CRM Overview

TCRM10 CRM - Fundamentals FS310 Inkasso/Exkasso

TCRM10

CRM – Fundamentals

THE BEST-RUN BUSINESSES RUN SAP  SAP AG 2004

© SAP AG 2004

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SAP CRM 4.0

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2004/Q3

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Material number: 50069994

© SAP AG

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Copyright

Copyright 2004 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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Trademarks: „ Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. „ Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. „ IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

„ Oracle is a registered trademark of Oracle Corporation. „ UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. „ Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

„ HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

„ „ „ „

Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mySAP, mySAP.com, xApps, xApp, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

„ These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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Basic Training as Solution Consultant CRM – Telesales, Internet Sales, Service, Marketing und Analytical CRM (CRM 4.0) Joining SAP Project Team Training CR300

3 days

CR400

2 days

CRM Interaction Center WinClient

CRM Sales

CR410

CRM ECommerce

10 days

CRM – Fundamentals

CR700

3 days

3 days

3 days Certification as Solution Consultant CRM – Internet Sales (CRM 4.0)

Certification as Solution Consultant CRM – Marketing (CRM 4.0)

CRM Marketing

CR900

Certification as Solution Consultant CRM - Telesales (CRM 4.0)

Certification as Solution Consultant CRM – Service (CRM 4.0)

CRM Service

CR600

3 days

CRM Interaction Center WebClient

CR800

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Joining Certification Events

3 days

Certification as Solution Consultant CRM – Analytical CRM (CRM 4.0)

Analytical CRM

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© SAP AG

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Course Prerequisites

Essential z Basic business knowledge of CRM processes and CRM concepts

Recommended z Knowledge of SAP R/3 SD business processes (for example, SCM600 processes in sales and distribution) or certification in SCM Order Fulfillment

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Course Overview

Contents: z Course goals z Course objectives z Course content

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Course Goals

At the conclusion of this course, you will be able to: z use the basic knowledge a CRM Solution

Consultant requires for all consultant profiles

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Course Content: TCRM10 CRM-Fundamentals

Preface

Section

Case Study

Course Overview

Section

Review / Certification Preparation

Section

mySAP CRM Overview

Section

CRM Base Customizing

 SAP AG 200 4

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This SAP Consultant Education course contains different individual courses (sections), each of which deal with a separate topic.

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Each individual course (section) is subdivided into different units.

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Section: mySAP CRM Overview

mySAP CRM Overview

 SAP AG 2004

FS310 Inkasso/Exkasso

SAPCRM mySAP CRM Solution Overview

mySAP CRM Solution Overview (Release 4.0)

THE BEST-RUN BUSINESSES RUN SAP © SAP AG 2004

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Prerequisites Prerequisites: This course does not require mySAP CRM or SAP R/3 knowledge.

Recommended: This course is also offered in electronic form. The mySAP CRM Learning Map “mySAP CRM Solution Overview” provides you with SAP eBooks (narrated unit slides), SAPTutorials (interactive screencams allowing you to work through all demos and exercises) and the links to the documentation. You may deepen your knowledge of SAP CRM 3.1 and “SAP CRM 4.0 functionalities by studying the respective mySAP CRM Learning Maps. Customers and partners get access to the my SAP CRM Learning Maps via SAP Knowledge Products: service.sap.com/okp

 SAP AG 2004

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Target Group – Duration Target Groups: SAP R/3 as well as non-SAP Customers considering an implementation of mySAP CRM Customers and consultants who need to get a fast, yet sound overview of key capabilities and processes of mySAP CRM

Duration: 3 days

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Learning Map Objectives This Learning Map will enable you to Describe how you may benefit from the mySAP CRM solutions Convey the advantages of having mySAP CRM within your company Develop solutions to address your customer-related business requirements jointly with the implementation team

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Introduction to mySAP CRM

mySAP CRM Overview Case Study Why choose mySAP CRM?

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Introduction to mySAP CRM: Unit Objectives

At the conclusion of this unit, you will be able to: „ Explain how mySAP CRM fits into the enterprise ecosystem with mySAP Business Suite „ Describe the key processes of the functional and channel key capabilities as well as mySAP CRM for Industries „ Name the advantages mySAP CRM offers to address challenges faced by customers

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Introduction to mySAP CRM: Business Scenario

Competitive markets, demanding customers and the need to optimize internal processes put companies under great pressure. They are now looking for a software solution which provides seamless end-to-end integration, offers the functionality required by their industry and can be flexibly deployed.

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What is CRM?

Customer Relationship Management (CRM) is a business strategy aimed at optimizing customer-facing activities for the greatest impact on business success

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mySAP CRM as Part of the mySAP Business Suite mySAP Business Suite and the Enterprise Ecosystem Product & Services Customer

Purchase Order Management

mySAP SRM

Sales Order & Delivery Management

Maintenance & Quality

mySAP ERP Financials Human Resources Corporate Services Operations Inventory & Production

Supply Chain Partner

mySAP CRM

mySAP SCM

Multichannel

mySAP PLM

SAP NetWeaver Partner Operations & Administration

 SAP AG 2004

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mySAP Business Suite is a suite of business applications and application & integration platforms. It enables companies to manage the entire value chain across business network which, in turn, makes them more flexible. y mySAP Business Suite consists of the following SAP solutions y mySAP CRM (Customer Relationship Management) y mySAP SCM (Supply Chain Management) y mySAP PLM (Product Lifecycle Management) y mySAP SRM (Supplier Relationship Management) y mySAP HR (Human Resources) y mySAP FIN(Financials) y mySAP Mobile Business y SAP NetWeaver

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Departments of an Enterprise Driving Customer Interactions Which departments of an enterprise are involved in customer-facing activities?

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Customer Related Activities in Marketing Key Processes „ Campaign Management „ Customer Segmentation „ Lead Management „ E-Marketing „ Trade Promotion Management (TPM) „ Marketing Planning and Analytics

 SAP AG 2004

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mySAP CRM Marketing is the only solution that encompasses the entire marketing process for extensive customer engagement.

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It delivers the critical capabilities of marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation in an easy, intuitive and configurable interface.

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Through the personalized “gateways” enabled by mySAP CRM’s “portal infrastructure”, marketing plans can be developed and budgeted at an enterprise perspective and executed at any level within the organization.

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Initiatives can be designed and executed to meet specific corporate objectives – with associated KPIs defined and measured to ensure bottom-line results.

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Through embedded analytics, fiscal results delivered through executed marketing plans and campaigns are recorded in real-time for intelligent decisions and “true” ROI reporting.

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Additionally, its open architectural design and in-built connected capability with SAP’s underlying web application server provide assurance and confidence that implied “marketing” promises can always be delivered with complete visibility through the supply chain.

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Customer Related Activities in Sales Key Processes „ Sales Order Management, Quotations and Contracts „ Account and Contact Management „ Opportunity and Pipeline Management „ Task and Activity Management „ Incentives and Commissions Management „ Leasing „ Sales Planning and Analytics

 SAP AG 2004

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mySAP CRM Sales spans all customer sales channels ensuring seamless, scalable customer transactions.

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mySAP CRM supplies organizations with world-class Enterprise Sales, Telesales, Field Sales and ESelling solutions to transact with their customers anytime, anywhere.

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“Enterprise Sales” enables organizations to plan and forecast sales activities accurately, analyze the sales pipeline in a timely manner, manage tasks effectively, target cross- and up-selling opportunities, and promote collaboration in a team-selling environment.

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“Telesales” leverages the core capabilities of the mySAP CRM Interaction Center. It speeds customer interactions enabling real-time targeting, identification and transfer of qualified leads to an organization’s enterprise sales force.

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“Mobile Sales” provides the ability to accurately plan and forecast sales, rapidly assess pipeline opportunity, effectively manage tasks, target cross-sell/up-sell opportunity and collaborate within a sales team, in real-time, through online/offline access from any mobile computing device.

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“E-Selling” empowers an organization’s customers with personalized, convenient and consistent service 24x7x365. Customers can access and research information and then purchase products or services anytime, anywhere.

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Customer Related Activities in Service Key Processes „ Service Request, Service Order and Contract Management „ Complaint Management „ Case Management „ Installed Base Management Knowledge Management „ Workflow and Escalation Management „ Workforce Management „ Professional Services „ Service Planning and Analytics

 SAP AG 2004

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mySAP CRM Service offers consolidated, operational insight enabling unparalleled service and fulfillment appropriately matched to customer revenue potential. It equips organizations with comprehensive capabilities in the areas of Customer Service and Support, E-Service, Service Operations Management and Field Service. “Customer Service and Support” enables customer service centers to manage and fulfill commitments to both partners and customers with efficient service planning and execution. It manages the entire service process, from creating and updating service requests and complaints to the scheduling of qualified field personnel for on-site repairs. “Service Operations Management” centralizes service planning – tactically and strategically – through service administration, transactional support and operational/financial analytics. It supports both single and multi-tiered organizations across their complete lines of business and equips firms with the ability to plan, monitor and control service costs for optimal customer profitability. “Mobile Service” empowers service employees with the full power and knowledge of the entire enterprise. Companies are assured that the right individuals are deployed with the knowledge needed to exceed customer service expectations. Service Parts and Service Order Management ensure that field staff are able to check inventory, locate materials and place orders for specific components with precision and confidence regardless of location or time. “E-Service” leverages the real-time, self-service potential of the Internet to help organizations lower costs and improve customer satisfaction 24x7x365. Customer portals offer consumers complete and controllable familiarity. Voice-recognition coupled with knowledge management extends the real-time convenience of the web to those without web access. Chat and collaborative web technologies allow instantaneous and uniform service delivery anywhere in the world.

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Customer Interaction Channels

Which channels does an enterprise use to interact with customers?

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Customer Interaction Channels

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Deep Industry Processes go Beyond Data and Presentation Layers Why is it important to consider industry-specific requirements?

Business Partner

What do I

sell or service?

How do I

sell or service?

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Citizen in Public Sector

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Physicians in Pharmaceuticals

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Stores in Retail

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Retailer and Consumer in Consumer Products

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„ … Materials and Sets in Consumer Products

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Orders in Consumer Products

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Vehicles in Automotive

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Cases in Public Sector

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Consultants in Professional Services

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Contracts in Utilities

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…

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…

Business

Product

Processes

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Key Industry Processes within mySAP CRM Manufacturing Industries

Service Industries

„ Customer and Vehicle Relationship Management (Automotive)

„ Professional Services

„ Trade Promotion Management (Consumer Products)

„ Intellectual Property Management, Campaign Management for Advertising and Subscriptions

(Service Providers)

„ Channel Sales Management (High Tech)

(Media)

„ Value Based Detailing, Contracts and Chargeback (Pharmaceuticals)

„ Sales Management for Commercial and Industrial Customers

„ Sales Against Contracts (Oil & Gas) „ Asset Services Portal (Industrial Machinery & Components) „ Lean Batch Management (Process Industries) „ …

(Utilities)

„ Case Management

INDUSTRYSPECIFIC CRM

(Public Sector, Financial Services, Telco)

„ Constituent Services (Public Sector)

„ Contract Sales in Dealer Portal (Telco)

„ Leasing „ Customer Oriented Banking and Insurance Services „ …

 SAP AG 2004

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SAP has adopted a strong, outside-in driven development strategy that delivers on the market demands defined by our customers and will continue to keep us at the forefront of emerging market trends. This effort is supported by our great expertise across 23 industries and unrivalled investment in research and development. While focus industries differ by region and even by country, SAP CRM 4.0 delivers value to customers across all major industries. In a comprehensive roll-in process, it was decided jointly between Field, Marketing, IBUs and Development which scenarios to develop for which industry – balancing input from SAP regions, customer groups, analysts, and partners with market potentials.

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An essential prerequisite for all of this is the capability to model the three decisive entities of any CRM solution which vary from industry to industry – on the one hand, the customer and partner ecosystem as well as the products and services to be offered; on the other, the business transactions required by the individual industries.

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Introduction to mySAP CRM

mySAP CRM Overview Case Study Why choose mySAP CRM?

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Case Study of mySAP CRM Solution Overview 44

Analyst looks at the sales distribution and classifies customers

mySAP CRM Marketing

33

55

mySAP CRM Analytics

mySAP CRM Field Appl.

99

Marketing manager creates a target group and a marketing campaign mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP 10 10 Service technician CRM provides solution Solution to customer Customer calls, IC agent creates complaint 88

mySAP CRM Service

Service rep creates service order and assigns appointment to service technician

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

mySAP CRM Interaction Center

66

77

Sales order is replicated to SAP Enterprise and delivery takes place

Note: Numbers correspond to chapters  SAP AG 2004

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Introduction to mySAP CRM

mySAP CRM Overview Case Study Why choose mySAP CRM?

 SAP AG 2004

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Why choose mySAP CRM? – End-to-End Processes 1. Support of Seamless End-to-End Processes

CRM Processes Across the Value Chain

Powered by NetWeaver  SAP AG 2004

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Complete, Best-In-Class Integrated business applications y The suite combines best-in-class proven business applications (SAP CRM, SAP SCM, SAP R/3 Enterprise,…) into a business and technology foundation powered by SAPNetWeaver. All applications are built on the SAP Web Application Server; common development, administration and security environments are used across all applications. The portal is the information delivery framework for all applications, whether SAP or non SAP. Mobile business applications in each solution are built on the mobile infrastructure to drive business mobility. The integration broker and Business Process Management provide process centric integration for SAP and non-SAP systems within and beyond enterprise boundaries based on open standards such as XML, Java and web services standards.

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Extension beyond “ERP” capabilities in synchronization with ERP y The prepackaged Integration to SAP R/3 enables companies to add CRM, SCM, PLM and SRM capabilities to their SAP R/3 installations and ensure low TCO and fast T2B.

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Broadest business content y SAP is the only infrastructure provider that offers broad and diverse connectivity and business content developed by SAP and its partners network, based on SAP’s intimate, longstanding knowledge of intricate business processes in more than 20 industries. This content shortens the development cycle for customers and drives down the cost of integration projects.

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Why choose mySAP CRM? – Industry-Specific Capabilities 2. Best Industry-Specific Capabilities

Industry-Specific Solutions as Strategy

„ 30 years of industry expertise „ Best practices developed with largest customer base and joint development projects with leading organizations „ Powerful organization in place across 23 industries „ Largest partner ecosystem  SAP AG 2004

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Best of Suite by Industry y Broadest Best-In Class business application (#1 or #2 Position of SAP in the respective market category) and platform footprint and industry specific capabilities and content for more than 20 industries.

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Powered by SAP NetWeaver y Open application and integration platform with world class operations concept to run entire businesses and business networks in a secure and reliable fashion.

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Prepackaged Integration y mySAP Business Suite provides business applications which are integrated by design and have open interfaces. The prepackaged integration between SAP business applications including SAP R/3 enable real-time end-to-end business scenarios.

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Enabling Adaptive Business y SAP NetWeaver enables an open approach to adapt your system infrastructure to changing needs. mySAP solutions provide real-time data integration with the SAP R/3 transactions and leverage business analytics and planning applications to enable the user to adapt his business to changing customer and market requirements.

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Why choose mySAP CRM? – Modular Deployment 3. Modular Deployment Enables Fast Return on Investment

Customers start according to their priorities, realize fast ROI and expand solutions step-by-step SAP Customer’s Quick Steps to CRM Value

mySAP CRM @ Customer Site Product Proposal

Field Sales OMS

Outbound Telesales Campaign Automation

Interactive Selling

mySAP CRM Platform

 SAP AG 2004

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Sample Solution Maps: CRM Enterprise

 SAP AG 2004

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Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. Sometimes, the visualization, evaluation and further communication of these business processes can pose a real challenge. SAP’s Solution Maps allow you to quickly understand business solutions and the business value they can bring to a company. They help focus on the core processes and functions that can increase a company’s ability to compete, strengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves.

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The Business Map portfolio is a comprehensive collection of industry-specific, cross-industry and infrastructure and services blueprints, of Solution Maps and Collaborative Maps. Using the industry knowledge and technical expertise SAP has acquired through extensive business experience and research, Business Maps outline specific ways that technology can help integrate companies’ existing resources and extend business processes beyond the borders of traditional enterprises.

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You access the SAP Solution Map for mySAP CRM via the Service Marketplace, alias Solutionmaps, SAP Business Maps > Cross-Industry Maps.

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Sample Solution Maps: mySAP CRM Sales (extract) Sales (1) Sales Planning and c Forecasting Integrated EBusiness Planning Platform (S1) Flexible Modeling (S1) Strategic Planning (S1) Supply Chain Integration (S1)

Territory Management Market Segmentation (S1) Territory Maintenance (S1) Assignment Scheduling (S1) Territory/ Organizational Mapping (S1)

Account and Contact Management Account and Contact Person (S1) Search and List (S1) Fact Sheet (S1, S2) Interaction History (S1)

Rolling Forecast (S1)

Responsibility Determination (S1)

Activities (S1)

Collaborative Planning (S1)

Mobile Business Support (S1)

Addresses (S1)

Planning-Cycle Monitoring (S1) Performance Reviews (S1)

Territory Reorganization (S1)

Sales Planning Cockpit (S1) Business Content (S1)

Sales Analysis by Territory (S1) Interface to ThirdParty Territory Planning Tools (S1)

Opportunities (S1) Relationships (S1) Pricing (S1) Notes (S1) Attachments (S1) Print Account Overview (S1) Email and Fax Integration (S1)

Activity Management

Opportunity c Management

Tasks and Business Activities (S1) Automatic Partner Determination (S1) Automatic Organizational Data Determination (S1) Status and Result (S1) Notes (S1) Attachments (S1) Private Activities (S1) Groupware Integration (S1) Campaign Reference (S1) Activity Journal (S1) Follow-Up Documents (S1) Action Management (S1) Workflow Management (S1) Activity Monitor (S1) Multiple Survey Assignment (S1) Document Flow (S1) Active/Passive Analysis (S1) Success/Failure Analysis (S1) Customer Care Intensity Analysis (S1) Activities per Organizational Unit Analysis (S1) Activity History Analysis (S1)

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Planned Activities Analysis (S1) Sales Cycle Analysis (S1)

Opportunity Planning (S1) Sales Team (S1) Competitors (S1) Product Notes (S1) Individual Sales Cycle (S1) Automatic Partner Determination (S1) Automatic Organizational Data Determination (S1) Product Category (S1) Pricing (S1) Follow-Up Documents (S1) Product Configuration (S1) Expected Product Value (S1) Attachments (S1) Competitor Products (S1) Multiple Survey Assignment (S1) Project Milestones (S1) Lead to Opportunity Workflow (S1) Status and Reason (S1) Buying Center (S1) Assessment (Survey) (S1) Competitor Analyses (S1) Sales Assistant (S1)

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Quotation and Order c Management Inquiries (S1)

Contract Incentive and Management and Commission c c Management Leasing Value Contracts (S1)

Quantity Contracts Quotations (S1) (S1) Sales Orders (S1) Releasable Mixed Documents (S1) Products (S1) Automatic Automatic Organizational Data Organizational Data Determination (S1) Determination (S1) Automatic Partner Automatic Partner Determination (S1) Determination (S1) Automatic Text Text Management Handling (S1) (S1) Status Status Management (S1) Management (S1) Pricing (S1) Pricing (S1) Attachments (S1) Attachments (S1) Incompletion Credit Management Check (S1) and Credit Check Credit Management (S1, S2) and Credit Check Payment Card (S1, S2) Processing (S1, Payment Card S2) Processing (S1, Workflow S2) Management (S1) Workflow Automated FollowManagement (S1) Up Processes (S1) Automated FollowOutput Up Processes (S1) Determination (S1) Document Flow (S1) Pricing and Product Product Listing/ Configuration (S1) Exclusion (S1) Document Flow Product (S1) Determination (S1) Product Date Management Configuration (S1) (S1) Batch Processing Authorized (S1, S4) Partners (S1, S2) Sales Document Monetary Value in with Structured Quantity Contracts Products (S1) (S1)

Incentive Plan Modeling (S31) Configuration Templates (S31) Roll Up Hierarchies /Indirect Participants (S31) Contracts and Agreements Handling (S31) Individual Plans (S31) Segment Management (S31) Participant Determination (S31) Transaction Valuation (S31) Commission Remuneration (S31) Incentive (Bonus) Remuneration (S31) Quota Attainment Calculation (S31) Results Adjustments (S31) Posting and Settlement (S31, S11, S9) Commission Simulation (S31) Commission Status Management (S31, S13, S137, S99)

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CRM Content Supports Implementation

CRM Solution Manager Content 4.0

Component Views

Configuration Guides

 SAP AG 2004

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SAP CRM 4.0 Business Scenarios are designed to help customers to reduce costs, increase revenue and increase customer satisfaction. They support nested Business Processes in Sales, Service and Marketing across various interaction channels.

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With the current release of mySAP CRM, SAP Solution Manager provides pre-configured CRM content in the form of 280 prepackaged business processes with heavy emphasis on the requirements of 23 industries. More than 90 prepackaged Business Scenarios with 130 variants are offered in all key capabilities of the mySAP CRM Solution portfolio: Marketing, Sales, Service, Analytics, Field Applications, Interaction Center, E-Commerce and Channel Management. Presently, 15 Business Scenarios are specifically designed for ten different industries and the number of predefined Business Scenarios is constantly growing. The industries covered are Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Utilities, Telecommunications and High Tech.

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The business processes are displayed graphically using SAP Component Views®.

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CRM business content is shipped exclusively through SAP Solution Manager. A download of regular updated content is available through SAP Service Market Place.

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Introduction to mySAP CRM: Unit Summary

You are now able to: „ Explain how mySAP CRM is part of the enterprise ecosystem with mySAP Business Suite „ Describe the key processes of the functional and channel key capabilities as well as mySAP CRM for Industries „ Name the advantages mySAP CRM offers to address challenges faced by customers

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Foundation & Architecture

mySAP CRM Architecture Overview Channel Architecture People-Centric CRM and mySAP Enterprise Portal Roles in mySAP CRM

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Foundation & Architecture: Unit Objectives

At the conclusion of this unit, you will be able to: Describe the various components of the mySAP CRM architecture List the various channels used within the mySAP CRM landscape Explain the concept and advantages of People-Centric CRM List the pre-configured user roles in mySAP CRM

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Case Study: Foundation & Architecture

In order to optimize your customer interactions, you intend to implement different channels within your company, such as internet, telephony, field and/or partners. Therefore, you need to understand the system landscape for mySAP CRM. Additionally, you wish to provide your employees with an intuitive and user-friendly user interface to execute their daily work.

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Customer Centric E-Business with mySAP CRM

The Solution is Complete

Rich Functionality and Supporting Capabilities

 SAP AG 2004

Today’s complex customer problems require a deployable CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers. mySAP CRM combines extensive functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers. All of this enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions. mySAP CRM is built on an open, reliable, secure and scalabe technology platform. The comprehensive range services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

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mySAP CRM Architectural Concept Telephony, e-mail

SAP R/3

CRM System

Internet As logical box

Mobile Clients Handhelds

SD

SAP Enterprise Portal

SAP BW

SAP APO

 SAP AG 2004

mySAP CRM is the sum of all CRM functions and incorporates not only CRM components but also the SAP Business Information Warehouse (SAP BW), Advanced Planner and Optimizer (SAP APO) and SAP R/3. mySAP Customer Relationship Management (CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. The following application components are supported in mySAP CRM: Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives. Internet: Internet users may configure and order products or services using the Internet components of mySAP CRM. Mobile Clients / Handhelds: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server. The mySAP CRM solution offers you the following fully-integrated connections: The SAP CRM System as a central CRM server with its application components. SAP R/3 as a back-end system with proven ERP functions. The SAP BW System as a data warehouse solution with comprehensive statistical and analysis possibilities. The SAP APO System as a global Available-to-Promise (ATP) check and demand planning solution. The SAP Enterprise Portal as a tool that provides you with integrated access to all systems. © SAP AG

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SAP CRM and Other SAP Systems

SAP R/3

SAP CRM CRM Enterprise CRM Middleware R/3 Adapter

Plug-In

BW Adapter

SAP BW

SAP APO

 SAP AG 2004

Data is exchanged between the CRM system and a connected OLTP R/3 (minimum release 3.1I) system primarily via the CRM Middleware. A plug-in installed on the OLTP R/3 System acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master and transactional data to the CRM System, as well as delta data in both directions. Sales orders are entered in the Internet Sales application component, Interaction Center, Mobile Client or the CRM Server. To confirm whether the requested items can be delivered on time, you need to carry out the Available-to-Promise (ATP) check. The SAP Advanced Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution. The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

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CRM Middleware

The CRM Middleware Is an integral part of the CRM Server Is the message hub Requires No extra software No extra installation No extra server Benefit: Reduced integration costs

CRM Server CRM Middleware Groupware Adapter External Interface Adapter

CRM Server Applications • Interaction Center

CRM Adapter (Validation Service)

R/3 Adapter

• Opportunity Mgmt. • Marketing Planning • Campaign Mgmt. • ...

BW Adapter Mobile Client Adapter

SAP Web Application Server

CRM Database

 SAP AG 2004

The mySAP CRM solution supports the handling of CRM business objects, such as customers and prospects, activities and opportunities, products and product catalogs in a variety of application components such as Internet Sales, Service Interaction Center, Telesales and Campaign Management. Some of these components need external extensions for communication or integration purposes. These components will be described in more detail in later sections. A middleware layer supports the controlled data exchange with other systems – mobile clients, backend systems, and data warehouses. Especially for mobile clients, a replication mechanism ensures a consistent and up-to-date data set on the distributed local databases. Message queuing ensures delivery and processing of data. Software adapters are used to connect to external systems. These adapters assign data and convert it into various formats. The ASCII Adapter and external interfaces are provided for this purpose. The mySAP CRM application components also exchange data with the middleware layer via a CRM adapter. The mySAP CRM solution is built on the SAP Basis System, which provides a proven development platform, scalability, platform independence, and various other SAP R/3 tools. Therefore, the mySAP CRM solution can be configured in the same flexible way as SAP R/3.

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mySAP CRM and Internet Applications Firewall

Firewall

Web-Browser Internet Pricing & Configurator (IPC) WebServer

Index Server & Search Engine

CRM Server

E-Selling E-Service

J2EE (Java 2 Enterprise Edition) Appl. Server

Web Middleware  SAP AG 2004

The Internet Sales and Internet Customer Self-Service application components offer access to the mySAP CRM solution for Internet users connecting 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. The Internet application components are available via a Web server and are made possible by J2EE (Java 2 Enterprise Edition) technology. This technology represents an open, non-SAP proprietary platform. Product catalogs are exported from mySAP CRM to an external index server for faster access to product data. The Internet & Pricing Configurator (IPC) component provides configuration and pricing data for Web applications. This design as a separate component ensures the high performance needed in an Internet environment.

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mySAP CRM Interaction Center Architecture

CRM-System E-Mail-Server

SAPconnect

SAPphone Telephone Switch

CTI-Server

(for IC WinClient)

ICI (for IC WebClient)

 SAP AG 2004

The Interaction Center supports various communication channels, such as telephones, e-mail, fax and Internet applications such as Call me back, co-browsing, and voice over Internet protocol (VoIP). For the Interaction Center WinClient you can make telephone and e-mail connections using the SAP standard interfaces (APIs) SAPphone and SAPconnect. SAPphone forms an interface between the mySAP CRM application components and Computer Telephony Integration (CTI). CTI, in turn, creates the connection to telephone switching. CTI vendors can be certified through the SAP Complementary Software Program (CSP). The SAPphone standard interface guarantees flexible scalability of the CTI components. The SAPconnect interface is used in combination with SAP workflow to support the complete e-mail cycle from and to business partners. In the Interaction Center, WebClient multichannel options are consolidated through the Integrated Communication Interface. By leveraging new technology such as Extensible Markup Language (XML) and Simple Object Access Protocol (SOAP), mySAP CRM open integrated communications interface (ICI) supports the integration of mySAP CRM solutions with non-SAP communications products, such as universal queue, computer telephony, automatic call distribution, interactive voice response, e-mail management and text chat systems. As a result, companies leverage their existing technology investments.

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mySAP CRM Mobile Sales/Service (Laptop Solution) Mobile Sales / Mobile Service Mobile Client application with separate database on the laptop Workgroup Solution Groupware Integration Local Pricing and Configuration Engine

Data Synchronization with CRM Middleware Filtered and unfiltered replication Dependencies between objects Territory Management Realignment

Solution Management Fast Deployment with automatic installation process Backup and Recovery  SAP AG 2004

The mySAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales and service employees. Users have complete access to all relevant information on their laptops. However, each user can access data in his area of responsibility only (for example, all customers of one postal code). This data is updated by regular data exchanges between laptops and the central server. The communication station serves as a translator between the CRM server and the mobile clients. The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented, visual modeling tool. The CRM Middleware provides the necessary functionality for the data replication to mobile clients.

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mySAP CRM Mobile Sales/Service for Handheld Mobile Device

Native application (Custom add-on)

Browser

Based on SAP Mobile Engine

JSP (standard and custom developed)

Synchronization, Data

JSP based mobile client applications for sales and service representatives on the handheld Replication of relevant business data to the user’s handheld Territory Management

SAP Mobile Engine Native UI

Local Web server

Mobile Sales / Mobile Service for Handheld

Platform Pocket PC Synchronization Service Deployment with automatic installation process

 SAP AG 2004

The Mobile Sales for Handheld and the Mobile Service for Handheld applications run on mobile devices supported by the SAP Mobile Engine, the central platform for mySAP Mobile Business applications. The SAP Mobile Engine is installed locally on a mobile device and is equipped with a Web server, a database layer and its own business logic. Staff working remotely can, therefore, work offline and do not have to wait for a network connection to complete time-critical business applications. The SAP Mobile Engine offers tools for synchronization and data replication that make the data of the mobile device consistent with that of the backend. SAP Mobile Engine is based on the following open industry standards: Java eXtensible Markup Language (XML) SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed. This open system architecture makes the platform independent of both the mobile devices and the network and supports mobile devices such as Personal Digital Assistants (PDAs), laptops and Smart Phones. SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser. © SAP AG

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People-Centric CRM People-Centric CRM Intuitive User Interface Portal-based access to multiple applications and data sources Pre-configured user roles Knowledge Management Personalization and configuration

Link from Opportunity detail to related Account detail

 SAP AG 2004

User-friendly user interface Intuitive and recognizable interaction design. Easy navigation and Internet-like behavior. User adoption of CRM solution is key to success. Pre-configured user roles Preassembled content for complete business tasks. Easy adaptation of the roles for specific needs. Knowledge Management (KM) Users request easy access to the knowledge of the entire enterprise through a single point of access. Documents should be displayed within their specific context (e.g. a CRM transaction). This context should be automatically accessed from the KM search result list. Personalization and configuration Users require personalization options to adapt content to their liking. User interface needs to be flexible and configurable to embrace customer-specific business requirements.

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SAP Enterprise Portal – A Cornerstone of People-Centric CRM Provides CRM Users with easy access to multiple sources Applications mySAP CRM, SAP R/3, non-SAP... Business Intelligence CRM Analytics Content and Documents for example Info Center with sales collateral Web for example news on market trends and competitors

 SAP AG 2004

A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for a certain purpose. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source. The relevant information and applications are consolidated for the users by content editors and portal administrators. For users, portals have advantages because the cumbersome search for information and applications is no longer necessary. The portal server creates the HTML from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the Enterprise Portal enable single-sign on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data. The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag & relate functionality). The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

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People-Centric CRM – Role Concept Individuals ... ... need to perform different job functions, business activities, and tasks

People-Centric CRM ... ... packages all content needed to perform a job function as a role A role consists of worksets for each business activity Each workset provides pages to access all underlying applications needed to perform a task  SAP AG 2004

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-theminute information each time they are launched. iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles. User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles. The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

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Pre-configured Roles in mySAP CRM

The following applications run in preconfirgured roles: Sales Marketing Service Interaction Center Channel Management Portal Administration Additionnally, a large number of industry roles is available or is planned.

 SAP AG 2004

Business packages are groups of related worksets. They are available through the iViewStudio (www.iviewstudio.com). The Business Package for SAP CRM 4.0 primarily supports the following roles: Sales: Sales Manager, Sales Representative, Billing Clerk Marketing: Campaign Manager, Lead Manager, Lead Qualifier, Account Manager, Trade Marketing Manager, Brand Manager Service: Service Manager, Service Representative Interaction Center: Interaction Center Manager, Interaction Center Agent Channel Management: Customer and Customer Administrator, Channel Manager, Partner Manager, Partner Manager – Channel Commerce, Partner Employee Portal administration: CRM Portal User, CRM Portal Administrator Additionnally, the Business Packages of the individual industries delivered in connection with mySAP CRM 4.0 contain a large number of mySAP CRM for Industries roles. Please see the chapter “mySAP CRM for Industries” for more information.

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People-Centric CRM – Roles in mySAP CRM Sales Sales Manager

Sales Representative

Is responsible for managing a team of sales employees and ensuring that the team’s sales targets are met.

Is responsible for maintaining customer relations and selling products and services.

Information-driven role

Operative role

Needs a lot of information, including analytics and planning functionality.

Needs operational data and transactional applications.

Billing Clerk

Sales Assistant

Moderates the entire billing document procedure, that is, the processing of invoices, credit memos, debit memos and cancellation documents.

Supports and assists the sales team in all aspects of sales.

Operative role Uses the system for his daily work. Focuses on operative tasks.

Operative role Is a professional user and uses the system for carrying out his or her daily work.

 SAP AG 2004

mySAP CRM Sales offers four roles for the People-Centric User Interface: The sales manager role provides sales managers with a single, personalized, and customizable interface for tools and information. It provides managers with one-click access to critical customer information as well as sales strategy, planning, key analytics and relevant Web content. With this type of access to critical sales data and processes, sales managers can manage team members more proactively, increase market share and ensure revenue targets are consistently met The sales rep role combines robust sales CRM functionality and Internet content within a single, customizable interface. It integrates centralized customer information with CRM functionality, maximizing the effectiveness of sales professionals by creating a personalized workplace where they can manage current and future sales opportunities. It provides sales professionals with one-click access to the critical information and tools needed to drive more revenue whilst ensuring no critical tasks are left undone The billing clerk role provides a single, personalized, tailored point of entry into all critical customer information and CRM features they need to process invoices and create credit and debit memos The Sales assistant supports the sales team in all aspects of sales: he maintains and updates customer master data, gathers information on prospects and customers, prepares quotations and sales contracts, ensures successful order processing, receives/accepts inquiries and complaints, maintains pricing data and other master data and prepares reports and analysis for the sales manager

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Foundation & Architecture: Unit Summary

You are now able to: Describe the various components of the mySAP CRM architecture List the various channels used within the mySAP CRM landscape Explain the concept and advantages of People-Centric CRM List the pre-configured user roles in mySAP CRM

 SAP AG 2004

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mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios

 SAP AG 2004

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mySAP CRM Analytics: Unit Objectives

At the conclusion of this unit, you will be able to: „ Explain how mySAP CRM Analytics is an integral part of a complete CRM Solution „ Use the analytical methods provided „ Describe the analytical scenarios

 SAP AG 2004

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Case Study: mySAP CRM Analytics Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing

33

Marketing manager creates a target group and a marketing campaign

mySAP CRM Analytics

mySAP CRM Solution

 SAP AG 2004

„

The Marketing Manager of our company analyzes sales & customer distribution and examines a given customer’s preferred sales channels. She discovers an untapped potential of additional revenues and decides on a new marketing campaign. The association analysis helps her to define cross-selling items to boost revenue.

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mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios

 SAP AG 2004

© SAP AG

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Customer Centric E-Business with mySAP CRM

The Solution is Complete

Rich Functionality and Supporting Capabilities

 SAP AG 2004

„

Today’s complex customer problems require a deployable CRM solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers.

„

mySAP CRM combines extensive functional capabilities in the core areas of Marketing, Sales and Service with award-winning Analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers.

„

All of this enables the closed loop interaction cycle, underlined mySAP CRM’s unique value propositions.

„

mySAP CRM is built on an open, reliable, secure and scalabe technology platform.

„

The comprehensive range services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

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Critical Steps for CRM Analytics CRM Analytics helps you capture and integrate your data into a single 360 degree view of your customer

Analytical methods can be used to analyze your relationships with your customers and the efficiency of your actions

r s te Ma ata D

Data

... ... ...

Relationship Targets Optimization The insights gained from the analysis enable personalized, customer-oriented actions to be triggered

Insight

Actions

t ig h s In

Relationship Planning helps you to coordinate your actions and focus your employees on common targets

The ROI of CRM doesn’t come from doing the same thing faster  SAP AG 2004

„

CRM Analytics is an integrated suite of analytical and planning solutions that fully enable companies to drive customer-centric processes.

„

It allows you realize the full profit potential of each customer with greater y Profit margins y Share of wallet y Satisfaction y Loyalty y Rate of conversion

„

It provides you with relevant analytical packages and content that enable you to y Measure, y Predict, y Plan and y Optimize

„

your customer relationships.

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Analytical Methods

 SAP AG 2004

„

mySAP CRM enables you to easily capture and synchronize all relevant data in your customer knowledge base and provides state-of-the-art reporting tools that allow you to monitor and measure the performance of your business. The predictive capabilities help you uncover hidden patterns and then deploy this knowledge to anticipate risks and opportunities in marketing, sales, and service.

„

What's more, mySAP CRM delivers an integrated and flexible planning platform so you can set clear goals and coordinate resources to achieve your business objectives. Most importantly, CRM Analytics gives your employees the information they need to support decision-making and to provide your most valuable customers with consistent and personalized services.

„

Critical steps to success: y Capture all relevant customer information from different sources and integrate it into a customer knowledge base with a 360° view y Measure and monitor the relevant key performance indicators to assess the success of your business y Uncover hidden patterns and trends that impact on your business, and apply these findings to predict future shifts in your customers’ behavior y Plan clear objectives for business and coordinate resources in order to achieve your goals y Deploy analytical results to optimize your operational processes and empower your employees to make informed decisions

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Analytical Scenarios

Analytical Scenarios provide you with predefined packages and content, which contribute the appropriate insight to drive customer-centric processes  SAP AG 2004

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mySAP CRM Analytics in Your Personalized Portal

Your Personalized Portal

Access to all the information you need!

Well-Structured Analytical Tasks

Analytical Areas

SCM Analytics

CRM Analytics

HCM Analytics

FI Analytics

External Data

 SAP AG 2004

„ „

„

„

„

The portal combines all types of analysis and all applications across all relevant areas into a single, rolebased view. You can publish the analytical results in your Enterprise Portal and thereby distribute them with ease throughout the company. This grants employees in different locations easy access to information of relevance to them and enables them to perform their tasks interactively, such as entering their plan data via the Web. Note: The first part of the cycle involves knowing where to focus and gathering supporting information. This may involve: y Getting alerts about pressing issues. Such alerts generally draw on information from the business process monitor in the SAP Business Infornation Warehouse. Example: A credit manager gets an alert that a customer is over their credit limit. y Getting external or internal news and documents Decide: The decision process typically involves performing more detailed analyses and collaborating with others. y Using the analysis capabilities to further investigate data. Example: The credit manager can investigate the credit history of the customer and run comparative statistics. y Using what-if analyses to investigate the consequences of various solutions. y Finding internal and external experts and sharing insight. Example: The credit manager finds the sales manager responsible for that customer and shares information. Act: When a decision is reached, it can be implemented directly. y Example: The credit manager adjusts the customer’s credit limit in the system and automatically generates the required notices and follow-up actions.

