MySAP CRM: The Official Guide

Discover all of the most critical functionality, new enhancements, and best practices to maximize the potential of mySAP CRM 4.0.

Learn the essential principles of mySAP CRM as well as detailed techniques for employing this powerful SAP solution in all customer-oriented business processes. Practical, step-by-step examples highlight important functional aspects and guide you through the complete Customer Interaction Cycle. Plus, you'll also discover the ins and outs of key functional areas and benefit from expert advice illustrated throughout with mySAP CRM business scenarios. A fully updated presentation of the implementation methodology, as well as the technical fundamentals of mySAP CRM 4.0, on the basis of SAP NetWeavertm, serve to round out this formidable resource.

Highlights include:

Successful Customer Relationship Management

Business Scenarios and Business Maps

Architecture and Technology of mySAP CRM

Understanding the Customer Interaction Cycle

Marketing Planning: Customer segmentation, trade promotions, lead management, campaign monitoring, and success analysis

Distribution Planning: Sales area management, opportunity management, dispatch, transport, invoicing, monitoring, and analysis

Service: Management of customer installations, job handling and input planning, professional services, and service analytics

Channel Management

SAP NetWeaver

...and much more!

Dr. Rüdiger Buck-Emden, editor and co-author of this book, has worked at SAP AG since 1990, where he has held various different management positions in the areas of Strategic Planning, Development, and Product Management, including work as assistant to executive board member, Prof. Hasso Plattner. He is currently Vice President for the business area of CRM Architecture & Technology. Dr. Rüdiger Buck-Emden is a successful author of many books and publications.