Business Project Report: Impact of CRM System on SAP Organization

This report provides a comprehensive analysis of the impact of a CRM system on SAP, a global software company. The report begins with an introduction to CRM systems and their benefits, followed by a project plan that includes risk, cost, communication, scope, quality, resources, and time management. The report outlines the aim and objectives of the research, focusing on the transformation of business activities through CRM. It includes a Gantt chart and work breakdown structure to illustrate the project's timeline and task organization. The research employs quantitative and qualitative methodologies, followed by an analysis of the findings and recommendations for CRM implementation. The report concludes with a self-reflection on the work undertaken and references to relevant literature.

Managing
Successful
Business Project

Table of Contents
INTRODUCTION..............................................................................................................1
TASK1.............................................................................................................................. 1
P1 Aim and objectives............................................................................................. 1
P2 Develop plan of project management.................................................................2
P3 A Gantt chart and Work breakdown structure....................................................4
TASK 2.............................................................................................................................7
P4 Conducting small research by applying quantitative and qualitative methodology. 7
TASK3.............................................................................................................................. 9
P5 Research analysis..............................................................................................9
P6 Recommendations for this research ...............................................................17
TASK4............................................................................................................................ 18
P7 Self reflection of the work undertaken..............................................................18
CONCLUSION............................................................................................................... 19
REFERENCES...............................................................................................................20

INTRODUCTION
Technology is a application of specific scientific knowledge for practical function
thus develop new innovative product and services thus help to full fill clients needs and
wants in an effective manner. Through this, firm are able to achieve goals and
objectives in appropriate ways in limited period of time. Management develop strategies
to implementing or promoting innovative ideas at work place thus improve productivity
and performance of employees which enhance clients satisfaction. In this report SAP
organisation are select to know impact of latest technology on quality of goods and
overall company performance. It is a German based international firm which are
produce high quality software to manage whole business activities in a appropriate.
They are run their enterprises around 180 countries with almost 335,000 clients (Ahmed
Dine Rabeh, Jimenez-Jimenez and Martínez-Costa, 2013). In this assignment covers
project plan that include risk, cost, communication, scope, quality, resources and time. It
also covers research aim and objectives with recommendation as well as carry out
small scale research in order to know impact of CRM system.
TASK1
P1 Aim and objectives
Customer relationship management system help to an organisation to manage
their all contact detail of their clients which reduce are effort of employees as well as
increase productivity and accuracy. Management of an organisation used this
technology to improve their relationship with life time value. CRM define as “ Collection
and analysis information related to buyers and manage or organise all data in system
manner in order to support sales and marketing activities”. So that, this software help
staff members to know what customers think about their product and services and who
to prepare sales pitch. Latest technology help to enhance skills of staff members that
activity to increase organisation performance and productivity in limited period of time
(Chesbrough, 2010). Through CRM system company change their way of working and
rise profitability. Small size company used this techniques in order to gain competitive
advantage as compare to their competitors at market place. They used computers,
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websites, servers, digital product to deal with firm cost. In current business environment
world of advanced technology industry become more dynamic in nature.
In small firm CRM system may improve their production or communication by
using several application like texting, website, email, digitalisation all information and
many more. All function of organisation has used technology but management of this
work in very important in order to achieve targets in specific period of time. Thus
improve their market position as well as brand value in potential buyer's mind in long
period of time. All department like operations, finance, marketing, sales, human
resources and production are implementing several type of application in order to
manage their work effectively. But out of all these, operations is a most important
function of firm are technology has create largest impact on this work. So that,
administration of the company has develop strategies and plan in order to manage all
CRM software with in work place in given time frame (Crane and Matten, 2016).
Whether enterprises are small or large in nature, practical application may important for
all for achieve competitive advantage as compare to others in same industry. SAP is
one of the largest organisation which run their business activities around 180 nations. In
this report analysis benefits of CRM system for organisation which aid several decision
related to work effectively.
Aim: “ How the CRM system has transformed activity on the company B2B”. A case
study of SAP software firm.
Objectives: The main objectives of this research are discus below:
 To ensure impact of digitalisation on SAP to increase 16% profits within 6
months.
 To discuss main benefits accumulated within past 6 month by executing CRM
system with in an organisation.
 To identify negative aspects emerged due to implementation CRM system from
clients from past 6 months. To explain role of CRM to enhance sales and profitability of the company.
