
xxiii
Preface
As customer-facing applications, CRM systems are expected to be implemented by companies
as the top-most priority. However, the reality is quite dierent. CRM implementations usually
follow in the wake of ERP implementation. Not all companies go as far as implementing an
enterprise-wide CRM strategy and application(s). Of the several reasons for this apparent lack of
enthusiasm for implementing the most critical customer-oriented application, a major one is the
nonavailability of a single-point resource on all aspects of implementing a CRM system like SAP
®
CRM. is book attempts to ll that gap.
SAP CRM is one of the best CRM s