SAP has release a white paper “CRM Without Compromise – A Strategy for Profitable Growth” that describes the concept of  elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and promote sustainable, profitable growth.  We at Peningo Systems strongly recommend this “White Paper” for any SAP Consultant / SAP Architect or IT Executive who are involved in the planning of an SAP CRM implementation.

Investments in customer relationship management (CRM) applications have produced a broad spectrum of results. Some companies report amazing outcomes, such as dramatic increases in revenue and boosts in customer satisfaction along with significant savings in operating costs. For others, such investments have delivered only limited benefits or proved disappointing.

While implementing CRM, many organizations have lost sight of their customers. They focus on efficiency gains in specific areas like sales force automation (SFA) instead of looking at the bigger picture – from a customer perspective. They fail to become truly customer centric because they rely on point solutions with little or no integration – solutions that are not aligned with the organization’s long-term strategy and provide only a limited view of the customer. They focus on single channels and rarely achieve true multichannel coverage, resulting in bad customer experiences. They either compromise on functionality or try to achieve too much at one time and end up with a complex, expensive implementation with hardly any return on investment. Organizations often just automate existing bad processes instead of redesigning their customer-facing operations based on best practices. No wonder customer satisfaction is near an all-time low in many industries. It’s time to refocus on what CRM really is about – the customer – to achieve the results CRM has promised to deliver. In order to be successful, organizations must approach CRM without compromise.

Focusing primarily on bottom-line costs and departmental goals limits the top-line potential of CRM investments. The benefits of CRM can be much greater if more companies take CRM to the next level by designing their CRM strategy for future ambitions instead of just implementing software to support current capabilities.

This white paper describes the concept of “CRM without compromise,” elucidating how organizations can maximize their results by taking a more structured, holistic approach to CRM across the enterprise to gain a competitive advantage and promote sustainable, profitable growth.

This white paper by SAP will help enlighten the SAP Professionals who are implementing SAP CRM in a Best Practice approach to address a CRM implementation.

The following is the Table of Contents:

• The CRM Paradox
• A Customer-Centric Business Strategy
• Customers Define Your Business
• A Strategic Perspective on CRM
• Strategic Business Challenges
• Driving New Growth
• Operational Excellence Redefined
• Competitive Agility
• The Path to CRM Success
• Evolution of CRM
• Customer-Centric Ecosystem
• A Strategic Framework for CRM
• A Framework to Outsmart and Outgrow Your Competition
• Capitalizing on Customer Insight
• Balancing Frontline Efficiency and Effectiveness
• Aligning Marketing, Sales, and Service with the Customer in Mind
• Managing Customer Experience Across Touch Points
• Guiding Customers to the Right Channel
• Beyond the Touch Point: Connecting Front Office and Back Office
• Creating a Customer-Driven Value Network
• Technology Framework for Adaptability and Integration
• Managing Performance Improvement
• Creating a CRM Culture – Because Employees Matter
• CRM Deployment Options: Making the Right Choice
• A Catalyst for Business Transformation

If you wish to view this white paper, please click the link below:

Click here to download “CRM Without Compromise - A Strategy for Profitable Growth”

If you are an “End Client” looking for a Consulting Service provider to support your Applications, Peningo Systems provides Consultants with expertise in many areas including:

• SAP
• WebSphere Portal
• WebSphere Commerce
• WebSphere Eclipse Development
• WebSphere MQ
• System Security Architecture
• Tivoli Consulting Services
• Tivoli Access Manager
• Tivoli Identity Manager
• DB2 – UDB,
• Remedy
• Peregrine / HP Openview AssetCenter and ServiceCenter
• J2EE based systems architecture and development.

To see Peningo Systems areas of expertise, please go to the Peningo Technical Areas page.

Request information on a Peningo Consultant

Candidate PEN51

Summary:

Independent SAP CO Senior Consultant with excellent communication and managerial skills, extensive cross-functional implementation experience since 1992. Experience in the CO module, coupled with several years of manufacturing background. Former Product costing instructor at a big five’s academy, Project experience includes; Business processes assessment, system modeling and configuration, business scenarios identification such as Product cost planning, cost object costing,  material ledger for transfer prices and actual costing. Manufacturing environment: Engineer to order, make to order, process industry, discrete manufacturing, etc, for integration testing, cutover practice, support post go live. Integration knowledge includes: PP: Bill of materials, Routings, Recipes, Work centers, Quantity structure determination, etc. SD: Sales orders for make to order environment with valuated stock, MM: Material master, Material types, Inventory valuation, and Movement types. FI: Automatic posting for product costing such as process/account modifier configuration. Schedule manager. SPL. PS: Networks, WBS, PM: Configuration of costing pieces, PA: Posting of standard cost and variances to PA and reporting, PA configuration. PCA: Posting to PCA and reports, PCA configuration. BW: Basic query creation. Attended April, 2004 BW and Portal conferences in Orlando, October 2004 SEM conferences and March2005 SAP Financials.

Experience:

11/2007 – 07/2008 - As independent consultant. 

SAP CO PC (Independent consultant) 5.0

• To lead SAP COPC Product Costing implementation for high tech company using SAP for 10 years without using costing.
• Implementation involved  review of COPC requirements, design and configuration, variance reports, report strategy, interfaces and knowledge transfer  on scrap calculation and failure cost processing.

08/2007 -11/2007 -   As independent consultant. 

SAP CO PC (Independent consultant) 4.7

• To support a live system as part of the core competence center in a validated environment.
• To support functionality enhancement initiatives in the costing arena.

