In a customer-driven world, managing your relationships with existing and prospective customers is a must. Whether you’re a CRM specialist, consultant, or decision-maker who’s considering SAP, this detailed, reader-friendly reference will teach you how to achieve customer-driven growth and retention with SAP CRM. With concise, simple explanations, you’ll learn how each SAP CRM component works, the advantages they offer, and how this fully integrated package will help you overcome the challenges facing today’s companies.1. Discover What CRM is All AboutRead the topic overviews, definitions of terminology, and clear explanations of business processes.2. Gain Essential KnowledgeFind out what each powerful component in SAP CRM provides, how you can use it, and identify how it can work with your business.3. Align SAP CRM to Your BusinessWho are your customers? What IT functions do you need? What are your industry requirements or pain points? Find the answers to all of your CRM questions.4. Learn How SAP CRM Works in the Real WorldExplore in-depth case studies and find out how companies supplemented their business processes with SAP’s offerings, and what lessons they learned along the way.5. Updated Second EditionThis book is updated for SAP CRM 7.0 with new screenshots, information on mobile technology and strategies, and much more.Highlights include:
- Marketing, Sales, and Service
- Interaction Center
- Web Channel Experience Management
- Customer interaction channels
- Mobile applications and devices
- SAP technology
- Master data
- Industry verticals
- Partner channels
- Analytics
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 Relationship 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.
