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Implementing SAP® CRM
book

Implementing SAP® CRM

by Vivek Kale
December 2014
Intermediate to advanced content levelIntermediate to advanced
513 pages
18h 48m
English
Auerbach Publications
Content preview from Implementing SAP® CRM
3
Chapter 1
The Relationship-Based
Enterprise
Customer Relationship Management (CRM) is a holistic approach to identifying, attracting, and
retaining customers. CRM deals with creating a customer-centric enterprise. is involves two
major aspects: customer centricity and customer responsiveness. All activities must eventually
add value to the customer reected in their willingness to pay for the products and/or services;
non-value-adding elements should be excised swiftly in Internet time because customers have
numerous other choices. is entails focusing all strategies, plans, and actions on the customer
rather than the traditional focus on t ...
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Publisher Resources

ISBN: 9781482231427