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Letter of Transmittal

Sir, 2nd August, 2017

Mr. Golam Kibria

Faculty

Independent University, Bangladesh

Subject: Report Submission.

At first we would like to give you thanks for providing us chance to work on this project. In spite of
having some limitations, we have tried our best to address the major and in depth ‘issues’ to make it
accurate and reliable. Should you have any further inquiry concerning any additional information we
would be very pleased to clarify that.

We hope that you will give us permission to submit this report.

Respectfully yours

Team-The Entrepreneurs

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Acknowledgement

We are grateful to those who have directly and indirectly contributed towards the Preparation of this
report especially the team. We feel great pleasure and honor to express my heartiest gratitude and a
deep sense of Obligation to our course instructor MR. Golam Kibria for his keen interest Skillful
guidance, enlightened views, unfailing patience, mastery advice, inspiring attitude and valuable
suggestions for the accomplishment of the present study. it was not possible to bring this work to a
fruitful conclusion without our day and night persuasive and sincere efforts. We have done research,
library work, browsing internet and came to understand many events in regards to major enterprise
system (CRM, ERP and SCM)

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Contents
Customer Relationship Management (CRM) ............................................................................................ 6

What is customer relationship management (CRM)?............................................................................ 8

How Customer Relationship Management(CRM) works? .................................................................. 10

1.3 Core Functionalities of Customer Relationship Management (CRM ........................................... 11

There are few major drawbacks that are faced due to implementation of CRM and they are: - ......... 13

1.1 ............................................................................................................................................................ 13

2.1 Enterprise resource planning(ERP) .............................................................................................. 14

What is Enterprise recourse planning? ................................................................................................ 14

3.1 How does ERP works? ................................................................................................................. 15

Core Functionality of ERP .................................................................................................................. 16

Common ERP Functional Requirements ............................................................................................. 16

Functional Areas of ERP (Modules): .................................................................................................. 16

ERP Implementation Challenges ......................................................................................................... 18

4.1 Popular ERP Vendors ................................................................................................................... 19

5.1 List of companys in Bangladesh Using ERP ................................................................................ 20

Service Provider .................................................................................................................................. 20

Manufacturing ..................................................................................................................................... 20

6.1 3.1 What is supply chain management (SCM)? ........................................................................... 21

7.1 3.2 How supply chain management (SCM) work ........................................................................ 22

8.1 3.3 supply chain management Core Functionalities ..................................................................... 23

9.1 3.4 Supply chain management Implementation Challenges ......................................................... 25

10.1 3.6 List of Companies in Bangladesh using Supply chain management ...................................... 27

11.1 3.5 SCM Vendors ......................................................................................................................... 26

12.1 Conclusion .................................................................................................................................... 28

13.1 References .................................................................................................................................... 29

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List of Table:

Table 1Software Vendors ........................................................................................................................ 26

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List of Figure

Figure 1CRM Basic ................................................................................................................................. 10

Figure 2CRM Functionslities .................................................................................................................. 11
Figure 3ERP System ................................................................................................................................ 14
Figure 4SCM Basc................................................................................................................................... 21

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Executive Summary

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Customer Relationship Management (CRM)

1.1 What is customer relationship management (CRM)?

“Customer Relationship Management” it simply means to manage the relationship with customer.

It is a kind of strategy that companies uses in order to manage and analyze customer interactions
and data throughout the customer life cycle. At the same time it also manages a company’s
interaction with both current and future customers by providing better customer services along with
technical support. It helps you improve your profitability. For instance; In order to purchase items in
a store when they simply swipe a store card. It immediately tracks everything, however it create an
extremely detailed customer profile based on his or her purchasing habits. With that information store
can easily know her preferences and simply offer the client that sort of discount.

It is not only just the application of technology; it is rather a strategy that helps a business to learn
more about customer’s needs and behavior. It helps a business to assist in dealing with customers
effectively and efficiently. Nevertheless; a successful CRM relies on the use of technology. More
commonly, when people talk about CRM they are usually referring to a CRM system, a tool which
can help to contact with management, sales management, workflow processes, productivity, service
professional, and etc.

