Sap crm Project note (11)-difficulties and confusions

I haven't written a project note for more than half a month. In addition to busy work, there are too many things to consider and investigate. In addition, when the project enters the blueprint stage, the project team (including consultants) has started to exercise caution. For enterprises, variables can happen at any time. The call center will not only contract to five points, but also be separated from multimedia companies and placed in the platform department. Such management is good, but the so-called call center is actually only a telephone center, and its operation is subject to factors such as China Telecom 4008 and incomplete systems. Second, because its business is not formed, splitting will cause information access and service interface connection problems. Whether it can reduce costs and improve efficiency is also a problem. Originally, the leaders planned to put all the call platform and CRM on the platform, but the final result was separation. Maybe the company is preparing for future outsourcing of the call service. For me, it is equivalent to throwing away a package, which can focus on the Management and Research of CRM and related ECC, Bi, SCM and other systems. Some people (such as the spare parts department) place too high expectations on CRM, which is beyond the scope of CRM management and this implementation, the project team is very depressed. However, I told the theme that it is a good thing to expect the ultimate. At least they have the essence of heat. The key point of attention to this system is that we seek the same ground while reserving differences. We will take the business as the main line to determine a matching point, or "compromise point ". Give them the bottom line of the CRM system, and let them determine the process. There are another part of the people who may not ask questions during the discussion at ordinary times, and there is no problem with feedback from electronic documents, once printed and signed by them, the problem arises. The project team should pay attention to this part of users, because their needs may not be fully expressed in the early stage, and the implementation of the Process will conflict with the subsequent implementation, even the risk of re-occurrence is mainly caused by the user-related businesses. I recently took the time to look at the sap CRM library brought by the consultant. I found that many places are different in the IDES system. Later I found that the document is from CRM 5.0, while ides is installed with 4.0. It is said that it is so careless that the CAPTCHA advisory has carried the wrong ides disc. (IDES version): In addition, I should also criticize sap. If the Chinese language is not good enough, there are still many interfaces in ides that are still in German.

As a matter of fact, all the friends who have used sap r/3 Production users know that sap has only been written into some commonly used transaction interfaces, and many configuration and Development interfaces are in English, some prompt boxes in German are often inadvertently displayed. In terms of localization, SAP should learn from Microsoft. Let's talk about my feelings about sap CRM. According to its own documents, sap crm is mainly applicable to the pharmaceutical, fast-selling, and high-tech fields. Changhong is a household appliance industry. Although it has been put into high tech, however, many business flows do not have any standard procedures in CRM. I have also seen other foreign and domestic CRM or after-sales service systems, which are not necessarily worse than sap CRM. Some even provide functions that can be used together, or they are designed for the household electrical industry. Of course, sap crm is attractive to enterprises that have implemented sap r/3 or ECC, and SOA-Based Seamless integration is one of the secrets of sales. But after implementation, we found that communication between CRM and ECC is not so seamless as an independent product. The implementation of sap crm is very different from the implementation of R/3. There are too many things for secondary development in addition to some primary data and basic processes, the consulting company uses sap CRM as a model to develop CRM for customers. Therefore, in addition to requirement research and process design, the ultimate success or failure and effectiveness of sap crm are more important to the level of problem development and Solution by consultants. My overall feeling is that sap CRM is not a very mature product, at least for the traditional household appliance manufacturing industry. Maybe through Changhong, they will put a lot of Changhong's experience into "SAP best practice. CAPTCHA's consultants complained in private that they never dared to say "no" to the business side, which is strange. I think they may be working on projects from the developer's perspective rather than as business consultants. In fact, there is a big difference. The requirements raised by the business side are not completely reasonable. Instead, the business side completely copies the existing business process (only make minor adjustments in details) of the CRM project, after going online, it will bring potential risks to subsequent operations. Such a system (business-centric rather than customer-centric) will soon be unable to adapt to the company's service requirements, and it will easily bring unlimited troubles when it comes online. By the way, Changhong's CRM project has not yet entered the development stage and has been mentioned everywhere as a successful case by God code.

Link:Sap crm project notes series sap CRM project notes (10)-reflecting on our problems
Sap crm Project note (9)
Sap crm Project note (8)
Sap crm Project note (7)
Sap crm Project note (6) sap crm Project note (5) sap crm Project note (4) sap crm Project note (3)-SAP consultant's weakness sap CRM Project note (2) -Busy sap CRM project notes for after-sales service project kickoff meeting (1)