Running and Optimizing the Business of IT: The SAP Best-practices Approach
IT has long been seen as one of the best ways to address the challenges of the business environment. Yet the complexity and rigidity of IT infrastructure keep

definition of technical approach  of the SAP Product Definition application). Organizations, in other words, will want to make project decisions based on the best ways to leverage their enterprise architecture. At the same time, the enterprise architecture is a technical representation of the enterprise and can be seen as an extension of the ALM platform (SAP Solution Manager discussed earlier). Thus, an organization's enterprise architecture - as approached by SAP - seeks to span both the business side of ITSM, where projects decisions

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Customer Relationship Management (CRM)

Customer relationship management (CRM) focuses on the retention of customers by collecting all data from every interaction, every customer makes with a company from all access points whether they are phone, mail, Web, or field. The company can then use this data for specific business purposes, marketing, service, support or sales while concentrating on a customer centric approach rather than a product centric. Customer relationship management defines methodologies, strategies, software, and other web-based capabilities that help an enterprise organize and manage customer relationships. Customer relationship management applications are front-end tools designed to facilitate the capture, consolidation, analysis, and enterprise-wide dissemination of data from existing and potential customers. This process occurs throughout the marketing, sales, and service stages, with the objective of better understanding one’s customers and anticipating their interest in an enterprise’s products or services. 

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