However, customer relationship management main goal is to improve business relationships with
customers. The better the relationship the business can keep with customer, the more and beneficial
and successful they will be. By using CRM system once can keep track of customer information,
this can further allow business to meet customer expectation. Ultimately, CRM serves to enhance
the customer's overall experience.

As years are passing by and world is getting updated customers are now more concerned related to
leaking of personal or private information so people are now more aware.

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1.2 How Customer Relationship Management(CRM) works?

Figure 1CRM Basic

In any business, a company firstly needs to initiate marketing. The need to grab the market by running
a campaign so that many people can know about the particular product in this way they generate leads
for instance; survey, advertisement on billboard, newspaper etc. As soon as they generate leads the
information of the customer is stored into the database.

Then a sale team is assigned to those leads. Once they are assigned to those leads they qualify the
leads and then convert the leads, later sales department track the opportunities and offer them with
different sort of discounts and coupons in order to keep them in hand.

After the sales department is done tracking opportunities they then handle it to order department.
Hence, once the customer is interested to buy the product the product is delivered. They then generate
invoice and one of the copy is given to customer and other one they save keep it in their database.

Lastly, it supports customer by managing the case and conducts training so that they can learn to use
the product. And then provide services and develop knowledge about the particular product

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1.3 Core Functionalities of Customer Relationship Management (CRM

Figure 2CRM Functionslities

Customer relationship management (CRM) is a technology that allows any business of any size to
collect, analyze, and retrieve all of the vital information associated with its customer base. That is why
many companies are now implementing CRM software in order to combine all the customer
information into CRM data base so that business user can easily access and manage data. This
software also helps business and its employee to deliver information faster, it is also more
convenient and dependable and it also provide consistence service to customer.

Approximately 72% of CRM users say that they would trade functional complexity for a simple CRM
that is easier to use. However, there are few major components of CRM system that helps the business
to run smoothly and they are:

1. Contact and Account management:

CRM software they help marketing, sales and service professional to grab the market by tracking
analyzing what all customer information and preferences through past and planned contact. Now a day
this information’s are gathered from telephone, fax. E-mail, web-site etc. CRM systems store all the
data into their database and combine them together and make it available.

2. Sales:

CRM software allows the sales department to record customer data and manage sales activities and
optimize cross-selling and up-selling. Cross selling simultaneously serves their customer and help in
on improving their sales. For instance, auto insurance might be interested in purchasing homeowner’s
insurance. Whereas, up-selling sells a better product to new customer.

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3. Marketing & fulfillment:

CRM system helps marketing professionals to achieve direct marketing campaign. This can be
done by targeting a market and fulfilling customer requirements. This software help marketing
department gather all the response they get from market and which allow them to proceed. It also
help in fulfillment of customer request and provide them the appropriate information of product
and services.

4. Customer Service and support:

A CRM system provides software to sales and marketing professional which helps a business to
support customer service and it also helps customer. For instance, call center, help desk software
they assist customer and solve their problems.

5. Retention and Loyalty programs:

Well loyalty is one of the most important factor and primary objective of a customer’s
relationship. Customer loyalty should be maintained in order to grab more consumer it cost
about 6 times more to sell to a new consumer then selling to a old ones. As basically company’s
sales depend on consumer.

Therefore, CRM system helps a company to easily identify, reward, and market to their most
loyal customer. So that they can easily win customer and keep up their loyalty till future and
also help them to gain market and boost sales.

Customer relationship management is used in every organization from small to big this helps a
company to identify its customer and target its best customer. However after a survey conducted
by research industry the outcomes were negative 50% of CRM project did not proceed results as
it was supposed to be at them time in another research report it has been found that 20%
business had actually been damaged due to imposing CRM.

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1.4 There are few major drawbacks that are faced due to implementation of CRM and they are: -

It is expensive. In order to get perfect CRM software they need to fill-up all the high
maintenance cost that might be expensive for small organization. Cost includes ownership fees,
features customization, IT resource cost, hardware and software, and labor training.

Legal aspects (e.g.: privacy) and ethical issues should be considered during its
implementation.