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CRM Analytics Architecture

 SAP AG 2004

„

From a more technical point of view, mySAP CRM Analytics consists of an operational CRM system plus a data warehouse that serves as a consistent customer knowledge base.

„

Using a common set of metadata as your basis, you can easily synchronize your master data, hierarchies and transactional data with your data warehouse, which ensures the highest degree of consistency and accuracy of your data.

„

SAP’s data warehouse provides all the functions you need to extract, transfer and upload data as well as to store data in operational data stores or OLAP cubes. Furthermore, it provides comprehensive reporting and navigation functions, such as Excel-based or Web-based queries.

„

The data warehouse is delivered with data mining engines that seamlessly access the data and write the analytical results back to your customer knowledge base. For more sophisticated data mining requirements, the solution is also fully integrated with IBM’s Intelligent Miner.

„

Predefined, business-specific applications, such as Customer Lifetime Value, ABC Analysis, Campaign Optimization using RFM, or Churn Management, are also included in the solution.

„

A Web-based portal front-end ensures easy, role-based access to all functions.

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mySAP CRM Analytics

Overview Analytical Methods „ Measure „ Predict „ Plan „ Optimize

Analytical Scenarios

 SAP AG 2004

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CRM Analytics: Analytical Methods

Roles

People-Centric CRM Master Data Application Engines Analytical Methods Globalization and Localization

Usability

Personalization

Business Partner

Product

Knowledge Workflow Product Management Management Configurator Measure Performance

Predict Events

Language Support

Measure Performance

Pricing and Tax

Organizational Structure Billing

Workforce Mgmt Services

Plan Success

Generic Global Functions

Predict Events

Content Sources

Plan Success

Output Framework

Optimize Relationships Localization Support

Optimize Relationships

 SAP AG 2004

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Methods – Measure Understand the performance of all customer interaction channels „ Collect all RELEVANT data „ Provide FLEXIBLE reporting options „ Discover the TRUE profitability and value of your customers

Measure

 SAP AG 2004

„

SAP BW’s extensive evaluation and navigation options enable you to measure how the customer relationship contributes to your company’s success and how efficient individual measures are.

„

Here you see a simple example of a report. It has y Easy-to-understand visualization y Comprehensive selection and drill-down functions y Exception reporting and conditions, and y A high degree of personalization

„

Take advantage of the flexible reporting options in the Web or in Excel.

„

Analytical methods are used to determine key performance indicators, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures.

„

All in all, mySAP CRM Analytics ensures that the items measured are closely related to the implementation of company strategy – by using them in the Balanced Scorecard, for example.

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Methods – Predict Predict customer behavior and its impact on profits Behavior Modeling „ Clustering „ Association Analysis „ Decision Tree

Predict

„ Scoring (Weighted Score Tables) „ Linear and Multi-Linear Regression

Value Modeling „ Customer Lifetime Value (CLTV) „ Pre-Evaluation of Campaigns

 SAP AG 2004

„

It is crucial to recognize behavioral patterns and to use them to predict future behavior.

„

To identify behavioral patterns, you can use y Clustering, which helps you learn more about your customer segments y Association Analysis, which helps you learn more about cross-selling behavior y Decision Trees, which help you to understand which specific profiles impact on a particular behavior that you observed and to apply this insight in prediction y Scoring to combine different aspects in an overall evaluation y Linear and multilinear regression to gather data for predicting future behavioral trends

„

Furthermore, you can y Use CLTV analysis to predict the future value of your customers y Use response rate prediction to simulate the success of your campaigns.

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Methods – Plan Develop the right strategies for success „ Drive strategy into planning „ Support planning across organizational boundaries „ Introduce predictive intelligence as part of planning

Plan Examples: • Opportunity Planning • Campaign Planning • Trade Promotion Planning  SAP AG 2004

„

An essential requirement in customer relationship management is to be able to implement a combined planning solution in the areas of marketing, sales and service for managing the acquisition and retention of the right customers while increasing the profitability of existing customers. Planning and Forecasting offers a comprehensive set of tools for planning at all stages of the different business processes across the enterprise. These tools allow you to construct a planning model that integrates global strategic planning and operational planning in a closed-loop process for online as well as offline scenarios.

„

Planning and Forecasting adds business value by allowing you to: y Formulate transparent strategies y Communicate the strategy across your entire enterprise y Coordinate your enterprise strategies with the goals of your employees y Link objectives with the annual budget y Identify and coordinate strategic initiatives y Perform gap analysis and scenario planning y Conduct regular performance reviews with feedback and corresponding strategy adjustments

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Methods – Optimize (Integrated Applications) Empower employees to make the right decisions „ Offer the right products and services to the right customers at the right time „ Trigger customer-centric actions using CRM Analytics „ Support decisions in real time

Optimize

Example

Target Group Selection Campaign Optimization  SAP AG 2004

„

However, mySAP CRM Analytics is not just about measuring results. It is also about applying these results to optimize operational processes. The goal of CRM Analytics can only be said to have been achieved when employees are equipped with the information they need to make the best possible decisions in their daily work. In this way, a call center agent can call up all key customer figures onscreen and the system uses these key figures to make a recommendation – or “script” – about how to provide optimum support for the customer. In the process for target group creation, a campaign manager can easily access analytical results, such as response probabilities and customer categories, and use these to optimize a campaign.

„

Deploy analytical results in your operational processes and empower your employees to make informed decisions.

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Methods – Optimize (Transfer of Analytical Results) Use Analysis Process Designer to Transfer Analytical Results to CRM Marketing Attributes

 SAP AG 2004

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Methods – Optimize (Real-Time Analytics) Conduct a personalized dialog with your customers using Real-Time Analytics

Intelligence Connector

Customer orders

For example in a web shop

Determination of a Credit Score and Personalized Payment Terms

 SAP AG 2004

„

An essential requirement in customer relationship management is to be able to provide personalized offers to customers that best meet their needs. Real-Time Analytics mines data from different data sources across your enterprise and provides operational applications such as Internet Sales and Campaign Automation with information for identifying the products or services that have the greatest value to your organization and that are most likely to be purchased by your customers.

„

Real-Time Analytics adds business value by allowing you to: y Provide one-to-one marketing based on real-time interaction y Predict customers’ needs based on their profile and behavior in real time y Optimize the personalization of your offers to maximize profit and customer satisfaction y Store analytical results and models locally on your operational system, thereby reducing access time y Increase the breadth of your analytical capabilities by accessing third-party vendor tools

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mySAP CRM Analytics

Overview Analytical Methods Analytical Scenarios „ Customer Analytics „ Product Analytics „ Marketing Analytics „ Sales Analytics „ Service Analytics „ Interaction Channel Analytics

 SAP AG 2004

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CRM Analytics: Analytical Scenarios

Customer Segmentation

Marketing

Marketing Planning

Sales

Sales Planning Territory and Forecasting Management

Service Analytics

Customer Analytics

Service Planning and Forecasting Customer Analytics

Product Analytics

Campaign Management

Account and Contact Management

Activity Management

Trade Promotion Management Opportunity Management

Customer Service and Resource Planning and Support Optimization

Product Analytics Marketing Analytics

Marketing Analytics

Personalization

Quotation and Contract Order Management Management and Leasing Service Operations Management

Sales Analytics

Sales Analytics

Lead Management

Professional Services

Service Analytics

Service Analytics

Incentive and Commission Management

Interaction Channel Analytics

Interaction Channel Analytics

 SAP AG 2004

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Scenarios – Customer Analytics

Customer Satisfaction and Loyalty Analysis Customer Segmentation with Clustering Customer Migration Analysis Churn Management Customer Profitability Analysis Customer Lifetime Value Analysis Real-Time Prediction of Credit Scores …  SAP AG 2004

„

Customer analytics provides companies with a comprehensive view of their customers. Companies can understand the true value of their customers and gain insight to help them understand customer behavior.

„

Customer Migration Analysis y The process of customer segmentation allows you to directly increase and strengthen your relationship with customers by allowing you to concentrate on providing the best services and products to the most profitable and loyal customer segments. However, it is important to be confident that the results derived from segmentation are stable and reliable enough to depict a true picture of the customer. To ensure this, you can use Customer Migration Analysis to validate your results and monitor how customer behavior changes over time. y Customer Migration Analysis allows you to check the reliability of your segmentation results and also to track the changes in segment membership over time. This solution can be used not only to analyze migrations between results of a specific method applied at two different points in time, but also to help you compare the outcome of two different types of analysis. Customer Migration Analysis can be applied using decision trees, clustering, or ABC classification. Rich business content (Infoproviders, Queries) is delivered to support these analyses. Comprehensive Web-Cockpits will follow after BW 3.3.

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Scenarios – Product Analytics

Best Selling Products Product Profitability Cross-Selling Analysis Complaints by Product …

 SAP AG 2004

„

Delivering the right product is essential in today’s market. Product analytics identify the products and attributes that customers prefer. It is also important to understand which products make the most profit. Product analytics can even enable companies to understand products that sell together in order to increase the share of wallet.

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Analytical Scenarios (Continuation)

Marketing Analytics Sales Analytics Service Analytics E-Analytics: Web-Site Monitoring E-Analytics: Web Analytics Interaction Center Analytics Channel and Partner Analytics Field: Offline Reporting

 SAP AG 2004

„

The remaining analytical scenarios will be discussed in the individual chapters of the key capabilities of Marketing, Sales, Service, E-Commerce, Channel Management, Interaction Center and Field Applications.

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mySAP CRM Analytics: Unit Summary

You are now able to: „ Describe the purpose of mySAP CRM Analytics and how it adds value to your CRM implementation „ Explain the architecture of mySAP CRM Analytics „ Outline the methods of mySAP CRM Analytics (Measure, Predict, Plan and Optimize) „ Summarize the scenarios in the areas of Customer, Sales, Service, Marketing and Channel Analytics

 SAP AG 2004

Strengths of Analysis and Planning with mySAP CRM: „

CRM Analytics is based on an established and scalable BI solution

„

Prepackaged analytical applications cover all relevant business questions relating to CRM

„

Portal integration together with strong web publishing functionality support easy distribution of information

„

Data reliability and consistency is guaranteed by a common world of metadata and extractors

„

Comprehensive predictive intelligence supports prospective analysis

„

A broader perspective of corporate data helps you to connect and link your insight beyond CRM with SCM, Financials, HR, and so on

„

Tight business process integration with operational CRM

„

Ready-to-run Business Content

„

CRM Analytics is embedded in a company-wide business planning solution, as well as in a business analytics and strategy management solution

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mySAP CRM Marketing

Creating a Marketing Plan Target Group Selection Campaign Execution Campaign Automation Overview External List Management Overview

 SAP AG 2004

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mySAP CRM Marketing: Unit Objectives

At the conclusion of this unit, you will be able to: „ Describe the planning, targeting and analysis functions in mySAP CRM Marketing Planning and Campaign Management „ Create a campaign and execute it „ Describe the campaign automation functionality „ Describe the external list management

 SAP AG 2004

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Case Study: mySAP CRM Marketing Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing

33

Marketing manager creates a target group and a marketing campaign

55

mySAP CRM Analytics

mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP CRM Solution

 SAP AG 2004

„

Our company wants to sell more notebooks to a specific group of customers. For this purpose you as the Marketing Manager create and execute a campaign.

„

In addition, a new product line will be announced to a specific target group. The addressed business partners will give feedback indicating their level of interest. All business partners who do not answer will be called at a later date.

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mySAP CRM Marketing: Course Overview Diagram

Customer Segmentation

Campaign Management

Marketing

Marketing Planning

Sales

Sales Planning Account and Territory and Contact Management Forecasting Management

Service Analytics

Service Planning and Forecasting

Activity Management

Trade Promotion Management Opportunity Management

Customer Service and Resource Planning and Support Optimization

Customer Analytics Product Analytics Marketing Analytics

Customer Segmentation

Lead Management

Personalization

Quotation and Contract Order Management Management and Leasing Service Operations Management

Sales Analytics

Incentive and Commission Management

Professional Services

Service Analytics

Interaction Channel Analytics

Campaign Management

 SAP AG 2004

„

This key capability enables you to carry out all of your marketing activities by providing a wide range of tools and functions designed to support you in all aspects at all levels of marketing, from planning campaigns and trade promotions, through to the creation of target groups, personalized product recommendations, and complex market analysis functions. The high level of integration between the different marketing components enables data to be accessed simultaneously across different interfaces. At various stages of the marketing cycle, data on all business objects (business partners, marketing plans, target groups, top n product lists, leads, external address lists) can be written to the SAP Business Information Warehouse (SAP BW) for evaluation purposes.

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The system demonstration will focus on customer segmentation and Campaign Management.

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mySAP CRM Marketing Integration

CRM BW SEM R/3

APO Planning / Analysis Back Office (Supply Planning)

Channels:

Examples:

• Mobile

Activity “visit”

• Interaction Center

Call Lists

• E-Commerce

E-Mail

• Channel Management

Lead Generation

• Third Party

Preparation

Preparation for Mailing

Execution Feedback into BW, R/3 and APO (e.g. Success, Orders)

 SAP AG 2004

„

Marketing functionalities are highly integrative: y Before execution you will define key figures and plan them (BW and SEM integration). Perhaps you’ll also have a look to see if it’s possible to manufacture and deliver the promoted goods (APO integration, usually used for trade promotion management). y You are particularly interested in the success of your campaigns once they have been executed: What about your sales representatives’ success rates? How many orders have been made because of your campaign (BW integration)? And of course you want to have an overview of your costs (R/3 integration).

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Examples of integration are too numerous to mention on one slide alone.

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Marketing Plans and Campaigns Marketing Plan

l Leve nning c i g e la t Stra ed on p s Marketing Plan Element Foc u (optional)

vel e Le ing v i t a o r O pe e d on d s u Foc

Campaign

Campaign Element (optional)

ts Target Group bjec cution o l a e n x o i e it also possible: Add sary for s e c channel-dependent objects e N  SAP AG 2004

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Marketing Plans: y Marketing plans are intended for the long-term, strategic planning of activities. This way budgets and deadlines are taken into consideration. A marketing plan could form, for example, the basis for next year's costing in the Marketing department. As such, it is a management tool.

„

Campaigns: y Campaigns serve as operative marketing planning. They describe actions that are carried out, for example, mailing actions, product promotions and telemarketing. Campaign Management covers the complete process for running a campaign starting with market analysis, continuing with execution of the campaign, and ending with the closure of the campaign and analysis of the results. y Once a campaign has been set up, it can be tracked throughout its duration and the results used in future planning. y Criteria such as target groups, products, documents, people responsible and the budget are defined in the campaign for these activities.

„

Marketing Plan Element / Campaign Element: y The elements “Marketing Plan Element” and “Campaign Element” are optional. You can use them to structure your marketing activities. A Marketing Plan Element must have a higher level Marketing Plan and a Campaign Element must have a higher level Campaign.

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Example: Channel Phone (Telemarketing) Campaign planning MarketingMarketingplan plan

Campaign execution Activity Activity 11

Activities will be created with execution start and updated during the phone call.

Campaign Campaign Assigned Assigned Script Script

Activity Activity nn

Target Target group group

Call Call list list Business Business Partner Partner 11

...

The The assigned assigned script script is is used used during during execution execution in in Interaction Interaction Center. Center.

Business Business Partner Partner nn

SAP BW

The call results can be saved in BW for evaluation.

 SAP AG 2004

„

This slide details an example of the telemarketing campaign process. y A campaign (this example is related to a marketing plan) is created. Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes the business partner information and relevant information required for the Interaction Center. y Using the script and the call list, the Interaction Center agent calls the customers represented in the call list. When a call is completed, the agent updates the activity with the results of the call. This information is also written to SAP BW for reporting and monitoring purposes.

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Example: Channel E-Mail y In an e-mail campaign a mail form would be assigned instead of a script. So the execution would send out specified e-mails to the target group’s business partners.

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Further channels: y Further channels are, for example, letter, fax, SMS, activities for sales representatives or an open channel to develop your own kind of execution.

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Data Sources for Segmentation

BW Query

InfoSet

Attribute Sets

e.g. sales volume

e.g. ZIP code

e.g. hobbies

Used for Segmentation  SAP AG 2004

„

Three data sources are available for target group selection: y SAP BW reports (Business Warehouse InfoCube) y InfoSet consisting of own ABAP/4 queries y Marketing attributes from the business partner master data

„

With the help of InfoCubes and reports, you can select the business partners for a target group in SAP BW using master data, profiles, or transaction data. By using the InfoSet from your own ABAP/4 queries, which evaluate the general data from the business partner master record, you can select target groups according to address, for example.

„

You can maintain your own marketing attributes directly in the business partner master record. Attributes are grouped together and created in attribute sets. After attributes are assigned to a business partner, you can maintain these attributes accordingly and use them for target group selection.

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Segmentation

Staging Area

Attribute lists

Detail Area

History

Refinement within the People Centric UI and a Segment Builder tool.

 SAP AG 2004

„

In the Segment Builder, you model marketing profiles by dragging and dropping attributes into the staging area. When doing this you have certain options regarding the way in which you combine the attributes. You can merge them, exclude an attribute from a profile or create an OR-connection.

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Profile Sets, Profiles and Target Groups Profile Set „ A profile set is like a folder for profiles, target groups and subsets.

Profile „ A profile is a finite list of attributes and the corresponding attribute values which together “profile” (describe) a business partner. „ A profile has to be assigned to a set

Target Group „ A target group is a finite list of business partners who match the corresponding profile/profile set. It can also be created manually. „ A target group must be assigned to a profile or to a set (subset)  SAP AG 2004

„

Profile Set: y Sets without assigned profiles or target groups are possible y Subsets within a set are possible

„

Profile: y A profile cannot be assigned to different sets y Profiles without assigned target groups are possible y A profile cannot be reassigned from one set to another (it must be created by copying instead)

„

Target Group y A target group must not be reassigned from one set / profile to another y Target groups cannot be used in the Marketing Planner unless they are active.

„

Master Groups: y Master groups reduce all the business partners for the segmentation process to one specified group. So the segment builder would work only with business partners that belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.

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Personalization within a Mail Form

To: Sarah Smith From: [email protected] Subject: Special Offer!

Substitution of variables (e.g. from BP master data)

Dear Sarah, We would like to draw your attention to the new offers posted on our Web site. Go on, take a look ...

Personalized text blocks Conditions:

Computer Bestseller • PC: Campus PC 3000 • Notebook: HT-1011 www.PC4You.com/bestsellers

Named Link w/ parameterization

Special offers for your Dog • Dog Bed "Cosy" www.PC4You.com/bestsellers

If recipient’s age > “25” and interested in computing then show this text block

Conditions: Named Link w/ parameterization

If recipient loves dogs then show this text block

 SAP AG 2004

„

There are two ways for personalization in a mail form: 1. Variables can be used (e.g. for the first name, last name, business partner’s address). 2. Mail forms can contain several text blocks. These text blocks will be included anyway or under certain conditions.

„

Personalization can also take place in the Web shop or in the Interaction Center. Here you can define product proposals that are true for a specific profile, target group or globally for all the customers.

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Campaign Automation

Graphical interface for designing and implementing real-time, event-triggered campaigns Multi-wave / multi-channel support Rulebased decision tree logic based on „ customer profile „ survey results „ customer behavior „ real-time analytics

Designed for marketing users Campaign Automation

 SAP AG 2004

„

Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer.

„

Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels.

„

To achieve this, campaigns are modeled as processes in which customers/prospects flow between individual action points (campaign elements).

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Campaign modeling means that the campaign can be set up to proceed automatically from the planning phase and that no further manual action is necessary.

„

The way a customer/prospect is routed through the campaign process may depend on his individual response.

„

All customer-relevant channels are taken into consideration.

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MORE scenario: In Campaign Automation, you can use an optimization element to optimize a campaign. In this way, you can divide an initial target group meaningfully into different campaign elements corresponding to different channels or offers, for example.

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External List Management

3rd 3rd Party Party Tool Tool Integration Integration possible possible for for Postal Postal Check Check and/or and/or Duplicate Duplicate Check Check

Deletion

Target Group Creation

Business Partner Creation

Duplicate Check

Postal Check

Mapping

Upload

Contact Customer

Must Must for for rented rented addresses addresses that that are are not not won won as as customers customers

 SAP AG 2004

„

External List Management is the process of purchasing, managing, using and reporting on acquired addresses.

„

Renting Addresses y Addresses are said to be rented when a company gets addresses (generally to be used once or several times) from address providers. Contacted addresses that are not won as customers have to be deleted from the database.

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Purchasing Addresses y Addresses are said to be purchased when they become the ordering party’s property and thus form part of the ordering party’s address database. Purchased addresses to not have to be deleted from the database.

„

The minimum standard process contains Upload, Mapping and Business Partner Creation. All other steps are optional.

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Marketing Analytics

Market Exploration External List Analysis Marketing Budget Planning Campaign Planning Marketing Optimization and Refinement Lead Analysis Marketing Plan Analysis Campaign Monitoring and Success Analysis …  SAP AG 2004

„

Marketing analytics helps marketing professionals understand how well their programs and campaigns are performing. Marketing professionals also get the information they need to understand customer preferences and demographic information for proper segmentation.

„

Advanced tools enable you to y Analyze customers, segments, competitors, market channels, trends, profitability, third-party market data y Plan, structure and budget your marketing plans down to the last detail y Quickly gather and analyze data on customers, products, sales, territories, and competitive activity using built-in analytical functions from mySAP Business Intelligence y Monitor actual performance as your plans become reality.

„

Marketing Optimization and Refinement This allows you to improve the efficiency of your direct marketing campaigns. Using response models, it suggests how best to address the individual customers of a given target group to maximize profitability. While doing so, you can apply constraints like budget, channel capacities and offer availability. In addition, it predicts relevant success key figures, such as response rates, costs, profits and marketing return on investment, and helps you fine-tune your offer and channel mix. This solution forms an integral part of Campaign Automation.

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mySAP CRM Marketing: Unit Summary

You are now able to: „ Describe planning, targeting and analysis functions in CRM Marketing Planning and Campaign Management „ Create a campaign and execute it „ Describe campaign automation functionality „ Describe external list management

 SAP AG 2004

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mySAP CRM E-Commerce

E-Marketing E-Selling E-Service E-Analytics

 SAP AG 2004

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mySAP CRM E-Commerce: Unit Objectives At the conclusion of this unit, you will be able to: „ explain that SAP delivers combined sales, service, marketing and analytics functionality within the mySAP CRM E-Commerce scenario „ describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service

 SAP AG 2004

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Case Study: mySAPCRM E-Commerce Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing

33

Marketing manager creates a target group and a marketing campaign

55

mySAP CRM Analytics

mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP CRM Solution

66

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

77

Sales order is replicated to SAP Enterprise and delivery takes place Note: Numbers correspond to chapters  SAP AG 2004

„

As the consumer targeted in the marketing campaign you receive an e-mail with a link to a Business-to– Consumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product, check out related items for that product (cross-selling) and finally place an order.

„

In addition to our scenario, you take on the role of a purchaser of a company and make a purchase in a Business-to-Business (B2B) Web shop, navigate through the Web shop and finally order for your company. You search for solutions in the solution database.

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mySAP CRM E-Commerce: Overview

E-Marketing E-Selling E-Service Analytics

Catalog Management

Quotation and Shopping Basket Order Management Management Knowledge Management

Request Management

Customer Analytics

Customer Segmentation

Content Management

Price Management

Live Customer Support

Product Analytics

Quotation and Order Management

Campaign Execution

Interactive Selling and Configuration

Account Self Service

Marketing Analytics

Web Auctions

Installed Base Management

Sales Analytics

Personalization

Collaborative Selling

Complaints and Returns Management

Billing and Payment

Service Analytics

E-Analytics

Shopping Basket Management

 SAP AG 2004

„

mySAP CRM provides an e-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service and marketing functionality. Furthermore, analysis is available to check and improve the performance of this interaction channel.

„

Within this chapter a specific focus is taken on Web shop functionality of mySAP CRM E-Commerce.

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Customer Centric Business with mySAP CRM

 SAP AG 2004

„

mySAP CRM provides an e-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service and marketing functionality. Furthermore, analysis is available to check and improve the performance of this interaction channel.

„

Within this chapter a specific focus is taken on Web shop functionality of mySAP CRM E-Commerce.

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Customer Centric Business with mySAP CRM

mySAP CRM E-Commerce Turn the Web into a profitable sales and interaction channel  SAP AG 2004

„

With mySAP CRM E-Commerce SAP delivers an interaction channel between your company and the customer based on Web transactions. With mySAP CRM E-Commerce the focus is - in contrast to Channel Management – on the direct transactions between you and your customers. (Without the help of partners as in Channel Management.)

„

mySAP CRM E-commerce enables companies to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. Companies can empower customers with a personalized Web experience and convenient self service facilities. In addition, companies can strengthen sales and service operations with a fully integrated Web channel while reducing transaction costs and customer service calls. The e-commerce applications extend across the enterprise, encompassing sales, service and marketing interactions, as well as analytical methods. Therefore, mySAP CRM E-Commerce enables the complete customer process to run on the Web – from pre-sales to sales to post-sales support.

„

As an option customers can opt to deploy the e-commerce capabilities of mySAP CRM within the mySAP™ Enterprise Portal to provide each customer with a single point of entry into all relevant business transactions and information.

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E-Selling – Overview

The E-selling capabilities of mySAP CRM enable the complete sales process to run on the Internet. Organizations can provide customers with personalized, interactive and easy-to-use sales and self-service facilities via the Web and streamline sales and fulfillment operations to enable an end-to-end order-to-cash process. „ Quotation and Order Management „ Shopping Basket Management „ Price Management „ Interactive Selling and Configuration „ Collaborative Selling

 SAP AG 2004

„

„

„

„

„

„

With E-Selling, companies can: y build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario y provide customers with personalized, interactive and easy-to-use sales and self service facilities via the Web y run the complete sales process on the Internet Quotation and Order Management: Enables Web customers to receive quotations and place orders for products and services, obtain real-time product availability and track each order through the order management process – from manufacturing to distribution through service. Shopping Basket Management: Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-sell recommendations, enables real-time product availability and provides a consistent interface for all ordering processes. Price Management: Enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotes. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels. Interactive Selling and Configuration: Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice and real-time pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention. Collaborative Selling: Channel Commerce allows companies to incorporate partners in their ECommerce strategy and enables collaborative selling across organizational boundaries. This topic will be discussed in more detail in the chapter on Channel Management.

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E-Selling – User Interfaces of B2C and B2B Web Shops

 SAP AG 2004

SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-toconsumer (B2C) selling scenario „ The benefits of E-Selling for your company and for your customers are: y For Your Company - Complete integration with CRM and fulfillment system avoids costly interfaces and leverages existing IT investments - Increased sales volume through integrated marketing features - Fewer errors in order taking and fulfillment - Lower costs per transaction - Fewer customer service calls y For Your Customers - Convenient buying and reliable fulfillment - Fast and easy buying decisions by getting up-to-date information about products, prices and availability - Customized products - Real-time order tracking - Increased customer satisfaction „

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E-Service – Overview

Extend enterprise knowledge, information and customer services to the Internet. Provide customers with the ability to check order status, obtain order tracking information and research and resolve their own product problems – without involving a service representative. „ Knowledge Management „ Request Management „ Live Customer Support „ Account Self-Service „ Installed Base Management „ Complaints and Returns „ Billing and Payment  SAP AG 2004

„

With E-Service companies can … y reduce call center volumes and customer service support Æ employees focus on value-added activities y reduce transaction costs of service by supporting self-service access for customers. y improve customer convenience and satisfaction

„

Knowledge Management: Enables customers to research and resolve their own service problems without involving service representatives. Customers can browse frequently asked questions (FAQs) linked to specific products or search for answers using natural language

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Request Management: Provides web customers with a tool to create, update and check the status of service requests. Features include the ability for customers to select the most convenient appointment time for a field service visit.

„

Live Customer Support: Allows organizations to provide immediate assistance to customers from within the website. Customers can choose to chat, co-browse, e-mail or submit a call-back request.

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Account Self-Service: Provides customers with self-service for account information and maintenance tools. Customers can register for user accounts and update their personal account information.

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E-Service – User Interface

 SAP AG 2004

„

As in the e-selling section, mySAP CRM enables you to build up business-to-business (B2B) and/or business-to-consumer (B2C) also for your e-service scenario.

„

The benefits of e-selling for your company and for your customer are: y For Your Company - Leverage an organization’s existing infrastructure investments in mySAP - Gain better insight into customer base (Purchased products and installation details) - Lower cost of providing service - Improve customer satisfaction and build customer loyalty y For Your Customers - Easy access to information and service processes - Immediate, personalized service - Convenient, 24x7 access

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E-Marketing – Overview

The E-Marketing capabilities of mySAP CRM support demand generation and loyalty processes via the Internet. Customers’ Web experiences are personalized to provide the most relevant and convenient online experience and information – enabling companies to generate more revenue through the Web selling channel. „ Catalog Management „ Content Management „ Personalization „ Campaign Management „ Customer Segmentation

 SAP AG 2004

„

Catalog Management: Provides a product catalog that contains product descriptions, multimedia displays, pricing and associated literature. The catalog enables customer access to timely and personalized product information and availability via the Web.

„

Content Management: Supports content that is personalized for customers in the customer portal. Supports both structured and unstructured content and allows customers to subscribe to topics of interest to tailor their own content.

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Personalization: Allows organizations to dynamically personalize their customers’ web experiences. Web experiences and content are tailored based on company defined criteria: for example customer’s past purchasing behavior, orders and predefined buying preferences.

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Campaign Management: Enables organizations to control and manage the E-Marketing campaign process including design, execution, coordination, optimization and monitoring. Companies can create targeted, personalized web and e-mail marketing campaigns and monitor profitability.

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Customer Segmentation: Allows organizations to manage target groups of customers with common interests or characteristics for more effective marketing. Customer segmentation can occur based on company-defined criteria, including stated preferences in a Web survey, click stream behavior and past purchases.

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E-Marketing – User Interface

 SAP AG 2004

The benefits of E-Marketing for your company and for your customer are: „

For Your Company y Engage your prospects and turn them into customers y Higher return on investment for marketing campaigns y Increased customer loyalty from increased customer satisfaction y Ability to influence shopping behavior in real-time y Easy-to-use catalog maintenance with unlimited numbers of hierarchies, country versions, customer specific views

„

For Your Customer y Increase customer satisfaction through personalized, relevant information y Convenient and intuitive catalog browsing to quickly find the right product y Multilingual, multi-currency catalogs that accommodate all your customers’ needs globally

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mySAP CRM E-Commerce – Deployment Modes mySAP CRM E-Commerce

mySAP CRM Channel Management

E-Commerce within a Portal

E-Commerce with Channel Partners Collaborative Showroom

E-Commerce with SAP CRM

Partner Portal

E-Commerce with SAP R/3

 SAP AG 2004

„

E-Commerce with SAP R/3 (SAP Internet Sales R/3 Edition) enables companies to turn the Internet into a profitable sales channel – without a CRM deployment (just using sales data and order management from SAP R/3 SD).

„

Enhancements through an upgrade from E-Commerce with SAP R/3 to E-Commerce with SAP CRM include: y Marketing & personalization (including cross/up selling, related accessories, bestseller-list) y Rule based ATP check using APO y Super User Concept y Call-off from contracts y Guided Selling y E-Service (Internet Customer Self Service) y Live customer support (Live Web Collaboration)

„

Channel Management will be discussed again in the chapter on Channel Management

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E-Analytics

Web Site Monitoring - Availability and performance of Web servers and Web pages - Clickstream Analysis Web Analytics in E-Commerce - Customer Behavior, - Conversion rates

 SAP AG 2004

„

Web Site Monitoring y Web site monitoring enables you to analyze the technical health and performance of a web shop. Technical-focused reports (e.g., on hits, server performance and response times) help to quickly detect technical problems and to maintain a well functioning web shop. y Web site monitoring consists of a range of predefined analytical options for determining visitor numbers, server capacity and performance, as well as identifying errors.

„

Web Analytics y Customer Behavior: User interaction in the web shop can be captured by means of predefined business events (e.g. login, view item, add to basket, place order). With the help of these business events, web shop owners can better understand who their customers are by observing how they navigate through the web shop and what products they look at and buy. y This information can then be viewed alone or in combination with data from other customer touchpoints and can be applied to proactively grow and retain the customer base, as well as improve structure and content of the Website. y Conversion rates provide valuable key figures to measure the success of your Internet sales channel. The analysis of business events allows web shop owners to determine browse-vs.-buy behavior by calculating the ratio for each predefined event.

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E-Analytics – Overview

E-Analytics enables organizations to capture customer actions in order to determine how customers are using the Web shop. Integrating this information with standard sales reporting provides a full picture of customer buying patterns, even if they don’t result in an actual sale. „ Web Analysis „ Web Site Monitoring „ Sales Quotation and Order Analysis „ Campaign Monitoring and Success Analysis

 SAP AG 2004

„

With E-Analytics, organizations can optimize their Web shop and online content. In addition, organizations can use Web behavior to target customers and drive future marketing activities. y Web Analysis: - Monitors customer behavior on a Web site and identifies how customer interests and buying patterns shift over time. Both technical aspects regarding the availability and performance of Web servers and Web pages as well as customers’ behavior on individual Web pages are taken into account. The customers behavior is based on specific customer actions like ‘registration in the Web shop’, ‘search for products’ or ‘putting a product into the shopping basket’ y Web Site Monitoring: - Web site monitoring enables you to analyze your Web sites and allows you to examine not only the technical aspects such as the availability and performance of Web servers and Web sites, but also user behavior on individual Web sites (e.g. checking your entire Web site for pages that make visitors leave the Web site prematurely) y Sales Quotation and Order Analysis: - Provides a range of analyses for sales quotations and sales orders to enable you to monitor the sales transactions that have taken place in your organization at a detailed level. y Campaign Monitoring and Success Analysis: - Provides a method of analyzing how successful your campaign was, allowing you to build on past experience.

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mySAP CRM E-Commerce: Unit Summary

You are now able to: „ Explain that SAP delivers combined sales, service, marketing and analytics functionality within the mySAP CRM ECommerce scenario „ Describe the functionality of the B2C and B2B Web shop and Internet Customer Self Service

 SAP AG 2004

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mySAP CRM Channel Management

mySAP CRM Channel Management Overview Portals and Roles in mySAP CRM Channel Management Functional Areas in mySAP CRM Channel Management

 SAP AG 2004

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mySAP CRM Channel Management: Unit Objectives

At the conclusion of this unit, you will be able to: „ Explain the concept of mySAP CRM Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with final customers „ Describe the building blocks of mySAP CRM Channel Management, in particular with regard to the various user interfaces and functional areas „ Carry out the relevant tasks for Lead Management both at the Channel Manager Portal and at the Partner Portal

 SAP AG 2004

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Case Study: mySAP CRM Channel Management Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing

33

Marketing manager creates a target group and a marketing campaign

55

mySAP CRM Analytics

mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP CRM Solution

66

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

77

Sales order is replicated to SAP Enterprise and delivery takes place Note: Numbers correspond to chapters  SAP AG 2004

„

Our company also explores an indirect sales channel. You as a Channel Manager access the Channel Manager Portal and create leads and dispatch leads to partners.

„

Assuming the role of a Partner, you do your work in the Partner Portal by accepting and qualifying leads and starting a lead-to-order process.

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mySAP CRM Channel Management: Overview Lead Management Channel Marketing Channel Sales Channel Service

Content Management

Collateral Management

Campaign Management

Personalization

Lead Management

Marketing Development Funds

Account and Pricing and Interactive Quotation and Multi-Tier Sales Activity Opportunity Partner Contact Contract Selling and Order Tracking and Management Management Compensation Management Management Configuration Management Forecasting Partner Knowledge Management Collaborative Showroom

Channel Commerce Partner Management and Analytics

Catalog Management

Partner Life Cycle Management

Collaborative Showroom

Request Management

Live Partner Support

Distributed Catalog and Distributed Order and Content Management Inventory Management Partner Planning

Partner Recruitment

Installed Base Management

Complaints and Returns Management

Hosted Order Management

Hosted Partner Sites

Partner Training and Certification

Partner Networking

Partner and Channel Analytics

Partner Life Cycle Management

 SAP AG 2004

„

The key capability mySAP CRM Channel Management enables you administer all your activities with regard to your channel partners. mySAP CRM Channel Management is divided into 5 functional areas: y Channel Marketing Drive demand for products through channel partners. Provide relevant information, consistent branding and incentives to channel partners. y Channel Sales Enable partners to sell more of your products, more effectively. Give partners the same knowledge, tools and expert advice as your own sales force. y Channel Service Ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. y Channel Commerce Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries. End customers have access to order products and services across the entire demand network. y Partner Management & Analytics Understand who partners are, what they sell, where they sell, and to whom they sell. Plan and analyze channel business and prepare partners to sell products and complementary services.

„

Within this chapter a specific focus is taken on Lead Management and Partner Life Cycle Management and Collaborative Showroom.

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Customer Centric Business with mySAP CRM

PARTNER

mySAP CRM Channel Management Manage the indirect sales channel  SAP AG 2004

„

With mySAP CRM Channel Management SAP delivers a fourth interaction channel between your company and the customer in addition to your Sales force (Field), your call center (Interaction Center) and your Web shop (E-Commerce) for example. The focus of Channel Management is the indirect sales achieved with the help of the partners of your company.

„

To deliver a full channel solution, mySAP CRM Channel Management leverages SAP’s core strengths of: y E-Commerce: extends E-Commerce capabilities to partners y traditional CRM: extends CRM Sales, Service, and Marketing capabilities to partners, while being closely integrated with direct processes y Partner Relationship Management (PRM): enables relationship management processes and collaboration between brand owners and their channel partners

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Indirect Channel Structure

Brand Owner Systems Integrator

Reseller Distributor Wholesaler

Agent

Dealer Reseller

End Customers

Retailer  SAP AG 2004

Reasons for companies (or brand owners) to use channel business models: „

With a network of channel partners, companies have greater influence geographically and by market segment. Companies can use partners to sell to and service customers across regions as well as industries.

„

Companies can drastically lower their cost of sales and service by leveraging channel partners. Because brand owners do not employee partners or pay for their operations, the transaction cost for the brand owner is much lower.

Examples of channel structures include: „

High tech: Manufacturers sell to distributors, OEMs or large retailers. Distributors, in turn, sell to resellers or retailers. In the case of a multi-tiered channel, manufacturers lose insight into end customers – and even into their partners.

„

Automotive Manufacturers or OEMs sell through dealers, independent dealers and importers who, in turn, sell to and service end customers. In addition, independent garages also service end customers.

„

Telco Telco companies sell products and manage contracts through independent dealers and branches – that, in turn, sell to and service end consumers and businesses.

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Channel Management – Building Blocks Channel Manager Portal

Collaborative Showroom

Partner Portal

Employees

Partners

Customers

Portal mySAP CRM Channel Management Partner Partner Mgmt Mgmt & & Analytics Analytics

Channel Channel Marketing Marketing

Authorization

Channel Channel Sales Sales Personalization

Channel Channel Service Service

Channel Channel Commerce Commerce

Workflow

CRM

 SAP AG 2004

„

mySAP Channel Management provides a platform for organizations to manage partner relationships around channel partners, resulting in a more profitable and effective channel.

„

The functionality of mySAP CRM Channel Management is delivered y to your partners via the partner portal y to your channel employees through the channel manager portal and y to your customers via the Web shop.

„

Advantages of the portal-based approach: Portal-based access empowers all users to collaborate effectively anywhere, on any task, at any time. It offers a platform rich in features which allows easy extension and customization of the Channel Manager and Partner Portals. Further advantages: y Thin client, no installation (like SAPGui) on client side necessary y Role based secure access y Unified user management (single sign-on)

„

The Collaborative Showroom corresponds to a Web shop enriched with additional functionality (dealer locator)

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User Interfaces 1/3: Channel Manager Portal The channel manager portal enables your organization to manage partner relationships, collaborate with channel partners and optimize channel operations.

