………………….

8

3 Section 2 (ERP)……………………………………………………………….

9

 

2.1

What is ERP………………………………………………………

9

2.2

How ERP works……………………………………………………

9

2.3

ERP Core Functionalities…………………………………………

10

2.4

ERP Challenges and Implications………………………………….

11

2.5

ERP Vendors……………………………………………………….

13

2.6

List of Companies using ERP………………………………………

14

4 Section 3 (SCM)………………………………………………………………

15

 

3.1 What is SCM………………………………………………………

15

3.2 How SCM works…………………………………………………

15

3.3 SCM Core Functionalities…………………………………………

16

3.4 SCM Challenges and Implications………………………………

16

3.5 SCM Vendors………………………………………………………

17

3.6 List of Companies using SCM…………………………………….

18

5 CONCLUSION………………………………………………………………. 18

6 REFERENCES………………………………………………………………

19

Executive Summary In every business CRM, ERP and SCM plays avital role equally. CRM helps

Executive Summary In every business CRM, ERP and SCM plays avital role equally. CRM helps to build a relation between customer and an organization. ERP based on a suite of integrated software modules and a common central database. The data base collects data from many different divisions and department in a firm and from a large number of key business processes in manufacturing and production, finance and accounting, sales and marketing and HR, making the data available for applications that support nearly all of an organizations internal business activities. By SCM a firm’s SCM is a network of organization’s and business process for procuring raw materials, transforming these materials into intermediate and finished product and distributing the finished product to customer. In this report first section cover CRM second section cover EPR and finally the last section cover SCM. This repot consist of a brief overview of all this sectors.

SECTION 1. (CRM) 1.1 What is CRM? CRM is a system or technology that helps

SECTION 1. (CRM)

1.1 What is CRM?

CRM is a system or technology that helps a company to enrich interactions with current and future customers to bring sales group keeps hills business to provide right information to the right person

at the right time (n.d).

CRM is a business strategy that’s aims to understand anticipates and manage the needs of organizations current and potential customers. CRM software is commonly used to manage a business-customer relationship however, CRM software systems are also used in the same way to

manage business contacts, clients, contract wins and sales leads. CRM also serves customer service and support divisions--making businesses efficient and improving customer satisfaction. (n.d).

A company can get many benefits by using CRM system. The CRM system helps a company to

enhanced relationships with customers as well as build more strong business by more collaboration. It lessened the data entry and facilitate better communication. It can also be your gateway to increased sales productivity, healthier pipelines and higher revenue. Other benefits include a 360-degree view of all customer information, knowledge of what customers and the general market want, and integration with your existing applications to consolidate all business

information (Beal, 2017).

1.2 How CRM works?

CRM software is a category of software that covers a broad set of applications and software

designed to help businesses manage customer data and customer interaction, access business

information, automate sales, marketing and customer support and also manage employee, vendor and partner relationships (n.d). CRM software can connect the crucial business operations such as marketing, service and sales activities to boost the customer experience and loyalty from initial contact to repeat purchases. Since any CRM system is meant to streamline the company workflow,

it can easily help businesses to close the gaps between marketing, sales, and customer service

departments helping the companies of all sizes to reach their end goal at minimal costs (Patrick

Hogan, 2017).

1.3 CRM core functionalities

The main purpose of CRM (Customer Relationship Management) is to help companies manage their relationship with customers and increase profit. The CRM core functionalities are,

1. Sales Force Automation 2. Marketing Automation 3. Customer Service Automation Sales Force Automation: Sales

1. Sales Force Automation

2. Marketing Automation

3. Customer Service Automation

Sales Force Automation:

Sales play a vital role for the success of any business. The key role of sales for every business needs to be understood for that CRM software offer sales force automation system to improve sales strategies. It also provides a boost potential of sales professionals by facilitating them in figure out their opportunities. With the use of sales force automation, sales people can easily manage their contacts, accounts, clients and all other related activities. Another best thing of this system is the forecast functionality. This helps to identify sales directors to generate accurate and timely forecast reports. These reports help to make proper decisions (Meyers, 2017). Sales force automation system include a lot of meaningful functionalities such as activity management, alerts and notifications, opportunity management and task management etc. The “Activity Management” helps us to maintain all the activities taking place in an organization. “Alerts and Notification” feature notifies us when a task gets completed or anything that you want to be notified about. “Opportunity Management” gives you an opportunity to follow a lead that you can turn into an opportunity and eventually a happy customer and lastly the “Task Management” enables you to manage all the tasks in your organization without ever having to leave your seat (Meyers, 2017).

