SAP Crm: Business Processes and Configuration (Hardcover)

... Acknowledgments ... 15 1 ... Introduction to SAP CRM ... 17 1.1 ... Customer Relationship Management ... 17 1.2 ... Architecture ... 19 1.3 ... Business Functions and Applications ... 20 1.4 ... Summary ... 29 2 ... Master Data Configuration ... 31 2.1 ... Organizational Management ... 31 2.2 ... Business Partners ... 50 2.3 ... Products ... 65 2.4 ... Pricing ... 78 2.5 ... Vendors ... 95 2.6 ... Summary ... 98 3 ... SAP CRM Middleware ... 99 3.1 ... Role and Function ... 99 3.2 ... Data Exchange with SAP ERP ... 101 3.3 ... Data Exchange with an External System ... 125 3.4 ... Data Exchange with SAP BusinessObjects Business Intelligence ...133 3.5 ... System Setup ... 135 3.6 ... Summary ... 152 4 ... Business Transactions in SAP CRM ... 153 4.1 ... Structure and Concepts of a Business Transaction ... 153 4.2 ... Partner Processing ... 165 4.3 ... Product Determination ... 174 4.4 ... Campaign Determination ... 190 4.5 ... Text, Date, and Status Management ... 196 4.6 ... Actions ... 215 4.7 ... Service Functions in Business Transactions ... 230 4.8 ... Special Functions in Business Transactions ... 247 4.9 ... Summary ... 263 5 ... Marketing ... 265 5.1 ... Marketing Plans and Campaign Management ... 265 5.2 ... Segmentation ... 291 5.3 ... External List Management ... 311 5.4 ... Lead Management ... 316 5.5 ... Loyalty Management ... 325 5.6 ... Product Proposals ... 327 5.7 ... Summary ... 340 6 ... Sales ... 341 6.1 ... Activity Management ... 342 6.2 ... Opportunity Management ... 355 6.3 ... Sales Contracts ... 363 6.4 ... Quotations ... 378 6.5 ... Sales Order ... 387 6.6 ... Summary ... 430 7 ... Service ... 431 7.1 ... Installed Base Management ... 431 7.2 ... Warranty Management ... 447 7.3 ... Service Contract Management ... 458 7.4 ... Service Order Management ... 472 7.5 ... Service Request Management ... 497 7.6 ... Complaints and Returns ... 503 7.7 ... Service Resource Planning ... 514 7.8 ... Summary ... 517 8 ... WebClient UI ... 519 8.1 ... Framework ... 519 8.2 ... Component Architecture ... 525 8.3 ... Business Roles ... 532 8.4 ... Configuring and Customizing ... 542 8.5 ... Application Enhancement Tool ... 559 8.6 ... Summary ... 564 9 ... Interaction Center ... 565 9.1 ... Business Functions ... 565 9.2 ... Computer Telephony Integration ... 571 9.3 ... Multichannel Integration ... 577 9.4... Account Identification and Account Fact Sheets ... 580 9.5 ... Interaction Records ... 591 9.6 ... Agent Inbox ... 592 9.7 ... Business Transaction Routing ... 596 9.8 ... Call List Management ... 598 9.9 ... Interactive Scripting ... 601 9.10 ... Knowledge Search ... 602 9.11 ... Email Response Management System ... 602 9.12 ... Summary ... 609 10 ... Web Channel ... 611 10.1 ... E-Commerce Architecture ... 611 10.2 ... Business Functions ... 614 10.3 ... B2B SAP CRM Web Channel ... 619 10.4 ... B2C SAP CRM Web Channel ... 620 10.5 ... Product Catalog ... 621 10.6 ... XCM Settings ... 632 10.7 ... User Management ... 639 10.8 ... Web Channel Experience Management ... 641 10.9 ... Summary ... 642 11 ... SAP CRM Mobile Technology ... 643 11.1 ... SAP CRM Mobile Overview ... 643 11.2 ... SAP CRM Mobile Business Functions ... 644 11.3 ... Implementing SAP CRM Mobile ... 645 11.4 ... Summary ... 660 12 ... SAP Cloud for Customer ... 661 12.1 ... SAP Customer Engagement and Commerce Strategy ... 662 12.2 ... Landscape ... 663 12.3 ... Capabilities and Features ... 664 12.4 ... SAP Cloud for Sales ... 672 12.5 ... SAP Cloud for Services ... 676 12.6 ... SAP Cloud for Social Engagement ... 679 12.7 ... SAP Digital for Customer Engagement ... 681 12.8 ... SAP Cloud for Customer Extensions ... 681 12.9 ... SAP Cloud for Customer