Master the business processes and configuration for SAP Customer Relationship Management! This guide offers the details you need about key SAP CRM functionality and customization. Understand the key SAP CRM business processes and then configure the system for marketing, sales, and service. From master data to middleware to the web UI, get the answers you need to tailor SAP CRM for your own requirements.Topic Highlights Deployment options WebClient UI Middleware Master data configuration Business transactions Marketing, sales, and service Mobile technology Analytics Workload analysis Interaction Center SAP Hybris Cloud for Customer (C4C)
Highlights:
Deployment options
Web Client
Middleware
Master data configuration
Transactions
Business transactions
Marketing, sales, and service
Mobile technology
Analytics
Workload analysis
Reihe
Sprache
Verlagsort
Zielgruppe
Editions-Typ
Maße
Höhe: 22.9 cm
Breite: 17.5 cm
ISBN-13
978-1-4932-1039-8 (9781493210398)
Schweitzer Klassifikation
Autor*in
Chandrakant Agarwal is a certified SAP CRM and SAP ERP MM consultant currently working as a CRM solutions architect for Owens Corning. With over 10 years of practical CRM experience, Chandrakant has worked on multiple projects around core areas of marketing, sales and service with different CRM applications like customer Interaction Center and Web Channel. He has worked in multiple industries like manufacturing, high-tech, and energy and chemical. His strong business background in CRM processes includes sales and marketing, e-commerce functional consulting in base configuration, master data management, service, customer Interaction Center, Web UI CRM 7.0, IPC, middleware, and groupware.
. Acknowledgments . 15
1 . Introduction to SAP CRM . 17
1.1 . Customer Relationship Management . 17
1.2 . Architecture . 19
1.3 . Business Functions and Applications . 20
1.4 . Summary . 29
2 . Master Data Configuration . 31
2.1 . Organizational Management . 31
2.2 . Business Partners . 50
2.3 . Products . 65
2.4 . Pricing . 78
2.5 . Vendors . 95
2.6 . Summary . 98
3 . SAP CRM Middleware . 99
3.1 . Role and Function . 99
3.2 . Data Exchange with SAP ERP . 101
3.3 . Data Exchange with an External System . 125
3.4 . Data Exchange with SAP BusinessObjects Business Intelligence .133
3.5 . System Setup . 135
3.6 . Summary . 152
4 . Business Transactions in SAP CRM . 153
4.1 . Structure and Concepts of a Business Transaction . 153
4.2 . Partner Processing . 165
4.3 . Product Determination . 174
4.4 . Campaign Determination . 190
4.5 . Text, Date, and Status Management . 196
4.6 . Actions . 215
4.7 . Service Functions in Business Transactions . 230
4.8 . Special Functions in Business Transactions . 247
4.9 . Summary . 263
5 . Marketing . 265
5.1 . Marketing Plans and Campaign Management . 265
5.2 . Segmentation . 291
5.3 . External List Management . 311
5.4 . Lead Management . 316
5.5 . Loyalty Management . 325
5.6 . Product Proposals . 327
5.7 . Summary . 340
6 . Sales . 341
6.1 . Activity Management . 342
6.2 . Opportunity Management . 355
6.3 . Sales Contracts . 363
6.4 . Quotations . 378
6.5 . Sales Order . 387
6.6 . Summary . 430
7 . Service . 431
7.1 . Installed Base Management . 431
7.2 . Warranty Management . 447
7.3 . Service Contract Management . 458
7.4 . Service Order Management . 472
7.5 . Service Request Management . 497
7.6 . Complaints and Returns . 503
7.7 . Service Resource Planning . 514
7.8 . Summary . 517
8 . WebClient UI . 519
8.1 . Framework . 519
8.2 . Component Architecture . 525
8.3 . Business Roles . 532
8.4 . Configuring and Customizing . 542
8.5 . Application Enhancement Tool . 559
8.6 . Summary . 564
9 . Interaction Center . 565
9.1 . Business Functions . 565
9.2 . Computer Telephony Integration . 571
9.3 . Multichannel Integration . 577
9.4. Account Identification and Account Fact Sheets . 580
9.5 . Interaction Records . 591
9.6 . Agent Inbox . 592
9.7 . Business Transaction Routing . 596
9.8 . Call List Management . 598
9.9 . Interactive Scripting . 601
9.10 . Knowledge Search . 602
9.11 . Email Response Management System . 602
9.12 . Summary . 609
10 . Web Channel . 611
10.1 . E-Commerce Architecture . 611
10.2 . Business Functions . 614
10.3 . B2B SAP CRM Web Channel . 619
10.4 . B2C SAP CRM Web Channel . 620
10.5 . Product Catalog . 621
10.6 . XCM Settings . 632
10.7 . User Management . 639
10.8 . Web Channel Experience Management . 641
10.9 . Summary . 642
11 . SAP CRM Mobile Technology . 643
11.1 . SAP CRM Mobile Overview . 643
11.2 . SAP CRM Mobile Business Functions . 644
11.3 . Implementing SAP CRM Mobile . 645
11.4 . Summary . 660
12 . SAP Cloud for Customer . 661
12.1 . SAP Customer Engagement and Commerce Strategy . 662
12.2 . Landscape . 663
12.3 . Capabilities and Features . 664
12.4 . SAP Cloud for Sales . 672
12.5 . SAP Cloud for Services . 676
12.6 . SAP Cloud for Social Engagement . 679
12.7 . SAP Digital for Customer Engagement . 681
12.8 . SAP Cloud for Customer Extensions . 681
12.9 . SAP Cloud for Customer Integrations . 685
12.10 . Summary . 692
13 . Analytics . 695
13.1 . SAP Business Warehouse Reporting . 695
13.2 . Interactive Reporting . 701
13.3 . SAP CRM Analytics Powered by SAP HANA . 703
13.4 . Summary . 705
14 . Performance Analysis . 707
14.1 . SAP CRM System Workload Analysis . 707
14.2 . Perform and Analyze Traces . 710
14.3 . Summary . 714
. The Author . 715
. Index . 717
