In today’s competitive business environment, maintaining a strong relationship with core customers is essential, particularly in the service area. With SAP CRM 2007, you can achieve optimal performance of your service processes and successfully position your company with your customers. This book covers the core business principles and mechanisms of CRM processes and teaches you how to implement and customize SAP CRM 2007 to achieve these goals and meet your specific requirements.

Beginning with an introduction to the functionality, new interface, and relevant master data of SAP CRM 2007, readers get volumes of practical insights into the power of the service area. Everything from order management, resource planning, and mobile services to complaint management is covered. In addition, you’ll find clear process descriptions, basic customizing settings, and step-by-step guidelines that illustrate the process design options.

With this book, you’ll discover critical success factors for your SAP CRM 2007 implementation, and gain practical insights from a real-life examples, that you can put to use immediately within your organization.

Highlights

• Business Knowledge: Customer Relationship Management Essentials
• Key Functionality: User Interface, Warranty, and Complaint Processing, Product Service Letters, Service Contracts, Service Resource Planning
• Processes and Customizing: Service Order Management, Service and Repairs Processing (Inhouse and Field Service), Reactive and Proactive Complaint Management, Warranty and Claim Management, and more
• Critical Implementation Success Factors: Procedure Model, Change Management, Data Quality, Test Strategy
• Real-Life Example from a Customer Project

About the Author(s)

Markus Kirchler is a member of the Board of Management at Mieschke Hofmann und Partner (MHP) leading the CRM business area. Dirk Manhart and Jörg Unger are managers at MHP holding key roles in the CRM area.
All three authors have a consulting approach in common, which strives to optimize a synthesis of process and IT consulting for improving customer value.

Table of Contents

1 ... Introduction to CRM ... 19
... 1.1 ... Key Concepts and Control Mechanisms in Customer Relationship Management ... 19
... 1.2 ... Service Management as Part of CRM ... 25
... 1.3 ... Software Support for CRM ... 31
... 1.4 ... Customer Relationship Management with SAP CRM ... 35
... 1.5 ... Service Management with SAP CRM ... 42
... 1.6 ... Service with SAP CRM or SAP ERP CS -- a Comparison ... 53
... 1.7 ... Architecture of SAP CRM Systems ... 61
... 1.8 ... Summary ... 64


2 ... Service with SAP CRM -- Overview of Functions ... 65
... 2.1 ... User Interface ... 65
... 2.2 ... Master Data and Basic Functions ... 66
... 2.3 ... Service Order Management ... 69
... 2.4 ... Warranty Processing ... 78
... 2.5 ... Complaint Processing ... 80
... 2.6 ... Product Service Letters and Recalls ... 88
... 2.7 ... Service Contracts ... 92
... 2.8 ... Service Resource Planning ... 97
... 2.9 ... Mobile Service ... 104
... 2.10 ... SAP Business Communication Management ... 109
... 2.11 ... Summary ... 120


3 ... Service with SAP CRM -- Processes and Customizing ... 121
... 3.1 ... Basis Customizing ... 121
... 3.2 ... Service Order Management ... 147
... 3.3 ... Service and Repairs Processing (In-House ... 183
... 3.4 ... Service and Repairs Processing (Field Service ... 190
... 3.5 ... Reactive Complaints Management ... 195
... 3.6 ... Proactive Complaints Management ... 221
... 3.7 ... Service Case Management ... 226
... 3.8 ... Service Resource Planning ... 235
... 3.9 ... Service Contract Management ... 247
... 3.10 ... Warranty Management ... 258
... 3.11 ... Summary ... 276


4 ... Critical Success Factors for CRM Projects ... 277
... 4.1 ... General Success Factors ... 278
... 4.2 ... Critical Success Factor -- Procedure Model ... 279
... 4.3 ... Critical Success Factor -- Change Management ... 284
... 4.4 ... Critical Success Factor -- Data Quality ... 299
... 4.5 ... Critical Success Factor -- Test Strategy ... 320
... 4.6 ... Summary ... 327


5 ... Example from the Automotive Industry ... 329
... 5.1 ... Fundamentals of the Automotive Industry ... 329
... 5.2 ... Customer Interaction Center ... 332
... 5.3 ... Complaints Management ... 336
... 5.4 ... Recall Management ... 348
... 5.5 ... Summary ... 356


6 ... Summary ... 357


A ... Operating a CRM System with ITIL ... 363


B ... References ... 371


C ... Authors ... 373