Marketing Automation:

To supercharge their business’s operational efficiency and grow revenue Organizations invest heavily in marketing. Helping the magical influence of marketing, CRM software gives functionality which is called marketing automation. Marketing automation is a handy tool that supports you accepts your marketing efforts to the next level while protecting your resources in a long run and helps you in nurturing leads through proficient automated campaigns. These campaigns drastically increase the customer attachment in a cost effective manner (Meyers, 2017). Incorporating expert business strategies, efficient marketing processes, and dynamic automation technologies, marketing automation feature of CRM supports businesses with lead acquirement, lead scoring, lead nurturing, and lead assignment. Featuring e-marketing; newsletter based campaigns; and non-e-based campaigns such as SMS campaigns and conference calls campaigns etc. (Meyers, 2017).

Customer Service Automation: Customer service is a big part of the business in this modern

Customer Service Automation:

Customer service is a big part of the business in this modern business era where people have a number of options available and they hold the authority to choose anything that pleases them in the terms of product quality and fulfilling customer relationship management. To reduce the exhausting attitude of customer service process, CRM software automates customer that enables the businessman and marketers to understand the difference between their products or services through personalized communication with their clients in this challenging business environment (Meyers, 2017). Customer service automation is the way of increasing corporation’s profit margin. The core thinking of this customer-centric feature is to innovate and increase the relationships with customers. To meet that purpose an amalgamated knowledgebase of support information is invented in CRM. By the help of using CRM’s customer service automation we can easily improve our customer relationships management. This service supports problem tracking, management of communication history, customer tracking, and management of product problems, responding to customer problems, and sharing customer service information across the entire organization (Meyers, 2017). CRM systems examine customers from a varied perspective. These systems use a set of integrated applications to address all aspects of the customer relationship, including customer service, sales and marketing (Laudon and Laudon 2017). 1.4 CRM Implementation Challenges:

Many firms have implemented enterprise systems and systems for customer relationship management because they have such powerful instruments for achieving operational excellence and enhancing decision making. But precisely because they are so powerful in changing the way the organization works, they are challenging to implement. CRM implementations had actually damaged long-standing customer relationships. The major reason for CRM failure is a familiar one lack of understanding and preparation. And business managers rely on a major new application of information technology like CRM to solve a business problem without first developing the business process changes and change management programs that are required. For example, in many cases, failed CRM projects were implemented without the participation of the business stakeholders involved. So that employees and customers were not prepared for the new processes or challenges that were part of the new CRM implementations.

Within the CRM context, some business environments require that companies target multiple channels while integrating

Within the CRM context, some business environments require that companies target multiple channels while integrating every customer touch point, thereby creating a holistic view of the customer (Payne and Frow 2005). In this setting, managers typically use technology to support data mining and analytics to make decisions on how to most effectively use their resources to maximize outputs (Krasnikoz, Jayachandran, and Kumar 2009). In other words, managers are attempting to create a single view of a group of customers. However, other environments require multichannel interactions consisting of multiple influencers and decision makers causing resources to be allocated toward a more customized offering (Merz 2008). The task within this latter setting is understandably more difficult, as there are many more touch points and interactions occurring before a sale can be made. This issue is important because many managers believe using knowledge transfer and behavioral change patterns similar to those being used in the first setting will be as effective in the second setting (Marchand and Meadows 2006), which may not necessarily be the case. With this in mind, it is likely that some of the more traditional models currently used in CRM research may be suboptimal because they fail to take into consideration to multiple members of the buying center and the appropriate number of interactions necessary to convert the sale. Moreover many firms and research fail to consider organizational structures, processes, and culture that may or may not support differential treatment of customers. Finally, work in the area of dynamic capabilities (Maklan and Knox 2009) indicates that the traditional CRM models that assume consumer behaviors will change by a predetermined amount based on CRM investments and usage is not correct. They argue that to expand CRM resources effectively, firms must embrace dynamic capabilities that are grounded in the tacit knowledge of the business. As discussed above, CRM has been shown to be unsuccessful in many studies, perhaps because of the researcher’s or organization’s lack of consideration of the selling context where CRM is being implemented. By failing to consider the environment in which the CRM strategy is likely to be used, it would seem that a critical entity is also being ignoredthat is, the individual employing the strategy. Consulting agencies argue that if CRM is to be embraced it must be pervasive throughout the entire organization. Let’s briefly examine some of these challenges. The common thing of why CRM systems fail includes:

Lack of senior management sponsorship.

