Implementing SAP CRM : the guide for business and technology managers /: the guide for business and technology managers. (2014)

• Record Type: Book
• Further Information: Note: Vivek Kale.
• Authors: Kale, Vivek
• Contents: Preface; Author; ; SETTING THE STAGE; ; The Relationship-Based Enterprise; SAP: Company and Its CRM Product; Concept of CRM; Customer Centricity; Customer Responsiveness; Compelling Customer Experiences; Customer Loyalty; Customer Relationships; Customer Life Cycle (CLC); Customer Value Management (CVM); Customers as Lifelong Investments; Management by Collaboration; The Relationship-Based Enterprise (RBE); The Information-Driven Enterprise; The Process-Oriented Enterprise; The Value-Add Driven Enterprise; Enterprise Change Management; The Learning Enterprise; The Virtual Enterprise; The Agile Enterprise; Summary; ; Customer Relationship Management (CRM) System; Introduction to Customer Relationship Management (CRM) Systems; CRM Transforms an Enterprise into an Information-Driven Enterprise; CRM Perceives an Enterprise as a Global Enterprise; CRM Reflects and Mimics the Integrated Nature of an Enterprise; CRM Fundamentally Models a Process-Oriented Enterprise; CRM Enables the Real-Time Enterprise; CRM Enables the Intelligent Enterprise; CRM Elevates IT Strategy as a Part of the Business Strategy; CRM Advances on the Earlier Approaches to Performance Improvement; CRM Represents the New Department Store Model of Implementing Computerized Systems; CRM Is an End-User-Oriented Application Environment; Anatomy of a CRM System; Application Maintenance–Related Systems; User-Interface-Related Systems; Application Management–Related Systems; Application Support–Related Systems; Miscellaneous; Types of CRM Systems; Closed-Loop CRM; Why Use CRM?; ERP versus CRM; CRMs as Keepers of Customer Knowledge Assets; Collaborative Enterprise; Extended Collaborative Enterprise; Extended Relationship Management (ERM); Electronic Customer Relationship Management (eCRM); Data Warehouse and Customer Analytics (ERM); Data Mining; Customer-Triggered Company; Event-Driven Business Systems; Summary; ; CRM Evaluation; Capital Budgeting Models; Payback Method; Accounting Rate of Return on Investment; Net Present Value (NPV); Cost–Benefit Ratio; Profitability Index; Internal Rate of Return (IRR); Economic Value Added (EVA™); Total Cost of Ownership (TCO); Preparing a Business Case for CRM; Financial Approach; Cost Reduction Approach; Strategic Approach; CRM Acquisition Decision Process; General Considerations of CRM Evaluation; Checklists for CRM Evaluation; Checklists for CRM Functional Requirements; Significant Issues To Be Considered while Evaluating CRM; CRM Product Functionality and Features; Vendor Credibility; CRM Architecture and Technology; CRM Implementation and Use; Investments and Budgets; CRM Infrastructure; CRM Implementation Time; Summary; ; CRM Selection; SAP CRM for the Small and Medium Enterprises; CRM Selection Process; Selection Team; Functional Team; Technical Team; Technology Team; Commercial Team; CRM Core Selection Methodology; Process Selection; Enterprise Process Mapping; Script Tests; Stress Test; CRM Vendors and Products; Application Suites or Best in Class; Industry-Specific Functionality; Large Enterprises; Small and Mid-market Enterprises; CRM Products Comparison; CRM Selection Report; CRM Systems Comparative Chart; Script and Stress Test Reports; Recommendation Report; Summary; ; SAP CRM Solution; SAP the Company; SAP R/1; SAP R/2; SAP R/3; mySAP.com; R/3 Enterprise; SAP NetWeaver; mySAP Business Suite; Small and Medium Business Enterprise; SAP HANA; Significance of SAP; Customer Relationship Management (CRM); Employee Relationship Management; Partner Relationship Management (PRM); N-Tier Principle; Comprehensive World-Class Functionality; Lowest Total Cost of Ownership (TCO); Customization and Upgrades; Highly Interactive Browser Interface; Internationalization and Localization; SAP