Picking the right business management software is key to keeping things running smoothly and growing efficiently. Two of the most popular options are Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM).
While both help businesses stay organized, they focus on different areas. This article breaks down their differences, the benefits of each, and how Équisettle bridges the gap between them.
Keep reading to find out:
- What is an ERP?
- ERP benefits
- What is a CRM?
- CRM benefits
- Differences and similarities between ERPs and CRMs
- The missing piece: Introducing Équisettle
- FAQs: ERP vs. CRM vs. Équisettle
What is an ERP?
Enterprise Resource Planning (ERP) is a software system that helps businesses manage and integrate their core internal processes. It provides a centralized platform that connects various business functions such as finance, supply chain, inventory, human resources, and procurement, ensuring data consistency and operational efficiency.
Examples
Popular ERP systems include:
- Oracle NetSuite
- SAP S/4HANA
- Sage Intacct
- Microsoft Dynamics 365 Business Central
- Infor CloudSuite
ERP functionality: What most ERPs can do
ERPs typically include modules for:
- Financial management – General ledger, accounts payable/receivable, budgeting, and financial reporting.
- Supply chain and inventory management – Tracking stock levels, procurement, order fulfillment, and logistics.
- Human resources – Payroll, workforce management, and recruitment.
- Manufacturing and production planning – Resource scheduling, work orders, and quality control.
- Project management – Resource allocation, cost tracking, and milestone management.
History of the ERP
ERP systems have their roots in the 1960s with the development of Material Requirements Planning (MRP) software, which was designed to help manufacturers optimize production schedules, manage inventory, and streamline procurement. As businesses sought more comprehensive solutions, MRP evolved into Manufacturing Resource Planning (MRP II) in the 1980s, incorporating broader operational functions like finance and human resources.
By the 1990s, these systems had expanded beyond manufacturing to serve a wide range of industries, integrating core business processes such as accounting, supply chain management, and (in some cases) customer relationship management. Large enterprises adopted ERP solutions to centralize data and improve efficiency, though early systems were often costly and complex to implement.
With the rise of cloud computing in the 2000s, ERP systems became more accessible to businesses of all sizes. Cloud-based ERPs eliminated the need for expensive on-premise infrastructure, enabling real-time data access, automation, and scalability.
Today, modern ERP solutions leverage AI and machine learning to provide predictive analytics, process automation, and enhanced decision-making, making them must-have tools for businesses navigating rapid growth and digital transformation.
When do companies normally start adopting ERPs?
As companies scale, managing operations with spreadsheets and disconnected tools becomes increasingly inefficient.
A SaaS startup with a small finance team, for example, may initially track revenue, expenses, and subscriptions in spreadsheets, but as the company expands to multiple pricing tiers, annual contracts, and international customers, manual tracking leads to errors and missed renewals. At this stage, an ERP helps automate billing, revenue recognition, and financial reporting, ensuring accuracy and compliance.
Similarly, companies expanding across multiple regions, tend to require better coordination between finance, sales, and customer success. A startup offering a self-serve SaaS product may operate smoothly with a simple payment processor and CRM. But once it starts selling enterprise contracts with complex billing terms, managing revenue forecasting, commissions, and contract renewals without an integrated system becomes a challenge. An ERP consolidates these functions, ensuring smooth cross-team collaboration and real-time financial insights.
Regulatory compliance is another critical factor. A company preparing to raise funds from investors or operating in industries with strict data security requirements (such as fintech or healthcare) must adhere to standards like ASC 606 for revenue recognition or SOC 2 compliance. Relying on spreadsheets and disconnected systems to generate audit-ready financial reports is risky and time-consuming. An ERP streamlines compliance, automating reporting and audit trails to meet regulatory demands efficiently.
However, not all businesses need an ERP early on. A bootstrapped SaaS startup with a simple monthly subscription model and a small team may effectively manage finances using tools like QuickBooks or Xero, together with Stripe, and a CRM. If financial reporting and billing complexity remain low, an ERP’s cost and implementation effort might not be justified. Likewise, a SaaS business focused solely on product-led growth with minimal enterprise sales may not require the advanced financial controls that an ERP provides.
ERP benefits
- Increased operational efficiency ERPs eliminate redundant processes and automate workflows, reducing manual effort. For instance, a manufacturing company struggling with supply chain inefficiencies can use ERP software to track inventory in real time, ensuring stock is replenished before shortages occur.
- Data centralization and accuracy By integrating different business functions, ERPs ensure a single source of truth. A retail chain, for example, can synchronize sales, inventory, and finance data, reducing the risk of discrepancies between departments.
- Improved decision-making ERP analytics provide actionable insights. A CFO at a growing SaaS company can use ERP-generated financial reports to forecast revenue and allocate budgets more effectively.
- Scalability ERP systems grow with businesses, supporting expansion into new markets or product lines. A logistics company expanding globally can rely on an ERP to standardize processes across regions.
