Customer Relationship Management SIG (CRM)

Thursday 23rd February 2012 at 9:30am - 9:30am

Bedfont Road, TW14 8HD

Event has expired

This SIG is being sponsored by Bluefin Solutions.


John Heald
from SAP will present CRM Overview. John will provide an update of CRM, some of the key messages from 2011, and outlooks for 2012.



John will also discuss CRM Service, across all Channels. Now that customers are expecting to interact with you across a multitude of different channels, it is essential that ALL organisations provide an approach that engages with customers, the way the customers want to engage with you.

During this session, John will provide an overview of how customer expectations are changing and how SAP is able to help provide better customer service across, Social, Internet, Contact Centre and Face 2 Face channels.


Adam Cundell from UK & Ireland SAP User Group will be giving an User Group. This session will review the 2011 Conference and discuss how YOU can influence SAP.

Tony Rosenthal from Bluefin Solutions will present Upgrading to CRM 7.0. This session will include:

  • What are the drivers for a CRM Upgrade? Looking at the business, technology and cost reasons behind upgrading ageing SAP CRM system?
  • What are the challenges? What is it about SAP CRM upgrades that offers the most challenge, especially from older versions?
  • How to succeed What factors can help a CRM upgrade succeed – methodology, approach, tools?

Event Resources

General CRM update from SAP - John Heald - SAP (1.40 MB)
CRM Service, across all Channels - John Heald - SAP (2.70 MB)
Upgrading to CRM 7.0 - Simon Griffiths - Bluefin Solutions (1.76 MB)

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