Improper change management.

 Lengthy projects that take time too much or too fast.  Lack of or

Lengthy projects that take time too much or too fast.

Lack of or poor integration between CRM and core business systems.

Lack of end-user incentives leading to poor user adoption rates.

1.5 CRM Vendors:

Some of the leading vendors of CRM software are

Siebel systems

Oracle

People Soft

SAP AG

Epiphany

Salesforce.com

Microsoft.Net

MSSQL

Microsoft Dynamics CRM etc. is demonstrated (Kenneth C. Lauden and Jane P. Laudon 2017)

1.6 List of Companies in Bangladesh using CRM:

1. Dhaka Bangladesh development Company.

2. Unilever

3. City Bank

4. IDLC Finance Limited

5. BASIS (Bangladesh Association of Software and Information Services)

6. IPDC Finance

7. Bank Asia Limited

8. Eastern Bank Limited etc.

SECTION 2. (ERP) 2.1 ERP- DEFINITION: An Enterprise resource planning system is a fully integrated

SECTION 2. (ERP)

2.1 ERP- DEFINITION:

An Enterprise resource planning system is a fully integrated business management system covering functional areas of an enterprise like Logistic, Production, Finance, Accounting and Human Resources. It organizes operation processes and information flows to make optimum use of resources such as men, material, money and machine. Enterprise resource planning promises one database, one application, one user interface for the entire enterprise, where once disparate systems ruled manufacturing, distribution, finance and sales (Oracle, 2017). ERP provides many

benefits to a company. It Improve business insight, Lower operational costs through defined and more streamlined business processes, Enhanced collaboration, Improved efficiency, Consistent infrastructure, High user-adoption rates, Reduced risk, Lower management and operational costs, Improves financial compliance with regulatory standards etc. (SAP, 2016).

2.2 ERP Characteristics:

Any system has to possess few key characteristics to qualify for a true ERP solution.

These features are:

1. Flexibility: An ERP system should be flexible to respond to the changing needs of an enterprise.

The client server technology enables ERP to run across various database back ends through Open Database Connectivity (ODBC) (Oracle, 2017).

2. Modular & Open: ERP system has to have open system architecture. This means that any

module can be interfaced or detached whenever required without affecting the other modules. It should support multiple hardware platforms for the companies having heterogeneous collection of

systems (Oracle, 2017).

3. Comprehensive: It should be able to support variety of organizational functions and must be

suitable for a wide range of business organizations (SAP, 2016).

4. Beyond the Company: It should not be confined to the organizational boundaries, rather support the on-line connectivity to the other business entities of the organization (SAP, 2016).

5. Best Business Practices: It must have a collection of the best business processes applicable

5. Best Business Practices: It must have a collection of the best business processes applicable worldwide. An ERP package imposes its own logic on a company’s strategy, culture and organizations (SAP, 2016). These are the vital characteristics of ERP implementations in Bangladesh there are also other characteristics but above are the significant.

2.3 ERP core functionalities:

The earliest ERP platforms focused on accounting. While options and functions have expanded, managing your money will always be a core aspect of your enterprise resource planning. An effective ERP system will helps to pull together legacy and current accounting software so one can manage and track your numbers--both currently and over time. It also organizes information in ways that allow you to dive deeper into the data. So, it’s vital to look at the analytics available in any system you consider to ensure appropriateness (Beal, 2017). i. Business reporting:

Microsoft Dynamics AX offers effective business intelligence and reporting solutions that can be used immediately. You gain more detailed insights into key performance factors and are able to precisely determine which customers generate the highest sales, who your most efficient suppliers are, and what problems there may be in your business that require rapid intervention. ii. Supply chain management:

Dynamics AX offers expandable, familiar software for Supply Chain Management (SCM) that helps eliminate barriers to productivity and efficiency, enabling your company to supply your customers with the right products at the right time. With Microsoft Dynamics AX solutions, you provide your employees with tools for higher individual and team productivity

iii. Personnel management:

