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Web 2.0 in Action! How SAP Is Leveraging Web 2.0 in CRM to Improve Customer Experience
This document explains how SAP leverages Web 2.0 in CRM to improve customer experience. The document is divided into four parts:
- SAP's approach to Web 2.0 at a high level.
- Incorporation of Web 2.0 technological principles within SAP CRM 2007.
- Focus on business process community, which is focused around CRM.
- Vision of building products for the future.
AuthorsJujhar Singh Senior Vice President of CRM Product Management, SAP Jujhar Singh, the Senior Vice President of CRM Product Management at SAP, is globally responsible for SAP’s CRM product strategy. Jujhar has over 17 years of experience in product management, new product introduction and software development. Prior to his current role, Jujhar led Interaction Center and Service Line of Business and the CRM On-Demand and Interaction Center Development Organization at SAP. Jujhar holds an MBA from Carnegie Mellon University and a Bachelor’s degree in Engineering Electronics.
Volker Hildebrand Vice President of CRM Product Management, SAP Volker Hildebrand, the Vice President of CRM Product Management at SAP is responsible for SAP’s CRM vision. In nine years at SAP, he has held positions in sales and product management, building momentum for CRM and eCommerce applications. Prior to SAP, Volker was Assistant Marketing Professor, teaching and pioneering research in CRM. Volker is the author of several books and over 100 articles. He holds a Master’s degree in Business, a Bachelor’s degree in Business and Technology and a Ph.D. in Business Economics.