Database Reference
In-Depth Information
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Primacy of the architecture; process-oriented configurability
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Primacy and direct participation of the business user
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Early risk resolution
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Early error and gap detection
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Iterative life-cycle process; negligible proportion of scrap and rework
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Changeable and configurable functionality
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Participatory and cohesive stakeholder relationship with non-IT users
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Priority of functionality over tools followed by techniques
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Quality of the functional variability and flexibility of the available functionality
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Great emphasis on current, correct, complete, and consistent documentation of
customizations
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Great emphasis on integration testing
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Actual demonstration of functionality at all phases of the project
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Twin categories of resource requirements: functional and technical
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Schedules devoid of long-term cascading impact
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Demonstrated performance
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Larger span of scalability
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Efficient integration between systems
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-defined pock-
ets within the enterprise, in CRM, end users are truly the personnel actually involved with the
table 2.1
Back-office Automation technology versus Relationship Building technology
Traditional Back-Office
Automation Technology
Relationship Building
Technology
1. Strategic focus
Internal: Operational
efficiency
External: Customer relationship
2. Key business benefit
Control Cost
Drive corporate performance
3. Expertise required to
develop applications
Algorithmic optimization
Business knowledge (e.g., sales,
marketing, customer service)
4. Industry focus
Manufacturing
Services
5. Nature of process flows
Structured, deterministic
Unstructured, spontaneous
6. Process focus
Transactional
Relationship Building
7. Number of internal users
10s-100s
1000s to millions
8. Number of external users
10s-100s
Millions
