CRM Overview & Master Data -Day1

7/25/2019 CRM Overview & Master Data -Day1

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Copyright IBM Corporation 2006

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#o set disclaimer$ or delete$ go to %ie& ' Master ' lide Master)

IBM lobal B!siness er*ices

+, C-M O*er*ie&

SAP CRM 2007


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,resentation #itle IBM Internal .se Doc!ment I2



Module objectives

In this mod!le$ yo! &ill

3 4no& the +, C-M *al!e proposition

3 4no& the main feat!res of +, C-M3 Describe the process categories of +, C-M

3 5og on to the +, C-M system and na*igate thro!gh the

application


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,resentation #itle IBM Internal .se Doc!ment I



SAP CRM Overview: Agenda

1. SAP CRM alue Pro!osition and Main "eatures

2. Overview #or SAP CRM Process Categories

$. %ndustr& Solutions

'. Cross Process "eatures


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()e alue Pro!osition o# SAP #or CRM

SAP Custo*er Relations)i! Manage*ent:

,ro*ides the insight and analysis to anticipate

c!stomer needs and b!ild lasting$ profitable

c!stomer relationships"

8nables integrated ind!stry9specific processes to

s!pport c!stomer9facing departments inmar:eting$ sales$ and ser*ice"

,ro*ides a 60 degree *ie& across all c!stomer

to!ch9points and interaction channels$ incl!ding

the Internet$ interaction centers$ and channel

partners$ as &ell as po&erf!l analytics"


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SAP CRM Solution Ma!

+, C!stomer -elationship Management (+, C-M) is a soft&are sol!tion for managing

yo!r c!stomer relationships" It s!pports all c!stomer9foc!sed b!siness areas$ from

mar:eting to sales and ser*ice$ as &ell as c!stomer interaction channels$ s!ch as the

Interaction Center$ the Internet$ and mobile clients"

()e solutions o##ered b& SAP CRM are categori+ed in t)e #ollowing wa&:

o!rce https;;&ebsmp101"sap9ag"de;?O-#48@A01100000000E


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()e *ain #eatures o# SAP CRM

,as& to use

F implified$ personaliGed !ser interface

F Microsoft Office integration

F .sage of +dobe Interacti*e Horms

F Interacti*e analytics capability

,nd-to-,nd

F 8nd9to98nd B!siness processes

F 60 degrees c!stomer *ie&

Ada!table

F #hro!gh c!stomiGation (this e!als parameteriGation)

F #hro!gh c!stomer specific etension or modifications Collaborative

%ndustr& s!eci#ic !rocesses

Multi-c)annel Online- and o##line-co*!onent/ eb/ !)one including call center #unctionalit&

%ntegration wit) SAP bac3-end SAP ,RP


7/239,resentation #itle IBM Internal .se Doc!ment I



Scenario #or t)e usage o# SAP CRM

Mi3eis &or:ing for BM%$ a leading *ehicle man!fact!rer" +s a prod!ct manager he isresponsible for the ne& prod!ct Jcoot95ightK$ &hich is a ne& type of scooter &ithetremely lo& petrol cons!mption$ b!t eno!gh space for three persons pl!s baggage"Before Mi:e la!nches this prod!ct$ he starts a s!r*ey *ia e9mail$ as:ing eistingc!stomers &ho bo!ght scooters from JBM%K for feat!res they are missing in todayKsscooters" #&o &ee:s after la!nching the campaign Mi:e chec:s the res!lts 20L feedbac:from c!stomers$ &here L as:ed for more information thro!gh a call9bac: *ia phone"

4ett&is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls" hen calling bac: Mr" Chang$ she realiGes his high interest in the ne& scooter"Mr Chang o&ns a chain of &ashing saloons and searches for a more economic &ay todeli*er the cleaned la!ndry" Betty &rites do&n$ that Mr" Chang is interested in t&el*escooters$ b!t they sho!ld be config!red as optimiGed for transportation of la!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes

thro!gh his list of interested c!stomers and compares their demands &ith the prod!ct asact!ally prod!ced" #o be obNecti*e$ he !ses a !estionnaire that he agreed !pon &ith thesales department"





