An Empirical Study on the Role of Enterprise Resource Planning Systems (ERP) in Improving Customer Relationship Management (CRM) with special reference to Reliance Company PVT LTD in Chennai

Abstract

The study aim in identifying the role of ERP systems in improving CRM at Reliance Company of Chennai. Employees at Reliance Company Pvt Ltd were the respondents in the study. The researcher adopted a diagnostic descriptive approach, and constructed two tests to measure; the ERP systems and CRM in Reliance Company-Chennai. The correlation between ERP systems and CRM at Reliance Company from employee’s perspective was statistically significant. Considering the aforementioned findings, the study recommended that Reliance Company and other enterprises to use ERP systems and to implement them in prompting CRM for their effective role in improving CRM; it also recommends carefulness in hiring vendors and sales representatives.