SAP CRM and Enterprise Business Process Re-Engineering

This chapter clarifies the role played by SAP CRM in re-engineering an enterprise, while implementing SAP CRM in the organization. After introducing the concept of business process management (BPM), we look at the full cycle of an enterprise BPM methodology. The relevance and the role that SAP CRM can play at every stage in the re-engineering effort within an enterprise are considered in Section 7.3 “BPR and SAP CRM Implementation.”