Database Reference
In-Depth Information
they will also finally achieve a true 360-degree view of their customers across every touch point—
whether it is online, on the phone, presales, mid-deal, post-sales, or beyond.
The defining characteristics of social CRM are
◾
Social experience
◾
Mobile engagement
◾
Co-creation
◾
Gamification
The explosive potential of social CRM in future can only realized on the foundation
of relationship-based enterprise. Hence, the rationale for the elaborate relationship-
based enterprise architecture and the framework of Management by Collaboration
(MBC) established painstakingly in Chapter 1 of this topic.
Many of the innovations from social networking are making their way into CRM systems like
SAP CRM.
14.12 Summary
In this chapter, we looked at the post-implementation period in the cycle of a SAP implemen-
tation. We visited aspects of SAP deployment, configuration changes and enhancements, SAP
release upgrades, and Help Desk. Following this, we looked at measures for ensuring the longev-
ity of the SAP team member's association with the company. In the last section, we describe the
latest SAP HANA database solution targeted at replacing the existing installed base of Oracle,
DB2, and so on.