Mi3eestimates the n!mber of scooters that co!ld be sold ande*al!ates &hich share co!ld be sold in &hich region" ?e for&ardsinformation abo!t c!stomers &ith high9interest to his colleag!e Benfrom the sales department"

4en*isits Mr" Chang and gi*es him an offer for t&el*e transportationscooters" #&o &ee:s later$ after Mr" Chang has disc!ssed thein*estment &ith his &ife$ he signs the contract &ith Ben" In addition$

Ben is able to close a ser*ice agreement for the scooters" hen goingthro!gh Mr" ChangKs data$ Ben realiGes that Mr" Chang also o&ns oneof BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ithhybrid technology" hen as:ed$ Mr" Chang is delighted that thismodel is a*ailable and that #om can gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician#om sho&s !p at Mr" Chang$ to carry o!t the reg!lar maintenanceser*ice as planned" Mr" Chang complains abo!t one of the scooters"

#om fies it and realiGes$ that a part is !nepectedly bro:en" + monthlater it t!rns o!t that at 1L of all ne& scooters this part brea:s" #om!nfort!nately$ has to initiate a campaign$ &here this part is echangedat all deli*ered scooters"

Scenario #or t)e usage o# SAP CRM continued





5ow does SAP CRM su!!ort t)e relation custo*er-co*!an&6

Mi3eis &or:ing for JBM%J$ a leading *ehicle man!fact!rer" +s a prod!ct manager he is responsible for

the ne& prod!ct Jcoot95ightJ$ &hich is a ne& type of scooter &ith etremely lo& petrol cons!mption$

b!t eno!gh space for three persons pl!s baggage" Before Mi:e la!nches this prod!ct$ he starts a

s!r*ey *ia e9mail$ as:ing eisting c!stomers&ho bo!ght scooters from JBM%Kfor feat!res they are

missing in todayKs scooters" #&o &ee:s after la!nching the campaign$ Mi:e chec:s the res!lts20L

feedbac: from c!stomers$ &here L as:ed for more information thro!gh a call9bac: *ia phone"

4ett&is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls"

hen calling bac: Mr" Chang$ she realiGes his high interest in the ne& scooter" Mr" Chang o&ns a

chain of &ashing saloons and searches for a more economic &ay to deli*er the cleaned la!ndry" Betty

&rites do&n$ that Mr" Chang is interested in t&el*e scooters$ b!t they sho!ld be config!redas

optimiGed for transportation of la!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes thro!gh his list ofinterested c!stomersand compares their demand &ith the prod!ct as act!ally prod!ced" #o be

obNecti*e$ he !ses a !estionnairethat he agreed !pon &ith the sales department"

()e red dots denote su!!orting #eatures o# SAP CRM:


10/239,resentation #itle IBM Internal .se Doc!ment I10



5ow does SAP CRM su!!ort t)e relation custo*er-co*!an&6

Continued

Mi3eestimates the n!mber of scooters that co!ld be soldand e*al!ates

&hich share co!ld be sold in &hich region" ?e for&ards information abo!t

c!stomers &ith high9interestto his colleag!e Ben from the sales department"

4en*isitsMr" Chang and gi*es him an offerfor t&el*e transportation

scooters" #&o &ee:s later$ after Mr" Chang has disc!ssed the in*estment &ith

his &ife$ Mr" Chang signs the contract&ith Ben" In addition$ Ben is able toclose a ser*ice agreementfor the scooters" hen going thro!gh Mr" ChangKs

data$ Ben realiGes that Mr" Chang also o&ns one of BM%Ks etra9long

limo!sines$ &hich mean&hile are a*ailable &ith hybrid technology" hen

as:ed$ Mr" Chang is delighted that this model is a*ailable and that #om can

gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician #om

sho&s !p at Mr" Chang$ to carry o!t the reg!lar maintenance ser*iceasplanned" Mr" Chang complainsabo!t one of the scooters" #om fies itand

realiGes$ that a part is !nepectedly bro:en" + month later it t!rns o!t that at

1L of all ne& scooters this part brea:s" #om !nfort!nately$ has to initiate a

campaign$ &here this part is echanged at all deli*ered scooters"

8ots denote su!!orting #eatures o# SAP CRM:





9e& !oints

In this topic$ yo!

