sap press - service with sap crm
DESCRIPTION
SAP Press - Service With SAP CRMTRANSCRIPT
Marcus Kirchler, Dirk Manhart, Jörg Unger
Service with SAP® CRM
Bonn � Boston
206_Book.indb 3 2/3/09 9:29:08 AM
Contents at a Glance
1 Introduction to CRM ................................................... 19
2 Service with SAP CRM – Overview of Functions ........ 65
3 Service with SAP CRM – Processes and Customizing .. 121
4 Critical Success Factors for CRM Projects .................. 277
5 Example from the Automotive Industry ..................... 329
6 Summary ..................................................................... 357
A Operating a CRM System with ITIL ............................ 363
B References ................................................................... 371
C Authors ........................................................................ 373
206_Book.indb 5 2/3/09 9:29:09 AM
7
Contents
Introduction .................................................................................. 13
1 Introduction to CRM ................................................... 19
1.1 Key Concepts and Control Mechanisms in Customer Relationship Management ............................................ 191.1.1 Customer Focus .................................................. 201.1.2 Customer Satisfaction ......................................... 211.1.3 Customer Retention ........................................... 211.1.4 Customer Lifecycle ............................................. 221.1.5 Control Mechanisms in CRM .............................. 24
1.2 Service Management as Part of CRM ............................. 251.2.1 Service and Service Management ........................ 271.2.2 Service Portfolio as a Differentiation Factor ......... 281.2.3 Challenges in Service Management ..................... 29
1.3 Software Support for CRM ............................................ 311.3.1 The Future Significance of CRM Solutions ........... 321.3.2 Benefits to Companies of Integrated CRM
Systems .............................................................. 321.4 Customer Relationship Management with SAP CRM ..... 35
1.4.1 SAP CRM Roadmap ............................................ 351.4.2 Overview of SAP CRM ........................................ 37
1.5 Service Management with SAP CRM ............................. 421.5.1 Service Sales and Marketing ............................... 441.5.2 Service Contract Management ............................ 451.5.3 Installed Base Management ................................ 471.5.4 Customer Service and Support ............................ 481.5.5 Field Service Management .................................. 491.5.6 Depot Repair ...................................................... 501.5.7 Warranty and Claim Management ...................... 511.5.8 Service Parts Management .................................. 52
1.6 Service with SAP CRM or SAP ERP CS – a Comparison .. 531.6.1 Service Operations ............................................. 541.6.2 Service Sales ....................................................... 571.6.3 Other Functions and Processes ........................... 57
206_Book.indb 7 2/3/09 9:29:09 AM
8
ContentsContents
1.6.4 Conclusion ......................................................... 611.7 Architecture of SAP CRM Systems ................................. 611.8 Summary ...................................................................... 64
2 Service with SAP CRM – Overview of Functions ......... 65
2.1 User Interface ............................................................... 652.1.1 UI Configuration Tool ......................................... 652.1.2 Component Enhancement .................................. 66
2.2 Master Data and Basic Functions .................................. 662.2.1 Master Data ....................................................... 672.2.2 Basic Functions ................................................... 67
2.3 Service Order Management .......................................... 692.3.1 Process Flow ...................................................... 702.3.2 Service Quotations ............................................. 712.3.3 Service Orders .................................................... 72
2.4 Warranty Processing ..................................................... 782.5 Complaint Processing .................................................... 80
2.5.1 Process Flow ...................................................... 812.5.2 Special Functions ................................................ 832.5.3 Follow-Up Functions .......................................... 842.5.4 Supported Scenarios ........................................... 862.5.5 Communication Channels ................................... 87
2.6 Product Service Letters and Recalls ............................... 882.6.1 Product Updates ................................................. 892.6.2 Recalls ................................................................ 90
2.7 Service Contracts .......................................................... 922.7.1 Process Flow ...................................................... 932.7.2 Functions in SAP CRM ........................................ 942.7.3 Functions Available Through Integration With
Other SAP Components ...................................... 962.8 Service Resource Planning ............................................. 97
2.8.1 Process Flow ...................................................... 982.8.2 Functions ........................................................... 99
2.9 Mobile Service .............................................................. 1042.9.1 Organizational Support ....................................... 1052.9.2 Service Order Processing .................................... 1062.9.3 Service Support Functions .................................. 108
206_Book.indb 8 2/3/09 9:29:09 AM
9
ContentsContents
2.10 SAP Business Communication Management .................. 1092.10.1 Overview and Functionality .............................. 1092.10.2 Interaction Center ............................................ 1112.10.3 Softphone ........................................................ 1122.10.4 User Administration ......................................... 1152.10.5 Routing Management ....................................... 1162.10.6 Organizational Tools ......................................... 1162.10.7 System Administration ..................................... 1172.10.8 Monitoring and Analysis ................................... 118
