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3 dimensions of your customers' experience with SAP CRM

by Robert Croce

September 16, 2010

 By Bob Croce, Insider Learning Network

Suddenly, your customers are better informed, and as a result more demanding. It’s what our Age of Information hath rot. The customer experience is now a competitive differentiator, says Volker Hildebrand, Vice President of CRM Solutions Management at SAP, in the most-recent issue of SAPinsider.

In his article, “What’s your customer experience advantage?,” Hildebrand explores some highlights of Innovations 2010 for SAP CRM.

To achieve a “customer experience advantage” over your competitors, companies must excel in three dimensions: operational excellence, i nteraction excellence, and decision excellence, Hildebrand says. SAP calls this the customer relationship management (CRM) framework of excellence. With Innovations 2010, SAP delivers key enhancements to SAP CRM that support all three dimensions.

The entire article “What’s your customer experience advantage” is can be viewed free at SAPinsider.

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