With the personnel management functions, you can help realize the potential of your employees and improve employee loyalty. At the same time, you reduce the costs and complexity of managing salaries, social contributions, personnel recruitment and employee benefits to a minimum. With Microsoft Dynamics AX, you give your employees the right tools. Personnel management also becomes more productive and you build up the idea.

vi. Accounting Management: The earliest ERP platforms focused on accounting. While options and functions have

vi. Accounting Management:

The earliest ERP platforms focused on accounting. While options and functions have expanded, managing your money will always be a core aspect of your enterprise resource planning. An effective ERP system will help you pull together your legacy and current accounting software so you can manage and track your numbers--both currently and over time. It also organizes information in ways that allow you to dive deeper into the data. You should look at the analytics available in any system you consider to ensure you can use it to get the information you need.

v. Human Resources Management The best CEOs and business owners understand that an effective organization works for reasons that go beyond accounting spreadsheets. ERP software available today helps you use your company data to manage your employees more effectively. You can run payroll, track time, measure performance and efficiency, and examine a multitude of metrics to help you identify your strongest performers, reward success, and identify potential HR problems. You can also look at changes in performance over time to measure the value of leadership meetings and performance evaluations. By taking advantage of the human resources functionality, you can focus in on how to get the most out of the people on whom your success depends.

vi. Customer Relationships Management

Finally, enterprise resource planning software helps you examine your customer relationships. You

can place orders more quickly and track how promptly you fill those orders. Over time, you can also look at volumes for different customers to help your sales team focus effort efficiently.

2.4 Challenges of ERP implementation in Business:

Furthermore, it was found t ERP implementations have sometimes failed to achieve the organization’s targets and desired outcomes. Much of the research reported that the failure of ERP implementations was not caused by the ERP software itself, but rather by a high degree of complexity from the massive changes ERP causes in organizations the composition of team members plays a crucial role in ERP implementation. Some of the vital challenges while implementing ERP are stated below:

i. ERP Vendors In this competitive environment, selection of the perfect product is necessary to achieve productivity gains. There are over 500 ERP applications in market. While selecting the perfect

ERP application for a business, one should know the vendor’s previous projects, industry vertical and

ERP application for a business, one should know the vendor’s previous projects, industry vertical and experience (Aleksey Osintsev, 2016).

ii. Commitment from The Top Management: Senior managers play a crucial role in any ERP

implementation. Their involvement is extremely necessary for the success of a project. Any form of ignorance may cause ineffective decisions and delayed operations. After the implementation of an ERP system, resentment from employees is common. This could heavily degrade the productivity of processes. Special training and motivation before the implementation is very

helpful. This would give the teams, some time to get familiar with the software.

iii. Proper Project Management: Companies who want to implement the ERP system, need to

assign their best employees for successful implementation. Generally companies appoint external

help as well but internal employees are preferred.

vi. Implementation Cost: The entire cost of an ERP implementation is much greater than the

initial costs. The total cost depends on customization cost. Greater the customization, higher will

be the final implementation cost.

v. Employee Retention: It is been observed that despite of training, many employees leave the

organization after the implementation of ERP system. This can immensely affect the growth rate of a company. Sufficient testing. Testing of ERP system doesn’t mean whether it’s working smoothly or not, but to be delighted by its performance and to see whether it’s up to your needs. Insufficient testing of the system can attract costly unplanned updating.

vi. Problems in integrating customer order information: ERP systems can become the place where the customer order lives from the time a customer service representative receives it until the loading dock ships the merchandise and finance sends an invoice. But sometimes it becomes tough to maintain all information in one software to keep track of orders more easily (Aleksey Osintsev,

2016).