2.11 Summary ...................................................................... 120
3 Service with SAP CRM – Processes and Customizing .. 121
3.1 Basis Customizing ......................................................... 1213.1.1 Organizational Plan .......................................... 1213.1.2 User Role ......................................................... 1273.1.3 Customer ......................................................... 1353.1.4 Product ............................................................ 139
3.2 Service Order Management .......................................... 1473.2.1 Process Display ................................................ 1473.2.2 Customizing in the System ................................ 151
3.3 Service and Repairs Processing (In-House) .................... 1833.3.1 Process Display ................................................ 1833.3.2 Customizing in the System ................................ 188
3.4 Service and Repairs Processing (Field Service) ............... 1903.4.1 Process Display ................................................ 1903.4.2 Customizing in the System ................................ 194
3.5 Reactive Complaints Management ................................ 1953.5.1 Process Display ................................................ 1963.5.2 Customizing in the System ................................ 1993.5.3 Intelligent Solution Database ........................... 218
3.6 Proactive Complaints Management ............................... 2213.6.1 Process Display ................................................ 2213.6.2 Customizing in the System ................................ 223
3.7 Service Case Management ............................................ 2263.7.1 Process Display ................................................ 2263.7.2 Customizing in the System ................................ 228
206_Book.indb 9 2/3/09 9:29:09 AM
10
ContentsContents
3.8 Service Resource Planning ............................................. 2353.8.1 Process Display ................................................... 2363.8.2 Customizing in the System .................................. 238
3.9 Service Contract Management ...................................... 2473.9.1 Process Display ................................................... 2483.9.2 Customizing in the System .................................. 250
3.10 Warranty Management ................................................. 2583.10.1 Process Display ................................................... 2593.10.2 Customizing in the System .................................. 261
3.11 Summary ...................................................................... 276
4 Critical Success Factors for CRM Projects ................... 277
4.1 General Success Factors ................................................ 2784.2 Critical Success Factor – Procedure Model .................... 2794.3 Critical Success Factor – Change Management .............. 284
4.3.1 Introduction to Change Management ................. 2854.3.2 Reasons for Change Management ....................... 2894.3.3 Ideal Change Management Procedure Model ..... 292
4.4 Critical Success Factor – Data Quality ............................ 2994.4.1 Duplicate Handling in the Standard SAP System ... 3034.4.2 Integrating Address Management Software
into SAP Systems ................................................ 3054.4.3 Data Quality Activities in the CRM Project ......... 313
4.5 Critical Success Factor – Test Strategy ............................ 3204.5.1 Test Model ......................................................... 3214.5.2 Test Phases ......................................................... 3234.5.3 Test Preparation ................................................. 3244.5.4 Test Implementation ........................................... 325
4.6 Summary ...................................................................... 327
5 Example from the Automotive Industry ...................... 329
5.1 Fundamentals of the Automotive Industry .................... 3295.2 Customer Interaction Center ......................................... 332
5.2.1 Overview ............................................................ 3325.2.2 Functional Areas ................................................. 332
206_Book.indb 10 2/3/09 9:29:09 AM
11
ContentsContents
5.3 Complaints Management .............................................. 3365.3.1 Customer Case/Task in Complaints
Management ...................................................... 3365.3.2 Creating a Case/Task ........................................... 3375.3.3 Processing a Case/Task ....................................... 3435.3.4 Closing a Case/Task ............................................ 3445.3.5 Proactive Complaints Management .................... 347
5.4 Recall Management ...................................................... 3485.4.1 Preparing for a Recall .......................................... 3505.4.2 Conducting a Recall ............................................ 3515.4.3 Recall Reports .................................................... 355
5.5 Summary ...................................................................... 356
6 Summary ...................................................................... 357
Appendices ........................................................................ 361
A Operating a CRM System with ITIL ......................................... 363B References ............................................................................. 371C Authors .................................................................................. 373
Index ............................................................................................. 375
206_Book.indb 11 2/3/09 9:29:09 AM
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM -
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1 Key Concepts and Control Mechanisms in Custo...
