Abstract
This chapter provides a framework and discusses the integration of Customer Relationship Management (CRM) and Supplier Relationship Management (SRM) systems in e-ERP environments in supply chains. Currently, the economic environment enterprises are operating in is extremely competitive and influenced greatly by Information and Communication Technologies (ICT). ICT can be an enabler of business performance but also an obstacle if these technologies are not managed carefully. Enterprises are implementing integrated CRM and SRM software in order to remain competitive, but high rates of failure indicate that the implementation of these solutions is not straightforward. In this chapter, organizational issues concerning the integration of CRM, SRM, and ERP software in supply chains are discussed. This chapter aims at informing managers, scholars, students, and researchers of the issues involved, and identifying critical factors of success for enterprises adopting and implementing integrated CRM/SRM solutions.
Published Version
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