SAP CRM Overview (s1)

SAP CRM - Overview
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iServiceGlobe Confidential
Agenda
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Introduction
CRM Architecture
CRM Master Data
Transactions
SAP CRM - Evolution
Demo
iServiceGlobe Confidential 2
Agenda
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Introduction
Practice Update What is CRM? Business Scenarios Functionality Overview
CRM Architecture
CRM Master Data
Transactions
SAP CRM - Evolution
Demo
Introduction What is CRM?

What is CRM?
CRM is.... A basic approach which makes the Customer the focal point of all the Business Processes. A carefully thought out startegy and company philosophy combined with supportive tools to: Identify Possible Customers (Prospecting) Acquire Customers (Acquiring) Retain Customers (Retaining)
Customer Relationship Management (CRM)

is a business strategy aimed at optimizing customer-facing activities for the greatest impact on business success
SAP AG 2004
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Introduction What is CRM?

Departments of an Enterprise Driving Customer Interactions
Which departments of an enterprise are involved in customer-facing activities?
SAP AG 2004
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CRM Overview Diagram
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SAP CRM Solutions
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Focus on Customer Interaction
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Traditional Direct Sales
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Direct Sales Today with CRM
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Contact via the Interaction Center
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Traditional Interaction Center
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The Interaction Center in CRM
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Interaction via the Internet
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Introduction Business Scenarios
Internet Sales Field Service
Call Center ICSS
Business Scenarios Sales Loyalty Management
Customer Relationship Management
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Functionality Overview: Marketing
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Functionality Overview: Sales
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Functionality Overview: Service
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Agenda
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Introduction
CRM Architecture
Backend System Channels
CRM Master Data
Transactions
SAP CRM - Evolution
Demo
SAP CRM Architecture
Interaction Center
Components in Landscape: The SAP CRM System as a central CRM server. SAP R/3 as a back-end system with ERP functions. SAP BW System as data warehouse solution with comprehensive statistical and analysis possibilities.
Internet
Mobile Client
SAP APO System as a global available-to-promise (ATP) check and demand planning solution. Multiple SAP R/3 back-end systems and non-SAP systems can be connected to CRM system.
Handheld Devices
Enterprise Portal
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SAP CRM and Other Systems
Data is exchanged between the CRM system and the connected OLTP R/3 system primarily via the middleware.
SAP APO (Advanced Planner and Optimizer) performs the ATP check (Available to Promise).
SAP Business Information Warehouse (SAP BW) is used as a data source for part of the CRM solution but also contains data for consolidation and analysis.
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SAP CRM - Channels

Interaction Center
Various Channels through which the CRM server can be accessed: Interaction Center: The IC enables customers to use phone, fax, or e-mail to contact CSE. Web: Internet users may configure and order products or services using the Internet components of SAP CRM.
Mobile Client
Internet
Mobile Clients: Mobile devices such as laptop computers or Palmtops can be used to connect to the CRM server. SAP EP (Enterprise Portal) : EP act as a tool that provides integrated access to all systems.
Handheld Devices
Enterprise Portal
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Customer Interaction Channels
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SAP CRM and Internet Users

Internet Sales and Internet Customer Self Service (ICSS) application components offer access to the CRM component for Internet users connecting to configure and purchase products from a published catalog or request for a particular service. The Internet application components are available via a Web server and are made possible by J2EE technology. Product catalogs are exported from the CRM server to an external Index server for faster access to product data. The Internet and Pricing Configurator component provides configuration and pricing data for web applications. .
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Interaction Center
The Interaction Center supports various communication channels like fax, email, telephone, VOIP etc. Telephone and E-mail connections can be made using the SAP standard interfaces (APIs), SAP Phone and SAP Connect. SAP, together with various external partners , offers the possibility to integrate different contact channels.
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Mobile Client
SAP mobile sales and service applications support a companys field sales and service employees. Users have complete access to all the relevant information on their laptops. However, each user has access to data only in his area of responsibility. The data is updated by regular data exchanges between laptop and the central server.
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Agenda
1 2 3 4 5 6
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Introduction
CRM Architecture
CRM Master Data

