SAP CRM

Chandrakant Agarwal is a certified SAP CRM and SAP ERP MM consultant currently working as a CRM solutions architect for Owens Corning. With over 10 years of practical CRM experience, Chandrakant has worked on multiple projects around core areas of marketing, sales and service with different CRM applications like customer Interaction Center and Web Channel. He has worked in multiple industries like manufacturing, high-tech, and energy and chemical. His strong business background in CRM processes includes sales and marketing, e-commerce functional consulting in base configuration, master data management, service, customer Interaction Center, Web UI CRM 7.0, IPC, middleware, and groupware.

Acknowledgments
Introduction to SAP CRM
Customer Relationship Management
Architecture
Business Functions and Applications
Summary
Master Data Configuration
Organizational Management
Business Partners
Products
Pricing
Vendors
Summary
SAP CRM Middleware
Role and Function
Data Exchange with SAP ERP
Data Exchange with an External System
Data Exchange with SAP BusinessObjects Business Intelligence
System Setup
Summary
Business Transactions in SAP CRM
Structure and Concepts of a Business Transaction
Partner Processing
Product Determination
Campaign Determination
Text, Date, and Status Management
Actions
Service Functions in Business Transactions
Special Functions in Business Transactions
Summary
Marketing
Marketing Plans and Campaign Management
Segmentation
External List Management
Lead Management
Loyalty Management
Product Proposals
Summary
Sales
Activity Management
Opportunity Management
Sales Contracts
Quotations
Sales Order
Summary
Service
Installed Base Management
Warranty Management
Service Contract Management
Service Order Management
Service Request Management
Complaints and Returns
Service Resource Planning
Summary
WebClient UI
Framework
Component Architecture
Business Roles
Configuring and Customizing
Application Enhancement Tool
Summary
Interaction Center
Business Functions
Computer Telephony Integration
Multichannel Integration
Account Identification and Account Fact Sheets
Interaction Records
Agent Inbox
Business Transaction Routing
Call List Management
Interactive Scripting
Knowledge Search
Email Response Management System
Summary
Web Channel
E-Commerce Architecture
Business Functions
B2B SAP CRM Web Channel
B2C SAP CRM Web Channel
Product Catalog
XCM Settings
User Management
Web Channel Experience Management
Summary
SAP CRM Mobile Technology
SAP CRM Mobile Overview
SAP CRM Mobile Business Functions
Implementing SAP CRM Mobile
Summary
SAP Cloud for Customer
SAP Customer Engagement and Commerce Strategy
Landscape
Capabilities and Features
SAP Cloud for Sales
SAP Cloud for Services
SAP Cloud for Social Engagement
SAP Digital for Customer Engagement
SAP Cloud for Customer Extensions
SAP Cloud for Customer Integrations
Summary
Analytics
SAP Business Warehouse Reporting
Interactive Reporting
SAP CRM Analytics Powered by SAP HANA
Summary
Performance Analysis
SAP CRM System Workload Analysis
Perform and Analyze Traces
Summary
The Author
Index