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1.1 Customer Focus
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1.2 Customer Satisfaction
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1.4 Customer Lifecycle
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1.4 Customer Lifecycle
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.1.5 Control Mechanisms in CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2 Service Management as Part of CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2 Service Management as Part of CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2.1 Service and Service Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2.2 Service Portfolio as a Differentiation Factor
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2.3 Challenges in Service Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.2.3 Challenges in Service Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.3 Software Support for CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.3.1 The Future Significance of CRM Solutions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.3.2 Benefits to Companies of Integrated CRM Syst...
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.3.2 Benefits to Companies of Integrated CRM Syst...
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.1 SAP CRM Roadmap
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.1 SAP CRM Roadmap
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.2 Overview of SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.2 Overview of SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.2 Overview of SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.2 Overview of SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.4.2 Overview of SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5 Service Management with SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5 Service Management with SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.1 Service Sales and Marketing
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.2 Service Contract Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.2 Service Contract Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.3 Installed Base Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.4 Customer Service and Support
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.5 Field Service Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.6 Depot Repair
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.7 Warranty and Claim Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.5.8 Service Parts Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6 Service with SAP CRM or SAP ERP CS – a Co...
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.1 Service Operations
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.1 Service Operations
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.1 Service Operations
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.2 Service Sales
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.3 Other Functions and Processes
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.3 Other Functions and Processes
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.3 Other Functions and Processes
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.6.4 Conclusion
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.7 Architecture of SAP CRM Systems
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.7 Architecture of SAP CRM Systems
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 1.8 Summary
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.1.1 UI Configuration Tool
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.1.2 Component Enhancement
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.2.1 Master Data
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.2.2 Basic Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3 Service Order Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.2 Service Quotations
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.3.3 Service Orders
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.4 Warranty Processing
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.4 Warranty Processing
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.2 Special Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.3 Follow-Up Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.3 Follow-Up Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.4 Supported Scenarios
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.5.5 Communication Channels
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.6 Product Service Letters and Recalls
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.6.1 Product Updates
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.6.2 Recalls
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.6.2 Recalls
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.7 Service Contracts
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.7.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.7.2 Functions in SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.7.2 Functions in SAP CRM
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.7.3 Functions Available Through Integration With ...
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8 Service Resource Planning
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.1 Process Flow
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.2 Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.2 Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.2 Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.2 Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.8.2 Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.9 Mobile Service
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.9.1 Organizational Support
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.9.2 Service Order Processing
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.9.2 Service Order Processing
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.9.3 Service Support Functions
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.1 Overview and Functionality
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.1 Overview and Functionality
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.2 Interaction Center
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.3 Softphone
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.3 Softphone
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.3 Softphone
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.4 User Administration
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.5 Routing Management
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.7 System Administration
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.8 Monitoring and Analysis
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.10.8 Monitoring and Analysis
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 2.11 Summary
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.1 Organizational Plan
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.2 User Role
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.3 Customer
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.3 Customer
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.3 Customer
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.3 Customer
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.1.4 Product
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.1 Process Display
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.1 Process Display
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.1 Process Display
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.1 Process Display
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
29-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.2.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.3.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.4.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.4.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.4.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.4.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.4.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5 Reactive Complaints Management
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.3 Intelligent Solution Database
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.3 Intelligent Solution Database
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.5.3 Intelligent Solution Database
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.6.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.6.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.6.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.6.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.6.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.7.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8 Service Resource Planning
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.8.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9 Service Contract Management
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.9.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10 Warranty Management
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.1 Process Display
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
30-07-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.10.2 Customizing in the System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 3.11 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4 Critical Success Factors for CRM Projects
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.1 General Success Factors
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.2 Critical Success Factor – Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.2 Critical Success Factor – Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.2 Critical Success Factor – Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.2 Critical Success Factor – Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.2 Critical Success Factor – Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3 Critical Success Factor – Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.1 Introduction to Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.1 Introduction to Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.1 Introduction to Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.1 Introduction to Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.2 Reasons for Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.2 Reasons for Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.2 Reasons for Change Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.3.3 Ideal Change Management Procedure Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4 Critical Success Factor – Data Quality
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4 Critical Success Factor – Data Quality
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4 Critical Success Factor – Data Quality
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4 Critical Success Factor – Data Quality
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.1 Duplicate Handling in the Standard SAP System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.1 Duplicate Handling in the Standard SAP System
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.2 Integrating Address Management Software int...