What is a CRM?
Customer Relationship Management (CRM) is a software system that helps businesses manage interactions with prospects and customers. It centralizes customer data, streamlines sales and marketing efforts, and enhances customer service.
Examples
Popular CRM platforms include:
- Salesforce
- HubSpot CRM
- Microsoft Dynamics 365 CRM
- Zoho CRM
CRM functionality: What most CRMs can do
CRMs typically offer:
- Sales pipeline management – Lead tracking, opportunity management, and forecasting.
- Marketing automation – Email campaigns, customer segmentation, and analytics.
- Customer service – Support ticketing, chatbots, and knowledge bases.
- Contact management – Storing and organizing customer data.
- Integration with other business tools – Email, social media, and accounting software.
History of the CRM
CRM systems trace their origins back to the 1980s, when businesses began using digital contact management tools to store customer information and track interactions. These early systems helped sales teams move away from paper records and spreadsheets, providing a centralized way to manage leads and contacts.
By the 1990s, CRM software had evolved into comprehensive customer engagement platforms, integrating sales, marketing, and customer support functions. Businesses could now track much of the customer journey, from initial outreach to post-sale service, improving relationship management and retention. However, these early CRMs were often on-premise solutions, requiring significant IT resources to maintain and update.
The early 2000s marked a major shift with the rise of cloud-based CRMs, pioneered by Salesforce. By eliminating the need for expensive hardware and on-site installations, cloud CRMs made customer data accessible from anywhere, enabling real-time collaboration and automation. This innovation transformed sales and marketing strategies, allowing businesses to scale their customer interactions more efficiently.
Today, modern CRMs leverage AI and machine learning to provide predictive analytics, personalized customer experiences, and automation, making them essential for businesses focused on growth and customer retention.
When do companies normally start adopting CRMs?
As businesses grow, managing customer relationships manually becomes increasingly difficult. A growing SaaS company, for example, may start with a simple spreadsheet to track leads, but as inbound interest increases and sales cycles lengthen, keeping up with follow-ups and pipeline management becomes chaotic.
A CRM helps automate tasks like lead nurturing, follow-up reminders, and deal tracking, ensuring that no opportunity falls through the cracks.
Marketing teams also benefit from CRMs when customer data is scattered across different tools. A B2B software company running campaigns through LinkedIn, email, and webinars may struggle to track how leads engage across these channels. Without a unified system, marketing efforts can become disjointed, and sales teams may lack visibility into lead quality. A CRM consolidates this data, allowing for better segmentation, lead scoring, and targeted outreach.
Customer interactions also become more complex as businesses scale, requiring more personalization and structured follow-ups. Companies selling to enterprise clients may have multiple stakeholders involved in each deal, requiring detailed notes, email tracking, and scheduled touchpoints. Without a CRM, key details can be lost, leading to missed opportunities or inconsistent communication. A CRM ensures every interaction is logged, helping teams build stronger relationships and close deals more efficiently.
The decision to adopt a CRM depends on the complexity of sales, marketing, and customer interactions. While a CRM can greatly improve efficiency, businesses should assess whether their current processes are becoming a bottleneck before making the investment.
CRM benefits
- Better customer relationships A well-implemented CRM helps companies personalize interactions. For instance, an e-commerce company can track customer preferences and recommend relevant products, increasing retention.
- Increased sales productivity CRM tools automate follow-ups and manage pipelines, ensuring sales teams focus on high-priority leads. A SaaS company using a CRM can streamline lead nurturing with automated email sequences.
- Improved marketing campaigns CRMs provide insights into customer behavior, allowing businesses to refine their marketing strategies. A digital marketing agency can segment audiences and target ads more effectively.
- Data-driven decision-making By analyzing CRM reports, businesses can predict trends and adjust strategies. A real estate firm can track conversion rates and adjust outreach efforts accordingly.
Differences and similarities between ERPs and CRMs
While ERPs and CRMs serve distinct functions within a business, they share some fundamental similarities. Both systems centralize data, eliminating the inefficiencies of scattered information across multiple tools and departments. By consolidating data in a single platform, businesses gain a clearer view of operations, customers, and financials, leading to more informed decision-making. Additionally, both ERPs and CRMs improve efficiency by automating processes—whether it’s an ERP streamlining supply chain logistics or a CRM automating lead follow-ups and email marketing campaigns.
Despite these similarities, ERPs and CRMs differ in their primary focus. ERPs are designed to optimize internal business operations, integrating core functions like finance, inventory management, procurement, and human resources. They ensure that different departments operate efficiently and that business processes run smoothly. For example, a SaaS company using an ERP can automate revenue recognition, manage subscription billing, and track financial performance in real-time.
On the other hand, CRMs focus on customer-facing activities, enhancing how businesses attract, nurture, and retain customers. A CRM helps sales and marketing teams manage leads, track customer interactions, and personalize outreach efforts. For instance, a CRM enables a B2B software company to track engagement across email campaigns, sales calls, and demos, ensuring the right prospects receive timely and relevant follow-ups.