Through the channel manager portal, you can monitor and analyze channel sales, service and marketing performance.  SAP AG 2004

„

The Channel Manager Portal is used by employees of the brand owner’s company.

„

The Channel Manager Portal is the personalized, single point of entry to manage channel partner relationships, manage your channel partners, collaborate with channel partners, optimize channel operations and monitor and analyze channel sales, service & marketing performance.

„

The channel manager is responsible for managing the partner base. His tasks include the following processes: y Plan the indirect channel business y Analyze partner coverage and partner portfolio y Recruit and ramp up new partners y Route leads to appropriate partners y Monitor lead follow-up y Analyze and monitor indirect channel business y Select and create content for partners y Define products and services various partners can sell

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What is Integrated in the Channel Manager Portal?

„ Home

„ Analytics

ƒ Overview

ƒ Overviews

ƒ Info Center

ƒ Leads

„ Partner&Account Management

ƒ Quotations ƒ Contracts

ƒ Partner Management

ƒ Orders

ƒ User Management

ƒ Product Planning

ƒ Account Management

„ Service Center

ƒ Partner Segmentation

ƒ E-Mail Support

„ Sales Cycle

ƒ Complaints

ƒ Activities

ƒ Contracts

ƒ Leads

ƒ Service Orders

ƒ Quotations

„ Channel Content Center

ƒ Orders

ƒ Service Problems

„ Catalog&Shop Management

ƒ Service Solutions

ƒ Product Catalog Management

ƒ News Authoring

ƒ Shop Management

ƒ Top N Lists

 SAP AG 2004

„

The channel manager portal enables channel managers to manage partner relationships, collaborate with channel partners and optimize channel operations.

„

Worksets within the portal support the channel manager: y Home This workset contains current and critical information which a channel manager needs at the very beginning of his working day, such as alerts or new applications for becoming a partner. y Partner & Account Management The channel manager can look at detailed information about a partner or use partner segmentation to create specific subsets of partners or access details about customers (accounts and contacts) and the interactions between customers and partners. y Sales Cycle This deals with the presales and sales aspects of the indirect channel. This means managing leads, activities and analyzing what is going on with quotations and orders. y …

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User Interfaces 2/3: Partner Portal

The partner portal enables channel partners to more effectively sell to and interact with end-customers.

Through the partner portal, brand owners provide partners with self-service capabilities, as well as relevant information and content, critical business transactions and powerful analytics.  SAP AG 2004

„

The Partner Portal serves as user interface for employees of the partners. (The partners are companies which, for example, sell products of the brand owner and/or deliver related services to the endcustomer.)

„

The Partner Portal delivers a personalized, single point of entry to do business with the brand owner and the customers interested in the brand owners’ products. Partners are provided with the tools and information to more effectively sell to and do business with end customers. The Partner Portal supports self-service, relevant info, content, transactions and analytics to partners.

„

In general, two groups of employees will access the Partner Portal: y Partner Manager A partner manager is responsible for marketing, sales and service of the brand owner’s products and services at the partner company. Tasks include managing leads and orders. The partner manager needs access to up-to-date information and analytics and collaboratively manages the customer relationship with the brand owner. y Partner Employee A partner employee reports to the partner manager and focuses on daily business transactions. These include qualifying leads, taking orders for restocking on behalf of customers, providing order status to customers and finding solutions or logging service requests for problems the end customer has.

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What is Integrated in the Partner Portal for the Partner Manager?

„ Home

„ Customers

ƒ Overview

ƒ Account & History

ƒ News

„ Info Center

ƒ My Profile

ƒ Status at a Glance

„ Products&Collaterals

ƒ Contracts ƒ Performance

ƒ Overview ƒ Sales&Marketing Library

„ Service Center

ƒ Product Planning

ƒ Services

„ Presales Activities

ƒ Live Support

ƒ Overview

„ Administration

ƒ Lead Management

ƒ User Administration

ƒ Activity Management

ƒ Collaborative Views

ƒ Analytics

ƒ Partner Profile

„ Buy&Sell ƒ Partner/Customer Shop ƒ Invoices  SAP AG 2004

„

The Partner Portal supports the partner with regard to his business with the brand owner. The following worksets are delivered by SAP: y Home Provides an overview about what is going on between the partner and the brand owner and between the partner and the customer. It contains information like Partner new leads coming in from the brand owner. y Products & Collaterals Gives the partner access to the product information with all kinds of documents attached and the option to order collaterals for the customer. y Presales Activities Deals with the presales aspects of the partner-brand owner relationship. This means managing leads, activities and analyzing what is going on in the presales area. y …

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User Interfaces 3/3: Collaborative Showroom

The Web shop enables end-customers to gain information on products, to order products and to select partners

Through the Web shop, brand owners provide end customers with order and self-service capabilities and relevant information on partners who sell the products  SAP AG 2004

„

The Collaborative Showroom (a Web shop enriched with additionally functionality) serves as a user interface for the brand owner’s end customers.

„

Within the Web shop, customers can order and/or get information about the brand owner’s products and search for partners of the brand owner that actually sell the products of the brand owner.

„

The Web shop used in mySAP CRM Channel Management corresponds to the Web shop shown in the E-commerce section. The only difference is that the functionality partner locator has been added to the shop. Before the customer orders the contents of his basket, he selects a partner who will carry out the of processing of his order.

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Analytics in Channel Management

Partner & Channel Analytics Quotation and Order Analysis for B2B Q. & O. Analysis for Business-on-Behalf Order Analysis for Channel Commerce Collaborative Lead Analysis Partner Planning ...  SAP AG 2004

„

Quotation and Order Analysis for B2B y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your quotation and order management for business-to-business.

„

Quotation and Order Analysis for Business-on-Behalf y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your quotation and order management for business-on-behalf.

„

Order Analysis for Channel Commerce y In this process, you analyze incoming orders by the current month, top n customers, top n partners and top n products in your order management system for channel commerce.

„

Collaborative Lead Analysis y In this process, you analyze the success, efficiency, and development over time of your leads and lead distribution to channel partners.

„

Partner Planning y With Partner Planning, channel managers can plan targets for partners that sell the brand owner`s products. Planning can be performed for partners that sell brand owner’s products on behalf of the brand owner and also for partners that sell brand owner’s products independently.

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Functional Areas 1/5: Partner Management & Analytics Manage channel partner relationships throughout the partner lifecycle. Understand who partners are, what they sell, where they sell and to whom they sell. Plan and analyze channel business and prepare partners to sell products and complementary services. „ Partner Lifecycle Management ‹

Partner Profiling

‹

Partner Registration

‹

Partner Monitoring

„ Partner Planning „ Partner Segmentation „ Partner Training & Certification „ Partner & Channel Analytics  SAP AG 2004

„

Partner Management and Analytics represents a functional area of mySAP CRM Channel Management that enables your company to y gain increased visibility as regards partners, capabilities and channel coverage y consistently recruit, prepare and manage partners y reduce time and cost of channel administration y increase Channel Intelligence.

„

Example: Partner Lifecycle Management y The Partner Lifecycle Management capabilities of mySAP CRM enable brand owners to manage partners through the partner life cycle. It also ensures that partners are prepared to effectively represent the products of the brand owner. - Partner Registration – Enables prospective partners to register online for partnership by providing web-based partner registration forms from a corporate website. - Partner Monitoring – Tools enabling brand owners to monitor partner activities and transactions from a single partner view. Brand owners can review partners’ leads, opportunities, orders, and so on. - Partner Profiling – Enables companies to profile their business partners, including who partners are, how they do business, what they sell, where they sell, to whom they sell, what industries they focus on and what capabilities they have. Profile information determines the basis of how the partner portal is personalized to business partners.

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Functional Areas 2/5: Channel Marketing

Drive demand for products through channel partners. Provide relevant information, consistent branding and incentives to channel partners. Motivate partners to sell your products and services over the products and services of competitors. Enable collaborative marketing and demand generation with your partners. „ Lead Management „ Content Management „ Catalog Management „ Collateral Management „ Campaign Management „ Personalization

 SAP AG 2004

„

Channel Marketing represents a functional area of mySAP CRM Channel Management that enables your company to y build partner loyalty and motivate partners to sell more of your products y enable collaborative channel marketing activities y match demand to the best-fit partners y ensure consistent branding and corporate identity across all channels

„

Examples: y Lead Management - The Lead Management capabilities of mySAP CRM deliver tools which enable brand owners to capture, route and manage sales leads to ensure that each lead is directed to the best fit channel and best fit partner. y Collateral Management - The Collateral Management capabilities of mySAP CRM enable brand owners to provide partners with access to collateral ordering and fulfillment. Brand owners can tie fulfillment and orders to end customers for more effective tracking of expenditure.

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Functional Areas 3/5: Channel Sales Enable partners to sell more of your products, more effectively. Give partners the same knowledge, tools and expert advice as your own sales force. Gain insight into demand across all selling channels and more accurately forecast future business. „ Account and Contact Management „ Activity Management „ Opportunity Management „ Pricing and Contract Management „ Interactive Selling and Configuration „ Partner Compensation „ Quotation and Order Management „ Multi-tier Sales Tracking & Forecasting  SAP AG 2004

„

Channel Sales represents a functional area of mySAP CRM Channel Management that enables your company to y Gain insight into channel demand y Enable forecasting across all sales channels y Increase customer responsiveness, order accuracy and close rates y Enable collaborative selling with your channel partners

„

Example: y Quotation and Order Management The Quotation and Order Management capabilities of mySAP CRM enable online quoting for and ordering of products and services for channel partners. In addition, they enable partners to order products on behalf of their end customers. They support full order fulfillment process from the time of order entry through shipment and billing.

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Functional Areas 4/5: Channel Service

Ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. Provide partners with the tools and expertise to manage ongoing service relationships with customers. „ Partner Knowledge Management „ Request Management „ Live Partner Support „ Installed Base Management „ Complaints & Returns Management

 SAP AG 2004

„

Channel Service represents a functional area of mySAP CRM Channel Management that enables your company to y Provide tools and advise on how to respond to customer problems and requests y Enable partners to more effectively provide service to end customers y Gain insight into install base y Provide collaborative service support to customers

„

Example: y Partner Knowledge Management Partner Knowledge Management provides partners with access to the solutions database of the brand owner to research and resolve customer or product issues. In addition, partners can subscribe to service information from the brand owner including Service Bulletins, ECO changes, re-call notices, and so on.

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Functional Areas 5/5: Channel Commerce

Incorporate partners in your E-Commerce strategy and enable collaborative selling across organizational boundaries. Provide channel partners with an E-Commerce platform to sell to end customers. „ Collaborative Showroom „ Distributed Content & Catalog Management „ Distributed Order Management „ Hosted Order Management „ Hosted Partner Site

 SAP AG 2004

„

Channel Commerce represents a functional area of mySAP CRM Channel Management that enables your company to y Incorporate channel partners into E-Commerce processes y Provide channel partners with an E-Commerce platform to sell to customers y Facilitate a single, consistent face to the customer via the Web y Jointly develop and maintain end customer relationships with your partners

„

Examples: y Collaborative Showroom The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. Customers have a single point of access to browse and purchase from across the entire partner network. y Distributed Order Management The Distributed Order Management capabilities of mySAP CRM enable brand owners to distribute orders to partners for fulfillment.

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Example: Volkswagen Volkswagen runs mySAP CRM Industry: Automotive Scenario: Channel Commerce Geography: Europe

 SAP AG 2004

„

Example: Channel commerce scenario at Volkswagen (VW): y Volkswagen original spare parts are exclusively sold through authorized dealers. y Garages and unauthorized dealers need to order those spare parts via authorized dealers. Garages can purchase parts by going directly to an authorized dealer or they can go to a VW eParts website. y Using the eParts website, garages can find parts and check availability at their preferred authorized dealers. In addition, garages can order across multiple dealers within one shopping basket. y Orders are routed to authorized dealers. Dealers process incoming orders via a hosted order management provided by VW. Dealers can then fulfill the orders from their inventory or place orders against Volkswagen. Additionally, the hosted order management is integrated to the dealers’ own order management systems.

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mySAP CRM Channel Management: Unit Summary

You are now able to: „ explain the concept of mySAP CRM Channel Management, which is to provide a platform for organizations to manage partner relationships and enable channel partners to do business with final customers „ describe the building blocks of mySAP CRM Channel Management, in particular with regard to the various user interfaces and functional areas „ carry out the relevant tasks for Lead Management both at the Channel Manager Portal and at the Partner Portal

 SAP AG 2004

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mySAP CRM Sales

Account and Contact Management Activity Management Opportunity Management Quotation and Order Management Contract Management Incentive and Commission Management Sales Analytics

 SAP AG 2004

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mySAP CRM Sales: Unit Objectives

At the conclusion of this unit, you will be able to: „ Name the business processes within CRM Sales „ Describe different business objects, elements and functions within CRM Sales

 SAP AG 2004

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Case Study: mySAP CRM Sales Analyst looks at the sales distribution and classifies customers

44 mySAP CRM Marketing

33

Marketing manager creates a target group and a marketing campaign

55

mySAP CRM Analytics

mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP CRM Solution Customer calls, IC agent creates complaint 88

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

mySAP CRM Interaction Center

66

77

Sales order is replicated to SAP Enterprise and delivery takes place Note: Numbers correspond to chapters  SAP AG 2004

„

As a sales representative (sales rep) of our company, you use the various tools centered around your accounts: You create an opportunity after having visited a customer, perform your activities around the potential customer and finally turn the opportunity into a quotation.

„

As an employee responsible for shipment in your company’s warehouse, you use the SAP R/3 system to complete the delivery of your orders placed via the various channels, e.g. the E-Commerce Web shop.

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mySAP CRM Sales: Course Overview Diagram Enterprise Sales

Sales Planning Territory & Forecasting Management

Account & Contact Management

Activity Management

Opportunity Management

Quotation & Contract Incentive & Order Management & Commission Management Leasing Management

Field Sales

Sales Planning Territory & Forecasting Management

Account & Contact Management

Activity Management

Opportunity Management

Quotation & Order Management

E-Selling Telesales Channel Sales Channel Commerce Analytics

Quotation & Order Management Account & Contact Management Account & Contact Management

Shopping Basket Management

Opportunity Management

Interactive Selling & Configuration

Opportunity Management

Activity Management

Activity Management

Collaborative Showroom

Price Management

Contract Management

Web Auctions

Incentive & Commission Management

Collaborative Selling Incentive & Commission Management

Quotation & Order Management

Pricing & Interactive Quotation & Multi-tier Sales Partner Contract Selling & Order Tracking & Compensation Management Configuration Management Forecasting

Distributed Catalog & Content Management

Distributed Order & Inventory Management

Customer Analytics Product Analytics Marketing Analytics

Sales Analytics

Hosted Order Management

Hosted Partner Sites

Service Analytics

Account & Quotation & Contract Activity Opportunity Contact Order Management Management Management Management Management & Leasing

Interaction Channel Analytics

Incentive & Commission Management

 SAP AG 2004

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Sales Cycle and Closed-Loop CRM Customer retention

Lead generation and qualification Telephony

Interaction Center

Mobile

Sales Cycle Customer service

Face to Face

Billing

E-Selling

Agreement

Logistics execution  SAP AG 2004

„

A unique solution, mySAP CRM provides companies with insight into the entire sales life cycle – from identifying a lead, to developing a sales plan that includes necessary tasks and activities, to providing a quote, to entering an order, to finalizing and managing the billing cycle.

„

Closed-loop Interaction Cycle: Provides companies with the ability to gain insight into the entire customer life cycle – from the moment a lead is identified, to developing the sales plan of necessary tasks and activities, to providing a quote, to entering an order, and finally, to finalizing and managing the billing cycle and fulfillment process.

„

360 Degree Visibility: Delivers an unrivalled, comprehensive view of each sales opportunity by providing complete visibility into a prospect and customers history, milestones, key decision-makers, tasks, activities and progress.

„

Multi-Channel Optimization: Gives sales team members (regardless of role or location), partners and customers immediate access to all mission-critical information ensuring an integrated and consistent experience regardless of the channel used.

„

Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility into critical back-office information for optimized front-office transactions.

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Account and Contact Management No one knows your accounts better than you with mySAP CRM „ Quick and easy search and display for account „ Information about people, companies and relationships „ Different views on accounts such as customers, contacts, consumers or competitors „ 360° view of the account with all relevant information such as: ‹ Interaction history ‹ Activities ‹ Opportunities ‹ Sales, service and marketing documents ‹ Financial and logistical data ‹ Account-specific analysis „ Print account overview „ Send e-mail/fax „ Ensured data quality  SAP AG 2004

„

Key account and contact management capabilities of mySAP CRM include: y Support for quick access to key account information, including critical relationship overviews; sales documents, such as quotations and contracts; and complete customer interaction histories, including inbound and outbound calls, e-mail exchanges, written correspondence, on-site visits, meetings and demonstrations y A customizable fact sheet that provides important key performance indicators (KPIs)

„

Armed with this information, sales representatives (sales reps) can identify their customers’ key decision makers by understanding their customers’ core business drivers and objectives. They can also project revenues and determine future cross-selling and up-selling opportunities.

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Activity Management Appointments Groupware Integration Partner Texts

„ Sales team „ Contacts „ Manager

Attachments

Activities Transactions „ Quotation „ Opportunity „ Sales order

Questionnaires

Activity Journal

 SAP AG 2004

„

Key activity management capabilities of mySAP CRM include: y Ability to schedule and manage simple and complex tasks y Ability to capture and access every customer activity, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, meetings y Tight integration into all business transactions since core capabilities can be used in each phase of the CRM process and sales cycle y Support for team selling y An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on needs and requirements, and products and services discussed. The feature also includes a user-friendly wizard, which enables sales representatives and sales employees to maintain activity journals through customizable templates (NEW IN 4.0). y The ability to integrate many different areas of data and to create a variety of surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits, while retailers could report the number of campaign costs and other details. y Two-way synchronization of mySAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that changes sales representatives and sales employees to their CRM calendars show up in the third-party solutions as well.

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Groupware Integration: CRM ÅÆ Groupware MS Outlook or Lotus Notes User: CRM Application

Two-way data exchange between SAP CRM Middleware and Groupware Solutions (MS Exchange and Lotus Notes) Server-based for: „ Tasks „ Business activities „ Business partner Æ Groupware: Business activity with business partner addresses

Link to CRM Business Activity

 SAP AG 2004

„

You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to call up activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively, because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks.

„

CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.

„

When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (BDoc), and then sent to Middleware. Middleware calls adapters and sends the activity to the MapBox. The business activity is then converted to iCalendar format, making it compatible with groupware applications.

„

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.

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Opportunity Management

Opportunity

Phase

Activities

Discovery

Exchange of information Understand the requirements Customer visit

Development

Discussion of solution Prove capability Pricing Demonstration / Presentation Negotiation

Decision Making

Win/Loss Analysis

Quotation

Conviction Visit to reference customers Golf

lost

won

No order

Order

 SAP AG 2004

With the opportunity management capabilities of mySAP CRM, sales employees can easily: y Plan sales approaches y Assign and manage critical tasks and activities y Identify key decision makers, influencers, and critical relationships y Manage competitive threats while pursuing add-on revenue y Promote team selling and sales coaching y Estimate closing dates and sales volumes „ Opportunity Management capabilities also allow organizations to: y Determine an opportunity’s sales planning figures and revenues. The opportunity management capabilities enable users to define planning figures such as market share, sales revenues, and quantities for the complete opportunity. They can also determine sales revenues and quantities for individual projects. Organizations can analyze cumulative planning figures, which they can use to plan sales and production. y Create opportunity hierarchies linking related sales opportunities and projects. Organizations can structure master sales projects into several subprojects, allowing for separate opportunities for subsidiaries, divisions or separate departments within the same master project. y Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities. Sales reps can plan each project, define and manage each task and allocate resources more effectively through easy access from the sales rep portal to project management capabilities. „

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Opportunity Management – Sales Methodology

Opportunity plan

Sales assistant

Project goals Contacts Reporting / analysis

Opportunity Opportunity assessment Competition analysis

Freely customizable

 SAP AG 2004

„

Key sales methodology capabilities of mySAP CRM include: y A sales assistant feature, which companies can use to guide sales employees through structured sales processes. The feature also supports sales planning activities, helps companies manage and monitor all sales opportunity activities and provides sales representatives with recommended activities and tasks to complete during each phase of the sales process. y A buying center, where users can maintain information on all those involved in customers’ decisionmaking processes, including endorsers, decision makers, users, assessors and coaches. This feature provides key information about individual business objectives, decision criteria, personal agendas and value propositions. y An opportunity assessment tool, which provides sale reps with checklists with which they can qualify projects and determine the probability of closing such sales. y An opportunity plan, which provides a complete view into the current status and details of an opportunity.

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Quotation and Order Management – Quotation Quotation: Legally binding offer to deliver specific products or a selection of a certain amount of products in a specified timeframe at a pre-defined price. Quotation Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230

10 pc 20 pc

Status Quotation Quotation

Workflow

Actions

Status

(for example, release for customer)

(for example, follow-up activity if expired)

(for example, “completed” if valid-to is reached)

 SAP AG 2004

„

Quotation functions: y Quotation notification: When creating a new sales order, the system checks whether valid quotations for the customer and the products exist. The system can either immediately assign the sales order to the quotation if only one valid quotation exists or it can display a list with all relevant quotations. Alternatively it can do both or neither y Validity: Can be determined manually or by using a date profile at header and/or item level y Completion: A quotation is completed once the validity period is over (action), through rejection on the part of the customer or through status change (e.g. quotation accepted) y Sales Probability: Determines how likely it is that a sales order will be initiated on the basis of the quotation. It is proposed from the item category or can be determined using customer-specific logic (in Sales Set BAdI) and is used for sales forecasting (expected sales volume) y Alternative Items: Items can be combined into groups. Only one item of the group may be passed to an order. The “Leading item” of the group is used for calculating the expected net value. y ATP Check: Calculated according to quotation-specific ATP profile. Can only be simulated (products are not reserved)

…

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Quotation and Order Management – Sales Order Sales Order: A request from the customer to the enterprise to deliver a certain amount of products at a certain time or to provide services by a certain time. Sales Order Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230

Campaign Determination (campaign-specific pricing, campaign success analysis)

Integration (exchange with mySAP ERP)

10 pc 20 pc

Del. Date 20.06.03 20.06.03

Notification (quotation)

 SAP AG 2004

„

Examples of special sales order functions: y Execution of credit check: SAP CRM calls SAP R/3 or other system where the check is performed via RFC. CRM displays an overall credit status in the header, sets the credit status at item level, and enters messages in the application log. If the credit limit is exceeded, subsequent processing is blocked through status “credit check not ok”. y Use of payment cards: You can maintain payment card data in the Business Partner master data and then easily enter the data in the sales document. In a sales transaction relevant for payment with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the OLTP system. y Availability check options: Product availability check in SAP APO. Rules-based availability check in SAP APO. Availability check in SAP R/3. Product availability information (SAP APO or SAP R/3).

„

Product determination and substitution: y Product listing and exclusion (PPRs): A partner/product range (PPR) is a combination of business partners and products that is valid in predefined scenarios for a specific time. y Delivery groups: You can ensure that certain items and/or subitems arrive at the customer at the same time by assigning them to a delivery group. For sales order items that belong to the same delivery group, the system automatically determines a common delivery date and time. y Explosion of structured products: Single level explosion of a structured product in sales transactions.

© SAP AG

TCRM10

8-13

Contract Management Contract: Contracts are long-term agreements with customers that allow them to buy products at special conditions, such as lower prices or favorable terms of delivery Sales Contract Sold-to Party:

Miller Inc., Boston

Flat screen Monitor X-100 Laser Printer Z-230 Personal Computer PC-15

Actions (for example, follow-up activity when cancelled)

Quantity 1000 pc 1000 pc

Value/Quantity Contract (on item level)

Value 299000,-759000,-999000,--

Integration (exchange with mySAP ERP)

 SAP AG 2004

„

Information in contracts: y Authorized partners: Authorized partners are parties, other than the original sold-to party, who may release products from a contract. You can create a list of individual authorized sold-to parties, enter one or more group hierarchies or use a combination of both. y Pricing agreements: they can be defined on header or item level y Dates: y Cancellation: y Completion Rules:

„

Integration of contracts between SAP R/3 and SAP CRM: y Contracts have a long shelf-life so for customers who wish to use CRM as the leading system for contract management, it is possible to download SAP R/3 contracts to the CRM system. - You can run an initial download to replicate all existing SAP R/3 contracts to SAP CRM - New or changed contracts are then downloaded automatically from SAP R/3 to SAP CRM - You can then display SAP R/3 contracts and release products against them from the SAP CRM system - Contracts are continually updated with the correct released quantities or values in both systems

© SAP AG

TCRM10

8-14

Sales Order Scenario mySAP CRM and SAP R/3 SAP CRM

SAP R/3

Sales Order

Sales Sales Order Order Status Status Successfully Successfully distributed distributed

Delivery Delivery

Completely Completely processed processed

Transportation Transportation

CRM CRM Billing Billing (optional)

Picking Picking Packing Packing Warehouse Warehouse Management Management Transportation Transportation Scheduling Scheduling & & Execution Execution

Billing

 SAP AG 2004

„

Even transactions with errors can be saved in the CRM system and are available for further processing.

„

Transfer to SAP R/3 is only possible when the processing of the sales transaction is complete.

„

From the distribution status of the transaction in the mySAP CRM system, you can see whether the transaction is relevant for distribution and if so, whether it was successfully distributed to SAP R/3.

„

You can check for successful delivery into SAP R/3 by viewing the delivery status in the order in mySAP CRM.

„

After successful billing, the relevant billing status is set. This is, however, only supported if billing takes place via the Billing Engine in CRM - for billing in SAP R/3, you cannot see the billing status in the CRM order.

© SAP AG

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Incentive and Commission Management Benefits to Sales Management „ Alignment of individual goals with corporate strategy „ Increased staff productivity due to visibility of potential and actual awards

Corporate Objectives

„ Improved retention of talented employees Individual Goals

Benefits to Financial Management „ Reduction of payout errors (improving profitability) „ Reduced administrative cost via process automation Ability to audit commission data ‹ Immediate visibility of cost of sales ‹

 SAP AG 2004

The CRM Incentive and Commission Management (CRM ICM) business scenario delivers a robust incentive management application, administration interface and end-user interface. Plan administrators are able to create complex compensation plans and then administer them once implemented, enabling a corporation to rapidly adapt incentive programs to the changing demands of today’s dynamic business environment. Sales staff can easily track their current performance as well as model the potential compensation of their sales pipelines. By being able to proactively project commission amounts, sales staff can identify the sales opportunities that will ensure that both personal goals and corporate objectives are achieved. „ Offers an effective tool for sales administration efficiency: y Commission can be calculated at a transaction level (a unique attribute of SAP’s solution). y Incentive calculation can process very complex calculation schemes and take into account various parameters. y Responsive to changes in company remuneration strategies as they can be reflected immediately in the Incentive and Commission Management by a simple change of the standard (or individual) agreements. y Centralizes processing of data from different operational areas as Incentive and Commission Management can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems. This guarantees transparency of the earned compensation, regardless of which operational area (e.g., product line) the source activity took place in. y Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management. „

© SAP AG

TCRM10

8-16

Sales Analytics

Sales Planning Sales Pipeline Analysis Sales Funnel Analysis Activity Analysis Opportunity Planning and Analysis Contract Analysis Sales Quotation and Order Analysis Sales Analysis and Planning by Territory Sales Performance Analysis Billing Analysis …

 SAP AG 2004

„

This capability enables sales managers to quickly and easily understand the financial status and overall effectiveness of the sales organization and to obtain the data necessary to proactively address trends, measure customer retention and revenue shortfalls and assess future opportunities. Features include customer analytics, product analytics, sales analytics and interaction center analytics.

„

Territory Management Analysis Territory analyses enable sales managers to monitor whether targets are being achieved in different territories. Integration with SAP Strategic Enterprise Management (SEM) also enables you to incorporate planning figures and thereby plan sales territories efficiently. It adds business value because it enables you to: y Analyze product revenues and market share according to territory y Determine remuneration for sales representatives y Target customers y Optimize resource and activity planning

„

To complement the introduction of Territory Management in mySAP CRM, CRM Analytics in the SAP Business Information Warehouse has been enhanced to enable reporting along territory hierarchies. You can use the territory-relevant InfoObjects in all sales areas so that you can analyze a wide range of key sales figures according to territory, for example, sales revenue, top N opportunities or number of sales documents per territory.

© SAP AG

TCRM10

8-17

mySAP CRM Sales: Unit Summary

You are now able to: „ Name the business processes within CRM Sales „ Describe different business objects, elements and functions within CRM Sales

 SAP AG 2004

© SAP AG

TCRM10

8-18

mySAP CRM Interaction Center

Interaction Center WebClient and WinClient Interaction Center Management

 SAP AG 2004

© SAP AG

TCRM10

9-1

mySAP CRM Interaction Center: Unit Objectives

At the conclusion of this unit, you will be able to: „ Answer incoming phone calls using the knowledge search of the Interaction Center WebClient „ Handle calls in the Interaction Center WinClient „ Describe the functions of Interaction Center Management

 SAP AG 2004

© SAP AG

TCRM10

9-2

Case Study: mySAP CRM Interaction Center 44

Analyst looks at the sales distribution and classifies customers

mySAP CRM Marketing

33

55

mySAP CRM Analytics

mySAP CRM Field Appl.

99

Marketing manager creates a target group and a marketing campaign mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP 10 10 Service technician CRM provides solution Solution to customer Customer calls, IC agent creates complaint 88

mySAP CRM Service

Service rep creates service order and assigns appointment to service technician

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

mySAP CRM Interaction Center

66

77

Sales order is replicated to SAP Enterprise and delivery takes place

Note: Numbers correspond to chapters  SAP AG 2004

„

As an Interaction Center agent, you receive an incoming phone call from our web shop customer reporting problems with the delivered notebooks.

„

You support the customer with a solution using the knowledge search.

„

If necessary you create a service order and arrange an appointment with the customer for one of our service technicians.

„

In addition, you work on a call list as part of a marketing campaign.

© SAP AG

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9-3

Interaction Center: Solution Map Campaign Execution

Telemarketing Telesales

Campaign Execution Account and Contact Management

Customer Service Analytics Supporting Processes

Customer Service and Support

Lead Management

Activity Management

Help Desk

Opportunity Management

Quotation and Order Management

Customer Service and Support

Customer Analytics Product Analytics Marketing Analytics Alerts and Messages

Personalization

Scripting

Communication Channels

Scripting

Incentive and Commission Management

Complaint Management

Sales Analytics

Service Analytics

Interaction Center Analytics

Workforce Management

Workflow Management

Knowledge Management

IC Management

 SAP AG 2004

The Solution Map for the Interaction Center covers: „

Inbound and outbound telemarketing for campaign execution to generate leads and effectively qualify prospects in a personalized fashion and move the leads through the sales pipeline systematically.

„

Inbound and outbound sales activities to properly manage accounts and contacts, helping you to properly provide quotes, fulfill orders and compensate the team

„

Complete help desk scenarios with case management, customer service and support with complaint handling

„

A full range of Interaction Center analytics to provide real-time decision making on productivity and operational efficiency.

„

The many supporting processes that are available regardless of the business scenario, such as alerts and messages, scripts, full communication support, agent planning an scheduling, automation via workflow and knowledge management.

© SAP AG

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9-4

Agent Desktop – User Interfaces

The Interaction Center offers two parallel user interfaces working against the same business engine. Our Proven Interaction Center

Our New Interaction Center

WinClient

WebClient

 SAP AG 2004

„

SAP offers two equivalent user interfaces that bring the best of both worlds without sacrificing performance or administration and maintenance goals.

„

Following the design of SAP’s Dynpro based applications, the windows client exploits the capabilities of a windows based desktop. Having full control over the resources of the desktops allows agents familiar with SAP applications to work in a nearly mouse-free environment and fully leverage the integration into Microsoft’s Office Applications. Most of SAP’s live Interaction Center customers appreciate the linear scalability as well as sub-second response time.

„

When it comes to multichannel support, companies can choose to leverage SAP controls for softphone, e-mail handling or chat sessions or use other controls such as the Multichannel Interface or controls from SAP partners such as Genesys Laboratories.

„

Exploiting the capabilities of browsers regarding zero footprint applications, it is easier for customers to deploy this application to every user who may benefit from these supporting features like scripting or telephony support. Like the IC WinClient, the IC WebClient is designed to support professional users in the interaction center with quick response times.

„

For those companies operating in a heterogeneous environment with multiple switch types, e-mail or web servers, the IC WebClient brings consistency to the user experience making the brand of the communication device invisible to the user. Again, this will reduce agent training costs by supporting one set of controls across your entire communication infrastructure.

© SAP AG

TCRM10

9-5

Interaction Center: WebClient Layout Scratch Pad

Account info

Alerts

Tool bar

Communication Information

System messages

Navigation bar

Workspace Broadcast messages

 SAP AG 2004

„

The Scratch Pad allows the agent to write down notes that can at any time be included into the business documents.

„

Account Info shows the most relevant information about the current interaction, such as the customer’s name and company.

„

Alerts generated by the the Alert Modeler are displayed to the agents, such as automatic suggestions and reminders.

„

Communication Information shows information from the Communication Management Software, like talk time, automatic number identification, agent state and queue status.

„

The toolbar contains buttons to control telephony functions.

„

In the workspace you can maintain business transactions such as sales and service orders, start call lists and interactive scripts or run detailed search on business partners, products and transactions in the interaction history of customers.

„

The navigation area allows the agents to start transactions and navigate between different screens.

© SAP AG

TCRM10

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Interaction Center: WinClient Layout

Toolbar Business Partner

Agent Dashboard Scripting / Messaging

Action Box Navigation Area Application Area

 SAP AG 2004

„

The Interaction Center WinClient user interface provides the following components: y Business partner: Here, the business partner and contact person are identified automatically or manually. You can use various data to search for business partners on the Business Partner tab page in the application area. Address changes for master data can be maintained here. y Agent dashboard: Here the system displays telephony data to the agent (for example, number, name and status of the current call). y Scripting and messaging: Here you can display short information based on events or system activities as well as information the IC manager sends to the agents using the broadcast messaging service. y Action box: Here you can call up various functions via pushbuttons or menus. You open up hidden tab pages in the application area, transactions of the mySAP CRM System, transactions in other SAP systems (R/3, APO) and Internet and intranet pages. Parameters such as business partner ID or address can be transferred to each of these transactions. y Navigation area: The interaction history for the business partner is displayed here. Product proposals are also offered for selection, on the basis of various strategies (e.g. Top n products, cross, up/down selling, accessories). For service scenarios, lists of the customer's IBase (installed base) can be displayed.

… © SAP AG

TCRM10

9-7

Interaction Center: Configuration IC Work Centers: Functions ƒ Sales, Service, Marketing ƒ Telephone integration ƒ E-mail integration ƒ Internet integration

Configuration of the Work Center

IC Work Center: Individual Configuration for: ƒ Entire call center ƒ Groups of agents ƒ Individual positions

 SAP AG 2004

„

The Interaction Center supports all CRM strategies, such as: y Sales: processing of sales transactions, opportunities, product proposals y Service: e-mail processing and workflow, solution database, service transactions y Marketing: campaigns, call lists, product proposals

„

In addition, the Interaction Center supports multi-channel communication: y Telephone: incoming and outgoing calls, routing, call lists, CTI (computer telephony integration) connection y E-mail, fax, SMS y Internet: inclusion of Internet and intranet pages, co-browsing, call-me-back, Web chat, Web telephony

„

In both the WinClient and WebClient UI you can control which of these functions are used by individual agents, agent groups or entire call centers by assigning individually configured profiles.

© SAP AG

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Telemarketing, Telesales, and Teleservice Telemarketing

Script Survey x

Call List dial

x

Lead qualified !

Telesales

Chance

Opportunity Quotation Contract Order

Teleservice

Success

Solution Search

?

!

Complaint Complaint and and Case Service Case Mgmt Mgmt Service Order Order

 SAP AG 2004

„

Telemarketing executes marketing campaigns by coordinating call lists and scripts with agents and outbound dialers.

„

Scripts and surveys guide agents through the communication with the business partners and support the qualification of leads.

„

Telesales includes both inbound and outbound order processing supported by product proposals such as top-n products and cross selling. Besides sales orders quotations, value and quantity contracts can be maintained.

„

Opportunity management helps to make more complex or long-term sales projects a success.

„

Customer Service enables help desks to manage cases and complaints for customer service & support situations

„

The mySAP CRM Interaction Center offers a full set of service capabilities to resolve customer inquiries. y The knowledge search helps agents to find and pass a solution to customers by phone, e-mail, or chat y Warranty determination is included into complaints and service orders. Complaint management allows you to trigger follow-up actions like return processing and inhouse repair, subsequent deliveries free of charge and credit memos y Agents can check entitlements, understand what products and services the customer has and schedule appointments based on time preferences of the customer and qualification and availability of service technicians

© SAP AG

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Interactive Scripting Call up script manually or automatically

For example, sales transaction

Script Answer: yes Question: A

Call up functions

Answer: no Hello ... Answer: X Question: B Answer: Y

Thank you ... and good bye

Evaluation

 SAP AG 2004

„

Interactive scripting helps the agents in their communication with business partners. The agents can select and call up scripts manually. Scripts can also be linked to marketing campaigns so that the script opens automatically as soon as a call is carried out for the campaign. Scripts can also be launched automatically driven by events

„

The script provides question and answer alternatives, which the agent can use during the conversation with the customer. The script can call up specific transactions, depending on the customer's answer. For example the script might branch to sales order maintenance. In addition to transactions in mySAP CRM, the script can call up transactions in other SAP systems (R/3, APO), and Internet and intranet pages.

„

The conversation is saved as a history. This enables the agent to access information on the customer's previous answers during the conversation. The conversations can also be evaluated statically and used by Marketing to distribute the business partners to target groups.

© SAP AG

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Knowledge Search Incoming problem description from: to: Text:

[email protected]

Solution DB

[email protected]

?

? +

? Answer with solution from:

[email protected]

to:

customer @help.com

Text:

!

!

Search via text

- - + + -

Enhance search by attributes and categories

Solution

 SAP AG 2004

„

The Knowledge Search uses the problem description given by the customer by phone, fax, e-mail or chat. The text is used to search for appropriate solutions that can be returned to the customer. Customers and field sales representatives can also use the Knowledge Search as an Internet self-service.