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.4.3 Data Quality Activities in the CRM Project
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5 Critical Success Factor – Test Strategy
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.1 Test Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.1 Test Model
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.2 Test Phases
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.3 Test Preparation
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.4 Test Implementation
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.5.4 Test Implementation
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 4.6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.1 Fundamentals of the Automotive Industry
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.1 Fundamentals of the Automotive Industry
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.1 Fundamentals of the Automotive Industry
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.2.1 Overview
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.2.2 Functional Areas
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.2.2 Functional Areas
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.2.2 Functional Areas
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.1 Customer Case/Task in Complaints Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.2 Creating a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.3 Processing a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.4 Closing a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.4 Closing a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.4 Closing a Case/Task
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.3.5 Proactive Complaints Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4 Recall Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4 Recall Management
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.1 Preparing for a Recall
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.2 Conducting a Recall
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.2 Conducting a Recall
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.2 Conducting a Recall
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.2 Conducting a Recall
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.4.3 Recall Reports
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 5.5 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - 6 Summary
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - A Operating a CRM System with ITIL
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - B References
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - B References
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - C Authors
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
Licensed for: License Key fezr-k97u-a8s2-4ing
Copyright © Galileo Press GmbH 2010
Page 1 of 1from: : Service with SAP CRM - C Authors
02-08-2010http://booksonline.sap-press.com/reader/main/208036/
375
Index
360-degree view, 25, 33, 61, 118
A
Abstract prototype, 283Acceptance procedure, 327Acceptance test, 323Account
create, 136detail maintenance, 137search, 138
Account overview, 68Action definition
describe, 167processing types, 169
Action profile, 164, 189, 194, 206, 268define, 166wizard, 166
Active service, 45Activity
planned, 84Address format standardization, 307Address list, 351Address management software, 302, 305, 306, 310After-sales, 27After-sales activity, 329After-sales service, 27, 28Analysis and planning, 42Application Management, 283, 363Approval process, 85Assembly, 139ATP check, 149Attribute
customer-specific, 142Attribute assignment, 123Authorization, 244Authorization object
CRM_CONFIG, 66SCMG_LVL, 233S_SCMG_CAS, 233
Authorization profile, 244, 245
Automotive industry, 329Availability check, 41, 149
B
Basic data, 135Basis configuration, 121Billing, 69, 188Billing and payment management, 41Billing error, 87Bill of material, 139, 143Business address services, 305, 313Business object, 63Business partner
create, 124, 126Business partner and opportunity management, 40Business partner data, 301, 302Business transaction categories
describe, 210Business transaction category, 152
