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Service with SAP CRM

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Service with SAP CRM
Stechies

Contents at a Glance

1 Introduction to CRM ....................................................
2 Service with SAP CRM – Overview of Functions .........
3 Service with SAP CRM – Processes and Customizing ..
4 Critical Success Factors for CRM Projects ...................
5 Example from the Automotive Industry ......................
6 Summary ......................................................................
A Operating a CRM System with ITIL .............................
B References ....................................................................
C Authors ........................................................................
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Contents

Introduction................................................................................... 13
1 Introduction to CRM .................................................... 19
1.1 Key Concepts and Control Mechanisms in Customer Relationship Management .........
1.1.1 Customer Focus ...................................................
1.1.2 Customer Satisfaction ..........................................
1.1.3 Customer Retention ............................................
1.1.4 Customer Lifecycle ..............................................
1.1.5 Control Mechanisms in CRM ...............................
1.2 Service Management as Part of CRM .............................
1.2.1 Service and Service Management ........................
1.2.2 Service Portfolio as a Differentiation Factor .........
1.2.3 Challenges in Service Management ......................
1.3 Software Support for CRM .............................................
1.3.1 The Future Significance of CRM Solutions ............
1.3.2 Benefits to Companies of Integrated CRM Systems .......................
1.4 Customer Relationship Management with SAP CRM ......
1.4.1 SAP CRM Roadmap .............................................
1.4.2 Overview of SAP CRM .........................................
1.5 Service Management with SAP CRM ..............................
1.5.1 Service Sales and Marketing ................................
1.5.2 Service Contract Management .............................
1.5.3 Installed Base Management .................................
1.5.4 Customer Service and Support .............................
1.5.5 Field Service Management ..................................
1.5.6 Depot Repair .......................................................
1.5.7 Warranty and Claim Management .......................
1.5.8 Service Parts Management ..................................
1.6 Service with SAP CRM or SAP ERP CS – a Comparison ...
1.6.1 Service Operations ..............................................
1.6.2 Service Sales ........................................................
1.6.3 Other Functions and Processes ............................
1.6.4 Conclusion ..........................................................
1.7 Architecture of SAP CRM Systems .................................
1.8 Summary .......................................................................
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2 Service with SAP CRM – Overview of Functions ......... 65
2.1 User Interface ................................................................
2.1.1 UI Configuration Tool ..........................................
2.1.2 Component Enhancement ...................................
2.2 Master Data and Basic Functions ...................................
2.2.1 Master Data ........................................................
2.2.2 Basic Functions ...................................................
2.3 Service Order Management ...........................................
2.3.1 Process Flow .......................................................
2.3.2 Service Quotations ..............................................
2.3.3 Service Orders .....................................................
2.4 Warranty Processing ......................................................
2.5 Complaint Processing ....................................................
2.5.1 Process Flow .......................................................
2.5.2 Special Functions ................................................
2.5.3 Follow-Up Functions ...........................................
2.5.4 Supported Scenarios ............................................
2.5.5 Communication Channels ....................................
2.6 Product Service Letters and Recalls ................................
2.6.1 Product Updates .................................................
2.6.2 Recalls .................................................................
2.7 Service Contracts ...........................................................
2.7.1 Process Flow .......................................................
2.7.2 Functions in SAP CRM .........................................
2.7.3 Functions Available Through Integration With Other SAP Components ..................
2.8 Service Resource Planning .............................................
2.8.1 Process Flow .......................................................
2.8.2 Functions ............................................................
2.9 Mobile Service ...............................................................
2.9.1 Organizational Support ........................................
2.9.2 Service Order Processing .....................................
2.9.3 Service Support Functions ...................................
2.10 SAP Business Communication Management ...................
2.10.1 Overview and Functionality ...............................
2.10.2 Interaction Center .............................................
2.10.3 Softphone .........................................................
2.10.4 User Administration ..........................................
2.10.5 Routing Management .......................................
2.10.6 Organizational Tools ..........................................
2.10.7 System Administration ......................................
2.10.8 Monitoring and Analysis ...................................
2.11 Summary .......................................................................
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3 Service with SAP CRM – Processes and Customizing ... 121
3.1 Basis Customizing ..........................................................
3.1.1 Organizational Plan ...........................................
3.1.2 User Role ..........................................................
3.1.3 Customer ..........................................................
3.1.4 Product .............................................................
3.2 Service Order Management ...........................................
3.2.1 Process Display .................................................
3.2.2 Customizing in the System ................................
3.3 Service and Repairs Processing (In-House) .....................
3.3.1 Process Display .................................................
3.3.2 Customizing in the System ................................
3.4 Service and Repairs Processing (Field Service) ................
3.4.1 Process Display .................................................
3.4.2 Customizing in the System ................................
3.5 Reactive Complaints Management .................................
3.5.1 Process Display .................................................
3.5.2 Customizing in the System ................................
3.5.3 Intelligent Solution Database ............................
3.6 Proactive Complaints Management ................................
3.6.1 Process Display .................................................
3.6.2 Customizing in the System ................................
3.7 Service Case Management .............................................
3.7.1 Process Display .................................................
3.7.2 Customizing in the System ................................
3.8 Service Resource Planning .............................................
3.8.1 Process Display ...................................................
3.8.2 Customizing in the System ..................................
3.9 Service Contract Management .......................................
3.9.1 Process Display ...................................................
3.9.2 Customizing in the System ..................................
3.10 Warranty Management ..................................................
3.10.1 Process Display ...................................................
3.10.2 Customizing in the System ..................................
3.11 Summary .......................................................................

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4 Critical Success Factors for CRM Projects ...................

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4.1 General Success Factors .................................................
4.2 Critical Success Factor – Procedure Model .....................
4.3 Critical Success Factor – Change Management ...............
4.3.1 Introduction to Change Management ..................
4.3.2 Reasons for Change Management ........................
4.3.3 Ideal Change Management Procedure Model ......
4.4 Critical Success Factor – Data Quality ............................
4.4.1 Duplicate Handling in the Standard SAP System ....
4.4.2 Integrating Address Management Software into SAP Systems ................
4.4.3 Data Quality Activities in the CRM Project ..........
4.5 Critical Success Factor – Test Strategy ............................
4.5.1 Test Model ..........................................................
4.5.2 Test Phases ..........................................................
4.5.3 Test Preparation ..................................................
4.5.4 Test Implementation ...........................................
4.6 Summary .......................................................................
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5 Example from the Automotive Industry ....................... 329
5.1 Fundamentals of the Automotive Industry .....................
5.2 Customer Interaction Center ..........................................
5.2.1 Overview ............................................................
5.2.2 Functional Areas .................................................
5.3 Complaints Management ...............................................
5.3.1 Customer Case/Task in Complaints Management .......
5.3.2 Creating a Case/Task ...........................................
5.3.3 Processing a Case/Task ........................................
5.3.4 Closing a Case/Task .............................................
5.3.5 Proactive Complaints Management .....................
5.4 Recall Management .......................................................
5.4.1 Preparing for a Recall ..........................................
5.4.2 Conducting a Recall .............................................
5.4.3 Recall Reports .....................................................
5.5 Summary .......................................................................
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6 Summary ....................................................................... 357
   
Appendices ....................................................................................... 361
A Operating a CRM System with ITIL ..........................................
B References ..............................................................................
C Authors ...................................................................................
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371
373
   
Index .................................................................................. 375


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