48 ◾ Implementing SAP
®
CRM
can be eective in reducing the costs while also providing the complete functional coverage
demanded by the customers.
1.2.5.3 360-Degree View of Customer
In the customer-centric approach, the goal is to provide personal service—recreating the indi-
vidual attention, exibility, and understanding that the best neighborhood stores have always
provided to their most valued customers—on a mass scale. Meeting this goal involves solving the
many-to-many problem, that is, many people within dierent departments of the enterprise inter-
acting with many dierent customers. None of the information on interactions is shared across
these dierent departments, leaving all employees involved with only partial information. Each