The missing piece: Introducing Équisettle
As outlined above, companies often rely on ERPs to manage internal operations and CRMs to nurture customer relationships. While both systems are powerful in their own right, they don’t connect the dots for legal teams or the key settlement processes they manage.
That’s where Équisettle comes in, acting as the missing piece that connects the internal legal processes managed by ERPs and the external, customer-facing activities handled by CRMs.
Équisettle brings together these two worlds, focusing on the often-overlooked legal pillar of the customer journey. By integrating directly into your ERP, Équisettle leverages the power of internal processes like contract management, dispute resolution, and compliance reporting, while enhancing the outward-facing customer experience.
No longer is legal a back-office function—it becomes a key player in building stronger relationships with customers. Équisettle allows businesses to transition from simply managing settlements to engaging with customers in a more personalized, thoughtful way, specifically in the context of dispute resolution experiences.
With Équisettle, businesses tailor the settlement experience for each customer, ensuring they’re reaching the right person at the right time and in the right way. Équisettle empowers legal teams to speak to customers as individuals, creating a more tailored approach to dispute resolution and settlement requests. The platform gives legal teams visibility into customer settlement behaviors, helping them predict and prevent protracted disputes while fostering trust and collaboration with customers. Meanwhile, sales teams gain insight into a customer’s legal history, enabling them to have more informed, strategic conversations during the sales process.
Bringing intelligent automation to legal settlements through Équisettle, while retaining control for personalization, means you’ll be streamlining dispute resolution, ensuring timely settlements while reducing the burden on both legal teams and customers. This improves operational efficiency, reduces administrative overhead, and enhances profitability. More importantly, it enables businesses to improve customer relationships, ensuring that the settlement experience is smooth, frictionless, respectful, and aligned with each customer’s preferences and needs.
TechVision’s Équisettle journey
TechVision, a technology consulting platform, needed a robust legal settlement management solution that could streamline workflows and enhance customer communication tracking. After evaluating options, TechVision chose Équisettle for its intuitive automation, CRM-like features, and seamless integration with NetSuite.
Marcus, Legal Operations Manager and key decision-maker at TechVision, highlighted Équisettle’s ability to automatically log customer interactions, ensuring full visibility across the team:
“The ‘CRM’ side of what Équisettle offered in terms of keeping up-to-date notes on customers and having every single interaction automatically recorded was really appealing. We wanted a platform that didn’t just automate workflows but also helped us manage our relationships with customers during sensitive settlement processes.”
As NetSuite users, TechVision also needed a solution that could natively integrate with their existing ERP. Équisettle’s integration ensured that new customers in NetSuite were automatically assigned to the right settlement processes in Équisettle, reducing manual work and improving organization.
TechVision’s Favorite Équisettle Features
Smart Rules & Automation – TechVision leverages Équisettle’s automation to assign customers to settlement workflows based on NetSuite data, minimizing manual interventions.
User-Friendly Interface – The intuitive platform structure allows for efficient task management, with everything logically grouped for faster decision-making.
Real-Time Tracking & Insights – Équisettle’s timeline feature automatically records every customer interaction, reducing the risk of missed follow-ups and enabling proactive dispute resolution.
The Results: Measurable Settlement Improvements
Faster Resolutions & Improved Settlement Time – TechVision’s Average Settlement Time decreased by 16% from February to October 2024, ensuring stronger business continuity and customer satisfaction.
Lower Risk of Litigation – TechVision achieved a 26% reduction in unresolved disputes (31+ days overdue), minimizing legal risks and improving financial stability.
Stronger Business Relationships – In April 2024, TechVision resolved up to 140% of projected dispute cases, showcasing an efficient and proactive settlement process.
Better Customer Communication – By tagging customer service managers in settlement communications, TechVision reduced friction and transformed legal interactions into a positive customer experience touchpoint.
Increased Internal Efficiency – Automating routine settlement tasks allowed the legal team to focus on strategic initiatives rather than chasing resolutions.
READ THE FULL CASE STUDY
In short, Équisettle is a game-changer for companies looking to integrate their legal and customer relationship strategies. By connecting the internal processes of the ERP with the outward-facing needs of the CRM, Équisettle creates a unified approach to managing settlements, disputes, and customer relationships—helping businesses achieve faster resolutions, stronger customer connections, and more efficient, profitable growth.
Ready to take the next step?
To experience the power of Équisettle and see how it can transform your approach to dispute resolution and customer relationships, sign up for Équisettle’s free Discover plan today.
With no commitment required, you can explore the platform and start integrating your internal legal processes with a seamless, customer-centric settlement experience.
Discover how Équisettle can help you optimize dispute resolutions, improve customer interactions, and drive profitable growth. Take the first step toward a more efficient and personalized legal journey—sign up now and start building stronger, more profitable relationships with your customers.
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