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ImproveSAPCRMeffectivity

ImproveSAPCRMeffectivity

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Published by ajaykumaruppal

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Published by: ajaykumaruppal on Apr 26, 2009
Copyright:Attribution Non-commercial

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03/01/2011

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Exploiting existing SAP CRMcapabilities to realizeadditional benefits
Ajay Uppal
 
Untapped SAP CRM Capability
BUSINESS is just using a part of SAP CRM E-Commerce Capability
UNTAPPED SAP CRM CAPABILITYAT ROYAL MAIL
CAPABILITYIN USEUNTAPPEDCAPABILITY
Enterprise GT’s strategy‘sweat the existing SAP assets’
 
BUSINESS can realize business benefits (=KPIs)by tapping SAP CRM capabilities
%age of Customer complaintsContract NegotiationTimeProject set-Up TimeOperating ExpenseAv Processing Time Cycle TimesNumber of IncidentsComplaints & ReturnsBacklog
Costs, FTEs, TCOROI, IRR
Customer SatisfactionEmployee Productivity Average UtilisationContact EfficiencyDelivery Date AccuracyData TransparencyProcess AuditabilityBudget AccuracySchedule AccuracyFirst Time RightUser Experience

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