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 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 SAP CRM 4.0, on the basis of SAP NetWeaver, 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