Discover what SAP CRM is and whether it s right for your business Learn from practical customer examples and real world insight New coverage of mobility, incident management, partner channel management, and more 2nd edition: Fully updated and expanded It s a fact: companies that lose their customer undivided attention and sight of their customers needs will lose those customers. SAP CRM provides you with the tools you need to attract and retain quality customers. Whether you re new to SAP or need to brush up on SAP CRM, this book will explain the core areas of CRM in an easy-to-understand manner. Perfect for managers and consultants, this book comprehensively explains what SAP CRM is, how it can improve your relationship with your customers, and how it can enhance cost effectiveness while improving profitability. Achieve customer-driven growth and explore the different ways SAP CRM can be integrated into your business. Supported by customer examples and practical insight, learn how SAP CRM works in the real world. Highlights - Marketing, sales, and service - Interaction centers - Web channels - Mobile applications - Partner channel management - Master data - Industry verticals
SAP CRM provides you with the tools you need to attract and retain quality customers. Whether you re new to SAP or need to brush up on SAP CRM, this book will explain the core areas of CRM in an easy-to-understand manner.
This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center. You'll discover what the SAP CRM Interaction Center is, and learn how to maximize it through customization and enhancement. Each chapter describes specific functions, explains why they are useful, and then demonstrates how to use and customize them. Topics covered include Computer Telephony Integration and Multi-Channel Integration, the different types of Interaction Centers, IC Marketing, IC Service, Shared Services Center, Telesales, and much more. You'll also learn about customer success stories and SAP's current and future plans. This book is up to date for CRM 2007, but also provides useful information for all versions of the IC, including tips and suggestions on why it is beneficial to upgrade. Whether you're a newcomer to SAP CRM and need an introduction to the Interaction Center, or you're a current SAP CRM IC user who wants to know what's new and find out how to customize your options, this book will give you the answers you need.
This is a must-have resource for anyone interested in learning how to optimize and maximize the SAP CRM Interaction Center.