8plored the *al!e proportion of +, for C-M

5isted the main feat!res of +, C-M

+nalyGed a scenario &here +, C-M is !sef!l





Mi:e is &or:ing for PBM%J$ a leading *ehicle man!fact!rer" +s a prod!ct manager he is responsible for the ne& prod!ct Pcoot95ightJ$ &hich is ane& type of scooter &ith etremely lo& petrol cons!mption$ b!t eno!gh space for three persons pl!s baggage" Before Mi:e la!nches this prod!ct$he starts a s!r*ey *ia email$ as:ing eisting c!stomers&ho bo!ght scooters from JBM%Kfor feat!res they are missing in todayKs scooters"#&o &ee:s after la!nching the campaign Mi:e chec:s the res!lts 20L feedbac: from c!stomers$ &here L as:ed for more informationthro!gh a call9bac: *ia phoneQ

Betty is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls" hen calling bac: Mr" Chang$ she realiGeshis high interest in the ne& scooter" Mr" Chang o&ns a chain of &ashing saloons and searches for a more economic &ay to deli*er the cleanedla!ndry" Betty &rites do&n$ that Mr" Chang is interested in t&el*e scooters$ b!t they sho!ld be config!redas optimiGed for transportation ofla!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes thro!gh his list of interested c!stomersand compares theirdemand &ith the prod!ct as act!ally prod!ced" #o be obNecti*e he !ses a !estionnairethat he agreed !pon &ith the sales department"

Mi:e estimates the n!mber of scooters that co!ld be sold and e*al!ates &hich share co!ld be sold in &hich region" ?e for&ards informationabo!t c!stomers &ith high interest to his colleag!e Ben from the sales department"

Ben *isits Mr" Chang and gi*es him an offer for t&el*e transportation scooters" #&o &ee:s later F after Mr" Chang has disc!ssed thein*estment &ith his &ife F Mr" Chang signs the contract &ith Ben" In addition$ Ben is able to close a ser*ice agreement for the scooters" hengoing thro!gh Mr" Chang"Ks data$ Ben realiGes that Mr" Chang also o&ns one of BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ithhybrid technology" hen as:ed$ Mr" Chang" is delighted that this model is a*ailable and that #om can gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician #om sho&s !p at Mr" Chang$ to carry o!t the reg!lar maintenance ser*iceas planned" Mr" Chang complains abo!t one of the scooters" #om fies it and realiGes$ that a part is !nepectedly bro:en" + month later itt!rns o!t that at 1L of all ne& scooters this part brea:s" #om !nfort!nately has to initiate a campaign$ &here this part is echanged at alldeli*ered scooters"

SAP CRM su!!orts di##erent c)annels and *ar3eting !rocesses

Source: SAP





Mi3eis &or:ing for PBM%J$ a leading *ehicle man!fact!rer" +s a prod!ct manager he is responsible for the ne& prod!ctPcoot95ightJ$ &hich is a ne& type of scooter &ith etremely lo& petrol cons!mption$ b!t eno!gh space for three personspl!s baggage" Before Mi:e la!nches this prod!ct$ he starts a s!r*ey *ia email$ as:ing eisting c!stomers&ho bo!ghtscooters from JBM%Kfor feat!res they are missing in todayKs scooters" #&o &ee:s after la!nching the campaign Mi:echec:s the res!lts 20L feedbac: from c!stomers$ &here L as:ed for more information thro!gh a call9bac: *iaphoneQ

4ett&is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls" hen calling bac:Mr" Chang$ she realiGes his high interest in the ne& scooter" Mr" Chang o&ns a chain of &ashing saloons and searchesfor a more economic &ay to deli*er the cleaned la!ndry" Betty &rites do&n$ that Mr" Chang is interested in t&el*escooters$ b!t they sho!ld be config!redas optimiGed for transportation of la!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes thro!gh his list of interestedc!stomersand compares their demand &ith the prod!ct as act!ally prod!ced" #o be obNecti*e he !ses a!estionnairethat he agreed !pon &ith the sales department"