Research questions:
 What is impact of digitalisation on company to 16% profits within 6 months?
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 Want is the main benefits accumulated within past 6 month by executing CRM
system with in an organisation?
 What is the main role CRM to enhance sales and profitability of the company?
 What are the major negative influence emerged due to implementation CRM
system from clients from past 6 months
 What are the recommended area where execution of CRM system can be more
beneficial at work place?
P2 Develop plan of project management
Project management plan is an effective an formulate a document which used by
company to control as well as implement the whole research project in effective manner
which may leads in attaining positive outcomes in appropriate time frame. Basically this
plan show an adequate way for managing as well as monitoring all the aspects in order
to attain positive outcomes. Along with this, this type of document also aid in analysing
workers performance towards the project and its activities. In this context, management
of the company make as well as prepare an effective project plan. Along with this,
company also use various effective tools and tactics for attaining appropriate outcomes
in appropriate period of time. Furthermore, it is complicated as well as complex project
which execute by the workers (Den Hertog, Van der Aa and De Jong, 2010). It includes
various components which help in implementing an effective project plan which directly
aid in attaining favourable results. All these can be understood by following points: Cost: It is one of the important element which required by the project manager at
the time executing research activities. Basically it is costly for the company so
that manager have to implement appropriate strategies for making successful
project. The project has determined their budget to 5500Euros for developing
their entire project accumulating entire information and undertaking procedure
under the provided fund amount. Scope: It is related to the whole process of the project which may leads in
making a successful project. Along with this, manager of the company also
consider various steps to implement innovative aspects which may leads in
enhancing the overall performance of the project (Eckerson, 2010). For attaining
the same, firm use new and innovative technologies for establishing better
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image. The scope of this project is limited to the United Kingdom that can help in
achieving their final outcome in effective manner. Time: Enough time is more important for manager of the project to manage entire
activities of the project in most effective manner. With the help of this, manager
enhance the chances of making an successful project which may leads in
attaining higher profitability level in limited period of time. By this manager also
encourage workers to perform their best and attain positive outcomes. This
project has framed the proper time management plan and determined to
accomplish this assignment within 4 month undertaking entire procedures to
make it more authentic and scientific. Risk: Every project having some kind of risk factors which hamper on the overall
performance of the project. Thus, it is important for manager to manage as well
as analysis all the risk factors effectively which may leads in improving the
productivity level of the company and its workers also. Along with this, manager
also use an effective strategies to modify entire activities in effective way which
directly contribute in reducing the risk factors in most effective manner.
 Quality: It is important for manager of the project to maintain overall quality of
the products and services which may help in improving the performance level of
the project. Along with this, project manager also develop an effective strategies
for manufacturing quality products and services. For this, HR manager of the
company also hire skilled and talented candidates for business so that they easily
maintain as well as handle all the customers in effective manner (Gebauer
Edvardsson and Bjurko, 2010). It also leads in creating strong customers base.
All these are more effective which contribute in making an successful project
management plan which may leads in attaining positive results. With the help of this,
company enhance their overall performance level at market place.
P3 A Gantt chart and Work breakdown structure
Management of an organisation has developed strategies to run whole business
activities in appropriate ways. CRM software help company to manage all relevant
information related to consumers and analysis their needs and wants effectively,
accordingly produce goods which are able to full fill demand in appropriate ways. In
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order to conduct research, investigators wants to investigating all activities which are
competing during research and in end achieve objectives. In this they are explain as
well as arrange entire task with time limit in a systematic manner. For this they have
used two method Gantt chart and work break down structure. Both method are help to
carry out whole research in right ways in specific period of time (Incelli, 2013). A work
break down structures shows all task in an systematic and arrange manner, it includes
or divide entire work into manageable sub activities and investigators are follow this
report while preparing pre methodologies work.
Feasibility and contingency: Feasibility analysis of this research aim is very
important to know whether this research provide any valid outcome or not. It shows or
test viability of idea and goal to emphasis issues which are occur in future that create
problem for completing research. Accordingly to report of research, current business
environment support technology as well as new application to reduce effort of human
being and gain accuracy in work. CRM system has help organisation to run business
and build strong relationship with their customers effectively. So that aim of this
assignment “ How the CRM system has transformed activity on the company B2B” is
feasibility in nature. So that, researcher prepare work break down structure according to
all activities and sub activities feasibility (Jones and Lubinski. 2012). For contingency,
during research project various kind of issue and problem are rise which effect work, so
that, investigators are analysing all these factors to prepare work break down structure
as well as Gantt char in order to carry out entire task in an effective ways.
