In 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 SAPÂ 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-patterns of a successful SAP CRM implementation. CRM implementations can add significant benefit to the companyâs bottom line only if the company first transforms itself into a customer-centric and customer-responsive enterprise. This book explains what it means to be a customer-centric and responsive enterprise and provides a framework for business operations based on customer relationships rather than the traditional four Ps (product positioning price promotion). It further spells out business process reengineering (BPR) strategies to configure internal business processes and operations with SAP CRM to improve customer-facing strategies services and relationships. . Language: English