Mi:e estimates the n!mber of scooters that co!ld be sold and e*al!ates &hich share co!ld be sold in &hich region" ?e for&ards information abo!t c!stomers&ith high interest to his colleag!e Ben from the sales department"

Ben *isits Mr" Chang and gi*es him an offer for t&el*e transportation scooters" #&o &ee:s later F after Mr" Chang has disc!ssed the in*estment &ith his &ifeF Mr" Chang signs the contract &ith Ben" In addition$ Ben is able to close a ser*ice agreement for the scooters" hen going thro!gh Mr"changKs data$ BenrealiGes that Mr" Chang also o&ns one of BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ith hybrid technology" hen as:ed$ Mir" Chang isdelighted that this model is a*ailable and that #om can gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician #om sho&s !p at Mr" Chang$ to carry o!t the reg!lar maintenance ser*ice as planned"Mr" Chang complains abo!t one of the scooters" #om fies it and realiGes$ that a part is !nepectedly bro:en" + month later it t!rns o!t that at 1L of all ne&scooters this part brea:s" #om !nfort!nately has to initiate a campaign$ &here this part is echanged at all deli*ered scooters"

SAP CRM su!!orts *ar3eting

%nvolved co*!onents o# SAP CRM Mar3eting

C!stomer Data

egmentation

Campaign Management Installed Base

Call Center !pport

or:flo&$ or:list$ +cti*ities$ Calendar H!nctionality

5ead Management

,rod!ct Config!ration





SAPs alue Pro!osition #or Mar3eting





Overview o# SAP CRM Mar3eting

Source: SAP





Mi3eestimates the n!mber of scooters that co!ld be soldand e*al!ates &hich share co!ld be sold in &hich region" ?e

for&ards information abo!t c!stomers &ith high interestto his colleag!e Ben from the sales department"

4en*isitsMr" Chang and gi*es him an offerfor t&el*e transportation scooters" #&o &ee:s later F after Mr" Chang has

disc!ssed the in*estment &ith his &ife F Mr" Chang signs the contract &ith Ben" hen going thro!gh Mr" ChangKs data$

Ben realiGes that Mr" Chang also o&ns one of BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ith hybrid

technology" hen as:ed$ Mr" Chang is delighted that this model is a*ailable and that #om can gi*e him an etra disco!nt"

SAP CRM su!!orts Sales

Source: SAP





Mi3e estimates the n!mber of scooters that co!ld be soldand e*al!ates &hich share co!ld be sold in

&hich region" ?e for&ards information abo!t c!stomers &ith high interestto his colleag!e Ben from

the sales department"

4en*isitsMr" Chang and gi*es him an offerfor t&el*e transportation scooters" #&o &ee:s later F

after Mr" Chang has disc!ssed the in*estment &ith his &ife F Mr" Chang signs the contract&ith Ben"

hen going thro!gh Mr" ChangKs data$ Ben realiGes that Mr" Chang also o&ns one of BM%Ks etra9

long limo!sines$ &hich mean&hile are a*ailable &ith hybrid technology" hen as:ed$ Mr" Chang is

delighted that this model is a*ailable and that #om can gi*e him an etra disco!nt"

SAP CRM su!!orts Sales continued

%nvolved co*!onents o# SAP CRM Sales

ales ,lanning and Horecasting

#erritory Management

Opport!nity Management

Mobile ales

R!otation Management

,ricing F incl!ding -ebates

60S C!stomer %ie&





Overview SAP CRM Sales

Source: SAP

IBM l b l B i i





Mi:e is &or:ing for PBM%J$ a leading *ehicle man!fact!rer" +s a prod!ct manager he is responsible for the ne& prod!ct Pcoot95ightJ$ &hich is ane& type of scooter &ith etremely lo& petrol cons!mption$ b!t eno!gh space for three persons pl!s baggage" Before Mi:e la!nches this prod!ct$he starts a s!r*ey *ia email$ as:ing eisting c!stomers &ho bo!ght scooters from JBM%K for feat!res they are missing in todayKs scooters"#&o &ee:s after la!nching the campaign Mi:e chec:s the res!lts 20L feedbac: from c!stomers$ &here L as:ed for more informationthro!gh a call9bac: *ia phoneQ

