Plus, you'll also discover the ins and outs of key functional areas and benefit from expert advice illustrated throughout with mySAP CRM business scenarios. Includes: Customer Relationship Management Success Business Scenarios and Business Map Architecture and Technology of mySAP CRM Understanding the Customer Interaction Cycle Marketing Planning: Customer segmentation, trade promotions, lead management, campaign monitoring, and analysis of success Distribution Planning: Sales area management, opportunity management, shipping, transportation, invoicing, monitoring, and analysis Services: Management of customer installations, job handling and input planning, professional services, and service analysis Channel Management SAP NetWeaver ... And much more!