QUESTION $1(30$ Marks$)$

It is clear from the extract above that the implementation of an ERP system in an organisation is beneficial.

$1\mathrm{.}1$ Explain the characteristics and business value of implementing an ERP system in an organisation. $(15$ Marks$)$

$1\mathrm{.}2$ Discuss the causes of ERP failure in an organisation. $(10$ Marks$)$

$1\mathrm{.}3$ Explain the trends in ERP. $(5$ Marks$)$

QUESTION $2(20$ Marks$)$

$2\mathrm{.}1$ Explain the concept of Customer Relationship Management $($CRM$)$ and what CRM programs typically include.

$(15$ Marks$)$

$2\mathrm{.}2$ Discuss the business benefits of adopting a CRM in an organisation. $(5$ Marks$)$