Betty is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls" hen calling bac: mister Chang$ she realiGeshis high interest in the ne& scooter" Mister Chang o&ns a chain of &ashing saloons and searches for a more economic &ay to deli*er the cleanedla!ndry" Betty &rites do&n$ that mister Chang is interested in t&el*e scooters$ b!t they sho!ld be config!red as optimiGed for transportation ofla!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes thro!gh his list of interested c!stomers and compares theirdemand &ith the prod!ct as act!ally prod!ced" #o be obNecti*e he !ses a !estionnaire that he agreed !pon &ith the sales department"


Ben *isits mister Chang and gi*es him an offer for t&el*e transportation scooters" #&o &ee:s later F after mister C" has disc!ssed the

in*estment &ith his &ife F mister Chang signs the contract &ith Ben"In addition$ Ben is able to close a ser*iceagreementfor the scooters"hen going thro!gh mister C"Ks data$ Ben realiGes that mister Chang also o&ns one of BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ith hybrid technology" hen as:ed$ Mister C" is delighted that this model is a*ailable and that#om can gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician #om sho&s !p at Mr" Chang$to carry o!t the reg!lar maintenance ser*iceas planned" Mr" Chang complainsabo!t one of thescooters" #om fies itand realiGes$ that a part is !nepectedly bro:en" + month later it t!rns o!t thatat 1L of all ne& scooters this part brea:s" #om !nfort!nately has to initiate a campaign$ &here thispart is echanged at all deli*ered scooters"

SAP CRM su!!orts Service

Source: SAP

IBM l b l B i i





Mi:e is &or:ing for PBM%J$ a leading *ehicle man!fact!rer" +s a prod!ct manager he is responsible for the ne& prod!ct Pcoot95ightJ$ &hich is ane& type of scooter &ith etremely lo& petrol cons!mption$ b!t eno!gh space for three persons pl!s baggage" Before Mi:e la!nches this prod!ct$he starts a s!r*ey *ia email$ as:ing eisting c!stomers &ho bo!ght scooters from JBM%K for feat!res they are missing in todayKs scooters"#&o &ee:s after la!nching the campaign Mi:e chec:s the res!lts 20L feedbac: from c!stomers$ &here L as:ed for more informationthro!gh a call9bac: *ia phoneQ

Betty is &or:ing as an agent in BM%Ks call center" In her to9do9list$ she got the Jcoot95ightK calls" hen calling bac: mister Chang$ she realiGeshis high interest in the ne& scooter" Mister Chang o&ns a chain of &ashing saloons and searches for a more economic &ay to deli*er the cleanedla!ndry" Betty &rites do&n$ that mister Chang is interested in t&el*e scooters$ b!t they sho!ld be config!red as optimiGed for transportation ofla!ndry"

+s the feedbac: from c!stomers is positi*e$ the ne& scooter is prod!ced" Mi:e goes thro!gh his list of interested c!stomers and compares theirdemand &ith the prod!ct as act!ally prod!ced" #o be obNecti*e he !ses a !estionnaire that he agreed !pon &ith the sales department"


Ben *isits mister Chang and gi*es him an offer for t&el*e transportation scooters" #&o &ee:s later F after mister C" has disc!ssed the

in*estment &ith his &ife F mister Chang signs the contract &ith Ben"In addition$ Ben is able to close a ser*iceagreementfor the scooters" hen going thro!gh mister C"Ks data$ Ben realiGes that mister Chang also o&ns one of BM%Ks etra9long limo!sines$ &hich mean&hile are a*ailable &ith hybrid technology" hen as:ed$ Mister C" is delighted that this model is a*ailable and that#om can gi*e him an etra disco!nt"

#hree months later the scooters are deli*ered and the BM%9technician #om sho&s !p at misterChang$ to carry o!t the reg!lar maintenance ser*iceas planned" Mister Chang complainsabo!tone of the scooters" #om fies itand realiGes$ that a part is !nepectedly bro:en" + month later itt!rns o!t that at 1L of all ne& scooters this part brea:s" #om !nfort!nately has to initiate acampaign$ &here this part is echanged at all deli*ered scooters"

