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Intent of this Post-Presentation Series

This is one in a series of postings by the presenters of the SAP Insider Conference “CRM 2008” held in Las Vegas, March 2-5.  The comment/talkback feature below provides an opportunity for attendees to interact directly with the presenters and comment or ask questions about their respective CRM presentations.

Title of the Session

Panel Discussion: Strategies to guide SAP CRM implementations, rollouts, and upgrades by Eastman Chemical


As most of us know who have been involved in the start up of large projects, it’s a tough job.  At the same time, it can be very rewarding. 

  • Eastman plans to go live with the first phase of our IC Webclient project on March 11.  We’ve had to postpone the “go live” date from a mid-February timeframe so that we could be sure all of the “moving parts” were working together. 
  • Our IC Webclient project will initially focus on a small group of Customer Service Representatives (CSRs) in a typical call center structure. 
  • Phases to come later will focus on CSRs who are aligned more closely to specific customers (higher service level). 
  • We’re excited about the potential for this new capability and the potential to support our customer segmentation strategy. 
  • The BCM (Business Communications Manager) integrates very effectively with the IC WebClient and provides the type of telephony capability needed to maximize the capabilities of the CRM application. 
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