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!