Database Reference
In-Depth Information
Chapter 15
Valuing the Relationship-
Based enterprise
Chapter 1 of this topic, “he Relationship-Based Enterprise,” dealt at length on the collaborative
nature of today's enterprises. In the subsequent chapters, we have seen various aspects of SAP
CRM that enable an enterprise to operate as an integrated, enterprise-wide, process-oriented,
information-driven, real-time enterprise. We have also seen that as organizational and environ-
mental conditions have become more complex, globalized, and therefore competitive, processes
provide a framework for dealing effectively with the issues of performance improvement, capabil-
ity development, and adaptation to the changing environment.
In turn, continued value addition along every business process has become an essential prereq-
uisite for viability of not only a particular process but also for that of the organization as a whole.
Here is the fundamental rationale for measuring and valuing an enterprise in terms of the value
determinants that are relevant to all stakeholders of an organization. These include not only the
traditionally known stakeholders of a company, like the company's investors and customers, but
also the suppliers, managers, and employees of the company as well.
An enterprise-wide solution like SAP CRM, which embodies the process-oriented view of the
organization, must provide the means for evaluating and maximizing the value delivered by the
enterprise to all of its stakeholders. The first half of this chapter provides a fairly detailed introduc-
tion to such a perspective on the value created by an enterprise. It also discusses the now-popular
Balanced Scorecard (BSC) approach for valuation of an enterprise or the enterprise of a company.
It suggests an interpretation of the scorecard in terms of the value of the five primary stakeholders
of an enterprise: customers, vendors, investors, managers, and employees.
15.1 enterprise Stakeholders
An organization is defined by a constellation of collaborations. All collaborative relationships
are truly stakeholder relationships; thus, a company is truly a continuum of collaborative stake-
holder relationships. A corporation is embedded in a network of interdependent stakeholder
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