Jochen Böder, Rüdiger Buck-Emden

Customer-Focused Business Processes with SAP Industry Solutions

• Gebundenes Buch

Produktbeschreibung

Customers expect companies to consider their individual needs. This book gives you the answers to the most important questions with regard to successful, industry oriented Customer Relations 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 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.

The book contains details on manufacturing, processing, pharmaceuticals, consumer goods, media and entertainment, transport and logistics, telecommunications, Financial services, Public sector, and much more.

Industry-specific highlights include:

Manufacturing
Processing
Pharmaceuticals
Consumer Goods
Media and Entertainment
Transport and Utilities
Telecommunications and Logistics
Professional Services
Financial Services
Public Sector

Produktdetails

• SAP PRESS
• Verlag: Rheinwerk Verlag
• Seitenzahl: 389
• Englisch
• Abmessung: 240mm
• Gewicht: 797g
• ISBN-13: 9781592290321
• Artikelnr.: 12938502

Autorenporträt

Buck-Emden, Rüdiger
Dr. Rüdiger Buck-Emden, editor and co-author of this book, has worked at SAP AG since 1990, where he has held various different management positions in the areas of Strategic Planning, Development, and Product Management, including work as assistant to executive board member, Prof. Hasso Plattner. He is currently Vice President for the business area of CRM Architecture & Technology. Dr. Rüdiger Buck-Emden is a successful author of many books and publications.Böder, Jochen
Jochen Böder studied mathematics, history, and computer science before becoming a consultant in the area of e-commerce for the SAP subsidiaries e-SAP and SAP Portals. Currently he works in the areas of product management and development of SAP AG, where he deals with architecture and technology topics including mySAP CRM. He is co-author of the book mySAP CRM -- The Official Guidebook to SAP CRM 4.0

Inhaltsangabe

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