SAP CRM su!!orts Service continued

%nvolved co*!onents o# SAP CRM Service

er*ice Contract Management

Mobile er*ice

-esso!rce ,lanning

er*ice Order Management

Complaints ,rocessing

arranty Management

Installed Base

IBM l b l B i i





Overview SAP CRM Service

IBM l b l B i i





Overview SAP CRM Service continued






Overview SAP CRM Service continued

Source: SAP



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Overview SAP CRM eb c)annel



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Overview SAP CRM interaction center



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Overview SAP CRM Partner C)annel Manage*ent



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Overview SAP CRM !artner c)annel *anage*ent continued

Source: SAP



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Overview SAP CRM (rade Pro*otion Manage*ent

)at is (rade Pro*otion Manage*ent;6



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Overview SAP CRM (rade Pro*otion Manage*ent continued

(rade Pro*otion Manage*ent solution i*!roves control and visibilit& o# t)e trade!ro*otion !rocess.

Source: SAP



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Overview SAP CRM 4usiness Co**unication Manage*ent

SAP 4usiness Co**unications Manage*ent 4CM

,ro*ides a fleible$ m!lti9channel$ all9I, b!siness comm!nications

platform to deploy I, telephony"

,ro*ides intelligent ro!ting to ens!re that yo!r c!stomers reach the

people &ho can best address their needs" #he soft&are pro*ides

!e!ing$ prioritiGing$ and ro!ting of all contacts"

Can combine disconnected or dispersed telesales initiati*es into a

single$ net&or:ed$ *irt!al operation" Combining BCM &ith +,

C-M it is possible to set9!p call reminders$ ta:e orders$ manage

contacts$ and ma:e sales calls from the road"

Can ser*e as the fo!ndation for comm!nication9enabled b!siness

processes across yo!r enterprise"

+ reporting option lets yo! monitor and manage yo!rcomm!nications in real9time thro!gh online analytics"

,ro*ides an interacti*e *oice response (I%-) option as an

a!tomated channel for responding to c!stomer in!iries or

gathering information for intelligent contact ro!tings"



35/239




Overview SAP CRM 4usiness Co**unication Manage*ent

continued

Source: SAP



36/239




9e& !oints

In this topic$ yo!

Identified that +, C-M s!pports different channels andmar:eting processes

5isted +,Js %al!e ,roposition for Mar:eting

+nalyGed ho& +, C-M s!pports sales and ser*ice

8plored +, C-M eb channel

+nalyGed +, C-M partner channel management$ #rade,romotion Management$ and B!siness Comm!nicationManagement



37/239











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,resentation #itle IBM Internal .se Doc!ment I Copyright IBM Corporation 2006

)at is a SAP CRM %ndustr& Solution;6

)at is a SAP CRM %ndustr&Solution;6

+, has analyGed the pain9points of specific

ind!stries and eplains ho& these can be

mitigated !sing +, C-M"

#his analysis pl!s recommendations for the

!sage of +, C-M in this ind!stry along &ith

eamples for additional nonstandard

f!nctionalities de*eloped for c!stomers is called

a J+, C-M Ind!stry ol!tionK"



39/239


,


40/239

,resentation #itle IBM Internal .se Doc!ment I70 Copyright IBM Corporation 2006

,


41/239


SAP CRM %ndustr& Solutions as SAP describes it

Information from +, abo!t +, C-M Ind!stry sol!tions

SAP CRM was developed with industry-leading companies to address the unique needs of all major industries.

!amples of industry-specific processes include"

Automotive# Sales and service organi$ations gain support for channel managementas well as%rand and customer management.

Chemicals# SAP CRM provides comprehensive support for &ey sales and mar&etingprocesses.

Consumer products# SAP ena%les customer-centric %usiness process for all consumer product companies' including &eysupport for trade promotion management. Consumer products companies in various industry segments can also %enefit frome!tensive support for sales and mar&etingandpost-sales supportprocesses.

Retail# such as grocery companies gain support for &ey processes such as category managementandmultichannel retailing.

