sponsored by SAP America, Inc.
Posted:  05 May 2008
Published:  01 May 2008
Format:  PDF
Length:  4  Page(s)
Type:  Technical Article
Language:  English
ABSTRACT:
Many organizations look to information technology as an enabler for CRM, not just to help them understand their customers' needs, but also to determine how best to deliver on those needs. But IT can be more than just an enabler - it can serve as a catalyst for transforming a business into a customer-centric enterprise.

This transformation is about building a synergistic ecosystem with employees, customers, and partners that consistently creates and delivers customer value - an ecosystem where customer demand drives the supply chain, customer insight inspires innovation, and employees are empowered to best serve the customer.

Organizations that can build such an ecosystem, one that is also flexible enough to quickly respond to changing customer needs and business challenges, will have a sustainable competitive advantage and enjoy profitable growth for years to come.



Author

Volker Hildebrand
Vice President of CRM Solution Management ,  SAP America Inc.
Volker Hildebrand (volker.hildebrand@sap.com) is Vice President of CRM Solution Management at SAP. He has been with SAP for 10 years, building momentum in CRM and e-commerce. Prior to joining SAP, he was an assistant professor of marketing and helped companies drive CRM initiatives as a business consultant. A thought leader in CRM for 15 years, he has written several books and over 100 articles. Volker holds degrees in business and technology and earned a Ph.D. in business economics.



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