Lack of senior management sponsorship. It requires continuous maintenance. CRM software

needs continuous maintenance which could be little expensive hence a company may easily fail
to update.

Barrier of different business culture. A lack of commitment due to cultural change from people
within the company can cause major difficulties with the CRM implementation. Customer
relationships may break down and result in loss of revenue, unless everyone in the business is
committed to viewing their operations from the customers' perspective.

Lack of leadership. Weak leadership could cause problems for CRM implementation plan.

Management should lead by example and push for a customer focus on every project. If a
proposed plan isn't right for customers, it should be canceled and companies should start working
on new idea.

If the CRM solution is not customized in a business implementation of CRM might fail.

Record may lose easily since some CRM applications use remote Internet connections to
save customer data. The company does not have any control of the remote data, and if the
remote CRM system has an outage, the company won’t be able to retrieve records.

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Enterprise resource planning(ERP)
2.1 What is Enterprise recourse planning?
“Enterprise resource planning (ERP)” helps to manage the important parts of the business.

An ERP management information system manages areas such as planning, purchasing,

inventory, sales, marketing, finance and human resources. An ERP system, or enterprise-
resource planning system, is a suite of integrated software applications that allows an
organization to automate certain back-office tasks related to technology, services and human
resources. This type of system is designed to be used by larger businesses due to the need for a
dedicated team to handle deployment and to analyze the data and install upgrades.

ERP software is typically broken down into multiple modules that are individually purchased
depending on the technical capabilities and specific needs of the organization. Each ERP module
focuses on a specific business process, such as marketing, product development, purchasing,
inventory control, distribution, accounting, finance or human resources.

Figure 3ERP System

ERP vendors are focus on capitalizing on the growth of mobile, social and cloud computing
trends. They also work with companies that require two-tier ERP, enabling the company to run a
legacy system at the corporate level and another system at the subsidiary level.

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2.2 How does ERP works?

ERP software integrates various functions into one complete system to streamline processes and
information across the entire organization. The central feature of all ERP systems is a shared
database that supports multiple functions used by different business units.

ENGINEERING & MANUFACTURING

For engineering, using ERP Bill of Materials (BOM) reduces shop floor errors, tracks
engineering change history and it’s easy to use, with functions like drag-n-drop to build the
BOM tree. Automated business processes are integrated with the inventory, purchasing, and
production and scheduling, minimizing data entry because you only enter the data one time.

INVENTORY & WAREHOUSE MANAGEMENT

Using current and historical data, ERP systems can form trends and assess what types of items,
in what quantity you will need to maintain and optimize your inventory. Your ERP will monitor
and maintain your inventory by applying simple control settings to warehouses, locations, bins
and lots.

FINANCIALS & ACCOUNTING

Automating and simplifying financial processes for accounts receivable, accounts payable
reduces overhead and improves cash management. When your ERP has integrated accounting,
you can track and trace financial transactions. It’s like having an automated financial audit, now
that’s smarter.

SALES & CUSTOMER SERVICE

Smart ERP provides customer order history, current stock levels, available part substitutions,
delivery times and production time if the item needs to be manufactured without making the

customer wait. Automated fulfillment of required parts and material, along with scheduled
deliveries, will make your business more efficient and timely.

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2.3 Core Functionality of ERP
Enterprise system software is a multi-billion-dollar industry producing components that support
a variety of business functions. Information technology (IT) investments have become the largest
capital expenditures in USA businesses over the past decade. Early ERP solutions were for large
enterprises, but smaller businesses now use them as well. ERP systems are vital to business
organizations because they integrate varied functions and coordinate transactions.

Common ERP Functional Requirements

 An integrated system operating in or near actual real time without reliance on
periodic updates
 A common database supporting all applications
 A consistent look and feel across modules
 System installation with elaborate application integration by the in-house IT
department

Functional Areas of ERP (Modules):

Purchase management: This module in ERP streamlines all the required procurement activities.
Besides, streamlining the activities, it also provides non-inventory related information to handle
day-to-day material management.

