Description
Book SynopsisIn today''s competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted implementing this most critical customer-oriented application due in large part to the lack of a single-point resource on implementing a CRM system. This book attempts to fill that gap.
Implementing SAP CRM will help technologists and managers come to grips with the vision, concept, and technology of CRM. It begins by laying out the groundwork for understanding CRM. It explains the concept and context of CRM and the tangible business benefits of CRM adoption. Demonstrating a professional approach to the evaluation and selection of SAP, it details the critical success factors (CSFs), patterns, and anti-pa
Trade Review
"Vivek Kale's book is an authoritative and wide-ranging commentary on SAP CRM's value to business adopters. A much welcomed addition to my CRM library." - Dr. Francis Buttle, Professor, Consultant, and Author of Customer Relationship Management: Concepts and Technologies "Vivek Kale's book provides a significant and exceptional contribution to the body of knowledge for Customer Relationship Management (CRM). The book is unique in that it explains the role that software technology has in implementing and sustaining a robust CRM business program. It is written with a comfortable style and does an excellent job of explaining the nuances of CRM." - Gary Cokins, Founder, Analytics-Based Performance Management LLC, Author of Predictive Business Analytics and Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics
Table of Contents
Setting the Stage. The Relationship-Based Enterprise. Customer Relationship Management (CRM) System. CRM Evaluation. CRM Selection. SAP CRM Solution. SAP CRM Implementation Project Cycle. SAP CRM and Enterprise Business Process Re-engineering. SAP CRM Applications. SAP CRM Enterprise Applications. SAP E-Business Applications. SAP CRM Application Environment. SAP Tools and Programming. Pre-Implementation Stage. Initiating the SAP Project. Implementation Stage. SAP ASAP Methodology. Post-Implementation Stage. Supporting and Enhancing SAP CRM. SAP CRM Implementation and Beyond. Valuing the Relationship-Based Enterprise. Beyond the Relationship-Based Enterprise.
