Implementing SAP® CRM: The Guide for Business and Technology Managers

by Vivek Kale

Overview

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

Product Details

ISBN-13:	9781040070888
Publisher:	CRC Press
Publication date:	12/03/2014
Sold by:	Barnes & Noble
Format:	eBook
Pages:	513
File size:	3 MB

About the Author

Vivek Kale has more than two decades of professional IT experience, during which he has handled and consulted on various aspects of enterprise-wide information modeling, enterprise architectures, business process redesign, and e-business architectures. He has been group CIO of Essar Group, the steel, oil, and gas major of India, as well as Raymond Ltd., the textile and apparel major of India. He is a seasoned practitioner in transforming the business of IT, facilitating business agility, and enabling the process-oriented enterprise.

He is the author of Implementing SAP R/3: The Guide for Business and Technology Managers (2000), A Guide to Implementing the Oracle Siebel CRM 8.x (2009), Guide to Cloud Computing for Business and Technology Managers: From Distributed Computing to Cloudware Applications (2014), and Inverting the Paradox of Excellence: How Companies Use Variations for Business Excellence and How Enterprise Variations Are Enabled by SAP (2014).

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.

Editorial Reviews

"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

From the Publisher