Sales and distribution management: With the help of a well-developed sales module, getting
sales order records of customers become easier. Task related to access customer information,
rapidly creating the quotes and migrating them to the sales orders can also be handled by having
this module in a manufacturing software.

Inventory Management: This is one of the most powerful manufacturing ERP modules, which
provide a flexible set of advanced features that help managers in maintaining the entire inventory
records, Whenever, business handlers need to take decisions regarding the material in hand or in
stock, they can go to the inventory module and get relevant information only from there
instantly.

Production planning & management: Planning module in a manufacturing ERP effectively

optimizes the utilization of resources, manufacturing efforts and material maintenance. It also

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allows users to forecast business data and sales orders, through which they can easily estimate
their profits and outcomes.

Human resource management: This is the module, which is completely depends on the human
resource and human capital. Information related to manpower and human capital such as
recruitment, training, attendance and payroll can be easily accessed from here without any
hassles or obstacles.

Excise management: It is one and only module that enables organizations to ensure excise
compliance in different processes. This software also helps users in managing all the transactions
related to purchase, sales, production and inventory management.

Finance & accounting management: With the assistance of accounting and finance module
users can easily gather all the relevant financial information in one stroke and in an extremely
effective way. It also assists managers to generate valuable final reports on the basis of
accurately collected financial information.

Service management: Service management is a kind of customer related or business

enhancement module that have the capability to monitor all the service related activities. In
service management, various tasks can be included such as message alerts, e-mail integration,
chat connectivity facility, auto call allocation, e-mail integration of escalated calls, etc., to make
the business stable.

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2.4 ERP Implementation Challenges
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 experience.

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.

Adequate Training: 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.

Implementation Time: Many companies don’t realize the time consumption of an ERP
implementation process. An ERP system is implemented step by step and because it is very
standard, it needs to be designed to a particular business, to handle the processes just the way the
company needs them.

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.

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.

Sufficient Testing: Testing of ERP system doesn’t mean whether it’s working smoothly or not,
but to be delighted by it’s performance and to see whether it’s up to your needs. Insufficient
testing of the system can attract costly unplanned updating.

Maintenance Cost: An ERP system has maintenance costs attached to it. If managed casually, it
has the power to fracture an organization. It requires time to time maintenance which adds up to
the recurring cost.

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Investment in Internal Hardware: Working on a slow system can be very unproductive and
frustrating. ERP applications require sufficient storage and high work performance. Low
investment in internal hardware may result in various software issues.

2.5 Popular ERP Vendors

Microsoft Dynamics

The Microsoft Dynamics ERP suite includes Microsoft Dynamics AX, an accounting and
finance, HR and CRM tool; Microsoft Dynamics GP, a mid-market accounting suite; and
Microsoft Dynamics NAV and Microsoft Dynamics SL, both SME ERP platform.

Oracle e-Business Suite

A modular ERP platform, the Oracle e-Business Suite has many elements including Oracle
CRM, Oracle Financials, Oracle Logistics, Oracle Order Management and Oracle Warehouse
Management Systems. The software makes use of the Oracle database.

SAGE

Sage Line 500 and Sage 1000 are the cornerstone ERP solutions for thousands of UK businesses.
Developed for the UK mid-market from day one, the Sage Line 500 and Sage 1000 Suites offer
customers a broad range of capabilities including CRM, HR, Payroll and Business Intelligence.

SAP Business One

Aimed at SMEs, SAP Business One contains over a dozen core modules, such as Financials,
Sales Opportunities, Purchasing Banking, Human Resources, E-commerce and Web CRM.

Infor Global Solutions

Infor is a large business software provider which has several ERP suites, such as Infor ERP LN,
Infor ERP SyteLine, Infor ERP VISUAL, Infor ERP Adage and Infor ERP LX.

Net ERP from NetSuite

NetSuite supplies on-demand, integrated business management software suites aimed at mid-
market enterprises and divisions of large companies. It offers hosted accounting, CRM, ERP, e-
commerce and web site development software.

