Database Reference
In-Depth Information
Vi
SAP CRM
iMPLeMentAtion AnD
BeYonD
Chapter 15 presents various aspects related to valuing the ROI of a SAP CRM implementation
using the method of Balance Scorecard. In the last chapter of the topic, Chapter 16, we visit sev-
eral aspects of the intelligent customer-centric enterprise and how SAP is gearing up for enabling
relationship-based enterprises to address these emerging challenges in the twenty-first century.
Chapter 15: Valuing the Relationship-Based Enterprise
Chapter 16: Beyond the Relationship-Based Enterprise
An enterprise-wide solution like SAP, which embodies the process-oriented view of the organiza-
tion, must provide the means for evaluating and maximizing the value delivered by the enterprise
to all of its stakeholders. From the perspective of the collaborative enterprise, it is evident that a
single stakeholder cannot sustain an appreciable ROI for itself at the cost of the other stakeholders.
An ROI for different stakeholders is not in opposition to each other—it is not a “zero-sum game.”
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