„

The slide describes how the Knowledge Search can be used for a customer inquiry that arrives in the Interaction Center by e-mail. y The Knowledge Search uses the entire e-mail text. The agent can optimize the search by reducing the text to the relevant parts. The text is automatically matched with the problems saved in the database. The text search also contains a phonetic search y The agent can enhance or restrict the range of the text search by assigning the problem to predefined categories. An unlimited number of categories and attributes can be freely defined as a hierarchical system y Solutions are assigned to the problems determined in the database. As a result, the agent receives a search result list in which the problems and solutions found are listed according to the extent to which they match the texts and attributes y The agent selects one or more solution proposals, copies them and inserts them in the e-mail reply to the customer y Feedback from the customer and/or agent is used to continually optimize the search for a solution

© SAP AG

TCRM10

9-12

IC Management: Manager Dashboard

„

Provides real-time interaction center statistics for the IC Manager (that is, status of current processes)

Contact Center Status

8

PS 2/1

Show

„

Identifies sudden trends or potential emergencies

„

Displays agent volume and activity statistics

„

42

No Spanish Coverage 3

GS 10/5

4

2

OA

SC

SR

2/4

3/5

7/5

Tina’s Team 6

Agent Rose Brandon Marilyn Brinkley Patty Cortez 214 calls; AHT 9:41; Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales Ernie Gurdon Catherine Jones Danielle King solver Janet Lakes Brian Foreman Fay Gonzales

iView that is launched from the Real-time Status workset

2

Overview Overview

Vol : Medium AHT : 8:45 ASA : 0:22

Message Message

Call Call Listen Listen

Skills Schedule4 State F,1 1 0,1 ASA 0:17 1,2,A 0,1,2 0,1 2,A 1,2 2,A 1,2 2,A 1,2 2,A 1,A A,2 0,1 1,A 2,A 0,A 1 2,A,1 0,A 2

Time 4:12 0:27 7:12 1:14 13:55 14:21 0:03 45:22 1:14 13:55 14:21 0:03 45:22 1:14 13:55 14:21 0:03 45:22 1:14

 SAP AG 2004

„

You can use the overview to display: y Number of agents active in each channel y Overall status of each of the queues in the Interaction Center y Three overview key figures of your choice, such as call volume, average handling time and average speed of answer y Text alerts and icon alerts which let you know when limits that you configured were crossed

„

In addition to the information displayed in the overview, this view displays detailed information for each agent in the team, such as: y Queue that the agent is actively working in y State such as wrap-up, ready or active telephony y Time that agent has been active in the current channel y Three agent-level key figures of your choice, such as contacts handled today, average handling time and average speed of answer

„

When you place the mouse pointer on an agent’s name, the three key figures you have defined appear for that agent.

© SAP AG

TCRM10

9-13

IC Management: Managing Call Lists

Create call list

Process call list

Assign call list

Monitor call list

Liste

context

Manual list

Calling hours

Call Center

Open

Periodic calls

Business partners

Agent teams

In process

Campaign

Scripts, ...

Agent positions

Completed

 SAP AG 2004

„

Before a call list is used in the Interaction Center it is activated and assigned to groups of agents in call list management. Call lists can also be processed in call list management: y Individual calls can be removed from, added to or moved to other lists manually y Synchronization of call lists allows administrators to specify the time frame and, in addition to the main business partners, select the appropriate contact persons. The agent can then choose, while carrying out the call list, whether to call the main business partner or one of the contact persons (context menu) y Scripts can be assigned to the call lists y Call lists that have been created separately can be assigned to each other

„

The call lists are then assigned to the relevant organizational units, positions, or even individual users for processing.

„

Several key figures (size of call list, number of open and completed calls, and so on) allow you to monitor the processing of the call lists.

„

The call finally needs to be activated.

© SAP AG

TCRM10

9-14

Workforce Management

„

The Workforce Management workset contains various tools for scheduling agents and planning/forecasting workload.

„

Efficiently leverages agents’ skills across all contact channels.

„

Web-based UI allows the IC Manager to easily modify agent schedule information.

 SAP AG 2004

„

Interaction Center (IC) Workforce Management (WFM) performs the complex process of creating optimum employee schedules utilizing business variables entered during implementation and actual queue data captured throughout the day.

„

The "optimization engine" at the heart of IC WFM finds the best possible floor schedule while balancing such weighted variables as staffing needs, employee skill levels, payroll requirements, service level objectives, employee availability, workplace rules and performance standards.

„

The result – scheduling is transformed from a necessary, tedious, clerical function into an analytical, cost-effective, business management process.

© SAP AG

TCRM10

9-15

Interaction Center Analytics

Interaction Center Analytics - Connection volume - Call abandonment rates - Average handling time, … Interactive Scripting Evaluation - Sales cycle support - Business partner feedback, … Call List Evaluation

 SAP AG 2004

„

Interaction Center analytics supports IC mangers in analyzing their Interaction Center and provides a complete evaluation infrastructure with pre-defined business content.

„

Interaction Center Statistics: y Statistical data from the communication system (technical framework and basis for the Interaction Center, which, for example, contains systems for Computer Telephony Integration (CTI) and message routing) is combined with business data from the mySAP CRM system. The resulting interaction center statistics, together with real-time status information, provide numerous analyses that you can use to monitor and evaluate trends in the interaction center. Analyze e.g.the inbound and outbound connection volume, average handling times, and the service levels of the calls.

„

Interactive Scripting Evaluation y You can use interactive scripting evaluation to analyze customer responses to questions in interactive scripts. This function works together with mySAP CRM to track button clicks made by agents as they work through interactive scripts in the Interaction Center. When customers answer questions, agents choose buttons to indicate the answers. This function records these button clicks in system mySAP Business Information Warehouse (mySAP BW). You can use this recorded information to display an overview of all executed scripts, the questions and answers of a particular script, a list of business partners who gave particular answers, and a particular time period.

„

Call List Evaluation helps you to monitor the progress of the call list.

© SAP AG

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mySAP CRM Interaction Center: Unit Summary

You are now able to: „ Answer incoming phone calls using the knowledge search of the Interaction Center WebClient „ Handle calls in the Interaction Center WinClient „ Describe the functions of Interaction Center Management

 SAP AG 2004

© SAP AG

TCRM10

9-17

mySAP CRM Service

Customer Service and Support Service Planning and Forecasting Resource Planning and Optimization Service Operations Management

 SAP AG 2004

© SAP AG

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10-1

mySAP CRM Service: Unit Objectives

At the conclusion of this unit, you will be able to: „ Explain the business processes within mySAP CRM Service „ Describe different business objects, elements and functions within mySAP CRM Service

 SAP AG 2004

© SAP AG

TCRM10

10-2

Case Study: mySAP CRM Service 44

Analyst looks at the sales distribution and classifies customers

mySAP CRM Marketing

33

55

mySAP CRM Analytics

mySAP CRM Field Appl.

99

Marketing manager creates a target group and a marketing campaign mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP 10 10 Service technician CRM provides solution Solution to customer Customer calls, IC agent creates complaint 88

mySAP CRM Service

Service rep creates service order and assigns appointment to service technician

66

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

mySAP CRM Interaction Center

77

Sales order is replicated to SAP Enterprise and delivery takes place

Note: Numbers correspond to chapters  SAP AG 2004

„

You as a service rep create a service order. Alternatively, it may have been dispatched to you by the Interaction Center agent.

„

Next, you assign a service technician using the resource planner.

„

The service order is replicated to the laptop of the assigned service technician.

„

After completion of the job and the confirmation of the service order by the service technician, you as a billing clerk create a billing document.

© SAP AG

TCRM10

10-3

Service: Course Overview Diagram

Customer Segmentation

Campaign Management

Marketing

Marketing Planning

Sales

Sales Planning Account and Territory and Contact Management Forecasting Management

Service Analytics

Service Planning and Forecasting

Activity Management

Opportunity Management

Customer Service and Resource Planning and Support Optimization

Customer Analytics Product Analytics Marketing Analytics

Service Planning and Forecasting

Trade Promotion Management

Customer Service and Support

Lead Management

Personalization

Quotation and Contract Order Management Management and Leasing Service Operations Management

Sales Analytics

Incentive and Commission Management

Professional Services

Service Analytics

Interaction Channel Analytics

Resource Planning Service Operations and Optimization Management

 SAP AG 2004

„

mySAP CRM Service provides a complete service solution for managing the entire service life cycle offering consolidated, operational insight enabling unparalleled service and fulfillment appropriately matched to customer revenue potential. It equips organizations with comprehensive capabilities in the areas of Enterprise Service (including service planning and service operations), Customer Service and Support: Field Service, E-Service and Service Analytics.

„

Enterprise Service provides organizations with the tools to plan and execute their service strategies, enabling both efficiency and profitability.

„

Field Service empowers service employees with the full power and knowledge of the entire enterprise. Companies are assured that the right individuals are deployed with the knowledge needed to exceed customer service expectations. Service Parts and Service Order Management ensure that field staff are able to check inventory, locate materials and place orders for specific components with precision and confidence regardless of location or time.

„

E-Service leverages the real-time, self-service potential of the Internet to help organizations lower costs and improve customer satisfaction 24x7x365. Customer portals offer consumers complete and controllable familiarity.Voice-recognition coupled with knowledge management extends the real-time convenience of the web to those without web access. Chat and collaborative web technologies allow instantaneous and uniform service delivery anywhere in the world.

„

Service Analytics enables organizations to improve profits and customer satisfaction by attaining comprehensive insight into their service organizations activities and customer behavior. Service personnel can perform operational, financial and customer analyses.

© SAP AG

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mySAP CRM Service Overview (1) Customer Service and Support mySAP CRM provides timely resolution to customer issues by connecting the entire service process from initial customer contact through to final resolution. „ „ „ „ „

Service Within the Interaction Center Service Order and Request Management Complaints and Returns Management Knowledge Management Contracts & Entitlements

„ „ „ „ „ „

Installed Base Management Resource Planning Cross-, Up- and Down-Selling Case Management Warranty Management Customer Service and Support Analytics

Service Planning and Forecasting Enables an organization to proactively maintain products for optimal performance and create consistent revenue streams for the service business. Planned Services „ Counter-Based Planning „ Performance-Based Planning „

„ „

Simulation of Service Plans Strategic Service Planning

 SAP AG 2004

„

Customer Service and Support (CSS) y The CSS functionality enables interaction centers to manage and fulfill commitments to customers and partners through efficient service planning and execution. CSS enables companies to resolve customer issues quickly by connecting the entire service process – from initial customer contact to final resolution and financial settlement. Key features include: y Interaction Center – for easily managing customer contacts across all communication channels y Service Order Management – for ensuring all steps in the service process are met y New in our 4.0 Release is Case Management and full Warranty Management

„

Service Planning and Forecasting y With the service planning capabilities of mySAP CRM, companies can establish service plans that will proactively maintain products for optimal performance and create consistent revenue streams for your service business. Additionally, the forecasting of those planned services ensures that you are properly distributing and utilizing your finite service resources in the delivery of customer commitments. Some of the features include: - Planned Services - Counter-Based Planning - Simulation of service plans – or service forecasting

© SAP AG

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mySAP CRM Service Overview (2) Resource Planning and Optimization The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan long-term resource strategies and optimize short-term scheduling tactics. Resource Planning Tool Appointment Scheduling „ Interface to External Resource Optimization Engines „

„

„

„

Multi-Channel Integration Qualifications for Resource Optimization

Service Operations Management Service Operations Management is the central operations control for the management of the service enterprise. „ „ „ „ „ „

Installed Base Management Returns Processing In-House Repair (Refurbishments) Spare Parts Management Resource Planning Service Manager Portal

„ „ „ „ „ „

Service Representative Portal Service Order and Request Management Contracts and Entitlements Planned Services Financial/Controlling Integration Service Operations Analytics

 SAP AG 2004

„

Resource Planning and Optimization y The resource planning and optimization capabilities of mySAP CRM enable resource planners to plan long-term resource strategies and optimize short-term scheduling tactics. It offers: - A Resource Planning Tool, which is a graphical tool that streamlines the process of assigning resources and monitoring activities - Multi-channel integration – including CTI integration, paging, handheld and laptop devices - The possibility of using qualifications to optimize the resource planning process - using specific resource qualifications to ensure the proper field service rep is dispatched to a customer site.

„

Service Operations Management (SOP) y SOP is the operational nerve center or the central operations control for the management of the service enterprise. MySAP CRM delivers complete and robust service management capabilities for single and multi-tiered service operations....service managers can administer service operations as cost centers or full lines of business. The flexibility of mySAP CRM enables managers to plan, execute, monitor and lower the costs of serving customers and improve customer profitability regardless of the business approach. Key features include: y Returns processing y In-house repairs – refurbishments y Resource Planning – to ensure the proper distribution of labor resources and equipment y Financial or controlling integration

© SAP AG

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Customer Service and Support – Service Contracts

Service Contract Service Level Agreements

Object List Installation Component Product

Service profile: 7 x 24 Response profile: within 4 h

Cancellation Rule based follow-up actions

Dates valid from valid until

Price Agreements 100% discount on spare parts

Billing Plan – CRM Billing 100 USD per month

Product List Services Spare Parts

CO and BW integration

 SAP AG 2004

„

Service contracts represent long-term agreements between companies and customers. In service contracts, customers are guaranteed specific services within tolerance limits for certain parameters, for example, within a predefined period. The assured services are represented by service products (for example, maintenance, hotline) which are defined in the individual contract items. They can be of type Value/Quantity.

„

On item level, Service Level Agreements (SLA) control the processing of service orders referring to the service contract. Actions are used in order to monitor SLA agreements.

„

The objects for which a service entitlement is valid are specified in the object list. The list can contain products, individual objects, installed bases or installed base components.

„

An automatic check for valid service contracts is performed during service and repair order processing.

„

CRM Billing is used in order to bill a service contract. A billing request is generated from contract items according to a billing plan.

„

SAP CO integration of service contract to SAP R/3 cost accounting object collecting revenues from contract’s billing plan and costs from service orders referring to the contract.

„

Service Level Compliance Analysis: y Provides the rate of completion on schedule with completion dated determined by SLA. y Gives an overview of delayed and on-schedule services. y Monitors the punctuality of services and enables quality analysis in service organizations.

„

A service contract quotation might be a preceding document to a service contract.

© SAP AG

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Service Planning and Forecasting – Service Plan

„ Individual or periodic scheduling of planned services „ Automatic generation of follow-up documents (service orders, quotations, activities) at definable points in time „ Improvement and acceleration of processes „ Reduced workload for order entry and technical service

Service Plan „ generates recurring documents (quotation, service order, activity) at definable points in time „ uses a service strategy which is stored as master data WHEN?

WHAT?

WHERE?

Service plan

Quotation Order Activity

 SAP AG 2004

„

You can use the business scenario “Service Planning and Forecasting” for the advance scheduling and organization of services that reccur at specific intervals, such as maintenance or quotation creation.

„

Service plans help you to save costs incurred through unforeseen downtimes and to increase efficiency, for example, through improved and more comprehensible planning and more efficient scheduling of resources, such as employees or materials.

„

The scope of the periodic services is described in the service plan and their due dates calculated and monitored.

„

The simulation of service plans provides you with a list of future service orders and enables you to determine the resources (service employees, spare parts) required for each service order, and to calculate the workload for a predefined period.

„

A Service Plan contains y service intervals as information regarding when services are to be performed or other follow-ups are to be created automatically y technical objects y descriptions of work to be performed y scheduling data y maintainable agreements for services

„

The Post Processing Framework is used to create Service Orders from Service Plans.

© SAP AG

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Installed Base Management Client Server Installation xyz Application Server 01

Sold-to Party: Company 3271 Status: Operating Contact Person: John Summer Address: Chicago, 16 Marshall Rd

Motherboard RAM Hard drive 40GB

Identification: HD-98765

Unix Application Server 02

Contact Person: Pat Winter Address: Wayne, 132 Waverly Dr.

Motherboard RAM Hard drive 50GB

Identification: HD-43210

Windows NT

Installed Base Product Component

Product ...

Text Component

Text Item ...

Individual Object

Installed Base ... Individual Object ...  SAP AG 2004

„

Installed Base Management enables the representation of objects installed at your customer’s site (for example, devices, machines, software and so on) for which a service is offered. It can also be used for the management of objects used internally.

„

In business processes, an installed base can be referred to as a general unit or as an individual element (component).

„

The set of installed objects at the customer’s site can be used, for example: y To determine the exact object for which a problem has been reported y To determine in detail what the transaction refers to (for example, visit by field service representative, repair by a service employee) y By the technician as information about which object is affected and the parts it consists of y For documenting changes made to objects

„

In addition to this direct use of the installed base data in the context of individual service processes with the customer, it also represents the basis for additional evaluations, such as: y Activities covered by service contracts y Statistics

© SAP AG

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Warranties Definition of warranty master „ Customer warranties „ Vendor warranties „ Time-based validity period „ Usage-based validity utilizing counters „ Coverage terms and warranty entitlement e.g. free spare parts and labor „ Warranty entitlement restrictions defined by codes, e.g. invalid warranty in case of improper use or if seal was broken by customer „ Predefined pricing, billing and cost settlement procedures controlled by accounting indicator „ Flexible rules for warranty start date determination „ Modeled as new 'product type' Warranty

 SAP AG 2004

„

A warranty represents a commitment of the manufacturer, vendor or retailer to guarantee services to a customer either free-of-charge or only charged in part, over a certain period of time. In the majority of cases, the warranty relates to a technical object. This might be an object belonging to your company or to a customer.

„

Many business transactions, such as buying, selling and maintaining products, involve a warranty. When you purchase a new product, for instance, it is supplied with a manufacturer warranty for a certain period of time or amount of use. When you sell or lease a product, you may be legally required to supply your customer with a warranty for this product. Similarly, if you are a provider of services, you may need to provide a warranty to define the extent of the services to be provided in order to protect yourself as well as your customer.

„

Before you can issue warranties for individual objects, you need to define your basic conditions and requirements. These conditions and requirements may be specific to your company, your products, your customers and your customer groups, and may well differ from one country or region to another.

„

The Customer Service application component provides the following types of warranties: y Temporally valid warranties y Counter-dependent warranties y Warranties that are valid for periods of time and counter intervals

„

The warranty check can be performed automatically by the system when processing customer notifications and billing requests.

© SAP AG

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Service Order Management Create and communicate quotation

Make inquiry

Accept quotation 22

33

11 Convert quotation into service order

Bill customer, perform analyses 88

Approve confirmation, assign costs

Execute assignment, perform confirmation

44

Create and optimize assignments 55

77

66

 SAP AG 2004

„

The customer responds to a marketing campaign and requests a quotation for a number of products and services.

„

The service representative creates a quotation for the products and services requested and communicates this to the customer via phone or E-mail.

„

The customer accepts the quotation.

„

The service representative converts the quotation into a service order and releases the order.

„

The resource planner assigns any field service tasks to one or more of his field service representatives.

„

The field service representative performs the service assignment at the customer site and performs confirmation for the work done, materials used etc.

„

The service manager checks and approves the confirmation data and decides which costs should be billed to the customer.

„

The service manager triggers billing of the customer and performs analyses of the complete service order processing cycle.

© SAP AG

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Resource Planning and Optimization

Features: „ Appointment Scheduling „ Employee Availability „ Employee Qualifications „ Resource Planning Tool

Assignments can be displayed in the respective employee service calendar(s)

„ Pager/E-mail/SMS/CTI Integration „ Assignment Processing „ Interface to External Scheduling Engines

Supported for Lotus Domino and Microsoft Exchange products

„ Field Service Support „ Groupware Integration

 SAP AG 2004

„

You use resource planning to create assignments for the items of a service order that are relevant for resource planning. You do this by using the resource planning tool to allocate service tasks to available employees. Service employees can either accept or reject the assignments.

„

If you work with mobile terminals (laptops or handheld devices), your employees can download their assignments onto these devices.

„

Resource planners can y create, change and delete service employee assignments for the performance of service tasks. When creating an assignment, they can define start and end dates either manually or by using automatic scheduling. y display and change the status of a service employee assignment. y update assignments, service tasks and availability descriptions in the resource planning tool. y display service employee data and switch to business partner maintenance to change this data. y send short messages to service employees.

© SAP AG

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Product Service Letter Management – Features Basic Functions & Master Data „ Reason for PSL „ Product Service Letter identification number „ Validity for ‹

defined range of products e.g serial numbers

‹

given period or indefinitely

„ Severity: Mandatory (call-back actions) or optional

Service provider receives PSL and inform customers

OEM determines a PSL is required

„ Valid objects at dealer/service provider „ Tracking the completion status for the valid range of product „ Billing information (amount allocation)

PSL is assigned to service order for customer individual object

22

11

Product Service Letter Processing 77

33

Service order with PSL is carried out and confirmed

44

Analyze PSL Set amount allocation and bill partners

66

Change status of PSL and 55 inform OEM

 SAP AG 2004

„

Product service letters are documents that contain previously identified or potential defects occurring or likely to occur in a product and the instructions for the execution of services that are necessary to eliminate these defects. Product service letters are either issued by the manufacturer and distributed to the dealers or created by the dealers themselves.

„

Types of Product Service Letters are y Safety PSLs (calbacks) y Commercial PSLs (elimination of potential failure) y Support PSLs (service bulletins)

© SAP AG

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Complaints and Returns Processing Subitems Return request

COMPLAINT TRANSACTIONS: „ With or without reference to a product sold or a service performed „ Standard actions delivered: credit memo, debit memo, substitute delivery, return request

Complaint item

SAP R/3

Spare part delivery

CRM Billing

Credit/debit request Cust.-spec. actions Task

Subitems

RETURNS TRANSACTION:

Spare part delivery

„ With reference to a product sold „ Return item automatically triggers creation of returns request in SAP R/3 SD

Return item

Credit/debit request

SAP R/3 CRM Billing

Cust.-spec. actions Task

 SAP AG 2004

„

Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order or billing document. You can create a reference to any document residing in an integrated system, for example, billing or delivery documents in SAP R/3. The selected items from the reference document are copied into the complaint/return document according to the defined copying rules. You can add information to an existing complaint document by creating a reference to one or more documents. You can also create a reference at item level.

„

Reference objects: In complaints and returns, you can provide additional information about the product or service that is the subject of the complaint by creating a reference to objects from a header or item. You can create a reference to products, installed bases (IBases) and their components, or individual objects. Information about the relationship between a product and an IBase enables you, for example, to analyze complaints to identify problems that are dependent on the IBase in which a product is installed.

„

Warranty check: An automatic check determines whether a warranty exists for customer-specific objects. You can use warranty information to make decisions about the subsequent actions that need to be taken. For example, you might want the system to automatically create a return item if a warranty exists. The warranty check is based on either maintained warranty conditions for the individual object/installed base component or manually maintained delivery date.

…

© SAP AG

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mySAP CRM Service Controlling Integration

SAP ERP FI/CO, HR

SAP APO

Inventory Postings, Controlling Accounts Receivable Human Resources

Business Warehouse Analysis and Planning Market & Customer Knowledge

Supply Chain Management ATP Checks

mySAP CRM

SAP BW

Strategic Enterprise Management Strategy & Market Planning

SAP SEM

 SAP AG 2004

„

You can use the integration of service processes with Controlling in mySAP Financials to transfer controlling-relevant data from the CRM System to an R/3 System and in this way, analyze the entire value flow (including costs and expenses) for services and sales orders.

„

You can display and evaluate costs and revenue for services, for example, for each product category or service organization

„

Prerequisites: You are using mySAP Financials and CRM Billing. Services are billed using CRM Billing. Costs are either updated to the profitability segment or to the internal order.

„

Costs are only updated for delivery-related billing.

„

The service confirmation updates the costs for the use of resources either to the profitability segment or to the internal order.

© SAP AG

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mySAP CRM Billing for Service What Is Billed?

How Is Billing Performed? When Is Billing Performed?

Service Contract Item

Flat Rate According to the Contract’s Pricing Agreements

Periodically According to the Conditions of the Contract

Contract-related?

Service Order Item Order-related?

Confirmation Item

Flat Rate According to the Service and Pricing Agreements in the Order

Resource Related According to the Services Performed and Pricing Agreements in the Confirmation

After Placement of Order by Sold-To-Party (Order Entry)

After Completion of the Order and Release for Billing

After Completion of the Confirmation and Release for Billing

Release for Billing  SAP AG 2004

„

Customer invoices are created within the framework of Billing in mySAP CRM. Here, one or more than one billing due list item is copied into a billing document. You can either create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You make the necessary setting in Customizing. The following describes delivery-related billing: y You create a billing document in mySAP CRM: The item category in SAP CRM has a flag for billing in CRM, this is transferred during replication to SAP R/3. As a result of this, SAP R/3 does not execute billing after goods issue and delivery in SAP R/3, but returns delivery data (including costs for the costing-based profitability analysis) back to SAP CRM. SAP CRM collects items that have been delivered or partly delivered in the billing due list. You call up the billing due list in SAP CRM. You create a billing document by selecting the required items from the billing due list. y mySAP CRM changes the status of the sales order to “billed”, and reports the status change to SAP R/3 SCE. y You send the invoice to the customer. You can send the invoice either electronically or in print to the customer. y You release the billing document for transfer to SAP R/3 Financials. The system can also transfer to SAP R/3 Financials automatically. The system posts the accounting document in SAP R/3. The billing document and the actual revenue are posted in SAP R/3 Financials and in SAP R/3 Controlling. Costs and revenues are matched in the profitability analysis in the contribution margin scheme. Revenue and turnover are transferred for analysis to SAP BW.

© SAP AG

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Customer Service and Support – Case Management

1

Process case

Create case

Create case hierarchy 3

2

Case Management

4

Create service confirmation

7 Perform analysis of case 6 Perform billing

5 Close case

 SAP AG 2004

„

With Case Management, service representatives do not need to search multiple data sources to determine the status of ongoing cases. mySAP CRM enables service personnel to consolidate and manage related information on an ongoing basis in the form of a case, which is a collection of service orders, sales orders, complaints, documents, customers and partners, and activities, all of which have a common relationship. Service organizations have single points of access to diverse customer information from multiple sources, while service representatives have easy access to the status of cases over time. This slide depicts the steps in a typical case management scenario. y Case creation y Process the case y Create a case hierarchy y Create a service confirmation y Close the case y Perform the necessary billing y Analysis of the case

„

Note: Case Management is only available in the Interaction Center WebClient and the People-Centric User Interface.

© SAP AG

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Service Analytics

Strategic Service Planning Service Quality Analysis Service Contract Analysis Service Order Analysis Service Warranty Analysis Service Profitability Analysis Service Performance Analysis …  SAP AG 2004

„

With analytics, service organizations can coordinate operational performance, plans and predictive intelligence to optimize operations. Service managers can use organizational resources efficiently and effectively, ensuring that they obtain the best return on investment in terms of human resources, technology, products and services. Features include customer analytics, product analytics, service analytics and interaction center analytics.

„

Service analytics enable your company to strategically implement knowledge about customers and service processes at every level: from top management to employees who have direct customer contact. SAP now provides an enhanced analytical framework that allows you to intelligently manage product information and provides you with greater transparency regarding customer interactions and your customers’ installed bases (IBases). Integration of service analytics into the SAP Enterprise Portal provides service managers and representatives with fast access to the analyses they require, according to their role.

„

IBase Analyses Analyses of IBase data enable you to achieve greater transparency regarding the quality of particular IBases or IBase products and the profitability of services provided for these. By using analyses to monitor customer IBases you can recognize and react to critical situations quickly and are able to ensure that you continually provide the optimum level of service.

© SAP AG

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mySAP CRM Service: Unit Summary

You are now able to: „ Explain the business processes within mySAP CRM Service „ Describe different business objects, elements and functions within mySAP CRM Service

 SAP AG 2004

© SAP AG

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mySAP CRM Field Applications

Mobile Sales Mobile Service Mobile Sales for Handheld Mobile Service for Handheld

 SAP AG 2004

© SAP AG

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mySAP CRM Field Applications: Unit Objectives

At the conclusion of this unit, you will be able to:

ƒ Describe the functionality of the various field applications of mySAP CRM:

ƒ Mobile Sales ƒ Mobile Service ƒ Mobile Sales for Handheld and ƒ Mobile Service for Handheld

ƒ Complete a service order using mySAP CRM Mobile Service

 SAP AG 2004

© SAP AG

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mySAP CRM Field Applications

Mobile Sales Mobile Service Mobile Sales for Handheld Mobile Service for Handheld

 SAP AG 2004

„

Field Applications y This key capability enables you to utilize marketing, sales and service functionality in an offline environment for sales force representatives and service technicians who work in the field. To manage customer relationships successfully, companies that have employees working in the field must make sure their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered from field operations must be integrated into the complete customer picture and made available to other company representatives who interact with the customer. Field Applications provides you with a full range of functionality and integration capabilities to meet these needs. y Using Field Applications, field sales representatives and service technicians are able to access and update customer relationship data on their notebooks or PDAs (Personal Digital Assistants) while they carry out work in the field. y Field Applications comprises the following applications: - Mobile Sales - Mobile Service - Mobile Sales for Handheld - Mobile Service for Handheld

© SAP AG

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Case Study: mySAP CRM Field Applications 44

Analyst looks at the sales distribution and classifies customers

mySAP CRM Marketing

33

55

mySAP CRM Analytics

mySAP CRM Field Appl.

99

Marketing manager creates a target group and a marketing campaign mySAP CRM E-Commerce

Customer makes purchase in Web shop

mySAP 10 10 Service technician CRM provides solution Solution to customer Customer calls, IC agent creates complaint 88

mySAP CRM Service

Service rep creates service order and assigns appointment to service technician

mySAP CRM Channel Mgmt

Channel manager creates lead, partner creates order mySAP CRM Sales

mySAP CRM Interaction Center

66

77

Sales order is replicated to SAP Enterprise and delivery takes place

Note: Numbers correspond to chapters  SAP AG 2004

„

The service technician checks the calendar on his laptop. He revises the customer data and the service order.

„

He completes the repair, then confirms time and material used. Additionally, the service technician may also enter appointments to inform the resource planner about his availability.

© SAP AG

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mySAP CRM Field Applications

Field Marketing

Customer Segmentation

Campaign Management

Field Sales

Sales Planning Territory and Management Forecasting

Account and Contact Management

Field Service

Resource Planning and Optimization

Analytics

Customer Analytics Product Analytics Marketing Analytics

Installed Base Management

Activity Management

Service Order Management

Trade Promotion Management Opportunity Management

Content Management

Quotation and Contract Order Management Management

Incentive and Commission Management

Service Contract Management

Complaint Management

Van Stock Management

Sales Analytics

Service Analytics

Field Analytics

Service Order Management

 SAP AG 2004

„

The field solutions of mySAP CRM enable field representatives to interact with customers face to face, independent of time and location.

„

Depending on the context of use and the complexity of supported scenarios, field representatives in sales or service can use either laptop computers or – with a subset of functionality – handheld devices such as Windows Pocket PCs.

„

Field Sales y provides users outside the office quick and easy access to critical and prospect customer information. With offline access, field sales professionals can forecast sales accurately, analyze sales pipeline data rapidly, manage tasks effectively and target add-on and up-selling opportunities – all while collaborating with the rest of the sales force.

„

Field Service y enables on-site service technicians to tap into organizational knowledge that was previously not available to them. Because field service engineers have immediate access to detailed information on their customers’ installed products, they can complete service calls faster, increase their own individual productivity and better satisfy customers. mySAP CRM enables mobile field service technicians to manage and control the full life cycle of a service event – from initial service request to ordering spare parts, logging time and materials, returning materials through to billing (if applicable) – directly from their remote mobile and handheld computing devices.

© SAP AG

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Mobile Sales and Mobile Service Sales and service field personnel „ Professional users „ Need many sophisticated functions „ Work with large data volume „

„ Require easy text input

Information

„

„ Up-to-date, but not real-time

Offline option „ Network coverage not always available

Disconnected for long periods User-managed intelligent synchronization when necessary

„ Integration with back office required

mySAP CRM Mobile Sales mySAP CRM Mobile Service

 SAP AG 2004

© SAP AG

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Mobile Sales and Mobile Service – Benefits mySAP CRM Mobile Client Applications provide „ Quick identification of most important information „ Overview and easy access to details „ Backward and Forward for fast navigation „ Hyperlinks to related information

 SAP AG 2004

© SAP AG

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11-7

Mobile Sales with mySAP CRM: Overview

Reporting, Charts & Analysis

Business Partners

Contact Persons Activities and Calendar

Time & Travel Management

Products Territory Management

Infocenter

Agreements (Partner Product Ranges / Contracts / Conditions) Sales Transactions

Account Planning Campaigns & Trade Promotions Opportunities

 SAP AG 2004

„

Field Account and Contact Management with Mobile Sales and Mobile Service y Account and Contact Management enables companies to provide a 360 degree view of customers and prospects. It helps to capture, monitor and track all critical information such as detailed profiles, full interaction history and an overview of critical relationships.

„

Field Activity Management with Mobile Sales and Mobile Service y Activity Management allows sales representatives and managers to allocate resources for daily tasks effectively so that sales professionals can close their sales deals as quickly as possible.

„

Field Quotation and Order Management with Mobile Sales y Quotation and Order Management provides sales order management capabilities that companies can use to configure products, determine pricing, create proposals, check product availability, acquire and enter orders, manage contracts and track and manage orders.

„

Field Opportunity Management with Mobile Sales y Opportunity Management gives sales professionals a complete view into a sales opportunity by providing complete visibility into an opportunities history, milestones, progress and key decision makers.

… © SAP AG

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…

„

Field Campaign Management with Mobile Sales y Campaign Management allows marketing professionals to design, execute, coordinate and monitor all marketing initiatives. Companies can create targeted, personalized campaigns across all communication channels, including direct sales, call centers, mail, e-mail, Internet and mobile devices. They can also monitor enterprise-wide profitability at program, product, customer and partner levels.

„

Field Trade Promotion Management with Mobile Sales y Trade Promotion Management (TPM) allows consumer product companies to manage the TPM process in a closed-loop, fully integrated manner. Such capabilities enable company personnel to make more intelligent decisions, develop more effective programming and monitor performance to ensure that actual performance matches objectives.

© SAP AG

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Mobile Service – Features Overview Connection to resource planning

Business partners

Contact persons Activities and calendars

Infocenter Confirmation of time, materials, technical confirmation

Products and services

Progress snapshot

Assignments

IBase management and individual object Service contracts

Absences and attendances Pricing

Service documents

 SAP AG 2004

Continuation Mobile Sales: „ Field Territory Management with Mobile Sales y Territory Management helps companies to maintain task-related, functional organizational structure as a current organizational plan. „ Mobile Service: „ Field Service Order Management with Mobile Service y Service Order Management offers a complete closed-loop transaction capability to manage requests for service from initial capture or identification of the service need through assignment of personnel and materials to final billing, and collection or cost allocation to a warranty or service contract. Service Order Management with Mobile Service also includes service confirmation capabilities and complete Installed Base Handling. The service confirmation enables users to report time spent and materials used during the service execution process and to enter technical confirmation data. Installed Base management provides a graphical representation of products and installations to use as a reference in service processing. The progress snapshot in Mobile Service provides a comprehensive view of the project status as a whole. „ Field Service Contract Management y The service contract provides an overview of objects and products which are handled under contract. The contract includes defined SLA information. „ Resource Planning and Optimization y Two-way data exchange (assignments, absences, attendances, tasks) between Resource Planning Tool in CRM Enterprise and Mobile Service provides easy planning capabilities. © SAP AG

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mySAP CRM for Tablet PC Ease-of-use „ Handwriting recognition: writing, drawing and erasing like on paper „ Combining ink input and keyboard support for fast and easy data input and navigation „ Changing Screen orientation from portrait to landscape mode „ Speech navigation and control

 SAP AG 2004

„

Tablet PC is a solution from Microsoft that provides pen-based computing to notebook computers in a Windows for XP operating system environment. A Tablet PC equipped with the SAP mobile client offers an easy-to-use interface that offers sales professionals a flexible means of accessing customer data in a timely and efficient manner without the constraints of pen and paper.

„

By navigating and documenting in their own handwriting with a digital pen, users of the mobile client can quickly and easily edit product data, create and finalize orders, collect digital signatures and generate order confirmations from remote locations.

„

Business Value y Provides powerful and sophisticated functionality by replacing pen and paper in a digitized environment y Allows users to take notes, draw diagrams and store them on their PC for further use y Extends the mobile client solution by providing users with graphical and handwritten notes in an interactive environment y Enhances a user’s ability to work with customer-centric data at any time, even in an offline environment

© SAP AG

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mySAP CRM Field Applications

Mobile Sales Mobile Service Mobile Sales for Handheld Mobile Service for Handheld

 SAP AG 2004

© SAP AG

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Mobile Sales for Handheld and Mobile Service for Handheld Sales and service field personnel „ Need easy-to-handle and lightweight mobile device „ Need only a limited function set „ Need easy and quick access to a limited range of customer and product data „ Need easy and not extensive text input „ Work with small and medium data volumes

Information

„

„ Up-to-date, but not real-time

„

Offline option

Disconnected User-managed pull of information

„ Network coverage not always available „ Integration with back office required

mySAP CRM Mobile Sales for Handheld mySAP CRM Mobile Service for Handheld  SAP AG 2004

© SAP AG

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Mobile Sales for Handheld: Functional Overview Functions include: „ Account Management „ Opportunity Management „ Quotation and Order Management „ Activity Management „ Product and Price Information

 SAP AG 2004

„

Field Activity Management with Mobile Sales for Handheld y Activity Management allows sales representatives and managers to allocate resources for daily tasks effectively so that sales professionals can close their sales deals as quickly as possible.

„

Field Quotation and Sales Order Management with Mobile Sales for Handheld y Quotation and Order Management provides sales order management capabilities that companies can use to configure products, determine pricing, create proposals, check product availability, acquire and enter orders, manage contracts and track and manage orders.

© SAP AG

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Mobile Service for Handheld: Functional Overview Functions include: „ Account Management „ Service Order Management „ Service Complaint Management „ Activity Management „ Product and Price Information

 SAP AG 2004

„

Field Service Order Management with Mobile Service for Handheld y Service Order Management offers a complete closed-loop transaction capability to manage requests for service from initial capture or identification of the service need through assignment of personnel and materials to final billing, and collection or cost allocation to a warranty or service contract in the backend. Service Order Management with Mobile Service for Handheld offers the capability of confirming service assignments offline directly on the mobile device.

„

Field Complaint Management with Mobile Service for Handheld y Complaint Management with Mobile Service for Handheld offers the ability to create complaint requests directly on the mobile device while working on customer site. Within the complaint, the service representative has the possibility of entering a product or a service the complaint refers to. In addition, he can add a complaint reason by selecting one from the code catalogs. This complaint can then trigger actions at the back end, such as a credit memo, debit memo or a substitute delivery.

© SAP AG

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mySAP CRM Field Applications: Unit Summary

You are now able to:

ƒ Describe the functionality of the various field applications of mySAP CRM:

ƒ Mobile Sales ƒ Mobile Service ƒ Mobile Sales for Handheld and ƒ Mobile Service for Handheld

ƒ Complete a service order using mySAP CRM Mobile Service

 SAP AG 2004

© SAP AG

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Appendix

Contents: Working in the my SAP CRM System with SAPGUI Scenario: How PC4You uses mySAP CRM Master Data: Business Partners Products Product Catalogs

 SAP AG 2004

© SAP AG

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mySAP CRM Easy Access Menu Transaction Field/ Command Field

Menu Bar

System Functions

Favorites Menu

SAP Standard Menu

Options for Local Layout

Title Bar

Application Functions

Status Bar

 SAP AG 2004

© SAP AG

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Working in the SAP CRM System Locator On/Off

Settings

Work Area Locator Area

 SAP AG 2004

„

In the mySAP CRM System there are two major screen areas: the locator and the work area.

„

Work area: The work area represents the selected application.

„

Locator function: The locator is used to search for data, for example business partner number using a search term. The locator can also be used to create lists, for example worklists. The locator can be displayed fullscreen, can be hidden completely, or, as shown in the screenshot above, it can be displayed on the screen with the work area.

„

Settings:You can save your preferred locator settings under 'settings'. You can save your personal initial screen variant for the locator and the work area under 'settings'. Here you can define the settings you last selected, or specify that the change or display mode for the given application is always displayed as the initial screen.