4/2007 – 07/2007  – As independent consultant. 

SAP CO PC (Independent consultant) ECC6.0

• To complete configuration setting, support integration testing, support cut over plan, for first roll out of worldwide implementation. Make to stock, make to order and engineer to order environment.

01/2007 – 03/2007 – As independent consultant. 

SAP CO PC (Independent consultant) ECC5.0

• To troubleshoot a productive system on WIP and variances calculation on collective orders environment.

10/2006 – 12/2006 –As independent consultant. 

SAP CO PC (Independent consultant) 4.6C

• To troubleshoot a productive system on WIP calculation.
• Support for new year plan upload, cost estimates.

02/2006 – 10/2006 –As independent consultant. 

SAP CO PC (Independent consultant) ECC5.0

• To take over configuration of Product costing functionality.
• Completion of technical specification for development objects and coordination of data gathering for their testing.

03/2005 – 02/2006   

SAP CO PC (Independent consultant) 4.6C

• Lead consultant COPC ,  implementation for an apparel industry solution.
• To configure delivery cost functionality using condition types to calculate purchased materials cost.
• To create costing formulas pertaining to cutting and sewing activities.
• To implement base planning object functionality for new product.
• To create summarization hierarchies for month end analysis.
• To present schedule manager functionality for month end close process.

12/2004 – 02/2005  

SAP CO PC (Independent consultant) 4.6C

• To provide support on product costing related issues to existing clients of outsourcing service center.
• Support on standard setting, custom reports, CO PC, PA, PCA redesign, etc.

10/2004 – 11/2004

SAP CO PC (Independent consultant)

·         To configure CO PC for a 4.7 implementation, to consolidate two SAP legacy systems, one in 4.6c and one in 4.7.

·         Configuration completed in two weeks.

7/2004 – 10/2004 –

SAP CO PC (Independent consultant)

·         Call in to address variance analysis concerns for the manufacturing process managed through production orders in a live system.

·         To continue variance analysis initiatives for an aircraft manufacturing company using R3  4.5.

·         To assess needs and conduct training reinforcement sessions on SAP cost and variances, including scrap’s impact.

·         To review configuration pieces within variance computation.

5/20024 – 10/2004 – 

SAP CO PC (Independent consultant)

·         Call in to address specific issue on scrap reporting for a live system.

·         Troubleshoot on Scrap reporting for a live SAP 4.6c system in a discrete manufacturing environment for the aerospace division.

·         Task included:

·         Creation of customized application to report scraps on a daily basis.  (Failure cost processing).

·         SAP notes applications, knowledge transfer on scrap reporting, Improvement on period end closing performance, material ledger analysis.  Support on actual costing functionality. Make to order configuration for valuated stock without cost object. Base Planning Object. Training in Schedule manager.

2/2002 – 2/2004 -

Application engineer (Independent consultant)

·         SAP CO PC4.6c Application engineer for Puerto Rico affiliate of pharmaceutical company roll out.

·         Responsibilities included; make sure Puerto Rico affiliate fit global design for a multi country implementation. Testing business scenarios during informal and formal integration testing. Scenarios were: Product cost planning, process order costing, costing reports, etc.  In addition CO PC support for mainly for North America and occasionally Europe and South America implementation.

·         Support on cost center accounting, Special ledger purpose, PPPI environment. Integration points with MM, PP and FI.

·         Phases from affiliate assessment through go live and post production. Extensive SAP OSS interaction. Tools used include: Documentum, Test director, etc.

Task included:

·         Activity types mapping to cost centers – Cost center mapping to work centers.

·         Cost center planning, activity price calculation.

·         Product cost planning, costing run including mixed costing. Base planning objects.

·         Cost object controlling – Process order costing, Period end closing.

·         Conduct team members and power users knowledge transfer as well as end user training.

·         Show BW reporting capabilities to PC users. BW overview, query creation after being exposed to training in BW and exposed to BW corporate implementation team.

·         Lead integration testing and issues resolution.  Support cut over activities and go live and post go live activities.

11/2000 - 6/2001

SAP CO PC Consultant

Task includes:

·         To support Product Costing PPPI for a four plant’s roll out on Nov, 2000 in 4.OB. Product cost planning, process orders cost.

·         Configuration review and update to include a six plant roll out April 2001.

·         To provide SAP team with troubleshooting knowledge.

·         To conduct business scenarios testing.

·         To help on PA and CCA assessments cycles definition.

6/2000 - 11/2000  

SAP CO PC Consultant

Task includes:

·         To Configure Product Costing for the North American Power Division roll out in 4OB

·         To help in the CO module upgrade to 4.OB

·         To teach end user on the costing process.

·         To upgrade PCA and CCA report writer reports to 4.0B

1/1995 - 12/1999  

Senior consultant

Senior Product Costing Consultant for more than 13 implementations. Activities ranging from design, gap analysis, configuration, testing, training, new plant rollouts, upgrades, troubleshooting, team lead, consultant training, etc. Clients in manufacturing, chemical, high tech, pharmaceutical and consulting includes: Witco Chemical in Germany, Searle in Chicago and Puerto Rico, Century furniture in North Caroline, Whirlpool in Michigan, Kohler in Wisconsin, Menasha Corporation in Wisconsin, Fujitsu and Ban tec in Dallas, CSR in West palm beach an Augusta,  Ablestik in Long Beach, St. Lawrence Cement in New York, Condea Vista in Houston. R3 versions up to 4.0B

6/1986 - 12/1994 

Jul 1992- Dec 1994