SAP CRM functional overview training

SAP CRM Functional Training
BY
KMR Software Services
http://www.kmrsoft.com
Email : info@kmrsoft.com / kmrss.sap@gmail.com
Ph: +91 9966003349
Skype : KMRSS.SAP
SAP Trainings by KMR Software Services Pvt Ltd.

INTRODUCTION TO SAP CRM

Module Objectives
 At the completion of this module you should be able
to:
 Understand What is CRM
 Understand how SAP CRM is interlinked with other systems
 Describe the capabilities of the SAP CRM system
 Understand the different modules of SAP CRM

Agenda
 What is CRM?
 SAP Business Suite
 CRM Architecture
 What all SAP CRM covers- CRM capabilities

Necessity is the mother of invention

8
CRM is a Business Strategy that aims to optimize Customer Interactions in
order to maximize the success of the business.
SAP CRM is a part of SAP Business Suite - It can be integrated with SCM,
PLM and SRM having R/3 as back end.
As we know Sales, Marketing and Service Departments of an Enterprise
interact
With the customers key processes in each Department can be mapped
in SAP CRM
These departments use following channels to interact with the customers
viz., Channel partners, Field, Interaction Centre and E-Commerce
What’s CRM?

9
SAP R/3 SAP CRM
SAP PLM
SAP SCM
SAP SRMVendors
Product &
Services
Customers
Operations &
Administrations
PLM: Product Lifecycle Management
SRM: Supplier Relationship
Management
SCM: Supply Chain Management
SAP Business Suite

10
Internet
Interaction Centre
(Telephony, E-mail)
Mobile Clients
(Laptop/ Handhelds)
SAP ECC
(Minimum R/3 3.1I)
SAP Portal
SAP APO
(Advanced Planner
& Optimizer)
SAP BW
(Business Warehouse)
CRM System
as logical box
Using CRM Middleware data exchange between SAP ECC and SAP CRM
is possible.
CRM Architecture

SAP CRM ARCHITECTURE

14
CRM Marketing
•CRM Sales
•CRM Service
•CRM Channel Management
•CRM Customer Interaction Centre
•CRM Analytics
•CRM Field Applications
•CRM E-Commerce
What all SAP CRM Covers?

15
CRM Marketing covers mainly……….
•Marketing Plan and Campaign Management
•External List Management
•Lead Management
•Market Segmentation
CRM Marketing

16
CRM Sales covers mainly………
•Account and Contact Management ( Business Partner and
Contact Person Information)
•Activity Management (Business activity and Tasks)
•Opportunity Management ( Sales Methodology)
•Quotation and Order Management.
•Contract Management.
CRM Sales

17
CRM Service covers mainly……
Service Order Processing ( service Order, Service Plan, Service Contract
and Billing)
•Case Management
•Complaint and Return Processing
With Case Management, customer-service representatives do not have to
search multiple data sources to determine the status of ongoing cases.
mySAP CRM enables service employees to consolidate and manage related
information on an ongoing basis in the form of a case.
A case combines service orders, sales orders, complaints, documents,
customers, partners, and activities that are related to each other.
CRM Service

COURSE CONTENT
1.ORGANIZATIONAL MODEL ,
2. ACCOUNT MANAGEMENT
3. PRODUCT MASTER
4. TRANSACTION PROCESSING
5. ACTIVITY MANAGEMENT
6. ACTIONS
7. PARTNER PROCESSING
8. PRICING
9. BILLING
10.MIDDLEWARE

COURSE CONTENTS (continued…)
12. MARKETING
13. SALES
14. SERVICE
15. INTERACTION CENTER

20
CRM and Internet Applications

21
With the Internet Sales and Internet Customer Self-Service application
components, Internet users can access the mySAP CRM solution to
configure and purchase products from published catalogs, or to request
a particular service.
The shipped, standard templates provide a ready-to-run solution, but
can also be adjusted to meet individual requirements.
CRM and Internet Applications

22
The Interaction Center supports various communication channels, such as
telephone, e-mail and fax, as well as Internet applications such as Call Me
Back, Co-Browsing, and Voice over Internet Protocol (VoIP).
CRM CIC Architecture

23
CRM CIC : WebClient

24
What CRM Analytics offers?
•Measuring
•Forecasting
•Plans and Optimizing
E.g.., Marketing Analytics, Sales analytics, Service analytics
With SAP BW’s comprehensive evaluation and navigation options, you
can measure the influence of your customer relations on the success of
your business, as well as the efficiency of individual actions.
CRM Analytics

How is SAP CRM configured ?
DATE MANAGEMENT

DATE MGMT TERMINOLOGIES & CONCEPTS
 Date type :A description of a date such as start of contract, end
of contract or date of signature
 Duration : A timeframe between two points in time that consists
of a number value and a time unit. The number value does not
have any defined meaning without the time unit. Different
durations, such as a second, a day, a month, or a year, cannot
simply be converted from one to the other. The duration always
has a local reference, that is, it has a reference object via which
the time zone and the calendar can be determined.
 Date Rule : A method for calculating times.This calculation can
depend on other times, durations, and reference objects.
 Date rules have a version management. This makes sure that
date rules used in transactions that are not yet completed, can
remain unchanged. You can create a new version from these
date rules, which is valid as of the creation date.
 Requirements: XML knowledge is necessary in order to work with
the rule editor.

 Reference object : You can use the reference object to control which time zone and which
factory calendar the dates and durations refer to. Instead of automatically using the time
zone and calendar of the user or of the system, you can set the system to use another time
zone when calculating the dates, namely that of the reference object.You can allow one or
several reference objects for one date profile. You must assign one of the allowed reference
objects for each date type or duration type. You cannot create any new reference objects.
 Calculation sequence :You can enter a calculation item for date types. This specifies the
sequence in which the system calculates the dates. For example, if you enter a 1 here for the
cancellation date, the system calculates the other date types for the date profile outgoing
from this date type. Choose the sequence so that dates which appear in other date rules are
calculated first. (For example: Contract start date = current date, contract end date =
contract start date + 12 months. The contract start date must be known, in order that the
end date can calculated).
 One-time calculation of dates: You can determine that a date in a document remains the
same after the first calculation and is not re-calculated with each change to the document,
for example, the date type "Contract Start". For this, select the Determine Date Only Once
field in the group frame Date Rules of date types.
 Displaying dates :In order to define the sequence and editabilty of date types in the
WebClient UI, you need to:
 Select the appropriate screen area and activate or deactivate the Only Display Field
indicator, depending on whether you want the date type to be editable or not.
 Specify in what sequence you want the date type to appear in the Display Position field.

Thanks
KMR Software Services
http://www.kmrsoft.com
Email : info@kmrsoft.com/
kmrss.sap@gmail.com
Ph: +91 9966003349
Skype : KMRSS.SAP

SAP CRM functional overview training

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