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Realizing Benefits From Current ERP And CRM Systems Implementations: An Empirical Study

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Executive Summary

This paper presents the findings of a study that examines the benefits that organizations are realizing from the implementation and use of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems. These types of enterprise system represent a specific class of information system used to integrate and support intra- and inter-organizational business processes. The term ERP system is now typically used in a broad sense to describe integrated systems covering all the basic business processes of a company. The core of the system is usually the accounting module, which provides general ledger and bookkeeping capabilities.

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