Question $4[20$ Marks$]$

Enterprise systems $($ES$)$ are large$-$scale application software packages that support business processes,

information flows, reporting, and data analytics in complex organizations. There are many types of

Enterprise systems including Customer Relationship Management Systems $($CRM$)$ and Enterprise

Resource Planning Systems $($ERP$).$ Elaborate on the concept of CRM$,$ include in your discussion the

business benefits of CRM$.$