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Chapter 14
Supporting and
Enhancing SAP CRM
In this chapter, we look at the post-implementation support of SAP within an organization. In
traditional application software systems, ongoing maintenance is known to account for more than
50% of the total cost of any system.
SAP simplies ongoing changes in the delivered functionality of a system because of
◾ Comprehensive functionality
◾ Inherent exibility
◾ A comprehensive upgrade strategy
In this short chapter, we highlight some of these aspects that are related to supporting and enhanc-
ing the performance of the SAP implementation and hence its return on investment (ROI). We
end this chapter ...