engleski

The changing role of ERP and CRM in Digital Transformation

In order to digitally transform the way of doing business, two scenarios are feasible: First, starting from scratch and building a new digital platform for digital enterprise regardless of legacy systems ; second, building-up on existing information technology infrastructure. The appliance of one of these two scenarios depends on various factors, like organizational current level of digital maturity, scope of “going digital” endeavor, industry and other. The goal of our research is to examine more in detail the second scenario, when businesses have to lean a new digital platform onto existing information systems. For the purpose of gathering insights on experiences and issues related to linking Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems to digital enterprise platforms, existing relevant research publications have been explored. The objective of this paper is therefore twofold: (1) to investigate publications explaining issues regarding digital transformation (DT) and enterprise resource planning or customer relationship management, (2) to identify, based on research and practical experiences and insights, key impact options of digital transformation on these two types of existing systems and their changing role within organizations.

customer relationship management ; digital transformation ; enterprise resource planning ;

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