SAP Watch

Dec 19 2007   10:50PM GMT

New SAP CRM capabilities good news for CRM users

JackDanahy Jack Danahy Profile: JackDanahy

SAP recently concluded a three-day SAP CRM (Customer Relationship Management) Customer Value network meeting in Dallas, TX.’s CRM expert Srinivasa Katta was there on the scene. This is what he had to say:

The meeting was attended by customers such as HP, Bentley Systems, EarthLink, Synopsys, Varian Medical Systems, Pentair, Grainger and several other customers and prospects. SAP demonstrated CRM’s new Web 2.0 capabilities, including Web services as a way to exchange data between SAP CRM 2007, SAP systems and non-SAP systems. For example, An insurance company running an SAP CRM system typically needs integration with non-SAP claims management and policy management systems. This integration effort would become easier and more cost effective with CRM 2007’s web services features.

SAP also demonstrated the new flexible and easy to use singular Web UI (CRM Web UI). Before SAP CRM 2007, the normal CRM user struggled with the SAP GUI, a web based IC WebClient user interface, and PCUI (People Centric User Interface) based on ERP (Enterprise Resource Planning). The users were forced to use one or more of the three user interfaces based on what CRM components they needed to access.

With SAP CRM 2007, SAP has finally provided a clear road map in regards to the user interface thanks to CRM Web UI; the web based zero footprint user interface. This means that SAP CRM users no longer require the PCUI to provide web-based access to the SAP CRM system. The PCUI is now optional if you are planning to access business intelligence and SAP ERP along with SAP CRM. SAP provided UI configuration tools and design layer customizing tools that will assist power users in changing the look and feel of the UI without knowledge of programming.

The bottom line:
CRM 2007 delivers a real time management offering along with a host of marketing, sales and service features. Overall the customer feedback on SAP CRM 2007 is positive.

Everyone has heard negative comments about SAP CRM — stories about how it’s difficult to use and companies that purchase SAP CRM in a package do not even utilize it’s capabilities.

Read more about the new SAP CRM update and tell us what you think. Are you excited about these new capabilities or do you remain skeptical about SAP CRM? From what you’ve seen/heard, has SAP changed your mind about SAP CRM?

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