mySAP CRM: The Offcial Guidebook to SAP CRM Release 4.0 (Hardcover)

by Rudiger Buck-Emden (Author), Peter Zencke (Author) "Why are market leaders such as Mercedes-Benz, Dell, or Wal-Mart more successful than their competitors?..." (more)
Key Phrases: collaborative business maps, interaction center agents, customer interaction cycle, Solution Manager, Best Practices, Web Application Server (more...)

Editorial Reviews

Product Description
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!

Product Details

• Hardcover: 450 pages
• Publisher: SAP PRESS; 1 edition (May 2004)
• Language: English
• ISBN-10: 1592290299
• ISBN-13: 978-1592290291
• Product Dimensions: 9.7 x 6.5 x 1.1 inches
• Shipping Weight: 1.8 pounds
• Average Customer Review: 3.2 out of 5 stars See all reviews (4 customer reviews)
• Amazon.com Sales Rank: #719,004 in Books (See Bestsellers in Books)

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Customer Reviews

Most Helpful Customer Reviews

7 of 7 people found the following review helpful:

3.0 out of 5 stars Official Guide, February 7, 2005

By	Anissa (St. Louis, MO USA) - See all my reviews

This book is good if you want an overview of what SAP CRM has to offer. However, if you are looking for technical information, I wouldn't purchase this book.

4 of 5 people found the following review helpful:

2.0 out of 5 stars Good overview, February 28, 2006

By	N. Lira (LA, CA USA) - See all my reviews (REAL NAME)

If you are looking for an overview into CRM in general, this is a good book. If you want to learn anything in depth about SAP CRM this will not help you. There is nothing specific here about SAP CRM, no how to's, transactions, not even a detail explanation or example of a BDoc.

0 of 2 people found the following review helpful:

4.0 out of 5 stars mature CRM offering, October 3, 2006

By	W Boudville (Terra, Sol 3) - See all my reviews (TOP 50 REVIEWER)    (REAL NAME)

SAP has recently been pushing hard its mySAP, in part to reach a larger market. Here, we see the buildout of its CRM version 4. Replete with many use cases [examples] to help the reader gain expertise. One case is to generate a repair order. The screen capture for this example depicts a GUI that is rich in many options that the reader might need for her situation.

Another big feature is the mySAP CRM Interaction Centre. Think of this as souped up help desks. With advanced searching of the data base of previous help queries and replies. So that the help desk personnel can productively make use of accumulated experience, and more quickly solve a user's problem.

The book also stresses efficient channel management, and that partners should be integrated into CRM for competitive advantages.

Much to read about.