assign, 154describe, 176, 273sales, 178service, 177
Business transactions, 324Business transaction type
complaint, 211Buyers’ market, 20
C
Call center, 34Campaign
concluded, 355trigger, 353
Campaign management, 349Case attribute, 230Case closing profile, 234Case management, 60Case/Task, 334
206_Book.indb 375 2/3/09 9:32:18 AM
376
Index
Case type, 228Catalog, 213Change charter, 294, 295Change management, 279, 284, 290, 294, 364, 366
instruments, 286procedure model, 292
Change plan, 295Change process, 287Change programs, 295Closing a case/task, 345Code and code group, 213Code group profile, 214Communication, 39Communication channel, 87
Interaction Web Client, 87Internet-based Customer Self-Service, 87SAP Mobile Service, 87
Complaintclose, 198create, 197evaluate, 199process, 198
Complaint process, 82Complaint processing, 80
process flow, 81Complaint scenarios
identify, 222Complaints management, 336
closing a case/task, 344creating a case/task, 337customer case/task, 336facts, 342fast entry, 337proactive, 221, 347processing a case/task, 343reactive, 195
Complaints mangementtransaction data, 341
Complaints processing, 60Component enhancement, 66Computer aided selling (CAS), 31Concentration efforts, 329Condition, 171, 189, 195Configuration management, 364, 367
Contact Event Manager (CEM), 110Contact person, 137
create, 137Contact routing, 109Contract management, 48Controlling, 69Control mechanisms, 19, 24Copying control, 181, 190, 195, 212, 258, 275Corporate account, 143Corporate philosophy, 20Credit limit check, 75, 149CRM, 19, 329
analytical, 24operational, 24strategic, 24
CRM phasesengagement, 37, 38fulfillment, 37, 40service, 37transaction, 37, 39
CRM strategy, 279CRM vision, 279Cross-selling, 34Customer, 135Customer dissatisfaction, 347Customer-facing organization, 135Customer Factsheet, 334Customer feedback, 346Customer focus, 20Customer Interaction Center, 111, 332
functional areas, 332user interfaces, 332
Customer lifecycle, 22, 23risk phases, 22
Customer loyalty, 21, 33Customer retention, 21
cost-related benefits, 22customer attachment, 21customer binding, 21sales-related benefits, 21stability-related benefits, 22
Customer satisfaction, 21, 348Customer Self-Service
Internet-based, 88Customer service, 48
206_Book.indb 376 2/3/09 9:32:19 AM
377
Index
Customer support, 48Customizing, 151, 188, 194, 199, 223, 228, 238, 250, 261
header level, 155
D
Dataclassifying, 300cleanse, 305, 313
Data errors, 300Data mining, 20Data quality, 279, 299, 300, 313
project phase, 314standard, 318
Data warehouse, 20Date profile, 162, 189, 194, 204, 267Date rules
configure, 163Date type, 240
determine, 164Debit memo
send, 261Delivery of a different product, 87Depot repair, 50Design, 316Detailed data, 137Development and implementation phase, 296Development test, 322Differentiation factor, 28
competition, 29Differentiation range, 29Direct link, 133Dropdown list, 135Duplicate pairs, 303Duplicate record, 304Duplicates
check, 312identification of, 311potential, 302, 309
Durationspecify, 164
E
Enhanced Workbook, 63Escalation model, 340E-service, 59External list management (ELM), 313
F
Field service, 49, 183Field Service, 190Follow-up phase, 297Forwarded, 335Framework enhancement, 66Fuzzy search, 307, 310, 311
G
Goal criteriaqualitative, 26quantitative, 26
Goodwill, 346Goodwill costs, 342Gradual implementation, 279
H
Heuristic rules, 308Hierarchy creation, 68
I
ID, 137Implementation
gradual, 279methodical, 281
Incident management, 364, 365Infotype
Business Role, 129In-house, 183Initial priority, 340Input help, 135
206_Book.indb 377 2/3/09 9:32:19 AM
378
Index
Installation, 58Installed base, 47, 67, 139Installed base management, 47Integration of measuring devices, 76Integration test, 322Intelligent Solution Database, 218Interaction Web Client, 87Internet-based Customer Self-Service Center, 88Invoice
create, 150, 188, 194, 250send, 261
Invoice correction, 85Item
Customizing, 177, 211, 273Item category, 175, 176, 189, 195, 209, 272
define, 176, 210, 272Item category determination, 178, 189, 195, 211, 256, 274Item level, 67ITIL, 363IT Infrastructure Management, 363
K
Key performance indicator (KPI), 78
L
Lead management, 38Lemon Law, 222Letter campaign, 351Level
operational, 20strategic, 20
Linkfor work center, 133group of direct, 133logical, 133