Telecommunications# SAP offers support in processes li&e sales and service fulfillment'dealer management'andcustomer service.

Professional services# Professional service providers gain support for client and opportunity management.

Public sector# (rgani$ations in the pu%lic sector can manage all citi$en-driven and ta! administration tas&s' using variousaccess channels' including processes such as' ta! and revenue management' social services and social security' andpu%lic security'as well as processes to manage government programs.

High tech# )ith SAP CRM' semiconductor manufacturers and high-tech (Ms gain support for channel management*quotation' contract' and order management* and customer service management.

Industrial machinery and components# SAP CRM supports industrial machinery and components %usiness processes 'including sales and mar&eting and aftermar&et sales and service.

Media# SAP CRM supports &ey %usiness processes for newspaper and maga$ine pu%lishers ' including account and

contract management' campaign management' advertising sales' su%scription sales' and customer service. Utilities# SAP CRM supports %usiness processes for retail and services utilities ' including sales management for

commercial and industrial customers' as well as call for center services.

Oil and gas# )ith SAP CRM' oil and gas companies can manage their downstream mar&eting and retailingprocesses.

holesale distribution# SAP CRM supports strategic planningprocesses' including critical mar&eting planning activities.

http://www.sap.com/industries/automotive/businessprocesses/sales/channelmanagement.epxhttp://www.sap.com/industries/automotive/businessprocesses/sales/channelmanagement.epxhttp://www.sap.com/industries/automotive/businessprocesses/sales/brandmanagement.epxhttp://www.sap.com/industries/automotive/businessprocesses/sales/brandmanagement.epxhttp://www.sap.com/industries/chemicals/businessprocesses/sales.epxhttp://www.sap.com/industries/chemicals/businessprocesses/sales.epxhttp://www.sap.com/industries/consumer/large/tradepromotion/index.epxhttp://www.sap.com/industries/consumer/businessprocesses/food/sales.epxhttp://www.sap.com/industries/consumer/businessprocesses/consumerdurables/support.epxhttp://www.sap.com/industries/consumer/businessprocesses/consumerdurables/support.epxhttp://www.sap.com/industries/retail/businessprocesses/grocery/categorymanagement.epxhttp://www.sap.com/industries/retail/businessprocesses/grocery/categorymanagement.epxhttp://www.sap.com/industries/retail/businessprocesses/grocery/multichannelretailing.epxhttp://www.sap.com/industries/telecom/businessprocesses/salesandservice.epxhttp://www.sap.com/industries/telecom/businessprocesses/salesandservice.epxhttp://www.sap.com/industries/telecom/businessprocesses/dealermanagement.epxhttp://www.sap.com/industries/telecom/businessprocesses/dealermanagement.epxhttp://www.sap.com/industries/telecom/businessprocesses/customerservice.epxhttp://www.sap.com/industries/professionalservices/businessprocesses/clientmanagement.epxhttp://www.sap.com/industries/professionalservices/businessprocesses/clientmanagement.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/taxrevenue.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/social.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/security.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/security.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/program.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/semiconductor/semiconductorchannel.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/semiconductor/semiconductorchannel.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/oem/oemquotation.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/oem/oemservice.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/oem/oemservice.epxhttp://www.sap.com/industries/machinery/businessprocesses/index.epxhttp://www.sap.com/industries/media/businessprocesses/newspapermagazine/index.epxhttp://www.sap.com/industries/utilities/businessprocesses/retail/index.epxhttp://www.sap.com/industries/oil-gas/businessprocesses/downstream.epxhttp://www.sap.com/industries/wholesaledistribution/businessprocesses/strategicplanning.epxhttp://www.sap.com/industries/wholesaledistribution/businessprocesses/strategicplanning.epxhttp://www.sap.com/industries/wholesaledistribution/businessprocesses/strategicplanning.epxhttp://www.sap.com/industries/oil-gas/businessprocesses/downstream.epxhttp://www.sap.com/industries/utilities/businessprocesses/retail/index.epxhttp://www.sap.com/industries/media/businessprocesses/newspapermagazine/index.epxhttp://www.sap.com/industries/machinery/businessprocesses/index.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/oem/oemservice.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/oem/oemquotation.epxhttp://www.sap.com/industries/hightech/large/businessprocesses/semiconductor/semiconductorchannel.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/program.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/security.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/social.epxhttp://www.sap.com/industries/publicsector/public/businessprocesses/taxrevenue.epxhttp://www.sap.com/industries/professionalservices/businessprocesses/clientmanagement.epxhttp://www.sap.com/industries/telecom/businessprocesses/customerservice.epxhttp://www.sap.com/industries/telecom/businessprocesses/dealermanagement.epxhttp://www.sap.com/industries/telecom/businessprocesses/salesandservice.epxhttp://www.sap.com/industries/retail/businessprocesses/grocery/multichannelretailing.epxhttp://www.sap.com/industries/retail/businessprocesses/grocery/categorymanagement.epxhttp://www.sap.com/industries/consumer/businessprocesses/consumerdurables/support.epxhttp://www.sap.com/industries/consumer/businessprocesses/food/sales.epxhttp://www.sap.com/industries/consumer/large/tradepromotion/index.epxhttp://www.sap.com/industries/chemicals/businessprocesses/sales.epxhttp://www.sap.com/industries/automotive/businessprocesses/sales/brandmanagement.epxhttp://www.sap.com/industries/automotive/businessprocesses/sales/channelmanagement.epx


