He is the author of implementing sap r 3 the guide for business and technology managers 2000 a guide to implementing the oracle siebel crm 8x 2009 guide to cloud computing for business and technology managers from distributed computing to cloudware applications 2014 and inverting the paradox of excellence how companies use variations for business excellence and how enterprise variations are enabled by sap 2014. Implementing sap r crm will help technologists and managers come to grips with the vision concept and technology of crm it begins by laying out the groundwork for understanding crm it explains the concept and context of crm and the tangible business benefits of crm adoption. He is the author of implementing sap r 3 the guide for business and technology managers 2000 a guide to implementing the oracle siebel crm 8x 2009 guide to cloud computing for business and technology managers from distributed computing to cloudware applications 2014 and inverting the paradox of excellence how companies use variations for business excellence and how enterprise variations are enabled by sap 2014. Read implementing sap crm the guide for business and technology managers uploaded by mickey spillane implementing sap crm the guide for business and technology managers by vivek kale in todays competitive business environment most companies realize that the better they can manage their customer relationships the. Implementing sapr crm the guide for business and technology managers chapter 2 provides an introduction to the role crm systems play in an organization examines the anatomy of a crm system and the type of crm systems available and looks at the crms role as keeper of customer knowledge assets