Mysap Crm

Dr. Rüdiger Buck-Emden ist Diplom-Informatiker und bekleidet bei der SAP AG seit 1990 leitende Funktionen in den Bereichen Strategische Planung, Entwicklung und Produktmanagement, u. a. als Vorstandsassistent von Prof. Dr. Hasso Plattner. Gegenwärtig ist er als Vice President für das Gebiet CRM Architecture & Technology zuständig. Veröffentlichung zahlreicher Fachpublikationen.

Foreword ... 131. Introduction: The Customer as a new old Center ... 152 The new New Economy ... 17... Profitable Internet Business Models ... 17... New Possibilities for Shaping Business Processes ... 17... Purchasing and Sales Processes Grow Together ... 18... From e-Commerce to e-Business and m-Business ... 19... Externalizing Processes ... 193 Customer Relationship Management in the new NewEconomy ... 21... Customer Relationships in the new New Economy ... 21... What is Customer Relationship Management? ... 21... What Customers Demand of CRM Software ... 27... The Influence of IT ... 29... The Market for CRM Solutions ... 314 The Functional Structure of CRM Solutions ... 33... Operational CRM ... 33... Collaborative CRM ... 34... Analytical CRM ... 355 mySAP.com - SAP's e-Business Platform ... 37... Elements of mySAP.com ... 37... Cross Industry Solutions ... 38... mySAP Enterprise Portals - User Oriented Integration Platform ... 41... mySAP Exchanges - Platform for Internet Based Business Transactions ... 44... mySAP Industry Solutions ... 46... mySAP Technology ... 47... mySAP Services ... 48... mySAP Hosted Solutions ... 486 Basic Principles of the mySAP CRM Solution ... 51... Overview ... 51... Portal-based mySAP CRM ... 52... Role Specific Work Centers ... 52... Integration of Office Functions ... 547 mySAP CRM - Comprehensive Functions ... 57... The Phases of the Customer Interaction Cycle ... 57... Customer Engagement ... 58... Business Transaction ... 73... Order Fulfillment ... 99... Customer Service ... 1128 mySAP CRM - Key Capabilities and Business Scenarios ... 133... Marketing Management ... 134... Sales ... 134... E-Selling ... 135... Field Sales ... 136... Interaction Center ... 136... Customer Service ... 137... Field Service & Dispatch ... 138... Integrated Sales Planning ... 138... Leasing & Asset Management ... 1389 E-Selling With mySAP CRM - The Internet as a Strategic Sales Channel ... 139... Electronic Selling Beyond the Shopping Basket ... 139... Strategic Competitive Advantages With Electronic Selling ... 141... Selected E-Selling Business Scenarios ... 145... E-Selling With mySAP CRM ... 15110 mySAP CRM for the Interaction Center ... 171... Overview ... 171... Call Center Becomes Interaction Center ... 171... The SAP Interaction Center Solution ... 17311 mySAP CRM Solutions for Mobile Users ... 183... Wireless Data Processing as a Basis for Mobile Business ... 183... Examples of the Uses of Mobile Applications ... 184... Mobile Business With SAP ... 186... The Future of M-Business Applications ... 19512 Collaborative CRM for Cross-Enterprise Cooperation ... 197... Introduction ... 197... Collaborative Business Maps ... 197... Examples of Collaborative Business Processes in mySAP CRM ... 201... Collaborative Business Maps as a Basis for Calculation of Business Profitability ... 205... The Next Step: Distributed Order Management ... 20613 Analytical CRM - Decision Making Support for Departments and Business Management ... 209... Introduction ... 209... The Structure of Analytical CRM Applications ... 210... Analytical CRM as a Component of mySAP CRM ... 221... Market Tendencies ... 22914 Workforce Management with mySAP CRM ... 233... What is Workforce Management? ... 233... Why is Workforce Management Part of CRM? ... 233... The mySAP CRM Workforce Management Solution ... 23415 Implementing mySAP CRM in Enterprises ... 239... Introduction ... 239... Factors of Success in the Implementation of CRM ... 239... SAP Solution Architect and SAP Solution Manager ... 241... AcceleratedSAP for mySAP CRM ... 242... Best Practices for mySAP CRM ... 247... SAP's mySAP CRM Implementat