Location, 242Logical link, 133Logistical integration, 75Lotus Notes, 106
M
Maintenance planning, 54Marketing, 38Market stagnation, 330Mass manufacturer, 330Mass processing, 115Master data, 67Material flow, 81Mentoring strategy, 291Methodical implementation, 281Microsoft Outlook, 105Mobile service, 104Mobile service order management
process flow, 106Mobile service processing, 59Mobilization phase, 295Must have, 28, 29My Group, 335My Tickets, 335
N
Namespace, 128Navigation bar profile, 132Need to have, 28, 29Nice to have, 28, 29Notes, 69Number range, 137
O
Object descriptionenhanced, 129
Object list, 95Objects, 241Online integration interface (OII), 110Operational level, 20Order acquisition, 40Ordering of an incorrect product, 87Order management, 47Organizational model, 121Organizational model maintenance, 129Organizational node, 126
206_Book.indb 378 2/3/09 9:32:19 AM
379
Index
Organizational plan, 121Organizational structure, 121, 123
sales, 123service, 123
Organizational unit, 121Original Equipment Manufacturer, 330Over-delivery, 87
P
Parameters for the interaction history, 351Parsing, 308Partner determination, 67Partner determination procedures, 158, 188, 194, 203, 253, 263Partner function category, 241Partner functions, 159Personal Task, 335PFCG, 127Planned activity, 84Planning to Implement Service Management, 363Position, 122Postal directory, 305Pre-sales, 27Price accumulation, 68Price error, 87Pricing, 68Priority, 339Problem
log, 184, 196, 237Problem and solution type, 218Problem management, 364, 366Problem subtype
define, 219Problem type
define, 219Procedure model, 279
defined, 281Process
complaint processing, 81complaints management, proactive, 222complaints management, reactive, 196
mobile service order management, 106product update, 90product update with product service letters, 90service and repairs processing (field service), 191service and repairs processing (in-house), 183service case management, 226service contract management, 248service contracts, 93service order management, 70, 148service resource planning, 98, 236warranty management, 259warranty processing, 78, 79
Process and documentation flow, 325Processing type
method call, 170Product
register, 248return, 187
Product configuration management, 47Product proposal, 68Product proposals, 38Product service letter (PSL), 88
process flow, 90Product update, 89
process flow, 90Progress monitoring, 326Project definition, 315Project plan, 314Project risk management, 291Prototype
detailed, 283horizontal, 284vertical, 283
Q
Qualification management, 243Qualification scale, 243Qualifications catalog, 244Quality gate, 284Quantity assignment, 38Quantity check, 83Quantity confirmation, 83
206_Book.indb 379 2/3/09 9:32:19 AM
380
Index
Quantity determination, 83Quotation
create, 148
R
Rapid prototyping, 283Reactive service, 45Recall, 90, 91
prepare, 350Recall Cockpit, 350Recall management, 348Recall report, 355Reference documents, 83Reference object, 67
assign, 163Release management, 364, 366Repair cycle, 48Repair request
accept, 191Repairs processing, 150, 183Requirements analysis and definition, 315Return authorization, 84Role
bill-to party, 137employee, 130payer, 137service manager, 149ship-to party, 137sold-to party, 137
Role configuration key, 131Rollout
parallel, 314Routing management, 116RSS feed, 64Runtime Repository, 66
S
Sales, 27Sales force automation (SFA), 31Sales installation order, 55Sales order, 147
Sales stageafter-sales, 27pre-sales, 27sales, 27
SAP Business Communication Center, 109SAP Business Communication Management (BCM), 109
integration with, 114integration with SAP CRM, 110softphone, 112, 113
SAP CRM, 35, 53architeture, 61
SAP CRM 2005, 35, 62SAP CRM 2006s/1, 35SAP CRM 2006s/2, 35SAP CRM 2007, 35, 63, 147SAP CRM Roadmap, 35SAP CRM Service, 42, 43SAP CRM system, 349SAP ERP, 31, 147
integration with, 96SAP ERP CS, 53SAP ERP Financials, 188SAP Mobile Service, 88SAP NetWeaver Business Intelligence (BI), 57, 69, 96
integration with, 96SAP SCM, 31SAP standard function, 188, 194Satisfaction survey, 297SD, 147Search, 335Search criteria, 138Search function, 139Security Management, 363Segment Builder, 38Selection time range, 240Selective service, 45Sellers’ market, 20Seller warranty, 68Service, 329
