Database Reference
In-Depth Information
The best solution is to
◾
Use SAP CRM standard functionality
◾
Accommodate the variation of the business process by using SAP CRM's flexibility for con-
figuring variant processes
◾
Adopt a workaround that indirectly takes care of the required functionality, for example, in
the absence of the HR module, some accounts interfacing HR functions can be managed by
treating employees as customers
◾
Use third-party products that are properly certified and qualified by SAP
6.5.4 Pilot Site Deployment Followed by Rollouts at Other Sites
This strategy entails deploying as comprehensive functionality as possible at the pilot site and pre-
paring the base reference SAP configuration at the first site. This configuration is merely rolled out
rapidly, with minimal changes at other sites. These changes might have to do, for instance, with
loading separate master data for a different portfolio of products or services or marketing programs
that may be sold or promoted at different sites. Thus, subsequent to the implementation at the pilot
site, the project effort at the other sites will mainly involve
1. Installing SAP CRM
2. Functional training of super users and end users
3. Training technical personnel in SAP CRM system administration and management
functions
4. Uploading corresponding data
5. Integration testing
6.5.5 Utilize External Consultants to Primarily Train
In-House Functional and Technical Consultants
No external consultant can match the know-how of the functional and operational requirements
of the company better than its own members who have the requisite expertise and experience
working in various capacities and on different functions in the company. External consul-
tants should be used as facilitators for getting their own key members familiarized with the
functionality and navigation of the SAP CRM system (see Appendix A, “Selecting SAP CRM
Implementation Partners”).
Considering the tight schedules, external consultants would have to shoulder the main effort
and deliverables during the business Design and Configure stages of the ASAP methodology. But
the focus of their participation should be in transferring the SAP CRM product know-how to
the key members of the implementation team. The key members of the implementation team will
have the key responsibility of not only rolling out SAP CRM to other sites but also providing the
necessary support for the SAP CRM effort in the future. As may be noted, it is not as simple as it
might sound because after gaining expertise on SAP CRM product know-how, such key members
have a marked tendency to quit their jobs and join the growing number of independent SAP CRM
consultants or join one of the SAP CRM Consultancy firms.
Because of their backgrounds, the IS/IT professionals have a critical role in acting as facili-
tators for non-IS/IT-savvy functional members to clarify, define, and decide on their business
