Technical Writing - Articles

I have co-authored white papers and articles in several publications.

	SAP White Papers
	CRM Expert
	SCM Expert
	SAP Professional Journal
	SAP Insider
	sapinfo

SAP White Papers

	Building a Best-Run Finance Organization, SAP White Paper on the ERP page, June 2008 Author of the white paper which examines the changing role of the finance organization in today’s business environment, and analyzes the areas in which best-run organizations excel: the agile, connect, and metric-driven characteristics that ensure the strategic role of the finance organization.
	Co-Marketing with Channel Partners, SAP White Paper on the CRM page, January 2008 Co-author of the white paper on the benefits of channel marketing funds to both brand owners and channel partners, to increase marketing effectiveness and efficiency, and ensure legal compliance of co-funded marketing efforts.
	Driving your Channel Business, SAP White Paper on the CRM page, September 2007 Co-author of the white paper describing the challenges and business imperatives of the indirect channel business, and how to best work with channel partners through the four pillars of managing, enabling, incenting, and integrating channel partners into the ecosystem of a brand owner.

CRM Expert
Online versions of articles are also available, with a subscription.

	Quick Tip: Partners Can Order Products with Delivery Directly to End Customers, June 2008 Partners have long used the E-Commerce capabilities of SAP CRM to order products. Find out how they can order products on behalf of their end customers.
	New CRM WebClient UI Enhances Partner Channel Management for Business Users, March 2008 As an integral part of SAP CRM 2007, Partner Channel Management (PCM) leverages the new CRM WebClient user interface technology. The usability enhancements allow both channel managers and channel partners to more quickly and easily leverage the functional benefits of PCM.
	Capture Critical Business Information About Your Indirect Channel, January/February 2008 Many companies use channel partners, to distribute their products to  various geographic regions, to resell their products directly to the end customer, and to provide value-added services. Find out how brand owners can model channel partners in SAP CRM, which provides them with the basis to make business decisions about the lifetime value of these partners.
	mySAP CRM Partner Channel Management: Channel Partners Extend a Brand Owner’s Reach to End Customers, October 2006 Partner Channel Management allows companies to manage their indirect sales channel, which are their channel partners. Find out how brand owners can develop and manage these partner relationships through the partner life cycle, and how they can improve collaboration with their channel partners across marketing, sales, and service processes. Examine how partner and channel analytics provide channel partners with their own data, and allow brand owners to evaluate their partners’ performance.
	Increase Your Revenue Using Cross-Selling in SAP E-Commerce, January/February 2006 You may want to provide your online customers with cross-selling recommendations to increase your revenue. These cross-selling recommendations can be global — shown to all customers on the Web — or you can personalize them based on profile data or other information about the customer, such as prior purchasing history.
	Integrate Your E-Commerce Channel into Your Order Management Processes, October 2005 With SAP E-Commerce for mySAP CRM, you can extend your CRM business processes to the Internet. This provides customers with a consistent experience on the Web for sales and self-services and allows you to integrate your e-commerce channel into your order management processes.

SCM Expert
Online versions of articles are also available, with a subscription.

Allow Your Customers to Track Deliveries Online with SAP E-Commerce for mySAP ERP, October 2005 You can use two different methods to allow customers to track orders via the Web. The simplest method involves tracking orders with the Bill of Lading field and works best when all items for one line item in an order ship together in the same package. A more complex method involves the Express Delivery Company (Express Shipping Interface, XSI). Use this second method when you want to track multiple packages for the same line item in an order.

SAP Internet Sales (R/3 Edition): Extending Your Sales Processes to the Web, September 2003 Web Shop, part of SAP Internet Sales, uses existing R/3 SD data and configuration to help you set up a Web storefront. The author describes the capabilities of this system and shows what you need to build your own online store.

SAP Professional Journal
Online versions of articles are also available, with a subscription.

	Quickly and Easily Leverage Your SAP R/3 Data and Processes For Online Sales with SAP Internet Sales (R/3 Edition) Describes the steps for creating a Web Shop, or online storefront, using the Java-based SAP Internet Sales product. Focuses on how the sales and distribution configuration, master data and transaction is leveraged on the Internet, using a business-to-consumer example. SAP Professional Journal, Part 1: July/August 2003, Part 2: November/December 2003
	Enable Your Customers to Customize Products Online with Variant Configuration and the Online Store Provides guidance of how to create a configurable product within SAP R/3 and enable this configuration to be used within the SAP Online Store, to allow customers to dynamically configure and order a product. SAP Professional Journal, Part 1: May/June 2002, Part 2: July/August 2002
	No Service Reps Required! Learn How to Supply 24x7 Sales Order Information with the Sales Order Status IAC Discusses the concepts behind the Sales Order Status Internet Application Component and its integration to SAP R/3, and how to configure this Internet-enabled process to provide real-time order status to customers on the Internet. SAP Professional Journal, May/June 2001

SAP Insider
Online versions of articles are also available, with registration.

With the Live, Customer Interaction that SAP brings to Your Web Shop, You Can Improve Customer Service - And Help Close the Sale Describes the collaboration capabilities of mySAP CRM E-Commerce, by allowing customers in a Web Shop, or online storefront, to contact a customer service representative using e-mail, call-me-back requests (telephone and voice-over IP) and chat, as well as a project-based co-browsing functionality. SAP Insider, April-June 2002

Moving from the SAP Online Store to SAP Internet Sales Compares the features of the SAP Online Store with the mySAP CRM E-Commerce functionality, and discusses how to migrate from the Online Store product to the Java-based Internet Sales product. SAP Insider, April-June 2001, co-authored with Tim Bussiek condensed for searchSAP site: The basics on SAP's e-Selling solutions and Dynamic E-Selling Solutions

sapinfo.net

Following the Track Summarizes the strategy of providing click-stream information within SAP E-Commerce, using a product by TeaLeaf Technologies. sapinfo.net, March 2001 translated into German-language publication: Spuren Lesen, sapinfo.net March 2001