SAP CRM on-premise was SAP’s widely adopted CRM offering. This solution is being used by thousands of companies throughout the world across a variety of industries in the areas of Sales, Service, Marketing and Interaction Center. However, the software industry has moved towards Cloud and SaaS offerings in the last few years. SAP has launched their own cloud offerings like SAP S/4HANA for ERP, SAP C/4HANA for Pre-Sales/Customer Service/Field Service/Commerce, SuccessFactors for HR etc. They have also developed SAP S/4HANA for Customer Management offering that will enable migration of SAP CRM customers to this solution for their back-office operations. With the tremendous success of SAP S/4HANA in the customer digital transformation journey, SAP has embedded the SAP CRM solution into SAP S/4HANA that reduces landscape complexity significantly and consolidates back-office capabilities. SAP S/4HANA for Customer Management is an add-on to SAP S/4HANA. This solution enables you to manage your customer relationships for Sales, Interaction Center and Service business processes, eliminates data exchange issues of SAP CRM, and leverage the functionality of new cloud-based S/4HANA solution. In this webinar, we shared S/4HANA Customer Management, S/4HANA Customer Management Architecture, its roadmap, an overview of migration from SAP CRM, as well as the obstacles on the road to S/4HANA. Recorded webinar : http://bit.ly/2GzEgay

1. Accrete Solutions 1

2. ➢ SAP S/4 HANA Customer Management (CM) and SAP C/4HANA
➢ S/4HANA Customer Management (CM) Architecture
➢ S/4HANA CM Data Model and User Interface
➢ SAP S/4HANA Field Service Demo
➢ S/4HANA CM Migration Strategy
➢ SAP Roadmap for S/4HANA CM
➢ Questions

3. SAP’s CRM Offerings
Accrete Solutions 3

4. SAP C/4HANA Overview
4
SAP MARKETING
CLOUD
• Consumer and customer
profiling
• Marketing Planning
• Marketing assets and
collaboration
• Marketing automation
• Marketing
measurement and
optimization
• Loyalty management
SAP COMMERCE
CLOUD
• Commerce experience
channels
• Commerce
management
• Product content
management
• Order management
SAP SALES CLOUD
• Lead*
• Opportunity and Sales
Support*
• Configure, Price, Quote*
• Sales planning and
performance
management
• Partner channel sales
• Customer master data
management*
• Order and Contract**
• Billing and invoicing**
SAP SERVICE CLOUD
• Self-service
• Omnichannel
engagement*
• Service management*
• Field Service
• Customer feedback
• Analytics
• Service operations
SAP CUSTOMER DATA
CLOUD
• Customer identity
management
• Enterprise preference
and consent
management
• Customer profile
management
Marketing Commerce Sales Service Customer
Data
* Related capabilities in SAP S/4HANA for Customer Management, as on-premise alternative
** Related capabilities in SAP Sales Cloud, as a cloud alternative

5. What is S/4 HANA for Customer
Management?
• SAP S/4HANA for customer management, an add-on on SAP
S/4HANA for On-Premise solution for Sales, Service and
Interaction Center
• Integrates seamlessly with SAP S/4HANA and draws on the same
data model as SAP S/4HANA
• Utilizes S/4HANA components such as Pricing and Billing instead
of IPC and CRM Billing
• No TREX/JAVA
• Eliminates middleware
• Improved performance
• Dedicated business applications and its own business object and
generic interaction layers
• UI has been harmonized with the visual appearance of SAP
S/4HANA Fiori theme
• Architecture based on existing SAP CRM on premise solution
• Optimize CRM One Order framework for HANA DB
S/4HANA
Customer Management
Addon
SAP HANA Database
S/4HANA DB
Schema
CRM
Tables