A work-break down structure: It is a one of the important project deliverables
that are organising whole research work into manageable task. It also explain as
deliverables emplacement hierarchical divided all work that are executing by project
team members. It is a one of the important function of planning into several task in order
to accompanying responsibility of each one employees with in project. It provide all
relevant mode which are find out crucial action and sub action to accomplish whole
project in specific period of time. Work break down structure help to analysis overall
cost of the program so that work are completing accordingly to given budgets
(Kankaanranta and Planken, 2010). By using level of operations, SAP has provide
quality of product to their buyers in order to achieve higher profits. It represent all list of
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task which are covers during research project. This structure is create dynamic culture
with in team members which are explain bellow:
A Gantt chart: It is provide information related to time, which task want how
much time to completion. So that researcher is carry out program in an effective
manner. Management of an organisation used Gantt chart in order to control
manufacturing action effectively. It provide graphical representation of several activities,
so that investigator as well as administration both are track specific part of work of
project whether it is completing on time or not. CRM system are used by organisation
and its impact effect their performance positivity. So that, when investigator prepare
Gantt chart they are gather all relevant information to completing whole project on given
time frame. In this, listed all sub function on vertical and its associated time on
horizontal axis that are explain time intervals between activities (Lai and Ong, 2010).
Management of an organisation used this method in order to manage or arrange action
with time scale and each one of task shows in shaded proportion of wind up phase.
Gantt chart oh this given chart are explain as follows:
 Kinds of work including in research project.
 Identify which activities of the research are shows overlapping with other actions.
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 Schedule each sub - functions form start to end point in order to complete
project.
 Duration of time taken by researcher to competing all program task in an
effective.
Work activities:
TASK 2
P4 Conducting small research by applying quantitative and qualitative methodology
Research on CRM system has beneficial of organisation to run whole business in
an effective ways. Through this, they are able to achieve aim in limited period of time. In
order to know impact of customers relationship management software on firm
performance. For this conducting research and gather relevant information and data on
given report topic. There are two method of arranging information secondary and
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primary (Lin and Chen, 2012). Investigator selecting best appropriate sources
according to their needs and objectives in order to draw valid result effectively.
Primary sources: In this sources of method, researcher are collecting data from
first hand sources. Form this, they are used different kind of method like observation,
case study, survey, questionnaire,focus group, experimentation and many more. It is a
qualitative as well as quantitative in nature. Two types of data collection method are
discus below: Qualitative research method: It is a analytical in nature. Qualitative data
collection method are used to thought, opinion, thinking, perception etc. of
customers related to firm product and services. The main techniques of gather
information in this method is group discussion, individual interviews, participation
etc. Quantitative research method: It is a numerical expression of all information.
Quantitative method of collecting data emphasising objectives measurements
and statistical or mathematical analysis (Shang, 2012). Some important
techniques of collecting data through this method are questionnaire, survey, polls
and many more.
QUESTIONNAIRE
NAME:
AGE:
GENDER:
MAIL ID:
ADD:
Q1). What is you gender?
 Male
 Female
Q2). What is you annual wage?
 25K Euros
 25-40k Euros
 40k Euros Above
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Q3) Dose digitalisation create impact on profitability of an organisation?
 Yes
 No
Q4) How well the CRM implementation will assist organisation to consider their
clients?
 Extremely
 Very well
 Moderate
 Not well
Q5) What types of benefits SAP is availed by the execution of consumer relationship
management within their organisation?
 Better customers relationship
 Improve ability of cross sell
 Greater clients satisfaction
 Cost saving
Q6). In which form, CRM affect in sales enhancement and profitability of the company?
 Increase sales
 Reduce work load
 Manage clients relationship
Q7). Is organisation resolving clients issues through the assistance of CRM software?
 Yes
 No
Q8). In the term of item value, is association assist in undertaking the rival benefit at
competitive marketplace?
 Yes
 No
Q9) According to your views, which technique is most efficient to manage suitable
consumer and organisation relationship for maximum period of time?
 Advertisement
 Social Sites
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