Architecture; SAP Repository; Comprehensive Application Development Environment; Open Architecture; SAP Worldwide Services; Partnering for Growth; Other Significant Aspects of SAP; SAP Document; Recording by Example (RBE); Variants; Drill-Down Reporting; SAP Strategic Initiatives; Accelerated SAP (ASAP) Implementation Methodology; Summary; ; SAP CRM Implementation Project Cycle; Mission and Objectives of the SAP CRM Project; Examples of Cited Reasons for Implementing SAP CRM; Guiding Principles for CRM’s Best Practices; Project Initiation and Planning; Critical Success Factors; Direct Involvement of Top Management; Clear Project Scope; Covering as Many Functions as Possible within the Scope of the SAP CRM Implementation; Standardizing Business Processes; Proper Visibility and Communication on the SAP CRM Project at All Stages; Allocation of Appropriate Budget and Resources; Full-Time Deputation of Key Managers from All Departments; Completing Infrastructural Activities on Time and with High Availability; Instituting a Company-Wide Change Management Plan; Training of SAP CRM Team Members; Training of User Members; Scheduling and Managing Interface of SAP CRM with Other Systems; Transition Plan for Cutover to SAP CRM; Implementation Strategy; Big-Bang Implementation of SAP CRM Components; Base Components Implemented First; Implementation of SAP CRM Standard Functionality; Pilot Site Deployment Followed by Rollouts at Other Sites; Utilize External Consultants to Primarily Train In-House Functional and Technical Consultants; Centralized or Decentralized SAP CRM Configuration; User-Driven Functionality; SAP CRM Implementation Project Bill of Resources (BOR); Money; Materials; Manpower; Time Period; Information; Implementation Environment; Implementation Methodology; Accelerated SAP (ASAP) Methodology; Project Management; Project Organization; Project Control; SAP CRM Implementation; Preimplementation; Postimplementation; SAP CRM Support; SAP CRM Deployment; Why Some SAP CRM Implementations May Sometimes Be Less than Successful; Summary; ; SAP CRM and Enterprise Business Process Re-engineering; Background of Business Process Re-engineering (BPR); Value-Added View of Business Processes; Business Process Re-engineering (BPR); Enterprise Agility; Enterprise Change Management with SAP; Enterprise BPR Methodology; Strategic Planning for Enterprise BPR; Selecting Business Processes for BPR; Creating Process Maps; Analyzing Processes for Breakthrough Improvements; Innovative Breakthrough Improvement in Processes; Implementing Reengineered Processes; Measuring the Performance of Reengineered Processes; BPR and SAP CRM Implementation; Reference CRM Processes; Changeability of SAP-Driven Enterprises; Changeability Embedded in SAP; Converting Changed Business Processes into SAP Functionality; SAP CRM and Change Management; Change Champions: Core Team; Change Facilitators: Super Users; Change Agents: End Users; Summary; ; SAP CRM APPLICATIONS; ; SAP CRM Enterprise Applications; SAP CRM Marketing; Salient Features; Feature Details; SAP CRM Sales; Salient Features; Feature Details; SAP Service; Salient Features; Feature Details; SAP Interaction Center; Core Business Processes; Capabilities of SAP CRM Interaction Center; SAP CRM Partner Channel Management; Partner Management; Industry-Specific Solutions; SAP CRM Mobile Applications; SAP CRM Mobile Sales; SAP CRM Mobile Service; Summary; ;
• Edition: 1st
• Publisher Details: Boca Raton : Auerbach
• Publication Date: 2014
• Extent: 1 online resource, illustrations (black and white)
• Subjects: 658.812028553; Customer relations -- Management -- Computer programs; Customer relations -- Data processing; Management information systems
• Languages: English
• ISBNs: 9781482231434
• Related ISBNs: 9781482231427
• Notes: Note: Includes bibliographical references and index.; Note: Description based on CIP data; item not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.