6. S/4HANA for CM and C/4HANA Comparison
S/4HANA for Customer Management C/4 HANA
Type of offering On-premise add-on to S/4HANA. Cloud based S/4HANA CM is also
available.
C/4HANA is SAP’s new branding for its umbrella of
cloud-based customer experience solutions including
Sales/Service/Commerce/Customer/Marketing cloud
UI S/4HANA CM UI is based on SAP CRM Web Client UI.
A new theme Belize is used for similar look and feel as the native
Fiori application.
Sales/Service Cloud front end is based on SAP UI
Designer. Marketing Cloud front end is based on SAP
UI5. Commerce Cloud front end is based on dynamically
created html pages from JSP and Eclipse is used as a
development tool. UI extensions is used in Marketing
Cloud.
Integration with S/4HANA No middleware Integration with S/4HANA can be done using CPI and PI.
Out of the box integration scenarios are provided by
the SAP.
Third party integration There is limited out-of-the-box Web services and Odata services
in S/4HANA CM yet. Web Services or OData services can be
created during implementation. XIF Adapter can also be used to
integrate S/4HANA CM with third party systems.
SAP C/4HANA has a rich set of out of the box
integration scenarios for master and transaction data
can be configured.
Standard object
extensibility
Field extensibility in S/4HANA CM is performed via an SAP Fiori
app on SAP S/4HANA: the Custom Fields and Logic app.
Table extensibility in S/4HANA CM is done by AET table
extensibility concept.
Sales/Service Cloud uses Key User Tool for creating
custom fields in standard objects. Uses Rule editor.
Custom fields are created using the "custom fields and
logic" application for Marketing.

7. S/4HANA for Customer Management C/4 HANA
Backend Development Tool Web UI and ABAP Development is used SAP Cloud Application Studio is used for SAP
Sales/Service Cloud. SAP Commerce cloud development
is done in JAVA using Eclipse.
Target customers Good fit for customers who are:
✓ Using SAP ERP but are not yet using any features of
SAP CRM
✓ Want the option to consolidate SAP ERP and SAP CRM
✓ New CRM customer with limited CRM functionalities
but are not yet ready for the C/4HANA
✓ Customers who have SAP CS and want to migrate to
SAP S/4HANA
Works well for customers:
✓ Who prefer cloud-based applications, particularly if
planning to transition to SAP S/4HANA Cloud.
✓ Want to keep back-office functionality on-premise
(e.g., SAP S/4HANA) but migrate front-office,
customer-facing applications to the cloud
✓ Want to implement Commerce, Marketing and mobile
Field Service/Crowd Service
Database Add-on only runs on SAP S/4HANA and uses HANA
database. and cannot be installed on other SAP HANA
products such as SAP Business Suite powered by SAP
HANA
C/4HANA family of products run on SAP HANA database
S/4HANA for CM and C/4HANA Comparison (cont’d)

8. SAP Fiori Launchpad
S/4HANA Core App SAP CRM Business Role
SAP S/4HANA
SAP Hana Database
SAP S/4 for customer management (Add-on)
Web Client UI
Business Object Layer & Generic Interaction Layer (BOL/GENIL)
S/4HANA CM Applications
Service
Interaction
Center
Sales
Pricing Billing
Master Data
Product
Business
Partner
Org.
Model
Equipment
Contract
Account
S/4HANA CM Architecture
S
A
P
P
O
/
C
P
I
Non-SAP
Apps
SAP
Apps
SAP
Cloud
Apps
Utilities

9. ➢ UI framework used in S/4HANA for Customer
Management is similar to the SAP CRM
Organizational model, BOL objects and APIs
➢ Data model is coherent with S/4HANA
database
➢ Master data is the same for all applications
like products, business partner,
organizational management and equipment
➢ Structured simply, it reduces the data
footprint
➢ Seamless processes and no duplicity of the
objects
➢ Common tables between SAP CRM and
S/4HANA are replaced with S/4HANA tables
e.g. Payment Terms
SAP S/4HANA for customer management SAP CRM
Business Partner Business Partner
Material Product
Equipment IObject
Functional location IBase
SD Pricing IPC, TTE for CRM Pricing
ABAP routines for pricing requirement Java routines for pricing requirement
S/4HANA CM - Data Model Overview
SAP Business Objects

10. ➢ The classical SAP CRM handled the data basically grouped into Header CRMD_ORDERADM_H and items
CRMD_ORDERADM_I
➢ The header and item relationship is 1:n and transaction data are distributed among many tables. Such
relationship is maintained by table CRMD_LINK
ORDERADM_H
ORDERADM_I
SERVICE_H
ACTIVITY_H
PRODUCT_I
PRICING_I
SERVICE_I
….
CRMD_LINK
H1-S1
H1-P1
I1-S1
I1-P1
SHIPPING
PARTNER
SALES
SAP CRM - Data Model

