Sap Crm Functional Overview Training by Kmr

SAP CRM Functional Training BY

KMR Software Services

http://www.kmrsoft.comEmail : [email protected] / [email protected]

Ph: +91 9966003349Skype : KMRSS.SAP

SAP Trainings by KMR Software Services Pvt Ltd.

Email : [email protected] / [email protected]

http://www.kmrsoft.com/

mailto:[email protected]



INTRODUCTION TO SAP CRM




Module Objectives

At the completion of this module you should be able

to:

Understand What is CRM

Understand how SAP CRM is interlinked with other systems

Describe the capabilities of the SAP CRM system

Understand the different modules of SAP CRM




Agenda

What is CRM?

SAP Business Suite

CRM Architecture

What all SAP CRM covers- CRM capabilities




Necessity is the mother of invention










8

CRM is a Business Strategy that aims to optimize Customer Interactions in

order to maximize the success of the business.

SAP CRM is a part of SAP Business Suite - It can be integrated with SCM,

PLM and SRM having R/3 as back end.

As we know Sales, Marketing and Service Departments of an Enterprise

interact

With the customers key processes in each Department can be mapped

in SAP CRM

These departments use following channels to interact with the customers

viz., Channel partners, Field, Interaction Centre and E-Commerce

What’s CRM?




9

SAP R/3 SAP CRM

SAP PLM

SAP SCM

SAP SRMVendors

Product &

Services

Customers

Operations &

Administrations

PLM: Product Lifecycle Management

SRM: Supplier Relationship

Management

SCM: Supply Chain Management

SAP Business Suite




10

Internet

Interaction Centre

(Telephony, E-mail)

Mobile Clients

(Laptop/ Handhelds)

SAP ECC

(Minimum R/3 3.1I)

SAP Portal

SAP APO

(Advanced Planner

& Optimizer)

SAP BW

(Business Warehouse)

CRM System

as logical box

Using CRM Middleware data exchange between SAP ECC and SAP CRM

is possible.

CRM Architecture




SAP CRM ARCHITECTURE










14

CRM Marketing

•CRM Sales

•CRM Service

•CRM Channel Management

•CRM Customer Interaction Centre

•CRM Analytics

•CRM Field Applications

•CRM E-Commerce

What all SAP CRM Covers?




15

CRM Marketing covers mainly……….

•Marketing Plan and Campaign Management

•External List Management

•Lead Management

•Market Segmentation

CRM Marketing




16

CRM Sales covers mainly………

•Account and Contact Management ( Business Partner and

Contact Person Information)

•Activity Management (Business activity and Tasks)

•Opportunity Management ( Sales Methodology)

•Quotation and Order Management.

•Contract Management.

CRM Sales




17

CRM Service covers mainly……

Service Order Processing ( service Order, Service Plan, Service Contract

and Billing)

•Case Management

•Complaint and Return Processing

With Case Management, customer-service representatives do not have to

search multiple data sources to determine the status of ongoing cases.

mySAP CRM enables service employees to consolidate and manage related

information on an ongoing basis in the form of a case.

A case combines service orders, sales orders, complaints, documents,

customers, partners, and activities that are related to each other.

CRM Service




COURSE CONTENT

1.ORGANIZATIONAL MODEL ,

2. ACCOUNT MANAGEMENT

3. PRODUCT MASTER

4. TRANSACTION PROCESSING

5. ACTIVITY MANAGEMENT

6. ACTIONS

7. PARTNER PROCESSING

8. PRICING

9. BILLING

10.MIDDLEWARE




COURSE CONTENTS (continued…)

12. MARKETING

13. SALES

14. SERVICE

15. INTERACTION CENTER




20

CRM and Internet Applications




21

With the Internet Sales and Internet Customer Self-Service application

components, Internet users can access the mySAP CRM solution to

configure and purchase products from published catalogs, or to request

a particular service.

The shipped, standard templates provide a ready-to-run solution, but

can also be adjusted to meet individual requirements.

CRM and Internet Applications




22

The Interaction Center supports various communication channels, such as

telephone, e-mail and fax, as well as Internet applications such as Call Me

Back, Co-Browsing, and Voice over Internet Protocol (VoIP).

CRM CIC Architecture




23

CRM CIC : WebClient




24

What CRM Analytics offers?

•Measuring

•Forecasting

•Plans and Optimizing

E.g.., Marketing Analytics, Sales analytics, Service analytics

With SAP BW’s comprehensive evaluation and navigation options, you

can measure the influence of your customer relations on the success of

your business, as well as the efficiency of individual actions.

CRM Analytics




How is SAP CRM configured ?

DATE MANAGEMENT




DATE MGMT TERMINOLOGIES & CONCEPTS

Date type :A description of a date such as start of contract, end of contract or date of signature

Duration : A timeframe between two points in time that consists of a number value and a time unit. The number value does not have any defined meaning without the time unit. Different durations, such as a second, a day, a month, or a year, cannot simply be converted from one to the other. The duration always has a local reference, that is, it has a reference object via which the time zone and the calendar can be determined.

Date Rule : A method for calculating times.This calculation can depend on other times, durations, and reference objects.

Date rules have a version management. This makes sure that date rules used in transactions that are not yet completed, can remain unchanged. You can create a new version from these date rules, which is valid as of the creation date.

Requirements: XML knowledge is necessary in order to work with the rule editor.




Reference object : You can use the reference object to control which time zone and which factory calendar the dates and durations refer to. Instead of automatically using the time zone and calendar of the user or of the system, you can set the system to use another time zone when calculating the dates, namely that of the reference object.You can allow one or several reference objects for one date profile. You must assign one of the allowed reference objects for each date type or duration type. You cannot create any new reference objects.

Calculation sequence :You can enter a calculation item for date types. This specifies the sequence in which the system calculates the dates. For example, if you enter a 1 here for the cancellation date, the system calculates the other date types for the date profile outgoing from this date type. Choose the sequence so that dates which appear in other date rules are calculated first. (For example: Contract start date = current date, contract end date = contract start date + 12 months. The contract start date must be known, in order that the end date can calculated).

One-time calculation of dates: You can determine that a date in a document remains the same after the first calculation and is not re-calculated with each change to the document, for example, the date type "Contract Start". For this, select the Determine Date Only Once field in the group frame Date Rules of date types.

Displaying dates :In order to define the sequence and editabilty of date types in the WebClient UI, you need to:

Select the appropriate screen area and activate or deactivate the Only Display Field indicator, depending on whether you want the date type to be editable or not.

Specify in what sequence you want the date type to appear in the Display Position field.






ThanksKMR Software Services

http://www.kmrsoft.comEmail : [email protected]/

[email protected]: +91 9966003349Skype : KMRSS.SAP


http://www.kmrsoft.com/

mailto:[email protected]/


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Sap Crm Functional Overview Training by Kmr