Product Description

In today s competitive business environment, maintaining a strong relationship with core customers is essential, particularly in the service area. With SAP CRM 2007, you can achieve optimal performance of your service processes and successfully position your company with your customers. This book covers the core business principles and mechanisms of CRM processes and teaches you how to implement and customize SAP CRM 2007 to achieve these goals and meet your specific requirements.

Beginning with an introduction to the functionality, new interface, and relevant master data of SAP CRM 2007, readers get volumes of practical insights into the power of the service area. Everything from order management, resource planning, and mobile services to complaint management is covered. In addition, you ll find clear process descriptions, basic customizing settings, and step-by-step guidelines that illustrate the process design options.

With this book, you ll discover critical success factors for your SAP CRM 2007 implementation, and gain practical insights from a real-life examples, that you can put to use immediately within your organization.

Highlights:

• Business Knowledge: Customer Relationship Management Essentials
• Key Functionality: User Interface, Warranty, and Complaint Processing, Product Service Letters, Service Contracts, Service Resource Planning
• Processes and Customizing: Service Order Management, Service and Repairs Processing (Inhouse and Field Service), Reactive and Proactive Complaint Management, Warranty and Claim Management, and more
• Critical Implementation Success Factors: Procedure Model, Change Management, Data Quality, Test Strategy
• Real-Life Example from a Customer Project

Product Details

• Amazon Sales Rank: #651048 in Books
• Published on: 2009-01-01
• Original language: English
• Binding: Hardcover
• 382 pages

About the Author
Markus Kirchler is a member of the Board of Management at Mieschke Hofmann und Partner (MHP) leading the CRM business area. Dirk Manhart and Jörg Unger are managers at MHP holding key roles in the CRM area. All three authors have a consulting approach in common, which strives to optimize a synthesis of process and IT consulting for improving customer value.