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Among the 175 changes and extensions in the release are tighter integration with other JD Edwards products, notably its supply-chain management and ERP packages; a mobile module that allows the software to be accessed when the user is offline and customer service management capabilities.
JD Edwards entered the CRM market in mid-2001 through its acquisition of CRM software maker YouCentric. This is the fourth update of JD Edwards CRM suite, and this time the overhaul completes the product's foundation, said Karl Johnson, JD Edwards' vice-president of CRM strategy.
Equipment controls and instrumentation manufacturer FWMurphy has been using JD Edwards' ERP software, and went live in September on its CRM suite.
Mitch Myers, FWMurphy's vice-president of operations, said he will implement 2.0's offline functionality. He is also looking forward to using 2.0 in conjunction with JD Edwards' Demand Consensus supply-chain forecasting software, which his company is now deploying. Integration with Demand Consensus is a feature in version 2.0.
"We see ERP as the foundation of our e-business strategy," he said. "So the deeper the integration goes, the richer it gets, the better."
Eventually, his goal is complete integration between FWMurphy's CRM, ERP and supply-chain systems, he said, allowing customers to place online orders and receive real-time ship date promises, based on data logged elsewhere in the system about such variables as delivery capacity and materials requirements.
JD Edwards has signed 108 new CRM deals. About half of those buyers are existing customers using other JD Edwards software.
In September JD Edwards announced a deal with IBM to include IBM's middleware, including its DB2 database and WebSphere application server, as part of its own software products. JD Edwards CRM 2.0 is part of that arrangement, and ships with IBM's middleware included.
JD Edwards also partnered with mobile infrastructure software maker Synchrologic, whose technology powers the "disconnected" functionality allowing CRM 2.0 to be used offline and synchronised with network data.
JD Edwards would not disclose pricing for CRM 2.0, which is sold on a modular, per-user basis.