1. Customer Relationship Management
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2. Introduction
Customer Relationship Management
(CRM) is the term given to the concepts
that a company employs to manage its
relationship with their customer.
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Customer Relationship Management
4. CRM Middleware overview
CRM manages the delivery of configurable business object data from
senders to multiple receivers.
Major Business benefits:
• Open architecture
• Efficient data distribution
• Built-in integration
• Role-based authorization concepts for administrators and developers.
• Sophisticated Error handling and Message tracking mechanisms.
mySAP CRM Solution Landscapes:
• mySAP CRM without and SAP R/3 back-end systems.
• mySAP CRM with SAP R/3 and non-SAP back-end systems.
• mySAP CRM without Mobile Sales Scenarios.
• mySAP CRM with or without SAP BW Integration.
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5. Components of CRM Middleware
CRM Middleware: Core component of CRM Server serves as a message router.
Consists of Flow control mechanisms and various adapters.
R/3 Plug-in: Enables exchange of data between an SAP R/3 system and the mySAP
solutions.
Communication Station: Provides secure communication between the CRM Server and
the Mobile Clients. Converts COM+ calls from the mobile clients to queued RFC calls
to CRM Server.
Connection Handler: Takes care of sending and receiving data from the CRM Server.
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6. Data Exchange - Overview
CRM Middleware controls the flow of messages centrally in the CRM Server.
• Converts and passes data on to the
recipients using Replication rules.
• Distributed to Sites in Asynchronous
mode to ensure data integrity and
consistency.
Typical connected Sites are :
• SAP R/3 back-end systems.
• SAP BW
• Non-SAP Systems
• Mobile client laptop computers
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7. 1. Interactive Learning at Learners convenience
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4. Customized Curriculum
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7. Support after Training
a. Resume Preparation
b. Certification Guidance
c. Interview assistance
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Customer Relationship Management
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Customer Relationship Management
