Discover SAP CRM

Acknowledgments 19
Preface 211 Customer Relationship Management 27
... What Are Your Industry Verticals? 28
... What Type of Business Are You In? 28
... Who Are Your Customers? 29
... What Are Your Products and Services? 29
... Core CRM Principles 36
... What Functionality Should Your CRM Application Provide? ... 40
... Conclusion 412 SAP CRM Detailed Overview 43
... What Is SAP CRM? 43
... The Three Key Components of SAP CRM 45
... SAP CRM Marketing 48
... SAP CRM Sales 49
... SAP CRM Service 51
... Analytics 53
... SAP CRM Solutions for Small- and Medium-Size
... Businesses 55
... SAP CRM On-Demand Solutions 58
... Conclusion 58

3 SAP CRM Marketing 61
... SAP CRM Marketing Component 63
... Case Study 77
... Conclusion 784 SAP CRM Sales 79
... Discover SAP CRM Sales 80
... Case Study 96
... Conclusion 985 SAP CRM Service 99
... Discover SAP CRM Service 100
... Business Drivers 118
... Case Study 119
... Conclusion 121

6 SAP CRM Interaction Center 123
... Interaction Center Strategy 125
... Customer-Facing Tools and Interfaces 132
... SAP CRM Interaction Center Capabilities 139
... Case Study 148
... Conclusion 1507 Web Channel Enablement Solution 153
... E-Marketing 156
... E-Commerce (Formerly E-Selling) 158
... E-Service 170
... Web Channel Analytics 173
... Conclusion 1748 SAP CRM Mobile Applications 177
... Introduction to SAP CRM Mobile Technology 179
... SAP CRM Mobile Sales 182
... SAP CRM Mobile Service 191
... Case Study 194
... Conclusion 1969 SAP CRM Partner Channel Management 199
... Why Use Channel Partners? 200
... Channel Management and SAP 201
... Partner Management 203
... Channel Marketing 208
... Channel Sales 212
... Partner Order Management 214
... Channel Service 220
... Partner and Channel Analytics 223
... Case Study 224
... Conclusion 226

10 The Technology and Tools Behind SAP CRM 229
... SAP NetWeaver Introduction 229
... SAP NetWeaver Integration 232
... SAP NetWeaver for

Srini Katta is the founder, President, & CEO of iService Globe, Inc., and ERP, CRM, and BPO solutions company with offices throughout the world. Srini has worked in the design and implementation of Enterprise Resource Planning and Customer Relaionship Management solutions since 1996. Mr. Katta is considered an industry leading CRM expert, and is a resident CRM Expert on SearchSAP.com and SearchCRM.com information portals. Prior to founding iServiceGlobe, Mr. Katta worked as a CRM Practice Manager/Director with Fujitsu Consulting Services.