Database Reference
In-Depth Information
requirements and in assisting the functional members in configuring the system to obtain the
desired functionality.
6.5.6 Centralized or Decentralized SAP CRM Configuration
SAP CRM installations have had centralized database servers. The enterprises with distrib-
uted database servers might need to use the decentralized configuration. As we have noted in
Chapter 5 “SAP CRM Solution”, SAP CRM's distributed architecture enables the integration of
data and processes across the entire system.
6.5.7 User-Driven Functionality
In marked contrast to traditional IS/IT projects, SAP CRM projects are user driven. The key
members on the implementation team from the functional and business departments play the
critical role of documenting and mapping the
AS-IS
(or existing) processes and deciding on
the
TO-BE
processes. The mapping and configuration of the desired functionality proceed by
an approach closer to the Joint Application Development and prototyping methodology of
the 1980s.
6.6 SAP CRM implementation Project Bill of Resources (BoR)
Taking a cue from the Bill of Materials (BOM) employed in Production Planning and Control
(PPC) functions, we can define a generalized version of the same for the SAP CRM implemen-
tation project called the Bill of Resources (BOR). It enables one to define the hierarchy of the
inputs, resources, and costs in the same structure. In this section, we provide an overview of what
resources are needed for a SAP CRM implementation project.
SAP recommends the ASAP methodology as the primary implementation methodology for
SMEs (which will be discussed in detail in Section IV, “Implementation Stage”).
6.6.1 Money
Although it is obviously dangerous to make any kind of generalization, an average SAP CRM
project for SMEs might range from $3 to $5 million.
In a typical CRM implementation, 28% of the total cost goes to buying software, while
38% of the cost goes to services such as software customizations, application integration, and
training. Hardware makes up 23% of the cost, while telecommunications expenses make up the
remaining 11%.
Companies may spend about $10,000 per user per year on hardware, software, cus-
tomization, support, and training.