11. ➢ SAP S/4HANA uses a new data modelling infrastructure known as CDS (Core Data services)
➢ All order header level data is stored in CRMS4D_SERV_H (See below diagram). Item level data is stored in a
sole table CRMS4D_SERV_I
➢ CDS view sits on top of such flattened table, hence it reduces the joins among database tables to the highest
degree
S/4HANA CM – Data Model

12. Service Request
Service Quotation
Service Order
‘Release’ Service
Order
Service Order
Template
Sales Item
Service Spare item,
Service
• Sales Order
• Delivery
• PGI
• Material
Reservation
• Purchase
Requisition
• Purchase Order
• Internal Order
“Complete” Service
Order
Update
Internal order
Invoice (SD
Billing)
Accounting
SAP S/4HANA
Sales Order
Service
Confirmation
Release Service
items for billing
Billing Request
CATS
Good
Movement
SAP S/4HANA
S/4HANA CM Service Process - Demo

13. S/4HANA CM DEMO

14. ➢ Existing Customers - Upgrade ERP to S/4HANA, keep SAP CRM as a separate system and move CRM to
S/4HANA progressively (hybrid operation)
➢ New Customers can start their implementation directly in S/4HANA
➢ Master data migration – Use migration tools like S/4HANA migration cockpit or migration object modeler
➢ Customization – Manual task but comparable content and steps
➢ Custom code – Manual task but same framework.
➢ Transaction data – Migration tools are in roadmap for future releases
➢ Actual strategy should be case to case basis
➢ Future roadmaps include further scenarios from SAP CRM
SAP CRM Migration to SAP S/4HANA

15. ➢ Existing Customers – Analyze if the extent of changes can be met by S/4HANA service and migrate during
the initial migration to S/4HANA
➢ New customers should consider implementing S/4HANA Service directly
➢ The CS functionality is supported on S/4HANA as well, but it will be available only till 2025
➢ Master data migration – S/4HANA data can be re-used
➢ Custom code/Configuration – Needs to be redone manually
➢ Transactional data – Transactional data and data processing is different in S/4HANA
➢ Future roadmaps will cover the full CS functionality in S/4HANA Service
SAP CS Migration to SAP S/4HANA

16. SAP S/4HANA for CM Roadmap
• Replication – free &
harmonized master data
✓ Business partner
✓ Material, Equipment
• Multi-channel Customer
Interaction management
✓ Account & Contact
management
✓ Interaction center
• Service I
✓ Service request
✓ Service order
✓ Service confirmation
• UX Experience I
✓ Visual Harmonization
• Sales
✓ Activity + Sales
✓ Appointments + Calendar
✓ Lead + Opportunity
✓ Sales order entry in IC
• Service II
✓ Solution Quotation
management
• Master Data
✓ Configurable products
✓ Product bundles
• Service II
✓ Service contract
management
✓ Field service management
integration
✓ Leonardo integration for
ticket categorization
• UX Experience II
✓ Fiori roles
✓ Fiori shell integration
✓ Enterprise search
integration
• Service III
✓ Compliants
✓ Returns
✓ In-house repair
✓ Service order II
• Commercial Business
✓ Solution contract for
projects & products
✓ Service contract
management
S/4HANA 1709 FP01*
Add-on release date: 25
Feb. 2018
S/4HANA 1809*
Add-on release date: 4th
Oct. 2018
S/4HANA 1809 FPS01*
Add-on release date: 25
Feb. 2019
S/4HANA 1909
System consolidation
• Merge add-on into
S/4HANA core
Migration support
• AET table extensibility
• Hybrid deployment
Migration support
• Migration of service
master data
Current state of planning and maybe changed by SAP at any time without notice
Migration support
• Activities
• Contracts

17. 1
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18. Ashish Saxena
Vice President
Accrete Solutions
3350 Scott Blvd, Bldg 34A
Santa Clara, CA 95054
Email: ashish@acnsol.com
Phone: +1-425-785-1052
Website: www.acnsol.com
Linkedin: https://www.linkedin.com/in/ashishcrm
18
Sandeep Salaria
Technical Architect
Accrete Solutions
102A, HARTRON Technology Park
Plot 25A, Sector 18, Electronics City
Gurgaon-122001
Email: sandeeps@acnsol.com
Phone: +91 9717776296
Website: www.acnsol.com