conduct, 150, 186, 193, 250, 259Service and report
execution, 56Service billing, 56
206_Book.indb 380 2/3/09 9:32:19 AM
381
Index
Service caseanalyze and classify, 227close, 227evaluate, 228open, 227process, 227
Service confirmation, 187Service contract, 45, 58, 92, 93, 149
create, 248determine, 237process flow, 93release, 250
Service contract determination, 74Service contract management, 45, 94Service Delivery, 363Service desk, 364Service employee, 185, 191Service level
defined, 95Service management, 25Service management cycle
analyze, 43collaborate, 43optimize, 43
Service marketing, 44Service operations, 54Service order, 72, 147
confirm, 149create, 149, 237
Service order management, 69process flow, 70
Service order processinganalysis of service processes, 78resource-oriented analysis, 77
Service parts management, 52Service plan, 73Service planning, 56Service portfolio, 28
Must have, 28, 29Need to have, 28, 29Nice to have, 28, 29
Service process, 121Service processing, 150
mobile, 59Service product, 144Service profile, 239Service quality, 78
Service quotation, 71expiration analysis, 72pipeline analysis, 72success analysis, 72
Service quotation and service ordercreate, 185, 192
Service resourceimplement, 238plan, 237
Service resource planning, 97, 122analysis of qualifications, 103analysis of service orders, 104process flow, 98resource-based analysis, 103
Service sales, 44, 57Service Support, 363Service technician, 150, 250Service type, 44
active service, 45reactive service, 45selective service, 45
Set typecustomer-specific, 142
Shipping, 41SLA, 58
escalation, 59monitoring, 59
Solution Database, 218intelligent, 218
Solution subtypedefine, 220
Solution typedefine, 220
Sources of error, 299Spare part, 139Stakeholder analysis, 289, 291Standard interface, 303Start condition, 173Status, 339Status management, 69Strategic level, 20Strategy for growth, 330Subject, 215Success factors
critical, 277general, 278
206_Book.indb 381 2/3/09 9:32:19 AM
382
Index
T
Technical objects, 58Technical support, 327Templates, 68Territory and activity management, 39Test cases, 325Test concept, 323Test environment, 323, 324Test implementation, 324, 325Test management, 324Test model, 321Test phase, 323Test preparation, 324Test scripts, 325Test strategy, 279, 320Text determination procedures, 216Training aids, 296Training materials, 296Transaction
BP, 125BSP_WD_CMPWB, 66, 130, 135COMM_ATTRSET, 142COMM_HIERARCHY, 139CRMM_UIU_PROD_CONFIG, 142EEWB, 135PFCG, 128PPOCA_CRM, 122PPOMA_CRM, 122, 126, 129PPOMA_CRM or PPOCA_CRM, 122SU01, 125, 128
Transaction type, 151, 152, 188, 194, 200, 250, 261
define, 153Transportation, 41
U
UI, 36, 63, 65UI configuration, 142UI Configuration Tool, 64, 65Under-delivery, 86Unique selling point, 331Unplanned service
explanation, 55ticket, 54
Up-selling, 34User
create, 124, 125User assignment, 245User role, 121, 127
V
Validationpostal, 307, 311, 312
Vehicle, 334Views
adjust, 130VIN, 350V-Model, 322
W
Warrantyconfirm, 261create, 260register, 248send, 261
Warranty agreement, 149, 188Warranty and claim management, 51Warranty case, 342Warranty processing, 78
process flow, 79Warranty product, 144Warranty service, 74Web applet, 64WebClient, 332Web GUI, 135, 246Wildcard search, 303WinClient, 332Wizard, 159Work center, 133Worklist, 335, 343
X
XIF interface, 76
John Burton, John Burton
Maximizing YourSAP CRM Interaction Center
This is a must-have resource for anyone interested in learning howto optimize the SAP CRM Interaction Center. Each chapter describes specific functions in the Interaction Center and why they are useful,and then demonstrates how to use and customize these functions.It covers essential topics, including Computer Telephony Integrationand Multi-Channel Integration, IC Service, IC Sales, IC Marketing,and Shared Services Centers. Whether you’re new to SAP CRM or a current SAP CRM IC user, this book will provide you with the answers.
463 pp., 2009, 69,95 Euro / US$ 69.95
ISBN 978-1-59229-197-7
>> www.sap-press.de/1732
Provides a complete guide foroptimizing and customizing yourSAP CRM Interaction Center
Answers all of your Frequently-Asked-Questions
Includes real-world examplesand success stories
www.sap-press.com
206_Book.indb 382 2/3/09 9:32:19 AM