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HI FRIENDS I AM YOGRAJ, MBA. I AM SKILLED IN SAP CRM, IAM
GIVING ONLINE CLASSES FOR U FREELY, IF U HAVE MORE DOUBTSCONTACT MY EMAIL, MY EMAIL ID IS [email protected], andmy facebook id is [email protected] plz encourage me
CUSTOMER RELATIONSHIP MANAGEMENTOVERVIEW
It is the concept which defines business process pertaining to customer interactions. There are many products build based on the CRM concept.
Ex:- SAP-CRM, SEIBEL-CRM, ORACLE-CRM, MICROSOFT-CRM, etc,..
What is CRM?
Customer Relationship Management can help you to stay totally connected to
your customers so you deliver the kinds of products and services that they
truly need. It keeps the lines of communication open and helps to create
lasting and profitable reletionships.Goal of the usage of Customer Relationship Management is also to achieve.
One face to the customer that means independent via which channel the
customer is contacting your company he or she should get consistent and
actual information.
CRM is a business strategy that aims to optimize customer interactions in
order to maximize the success of the business.
Business Example
Competitive markets, demanding customers, and the need to optimize internalprocess put companies under great pressure. They therefore demand a
compleate software solution that is easy to use, full integrated, customized to
meet specific to meet specific requirements, and flexible to implement.
Core Functionalities of CRM:-
1. Marketing
2. Sales
3. Service
Objectives of CRM
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1. Identifies potential customers
2. Acquistion (Gaining new customers)
3. Service
4. Retaining customers
Interaction channels used in CRM
Face to face telephone Internet Channel partners Management
Marketing Direct
marketing
Tele
marketing
e-
marketing
Channel
Marketing
Marketing
anslysis
Sales Direct Sales Telesales e-sales Channel sales Sales analysis
Service Direct Service Teleservice e-service Channel service Service analysis
Business ScenarioSold to party - one who places an order
ship to party - one who receives the goods
Bill to party - one who receives the invoice
payer - one who pays the bill
>First chapter is business partner (BP)
Definition:- Any person or organization who are involved in business
transaction is called business partner.
Business Partner:-it is a term which has ti be used by consultants
Account:-It is a term which has to be used by the end users
Life Cycle of Customer:-Starting to end point of account.
ex:-Prospect-> Customer How to creat bp part 1
How to creat bp part 2
How to creat bp part 3
From the avove link you can learn BP
In the above video i Mentioned how to create "sold to party" business role in
BP, you can use same procedure to create another business roled like "ship to
party", "bill to party", "payer", "employer", "contact person"
importent points
Every employer has an user ID
While taking intervels in number ranges, do not take full extend of intervels
as i took only 600000 to 600100 in the video.
In real time you do not create business partners, you only custamize and
create business roles, number ranges and grouping, define grouping and
number ranges, The end users will create business partner in web ui by usingyour custamizing
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>Second chapter ORGANIZATIONAL MODEL
Organizational model is used to represent the functional structure of a
company.
A) Sales Organization-Is controlling the all sales aspects of a company
B) Distribution channel-products are distributed to the end customers through which
channel
C) Division-Product line
D) Sales office-Phisaical Entity
E) Sales group-group of sales personnel
F) Sales Area-Sales Org + Distribution Channel + Division
G) Marketing Organization- Legal EntityH) Service Organization- Legal Entity
I) Service Team- Gorup of Service Technicians
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Elements of CRM Orgabizational Model
Below is the Screen Shot Video For Organizational Structure :D
how to create organisational model
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>
Third Chapter Product
Screen shot videos for Product:-
->product part 1
->product part 2->product part 3
>Fourth chapter Transactional Processing
Transaction:-
Can be defined as exchange of products or services or information between
two parties.
Transaction Type:-
It is a document which is used to record information about a particular
Transaction in a business process.
Transaction Type:-
A transaction type defines the attributes and characteristics of a business
tranasaction (ex: Sales Order, service and request and visit) and thecontrolling attributs (Text determination procedure, partner determination
procedure, org data profile,etc...)
Item Category:-
An item category specifies the properties and attributes of a business
transaction item and theefore controls how the item is processed.
1)It helps us to classify the items.
2)It helps us to control/determine the data at item level
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Structure of a transaction:-
Header
Item
Schedule line
Header:-consists data which is applicable for thr entire document
Item:-Consists information about product like product ID, Quantit, price etc.
Schedule lines:-consists information about products, quantities and delivery
dates.
Item category determination:-
it is used to determine the item category of a product in a transaction.
Flow up Transaction:-
Is a succeeding document, which is created with reference to a pravious
document in order to continue with the business process.
eg:-QUATATION->ORDER (AG-TA)
->transactionalprocesspart1
->transactionalprocesspart2
Fifth chapter Activites
Store Visit:
->storevisit
>Partner Processing
->Partner Processing
>MARKETING
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->custamizing for campaign and marketing plan
>TARGET SEGMENTATION >Segmentation
Segmentation of BP is used for creation of target groups based on profiles which are
used in campaigns with high returns are achieved.
Attribute:- It is used to define the characterstic of a BP which consists one or more
values.
In below video which i made for you, you can learn about segmentation.
->TARGET SEGMENTATION PART 1
Target Segmentation PART 2
>Lead Management
Lead can be defined as a transaction which is used to record information about
prospective customer and the product in which customer is showing interest.
Lead generation can be defined as creation of lead-
1. With reference to campaign - after execution of the campaign
2. Without Camp Reference- With out a campaign for a Target Group
Lead Qualification can be in to three types for reporting purpose:
1. Group: Grouping of leads Ex.Internet Lead/Telephone Lead
2. origin: Source of the Lead Ex. Branch/road show
3. Priority: Important of the Lead Ex.High/ Medium/Low
Lead Management part 1
Lead Management part 2
Opportunity Management
Opportunity can be defined as chance of making a sale where a sales employee is
resplnsible for converting an oppertunity in to sale.
Opportunity contains sales cycle which guides sales employee in convertingOpportunity in to sales in a systematic way.
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Sales cycle can be defined as a group of stages arranged in a sequence which are
executed by an employee one after the other in order to convert an opporunity in to
sales.
eg:- Sales cycle for Home loan
Stages:
1. Exchange of information.
2. Collection of documents
3. Submission of Documents
4. Proposal
5. Agreement
Opportunities are classified into 3 types
1. Origion - source of opportunity
2. Group/Type - Grouping of opportunity3. Priority - inoritizing the opportunity
Opportunity Management
to be continued soon
