Johan van Zijl

CRM 7.0 is due to start ramp up on 21 November 2008. There has been some significant enhancements in the following areas:

• Interaction Centre – Lean Interaction Record and optimization for high-volume use
• IT Service Desk and Accounting Interaction Centre Scenarios
• Increased Personalization and Improved UI Tools
• Marketing -> Loyalty Management and Improved TPM
• A lot of functionality has been added to CRM Service and includes improved ERP Integration, Advanced Contract Management, Warranty Processes, etc.

For those with access to the Service Marketplace there are more info on ramp up here and some good presentations on SAP CRM 7.0 here.

This presentation just popped into my inbox. It describes the new features in SAP NetWeaver 7.1 CE’s Web Dypro Java.

But the screens in the presentation looks exactly like CRM 2007 screens!

Interesting, considering CRM 2007 has been available for almost a year now and is built on ABAP/BSP and not even WebDynpro.

Mmm…The same UI built and supported in 2 languages!?

I found the clip below on YouTube a while ago.

There is a lot of truth and a lot to debate in this ad. Being slightly biased, all I will say for now is don’t go for the rotten fish.

One of the things that struck me was how different this “user” is to what we normally deal with on CRM Projects. We typically implement systems for the Account Execs, Marketers, Contact Centre Managers, etc. These are strong personalities that won’t just shrug if the system does not perform as expected.

Also, in order to be truly successful, a CRM System requires the user to think. Knowledge, Opinions, Estimates and Assessment are needed. ERP projects are simpler in this respect. As an example, if an employee issues stock without capturing the Goods Issue document in the system he will get fired. There are few objective, enforceable rules, accounting principles or laws applicable to CRM Systems. You can’t force people to Think.

In my opinion, a successful CRM System is one that provides a positive experience that is to the mutual benefit of the organization implementing the solution and the end user that has to deal with it on a daily basis.