
Customer Relationship Management (CRM) System ◾ 77
2.1.10 CRM Is an End-User-Oriented Application Environment
Compared to the degree of involvement of functional managers and end users in traditional soft-
ware project implementations, their participation as recommended here in SAP CRM implemen-
tations might seem unusual. CRM brings computerization and decisions to the desktops and
in this sense is an end-user-oriented environment in the true sense of the word (see Table 2.1).
Unlike traditional systems in which users accessed the system directly only in well-dened pock-
ets within the enterprise, in CRM, end users are truly the personnel act ...