© SAP AG

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Scenario: How PC4You Uses mySAP CRM Sales & Marketing Manager

• Evaluates sales volume • Starts an e-mail campaign

Contact Center Agent

Customer

• Receives an e-mail • Calls up our PC4You Web site • Orders a PC • Calls Call Center later

• Accepts the call • Takes out Internet order from customer history • Changes Internet order

 SAP AG 2004

„

PC4You, a large computer manufacturer, has just installed mySAP CRM.

„

The performance analysis in CRM shows the sales and marketing manager that it is necessary to start an e-mail publicity campaign to penetrate the market more successfully. The sales and marketing manager sends personalized e-mails to selected customers.

„

The customer receives an e-mail and immediately logs onto the PC4You Web site. He is impressed by the products and immediately orders a PC.

„

Later, the customer wants to add to his Internet order via the telephone.

„

The agent uses the customer history in the Interaction Center to find the order quickly and change the customer's requirements accordingly.

© SAP AG

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CRM Master Data

Contents: Business Partners Products Product Catalogs

 SAP AG 2004

© SAP AG

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mySAP CRM Business Partner Business Partner Relationships Patient

Employee

Borrower

Business Partner

Tenant

Creditor

Vendor Customer

z z z

Accounts Receivable  SAP AG 2004

z z

Neutral Persons and organizations Cross-application Open infrastructure Integration through operational concepts

Manufacturing Plant

„

Business partners are at the center of business transactions, and thus the center of business interest. All relevant information about a business partner must therefore be available quickly in consolidated form. The customer therefore needs to have a central and comprehensive view of the business partner.

„

A business partner can only be created once, regardless of the business transactions in which it participates. For example, if a company is both a customer and a vendor, it is still one and the same business partner.

„

However, a business partner can figure in a company in other ways. Depending on the specific business processes in which a business partner participates, the information required about the business partner may vary considerably. For example, for the goods delivery process, information on Incoterms and delivery conditions is required, whereas for the sales order processing, information on delivery dates and payment conditions is relevant.

„

A business partner can be in contact with other business partners. These relationships can be very different in nature (for example, a marriage, contact person, company relationships).

„

The SAP Business Partner provides functions that fulfil these business processes. A business partner is created only once in the system, but can take on several different roles. The different relationships between business partners can also be defined.

© SAP AG

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Business Partner Configuration Business Partner Category: OrganiOrganization zation

Group

Determines field control: • legal form • first name, last name • gender, marital status

Person Person

Determines number range:

Business Partner Grouping: Business Partner Role:

• internal, numeric • external, alpha numeric • ...

Determines screen sequence and field control:

General data Prospect Consumer Sold-to party Ship-to party Vendor ...  SAP AG 2004

„

The business partner category classifies a business partner as a natural person (private person), as an organization (legal entity or part of a legal entity, for example a department), or as a group (grouping of several persons into one business partner, for example a married couple, a family or members in a shared living arrangement). When a business partner is created, a business partner category must be selected (required entry). Only one business partner category can be created, and it cannot be changed at a later date.

„

The business partner category determines in which fields the user can enter data. For example, when you want to create a business partner as an organization, one of the fields requires you to enter the legal form, whereas when creating a business partner as a person, you have to enter first name, other name components, gender, and so on.

„

The information in the grouping field determines whether and how the business partner number must be entered in the business partner field. When you first create a business partner (BP), you must state the BP category and the grouping. If you use a grouping to which a number range with external number assignment has been assigned, you must enter a number in the BP field. If you are using internal number assignment, you leave this field empty.

„

The basis for the definition of a BP role is a business process. The attributes of the BP role depend on the particular business process involved. BP roles are used to determine screen sequence and field control of the BP master records.

„

You can create a business partner with one or more BP roles. Personal data, such as name, address, and bank details, has to be entered only once.

© SAP AG

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Data Views for Business Partner (BP) Roles

Contact person ...

Address

Central data

Sold-to party Address

...

Address Personal data

...

Sales

Shipping

General data

Shipping

Billing

Billing

...

Role-specific data Data Views

 SAP AG 2004

„

Depending on the role selected for the business partner, varying data and data views are available.

„

The following data views are available in mySAP CRM: y General views: Address, Address Overview, Central Data y Specific views: Classification, Business Hours, Partner Functions, Excluded Partner Functions, Sales Area Data (Sales, Shipping, Billing) y Relationships y Fact sheets

„

For business processes that refer to a business partner, the system accesses different areas of the business partner master data. You can maintain different sets of data in various sales areas for the different BP roles that a business partner can take on.

„

Extract from data view - sold-to party role: Address, Address Overview, Central Data: Organizational Data, Sales Area Data Classification / Business Hours, Partner Functions, Excluded Partner Functions

„

Extract from data view - contact person role: Address, Address Overview, Central Data: Personal Data, Status

„

Extract for data view - employee role: Address, Address Overview, Central Data: User, Status

© SAP AG

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Business Partner Relationships

Organization

Contact Person

Organization 1 LA Wholesalers Inc. supplies supplies

is manager of

Organization 2 Candid Horton Plaza

is contact person of

Contact Person 1

is outlet of Organization 3 Candid San Diego is shareholder of Organization 4 Candid International

Contact Person 2 is contact person of

is married to Contact Person 3

 SAP AG 2004

„

You can assign a relationship to various business partner relationship categories, such as is contact person for, is department of, is married to, is vendor for, is customer of and is competitor of.

„

Each relationship can have particular attributes and directions assigned to it.

„

Relationships are not transferred to SAP R/3.

© SAP AG

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CRM Product Master

In CRM, products are differentiated according to product categories:

Material

Service

Financing

 SAP AG 2004

„

The product master delivers information about all the products a business buys and sells. Products can be material goods (for example, a PC) or non-material goods (such as services like PC maintenance).

„

The product master is the central source of product-specific data. This data is stored in individual product master records. A product master record contains the data needed for product management. This data can be sub-divided as follows: y Data that describes the product (such as size and weight) y Data with control functions (such as item category group which determines the item category of items in a CRM sales order)

„

In order to contro product-specific data, product master data is split up in to the following groups (product categories): y Material: All products in the conventional sense, for example, PCs, tables, lamps, software y Service: All services, such as maintenance, preventative maintenance y Financing: Financial products, such as leasing Different product-specific data is obtained according to the selected product category.

© SAP AG

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Product Types and Categories Product Master R-1003 Basic Data

...

...

Category: Mat_HAWA Trading Goods Product Type

Material

Category

Computers

Category: Computers Field Info.: Service, Guarantee

Product Master ISM-0002 ...

Basic Data

...

Category: Mat_HAWA Trading Goods Product Type

Material

Category

Books

Category: Z_ISM_Book: Books Field Info.: Author, ISBN Number

 SAP AG 2004

„

Products can be summarized into hierarchically structured groups or product categories. Product categories make it possible to group together products according to different criteria (set types). You can maintain freely definable CRM-specific information (attributes) via these criteria (set types).

„

In product maintenance, the set types assigned to a product appear as subscreens with respective attributes in the various views (on the tab pages such as Basic Data). This additional CRM-specific information can be used, for example, for grouping your products in product catalogs.

© SAP AG

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What is a Product Catalog? Product Catalog

z Used for presenting products on the Internet (products are based on CRM product master data) z Can be flexibly defined and maintained in the CRM System  SAP AG 2004

„

Product catalogs are used in SAP Internet Sales.

„

Product catalogs can be freely defined and configured. CRM-specific information and attributes can be used here to help you organize and structure your products.

„

The general structure of a product catalog is characterized by the following: y Validity period: period during which the product catalog is valid y Basic characteristics list: The characteristics of all products contained in the catalog. This list is used to search for products on the Internet y Administration data: The date of creation and the name of the user who created the object. y The fact that you can create a catalog in several languages and variants. y Product catalogs are used in a variety of different business scenarios, such as business-to-business or business-to-customer Internet Sales (see the Internet Sales unit)

© SAP AG

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CRM Master Data: Unit Summary

You are now able to: Define business partners and how they are used in CRM Define products and product catalogs and how they are used in CRM

 SAP AG 2004

© SAP AG

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Section: CRM Base Customizing

CRM Base Customizing

 SAP AG 2004

© SAP AG

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CR100 CRM Base Customizing FS310 Inkasso/Exkasso

CR100

CRM Base Customizing

THE BEST-RUN BUSINESSES RUN SAP  SAP AG 2004

© SAP AG

© SAP AG 2004

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Prerequisites Prerequisites: „ SAPCRM

Recommended: „ Study of the mySAP CRM learning map, "mySAP CRM Solution Overview": SAP eBooks (narrated unit slides), SAPTutorials (interactive screencams), and the links to the documentation „ Study of learning maps for SAP CRM 3.1 and SAP CRM 4.0 for better knowledge of functions Note: Customers and partners can access the mySAP CRM learning maps on the Service Marketplace at service.sap.com/okp. OKP stands for SAP Knowledge Products.

 SAP AG 2004

© SAP AG

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Target Groups and Duration Target Groups: „ SAP R/3 customers and potential SAP customers planning an implementation of mySAP CRM „ Customers and consultants who need to get detailed knowledge about the base customizing in SAP CRM 4.0 „ Those who want to learn the fundamentals of SAP CRM 4.0 and its key capabilities

Duration: „ 5 days

 SAP AG 2004

© SAP AG

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Overview of CRM Server Technology and User Interfaces: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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Overview of CRM Server Technology and User Interfaces mySAP CRM Architecture Overview Review of Key CRM Capabilities User Interface Concepts for CRM Data Maintenance

 SAP AG 2004

© SAP AG

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Overview of CRM Server Technology and User Interfaces: Unit Objectives At the conclusion of this unit, you will be able to: „ Describe the various components of the mySAP CRM architecture „ Describe the CRM server technology „ Define CRM middleware „ Describe the different user interface options „ Explain data maintenance with the different user interfaces

 SAP AG 2004

© SAP AG

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Overview of CRM Server Technology and User Interfaces: Business Scenario

„ Your enterprise has selected mySAP CRM as its customer relationship management solution. Therefore, you want to become familiar with the key capabilities mySAP CRM offers. In addition, you want to learn about mySAP CRM architecture and find out what different user interfaces are available.

 SAP AG 2004

© SAP AG

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Customer-Centric E-Business with mySAP CRM

The Solution is Complete

Rich Functionality and Supporting Capabilities

 SAP AG 2004

„

Today’s complex customer problems require a deployable customer relationship management (CRM) solution that can directly address specific challenges regardless of where or when they occur in the cycle of interacting with, selling to and servicing an organization’s customers.

„

mySAP CRM combines extensive functional capabilities in the core areas of marketing, sales and service with award-winning analytics that are directly built in to the primary interaction channels used by organizations when interacting with their customers.

„

All this functionality enables the closed-loop interaction cycle underlying mySAP CRM’s unique value propositions.

„

mySAP CRM is built on an open, reliable, secure and scalable technology platform.

„

The comprehensive range of services offered by SAP help to ensure quick implementation of mySAP CRM and support the ongoing optimization of the solution environment.

© SAP AG

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mySAP CRM Architectural Concept Telephony, e-mail

SAP R/3

CRM System

Internet As logical box

Mobile Clients Handheld devices

SD

SAP Enterprise Portal

SAP BW

SAP APO

 SAP AG 2004

„

mySAP Customer Relationship Management (my SAP CRM), which is part of the mySAP Business Suite, includes a central CRM server, which provides access to the system via various channels, and connection to other systems. The following capabilities are supported in mySAP CRM: y Interaction Center: The integrated Interaction Center enables customers to use phone, fax, or e-mail to contact sales or service representatives. y Internet access: Users can configure and order products or services using the Internet components of mySAP CRM. y Mobile clients and handheld devices: The mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server.

„

The mySAP CRM solution offers the following fully integrated connections: y The SAP CRM system as a central CRM server with its application components y SAP R/3 as a back-end system with proven ERP functions y The SAP BW system as a data warehouse solution with comprehensive statistical and analytical possibilities y The SAP APO system as a global Available-to-Promise (ATP) check and demand planning solution y The SAP Enterprise Portal as a tool that provides integrated access to all systems

© SAP AG

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SAP CRM and Other SAP Systems

SAP R/3

SAP CRM CRM Enterprise CRM Middleware R/3 Adapter

Plug-In

BW Adapter

SAP BW

SAP APO

 SAP AG 2004

„

Data is exchanged between the CRM system and a connected OLTP R/3 system (release 3.1I and later) primarily via the CRM middleware. A plug-in installed on the OLTP R/3 system acts as a counterpart to the R/3 adapter, supporting the communication of data between the two systems. The data exchange includes an initial transfer of customizing, master and transactional data to the CRM system, as well as delta data in both directions.

„

Sales orders are entered in the Internet Sales application component, Interaction Center, Mobile Client or the CRM server. To confirm whether the requested items can be delivered on time, you need to carry out the Available-to-Promise (ATP) check. The SAP Advanced Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in mySAP Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution.

„

The SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

© SAP AG

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SAP Enterprise Portal – A Cornerstone of People-Centric CRM Provides CRM users with easy access to multiple sources „ Applications – mySAP CRM, SAP R/3, non-SAP „ my SAP Business Intelligence – CRM Analytics „ Content and Documents – Info Center with sales collateral „ Web – news on market trends and competitors, for example

 SAP AG 2004

„

A portal enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for a certain purpose. Portals help to procure information. The information is often scattered in various formats in various filing systems, such as file servers, Web servers and databases. The task of the portal is to provide this information specifically to the user at a single source.

„

The relevant information and applications are consolidated for the users by content editors and portal administrators.

„

For users, portals have advantages because the cumbersome search for information and applications is no longer necessary.

„

The portal server creates the HTML from the various sources. Content metadata and user data is stored in the persistence layer. Other components of the SAP Enterprise Portal enable single sign-on (based on the Lightweight Directory Access Protocol (LDAP) for user management) and session management for locking and unlocking data.

„

The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality).

„

The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

© SAP AG

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People-Centric CRM – Role Concept

Individuals must perform different job functions, business activities, and tasks

In People-Centric CRM, all content needed to perform a job function is packaged as a role. „ A role consists of worksets for each business activity. „ Each workset provides pages containing iViews and external services to access all underlying applications needed to perform a task.  SAP AG 2004

„

Portal content consists primarily of iViews. Each iView brings to the portal desktop specified data from an information resource such as a relational database, ERP system, CRM system, enterprise application, collaboration tool, e-mail exchange system, intranet or the World Wide Web. iViews return up-to-theminute information each time they are launched.

„

iViews are generally displayed through portal pages. You can import predefined pages or create your own pages. The page definition includes a list of associated iViews and layout specifications. Worksets bundle related pages, iViews, and roles.

„

User access to content is determined by role definitions. A portal role is a collection of task-oriented content. While portal content is developed to enable access to information relevant to the organization in which the portal is deployed, roles define the subset of content available to each functional role within the organization. Users are assigned to the role or roles that provide content relevant to them. A user has access to the content that has been assigned to all of his or her roles.

„

The role definition determines the navigation structure within the portal. The navigation structure consists of the top-level navigation bar and the detailed navigation tree. A user navigates through portal content by clicking tabs at top and detailed navigation levels.

© SAP AG

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Pre-configured Roles in mySAP CRM

The following applications run in preconfigured roles: „ Sales „ Marketing „ Service „ Interaction Center „ Channel Management „ Portal Administration Additionally, many industry roles are available or planned.

 SAP AG 2004

„

Business packages are groups of related worksets. They are available through the iViewStudio (www.iviewstudio.com).

„

The Business Package for SAP CRM 4.0 primarily supports the following roles: y Sales: sales manager, sales representative, billing clerk y Marketing: campaign manager, lead manager, lead qualifier, account manager, trade marketing manager, brand manager y Service: service manager, service representative y Interaction Center: Interaction Center manager, Interaction Center agent y Channel Management: customer and customer administrator, channel manager, partner manager, partner manager – channel commerce, partner employee y Portal administration: CRM portal user, CRM portal administrator

„

In addition, the business packages for the individual industries delivered with SAP CRM 4.0 contain many roles for mySAP CRM for Industries.

© SAP AG

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People-Centric User Interface – Business Transactions

Orientation area

Search area and result list: Search, identify and select documents

Detail area 1 & 2: View and maintain data of selected document

 SAP AG 2004

© SAP AG

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People-Centric User Interface – Search Documents

Predefined search variants

Quick search

Advanced search

Advanced Search:

Add new search variant

Remove existing search variant

 SAP AG 2004

© SAP AG

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Structure of Business Transactions on SAP GUI Locator

Work area

Toolbar Header data: details displayed on tab pages Items

Item details

 SAP AG 2004

„

Because some transaction types do not contain items (for example, activities), the screen does not display an item list or item details section when you are working with these transactions.

© SAP AG

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Working with Business Transactions on SAP GUI Application log: Displays error messages Display or hide locator

Maximum / minimum display Display business partner cockpit

Settings

Compress header data

Work with several documents in parallel

 SAP AG 2004

© SAP AG

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Locator on SAP GUI Worklist

Find

Calendar

Open documents

Other documents

Dates and To-Do Lists

Hit list

 SAP AG 2004

„

The Locator includes various functions that are used to find documents, tasks and appointments.

„

Within the worklist, you can find transactions belonging to you, your department, and your group.

„

With Find, you can search for different documents using various search criteria, such as transaction type or transactions types with a specific sold-to party.

„

Within the Calendar tab, you can display either appointments or tasks to do.

„

The values in the pull-down list are dependent on the application you are using.

© SAP AG

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Overview of CRM Server Technology and User Interfaces: Unit Summary You are now able to: „ Describe the various components of the mySAP CRM architecture „ Describe the CRM server technology „ Define CRM middleware „ Describe the different user interface options „ Describe data maintenance with the different user interfaces

 SAP AG 2004

© SAP AG

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Business Partner: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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Business Partners

Business Partner Overview Business Partner Modeling Elements Customizing and Configuration Data Distribution and Data Structure Mapping

 SAP AG 2004

© SAP AG

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Business Partners: Unit Objectives At the conclusion of this unit, you will be able to: „ Explain the SAP Business Partner „ Use partner categories, Business Partner grouping and Business Partner roles „ Explain Business Partner relationships „ Set up Business Partner group hierarchies „ Customize the mapping to the SAP R/3 system

 SAP AG 2004

© SAP AG

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Business Partner: Business Scenario

„ Your enterprise has relationships with different types of business partner. For this reason, you want to learn how the concept of the SAP business partner can help you maintain these relationships.

 SAP AG 2004

© SAP AG

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How BP Master Data Gets into the System Initial load load from legacy system system

Internet Internet Self-Registration Self Self-Registration

External External List Management (Marketing)

Download Download from from SAP R/3 SAP

SAP BW (Leads) (Leads)

People-Centric People People-Centric CRM CRM

BP BP Master Master Data Data in in SAP SAP CRM CRM

BP Maintenance Maintenance in CRM Enterprise

mySAP mySAP CRM Field Field Applications Applications

mySAP mySAP CRM CRM Interaction Center BP = Business Partner BW = Business Information Warehouse

 SAP AG 2004

„

Business Partner data is used in many business transactions. The system proposes business partner master data in the appropriate fields when, for example, you create a sales order in mySAP CRM. A business partner can be created in the CRM enterprise from many sources as shown in the figure: y Initial load from legacy system: Business partner data can be imported into the CRM enterprise system from a legacy system. y Internet Self-Registration: With the E-Commerce function, a consumer can register himself. The business partner is created automatically in the CRM enterprise. y CRM Mobile Client: With the Field Application function, a sales representative can create or change the business partner data. When the sales representative synchronizes the laptop computer with the CRM enterprise, the data is transferred. y People-Centric CRM: If the role has the Account and Contact Management workset, then the user could maintain a business partner. For example, the Sales Representative role allows the sales representative to maintain his customer accounts. The Sales representative uses the Portal to access the account and maintain the changes. When saved, the account information is transferred to the CRM enterprise. y mySAP CRM Interaction Center: With either the Winclient or Webclient Contact Center, an agent can create or change the account information. This data is transferred to the CRM enterprise.

… © SAP AG

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SAP Business Partner Patient

Business Partner Structures

Loan recipient

Tenant

Employee

Creditor

SAP SAP Business Partner

Vendor

Customer

Debtor

„ Neutral

Organizational Unit

„ Persons and organizations „ Cross-application  SAP AG 2004

„

The SAP business partner allows the standardized maintenance of business partners across components.

„

Application-neutral data, such as name, address, bank details, and payment cards, is mapped. In doing this, the particular requirements for mapping organizations, groups and persons are taken into consideration.

© SAP AG

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Business Partner Category

Person

Organization

Group

 SAP AG 2004

„

A business partner can be a person, a group of people, or an organization, representing a business interest.

„

The categorization of a business partner as a person (for example, a private person), a group or an organization (legal person or part of a legal person, for example, department) is known as the business partner category.

„

A group is the depiction of a shared living arrangement, a married couple, or an executive board.

„

When a group is created, the corresponding partner group type must be entered.

„

The organization represents units such as a company, a division of a company, a club, or an association.

„

In addition to a legal person, parts of a legal person can be mapped as a business partner. Organization acts as an umbrella term to depict all conceivable occurrences in daily business activities. In this way, a subsidiary or a purchasing department represents only parts of a legal person.

„

The business partner category must be defined when creating a new business partner.

© SAP AG

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Grouping

Business Partner Category Grouping z Business Partner

Grouping z Number ranges z Freely definable criteria z Standard grouping

„ A business partner must be assigned to a group „ The grouping controls the number range „ Internal and external number assignment is possible „ The grouping is defined in Customizing „ You can make settings for standard groupings  SAP AG 2004

„

A business partner grouping classifies business partners according to user-defined criteria. The Customizing transaction appears as follows: y Definition of number ranges for business partners y Definition of groupings for business partners and assignment of number ranges

„

When creating a business partner, internal number assignment is the default. Alternatively if you want to use external number assignment, you must choose the relevant grouping and enter the external number.

„

You can define standard groupings in Customizing. This means that a grouping is automatically selected if a business partner is created without entering a business partner number or grouping (with internal number assignment) or if a partner number but no grouping is entered (with external number assignment).

„

Path in Customizing: SAP Implementation Guide Æ Cross-Application Components Æ SAP Business Partner Æ Business Partner Æ Basic Settings Æ Number Ranges and Groupings

© SAP AG

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Business Partner Roles

Sold-to party

Bill-to Bill-to party party Invoice

Payer

A role offers a particular view of the BP master  SAP AG 2004

„

A business partner can come into contact with an enterprise in various situations. Depending on which business processes the business partner is involved in, completely different information about the business partner may be needed. For example, for the goods delivery transaction, information about the shipping and delivery conditions is required; for the sales order transaction, delivery dates and payment conditions are relevant.

„

You can create more than one business partner role for one business partner; general information, such as name, address, and bank details, must be entered only once.

„

All applications or industry business solutions using the SAP Business Partner function provide special business partner roles.

„

Each partner role contains various data sets: y General data y CRM-specific data y Relationships

© SAP AG

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Data Sets

Role: Contact person Address

Address

Role: Ship-to party Address

Pers. data

Pers. data

...

Sales

General General data data

Shipping

Shipping

...

Billing

...

CRM-specific CRM-specific data data

Business partner master data sets

Each Each role role offers offers a different view of the the BP master master

 SAP AG 2004

„

You can use data sets as building blocks for defining business partner roles in the business processes of your enterprise.

„

The following data sets are available in SAP CRM: y General data: address, personal data, bank details y CRM-specific data: sales, shipping, billing, classification, hours and excluded partner functions y Relationships

„

Attributes frequently used together are grouped in set types. For example, the set type shipping contains attributes such as shipping conditions and delivery priority.

„

Business processes that refer to a business partner require different parts of the business partner data. You can maintain different sets depending on the partner role.

© SAP AG

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Business Partner – Address Management Integration of Business Address Services (BAS) „ Any number of addresses for each business partner „ Address usage assigns addresses to the relevant business processes „ One address as standard address „ Physical and/or mailing address „ Address-dependent and address-independent communication data „ Postal validation against SAP regional structure „ Standard interfaces (BAdIs*) for external tools ‹

Postal validation

‹

Error-tolerant search

‹

Duplicate check

*BAdI = Business Add-In  SAP AG 2004

„

SAP Business Address Services (BAS) is used for maintaining BP address data.

„

You can maintain any number of addresses for each business partner. One address per business partner is always flagged as being the standard address. You can define address usages by assigning the different addresses to the relevant business processes.

„

Postal data and information on different communication types, such as phone numbers, fax numbers and e-mail, can be assigned to the address.

„

If you have only the name and the (mobile) phone number of a business partner but you don’t know the address, you can create a BP with this address-independent communication data.

„

A postal validation for the postal code, the city and the street can be carried out by checking against the SAP Regional Structure. You can also use external software for postal validation, an error-tolerant check for duplicates, and searches. (For more information, please see SAP Note 176559.) The following are examples of possible checks: y Postal codes, cities and streets, and combinations of all of them are checked for consistency. During the check, missing elements are added. For example, if you enter only the city, the postal code is added. y When you create and change a business partner, several phonetically similar, existing BPs are proposed for comparison purposes. This prevents you from creating the same partner more than once.

© SAP AG

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SAP Business Partner: Relationships „ Used for describing relationships between business partners „ Attributes describe relationships „ Some relationships are time-dependent

RMG Inc.

Smith Smith & & Partners

Business Partner No. 60095

Business Partner No. 62031

11 May May 1995 1995 –– 31 31 March March 2003 2003 Is Is shareholder shareholder of of 80% 80%

 SAP AG 2004

„

A business partner relationship forms a business-relevant connection between two business partners.

„

To show that two business partners have a particular relationship to one another, we assign them a relationship category.

„

By entering a start and end date, a business partner relationship can be given a time limit. In this way, you can, for example, obtain an overview of those periods during which a particular company operated as a shareholder of an organization.

„

Existing relationships can be extended by adding attributes and new relationship categories via the Business Data Toolset (BDT).

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Business Partner Relationship Category (Example)

Contact Person Relationship

has contact person Organization

Function

is contact person of

Relationship Attributes

Department Authority

Person

Employee responsible

Communication data

 SAP AG 2004

„

Business partner relationship categories describe the business-relevant relationship between business partners.

„

It is possible to enhance a relationship category with attributes. It is also possible to define additional relationship categories. In the SAP Reference IMG, choose Cross-Application Components → SAP Business Partner → Business Partner → Extensibility.

„

The relationship category describes the properties of a relationship and characterizes it with attributes.

„

There is a difference between a one-way business partner relationship category and an undirected business partner relationship category. In a one-way relationship category, the relationship extends from one partner to another, but not vice versa (for example, "is employee of"). An example of an undirected relationship is "is married to."

„

With the business partner relationship category, you determine whether only one relationship of this category can be created (for example, "is married to"), or whether several relationships of this category can be created at the same time (for example, "is contact person of").

„

The business partner relationship categories available depend on the business partner category in question. When a relationship is created, the system can check whether a business partner was created in a particular role (role dependency of a relationship category).

© SAP AG

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BP: Structure of Group Hierarchy

Hierarchy trees are used to map business partner group hierarchies in CRM „ For example, purchasing collaboration, chains, ... Business partners are subsequently assigned to the hierarchy nodes

BP100 BP100

BP10 BP10

BP20 BP20

BP60 BP60

BP30 BP30

BP70 BP70

BP40 BP40

BP80 BP80

BP50 BP50

BP90 BP90

 SAP AG 2004

„

Business partner group hierarchies consist of hierarchy nodes.

„

Business partner master records are subsequently assigned to the hierarchy nodes.

„

Group hierarchies can be transferred to the mobile clients.

„

Group hierarchies maintained originally in CRM enterprise cannot be transferred to SAP R/3.

„

SAP R/3 customer hierarchies can be loaded into SAP CRM, but cannot be subsequently changed in CRM.

„

If this download is active, no business partner group hierarchies of the type pricing can be created within CRM enterprise.

© SAP AG

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BP: Group Hierarchy Categories Pricing „ Conditions and price agreements are assigned to hierarchy nodes.

3% 3% Discount Discount

„ Conditions and price agreements apply for all business partners who are assigned to the subordinate hierarchy nodes, dependent on the Customizing settings for pricing. BP10 BP10 BP20 BP20

Reporting structure

„ Groups business partners together in a hierarchy for statistical or analysis purposes

BP10 BP10

BP20 BP20

BP30 BP30

BP40 BP40 BP50 BP50

BP60 BP60 BP70 BP70 BP80 BP80 BP90 BP90

BP40 BP40 BP50 BP50 BP60 BP60 BP70 BP70 BP80 BP80 BP90 BP90

 SAP AG 2004

„

You can create group hierarchies of different categories, for example, a group hierarchy of the category pricing or statistics.

„

A business partner can be assigned to several hierarchies of different categories.

„

The business partner group hierarchy, including its different hierarchy levels and nodes, is sales areaindependent.

„

In a business partner group hierarchy of the category pricing, you can store sales area-independent information on every hierarchy level.

„

The business partner group hierarchy allows you to group business partners in a multilevel group hierarchy.

„

A time-dependent assignment can be defined from hierarchy node to hierarchy node, as well as from business partner to hierarchy node.

© SAP AG

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Consistent Distribution of Business Partners

CRM

R/3

Customer External number range 5000 - 5999

Sold-to party (newly created) Internal number range 5000 - 5999

Customer (newly created) Internal number range 1 - 4999

Sold-to party External number range 1 - 4999

 SAP AG 2004

„

If you want to have identical numbers for the business partners in both systems

„

The internal number range within SAP CRM corresponds to an external number assignment in SAP R/3. In this way, a business partner receives the same number in both systems. Generally speaking, an active SAP R/3 system already exists and the number ranges in SAP R/3 are already defined. If an internal number assignment is desired in SAP R/3, no further number ranges are necessary. If external number assignment occurs in SAP R/3 as well, this number range must be maintained.

„

You define the number ranges in SAP R/3 and assign them to account groups in the Implementation Guide (IMG) as follows: y Choose Logistics-General → Business Partner → Customers → Control → Define and Assign Customer Number Ranges.

„

You define the number ranges in mySAP CRM in the IMG as follows: y Choose Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Number Ranges and Groupings → Define Number Ranges.

„

Mandatory fields must be synchronized between SAP CRM and SAP R/3.

© SAP AG

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Two Systems, Two Different Concepts SAP R/3

SAP CRM

The The account account group group of of the the customer master defines customer master defines the the following: following:

Grouping Grouping

„ „

The The number number range range

„ „

P rocesses aa customer Processes customer can can be be used used for for (partner (partner functions) functions)

„ „

Field Field attributes attributes

„ „

Determines Determines the the number number range range

Business Business Partner Partner Role Role „ „

Provides ifferent views d Provides different different views of of BP BP data, dependent on different data, dependent on different processes processes

„ „

Determines Determines the the field field attributes attributes

Classification Classification „ „

Defines Defines to to which which SAP SAP R/3 R/3 account account group group aa business business partner partner is is mapped mapped

Data ets S Data Sets Sets „ „

Depends Depends on on processes processes in in which which aa business business partner partner can can be be used used

 SAP AG 2004

„

SAP R/3 and SAP CRM have contrasting data models: The business partner concept in CRM is more flexible than the customer master in SAP R/3. SAP R/3 and SAP CRM have different, independent concepts regarding number range assignment, data display, and data usage. For this reason, you cannot use the business partner role and business partner grouping for mapping to account groups. To map to account groups, you use the classification.

„

SAP R/3 and SAP CRM also have two different concepts regarding the use of business partners in business processes (for example, in an order). In SAP R/3 you can use only a customer with the correct account group (for example, sold-to party). In SAP CRM, you can use each business partner for a specific process independent of its role, as long as the necessary data is maintained (for example, a business partner can be used as a sold-to party only when pricing data is maintained).

© SAP AG

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Mapping of Classifications and Account Groups

CRM

BP role

Classification

R/3

Account Account group group

Sold-to party Shipto party

Partner role Sold-to party

Customer

0001

Bill-to party

Shipto party Bill-to party

Payer

Payer

 SAP AG 2004

„

A mapping structure exists between business partners in SAP CRM and SAP R/3 customers (in both directions). In SAP R/3 you can see this mapping using transaction PIDE.

„

You should create your own account group for the data transfer from SAP CRM to SAP R/3.

„

In SAP CRM, you can classify a business partner in four ways. These classifications are mapped with the account groups. SAP CRM offers these four classifications: y Consumer (an organization or person) y Customer y Prospect y Competitor

„

An indicator Rented Address sometimes is used. Business partners with the classification Rented Address are not distributed to an R/3 Backend System irrespective of their other classifications.

„

You cannot define your own classifications.

„

With SAP CRM 4.0 in the CRM business partner you can maintain the field Account Group and overwrite the mapping provided by the PIDE.

„

In SAP CRM sold-to party, ship-to party, bill-to party and payer map to the customer and the customer is mapped to one account group.

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Extensibility – Features BP Roles and Relationships „ Include additional attributes in roles and relationship categories „ Create additional roles „ Create new relationship categories

Extension of user interface is unaffected by SAP release updates „ Existing screens can be extended by new fields „ Screen sequences can be extended by new screens

Extension by applications „ SAP applications „ Development partners „ Customers  SAP AG 2004

„

You can enhance business partner relationships by defining screen layout and screen sequences in control tables. You can also use defined interfaces to install program logic.

„

You can make the following release-independent enhancements without modifying the software: y Enhance an existing business partner relationship category with user-defined attributes. To do this, you implement the necessary program logic with defined interfaces. y Enhance business partner relationships with user-defined relationship categories. To do this, you make the necessary entries in the control tables.

© SAP AG

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Business Partner Customer Enhancements Easy Enhancement Workbench (EEW) „ Easy and efficient way to expand business partner master data ‹

New fields for central business partner data

‹

New tables for central business partner data (1:1 or 1:n)

„ Wizard for adding new fields and new tables to mySAP CRM Business Partner „ Wizards guide the user through the extension process „ Requires no extensive know-how of the development environment and data model „ Enables easy prototyping „ Requires no modifications and no programming „ Retains results in the case of SAP upgrades „ Support for SAP BW, SAP R/3 and CRM Mobile can be selected field by field  SAP AG 2004

„

Easy Enhancement Workbench (EEW) y In SAP CRM 4.0, mySAP CRM Business Partner Master expands on the BP architecture of SAP CRM 3.0 and 3.1. It provides functions to enhance business partner master data. y Key features of the Easy Enhancement Workbench include the following: - Wizard for adding new fields and new tables to business partner master data - No required detailed knowledge of the development environment and data model - Wizards for the extension process - Cookbook that describes the objects that can be enhanced and the enhancement process. SAP Note 484597 describes where to find the cookbook.

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Easy Enhancement Workbench (Example)

 SAP AG 2004

„

The Easy Enhancement Workbench is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Customer objects, such as database tables and screens, are created by a generator, and all customer exits are implemented. This functions system-wide, that is, when extending a CRM system you can also execute extensions in the connected SAP R/3 OLTP system.

„

Some examples of the functions generated for the Easy Enhancement Workbench: y DDIC extensions - Application table - Data elements and domains - Check table for fields - Search help y Interface (SAP GUI): screens, function modules, entries in BDT control tables y APIs for reading, changing, deleting y To access the Easy Enhancement Workbench, use transaction code eewb.

© SAP AG

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Change Screen Configuration using Visual Configuration Tool (VCT)

Configuration by dragging and dropping Screen layout and screen sequence technique „ Subscreens „ Generation of screen containers

 SAP AG 2004

„

With the Visual Configuration Tool (VCT), you can change the screens and screen sequences supplied by SAP in Customizing by dragging and dropping. Like all Customizing activities, these changes are linked to transports. Changes made by customers are not affected by release updates; in other words, customer changes will not be overwritten by SAP when a new release is installed.

„

A selection of business partner (BP) roles is given in the Implementation Guide (IMG). You can configure each individual business partner role.

„

You can use the Visual Configuration Tool (VCT) to y change the layout of screens, for example, to group together several screens y change the order of screens y change the screen title y change the frame title

„

The original SAP configuration remains in the system and can be re-activated at any time.

© SAP AG

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People-Centric: Account and Contact Management

Account and Contact Management: „ Search and display account „ Create and maintain account data „ Fact Sheet „ View all relevant information at a glance „ Send e-mail or fax „ Print account overview

 SAP AG 2004

„

Account and Contact Management allows you to manage and maintain your accounts and contact persons.

„

In addition to master data maintenance, the integration of transaction data, such as business transactions and contacts, provides you with an overview of the most important data, as well as quick access to and easy maintenance of all the information on your account or contact person.

„

In Account and Contact Management, accounts are understood as firms or organizations, but also persons and groups that have a relationship with your firm as customers or prospects. The terms account and business partner are used as synonyms below.

„

Account and Contact Management is particularly useful for sales employees and managers who work only occasionally in the system in order to carry out preparatory and follow-up activities for their sales calls.

„

The technical name of the workset for the Account Management for the Sales Representative is com.sap.pct.crm.salesRep.Accounts. This workset summarizes information about the sales representative’s customers, prospects, and contact persons in the form of master data, transactional information and analyses.

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Business Partners: Unit Summary You are now able to: „ Explain the SAP Business Partner „ Use partner categories, Business Partner grouping and Business Partner roles „ Explain Business Partner relationships „ Set up Business Partner group hierarchies „ Customize the mapping to the SAP R/3 system

 SAP AG 2004

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Organizational Management: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

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Organizational Management

Overview Organizational structure Organizational Data Determination

 SAP AG 2004

© SAP AG

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Organizational Management: Unit Objectives At the conclusion of this unit, you will be able to: „ Explain the use of the organizational plan in mySAP CRM „ Explain scenarios and attributes „ Maintain an organizational plan „ Explain the process of organizational data determination „ Define standard roles and determination rules „ Maintain organizational profiles „ Assign organizational profiles to transactions types and item types

 SAP AG 2004

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Organizational Management: Business Scenario

„ You are responsible for mapping the organizational structure of your enterprise in the CRM Organization model. „ In addition to the initial data creation of the organization model, in the CRM system you must depict parts of the organizational structure of the existing backend SAP R/3 system. „ To allow your sales and service processes to run as automated as possible, you set up automatic organizational determination.

 SAP AG 2004

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What is Organizational Management?

Organizational Management allows you to: Display your company’s functional organizational structure as a current organizational plan: Î your sales or service structure Î characterize your organizational units by organizational and general attributes Î define rules to determine the organizational unit responsible

 SAP AG 2004

„

Organizational Management can be used to set up the company‘s organizational structure in the CRM and BBP environment. You can use this flexible tool to maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units.

„

Organizational Management allows you to specify organizational data automatically in a business transaction using the organizational structure. It can also be used to determine business partners, for example, you can find the employee responsible for a business transaction.

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Aim of Organizational Management You never have to think about your organizational data when you create a document! For example: An activity (sales call) is created in a call center.

The system determines the sales office and the sales person responsible for the client automatically by using the postal code of the client's address.

 SAP AG 2004

„

In this example, a prospect calls an insurance company and asks, "Can you insure my new house?"

„

The call center agent creates an activity and takes down the name, address and telephone number of the prospect.

„

The system uses the postal code to find the office responsible for this customer.

„

An agent in this office can get in contact with the customer, create a quotation and so on.

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Advantages of Organizational Mgmt. in CRM

Flexible: The organizational units are not already specified Time dependent: This enables you to plan organizational changes in the future Adaptable and extendable One structure for sales and service Organizational units can take the role of a business partner

 SAP AG 2004

„

With this flexible tool, you can change the organizational structure. You can include your own organizational levels and leave levels out.

„

Because this tool is time dependent, you can maintain different organizational structures for different time periods in parallel; that means you can plan changes in future. For example, a new sales office will open on the first day of January next year. You can define this sales office and assign it to your organizational plan already today with the validity date of 1 January next year.

