Database Reference
In-Depth Information
3.
Ease of operations
: The CRM system should provide sample procedures and documentation
for routine operations of the system. The system should also provide for automated backup
and recovery procedures.
4.
Ease of user management
: CRM, being an enterprise-wide and end-user-oriented system,
must enforce a complete control on the access and authorization profiles of its users. Unlike
the traditional computerized systems, the number and categories of people who operate the
CRM system on a routine basis have undergone a change. CRM is now operated directly
by the end-user operational persons. They create all the business transactions and functions
directly on the system or with the help of the CRM system.
The CRM system must provide a judicious mixture of role-oriented and individual-oriented access
profiles. This is necessary to cater to the needs of personnel working in rotation on different pro-
duction shifts during a month.
3.4.5 Investments and Budgets
The ratio of the implementation expenses is broadly as follows:
1. Hardware infrastructure
×
2. SAP CRM license and other software infrastructure
×
3. SAP CRM implementation project
2-3×
The breakup of the SAP CRM implementation project cost could be as follows:
External consultants
35%
In-house consultants
25%
Travel and local expenses
15%
Training
7%
Miscellaneous
13%
Contingency
5%
For capital equipment, the operating costs that are not directly related to the implementation
effort are as follows:
Annual maintenance contracts
10%
Depreciation
20%
A full CRM package from a vendor like SAP, Oracle, or Clarify can cost more than $1 million
and as much as $3 million; the necessary integration and consulting work can then double that
amount.