2.5 ERP vendors: Top ERP vendors that are leading the market for 2017: SAP: SAP

2.5 ERP vendors:

Top ERP vendors that are leading the market for 2017:

SAP:

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. With more than 345,000 customers in more than 180 countries and 15,000 partnering companies globally, SAP is the world’s third largest independent software manufacturer. The reason why their ERP solution is so successful is because nearly 50,000 ERP customers have helped shape its scope through programs like Customer Influence. According to the Tech Target article, SAP leads the major ERP vendors for overall market share with 19 percent and has the largest gap between planned cost ($1.44 million) and actual cost ($2.09 million). Microsoft dynamics:

Microsoft Dynamics 365 has the complete ERP tools for Operations that provide global scalability and digital intelligence to help you grow at your own pace. Their ERP software capabilities extend what you can do with Manufacturing, Retail, Finance and IT. Microsoft Dynamics is going more upstream after larger implementations and is a more open system, making it easier to customize. Microsoft trails closely behind SAP with an overall market share of 16 percent. Microsoft Dynamics 365 ERP software appeals to small companies, as well as midsize and big companies due to the solid suite of products they’ve made. ORACLE: Oracle ERP Cloud offers a complete, innovative, and proven solution for organizations of all sizes that want to thrive in the digital economy. With industry standards and modern, Oracle is the one cloud for your entire business. It manages accounting, financial planning and analysis, revenue recognition, risk management, tax reporting and so much more, according to their website. For overall market share, Oracle follows close behind Microsoft Dynamics with 13 percent. As for project cost, Oracle’s was the most expensive, with an average of $2.38 million. Infor ERP solutions are specialized by industry. Healthcare, Public Sector, Retail, Hospitality, Distribution and Service Industries are a few among many others that they offer. Infor’s enterprise management solutions have expanded beyond traditional ERP functionality, bringing together business intelligence (BI), sales automation, and ecommerce. For overall market share, Infor is at the same 13 percent as Oracle. Infor’s move to the top tier, can be explained in part by its rapid growth in the past few years, but also because it has invested heavily in user interface development

and embraced open-standards architecture. They had the least expensive project cost at $1.51 million. 2.6

and embraced open-standards architecture. They had the least expensive project cost at $1.51 million.

2.6 List of companies using ERP in Bangladesh:

When you want out-of-the-box integration or self-made integration solutions, there is nothing better than ERP solutions. ERP software such as SAP is stable and susceptible to any large scale business growth. With the business intelligence and mobility solutions, as well as on-demand supports, ERP is gaining more popular in Bangladesh. The reason being it is more convenient and accessible now, as it is a surplus to the traditional business models offering a full set up of integrated ERP system. Some of the renowned company using ERP in Bangladesh are:

1. Unilever.

2. British American Tobacco.

3. Partex Bangladesh.

4. Berger paints Bangladesh Ltd.

5. Butterfly-LG Bangladesh

6. CEAT Bangladesh

7. Ceragem Bangladesh Ltd

8. Readymade garments industries.

9. Padma oil.

10. Sheva XYZ etc. More or less almost all the big companies in Bangladesh are using ERP software. Including readymade garments Industry Company cannot run their services a day without ERP tools i.e SAP applications. As the country is stepping ahead into more digitization at every step the impact of ERP applications in renowned companies are increasing at a significant rate. Most of the companies for business automation, outstanding performances ERP applications and software are their first choice. Introductions of ERP in organizations increases the potentiality and boost up their profits as well.

SECTION 3. (SCM) 3.1 What is SCM? Supply chain management is the cross functional enterprise

SECTION 3. (SCM)

3.1 What is SCM?

Supply chain management is the cross functional enterprise system that manages, control and executes the flow of goods and services, involves the movement and storage of raw materials. Brien and Marakas (1990) showed that SCM is a system that uses the information technology to support and manage the link between many companies business process with the supplier and other business partners (Laudon & Laudon, p. 385).

3.2 How SCM works?

There are certain key elements that rule global supply chain management. Let us have a quick look

on some of these core elements of Supply chain management system.

Product Movement:

The movement or work flow of the product plays the vital role in designing SCM model. Movement of the product needs to be managed well to achieve success in any business. Timely movement of a product from one unit to another, appropriate quality check at each point and quick delivery are the key components to completely satisfy customer’s needs. SCM must help to define the process of product movement.

Information Sharing and Communication:

Inappropriate communication can lead to disaster in businesses. SCM model should be designed such that it has an appropriate flow of information movement from one point to another while conducting business.

