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Customer-Focused Business Processes with SAP Industry Solutions

by: Rüdiger Buck-Emden and Jochen Böder

On-line Price: $63.95 (includes GST)

Hardcover package 350

60%Off Retail Price

You save: $96.00

CLEARANCE Item - Special discount -limited stock
_____________________
N.Sydney : In Stock

Retail Price: $159.95

Publisher: SAP Press,30.9.2004

Category: SAP Level: I/A

ISBN: 1592290329
ISBN13: 9781592290321

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Customers expect companies to consider their individual needs. This book gives you answers to the most important questions with regard to successful, industry oriented Customer Relationship Management. Learn how various sectors cope with challenges like globalization, deregulation, shortened product life spans and increasing customer requirements and how industry specific CRM software solutions can help. Discover the full potential of mySAP CRM technology and SAP Industry Solutions with detailed examples of successful CRM projects and practice oriented business processes, all logically divided by industry. Readers will also benefit from an entire chapter on service-oriented software architecture as a basis for in-house custom applications. This book contains details on manufacturing, processing, pharmaceuticals, consumer goods, media and entertainment, transport and logistics, telecommunications, financial services, and much more.

Table of Contents:

Foreword: SAP and Industries ... 13

Preface ... 15

1 Why Customer Relationship Management for Industries? ... 17
... 1.1 Customer Relationship Management was not Invented by the Software


                  Industry ... 17
... 1.2 Customer Relationship Management as a Competitive Advantage ... 19
... 1.3 Software Solutions for Customer Relationship Management ... 20
... 1.4 Trends in Customer Relationship Management for Industries ... 25

2 Structuring of Industry Solutions ... 31
... 2.1 Rough Outline of Industries by Type of Business Activity ... 31
... 2.2 Industry Classification by NACE ... 32
... 2.3 Industry Sector Classification for Software Solutions ... 35

3 Software Solutions for Customer Relationship Management in Industries ... 39
... 3.1 Core Requirements ... 39
... 3.2 Industry Requirements of Software Solutions for Customer Relationship


                  Management ... 40
... 3.3 Customer-Related Business Processes with SAP Industry Solutions ... 45
... 3.4 From Industry-Specific to Enterprise-Specific Solutions ... 49
... 3.5 Outlook for the Following Chapters ... 53

4 Manufacturing Industries ... 55
... 4.1 Automotive Industry ... 55
... 4.2High Tech Industry ... 70
... 4.3 Machinery and Plant Engineering and Construction ... 90

5 Process Industries ... 105
... 5.1 Chemical Industry ... 106
... 5.2 Oil and Gas Industry ... 119
... 5.3 Metal, Paper, Building Materials, and Textile Industry ... 131

6 The Pharmaceutical Industry ... 151
... 6.1 Patent Protection and Generic Drugs ... 151
... 6.2 Sales Processes of the Pharmaceutical Industry-Changing Over


                  Time ... 152
... 6.3 Software Solutions for Customer Relationship Management in the


                  Pharmaceutical Industry ... 157
... 6.4 Contracts and Chargeback ... 165
... 6.6 Critical Success Factors for CRM Implementation ... 171

7 Consumer Products Industry ... 175
... 7.1 Manufacturers of Consumer Products ... 175
... 7.2 The Retail Industry ... 192

8 Media and Entertainment Industry ... 211
... 8.1 The Challenge of Digitization ... 212
... 8.2 Subscription Marketing and Ad Sales for Newspaper and Magazine


                  Publishers ... 217
... 8.3 Rights Exploitation ... 219
... 8.4 Future Challenges for the Media and Entertainment Sector ... 224
... 8.5 Critical Success Factors for CRM Implementation ... 225

9 Transportation and Logistics Companies ... 229
... 9.1 Airlines ... 229
... 9.2 Logistics Service Providers ... 241

10 Telecommunications and Utilities Industries ... 255
... 10.1 Telecommunications Sector ... 255
... 10.2 Utilities Industry ... 271

11 Professional Services ... 285
... 11.1 Challenges for Professional Services Companies ... 286
... 11.2 Holistic Solution Offering ... 288

12 Financial Service Providers ... 299
... 12.1 Banks ... 299
... 12.2 Leasing and Financing ... 315
... 12.3 Insurance ... 329

13 Public Sector ... 343
... 13.1 Overview of the Public Sector ... 343
... 13.2 E-Government: Customer-Oriented Processes in the Public Sector ... 344
... 13.3 Particular Requirements of E-Government ... 346
... 13.4 E-Government with SAP for Public Sector ... 348

14 Service-Oriented Software Architecture as the Basis for Enterprise-Specific


        Applications 363

A Literature ... 365

B The Authors ... 375

Index ... 383