Mostly SAP related…
CRM
15 Years of SMS and SAP CRM still does not support it
Oct 19th
This marks the 15th year of Democracy and Commercial Mobile Phone Networks in South Africa. It seems that SAP has been oblivious to the development of the mobile phone and the proliferation of the humble SMS as a means of communication with customers.
SAP CRM has been around for about 10 years now, and is marketed as a best of breed CRM solution. Why then is there no support for sending or receiving of SMS’s in the Interaction Centre?
Atleast they still support Letters…
CRM Users aren’t Wimps
Jan 26th
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.