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2.6 List of companys in Bangladesh Using ERP
Service Provider
1. Teletalk Bangladesh ltd.
2. Power Grid Company of Bangladesh (PGCB)
3. Directorate Of Madrasha Education
4. Chittagong Online LTD. (COL)
5. East West University
6. Northern University Of Bangladesh
7. United Commercial Bank Limited
8. Ad-Din Hospital

Manufacturing
1. Akij Group Ltd.
2. Regent Airways
3. Mahmud Woven Dying LTD
4. Sajeeb Group Ltd.
5. Mahmud Washing Plant LTD.
6. Mahmud Fashion LTD.
7. Shirin Spinning Mills LTD.
8. AB.R-Spinning Mills LTD.
9. ZST Composite LTD.
10. DEKKO Garments LTD.
11. Agami Apparel. LTD.
12. YOLK Apparel LTD.
13. Globus Garments LTD.

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 3.1 What is supply chain management (SCM)?
“Supply chain management (SCM)” means goods or service produce supplier to end customer.

It is the control of the supply chain as a process from supplier to manufacturer to wholesaler to
retailer to consumer. It does not involve only the movement of a physical product through the
chain but also any data that goes along with the product and the actual entities that handle the
product from stage to stage of the supply chain.

Figure 4SCM Basc

However, it includes all the activities that must take place to get the right product into the right
consumer’s hands in the right quantity and at the right time – from raw materials extraction to
consumer purchase. It focuses on planning and forecasting, purchasing, product assembly,
moving, storage, distribution, sales and customer service

In commerce, It is the management of the flow of goods and services, involves the movement
and storage of raw materials, of work-in-process inventory, and of finished goods from point of
origin to point of consumption. It is involved in every facet of the business process and achieve a
sustainable competitive advantage by building and delivering products better, faster and cheap.

Something so common in every household, takes a great deal of planning, demand forecasting,
procurement, and logistical expertise to move those beans to local sellers while still fresh.
Without a strong supply chain in place, your caffeine-fix options would be severely limited.

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3.2 How supply chain management (SCM) work
There are some certain key rule for supply chain management how they work. 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. This movement of the product needs to be managed well to achieve success in any
business. If timely movement of a product from one unit to another, they can easily to complete
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

business.SCM model should lead an appropriate flow of information movement from one point
to another conducting business.

Timely order to delivery: The Organization’s success is solely depending on time to time
delivery. Right from the order processing to manufacturing, receiving quality check and until
delivery to the customer, SCM model must be find tuned appropriately.

Service after delivery: The performance management is an 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 include managing finances of the organization.
Accounts payable, inventory management, billing accuracies, possibilities of sharing costs across
facilities are they few key finance activities that need to be defined well in the SCM model.

Integrated supply chain management: Strategic integration of various function 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 function and stakeholders well so that the long term
goal of the organization can be achieved.

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3.3 supply chain management Core Functionalities
1. Inventory Management

Inventory management and supply chain management are the backbone of any business
operations. A component of supply chain management, inventory management supervises the
flow of goods from manufacturers to warehouses and from these facilities to point of sale. A key
function of inventory management is to keep a detailed record of each new or returned product as
it enters or leaves a warehouse or point of sale

2. Distribution Managemen

The management of resources and processes used to deliver a product from a production location
to the point-of-sale, including storage at warehousing locations or delivery to retail distribution
points. Distribution management also includes determination of optimal quantities of a product
for delivery to particular warehouses or points-of-sale in order to achieve the most efficient
delivery to customers.

3. Channel Management

Channel Management is a formal program by which a company creates processes for selling and
servicing customers within a specific channel. Channel management involves motivating
partners comprising channels of distribution.

4. Payment Management

Financial system supporting transfer of funds from suppliers to the users and from payers to the
payees, usually through exchange of debits and credits among financial institutions. It consists of
a paper-based mechanism for handling checks and drafts, and a paperless mechanism for
handling electronic commerce transactions. Also called payment mechanism.

