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Chapter 15
Valuing the Relationship-
Based Enterprise
Chapter 1 of this book, “e Relationship-Based Enterprise,” dealt at length on the collaborative
nature of today’s enterprises. In the subsequent chapters, we have seen various aspects of SAP
CRM that enable an enterprise to operate as an integrated, enterprise-wide, process-oriented,
information-driven, real-time enterprise. We have also seen that as organizational and environ-
mental conditions have become more complex, globalized, and therefore competitive, processes
provide a framework for dealing eectively with the issues of performance improvement, capabil-
ity development, and adaptation ...