„

The organizational plan is not static, it is dynamic. With this adaptable and extendable tool, you can maintain and change the organizational plan at any time without making changes in Customizing.

„

You can use the same organizational structure for different scenarios by activating it (CRM Sales, CRM Service). An organizational unit can be a sales organization and service organization at the same time. Scenario-specific data in the structure is assigned to the organizational units with attributes.

„

Organizational units can occur as business partners. The system automatically creates a business partner record for an organizational unit with the BP role "Organizational unit."

© SAP AG

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Organizational Model Example

Org. Org. unit unit

IDES IDES Inc. Inc. IDES US

Org. Org. unit unit

Org. Org. unit unit Sales Sales org. org.

Org. Org. unit unit

Sales Sales office office

Position Position

IDES IDES US US Bus. Bus. Part.

Purch. Purch. West West Prod. Prod. West West

IDES IDES US US Vend. Vend. IDES US US Cust. Cust. IDES

Sales US US Sales US West Internet Internet

Campaign Campaign manager

Sales US East Denver Denver

San San Diego Diego

Marketing Marketing manager manager

 SAP AG 2004

„

The organizational model is maintained in the application, not in Customizing. (It can be maintained in Customizing as well.) You can prevent users from making changes to the organizational model by using an authorization check.

„

The organizational structure in SAP CRM can be different from that in SAP R/3. The structure has no restrictions regarding usable levels.

„

A matrix structure cannot be mapped.

„

Validity periods can be used when creating organizational objects and object attributes and when assigning organizational objects and object characteristics.

© SAP AG

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Organizational Objects Organizational objects are used for the design of organizational management when creating an organizational model Organizational unit: Functional unit of a company

Position: Functional task distribution of individual items and their report structure in the organizational plan

Linwood Great Britain

Sales organization

Office Manchester

Sales office

Group 1

Sales Manager

Position

Kate Kimbell

Holder

 SAP AG 2004

„

Organizational objects are used for modeling an organizational plan. They can be linked to hierarchies to form functional relationships in the organizational plan for your company.

„

There are two kinds of organizational objects: organizational units and positions.

„

Organizational units form the basis of an organizational plan. Organizational units are functional units of a company. Depending on how a company is organized, examples of organizational units are departments, groups or project teams.

„

Positions show the functional task distribution of individual items and their report structure in the organizational plan. Positions are concrete items in a company, which can be occupied by holders (employees or users), for example, the sales manager for Europe.

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Functions

Functions are possible applications in which the organizational unit is valid With the function you can control which attributes are available and which properties the attributes have. You can use one organizational structure for different applications.

Sales

Service

 SAP AG 2004

„

You can assign one or more function to an organizational unit. This means you can use one organizational unit for different areas, for example, an organizational unit can be a sales organization in the Sales scenario and a service organization in the Service scenario.

„

You can maintain different attributes depending on the assigned function.

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Attributes

General Attributes

Organizational Attributes

They are used to define the responsibilities of an organizational unit

They are used to define the type of an organizational unit One or more organizational attributes can be assigned to an organizational unit

Several general attributes can be assigned to an organizational unit

For example: Sales Organization Sales Office Sales Group Service Organization

For example: Country Division Distribution Channel Postal Code

You always maintain these attributes specifically for a function.

 SAP AG 2004

„

You can assign specific attributes to organizational units when creating your organizational structure. Attributes are always maintained for a specific function, which means you can maintain different attributes for each function.

„

There are two kinds of attributes: organizational and general. y Organizational attributes indicate the type of an organizational unit. y General attributes define the responsibilities of an organizational unit.

„

You can assign several attributes to an organizational unit. You may define additional attributes for your company.

© SAP AG

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Organizational Attributes for Sales

Sales Organization

Organizational unit in sales that structures the company according to sales requirements. It is responsible for the success of a sales area.

Sales Office

This location is responsible for sales of specific products and services in a particular area.

Sales Group

Group of sales employees who are responsible for processing specific products or services. A sales group forms different areas of responsibility in a sales office.

 SAP AG 2004

„

You can assign up to three organizational attributes to an organizational unit. For example, an organizational unit can be a sales organization and a sales office.

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Organizational Attributes for Service

Service Organization

Organizational unit in the service area in which services are planned and prepared. The service organization is responsible for the success of a service area.

Service Team

Organizational unit to which service employees are assigned according to tasks or other criteria. It performs service tasks at customer sites (for example, service technician group).

 SAP AG 2004

„

The service team is a service group, which executes the service tasks. It is relevant for resource planning.

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General Attributes – Examples Organizational Unit:

O 50001243

Office Manchester

Scenario:

Sales

Org. Attribute:

Sales Office

General Attributes:

Distribution Channel: Country: Region:

Scenario:

Service

Org. Attribute:

Service Organization

General Attributes:

Country: Region:

10 GB CH, GM, LA

GB and DE

–

 SAP AG 2004

„

The Manchester office is active for two scenarios, Sales and Service.

„

In the Sales scenario, the Manchester office is a sales office that is responsible for the following: y Distribution channel 10 (direct sales) y Country: Great Britain y Region: Cheshire, Greater Manchester, and Lancashire

„

In the Service scenario, the Manchester office is a service organization that is responsible for the countries Great Britain and Germany.

© SAP AG

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The Organizational Model Structure

R/3

?

CRM

„

Analysis of the SAP R/3 organizational structure (which sales or service organizations are required in CRM?)

„

Structure of the organizational model in CRM

„

Mapping of CRM organizational units with those in SAP R/3

„

Assignment of attributes to organizational units

„

Definition and assignment of positions and holders

 SAP AG 2004

„

If sales structures exist in SAP R/3 and are not used in SAP CRM, these structures should not be reflected in the CRM organizational model.

„

The organizational model can be generated by a report, or can be maintained manually.

„

On the Type tab, you can specify how a CRM organizational unit corresponds with an SAP R/3 organizational unit.

„

You can assign scenario-specific attributes to the relevant organizational units for organizational data determination, transaction processing, and partner determination.

„

System users or employees can be assigned to positions, and positions can be assigned to organizational units. Positions play a large role in the context of partner determination, for example.

© SAP AG

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Organizational Management – Overview How to define the organizational management Step 1: „ Define the organizational structure: (Create: Customizing; change: Customizing or master data) „ Create organizational units and positions Assign organizational and general attributes

Step 2: „ Make the Customizing settings for automatic determination of organizational units in transaction documents

WIZARD

Order

Step 3: „ Automatic determination in the transaction (done by the system)

Sales Org. O 50001243

 SAP AG 2004

„

Setting up Organizational Management: y Define your organizational structure. You must create your organizational units, assign the attributes, and define positions and holders. You must create a new organizational structure this in Customizing. You can change existing organizational structures within the master data. y Make your customizing settings for automatic organizational data determination using the wizards. y When you create a transaction, the system determines the organizational data according to your customizing settings. You can change or enhance the organizational units manually.

© SAP AG

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Determining the Responsible Organizational Unit (1)

Transaction

manual entry

Organizational data

or automatically via responsibility

Responsible organizational unit

Customizing or

Sales organization automatically via organizational model

Distribution channel

Customizing then

...

derivation of all other organizational units from the responsible organizational unit  SAP AG 2004

„

A log shows how the responsible organizational unit was found in a transaction (for example, in an order). The log can be displayed only when you are creating or changing a document; it is not saved.

„

To display the log, click the Call log icon on the Organization tab page. It may be turned off for performance reasons.

© SAP AG

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Determining the Responsible Organizational Unit (2)

The org. unit found is updated

Sales order Business partner (Mr J. Leconte from Paris, 75 France)

Transaction Transaction type type Org. Org. data data profile profile Determination Determination rule rule

Search criteria

Container Container elements elements Organizational Model Potential organizational units are searched for in the organizational model or

Responsibilities Direct fixing of the responsible organizational unit

Country, Country, region region

Evaluated Evaluated attributes attributes (fill (fill container) container) Country: Country: FR FR Region: Region: 75 75

 SAP AG 2004

„

To determine the organizational data in a transaction, the system reads the organizational data profile that was assigned to the transaction type used in Customizing. A determination rule is derived from this organizational data profile. Note: Wizards can be used to set up automatic organizational data determination.

„

In SAP CRM, there are two types of determination rule can be used to find responsible organizational units: organizational model and responsibilities. y Organizational model: The attributes of the organizational model are read and evaluated. y Responsibilities: The responsible organizational unit is determined without evaluating the organizational model.

„

The determination of organizational data can take place differently according to the scenario used because an organizational unit in the Sales scenario has different attributes than an organizational unit in the Service scenario.

„

The organizational data from the document header is copied at item level. There is no separate organizational data determination at item level.

© SAP AG

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Organizational Data Determination – Overview Transaction Type Organizational Data Profile System

Customizing Settings

Determination Rules Rule type

Rule type

Responsibilities

Organizational attributes

Responsibilities can be assigned directly

Determination according to the attributes of the organizational units

Only organizational units are necessary; no attributes, no organizational plan necessary

Organizational plan must be defined; attributes must be maintained

 SAP AG 2004

„

Organizational data determination (always on header level) includes the following steps: y The system reads the transaction type, for example, sales order TA. y The system reads the organizational data profile that is assigned to the transaction type TA, for example, 0000001 (Sales). y The system reads the determination rules that are assigned to the organizational data profile.

„

In Customizing, you define your determination rules, define organizational data profiles and assign the determination rules, and assign the organizational data profile to your transaction type.

© SAP AG

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“Responsibility” Determination Rule – Example

Determination rule, type “Responsibilities”: Attribute

Partner name

Standard Order

Value

A... to K...

Attribute: Partner name

Responsible

Org. unit O 50002314 (Sales Office 1)

Standard Order Header:

Customer: Becker Product:

AS1234

Becker: A... to K...

Org.data

Sales Org. 50001200 Distrib. Ch. 12 Sales Office 50002314

 SAP AG 2004

„

In the example in which the determination rule Responsibility is used, if the name of the partner begins with a letter from A to K, then Sales Office 1 (O 50002314) is responsible. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

„

In the example of the standard order with partner Becker, the system reads the transaction type, the organizational data profile, and the determination rule. Because the system notices that partner Becker begins with a "B", the system determines that Sales Office 1 is the responsible organizational unit.

© SAP AG

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Rule Type “Org. Attributes” – Example Determination rule, type “organizational attributes”: Attribute:

Standard Order

Region

Attribute: Region

Customer: Becker Address: M13 9PL Product:

AS1234

O 50002314 Sales Office Manchester

Standard Order Header: Org.data

Region: GM

Sales Org. 50002300 Distrib. Ch. 12 Sales Office 50002314

= Sales Office Sales Org.: O50002300 Region: GM Distr. Chan. 12

Definition of org. unit with attributes  SAP AG 2004

„

In the example of the determination rule, The determination takes place according to the attribute region. This determination rule is assigned to an organizational data profile, which is assigned to the transaction type Standard Order.

„

In the example of the standard order with partner Becker from Manchester, the system reads the transaction type, the organizational data profile, and the determination rule. y The system finds the attribute region in the determination rule. The system reads region GM from the order. y The system searches in the values for the organizational attributes to find which organizational unit carries the attribute region GM and finds Sales Office 1 (O 500002314).

© SAP AG

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Customizing Checklist Step 1 Define Determination Rules: Rule type Responsibilities Rule type Org. Attributes

Wizard for creating determination rules

Step 2 Define Org. Data Profile: Choose a scenario Assign determination rules Determine which org. data is obligatory

Wizard for creating and assigning org. data profiles

Step 3 Assign the Org. Data Profile to Transaction Type(s) and/or Item Category(ies)

 SAP AG 2004

„

Customizing checklist y Maintain determination rules. You can define new rules for both types, responsibility and organizational attributes. In both cases you can use a wizard to create the rules. You can simulate the rules created with the wizard and process them again if required. y Maintain organizational data profile. Within the organizational data profile, you choose a scenario (for example, sales or service) for which you want to use the profile. You then assign one of the available determination rules. You can assign one rule with type responsibility and one with type organizational attributes. If you define a rule in both fields, the system finds the intersection of both quantities. Additionally, you define which organizational units are mandatory and must occur in the transaction. You can use the wizard to create and assign organizational data profiles. y Assign the organizational data profile to one or more transaction types.

© SAP AG

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Automatic Generation of the Organizational Model (1)

„

To speed up the initial download of master data, you can have the organizational model automatically generated in CRM.

„

A prerequisite for the automatic generation is that no organizational model already exists in CRM, because existing organizational models could be overwritten.

„

The generation program can be executed only once and no delta download is carried out afterwards.

„

Only the organizational models from the sales scenario can be created; the purchasing and service scenarios are not supported.

 SAP AG 2004

„

The Customizing activity for transferring the sales structure can be found under Master Data → Organizational Management → Data Transfer → Copy R/3 Sales Structure. The transaction for this is CRMC_R3_ORG_GENERATE.

„

Transferring the SAP R/3 sales structure is a copy process. The sales structure currently valid in SAP R/3 is transferred.

„

After the organizational model is generated, the data must be processed further in SAP CRM. Changes in the SAP R/3 sales structure are not transferred after carrying out the report.

© SAP AG

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Automatic Generation of the Organizational Model (2)

Sales structure structure in in SAP SAP R/3 R/3

Organizational Organizational model model in in CRM CRM Root Root node node

Company Company code code Sales organization

2000 2000

20 20

10 10

Distribution channel Division

1000 1000

10 10

1000 1000

OU OU 11

10/01 10/01 10/02 10/02

01 01

02 02

01 01

2000 2000

OU OU 22

OU OU 33

20/01 20/01

10/02 10/02

02 02 OU = Organizational unit

 SAP AG 2004

„

An individual organizational unit is created for sales organizations, distribution channels, sales offices, and sales groups.

„

If a sales group is assigned to several sales offices within SAP R/3, the first assignment is taken when copying. A sales group cannot be assigned to more than one office in SAP CRM.

„

The company code currency of the SAP R/3 sales organization is assigned as an attribute of the corresponding sales organization in SAP CRM.

„

Distribution channel and division are mapped as attributes of an organizational unit.

© SAP AG

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Organizational Management: Unit Summary You are now able to: „ Explain the use of the organizational plan in mySAP CRM „ Explain scenarios and attributes „ Maintain an organizational plan „ Explain the process of organizational data determination „ Define standard roles and determination rules „ Maintain organizational profiles „ Assign organizational profiles to transactions types and item types

 SAP AG 2004

© SAP AG

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3-25

Territory Management: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

TCRM10

4-1

Territory Management

What is Territory Management How Territory Management is used Functions of Territory Management How to Maintain Territories

 SAP AG 2004

© SAP AG

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4-2

Territory Management: Unit Objectives At the conclusion of this unit, you will be able to: „ Describe Territory Management „ Explain the use of Territory Management „ Maintain a Territory hierarchy

 SAP AG 2004

© SAP AG

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4-3

Territory Management: Business Scenario

„ Your enterprise would like you to manage your sales territories (market view). They would like you to advise how the territory can be used for a geographical area, a product line, or customers and if the territory can have attributes such as country, state, postal code, or product category.

 SAP AG 2004

© SAP AG

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Why Territory Management?

Reflects Reflects the the market market view view of an organization. of an organization. Organizational Organizational model model reflects reflects internal internal view view of of your your organization. organization.

Which Which business business partners partners belong belong to to aa particular particular territory? territory?

Territory Management Management Which Which products products can can be be offered in a particular offered in a particular territory? territory?

Who Who has has the the highest highest revenue? revenue?

Who Who is is responsible responsible for for aa particular particular territory? territory?

 SAP AG 2004

„

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products or number of visits). Whereas the organizational model reflects the internal view of your organization, the territory hierarchy reflects the market view. Changes to the territory hierarchy usually occur more frequently than changes to the organizational model. The customer base can increase or decrease, and territories must be resized or reallocated to accommodate this to ensure that a sales representative has the appropriate workload.

„

Reduce expenses: Running a field sales force is one of the costliest factors faced by a company. A welldefined territory structure with the associated responsibilities can help you reduce these costs.

„

Improve customer service: Assigning customers to territories and the relevant sales person ensures that all your customers are taken care of in the best possible way.

„

Assess and motivate employees: Sales employees can also be evaluated according to the goals they have reached in their territories.

„

Optimize organization: Territory management can be used to distribute data correctly and thus control the sales force’s access to data. Furthermore, it is essential that you can quickly determine who is responsible for which area, for example, finding the correct sales representative during a customer telephone call.

© SAP AG

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4-5

Territory Management in mySAP CRM 1

4

Territory Hierarchy Planning

2

Sales Analysis by Territory

3

Territory Maintenance

Territory Determination in Business Transaction

Sales Assistent

 SAP AG 2004

„

In Territory Hierarchy Planning, you can create and define your whole territory structure.

„

In Territory Maintenance, you keep your territory hierarchy up-to-date (for example, create a new territory or delete an old one, change or add validity period or attributes. You also maintain employee assignments here (for example, substitutions).

„

In the Business Transaction, the territory can be determined from the employee responsible or from attributes of a business partner (for example, sold-to).

„

In Territory Analysis, the sales manager can analyze his territory and employees using different criteria.

© SAP AG

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Territory Management – Functions

„ Definition of territory hierarchy and employee assignment within SAP CRM or external planning tool „ Assignment of employees to territories via HR position defined in Organizational Management „ Partner function in which the employee is assigned to a position to distinguish between different responsibilities „ Time dependency of territory to enable planned changes to the hierarchy „ Planning and sales analysis to monitor performance of the territories and sales force

 SAP AG 2004

„

The market segment is defined by attributes that describe its responsibility, such as the following: y Geographic locations (for example, by postal codes) y Products and product lines y Directly assigned business partners (for example, key accounts) y User-defined attributes y A combination of attributes

„

Territory Management adds business value and offers these results: y Precise monitoring and management of your sales force y Optimal coverage of your sales territories y Improved customer service y Fast adaptation to changes in a fast-changing world

© SAP AG

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Definition and Structure of Territories

„ You can define the structure of the hierarchy according to your sales market requirements. „ You use hierarchy levels to represent your business units, product lines, or regions. Beverage Beverage && Food Food Company Company

Soft Drinks Bottles

Soft Drinks UK

Jane Miller

Soft Drinks USA

Cans Rob William

 SAP AG 2004

„

Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice (such as size, distance, revenue, products, number of visits). These territories are structured in a territory hierarchy.

„

A hierarchy of territories used in Territory Management. It can comprise several levels, for example: y Level 0: Country y Level 1: Product Line y Level 2: Region y Level 3: Area

„

The territory hierarchy has a validity period, which enables you to create territory hierarchies for the future and keep a history of previous hierarchies.

„

You can define the territories using data from SAP CRM or an external planning tool. The data from the external planning tool is imported to SAP CRM with an open import interface.

© SAP AG

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Territory Attributes

Attributes:

Beverage Beverage && Food Food Company Company

Jane Miller

„ Geographic locations (region or location by postal code) „ Products or product lines „ Directly assigned business partners (for example, key accounts)

Rob William

„ A combination of attributes „ Ability to define your own

 SAP AG 2004

„

Attributes describe the responsibility of a territory. You can easily activate the attributes you need.

„

You can divide your sales market into clear and well-defined territories. You can define the territories using data from CRM Enterprise or an external planning tool. A territory has attributes that describe its scope, for example: y Geographic locations (for example, location by postal code) y Products and product lines y Directly assigned business partners (for example, key accounts) y A combination of attributes

„

For greater flexibility, you can define your own attributes.

© SAP AG

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Allocating Employees to Your Territories Org. Org. unit unit

Sales Sales US US West

Sales Sales office office

Carson Carson City City

Position Position

Sales Manager Manager

Sales US US East Denver Denver

San San Diego Diego

Sales Sales Rep Rep

Employee Employee

Beverage Beverage && Food Food Company Company Jane Miller

Rob William  SAP AG 2004

„

To define who is responsible for a territory, you must link your employees with the territories via the HR Position in Organizational Management.

„

You can assign employees permanently or for a definite time period. You assign an employee to a territory via the employee's position. This makes it easier to assign another employee to the territory if the first employee is away from the office or has left the company. When you change this information in the organizational model, this information is automatically considered in the territory in CRM Enterprise.

„

You can carry out planning, analyze sales figures, and monitor performance of the territories and the salespeople.

„

You can change the territory hierarchy when territories must be redefined to accommodate the changing sales market.

„

You can export the data to external planning tools using an export interface.

© SAP AG

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Territory Determination in Business Transactions

You can see the territory assignment in all business transactions if you have accounted for the partner determination.  SAP AG 2004

When you create a business transaction, the system automatically determines the territory for the business transaction. „ When you create a business transaction in CRM Enterprise and enter an employee responsible in the header or in the item, the system automatically determines the territory for the business transaction. If the employee is assigned via the position to multiple territories, the system displays a dialog box from which you can select the relevant territory. This information is located on the Partner tab in the header and the item. If an employee has more than one territory, you can choose the relevant one in a dialog box. You must assign the employee responsible to a territory. The system can determine territories on the basis of the partner function category. You maintain this in the Implementation Guide (IMG) for Customer Relationship Management under Master Data → Territory Management → Activate Territory Determination for Partners in Business Transaction . The standard setting is for partner function categories 0005 (employee) and 0008 (person responsible). „ Based on the territory, the system can automatically determine the employee responsible in the business transaction. „

In Customizing for Customer Relationship Management under Basic Functions → Partner Processing → Define Access Sequences there is a new access sequence 0030 (Preceding Document → Territory Management → User), based on the source (partner determination origin) CRM_PARTNER_M (Business Partner from Territory Management). „ Based on the attributes of the partner function source (in the new access sequence 0030, this is the soldto party), the system determines the territory. „ The system then takes the employee responsible assigned to the territory. „

© SAP AG

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Analytics in the Sales Representative Portal Territory Management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice, such as size, region, or product line. „ Use flexible territory structures to plan and analyze your sales quotas „ Monitor and manage your plan/actual achievement in a rolling forecast

 SAP AG 2004

„

Queries were developed to meet particular customer requirements, including those from the pharmaceutical and consumer products industries. These queries can be used to analyze your sales data for territories: y Plan/Actual Comparison for territories (with Strategic Enterprise Management, SEM) compares actual and planned sales quantities and net revenues at territory level. y Plan/Actual Comparison of Key Figures per Territory (with SEM) compares actual and planned quantities, gross revenue, discounts and net revenues at territory level. y Number of activities per territory y Number of samples distributed per territory y Contracts per territory y Open sales orders and quotations per territory

© SAP AG

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Territory Management: Unit Summary You are now able to: „ Describe Territory Management „ Explain the use of Territory Management „ Maintain a Territory hierarchy

 SAP AG 2004

© SAP AG

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4-13

Product Master: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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5-1

Product Master

Product Master Basics Maintaining Products Hierarchies, Categories, Set Types and Attributes Product Data Exchange between SAP CRM and SAP R/3

 SAP AG 2004

© SAP AG

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Product Master: Unit Objectives At the conclusion of this unit, you will be able to: „ Describe and use the Product Workbench „ Maintain products and enhance them using set types and attributes „ Explain product hierarchies and categories „ Explain the basics of the integration of SAP R/3 products in SAP CRM

 SAP AG 2004

© SAP AG

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5-3

CRM Product Master: Business Scenario

„ Your enterprise wants to open new distribution channels and to conduct the sale of your products with the SAP CRM system. „ Because product data is already available in material masters in the back-end SAP R/3, you can use part of this data, integrate it, and enhance it according to the new CRM product master concept.

 SAP AG 2004

© SAP AG

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Product Types Material Material

Services Services

CRM Product Master Financing Financing

Warranty Warranty

 SAP AG 2004

„

Distinction between the SAP R/3 Product and SAP CRM Product y The CRM product master represents products (for example, a hard disk), services (for example, PC warranty, PC maintenance), warranties and financings (e.g. leasing)

„

Products can be service packages, bills of material or a combination.

„

Configurable products, such as personal computers, are only given attributes and attribute values when the product is sold.

„

Warranty information for individual objects is created with reference to product, for example, product registration via e-service.

„

A separate number range can be maintained for each product type.

„

Product type IP (Intellectual Property) is available for the Media industry.

© SAP AG

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Structure of the CRM Product Master

Product 4711 – Hard disk SAP Basic Data

Sales & Distribution

...

Product Product Categories Categories

Distribution Distribution Chain Chain

... ...

Basic Basic Texts Texts

Sales: Sales: Control Control Fields Fields

... ...

Status Status

Sales: Sales: Texts Texts

... ...

 SAP AG 2004

„

The CRM product master is a collection or arrangement of various set types that contain specific data.

„

Set types, which correspond to database tables, are displayed on various views (tab pages). Predefined set types (for example, basic data, short texts, conversion of unit of measure) are delivered with the standard product. You can enhance the product master with user-defined set types.

„

For SAP GUI views (tab pages) can be defined in Customizing: SAP Implementation Guide Æ CrossApplication Components Æ SAP Products Æ Settings for Product Maintenance Æ Define Views

© SAP AG

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Maintaining Products

display display new new old old model model changed changed

„ Temporary or inconsistent products can be saved as inactive „ Relationships or dependencies between products can be modeled (for example, accessories)

 SAP AG 2004

„

In SAP CRM product maintenance it is possible to copy products.

„

R3PRODSTYP maps the product types present in the SAP R/3 system. For this reason, it is vital to assign the base hierarchy R3PRODSTYP to make basic data set types available.

„

Customer product numbers can be assigned. Customer product numbers are stored in the relevant relationships.

„

A Global Trade Item Number (GTIN) is used for mapping the European Article Number (EAN).

„

Structured products can be created in SAP CRM in product maintenance in the same manner as other products. In addition, structured articles (sets, displays, and prepacks) can be downloaded from R/3 Retail Systems and represented in the CRM Server as structured products. Structured products can also be uploaded to R/3 Retail Systems and standard R/3 Systems.

© SAP AG

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Inactive Product Data

CRM DB

Product data

CRM Application Product catalog

inactive inactive

Order item

„ Saving temporary or inconsistent product data „ You cannot use inactive product data in SAP CRM applications „ You can delete inactive product data „ Mass maintenance of inactive product data is possible

 SAP AG 2004

„

With inconsistent product data, the application log contains serious errors, for example, base unit of measure = XY. In this case, it is not possible to save the product data actively, only inactively. After the errors are corrected, it is then possible to save the inactive product data actively. Only then is the product available in the CRM applications.

„

Mass maintenance of inactive products is possible. Through collective processing, you can activate and delete several products at a time.

„

Inactive product data can also be created, if, for example, product data from product catalogs is imported into the CRM system by suppliers. The imported data can be processed subsequently; the data can be activated only after post-processing.

„

To use this option, you need to carry out Customizing: SAP Implementation Guide → CrossApplication Components → SAP Products → Basic Settings → Allow Inactive Products.

© SAP AG

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Relationships

Has accessories

Customers

z

z

z

z

z

z

z

z

z

Product? Product?

Relationship?

?

 SAP AG 2004

„

The relationship has accessories plays a large role in the CRM product catalog, which is used in the Internet sales scenario. If a customer adds a product to her shopping cart, additional products can be suggested to the customer via the relationship has accessories.

„

The following are additional relationship types: y Customers (a customer material number can be assigned) y Financed by y Content Provider y Indemnity Payment y Manufacturer y Vendors (a vendor material number can be assigned) y Components y Warranty

„

For download of the SAP R/3 customer material number to SAP CRM, there is a new relationship type (new in CRM 4.0) for customer material number and shipping plant information and the data is stored according to distribution chain.

© SAP AG

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Hierarchies and Categories (1)

„ Base hierarchies With an SAP R/3 customizing download, SAP R/3 material master groupings are converted to SAP CRM category hierarchies (base hierarchies)

SAP SAP R/3 R/3

SAP SAP CRM CRM

Material Material type type

R3PRODSTYP R3PRODSTYP

Material Material group group

R3MATCLASS R3MATCLASS

Product Product hierarchy hierarchy

R3PRODHIER R3PRODHIER

 SAP AG 2004

„

R3PRODSTYP is the default base hierarchy. Products loaded from SAP R/3 into SAP CRM must belong to at least this base hierarchy. Assignment to other base hierarchies is optional.

„

Hierarchies can be imported with COM_HIERARCHY_CREATE_API. Categories and hierarchies can be transported.

„

If SAP CRM is implemented without SAP R/3 system as the back-end system, preparatory steps are necessary before product master data can be created in the SAP CRM system. These preparatory steps are documented in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → CRM Standalone

© SAP AG

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Hierarchies and Categories (2) Excerpt from the base hierarchy R3PRODHIER Hierarchy Hierarchy nodes nodes 00100 00100

Machines Categories

00125 00125

Hardware 0012500100 0012500100

PC

0012500105 0012500105

Workstation

0012500115 0012500115

Printers

Sub categories

 SAP AG 2004

„

Product categories are used to group products together according to various criteria.

„

Categories inherit the product category and the set types of all superordinate categories. For example, the base hierarchy R3PRODSTYP contains the category MAT_. This contains various set types, such as basic product data and conversion of units of measure. The sub-category MAT_HAWA inherits the set types from MAT_ and has additional set types, for example, sales set types.

„

The assignment of a product can be changed or deleted.

„

An employee responsible at category level can be stored. Because a hierarchy can consist of many different categories, responsibilities can be mapped through these categories.

„

You can import categories with the API function module, COM_PROD_CATEGORY_MAINTAIN.

„

Hierarchies and categories are part of the transport system since release 3.0.

© SAP AG

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Enhancing the Product Master: Overview Hierarchy

Categories

Set types

Attributes

Products Products Computers Computers Desktops Desktops Laptops Laptops

Color Monitor characteristics

Monitors Monitors

Size Phase-out model

Printers Printers Product 4711 (Monitor) Monitor characteristics Color

White

Size

21 inch

Phase-out model

Yes

 SAP AG 2004

„

The following slides explain the various elements necessary to enhance the product master: y Hierarchies y Categories y Set types y Attributes

„

Creation of attributes results in the creation of data elements and domains on the database.

„

Creation of settypes results in the creation of database tables and other data dictionary objects (e.g. function groups, function modules, dynpros, …)

„

Settypes can be assigned to categories. It is also possible to assign a view (tab page) on which settype information will be displayed.

© SAP AG

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Enhancing the Product Master Step by Step

1. Create hierarchies and categories 2. Create attributes 3. Create set types 4. Assign attributes to set types 5. Assign set types to categories (within the category and hierarchy maintenance) 6. Assign the product master to hierarchy/category data (within the product maintenance)

 SAP AG 2004

„

Above you find the step-by-step procedure how to enhance the product master.

„

SAP Note 602673 gives an example of how it is possible to fill new fields in SAP CRM with material master information of SAP R/3.

© SAP AG

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Upload of CRM Product Data into SAP R/3 System Target

Source

SAP R/3 System

mySAP CRM „ Direct upload from product maintenance (manual) „ Subsequent changes in mySAP CRM are updated  SAP AG 2004

„

The upload cannot be automated. It must be carried out manually and individually for each product.

„

Upload can be permitted or prohibited for each product type in Customizing: SAP Implementation Guide → Customer Relationship Management → Master Data → Products → Settings for Product Type → Allow Upload for a Product Type.

„

The default basic unit of measure can be maintained in Customizing. Because this is a required entry field in SAP R/3, the product type Financing (which has no default base unit of measure in SAP CRM) must have a default base unit of measure.

„

After a product has been uploaded from SAP CRM to OLTP, changes are updated via a delta transfer.

© SAP AG

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5-14

Download of CRM Product Data from SAP R/3 System Source

Target SAP R/3 System

mySAP CRM 1. Initial download (one time) 2. Delta download (permanent)  SAP AG 2004

„

An initial download is performed at the start, when SAP CRM is set up. Existing Customizing data is a prerequisite for a successful initial download. The middleware settings act as a filter to control which data should be loaded. During the initial download, a distinction is made between the object types business object, customizing object and condition object.

„

The delta download ensures that transaction data and master data are permanently exchanged between the CRM and a back-end system. Customizing changes are not updated via delta download.

„

During the initial download, product hierarchies are loaded from SAP R/3 into SAP CRM. The Material group and Product hierarchy fields are compared.

„

In the Customizing download example, the product hierarchy in SAP R/3: y Used to group materials by combining different characteristics, similar to the UN/SPSC principle. Used in SD for pricing. y View Basic Data 1 in R/3 material master, MARA-PRDHA field with check table T179. y The numbers in the category hierarchy R3PRODHIER are derived from the Customizing table T179 in SAP R/3. y At present, there must be a suitable numbering scheme in the SAP CRM system so that product hierarchies can be downloaded from SAP R/3.

© SAP AG

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Competitor Products Competitor Products

Competitor Product

„ Lean product master „ Maintenance of competitor products „ Relationships „ Integration in business processes HT-1010 HT-1010

Our Product C-0100 C-0100

Competitor Product

C-0125 C-0125

Competitor Product

 SAP AG 2004

„

A competitive product has a lean product master. This is controlled by the product category. Competitive products can be created on the portal and can be integrated into business processes for Activity Management or Opportunity Management.

„

Competitive product information is exchanged with the mobile client in both directions.

„

The following are standard delivered relationships: y Competitor – competitor product y Customer – competitor product y Own product – competitor product

„

Competitor products are only available in the People-Centric UI.

© SAP AG

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5-16

Product Master: Unit Summary You are now able to: „ Describe and use the Product Workbench „ Maintain products and enhance them using set types and attributes „ Explain product hierarchies and categories „ Explain the basics of the integration of SAP R/3 products in SAP CRM

 SAP AG 2004

© SAP AG

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5-17

Transactional Processing: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

TCRM10

6-1

Transaction Processing

Structure of Sales Transactions Transaction Types Item Categories and Item Category Determination Basic Functions in Business Transactions

 SAP AG 2004

© SAP AG

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6-2

Transaction Processing: Unit Objectives At the conclusion of this unit, you will be able to: Explain the structure of sales transactions Customize transaction types and item categories Configure the basic functions of business transactions

 SAP AG 2004

© SAP AG

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Transaction Processing: Business Scenario

Transactions are a flexible means to control and manage processes according to your company's requirements. You need to be familiar with the various functions and control mechanisms of transactions.

 SAP AG 2004

© SAP AG

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Business Transactions in mySAP CRM

Business transactions in mySAP CRM Sales are used to describe business processes and transactions. A transaction type specifies the characteristics and attributes of a business transaction. Lead Opportunity

Service Request Activity

Inquiry/ Quotation

Complaint Order

Contract

 SAP AG 2004

The concept of business transactions has the following meanings: There is a uniform structure for all business transactions. Different transaction types have the same structure. A business transaction can cover several business cases, for example, sales order and business activity. There is a similar interface for processing all types of business transactions. There is a strict split between the user interface and the processing of transactions. Similar functions are available in all types of business transactions.

© SAP AG

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General Structure of Sales Transactions Header General data that applies to whole document, for example, sold-to party, purchase order number, transaction type

Item Data that applies only to this item, for example, product number, order quantity, item value

Schedule lines Subdivides an item according to quantity and delivery date. Order schedule line indicates quantity available for requested delivery date Confirmation schedule line indicates quantity available according to ATP check  SAP AG 2004

Depending on the Leading Transaction Category (e.g. Opportunity, Sales, Task, Business Activity), a business transaction has a certain structure. Tasks have a structure that is composes only of one - Header - level. Opportunities have a structure that is composed of two levels: Header data Item data Sales transactions have a structure that is composed of three levels: Header data Item data Schedule lines There are no schedule line categories available within SAP CRM Customizing.

© SAP AG

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Business Transaction Customizing – Header Define transaction type Business transaction attributes and characteristics: Controlling attributes Leading business transaction category Assign business transaction categories Additional business transaction categories Dependent on leading business transaction category Customizing at header level Different settings according to business transaction category

 SAP AG 2004

In the SAP CRM system, there must be a corresponding sales document type of the same ID in the SAP R/3 system. In SAP R/3 it is possible to have language-dependant ID’s for sales document types (e.g. OR = TA). The same requirement (identical ID’s) applies for item categories, item category groups, and item category determination. SAP delivers standard settings. A business transaction can be assigned to one or more business transaction categories (for example, sales and activity). Only certain combinations of business transaction categories are possible, for example, leading business transactions. The business transactions sales and activity are assigned to the transaction type Telesales. If sales is leading, the transaction is displayed as a sales transaction in the locator and not as an activity. Control attributes (such as the leading business transaction category, text determination procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at header level. Various settings can be made, depending on the business transaction category.

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Business Transaction Customizing – Item Define item category Item attributes and characteristics: Controlling attributes Item object type Assign business transaction categories Assign business transaction categories Only certain combinations are permitted Customizing at item level Different settings according to business transaction category

 SAP AG 2004

First you define the general settings, which are the same attributes for all types of item categories. General data: item object type, calculation of weights and volume for freight Profiles: text determination, partner determination, status profile, ATP profile, organizational data profile, action profile, BOM explosion, configuration data Next you define the business context in which the item category is used. Settings differ depending on the assigned business transaction category (billing data, pricing data, or quotation data). Activities don't have items. Customizing item categories and item category determination is not necessary in this case.

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Customizing – Item Category Determination

Transaction

Transaction type

Product master

Item category groups

Program

Item category usage Main item category

= Item category System default Alternative item categories  SAP AG 2004

The procedure for determination of item categories should be set up in the same way as in the SAP R/3 system. Otherwise, problems can occur during the upload to SAP R/3. SAP delivers the most common item categories for sales transactions (TAN, TAM, TAC and TAE) and the appropriate determination. Other custom-made item categories and their determination must be set up manually. No customizing download from SAP R/3 is supported. Examples for item category determination: A standard item (NORM) in a standard sales order (TA) will lead to item category TAN. A standard item (NORM) in a standard sales order (TA) that belongs to a higher-level item (manual input) will lead to item category TANN (free good), because the main item category is taken into account. A standard item (NORM) in a standard sales order (TA) that belongs to a higher-level item of item category TAN will lead to item category TANN, once free goods determination takes place (item category usage is FREE).

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Basic Functions in Business Transactions

Create subsequent business transactions Control document flow in business transactions Determine organizational data partners territories text Manage Content (attachments & sending) Status Dates Control actions, output, pricing Perform incompleteness check Change documents Archive documents  SAP AG 2004

Not all functions are available in every transaction type. A selection of basic functions are: Partner Processing Pricing Incompleteness Check Text Management Date Management The following sales-specific functions are covered in more detail in CR300 CRM Sales: Product substitution Free goods Credit-check ATP-check

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Copying Business Transactions Copy Copies current transaction document:

Create Follow-Up Copies data from one or more transaction document(s): You can choose the transaction type for the follow-up document

Same transaction type Header and item data copied

Header data is copied

Document flow is not updated, no reference to original document

You can select items Document flow is updated Prerequisite: Customizing settings for copy control

 SAP AG 2004

As of SAP CRM 3.0, you can choose several transaction documents in the locator, and create a followup document for all of them. In the locator, you select the transactions you want to use as templates, then choose Create follow-up in the locator. The header data is copied from the first transaction in the hit list, the item data from all transactions is collected on the Item selection tab page. Prerequisite: Relevant organizational data in the source and target transactions should match. For processing follow-up documents, you must perform three customizing steps: Copy control for transaction types Copy control for item categories Determine item category when copying Customers with particular requirements for copying control can enhance the conditions according to their wishes. You have the option of writing your own data transfer routines using BAdI (business addin) methods. For creating copying routines, you can use the CRM_COPY_BADI.

