Supporting the Sales Process with SAP – What Modern CRM Looks Like in a Natively-Digital World

http://scn.sap.com/community/business-trends/blog/2015/06/03/what-modern-crm-looks-like-in-a-natively-digital-world

In chapter 8 of our text, Kroenke outlines how companies utilize SAP programs within their organizations and how ERP programs help generate sales and maintain long term relationships with customers. In this chapter, Kroenke gives examples of how ERP programs such as SAP make for a smooth, easy sales process that is beneficial for both the company and the customer. With successful utilization of these ERP programs, firms will see increases in customer satisfaction which will result an increase of sales as well as repeat customers – which is the ultimate goal of SAP in the sales process.

In my chosen article from the SAP community network, the author discusses CRM in a “Natively-Digital” world. The article discusses how new age business’ such as Uber and AirBnB are taking CRM to the next level obtaining useful data while at the same time providing a simple, easy to use service in which everyone benefits.

Three discussion topics based on the Kroenke Chapter and the article are:

1) In the text, Kroenke states that there is a large possibility that you will work with SAP or another ERP system on your very first job after college. Does anyone currently work with SAP or another ERP system daily?

2) Kroenke details the importance of increasing ‘process synergy’– meaning the buying process is easy and simple along with the billing/delivery processes. (ex: Amazon, Uber) Do you agree that you are more likely to be a repeat customer of a company whose purchasing process for their product or service is easy and simple?

3) Have you ever received a benefit from a company who utilizes SAP as part of their operations?