| Abstract
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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 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. Topics include: framework and plan for the successful implementation of a SAP CRM; SAP CRM project cycle, from the prerequisites to the five phases of the SAP ASAP implementation methodology; SAP CRM components, including enterprise and e-business applications, SAP NetWeaver, and SAP programming and development tools; critical success factors (CSFs), patterns, and anti-patterns of a successful SAP CRM implementation; Balance Scorecard method. --
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