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Customizing Copying Control

Transaction Types

Item Categories

Item Category Determination

Source

AG

Target General control Detailed data

Source

AGN

Target General control Detailed data

Source Item Category

AGN

TA

+

Transaction Type

TA

TAN

Target Item Category

TAN

 SAP AG 2004

You need copying control for processing follow-up documents. Copying control for transaction types is mandatory Copying control for item categories is mandatory when you want to copy products (items) into a follow-up document. The „definition of item category determination when copying“ is optional and can be used under special circumstances. Copying control can be maintained in Customizing: SAP Implementation Guide Customer Relationship Management Transactions Basic Settings Copying Control for Business Transactions

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Document Flow – Header (SAP GUI) Document flow allows you to display interlinkages between business transactions at header and item level

Document flow header: Overview:

Detail view: Item relationships

 SAP AG 2004

When processing follow-up documents, the document flow is updated. From the document flow it is possible to navigate to linked business transactions. It is also possible to navigate to the SAP R/3 system (e.g. to the delivery document). In SAPGUI document flow the Detail View only shows the immediate preceding/succeeding documents the Overview shows all documents that are linked

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Document Flow – People-Centric User Interface Document flow header

Item relationships

Hyperlink to related document

 SAP AG 2004

In the People-Centric UI tab pages are used to display the document flow. Document flow tab pages are available on header and item level. Navigation to linked CRM business transactions is possible.

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Texts in Transactions – SAP GUI Simple Text Editor (such as activities):

Text Editor with navigation tree (such as sales orders): Header and item level

 SAP AG 2004

In SAP CRM it is possible to maintain textual information for several objects, e.g. Business Partner Product Product Catalog Business transaction (header and item) Billing documents (header and item) Texts can be maintained language-dependant

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Texts in Transactions – People-Centric User Interface

Notes (header and item level) Example: Activity

Example: Sales Order

 SAP AG 2004

In People-Centric UI texts can be maintained similar to SAPGUI.

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Text Determination Procedure Transaction type

Item category

Text determination procedure: Which applications can use the procedure (that is, determine text objects)? Which text types should appear? (for example, internal note, customer request, report) How should the texts be processed in the document? (mandatory or optional, sequence, changeable and so on) How should the texts be determined? (access sequence: template object and template text type)  SAP AG 2004

The definition of text determination is similar to that of pricing. First you define several text types. After that you define the source texts of your text types within access sequences; for example, if no sales text is available, the system should display the basic text. According to your business scenario, you combine some text types in text determination procedures. These texts are automatically displayed in documents or can be entered. Text objects and text types are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Objects and Text Types Text determination procedures and access sequences are defined in Customizing: SAP Implementation Guide Customer Relationship Management Basic Functions Text Management Define Text Determination Procedure

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Content Management You can use mySAP CRM Content Management to link any documents, such as Microsoft Excel or Word files to business transactions. The following functions are available in Content Management: Creating, changing, copying and deleting documents Storing documents in folders (folder structure) Importing documents from and exporting documents to a local PC Exporting documents to your PC Referencing documents that are linked to other transactions Including URLs in the structure Searching documents Sending documents Managing versions Previewing documents  SAP AG 2004

Content Management is a function of the SAP Web Application Server, which is used in SAP CRM in various areas, for example, for business partner- and product master data. In the business transaction, the various Content Management functions are available on header- and item level. Integration with the ArchiveLink functionality: In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. To do this, in Customizing, select the Web Application Server SAP Web Application Server Basis Services ArchiveLink. Additionally, you can create ArchiveLink documents from Content Management. The exchange of Content Management documents with CRM Mobile is possible. Usage of filter profiles allows you to specify which documents are to be transferred to the Mobile Client. For technical information on Content Management, see the SAP Help portal under http://help.sap.com SAP NetWeaver SAP Web Application Server SAP NetWeaver Components SAP Web Application Server Basis Services / Communication Interfaces (BC-SRV) Knowledge Provider (BC-SRV-KPR) Content Management Service (BC-SRV-KPR).

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Content Management – SAP GUI

Folder structure

Preview, properties, or versions

 SAP AG 2004

Functions for Content Management are on the Documents tab page. Special functions in SAP GUI: Sending documents: You can send business partners documents linked to a business transaction, for example, by e-mail or fax. Creation of personal- and generally visible notes at document level Document templates: You can define templates for your documents that will be available to you later in Content Management. For more information, see the Implementation Guide under Customer Relationship Management → Basic Functions → Content Management → Define Document Templates

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Content Management – People-Centric User Interface

 SAP AG 2004

Content Management functions are available on the Attachments tab page.

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Status Management System Status

User Status

Is set internally by system

Set by user

Informs you that certain business processes have been completed

Additional to system status: controlled by status profile Can be set manually or can be triggered by process

Examples: Open In processing Incorrect Completed

Examples: Open To be released Released Rejected Re-opened

 SAP AG 2004

System status: Status that is a status set by the system, which informs the user that the system has executed a specific business transaction on an object. You can only influence this status if you execute a business transaction that changes the system status. However, there are also some system statuses in CRM that the user can set or reset as he wishes, for example, Do not distribute. These statuses are defined in the CRMC_STATUS_PROC table. Status that you set, that you can create as additional information to the existing system status. You define a user status in a Status Profile that is created in Customizing for business transactions. You can define and activate as many user statuses as you wish. A status profile can then be assigned to a transaction type (header status) and/or item category (item status). User statuses allow you to extend the control of business processes managed by the system status. You can set and delete user statuses manually during business processes. The header status is independent of the item status. One exception is the status Completed. If all items have the status Completed, the header status is also set to Completed Depending on the business transaction there is R/3 Transfer and R/3 Status information available (e.g. in a sales order). Setting a user status can influence the system status.

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Status in Document – Status Line (SAP GUI) Status line: Displays user status if status profile exists, otherwise, displays system status Status with status number

Status without status number

Status details

Status at item level

 SAP AG 2004

The status line displays user status if a status profile exists; otherwise, the status line displays system status.

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Status in Document – Detailed Screen (SAP GUI)

 SAP AG 2004

In SAP GUI you can display a status analysis. If you would like to analyze a problem individually, and would like to know for example why the system does not display a specific status for setting, you can use the status analysis to call up a technical analysis function.

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Status at Header Level – People-Centric User Interface Status overview on header level:

Display of details:

 SAP AG 2004

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Status Profile

Transaction type

Item category

Status profile: Definition of user status With or without status number Transaction control Authorization key

 SAP AG 2004

User statuses are defined in status procedures or status profiles. In status profiles you can do the following: Define the sequence in which user statuses can be activated Define initial statuses Allow or prohibit certain business transactions You must assign at least one object type, such as CRM Order Header, to the status procedure. You can define a status profile in Customizing: SAP Implementation Guide → Customer Relationship Management → Transactions → Basic Settings → Status Management The impact of a system status to a business transaction can be changed/displayed using transaction BS22/BS23. System status I1003 (PROC, in process) for example allows distribution to R/3 (system status TOR3) but does not allow archiving (ARCH).

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Incompleteness Check

The incompleteness check allows you to find out whether a document is complete or not. Example: The External Reference field is mandatory in a standard sales order Order Sold-To: RJM Services Ext. Ref.: Item 10 20 30

Application log: Transaction is incomplete: Ext. Reference is missing Status: Incomplete

Product M30 M40 M35

 SAP AG 2004

You can make settings for the incompleteness check in business transactions. You can define when a business transaction should be considered incomplete in the system and what message type the system should issue to the application log during data processing. You can restrict the incompleteness check to individual transaction types and to individual business partners. The scope of the check can differ for each object. For example, the system checks different fields in a sales order than it checks in an opportunity. You can set up incompleteness in Customizing. SAP Implementation Guide → Customer Relationship Management → Basic Functions → Incompleteness

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Incompleteness Check – Customizing In Customizing, you define which fields are mandatory for which transaction type and/or item category: Transaction Type / Item Category

Business Partner Master Data

Incompleteness group transaction/item

Incompleteness group business partner

Incompleteness Procedure Which fields are mandatory? Which message type is it (error or warning)? How does the system react (for example: sets status to “incomplete for delivery”)?

 SAP AG 2004

To set up the incompleteness check, perform these steps: Define an incompleteness group for business transactions and items. Define an incompleteness check for business partners. In the business partner master data, assign the required business partners to the incompleteness group in the Sales Area Data on the Sales tab. Assign transaction types to the incompleteness groups. In the incompleteness check, the same conditions are valid for all transaction types with the same incompleteness group assigned. Assign item categories to the incompleteness groups. In the incompleteness check, the same conditions are valid for all item categories with the same incompleteness group assigned. Define the incompleteness procedures that are valid for the various subobjects of a transaction, for example, SALES for sales data or PRODUCT_I for product data at item level. In an incompleteness procedure, you can group fields that you want to check for completeness. If you do not enter data in any of these fields in the business transaction, the transaction is considered incomplete. For each field in the procedure, you must also define whether the message issued to the application log during data processing should be a warning or an error message. Assign the incompleteness groups to the incompleteness procedures. This specifies the business transactions in which checks are carried out. If you assign an incompleteness group for business partners to an incompleteness procedure, the system carries out the check only for those business partners to whom the incompleteness group was assigned. If you create a transaction using that transaction type and business partner, however, the incompleteness procedure is valid only the business partner, that is, the system does not display a combination of both procedures as incomplete. Only the fields from the incompleteness procedure for the business partner are displayed as incomplete. © SAP AG

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Change Documents

The system can update change documents for transactions. This allows you to display all changes made to a document, including What was changed (field, old value, new value) Who made the change When (date and time) the change was made You can decide for each transaction type whether change documents are updated.

 SAP AG 2004

In Customizing, you can deactivate the change document update for transaction types. Therefore go to the details of a transaction type and check the flag No Change Documents. In SAP GUI you can display the change documents by choosing Extras → Change Documents.

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Change Documents – SAP GUI In SAP GUI, you can display change documents via the menu bar (choose Extras → Change Documents):

 SAP AG 2004

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Change History – People-Centric User Interface In People-Centric User Interface, the change history is displayed on a separate tab: Detail area 1: Display of the change levels including information about last change

Detail area 2: Display of details for one selected change level

 SAP AG 2004

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Sales Order Scenario: SAP CRM and SAP R/3 mySAP CRM

SAP R/3

Sales Order

Sales Sales Order Order Status Status Successfully Successfully distributed distributed

Delivery Delivery

Completely Completely processed processed

Transportation Transportation

CRM CRM Billing Billing (optional)

Picking Picking Packing Packing Warehouse Warehouse Management Management Transportation Transportation Scheduling Scheduling & & Execution Execution

Billing

 SAP AG 2004

Even transactions with errors can be saved in the SAP CRM system. Once saved, the transactions are available for further processing. Transfer to SAP R/3 is possible only after the processing of the sales transaction is complete. From the distribution status of the transaction in the SAP CRM system, you can see whether the transaction is relevant for distribution and, if so, whether it was successfully distributed to SAP R/3. You can check for successful delivery into SAP R/3 by viewing the delivery status in the order in SAP CRM. After successful billing, the relevant billing status is set.

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Transaction Processing: Unit Summary You are now able to: Explain the structure of sales transactions Customize transaction types and item categories Configure the basic functions of business transactions

 SAP AG 2004

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Activity Management: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

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Activity Management

Concepts of Activity Management – Overview Activity Management Customizing Calendar Integration Groupware Integration Business Partner Fact Sheet Reporting

 SAP AG 2004

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Activity Management: Unit Objectives At the conclusion of this unit, you will be able to: Define activities and activity management Customize activity information items Map Mobile Sales activity types Describe calendar integration Describe groupware integration Customize a business partner fact sheet List the available reporting functions

 SAP AG 2004

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Activities: Business Scenario

Using different options in mySAP CRM, you want to create and monitor diverse activities and procedures in your enterprise, as well as create follow-up activities. You might have to make Customizing settings for activities in the future.

 SAP AG 2004

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Types of Activity

E -mail E-mail

Private Private appointment appointment

Task Task

Sales Sales call call

Telephone Telephone call call

Activity

Business activity

Two Two Activity Activity Types Types

Tasks

 SAP AG 2004

Activity Management, an important component of mySAP Customer Relationship Management (mySAP CRM), manages all activities on which your enterprise's employees have worked. All data stored in an activity consists of important information sources to which all relevant employees must have access. An activity is a document for recording information and planning actions at any time during the customer relationship life cycle. Activities can be telephone calls, customer calls, general preparatory tasks, reminders of appointments (private and business-related), and so on. There are two types of activity, business activity and task. that must be distinguished: A business activity contains information about business partner interaction on a particular date. A task contains information about what one or more employees has to complete by a particular date.

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Structure of Activities

Header Header

Description Description of of transaction transaction Date Date and and time time Category Category Partner Partner information information

Tab page page overview overview

Priority, Priority, completion, completion, result result Reason Reason and and goal goal General General information information

Partners Partners Texts Texts

Organization Organization

Dates Dates

Address Address

Questionnaire Questionnaire

………… …………

Additional Additional tab pages pages

 SAP AG 2004

All activities consist of a header with general information and tab pages with more detailed information. The header contains fields for the description, date and time, category, and partner information. The Overview tab page is divided into several areas and contains the following detailed information: Priority, completion, and result (status) of the activity Reason and goal of the activity General information, for example, who created the activity and when The possible entries for these fields are defined in Customizing under Transactions → Special Settings for Activities. On the other tab pages, you can process and send texts, display and change business partner information, check organizational data, enter activity-specific addresses, and display a detailed view of all dates. When you work with tasks, the system does not show the tab pages for organizational data and addresses because this data is relevant only when the activity includes a business partner.

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Business Transaction Category/Transaction Types

Activities Transaction Transaction types types

Business Business transaction transaction types types Business activity

Tasks

Business Business partner partner required required Assignment Assignment of of responsible responsible employee employee Meeting Meeting or or personal personal contact contact required required Always Always public public

Telephone Telephone call call Sales Sales call call Letter Letter

Business Business partner partner NOT NOT required required Assignment of responsible Assignment of responsible employee employee Meeting Meeting or or personal personal contact contact NOT NOT required required Public or private Public or private

Presentation Presentation prep. prep. Private Private appointment appointment Internal Internal meeting meeting

Opportunity Opportunity

 SAP AG 2004

Business activities are used to record public interactions, for example, activities that are carried out on behalf of the enterprise. Examples of business activities are telephone calls, letters or sales calls. You can define these various activity types to meet the requirements of your enterprise in the Customizing for Customer Relationship Management under Transactions → Basic Settings. A business activity must have a partner, a start date and a finish date. If you want to include information for your private use or information without a business partner, you must create a task. You use tasks when you want to create an activity that is not associated with a business partner (except a responsible employee). Tasks can be public or private and cover a wide range of possibilities, for example, the preparation of a customer presentation or a reminder to buy a birthday card. If you mark a task as private, it cannot be viewed by other users.

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Determination and Profiles

Determination Determination

Management Management

Organizational Organizational data data profile profile Text Text determination determination Partner Partner determination determination Status Status profile profile Date Date profile profile

Transaction types For For example: example: contacts, contacts, tasks tasks

Business Business transaction transaction category or category or categories categories

Setting Setting of of business transaction business transaction category category or or categories categories at header at header level level  SAP AG 2004

You make the settings for the transaction types in three stages, each stage being based on the previous one. Defining transaction types: In addition to the description of the transaction type, you can define important control attributes such as the leading business transaction category, the text determination procedure, the partner determination procedure, the status profile, the organizational data profile, and the number range assignment. Assigning the business transaction category: You can assign a transaction type to one or more business transaction categories. Only certain combinations of business transaction categories are possible. You can select additional business transaction categories dependent on the leading business transaction category. Customizing at header level: Dependent on the business transaction category, various settings should be performed here.

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Follow-Up Activities

You can copy an existing business transaction and use it as the basis for a subsequent transaction. Sales Sales call call

Phone Phone call call

Creating a followup activity

Copy Copy control control

Sales Sales call call

Copying an activity

Sales Sales call call Copy Copy control control

 SAP AG 2004

You can copy an existing business transaction and use it as the basis for a subsequent transaction. Here you have two options: You can create a follow-up transaction. You can copy a business transaction. In this case, the system creates a copy of the transaction currently used and displays it for processing. When the copied transaction is saved, the document flow is not updated, that is, the copied transaction has no connection to the reference document. When you create a follow-up activity, the system copies the data of the current transaction and displays the target transaction. If the process has positions (for example, sales process, service process), you can select which positions from the source process are to be transferred to the target process. If you want to create an order, for example, in response to a quotation, you can copy the quotation and keep the positions. When you copy an activity, the system produces a copy of the activity you requested and displays it for handling. When the copied transaction is saved, the document flow is not updated, that is, the copied process does not have a reference to the reference voucher.

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Activity Journals With activity journals, you can record and update information gathered from customer visits or telephone calls. Activity journals can contain: Products or product categories Product-related information such as what products were discussed with the customer or the number of samples given to the customer

The activity journal is transferred from Enterprise Sales to CRM Mobile and vice versa. Activity Journal Product XT-2004 XT-2007

Discussed

Number of Samples 8 2

Priority high medium

Notes Customer is interested in ordering XT-2004 in second quarter 2003.

 SAP AG 2004

You can use activity journals in activities to record and update information gathered from customer visits or telephone calls. The information in the activity journal may or may not be product-related. An activity journal can contain the following information: Type and number of products discussed with customers or samples handed out to customers, for example, in the pharmaceuticals industry Position of products in store, for example, whether they are placed on the promotional shelf, at the check-out or near the store entrance Customer feedback The information gathered in activity journals can be used to: Track the distribution of samples in the pharmaceuticals industry Analyze sales data, for example, number of products handed out to customers Track the progress of your sales team, for example, the number of discussions held with customers and the result of these discussions Detect possible problem areas, for example, slow and non-moving products

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Template Maintenance for Journals User-friendly wizards for maintaining template types and templates Predefined forms that contain product-related and non-product-related fields, which can be filled or which can be left blank Select Select additional additional fields fields (such (such as as discussed, discussed, priority, priority, number number of of samples) samples)

Template Type

Assign Assign transaction transaction types types and and categories categories Assign Assign territories territories

Serves as a proposal

Define Define validity validity period period Assign Assign the the preferred preferred template template type type Assign Assign transaction transaction types types and and categories categories

Template

Assign Assign territories territories Assign Assign target target groups groups Define Define pre-filled pre-filled products products Define Define validity validity period period

 SAP AG 2004

Template maintenance for journals enables you to define activity journal templates for sales representatives. Sales representatives use these templates to report the results of business activities with a business partner. You define activity journal templates depending on the business needs of the company. A user-friendly wizard is available for maintaining the activity journal template type. The activity journal template type is a predefined form, which is delivered as an example with the standard configuration. It contains product-related fields and non-product-related fields, which you can fill or leave blank, depending on what is relevant to you. This form can be used as a basis to define a pre-filled template.

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Activity Journal on the SAP GUI

 SAP AG 2004

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Activity Journal on People-Centric User Interface

 SAP AG 2004

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Integration of the Survey Tool Integration of surveys and questionnaires: Customer surveys Customer visit evaluation Customer satisfaction surveys, and so on Transaction Type Category Status Sales Organization

Survey Survey Survey

Activity

Distribution Channel Division Territory

Multiple Assignment

 SAP AG 2004

The questionnaire in the activity is based on the Survey Tool. You can use the questionnaire for all question and answer forms that contribute to the maintenance of your customer relationships. The following examples show how the questionnaire can be used: A telephone call script, which leads you through the conversation with the customer A customer feedback form Sales call reports for your sales employees You can find the Customizing settings in the IMG under Transactions → Settings for Activities → Define Questionnaires. After the necessary Customizing settings have been made, the activity will contain the Questionnaire tab page. If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page is not shown.

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Generating Planned Activities

You can generate periodic activities based on call, visit and delivery times defined in business partner master data.

Report

Phone Call Visit

Rules for visit, call or delivery times in the account master data

Report for generating activities

 SAP AG 2004

Define periodicity of contact Definition of rule in account master data Based on call, visiting or delivery time Run periodic report Generate call list for periodic calls Generate planned activity Assign people to make the call/activities Manually assigned for call list Automatically assigned on account of the defined relationship (for example, agent, sales representative) Carry out the planned activities Generate call list for taking orders Have call center agent confirm the next call or next delivery Generate activity for the sales representative

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Calendar Integration

Activities appear in calendar if calendar flag is active: For each partner function For activity type (Customizing)

Activities can be created or changed directly from calendar Calendar can be synchronized with Microsoft Outlook Easy-to-use date selection tool Appointments can be: Planned Actual Dominants (whole day) In different time zones

 SAP AG 2004

You can synchronize the CRM Online appointment calendar with the Microsoft Outlook calendar so that CRM business activities can also be displayed in Microsoft Outlook. This is an additional function to synchronizing normal appointments from the SAP calendar. You must have installed the SAP calendar synchronization tool. You must activate the Calendar flag in the Partners tab page for a business activity. The CRM business activity must be assigned to a user. All SAP users must also have SAPoffice users and a user in the Outlook calendar.

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Groupware Integration

Bidirectional data exchange between mySAP CRM middleware and groupware solutions (Microsoft Exchange and Lotus Notes) Server-based for: Tasks Business activities Business partner → Groupware: Business activity addresses (only CRM → Groupware)

CRM CRM Business Business Activities Activities and and Tasks Tasks

Groupware Groupware (Microsoft (Microsoft Outlook, Lotus Notes) Notes)

 SAP AG 2004

As of SAP CRM 4.0, exchange in both directions is possible, that is, from CRM to groupware and from groupware to CRM. You can integrate CRM Activity Management with groupware applications, that is, Microsoft Outlook and Lotus Notes, allowing you to synchronize business activities and tasks in your CRM calendar and your own groupware calendar. Data exchange is two-way, enabling you to display activities and their data, such as date, time, location and business partners involved, which you have maintained in the CRM system, in your own office management system, and vice versa. This allows you to work more quickly and effectively because you do not have to keep referring back to your CRM calendar or your groupware calendar to check your appointments and tasks. CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino 5.0.3 and later (Lotus Notes). When you create or change a business activity or task in CRM Activity Management, it is saved in the database as a messaging business document (BDoc), and then sent to CRM middleware. Middleware calls adapters, and sends the activity to the map box. The business activity is then converted to iCalendar format, making it compatible with groupware applications. Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background, without having to be triggered by the user.

© SAP AG

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Groupware Integration: CRM → Groupware Microsoft Outlook or Lotus Notes

Groupware User A

Creates a business activity and invites Users A and B

User: CRM Application

Users A and B accept, and receive the appropriate calendar entry

Groupware User B Link to CRM Business Activity  SAP AG 2004

To integrate groupware with CRM Activity Management, you need to download all business partners from the CRM system into groupware systems, for example, in a public folder such as the groupware address book. You must make the settings in the Middleware before you can use groupware integration with CRM Activity Management. After you have carried out the required steps in the Middleware, you then must map basic activity information to the corresponding fields in groupware so the two systems can communicate. To synchronize your CRM calendar with groupware calendars, you must map the following activity data from the CRM system to groupware applications: Status of business activity and task Text type Business partners Mapping these fields to groupware enables the two systems to communicate with each other. The values maintained in the CRM system are then transferred to groupware and converted to the corresponding values in the required applications.

© SAP AG

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Groupware Integration: Architecture

CRM Server

Groupware Server

Business Partners

CRM Middleware Groupware Adapter Message Transformation

SAP Groupware Connector

Activities

XML

XML

vCard/iCalendar

BDoc message

BDoc message

 SAP AG 2004

Groupware integration is achieved by a set of groupware adapters and groupware connectors. The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. BDoc messages are transformed to standard groupware formats, such as iCalendar and vCard, via a generic groupware adapter using a sophisticated XSLT mapping framework, which is known as the MapBox. Predefined mappings are delivered for groupware integration. SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

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Business Partner Cockpit (Fact Sheet) Info Info block block 11

Interaction Interaction Center Center

Info Info block block 22

Sales team

Info Info block block n n

Button Button 11

Button Button 22

Button Button nn

1 View View

2

3

Personalization

 SAP AG 2004

The fact sheet delivers an immediate and compromised overview of business partner information from several sources, for example, business partner master data, statistical data, and transaction data. In this way, you can quickly and simply display the most important details for your main customers or business transaction partners. The most important steps for modifying the fact sheet are view definition, assignment of info blocks to views, and assignment of views to user roles: View definition: With this step you can create new views for the fact sheet. Each view can contain a contrasting number or selection of info blocks. This allows you to adjust the view according to the requirements of the user. Assignment of info blocks to the views Assignment of views to user roles: In this step, you can assign particular views to particular single roles. Therefore, the information you see on the fact sheet depends on the application in which you are working or on the user group to which you are assigned. (This step is optional.)

© SAP AG

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Reporting Queries (1)

Activity/passivity analysis Success/failure analysis Intensity of customer care Distribution of activities per organizational unit Activity history

 SAP AG 2004

The activity/passivity analysis provides an overview of how often the customer actively requests information from you or how often you take the initiative to contact the customer to sell products, to provoke interest, or to maintain contact. If the customer is active, incoming business activities, for example incoming phone calls, predominate. If the customer is passive, outgoing business activities, for example, outgoing e-mails, predominate. The success/failure analysis provides an overview of all activities that are carried out in a specific time period, including the status set by the user, for example, completed successfully or without success, and the reason for this status. Intensity of customer care provides details on how many activities were created for a specific contact partner and how much time is spent on each activity. With this information, the sales manager can judge how much time has been invested in customer care. This includes both the total duration of the activity and the time spent in direct contact with the contact partner. Distribution of activities per organizational unit provides you with information regarding the number of activities processed in recent months so that you can better estimate how many activities your sales team will have in coming months. You can also display the total number of open activities for a specified time. Activity history shows those business activities that were created in the last 12 months. View A displays the activities for individual sales employees in the team of each sales manager. View B displays the activities within a region (or sales area) assigned to each sales manager.

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Reporting Queries (2)

Planned activities (employees, team, region) Sales, activities and opportunities / processing time / revenue Sales, activities and opportunities / quantities and volumes

 SAP AG 2004

Sales, activities and opportunities / processing time / revenue: Using this query, you can compare the time that the call center agent has used for business activities (phone calls, e-mails or faxes) with specific customers with revenue achieved by orders or contracts with these customers. Sales, activities and opportunities / number and volumes: This query provides an overview of the number of completed activities, opportunities and sales orders according to region and country.

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Mapping of Mobile Sales Activity Types

To use the Mobile scenario, you have to map the Mobile Sales activity types with the CRM business transaction types Business Activity and Task and their categories

Business Business activity activity 0001, 0001, category category EMAIL EMAIL Business Business activity activity 0001, 0001, category category TEL TEL Business Business activity activity 0001, 0001, category category VISIT VISIT Business Business activity activity 0001, 0001, category category LET LET

Activity Activity type type EMAIL EMAIL Activity Activity type type TEL TEL Activity Activity type type VISIT VISIT Activity Activity type type LETTER LETTER

CRM Online

Mobile Sales

 SAP AG 2004

The transaction used the mapping can be found in IMG under Customer Relationship Management → Transactions → Settings for activities → Migration of MSA Activities (as of Release 3.0) The activities created in the Mobile Sales and Service Application (MSA) and Customer Relationship Management (CRM) system both contain fields for the activity reason, status and reason for the status (known as outcome in MSA and SAP R/3). In the new MSA activity transaction type, these fields are created in a subject profile with codes and code groups. To map the previous MSA business activity types with the new MSA activity types, you must map the original fields for reason, status and reason for status to the new subject profile.

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Activity Management: Unit Summary You are now able to: Define activities and activity management Customize activity information items Map Mobile Sales activity types Describe calendar integration Describe groupware integration Customize Business Partner fact sheet List the available reporting functions

 SAP AG 2004

© SAP AG

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Partner Processing: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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Partner Processing

Partner Processing and BP Master Data Partner Processing and Organizational Data

 SAP AG 2004

© SAP AG

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Partner Processing: Unit Objectives At the conclusion of this unit, you will be able to: „ Explain how partners are used in business transactions „ Set up partner processing

 SAP AG 2004

© SAP AG

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Partner Processing: Business Scenario

„ Within the context of transaction processing, you want to ensure that the business partners involved in a transaction are automatically determined by the system.

 SAP AG 2004

© SAP AG

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Partner Processing: Motivation

Which Which partners partners must must be be involved involved in in aa business business transaction? transaction?

Which Which external external partners, partners, for for example, example, supplier supplier payer, payer, are are involved? involved?

Business Business Transaction Which Which internal internal partners, partners, for for example, example, responsible responsible employee, employee, are are involved? involved?

Are Are individual individual partners partners found found automatically? automatically?

Where Where does does the the system system look look for for partners? partners?  SAP AG 2004

„

Partner determination controls business partner processing in transaction processing. Partner data can be checked for correctness using rules defined in Customizing. In this way, the user creates complete, consistent transactions and documents.

„

All transactions in CRM involve business partners. Partner processing allows you to work with these partners efficiently and consistently.

„

Partner processing includes partner determination, the procedure with which the system automatically finds and enters partners in transactions.

„

Partner processing allows you to define partners with your company’s terminology. It also lets you specify many aspects of how partners are handled in transactions and lets you set how CRM and R/3 exchange partner processing information. This means that end users don’t have to think about partner processing!

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Automatic Partner Processing

1.

Create transaction (for example, order) 2.

Enter sold-to party

3.

The partners involved are determined by the system.

4711

for example, ship-to party, payer

 SAP AG 2004

„

The main business partner is entered during transaction processing. In Sales, this is usually the sold-to party; in an opportunity, this is the sales prospect.

„

Partner processing ensures that other partners involved in the transaction are determined automatically by the system.

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Partner Processing in the Application Create, change, save transaction

3

Header data

... Sold-to party

...

1

Partners 4711

HiTech Ltd, 34560 Washington

0815

Malecki, Tom, 34560 Washington

Ship-to party

4812

HiTech Ltd, 12340 New York

Bill-to party

4711

HiTech Ltd, 34560 Washington

Payer

4711

HiTech Ltd, 34560 Washington

Employee responsible

608

Smith, Steven

...

...

2

Which partners must be involved in the transaction?

2

Are the partners determined automatically or completed manually?

3

When are the partners determined?

...

Contact person

...

1

Item data Partners

...

 SAP AG 2004

„

In a transaction, partners can be determined at both header and item level. The partners found do not need to match.

„

1. Which partners must be involved in the transaction? y It is possible to define that certain partner are mandatory for a business transaction. If the determination fails or no partner was entered manually by the user, the business transaction will result in an error.

„

2. Are the partners determined automatically or completed manually? y Using access sequences (search strategies) it is possible to automatically determine partners.

„

3. When are the partners determined? y Three determination times can be used: Recurring, During Product Entry, When Saving. y Once a business transaction is saved, no automatic partner determination will take place.

„

Alternative partner proposal allows you to trigger partner determination within business transactions in order to change previously automatically determined partners, quickly and easily within the application itself. This means you no longer have to search manually for partners you wish to replace. The function can also be used to redetermine partners in saved documents and for triggering partner determination for empty partner functions saved previously in a document.

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Partner Processing in Customizing

Transactions Business Business Partner

Partner Partner Processing Processing

Partner Partner Function Function Category Category

Partner Partner Determination Determination Procedure Procedure

Partner Partner Function Function

Access Access Sequence Sequence

 SAP AG 2004

„

Partner function category: This classification of responsibilities is used as a system key for identifying the partner function and the business partners who carry out these responsibilities. The mySAP CRM system includes SAP predefined partner function categories that cannot be changed or created again. Example: Partner function customer has the partner function category sold-to party.

„

Partner function: Terms for describing people with whom you do business. Customers can also be referred to as sold-to parties, clients, patients or tenants. Partner functions describe those partners that you use in your organization. You can assign names freely.

„

Partner determination procedure: Rules that determine how the system works with business partners during transaction processing. This procedure combines partner functions and access sequences and contains additional information.

„

Access sequence: A search strategy for determining the data sources the system uses for partner determination and the order in which the sources are used.

„

mySAP CRM partner processing has two important advantages over SAP R/3 partner determination: y Using the ordering of accesses in the access sequence (search strategy), it is possible to look for involved partners in more than one place (sequence). y There are more sources in which partners involved in a transaction can be found.

„

Besides from standard Customizing you can use the Business Add-In COM_PARTNER_BADI to define three custom-made sources.

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Partner Determination Procedure

The partner determination procedure is defined in Customizing. It basically specifies which partner functions can be found automatically in a transaction. Partner Determination Procedure Telesales Partner Functions Sold-to party

„ „

Mandatory Mandatory partner? partner?

„ „

Determine Determine automatically automatically or or enter enter manually manually –– possibly possibly several several times? times?

„ „

Which Which search search strategy strategy should should be be used? used?

„ „

Can Can the the address address be be changed? changed?

„ „

Determination Determination time? time?

Ship-to party Bill-to party Payer

 SAP AG 2004

„

A partner determination procedure can be assigned to a transaction type and an item category. A partner determination procedure consists of three levels: y Procedure user (for example, sales transaction, service transaction, opportunity) y Partner functions in the procedure (for example, sold-to party, employee responsible) y Interface settings (which partners are displayed in the transaction in the general view)

„

You can block a partner determination procedure for the determination, that is, the partners stored in the procedure are not automatically found by the system but must be maintained manually. For performance reasons, it can be useful to make this adjustment, for example, with Internet Sales transactions.

„

For testing purposes, it can be useful to analyze partner processing. You can display a log. For performance reasons, it is best not to always record a log.

„

Manual partner functions can also be stored in the transaction if they are not stored in the partner determination procedure.

„

The determination time can be set for each partner function. However, partner determination occurs only before the initial save. If a transaction is saved and then subsequently altered, no new partner processing (determination) takes place.

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Access Sequences

An access sequence is a search strategy that provides the data sources and the order in which the system checks them during partner processing. Partner Deter. Procedure Telesales Partner Functions Sold-to party using access sequence 0001 Ship-to party using access sequence 0002 Contact person using access sequence 0003 Employee responsible using access sequence 0004

„ „

Access Access 10: 10: preceding preceding document document

„ „

Access Access 20: 20: business business partner partner

„ „

Access Access 30: 30: current current partner partner

„ „

Access Access 40: 40: ... ...

 SAP AG 2004

„

Access sequences are defined in Customizing.

„

In the partner determination procedure, you can select with which access sequence the partner should be determined for each partner function. If there is no access sequence in the partner determination procedure for a partner function, you can enter the partner manually.

„

The following are access sources: y Business partner relationships y The CRM Organizational Model y Preceding documents y Pricing hierarchy y Customer's own sources that are defined as Business Add-Ins in Customizing

© SAP AG

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Partner Processing: Overview Transaction Transaction Type

Customizing Settings

Partner Partner Determination Determination Procedure Process in mySAP CRM

Partner Functions Functions

Access Access Sequences Sequences

Preceding Preceding Document Document

Organizational Organizational Data Data

Business Business Partner Partner Relationships Relationships

Current Current Partners Partners

 SAP AG 2004

„

The business transaction (for example, quotation, order, opportunity) is assigned to the transaction type Business transaction types in Customizing.

„

Procedure-users are assigned to the partner determination procedure.

„

Business transaction type and determination procedure must match in order to assign a partner determination procedure to a transaction type.

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Partner Functions (CRM) and Partner Roles (SAP R/3)

mySAP CRM

SAP R/3

Partner Functions

Partner Partner Roles Roles

Partner functions and partner roles are mapped in Customizing

 SAP AG 2004

„

In SAP R/3, the partner function Sold-to party is used. In SAP CRM, however, the same partner function is known as Customer. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner role distribution from R/3 to CRM), you can specify that SAP R/3 sold-to parties are SAP CRM customers.

„

In SAP CRM, the partner function Customer is used. In SAP R/3 the same partner function is known as Sold-to party. In Customizing (CRM → Basic functions → Partner processing → Data transfer → Partner function distribution from CRM to R/3), you can enter SAP CRM customers as SAP R/3 sold-to parties.

© SAP AG

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Partner Processing: Unit Summary You are now able to: „ Explain how partners are used in business transactions „ Set up partner processing

 SAP AG 2004

© SAP AG

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Actions: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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Actions

Overview of Actions Actions in Detail Output Determination

 SAP AG 2004

© SAP AG

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Actions: Unit Objectives At the conclusion of this unit, you will be able to: „ Explain the processing of actions „ Describe how actions are configured „ Describe the structure and layout of outputs „ Use the action monitor to launch actions

 SAP AG 2004

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Actions: Business Scenario

„ Dependent on the method of communication agreed on with your customers, you want to send them order confirmations by either letter, fax or e-mail. „ In doing this, the outputs to be issued should be automatically determined for the corresponding transactions. „ Using the print preview, you can see what the layout of the order confirmation looks like.

 SAP AG 2004

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Examples for Actions Action: Action: Quotation

Contract

Order

Set quotation to be completed

Condition: Condition: Validity period expired

Create follow-up activity, e.g., phone call

Two weeks before contract end

Create follow-up contract

Target value reached

Send printed order confirmation

Order complete and without errors

 SAP AG 2004

„

Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the initiation of outputs, follow-on documents or workflows.

„

Using the Actions tab page within a business document, you can display a list of actions that can be included in the business transaction.

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Processing Actions – Process Flow Transaction Type

Item Category

Action Action Profile Profile Action Action

„

Actions can be freely defined according to the demands of your company’s processes

„

Conditions can be time dependent using dates and date rules (date profile)

Schedule Schedule Condition Condition fulfilled

Schedule Schedule Automatically Automatically

yes

active

Action List

Start Start Condition Condition fulfilled

no

Processing Processing Time Time

inactive

z z z z z z

F4 (manually) Toolbar (manually)

immediately immediately when when saving saving selection selection report report

Processing Processing Medium Medium

• Smart Smart Form Form • Workflow Workflow • Methods Methods

 SAP AG 2004

„

An action profile is determined from the corresponding transaction type or item category.

„

Actions are stored as action definitions within an action profile.

„

You can control action processing using different settings and parameters: y Action changeable or executable in dialog y Action displayed in toolbar (SAP GUI) y Processing time (when saving the document or via selection report) y Partner dependence y Determination technique y Action merging y Processing types (with entry of the desired form name)

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Conditions

Schedule Schedule Condition

Start Condition Condition

The schedule condition decides whether an action should be scheduled for processing. An action is therefore generated only if the schedule condition is met.

Contract

Net value greater than $1,000,000

The start condition is checked before the action is executed. The action is executed only if the start condition is satisfied.

Contract

Cancellation of contract

 SAP AG 2004

„

There are two modes available for defining conditions: y Mouse-oriented PC mode y Direct text entry mode (traditional)

„

User settings can be made to change between both modes.

„

When editing conditions, you can use expressions and constants and connect them with operators, for example, Status = 'in process'.

„

Conditions can be checked for proper syntax and tested.

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Processing Time

Processing Time Immediately

Complaint

Subsequent item Credit Memo

When When saving saving

Selection Selection report report

Quotation

Sales Order

Sales Call

 SAP AG 2004

„

If you select Immediately as the processing time, the action is started as soon as the start condition is fulfilled.

„

If you select Processing when saving the document, the action is started when the document is saved.

„

If you select Processing using the Selection Report, the action is started after a selection report is executed if the start condition has been fulfilled.

„

Actions are displayed in transaction documents that support actions and to which an action profile is assigned. You can display a list of actions scheduled for the document on the Actions tab page of a transaction document. The following information is displayed in the list for each action: y Status (action scheduled, action processed) y Description (purpose of action) y Conditions (settings for action definition and conditions are displayed) y Creator, Creation date

© SAP AG

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Processing Medium

Processing Medium Smart Forms Forms

W orkflow Workflow

Sales Order

E -Mail E-Mail

Quotation

Release procedure for quotation depending on net value

Methods

Opportunity

Sales Call

Task

 SAP AG 2004

„

SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation.

