This book offers comprehensive advice for exploring all the possibilities and uses of the new CRM solution from SAP. You will learn
about the modern CRM concepts pursued by SAP and how they are incorporated into mySAP CRM 3.0.
After an overview of the basic principles of mySAP CRM, the book describes how the solution integrates into all customer-related business processes, from marketing to sales to service. All functional aspects throughout the entire Customer Interaction Cycle are presented step-by-step and explained with the aid of examples.
Another strong feature of the book is the presentation of functional key areas and business scenarios from mySAP CRM. Different scenarios are illustrated in detail in individual chapters. Finally, the book clearly presents how solutions should be implemented and describes the technology behind mySAP CRM.