Business Partners Products Organizational Data Pricing
Transactions
SAP CRM - Evolution
Demo
Business Partners
Business Partners are the center of the Business Transactions and hence center of the Business Interest. A Business Partner can be created only once regardless of the transactions in which it is supposed to be used. Although a Business Partner is created only once it can take multiple roles. A Business Partner can have relationships with other Business Partners in the system.
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Product Master
Material
Service
Product Master gives the information about all the products a business buys and sells. Product Master is the central source of all the product specific data. This data is stored in specific Product Master records. In order to control product specific data Product Master is split in to the groups shown.
Intellectual Property
Financing/ Finance Services

.
Warranty
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Organization Management
Organizational Management can be used to set up a companys organizational structure. This can be used to maintain the company structure, including the positions and employees in an application, and assign specific attributes to the organizational units.
Organizational Management allows 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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Pricing
The system uses this function to determine pricing information when creating a business transaction For example, the system automatically determines the gross price and the discounts and surcharges that are relevant for a specific customer or for a particular date, in accordance with the valid conditions. The system carries out pricing in SAP CRM using the IPC (Internet Pricing and Configurator). The IPC ensures integrated price calculation, regardless of whether prices are calculated for a business transaction in CRM Enterprise, in Telesales, or in SAP E-Commerce.
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Agenda
1 2 3 4 5 6
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Introduction
CRM Architecture
CRM Master Data
Transactions
Business Transactions
SAP CRM - Evolution
Demo
A Business Transaction in CRM portrays a Business event such as a Sales Order, Service Order, Opportunity, Activity etc. Transaction Type determines the qualities and characteristics of a Business Transaction.
The transaction processing interface allows the user to view, change and create a Business Transaction.
A Business Transaction can be copied to create new one or a new Business Transaction can be created as a follow up of an existing one (eg. Order as follow up of opportunity).
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Agenda
1 2 3 4 5 6
28-04-2012
Introduction
CRM Architecture
CRM Master Data
Transactions
SAP CRM - Evolution
Demo
SAP CRM Product - Evolution
SAP 4.0 SAP 5.0 SAP 6.0, SAP 7.0

28-04-2012 iServiceGlobe Confidential 36
Agenda
1 2 3 4 5 6
28-04-2012
Introduction
CRM Architecture
CRM Master Data
Transactions
SAP CRM - Evolution
Demo
Thank Q
28-04-2012 iServiceGlobe Confidential 38

SAP CRM Overview (s1)

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SAP CRM Overview (s1)

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Drepturi de autor:

Formate disponibile

SAP CRM - Overview

CRM Master Data

SAP CRM - Evolution

CRM Master Data

SAP CRM - Evolution

Introduction What is CRM?

Customer Relationship Management (CRM)

Introduction What is CRM?

Which departments of an enterprise are involved in customer-facing activities?

CRM Overview Diagram

SAP CRM Solutions

Focus on Customer Interaction

Traditional Direct Sales

Direct Sales Today with CRM

Contact via the Interaction Center

Traditional Interaction Center

The Interaction Center in CRM

Interaction via the Internet

Introduction Business Scenarios

Internet Sales Field Service

Call Center ICSS

Business Scenarios Sales Loyalty Management

Customer Relationship Management

Functionality Overview: Marketing

Functionality Overview: Sales

Functionality Overview: Service

CRM Master Data

SAP CRM - Evolution

SAP CRM Architecture

SAP CRM and Other Systems

SAP CRM - Channels

Customer Interaction Channels

SAP CRM and Internet Users

CRM Master Data

SAP CRM - Evolution

Financing/ Finance Services

CRM Master Data

SAP CRM - Evolution

CRM Master Data

SAP CRM - Evolution

SAP CRM Product - Evolution

SAP 4.0 SAP 5.0 SAP 6.0, SAP 7.0

CRM Master Data

SAP CRM - Evolution

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