The Customer Relationship Management system

The CRM system involves customer-facing interactions such as order capture, configuration, pricing, and order query. While ERP is used for internal communication, CRMs facilitates collaboration between customers. CRMs are used more like a sales-and-marketing tool to stay in contact with current clients, track opportunities, and create new business opportunities with leads, such as Salesforce, BPMOnline, and so on. As evident from the description, a CRM solution mostly requires an engaging interface. With WebRTC, the user engagement levels can reach new heights as members can directly connect with each other in a call without navigating away from the CRM page or using their physical mobile devices to make calls. This is in contrast to the existing system of writing mails to each other and awaiting replies.

The life cycle of transforming a lead to closing deals spans several systems, including CRM, ERP, and SCM, and involves a number of roles, including...