5. Financial Management

Financial Management means planning, organizing, directing and controlling the financial
activities such as procurement and utilization of funds of the enterprise. It means applying
general management principles to financial resources of the enterprise

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 6. Supplier Management

The objective of Supplier Management is to ensure that all contracts with suppliers support the
needs of the business. This process is also responsible for making sure that all suppliers meet
their contractual commitments. Sourcing, Supplier Information Management, Supplier
Management, Supplier Risk and Compliance Management, Suppliers Supplier management is a
broad term, and it has become ever broader in its evolution from a post-contract area to include
also strategy and planning and other pre-contract activities. In other words, supplier management
has become supplier lifecycle management

7. Transportation Management

It is a subset of supply chain management concerning transportation operations and may be part
of an enterprise resource planning system. It usually "sits" between an ERP or legacy order
processing and distribution module. A typical scenario would include both inbound and
outbound orders to be evaluated by the TMS Planning Module offering the user various
suggested routing solutions. These solutions are evaluated by the user for reasonableness and are
passed along to the transportation provider analysis module to select the best mode and least cost
provider.

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3.4 Supply chain management Implementation Challenges

 Lack of top management support

 Nonaligned strategy with the operations
 Inability to share information
 Lack of trust among the supply chain members
 Inflexible organization process
 Resistance to change
 Lack of training for new skills
 Inconsistent performance measures
 Lack of demand planning knowledge, tools, and guidelines
 Inaccurate data provided by other information system
 Lack of collaboration among marketing, production and inventory management
 SCM tools are immature, incomplete, and hard to implement

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3.5 SCM Vendors
In a supply chain, a vendor, or a seller, is an enterprise that contributes goods or services.
Generally, a supply chain vendor manufactures inventory/stock items and sells them to the next
link in the chain. Today, the terms refer to a supplier of any good or service.

Demand for SCM vendor services from companies such as SAP, Oracle, JDA Software, Ariba
and Manhattan Associates is also on the increase. "There is greater need for vendor services to
help support, improve or tune applications to meet business needs, environments and processes,"
Eschinger states. (Going green with your supply chain? See "Can You Build a Carbon-Efficient
Supply Chain?" Read about how four CIO 100 honorees plan for unexpected events in their
supply chains in "The Supple Supply Chain.")

SAP held the top spot with 22.4 percent of SCM software revenue in 2007, and Oracle was the
only other vendor to have double-digital market share, notes the report. See below for more
details.

These five software vendors own the top five spots in the SCM market

The Top 5 SCM Revenue / Market Share

1. SAP $1.3 billion / 22.4%

2. Oracle $955 million / 16%

3. JDA Software $230 million / 3.9%

4. Ariba $160 million / 2.7%

5. Manhattan Assoc. $152 million / 2.6%

(Note: 2007 Gartner estimates)

Table 1Software Vendors

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3.6 List of Companies in Bangladesh using Supply chain management

 PRAN-RFL Group - 34
 Robi Axiata Limited - 18
 Abul Khair Group - 15
 Novartis - 13
 Chevron – 12
 Incepta Pharmaceuticals Ltd. - 11
 MGH Group - 10
 British American Tobacco - 10
 ACI Limited - 10
 Labaid Group –

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Conclusion

In the modern world where huge information flows spin around at a rate of knots, and
multitasking style became the norm of an ordinary life we just cannot afford the luxury of
spending time for poor organization of our routine processes.

The modern business behavior demands using the convenient tools for being a super mobile and
quick.

To help companies and individuals, technologies advise such organizers as the CRM, SCM and
ERP systems that can take the whole responsibility for the comfortable and reliable data
management, saving our precious time for direct conversation with customers, focusing on
taking decisions and having time for ourselves.

Each of these systems is built around a single relational database management system with
analysis tools and an executive information system with a modern graphical user interface,
authorization and security, and easy integration with such business tools as Microsoft Office
(Word, Excel) and e-mail.

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References
1. http://www.businessdictionary.com/definition/distribution-management.html
2. http://www.businessdictionary.com/definition/payment-system.html
3. https://1.1.1.1/login.html?redirect=smartermanager.com/blog/what-is-erp-how-does-it-
work/
4. https://www.techwalla.com/articles/the-disadvantages-of-crm-systems
5. https://www.techwalla.com/articles/the-disadvantages-of-crm-systems

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