Small and medium-sized businesses (with 1 – 50 employees, SMBs) are the main pillars of the Greek economy. They cover over 99% of the total number of enterprises in Greece (~730,000 enterprises) and 75% of the employees in the private sector. (Source: SEV/EY 2017).

The course and development of businesses is determined by their adaptation to the rapid development of new technologies. The utilization of digital systems and infrastructures is more and more necessary. Companies need to adapt to the new data for the better service of their customers, as well as for the organization and automation of the operations and the daily workflow of the company.

42% of businesses use ERP and 37% CRM

What do the studies show?

According to a research by the E-Business Research Center (ELTRUN) of the Athens University of Economics and Business, by 2022 42% of SMBs will use ERPs systems and 37% will use CRMs. While the percentages look good, there is no increase since 2020. Only 6% of SMBs that do not use an ERP OR CRM plan to get one. 

According to the same survey, approximately 50% of SMBs in Greece have either not invested at all in their digital presence and use of digital systems, or marginally with insufficient information.

CRM is a customer management program. It can improve and organize any action in relation to maintaining existing and approaching potential customers. ERP is a software that aims to improve a company’s internal operations, organize and automate them, in order to increase business performance.

Lately, a hybrid model of digital systems is popular that combines CRM and ERP in one application, for better customer service and automation of internal business operations.

Benefits of using CRM and ERP

Some of the various benefits of using CRM and ERP are:

1)Among businesses that have acquired ERP, 91,7% say the overall results are successful. 

2)Businesses achieve their goals through ERP solutions, such as operational efficiency (96,6%) and increased competitiveness and growth (68,4%). 

3)87% of businesses using CRM say it has significantly helped increase sales. 

4)52% of companies using CRM state that a better climate has been created between employees and their efficiency has increased.