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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation February 10, 2014
BI/Financials/HR/SAP Professional Journal/SCM – 

William R. Pritchett and John Burton show how to identify older sales opportunities as closed and automatically remove them from searches. This helps keep salespeople focused on current opportunities.


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 29, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Watch and learn. Don't miss this chance hear Bill Pritchett, Senior Business Process Engineer, Dow Corning Corporation, and John Burton, Director Solution Management, SAP Interaction Center & Social CRM, engage in an in-depth discussion about how to maximize your outbound email campaigns. Learn how to personalize the content for each user when sending outbound email campaigns using SAP CRM marketing, so that contacts get emails that contain their name, title, and other information you want to tailor specifically for each recipient.

This discussion was videotaped at CRM 2013 and is based on their popular CRM hub articles, “Your Mass Emails Can Also be Personal if You Use Marketing Attributes,” and “Provide Better Customer Support with Personalized Email and Chat Responses.”


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 18, 2013
BI/Financials/HR/SAP Professional Journal/SCM – 

Bill Pritchett and John Burton show how to easily create a saved search in WebClient UI and make it available to other groups. Also learn how to transport a predefined saved search from a development system into other environments, and expand the functionality of saved searches. And discover the new functionality that comes with SAP’s new Central Sharing Tool (CST), delivered with SAP CRM 7.0 enhancement package 1.


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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP May 29, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
When you send outbound email campaigns using SAP CRM Marketing, your email message can include hyperlinks to different types of online content. SAP CRM makes it easy to insert a link to a Web site in your mail form, and images that are stored on the Web can be easily embedded in your messages. You can link other types of content, such as iCalendar appointments and video, to email campaigns, but this involves a few extra steps and some creativity.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation May 29, 2012
BI/Financials/HR/SAP Professional Journal/SCM – 
Use marketing attributes to tailor the content of an email campaign for each recipient. This simple but effective method makes your mass emails more personal.

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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP July 29, 2011
BI/Financials/HR/SAP Professional Journal/SCM – 

See how to personalize the content of outbound email campaigns using SAP CRM marketing.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation December 7, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
Leads that are created in SAP CRM can be scored automatically using criteria that you configure in the system. In addition, you can allow users to manually score your company’s leads to give better insights into your most viable growth opportunities.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Frank Bregulla, SAP Germany September 27, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 

Interaction Center (IC) alerts messages provide IC agents with real-time, context-specific information, guidance and assistance (such as notifications for open customer orders), suggested solutions, and cross-sell and up-sell offers. One of the most powerful features of IC alerts is the ability to include dynamic content using FactBase attributes, which are variables inserted into the alert at runtime based on values stored and retrieved from an XML document called the FactBase. While SAP delivers many standard FactBase attributes, it is sometimes necessary to create your own custom FactBase attributes, and this article will show you how to do this.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Renee Wilhelm, SAP Solution Management, SAP Interaction Center & Social CRM, SAP August 20, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 
One of the most common — and most costly — issues facing large organizations today is keeping customer master data accurate and clean. Duplicate customer records and other dirty data produce a fragmented view of the customer and can cost organizations millions of dollars annually. Learn how to enable address validation and duplicate checks in the Interaction Center coupled with SAP BusinessObjects Data Quality Management to avoid creating duplicate and inaccurate customer master data.

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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Vinod C, Developer, SAP CRM April 22, 2010
BI/Financials/HR/SAP Professional Journal/SCM – 

When you use SAP CRM Marketing to send out an email marketing campaign, you should offer a way for recipients to opt out of subsequent emails from your company. Learn how to provide this functionality using standard HTML commands to generate opt-out requests and the E-mail Response Management System to process these requests and automatically update a marketing attribute.


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by Dr. Johann von Saldern, ecenta AG November 25, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to combine SAP business workflow with the E-Mail Response Management System to integrate non-SAP CRM users into an automated workflow using email.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, learn about interactive scripts and how they can help your agents provide your customers with the best and most consistent customer service experience possible.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP October 5, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
In this excerpt from John Burton’s SAP PRESS book, Maximizing Your SAP CRM Interaction Center, discover one of the ways that the Rule Modeler can be used within the SAP CRM Interaction Center: to route service tickets to the responsible agent or agent group.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Marius Meissner, Application Developer, SAP CRM Development August 12, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to easily change the default branding (brand logo and message) and layout of the context area in the Interaction Center with SAP CRM 7.0 using simple configuration — without any code modification.

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by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation | John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP June 9, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
A small enhancement to the SAP E-Commerce text process allows you to make it easier to adjust static Web text, such as the text on buttons. This gives you the opportunity to implement a custom translation process that fits your individual requirements, enabling global companies to provide the same Web experience to all customers, regardless of language.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Vinod C, Developer, SAP CRM January 15, 2009
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to configure SAP CRM to send automatic email notifications to your contact center supervisor when the initial response time for a customer email in the queue has been exceeded.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Rai Ramprasad, Senior Developer, SAP November 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
By providing a structured Web-form interface for customers, rather than allowing them to send free-form emails, organizations can greatly increase the ability of E-Mail Response Management System to correctly process emails.


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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Satit Nuchitsiripattara, Developer, SAP CRM | Yufeng Zhou, Senior Developer, SAP CRM October 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn how to set up, use, and customize the default Computer Telephony Integration Analytics Live Interactions reports on service level, connection volume, average handling time, average speed of answer, and abandonment rate. These reports provide interaction center managers and supervisors with a snapshot of how well the interaction center is running.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP | Henning Duerholt, Product Manager, SAP CRM, SAP July 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
Learn about the five different sales entry options in Interaction Center WebClient, and determine which is the right choice for your organization.

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by John Burton, Director Solution Management, SAP Interaction Center & Social CRM, SAP March 15, 2007
BI/Financials/HR/SAP Professional Journal/SCM – 
Find out how you can configure email threading so emails related to a particular service ticket or case appear together on one screen in the agent inbox. This not only links the email to the related business document, it also routes the email to the correct processor.

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