Timely Order to Delivery:

Supply chain management model must meet the deadlines well from the beginning till the end. Organization’s success is solely depending on how successful the delivery of the product is when it reaches the customer’s hands. Right from the order processing to manufacturing, receiving, and quality checks and until delivery to the customer, SCM model must be fine-tuned appropriately. Service after delivery:

Performance management is another important aspect to be considered to gain long term success. SCM

Performance management is another important aspect to be considered to gain long term success. SCM model should have a system to regularly conduct performance reviews, quality checks after delivery so that the service after delivery is well taken care of. The continuous business growth needs to be considered while designing supply chain management system. Finance:

Supply chain management also includes managing finances of the organization. Accounts payable, inventory management, billing accuracies, possibilities of sharing costs across facilities are the few key finance activities that need to be defined well in the SCM model.

Integrated Supply Chain Management:

Strategic integration of various functions within the organization or stakeholders is essential to manage the work flow and in turn the success of the organization. SCM model must integrate the functions and stakeholders well so that the long term goal of the organization can be achieved. Supply Chain Management can bring in lot of benefits to the organization and help to fulfill its long term goal in turn to achieve business success. (Aleksey Osintsev, 2016).

3.3 SCM Core Functionalities. Supply chain management involves five main functions: aligning flows, integrating functions, coordinating processes, designing complex systems, and managing resources. Aligning flows: As money, materials, and information are passed between customers and suppliers, supply chain management keeps them flowing up and down a supply chain (n.d). Integrating functions: Supply chain management connects the activities of logistics, purchasing, and operations to ensure that they focus on goals that benefit overall performance. Coordinating processes: Supply chain management increases profitability by aligning the processes used to plan, source, make, deliver, and (when necessary) return a company’s products and services (n.d). Designing complex systems: Simulation tools can predict how a supply chain will behave and show how small changes can cause major disruptions in the flow of materials. Managing resources: Supply chain managers are responsible for using people, processes, and technology to meet the needs of customers.

3.4 SCM Implication Challenges Supply chain management is very important to track goods across department’s

3.4 SCM Implication Challenges

Supply chain management is very important to track goods across department’s in-real-time, which can be a huge advantage (Leung 2017). Despite this, there are several challenges that supply chain management faces due to growing complexities. A lack of proper demand planning knowledge, tools and guidelines can be major challenges for SCM implementation. Inaccurate production, inventory and other business data provided by a company’s other information system are a frequent cause of SCM problem. In addition lace of enough cooperation among marketing, production and inventory management departments within a company and with the suppliers, distributors and

others is a challenge for supply chain management is demonstrated (Brien and Marakas 1990). Cost control: Operating costs are under extreme pressure by rising energy/fuel and freight costs, greater number of global customers, technology, increasing labor rates and new regulations and rising commodity prices. Talent: Technology is developing day by day and people want innovation. For innovation highly qualified and talent is a must. It is becoming increasingly more difficult to find qualified and interested talent. Supply chain leaders need an extensive understanding of the key competencies and duties needed for supply chain management roles and the ability to efficiently source specific skill sets and methods for developing future leaders. Demands: Customers want their products immediately and at a good price, yet this is not always possible and puts companies under a great deal of pressure to provide customers with what they want. It is not always possible for companies to create both quick and remunerative methods due to the demands of the chain. Customer service: Supply chain management is all about providing the right product to the right place in the right time. Quality maintaining is also an important thing for supply chain management. So maintaining all these things and providing service to the customer is a challenge for supply chain management.

3.5 SCM Vendors

The top ten supply chain management vendor’s are- (Investopia, 2017).

1. SAP

2. Oracle

3. JDA Software Group, Inc.

4. Manhattan Associates

5. Infor 6. Descartes Systems Group 7. Tiger IT Bangladesh. 8. Magnito Digital. 9. Newcred.

5. Infor

6. Descartes Systems Group

7. Tiger IT Bangladesh.

8. Magnito Digital.

9. Newcred.

10. Southtech Limited.

11. Data Soft.

12. Lead Soft.

13. Brain Station 23 Limited.

14. Reve Soft.

15. GTNexus.

3.6 Companies using SCM (Linkdin, 2018).

1. PRAN-RFL Group.

2. Robi Axiata Limited.

3. ACI Limited.

4. Abul Khair Group.

5. Incepta Pharmaceuticals Ltd.

6. Walton Group.

7. Novartis.

8. Walton Hi-Tech Industries Limited.

9. Unilever.

10. Grameenphone Ltd.

CONCLUSION CRM, ERP, SCM systems are like blessings to any organization. The CRM system helps a company to enhanced relationships with customers as well as build more strong business by more collaboration.

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