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Connecting calls and CRM 7.0 upgrades

by Scott Wallask

May 6, 2010

By Scott Wallask, Insider Learning Network

If simply changing your mobile phone features can turn into a bigger affair than you anticipated, it’s little surprise that a potential upgrade to something as involved as SAP CRM 7.0 might also bring with it complications.

I was talking to consultant Christoph Wargitsch of Wargitsch & Co. AG today about the slippery patches companies encounter as they consider a CRM 7.0 upgrade or implementation.

A problem Wargitsch sees for multinational firms is that older versions of SAP CRM might be rolled out across different business units in various countries, each with nuances to CRM’s core shell (for example, different order management systems). Upgrading to CRM 7.0 may depend on how far any given unit has moved away from the SAP core, he says—it becomes a very technical version of how to get your cell phone to work across international borders.

And just like enhancing your phone features, a CRM upgrade is not just about the usefulness of new functions. It also involves managing change fluidly, whether we’re talking about continuing to use a comfortable layer of past SAP CRM versions or keeping an old phone’s contact list intact.

These and other CRM developments will be part of our CRM 2011 conference in Orlando next year. Drop me a line if you want to suggest any ideas for the program or leave a comm ent below.

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