A Systematic Review of ERP And CRM Integration For Sustainable Business And Data Management in Logistics And Supply Chain Industry

Abstract

This systematic review examines the integration of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems in the logistics and supply chain industry, focusing on their implications for operational efficiency, sustainability, and technological advancements. Following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines, a total of 210 high-quality articles were reviewed to provide a comprehensive understanding of the benefits, challenges, and future opportunities associated with ERP-CRM integration. The findings reveal that these integrated systems significantly enhance supply chain visibility, improve customer satisfaction, and promote sustainable business practices through resource optimization and waste reduction. Moreover, emerging technologies such as artificial intelligence, blockchain, and cloud computing were identified as critical enablers of integration, addressing implementation barriers and enhancing functionality. However, challenges such as high implementation costs, technical complexities, and organizational resistance were also highlighted, necessitating strategic planning and robust change management strategies. This review provides valuable insights into the transformative potential of ERP-CRM integration, offering actionable recommendations for both researchers and practitioners to optimize its adoption in logistics and supply chain operations.