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Day 0 and Day 1 @ SAP CRM 2011 Conference in Orlando, FL, US

Being the flagship event for SAP CRM, it is always exciting to attend this annual event which is about getting the news, views and networking opportunities related to CRM solutions from SAP.

This year the event is being held from Mar 21 - 25 in Orlando, FL, USA. First day being the jumpstart day, the real action began from Day 2 with the keynote session delivered by 'Jujhar Singh', SVP CRM Solutions for SAP.

The message of the keynote presentation was on the need to make a positive customer experience resulting in TRUST for your company. As the cross channel communication is on the rise, companies need to harmonize the processes and data irrespective of the customer touch-point leading to "One trusted View of the customer".

Having this theme to begin with, SAP's thrust of providing solution "On Demand, On Premise and On Device" was very much evident. There was additional emphasis on SAP's unique approach for CRM framework of excellence, having three key elements like Interaction, Operational and Decision Excellence.

Among the key announcements was the launch of 'Sales - On Demand" solution by SAP around Apr 2011. There was a lot of buzz around it with multiple speaker and hands-on sessions planned for it.  SAP later hinted that this could be the end of road for SAP's investment in their existing SAP CRM on-demand solution, which has been in the market for 4-5 years but has yet to get desired traction in terms of adoption.

"Sales-On demand" solution has been built on "By Design" platform with a completely new User Interface. Look and feel of the new UI was very refreshing and distinct than any other existing SAP solution. One can't ignore the Twitter like feeds, integrated object updates, integrated analytics, ERP interface, outlook integration and much more. More details on this solution can be fetched from http://sales.ondemand.com/

Another buzz was around SAP's new web channel platform, which has been due for release for a long time. Tentative timeline for its release is around July 2011. The demo gave the glimpse of what to expect from new solution in terms of common platform for B2C and B2B processes for sales, service and marketing. On the flip side, there might not be a smooth upgrade path for the existing web channel users to this new solution.

Mobility, Social CRM and High Volume Real-time Analytics were the other key focus areas during the keynote address.

Sybase's expected release for Mobile Service and Syclo's joint development with Sybase on its Unwired Platform (SUP) were the discussion points in mobility area. SAP's additional offerings in Social CRM integration (Twitter, Facebook) with SAP CRM clearly demonstrated the upcoming trends.

The day later progressed with multiple sessions on SAP CRM roadmap, enhancements in EhP1 components, Rapid deployment solutions, partner solutions, customer case studies and many others.

The large gathering of customers, consulting companies and analyst clearly demonstrated the excitement in CRM solutions by SAP.  

The day ended with Ask the Expert session and welcome reception with ample opportunity for socializing with other guests.

Will keep posting you all with updates for following days, so stay tuned...

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