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Chapter 7
SAP CRM and Enterprise
Business Process
Re-Engineering
is chapter claries the role played by SAP CRM in re-engineering an enterprise, while imple-
menting SAP CRM in the organization. After introducing the concept of business process man-
agement (BPM), we look at the full cycle of an enterprise BPM methodology. e relevance and
the role that SAP CRM can play at every stage in the re-engineering eort within an enterprise
are considered in Section 7.3 “BPR and SAP CRM Implementation.”
SAP CRM implementation can result in BPR (or top-down dramatic improvements through
redesigned or completely new processes); however, it all depend