„

Actions can create an event to start a workflow.

„

Methods are Business Add-In (BAdI) implementations. You can define your own BAdI implementation to adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BAdI.)

„

Examples for standard methods include the following: y COPY_DOCUMENT (create a follow-up document) y COMPLETE_DOCUMENT (set status completed within document) y CREDIT_MEMO (create credit memo item) y REPAIR_ITEM (create a repair item) y 1O_EVENT_CREATE (create a workflow event)

© SAP AG

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Output Layout Use SAP Smart Forms to design your forms Address, Address, Ship-to Ship-to party Enterprise Enterprise data data General General data data Order Order items

Quotation Quotation item item

 SAP AG 2004

„

You can use the graphics tool, SAP Smart Forms, to design the layout of output forms.

„

SAP delivers several Smart Forms for outputs in SAP CRM: y Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail) y Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail) y Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)

„

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge, thanks to a completely graphical user interface.

„

When you request a printout of a form, the application program obtains the relevant data to be used and prints it on the form. Data retrieval and form logic are separated from one another.

„

SAP Smart Forms replace SAPscript forms (migration from SAPscript forms to Smart Forms is supported).

© SAP AG

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Action Monitor „ The action monitor gives you an overview of all planned actions and their status „ You can trigger repeat action processing and display output (preview)

 SAP AG 2004

„

You can use the action monitor to monitor and trigger the processing of actions for several documents.

„

The action monitor program, RSPPFPROCESS, originates from the Post Processing Framework (PPF). You can use this program to check processing for all actions (for example, output, follow-on documents).

„

When you use the action monitor, you can obtain an overview of which actions have been issued successfully. The Status column displays whether the action is not yet processed, processed successfully, or processed with errors.

„

As soon as the processing time Processing by selection report for an action is set in Customizing (for example, an output), you can select the actions with this program and initiate their processing.

„

It can also make sense to use the action monitor to process actions with the processing time When Saving, for example, if time-dependent conditions have been fulfilled after a certain time without any changes to the document. The program should be executed regularly so that actions are also started in these cases.

© SAP AG

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Workflow versus Actions Workflow

Actions

„ Workflow settings required

„ Workflow settings not required

„ Processes complex scenarios with multiple steps and systems

„ Processes single steps in a single CRM system

„ Triggered by events, actions, Customizing, or programming. Workflow requires a commit work.

„ Triggered by Basis PPF, which does not require commit work

„ No separate planning and start condition

„ Flexible planning and start conditions „ Used independently of organizational management

„ Used with organizational management

„ Used independently of Business Workplace

„ Creates work items in Business Workplace

„ Appropriate for date-driven processes

 SAP AG 2004

„

SAP Business Workflow is an SAP Basis component. In the SAP CRM system, SAP Business Workflow definitions and functions can be found under Architecture and Technology → ABAP Workbench → Workflow.

„

Actions are part of the Post Processing Framework and therefore are Basis functionality. In SAP CRM, actions can be defined in Customizing (Customer Relationship Management → Basic Functions → Actions).

© SAP AG

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Actions: Unit Summary You are now able to: „ Explain the processing of actions „ Describe how actions are configured „ Describe the structure and layout of outputs „ Use the action monitor to launch actions

 SAP AG 2004

© SAP AG

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Billing: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

© SAP AG

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10-1

Billing

Billing Process Overview Billing Customizing

 SAP AG 2004

© SAP AG

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Billing: Unit Objectives At the conclusion of this unit, you will be able to: „ Explain the mySAP CRM Billing process „ List the master data required for mySAP CRM Billing „ Make the necessary customizing settings to set up mySAP CRM Billing

 SAP AG 2004

© SAP AG

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Billing: Business Scenario

„ IDES would like to use mySAP CRM Billing for invoicing service transactions and sales orders. You need to become familiar with the general concepts of mySAP CRM Billing, the process details, and the Customizing options.

 SAP  SAP AG 2004

© SAP AG

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Example of Integration of Billing in Sales Scenario: Quotation and Order Management in mySAP CRM Create quotation

Create customer inquiry

Create sales order 2 3

1 Monitor status of order

Analyze sales processes

4 7

Create delivery and pick, pack and post goods issue

Create invoice

5

6  SAP AG 2004

© SAP AG

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Example of Integration of Billing in Service Scenario: Service Order Management Accept quotation 2

Make inquiry Create and communicate quotation

1

Convert quotation into service order

Bill customer, perform analyses

8

Approve confirmation, assign costs

3

Execute assignment, perform confirmation

4

Create and optimize assignments

5

7 6  SAP AG 2004

© SAP AG

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System Landscape

SAP BW

CRM (Sales/Service documents)

CRM Billing

SAP LE

SAP FI/CO

SAP R/3

 SAP AG 2004

„

You can bill for the following business transactions directly in mySAP Customer Relationship Management (mySAP CRM) y Sales Orders (with or without reference to delivery) y Release of Sales Contracts y Service Orders, Service Contracts, Service Confirmation, Complaints Processing (credit/debit memo requests)

„

Using CRM Billing, you can combine a service order item with a sales order item together in an invoice and thereby simplify communication with your customers.

„

If you simply want to bill CRM sales orders and are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing. For billing contracts, service orders or confirmations or complaints, you should principally use CRM Billing.

„

The R/3 components SAP FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting.

„

You need SAP BW for statistical reporting of billing documents

© SAP AG

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Process Overview The billing process consists of three major steps: „ Input processing – loading data into billing due list „ Billing – creation of billing documents „ Output processing

Output

Transaction Input Processing Delivery

Billing Due List

Billing

External Data

Billing Documents

Output processing

printer, mail, etc.

Transfer

SAP FI/CO

Extract

SAP BW

Connect

Other Appl.

 SAP AG 2004

„

The process flow for creating and issuing invoices using CRM Billing can be divided into four subprocesses: input processing, billing, cancellation, and output processing.

„

During input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. From the billing due list, you can process both single and collective billing from billing due list items and also trigger them to run in the background.

„

During billing, related billing due list items are also grouped together as far as possible from different CRM business transactions and transferred to a joint billing document.

„

You can cancel individual billing documents and also execute collective cancellations. The system transfers information on cancellations automatically to Financial Accounting.

„

Output processing consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW. You can choose from different output media (for example, printout, fax or e-mail) for invoice output, although output takes place using SAP Smart Forms. The ledger posting of billing data takes place either in SAP FI-A/R or in SAP FI-CA. CRM Billing provides all relevant billing data for the SAP Business Warehouse for statistical reporting.

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Input Processing

Output Transaction

Input Processing

Delivery

Billing Due List

Billing

External Data

Billing Documents

Output Processing

printer, mail, etc.

Transfer

SAP FI/CO

Extract

SAP BW

Connect

Other Appl.

Create new item or update existing item Customizing settings: „ Use pricing or re-calculate prices „ Partner and text processing

Determine billing organization

 SAP AG 2004

„

As soon as you have saved a business transaction in which at least one item is relevant to billing, the system transfers the data from this billing request item to the CRM Billing billing due list. The system executes the following steps here as far as saving the billing-relevant data.

„

CRM Billing uses the data from application Customizing to determine the item category of CRM Billing for the transferred data record. When the system cannot determine an item category (if, for example, the item category determination is not set up completely), the system has to reject the transferred data record because no billing is possible without the item categories.

„

By starting the appropriate services, CRM Billing completes the transferred items based on the master data available in the system: organizational data (for determination of billing units), partner data (for transferral of business partners and execution of partner check), pricing conditions (for transferral and determination of pricing conditions), and text data (for transferral of texts).

„

Here the system subjects the transferred items to a processing check, which, in the following cases, results in the rejection of transferred items: y The partner check (based on the settings for the partner determination procedure of the item category) ascertains whether any mandatory partners are missing or incomplete. y Pricing ascertains whether data needed to create a pricing document (particularly document currency and reference currency) is missing.

„

CRM Billing saves all successfully processed and completed data as billing due items.

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Billing Process

Transaction

Delivery

Input Processing

Billing Due List

Billing

Billing Documents

Output Processing

Output

printer, mail, etc.

Transfer

SAP FI/CO

Extract Connect

External Data

SAP BW Other Appl.

Online or batch creation of bills (based on flexible selection parameters) Start pricing, partner and text processing depending on Customizing Grouping of billing due items into billing documents depends on billing document header data and can be influenced by copying requirements Grouping can be suppressed by choosing Single billing

 SAP AG 2004

„

As a sub process of billing, CRM Billing transfers billing due list items to billing document items and assigns these to the billing document headers. Therefore, billing documents (for example invoices, credit and debit memos) are created from items which come from a wide range of CRM Business Transactions.

„

Split criteria in billing document header data includes the billing unit, payer, bill-to-party, billing document type, billing date, and terms of payment. You can use the Billing Engine Framework metadata to add further fields as splitting criteria. Branch to this in Customizing for CRM Billing and choose SAP Implementation Guide → Customer Relationship Management → Billing → System Enhancements → Call Up BE Navigator. You can also influence the splitting criteria via the copying requirements. For this, choose SAP Implementation Guide → Customer Relationship Management → Billing → Define Copying Requirements

„

Delivery-related Billing: y In SAP CRM: Billing-relevance Delivery-Related CRM-Billing (F) for the item category y In SAP R/3: Billing-relevance Delivery-related invoices for CRM (Q) y SAP note 504730 describes the Subscription for document flow of delivery in R/3. y In the case of delivery-related CRM Billing, the billing status is changed in R/3 Delivery and the CRM billing document is updated in the SD document flow

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Output Processing

Transaction

Delivery

Input Processing

Billing Due List

Billing

Billing Documents

Output Processing

Output

printer, mail, etc.

Transfer

SAP FI/CO

Extract Connect

External Data

SAP BW Other Appl.

Is automatically triggered when saving the billing document Transfer to mySAP Financials can be postponed Transfer to SAP BW can be deactivated Flexible output processing via actions Creation of XML (XIF adapter) is optional

 SAP AG 2004

„

Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data and is split into the following processes: y Output of invoicing documents through different output media (for example, printer, fax, e-mail or external output management systems) y Transfer of billing data to a range of SAP R/3 accounting applications y Provision for the SAP Business Information Warehouse (SAP BW) y Connection of any non-SAP applications to the external interface of CRM Billing – You can find more information about connection under Interfaces for connecting to external systems.

„

CRM Billing enables invoice output through the following output media: Printer, Fax, E-mail, Optical Archiving, External printing channels (Pickup through CRM Billing XML Interface).

„

The SmartForm processes the invoice in the layout you require. The formation of a specific invoice depends on the billing type (for example invoices, credit or debit memos as well as cancellation documents) of the corresponding action. You can tailor the invoice forms in Customizing for CRM Billing to company and branch specific requirements using the corresponding settings.

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CRM Billing: Native Customizing

CRM Billing native customizing „ Billing unit „ Number ranges „ Billing types „ Item categories „ Item category determination

 SAP AG 2004

„

To be able to completely use CRM Billing, you must maintain all activities that are in the Implementation Guide under the Billing node. For this, in IMG choose (SPRO) → CRM → Billing.

„

Under Billing, you should make the following settings in any case: y Define the services used in CRM Billing, including in particular price determination and partner processing y Define the number ranges for unique number assignment y Define the billing unit in the organizational plan of CRM and define the billing types y Define item categories for CRM Billing and define item category determination y Define the interface to financial accounting (if necessary)

„

Under Number Ranges, you should make the following settings for number ranges in Billing: y Define Number Range for Billing Documents: Here you define new or existing number range intervals for billing documents. y Define Number Range for Collective Runs: Here you reset and transport number range intervals for collective processing runs.

„

Under Item Categories, you define the item categories for CRM Billing. The item category determines the properties and characteristics of billing due list items and billing items (normal service items, and credit/debit memo items, for example).The item category attributes determine how the system behaves during input processing and billing.

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CRM Billing: Service-related Customizing

Service-related Customizing „ Partner processing „ Text processing „ Pricing „ Post Processing Framework

Integration-related Customizing „ Cross-System assignment of organizational units „ mySAP Financials „ CRM item category invoice relevancy

 SAP AG 2004

„

Under Billing Types, you define billing types for CRM Billing. A billing type specifies the characteristics and properties of a billing document (an invoice, credit memo or debit memo, for example). The billing type attributes determine how the system behaves during billing.

„

Under Item Category Determination, you make settings for item category determination in CRM Billing. Item Category Determination is used to define the item category for CRM Billing from data on CRM business transactions. There are two possible ways of doing this: y In the activity Assign Item Category, you can assign the item category for CRM Billing to a specific combination of transaction type (process type of source application) and an item category of the relevant CRM business transaction. y If the standard setting shown in the figure is not sufficient for your business scenario, you can use Advanced Item Category Determination to determine the item category for CRM Billing more flexibly.

„

Under Service-related Customizing, you make settings for the services used by CRM Billing: pricing, partner processing, text processing, and action processing. You make Customizing settings for the first three of these services under Customer Relationship Management → Basic Functions. You can define the settings for actions in CRM Billing directly in Customer Relationship Management → Billing.

„

Under Integration-related Customizing, you make settings for integrating Billing with accounting applications. Settings regarding document types, accounts and tax codes for accounting documents are made here.

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CRM Billing: Related Customizing in CRM Transactions Related Customizing in CRM transactions „ Transactions → Item Categories ‹

Relevance for Billing

 SAP AG 2004

„

In CRM Business Transaction Customizing, you must specify the billing relevance of the item categories (for example, Service Contract Item, Credit memo, Debit memo) to the Business Transaction categories (for example, Sales, Sales Contract, Service, Service Contract) assigned to them. Here the following settings are possible: y Not relevant for billing: The transaction is not relevant for billing (example: item for a free-of-charge delivery or quotation). y Relevant for external billing: Billing is controlled in the SAP R/3 system or another external system. y Relevant for transaction-related billing after release of the contract: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity if the transaction (as a rule, a contract) is released. y Relevant for transaction-related billing according to delivery quantity: In the SAP CRM system, CRM Billing is started for a transaction for billing the cumulated delivery quantity (the delivery in the SAP R/3 system returns the delivery quantity to the CRM transaction). Caution: In this case, you should make sure that the corresponding item category in the SAP R/3 system is set to not relevant for billing. y Relevant for transaction-related billing: In the SAP CRM system, CRM Billing is started for a transaction for billing the order quantity.

© SAP AG

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Billing Documents – People-Centric User Interface

 SAP AG 2004

„

The billing clerk (Portal role com.sap.pct.crm.BillingClerk) moderates the entire procedure for billing document processing, that is, the processing of invoices, credit memos, debit memos and cancellation documents. He is responsible for insuring that the invoices are correct and complete.

„

The billing clerk carries out the following tasks: y Entering and processing of invoices, credit memos and debit memos (online and in background processing) y Invoice verification y Creation of invoice lists, lists for credit memos and rebate agreements y Creation of lists for sales orders blocked for billing y Release of sales orders blocked for billing y Settlement of rebate agreements

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Billing: Unit Summary You are now able to: „ Explain the mySAP CRM Billing process „ List the master data required for mySAP CRM Billing „ Make the necessary customizing settings to set up mySAP CRM Billing

 SAP AG 2004

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Appendix: Course Outline Units 1.

Overview of CRM Server Technology and User Interfaces

6.

Transactional Processing

2.

Business Partner

7.

Activity Management

3.

Organizational Management

8.

Partner Processing

4.

Territory Management

9.

Actions

5.

Product Master

10. Billing Appendix

 SAP AG 2004

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Appendix

Base Customizing CRM Middleware People-Centric CRM

 SAP AG 2004

© SAP AG

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Address Determination

Standard address

BP Addresses Address 1 BP

Address Types Correspondence address

Address 2 Delivery address Address 3 Application

Transaction Send letter Send reminder

Application program

Deliver goods

Customizing

Control

Standarduse useof ofaddress address Standard

 SAP AG 2004

Through Customizing, you can ensure that the different addresses of a business partner are determined correctly by the system for the different partner functions in a business process (for example, send invoice to bill-to address). In the Business Partner master, you enter the different addresses of the business partner. One address is marked as the standard address. You can assign the addresses to different address types (address usages), which you predefined in the Customizing. Several addresses can be assigned to the same address type, but only one is marked as the standard address.

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Customizing for Address Determination SAP Business Partner – Address Determination Define Transactions Define Address Types

Assign Transaction to Address Type

CRM – Partner Determination Procedure Enter Address Transaction for Partner Function in Procedure

 SAP AG 2004

SAP Reference IMG: Cross-Application Components → SAP Business Partner → Business Partner → Basic Settings → Address determination and so on. CRM → Basic Functions → Partner Processing → Define Partner Determination Procedure

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Maintenance of International Address Versions

Enhancement of existing functions Maintenance of international address versions for Organizations Persons Groups Contact Persons

Definition of international address versions in the Customizing Additional maintenance for name and name-dependent attributes Maintenance of international address versions started from the detailed address view Print preview for international address versions

 SAP AG 2004

The worldwide use of SAP software requires the use of many different fonts. International address versions (or versions for short) are an attribute of Business Address Services that enable addresses to be printed in different fonts depending on the country. In this context, the term different fonts does not refer to special country-specific letters or symbols within a character set, such as vowels with umlauts in German and vowels with accents in French, but rather fonts that consist of their own character sets. When printing addresses, note that the font of the addresses to be printed is not determined by the current logon language or the logon language at the time of address creation. International address versions enable the same address to be printed in different fonts (or versions), depending on certain parameters. A Japanese address is to be printed in Kanji (Chinese characters) if the sending company is also in Japan, or in international font if the sending company is not in Japan. See also SAP Note 316331 about international address versions.

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Ensuring Data Correctness and Consistency

Duplicate check Standardized interface for integration of 3rd party or customerspecific tools

Postal validation for addresses Check against R/3 Regional Structure Standardized interface for integration of 3rd party or customerspecific tools

Check on bank details Archiving Predefined values and/or check tables for certain fields

 SAP AG 2004

In Business Address Services, interfaces for partner products are provided for the attachment of tools for duplicate check and error tolerant searches. The prerequisite for the duplicate check is that a solution of a third-party provider is used and the implementations for the Business-Add-Ins ADDRESS_UPDATE and ADDRESS_SEARCH are active (transaction SE19). You can customize postal validation. You can maintain a separate post-customizing for each country. The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: The business partner is a reference business partner. The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. The business partner is an active organizational unit. Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. An Internet user exists.

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Business Partner Data Cleansing

In Data Cleansing, the following happens: Identified duplicates can be brought together with the dependent data and objects. All dependent data and objects can be presented graphically in a tree structure. After data cleansing, the duplicate can be archived automatically.

Benefits Reduced data redundancy Improved quality of data

 SAP AG 2004

Integration: Before data cleansing can be carried out, the redundant data must be determined in the system. The following possibilities for duplicate recognition exist: External search engine – The Business Address Services (BAS) provide an interface for integrating any necessary external software such as a search engine. Customer-owned programs Services from data providers to search your data for possible duplicates In individual cases you can find potential business partner duplicates in the hit list of the business partner search. Prerequisites: Redundant data records must have been determined in the system. To use the Business Address Services interface, make the following settings in Customizing: In the IMG, choose Basis → Basis Services → Address Management → Activate Duplicate Check Index Pools. Perform the following system settings in the SAP Business Partner IMG: Choose Cross-Application Components → SAP Business Partner → Data Cleansing → Maintain Number Ranges / Define Priorities / Activate Data Cleansing. © SAP AG

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Business Partner Archiving Procedure

Phase 1 Selection Checking Setting of system status to ARCR

Phase 2

Phase 3

Writing of data to the archive (all data records with status ARCR)

Checking of archived data Deletion from database

 SAP AG 2004

The archiving flag (BUT000-XDELE) is set manually or via a BAPI. Data dependency test: The business partner cannot be archived when the following statements are true: The business partner is a reference business partner. The business partner is being used in a business transaction (for example, in an activity, opportunity, sales order, lead). Business transactions must first be archived. The business partner is an active organizational unit. Relationships to a product exist (for example, customer order number): Partner/product ranges must first be archived. An Internet user exists. Phases 2 and 3 of the archiving process must be initiated directly in the Archive Development Kit (ADK). The phase 1 tasks can be completed by periodic collective processing. Status ARCR stands for archivable.

© SAP AG

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Product Master Data Exchange SAP R/3 – CRM

Preliminary Steps Carry out the complete Customizing Download Product-relevant customizing object: DNL_CUST_PROD1 SAP R/3 material types

→ CRM basis hierarchy: R3PRODSTYP

SAP R/3 material groups

→ CRM basis hierarchy: R3MATCLASS

SAP R/3 product hierarchies → CRM basis hierarchy: R3PRODHIER

Carry out Initial Download Business object: MATERIAL

Ongoing Automatic Delta Download when changing material master data

Setup and Download guide

 SAP AG 2004

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Archiving – Business Transactions

The following document types can be archived: Activities Sales orders Sales contracts Opportunities Service orders Service contracts Complaints Confirmations Leads

 SAP AG 2004

You can archive business transactions that were created in the CRM system. The associated data is copied to external archive files and then deleted from the database.

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Search for Archived Documents in People-Centric UI In the People-Centric user interface, you can search for archived documents and display them.

 SAP AG 2004

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Date Management Date Management enables you to process as many dates as you require in a document Examples of Date Types in Business Transactions: Date type:

Date rule:

Activity

Planned date: Actual date:

Current date

Sales Contract

Contract start: Validity period: Contract end: Call customer:

Current date 1 year Contract start + validity period Contract end – 2 weeks

 SAP AG 2004

Date management enables you to process as many dates as you wish in a transaction. It is used, for example, in contracts (for cancellations date, run times), activities (total duration of an activity), and quotations (valid to date). You can use date management in any other transaction types. You define specific dates, or the system can calculate dates using date types, durations and date rules. In the date profile, the system controls which reference objects, durations, date types, and date rules can be used in a specific transaction type. The date profile controls which reference objects, time duration, date types, and date rules can be used in a specific transaction type.

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Dates in Business Transactions – SAP GUI

Date type

Date rule

 SAP AG 2004

© SAP AG

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Date Profile

Transaction type

Item category

Date profile: Which date types can I use? Which durations are included? What attributes have been given to the dates and durations? How are the dates determined (date rules)? Where do the dates and durations appear in the document?

 SAP AG 2004

Date types are descriptions of business transaction dates, for example, start of contract, end of contract, date of signature. Duration is the period between two points in time, which consists of a number value and a time unit to be defined. Date rules for calculating times are defined in XML.

© SAP AG

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Appendix

Base Customizing CRM Middleware People Centric CRM

 SAP AG 2004

© SAP AG

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System Landscape: Data Containers Used

Mobile Clients

Other Systems

XML Files, IDocs, SOAP, or ASCII Files

Data Extracts / Excel Workbooks

BDoc Messages

BW

CRM Middleware

CRM Server Communication Station

Direct Access via BAPIs

SAP R/3 System  SAP AG 2004

BDoc messages serve as data containers on the CRM Server and between the CRM Server and the Mobile Clients. Data from SAP R/3 systems and other systems are received via BAPIs, XML files, Idocs or ASCII files. This data is mapped to fill BDocs for further distribution. Several layers can be distinguished to technically enable the data transfer between the systems involved: The TCP/IP transfer protocol is usually used on the network. Remote Function Calls (RFCs) or the File Transfer Protocol (ftp) provide data. BDocs, IDocs, XML messages or ASCII flat files contain the actual data.

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CRM and Mobile Clients

Other Systems BW Communication Station

CRM Enterprise

CRM Middleware

Mobile Clients

SAP R/3 System

Access CRM data offline, update CRM data in online sessions Contain the application software for Mobile Sales and Mobile Service Are linked by a Communication Station to the CRM Server  SAP AG 2004

The Mobile Sales and Mobile Service components of CRM support a company’s mobile sales force and mobile service engineers respectively, providing full access to all the necessary data on laptop computers. This data is kept up to date by regular data exchange using the CRM middleware. CRM Mobile Sales and Service users carry a PC application including a local database on their laptops. They connect to the CRM Server from time to time via phone or network to exchange data accumulated and stored in queues at both ends. This connection is established via a communication station. The Mobile Sales or Mobile Service client contains the entire application software needed for offline data entry and processing including the Transaction Layer (TL) and the middleware for data exchange and communication with the CRM Server. It also contains a local database. For details about using the CRM middleware to connect with and exchange data with Mobile Clients, consider the course TACRM5 Mobile Sales + Service.

© SAP AG

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Messaging BDoc – Messaging Flow Inbound Queues

Inbound Queues

R/3 Adapter mBDoc

XIF Adapter mBDoc

Inbound Queues Inbound Adapter (Mobile Clients) sBDoc* Mapping Service

Messaging Flow

mBDoc CRM Service (Validation)

CRM DB

Replication Service mBDoc Outbound Adapter

Outbound Adapter

R/3 Adapter BAPI Outboundstructures Queues

sBDoc* SynchFlow

XIF Adapter Outbound Queues

Mobile Bridge

XML / IDocs

Outbound Queues

 SAP AG 2004

Inbound mBDocs may be the result of a load from an external system or a mapping of synchronization BDocs to messaging BDocs. They are then passed to the validation service in the CRM Server. The validation service checks (validates) the contents of a BDoc. If the BDoc implies a suitable action, the validation service also does the processing of the data (similar to a BAPI). Generally, the call to a validation service that is not rejected results in an outbound processing. Outbound processing is started by the application whenever an application object is changed. A messaging flow dispatches a change notification to interested components (consumers). Receiver determination is done by simple intelligent replication. If a corresponding mobile scenario is used, the mobile bridge is invoked. The mobile bridge produces one or more sBDocs for one mBDoc. The inbound adapter (Mobile Clients) triggers the BDoc flow, while the flow starting at the R/3 adapter or the XIF adapter is triggered by the CRM Server applications. Both the R/3 adapter and the XIF adapter perform also the mapping from external formats to BDoc format. The outbound adapter is a generic adapter, which calls the receiving sites based on the site types and the receiver list. The adapters and services shown in the figure form part of the Middleware Broker functionality. The Connection Handler on the Mobile Clients disposes of other inbound and outbound adapters.

© SAP AG

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Synchronization BDocs – Synchronization Flow

sBDoc

Inbound Queue

Synchronization Flow

Inbound Adapter Mapping Service / Messaging Flow Mobile Bridge mBDoc (Validation, Replication) sBDoc CDB Service

CDB

Replication and Realignment Service Outbound Adapter Outbound Queues

 SAP AG 2004

The main tasks of a synchronization flow are storing data in the CDB (CDB service) and the realignment (synchronization) of data with mobile clients (R&R service → Outbound Adapter → Outbound Queue → Mobile Clients). An inbound sBDoc can be processed in two ways: If assigned to an mBDoc, it is (always) mapped to this mBDoc, which is then passed to messaging flow for validation in the CRM Server. If not assigned to an mBDoc, the sBDoc is (always) passed to synchronization BDoc outbound processing. Outbound processing can be in two ways: Initial load processing updates the CDB only. Notification (delta) processing takes place if the data distribution is active (table SMOFINICUS) and receiver determination, realignment, extract, and other processes need to run.

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The External Interface Adapter: XML/SOAP Channel

CRM Server CRM Middleware mBDoc

Messaging Flow

External Interface Adapter

CRM Application

SAP Exchange Infrastructure

XML

XML Messaging System

XML

SAP Business Connector

XML

XML/SOAP http

 SAP AG 2004

The figure shows a more detailed overview of SOAP/XML processing. SOAP/XML messages can be sent to XML messaging systems, which convert the XML into other XML schemata based on mapping rules and send these messages to other applications based on routing rules. For CRM – Business Connector communication, IDocs should be used. An IDoc transfer is quicker in comparison to SOAP/XML because, unlike an XML document, the IDoc document contains no metadata information (tags), therefore, the size of document sent down the line is substantially smaller in comparison.

© SAP AG

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The External Interface Adapter: ALE/IDoc Channel CRM Server

SAP Exchange Infrastructure (*)

CRM Middleware mBDoc

Messaging Flow

CRM Application

Flat file in IDoc format

File

External Interface Adapter

XML/SOAP

tRFC

XML

3rd Party ALE Converters

EDI/ IDOC

3rd Party ALE Messaging System

IDoc

EDI Subsystem

EDI

File

(*) Usage of the SAP Business Connector also possible  SAP AG 2004

The figure shows a more detailed overview of IDoc processing. IDocs can be used to send messages to the Business Connector where an IDoc XML document will be established and mapped to other XML schemata such as Rosetta Net, xCBL or the customer‘s own schemata. IDocs can be used to send messages to a flat file. IDocs can be used to send messages to an ALE converter where IDocs are mapped to standardized message formats (EDI communication). IDocs can be used to send messages to an ALE messaging system. In contrast to an ALE converter, the message handler will not perform any conversion or mapping but instead receives IDocs and sends them to applications for processing. IDocs can be used to send messages to an EDI subsystem. In contrast to an ALE converter, the EDI subsystem does not use direct program-to-program communication for transferring IDocs.

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Groupware Integration – Scenarios

CRM Activities ' Tasks and Appointments in Groupware CRM Business Partners and Accounts ' Contacts in Groupware Integration of CRM Workforce Management with Groupware Assignment of demand and resources ' Tasks and Appointments in GW Resource availability in WF deployment scenarios ‡ Appointment in GW

Online Groupware & Clients Offline

Groupware Server

SAP CRM Server

 SAP AG 2004

Groupware benefits: Groupware solutions are used in almost every company. Users are familiar with groupware clients. Integration between the CRM Server and the groupware server is transparent to the users. Data is exchanged in real time. CRM data can be accessed from the groupware client, for example, Microsoft Outlook or Lotus Notes, on different devices, such as a PC, a laptop computer or a personal digital assistant (PDA). Groupware features: Real-time data exchange between CRM Server applications and a groupware server Support of Microsoft Exchange 2000 and Lotus Domino 5.0X CRM business partners and accounts are visible as contacts in groupware CRM activities are represented as tasks or appointments in groupware

© SAP AG

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Groupware Integration – Architecture CRM Server

Groupware Server

Business Partners

CRM Middleware SAP Groupware Adapter Message Transformation

SAP Groupware Connector Activities

XML

XML

vCard/iCalendar

BDoc msg.

BDoc msg.

SAP Groupware Adapter transforms the BDoc message into a vCard or iCalendar object in XML format Data enrichment and data reduction capabilities SAP Groupware Connector transforms SOAP XML messages into proprietary API of the Groupware Server  SAP AG 2004

Groupware integration is achieved by a set of Groupware Adapters and Groupware Connectors. The SAP Groupware Adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. BDoc messages are transformed to standard groupware formats such as iCalendar and vCard via a generic groupware adapter using a sophisticated XSLT mapping framework. This framework is known as The MapBox. Predefined mappings are delivered for groupware integration. SAP Groupware Connectors external to the CRM server perform the message synchronization between the CRM server and the groupware server. Message transfer is performed using a reliable and open messaging interface based on XML-SOAP. The standard groupware object formats are transformed to proprietary groupware object formats.

© SAP AG

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Integration CRM – Business Information Warehouse

Extract of CRM Business Objects

CRM System

CRM Middleware BDoc Flow

BDoc

BW Adapter

SAP BW System

Download of Solution Workbooks

Replication of Solution Workbooks

 SAP AG 2004

The Middleware Broker provides data to an SAP Business Information Warehouse (SAP BW) system and receives reports from an SAP BW system to replicate them to Mobile Clients. However, only the extract function is available in a pure CRM Server Applications scenario (without Mobile Clients) because CRM Server Applications users will have direct access to an SAP BW system. The load of Solution Workbooks to the CRM system and, consequently, to Mobile Clients, is covered in the course TACRM5 Mobile Sales + Service. The SAP BW is linked to the CRM Server partly by the Middleware Broker, partly by direct RFCs and BAPIs. The BW adapter extracts data from the SAP Business Information Warehouse (SAP BW) for the following BDoc types: Sales orders, opportunities, leads, activities, contracts, billing documents (mBDoc types) One single sBDoc: Chemical Market Potentials. Further customer-defined extractions of sBDocs without using a messaging flow are possible. Product and campaign master data, which is not handled by the CRM middleware By default, changes to master data by a CRM Server Application always trigger a BDoc flow. However, the BW adapter does not use this BDoc flow for product data or campaign master data but receives the data from the application directly to put those data in a DataSource structure into the outbound queue where it is pulled by the SAP BW system using scheduled requests.

© SAP AG

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Appendix

Base Customizing CRM Middleware People-Centric CRM: Outlook

 SAP AG 2004

© SAP AG

TCRM10

11-25

Outlook: SAP EP 6.0 Highlights (1) Built for the enterprise Runs on the most powerful operating system such as major Unix flavors Delegated administration helps manage large-scale implementations SAP Enterprise Portal 6.0 is even more secure and scalable

Lowest TCO SAP EP 6.0 widens support for industry standards (JCA, SOAP, JAAS) SAP EP 6.0 improves ease of use for developers, administrators and end users Portal Content Studio enables code free development of portal pages Architecture consolidation makes the product easier to install and administer Flexible navigation layout supports virtually every design scenario

Future Proof SAP EP 6.0 is an evolution of the proven SAP EP 5.0 SAP maintains its vision leadership with new patents SAP EP 6.0 introduces innovative collaboration capabilities SAP continues to drive industry standards such as Web services  SAP AG 2004

Customer benefits from using the mySAP Enterprise Portals solution Improved business efficiency Enhanced quality of business relationships Maximized value of the business Improving business efficiency: The mySAP Enterprise Portals solution unifies independent information systems into a single, seamless user experience. It allows users to receive notifications, research answers, and respond to business events – all without leaving the portal. The portal acts as the single point of access for heterogeneous business applications and collaboration, providing all the information and tools needed for every user community within the enterprise. This enables users to accomplish more in less time, increases business efficiency, boosts productivity and ultimately results in more satisfied employees, partners and customers Boost business. Enhancing the quality of your business relationships. With state-of-the-art collaboration and unique unification capabilities, the mySAP Enterprise Portal allows users to continuously improve the quality of their business relationships. By enabling employees, customers, and partners to share information and work seamlessly across departments and application silos, the portal eliminates traditional enterprise boundaries that impeded efficiency and productivity. This enables the enterprise to fully maximize its resources and assets, resulting in improved innovation and product and service quality.

© SAP AG

TCRM10

11-26

Outlook: SAP EP 6.0 Highlights (2) End-user support Highly adaptive layout and navigation scheme Five tiers of personalization (role, theme, page, iView, iView content) Accessibility support

Administrator support Portal Content Studio as integrated administration framework Portal Catalog for managing all portal objects in one place Integrated monitoring and managing of all components

Enhanced Portal Development Kit Standard Java development environment Integrated Connectivity Framework and Unification Web services support integrated into the connectivity framework

 SAP AG 2004

Maximizing the value of your business: The mySAP Enterprise Portal helps the enterprise fully leverage its assets to create immediate results and long-term ROI. Through unification, the portal provides unprecedented access to information across all enterprise systems. This empowers all employees, partners, and customers to act quickly while ensuring that everyone remains aligned with the enterprise’s strategy and goals. In this way, the mySAP Enterprise Portal helps manage costs, improve productivity and optimize revenue for greater profitability. By enabling the entire business to collaborate and make well informed business decisions, the portal allows an enterprise to implement new approaches to driving value and achieving success.

© SAP AG

TCRM10

11-27

Outlook: SAP EP 6.0 Highlights (3) Wide Platform Support Support wide range of operating systems such as Unix and Windows Broad support for existing IT landscape (LDAP, Web servers) Support for 20 languages (including Asian languages)

Architecture Consolidation Modular components and Web services based on remote access (SOAP) Consolidation results in performance improvement Fully leverages SAP J2EE engine capabilities

Even more scalable Support for federated portals Comprehensive support for external portals

Compatibility Smooth migration from 5.0 to 6.0  SAP AG 2004

© SAP AG

TCRM10

11-28

Outlook: SAP EP 6.0 Highlights (4) More intuitive navigation Flexible navigation layout offers a variety of options for user experiences Drag & Relate is merged with Portal navigation Powerful navigation iViews such as see also, targets

Portal View Role-based navigation scheme and look and feel

Accessibility Accessibility Support

 SAP AG 2004

© SAP AG

TCRM10

11-29

Outlook: User Management New Features Web-based user administration Self-registration for end users User can create account in the portal Workflow for approval of registration request by administrator*

Password management and policies Configurable expiration dates Initial passwords and change at first logon Limit of failed logon attempts

Flexible user persistence layer LDAP directory, database or SAP system as user store

 SAP AG 2004

© SAP AG

TCRM10

11-30

Outlook: User Management – Logon and User Self-Registration

Welcome Screen (Form Based Logon)

User SelfRegistration

 SAP AG 2004

© SAP AG

TCRM10

11-31

Outlook: User Management – Creating a New User

Creating a New User

 SAP AG 2004

© SAP AG

TCRM10

11-32

Outlook: User Management – Architecture Portal Server

• LDAP Directory User Persistence •• Database SAP System Store

Portal Database UM Instance

Basic user data Basic group data User → group assignment

Store portalspecific data

PCD Instance

User/group → role assignment

User roles (metadata)

User mapping (for SSO purposes)

Content → role assignment User’s personalization data

 SAP AG 2004

© SAP AG

TCRM10

11-33

Outlook: User Management – Permission Editor

Delegated Admin: Defining the Admin Authorizations for a Portal Content Object (here: Page)

 SAP AG 2004

© SAP AG

TCRM10

11-34

Outlook: Administration Improvements Delegated administration Multiple predefined administration roles (such as system admin, content manager, developer) Customizable admin roles Each Portal Catalog object can be delegated to a sub group Portal Catalog

New Portal Catalog Central structure for storing and organizing all portal objects (for example, iViews, pages, roles, worksets, connectors)

Improved Administration tools Transport capabilities for entire Portal Catalog including version control Improved backup and restore Comprehensive auditing and monitoring

Even more secure Support for multiple user directories at once

Delegated admin

Java-based pluggable authentication model (JAAS) User self-registration is integral part of user management  SAP AG 2004

© SAP AG

TCRM10

11-35

Outlook: Delegated Administration

SAP delivers administrations roles Super Admin (including all admin roles) System Admin Content Admin User Admin These roles can be customized by customers Delegation of objects on the Portal catalog All admin authorizations Read admin authorization Write admin authorizations None admin authorizations

 SAP AG 2004

© SAP AG

TCRM10

11-36

Outlook: Portal Content Studio – Portal Catalog

Portal Catalog

 SAP AG 2004

© SAP AG

TCRM10

11-37

Outlook: Portal Content Studio

Tools of the Portal Content Studio iView Editor Role Editor Page Editor Workset and Role Editor Layout Editor Goals of the Portal Content Studio Code-free development of portal content Mass creation of high quality content with lower cost Targeted for content experts, content managers

 SAP AG 2004

© SAP AG

TCRM10

11-38

Outlook: Portal Content Studio – Creating Content (1)

Editing Content by Right-Clicking for Menu of Options

 SAP AG 2004

© SAP AG

TCRM10

11-39

Outlook: Portal Content Studio – Creating Content (2)

Relevant Editors

Page Content List

Attributes

 SAP AG 2004

© SAP AG

TCRM10

11-40

Section: Case Study

Case Study

 SAP AG 2004

© SAP AG

TCRM10

12-1

Section: Review / Certification Preparation

Review / Certifikation Preparation

 SAP AG 2004

© SAP AG

TCRM10

Review /CP-1