Features

Features

SAP CRM

• Field service providers drive CX, engagement, retention

  Manuel Grenacher, general manager of SAP Service Cloud, offers tips for using CX best practices to improve the lives of both field service providers and the people they service.  Continue Reading

• SAP CX tools evolve in the face of data privacy, AI

  'Experience data' from Qualtrics will help SAP boost its customer experience offerings. The company is also considering how AI can help and where privacy concerns fit into the CX landscape.  Continue Reading

• Enosix CMO, who branded SAP Leonardo, talks martech strategy

  Shawn Reynolds, the former architect of SAP's Leonardo AI brand, moves to SAP-Salesforce integrator Enosix. He discusses marketing strategy in this age of overwhelming martech choices.  Continue Reading

• SAP CRM overview: Marketing campaign software

  SAP CRM marketing software is made up of eight components that help the user create, manage and track complex marketing campaigns. This chapter from "Discover SAP CRM" discusses all eight components in detail.  Continue Reading

• Cell phone activities for call center teams

  Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.  Continue Reading

• Call center software: Performance improvement through technology

  This tip offers a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers. For call center managers contemplating the addition of new call center ...  Continue Reading

• MySAP CRM Interaction Center

  If you're working with mySAP CRM, you can't afford to miss this chapter from SAP PRESS. Chapter 3 on Technical Principles introduces the technical basics of Interaction Center WinClient, Interaction Center WebClient, and the functionality for the ...  Continue Reading

• Outsourcing the call center: Building a business case

  Creating and operating a call center is a complex and expensive exercise. Today more and more companies are looking at outsourcing as an alternative. In this business case, Richard Snow, VP and research director at Ventana Research, outlines some ...  Continue Reading

• SAP CRM: Sales strategy with SAP CRM 4.0

  Learn about sales functionality in mySAP CRM, including planning, implementation, and management activities, in this chapter from SAP PRESS.  Continue Reading

• The CRM Handbook: Ch. 7, Planning Your CRM Program

  In this chapter, expert Jill Dyche offers essential tips to planning and executing a successful CRM initiative.  Continue Reading