42/239


9e& !oints

In this topic$ yo!

Defined +, C-M Ind!stry ol!tion

8plored the application of +, in *ario!s ind!stries

Described +, C-M Ind!stry ol!tions as +, describes it



43/239









44/239


Main 4usiness Objects in SAP CRM

=ntil now &ou )ave learned about !rocessessu!!orted b& SAP CRM. Across all t)ese !rocesses/

alwa&s/ t)e sa*e basic business objects are reused

in di##erent conte


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More "eatures o# SAP CRM

%ntegration wit) bac3-end:Data replication (for eample data for c!stomer$ order$

contract$ and so on) &ith +,Js 8-, system is realiGed

thro!gh +,Js proprietary +, C-M Middle&are"

Aut)ori+ation c)ec3:

F -ole9related for b!siness transactions (chec:s if

the !ser is assigned to a b!siness transaction as apartner in a specific role)

F OrganiGational9model based

F Based on b!siness transaction category and ; or

b!siness transaction type

F Based on sales area

F Implementation specific !sing the +, +ccess

Control 8ngine (eec!tes c!stomer specific coding)

or3#low



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,


47/239


9e& !oints

In this topic$ yo!

5isted the main B!siness ObNects in +, C-M

5isted some more Heat!res of +, C-M


48/239



49/239


Activit&: %denti#& t)e #ive co*!onents o# SAP CRM interaction

center

#elephony

,ostal letters

eb

I%-

89mail

Instant messaging ser*ices



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Module su**ar&

@o! ha*e completed the mod!le on +, C-M O*er*ie&$ no& yo! sho!ld

be able to$

4no& the +, C-M *al!e proposition

4no& the main feat!res of +, C-M

Describe the process categories of +, C-M

5og on to the +, C-M system and na*igate thro!gh the application



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8iscussion

8iscussion



52/239


?uestions

=

=

=


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(Optional client

logo can

be placed here)

Disclaimer




8a& -1 : CRM "unctional Overview

4rea3@@@


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(Optional client

logo can

be placed here)

Disclaimer




C-M Master Data

SAP CRM 2007 (raining



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Master data in SAP CRM

Master 8ata #ransaction ( Hor C-M *ersion "0 )

OrganiGational Data ,,O+>C-M;,,OM+>C-M

B!siness ,artner and ?ierarchy B, ; B,?

,rod!ct and ?ierarchy COMM,-01 ; COMM>?I8-+-C?@

,artner ,rod!ct -ange C-MM>,,-

,ricing and Condition ;+,CUD;CM

,rice 5ist ;B8+;CU,502

Commodity ,ricing C-MM>H+>CM

Content Management C-M>4

,ayment Card ,C+

Installed Base IB2



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Module objectives

+fter completing this mod!le$ yo! sho!ld be able to

De*elop and implement a B!siness ,artner concept

et !p the transfer of consistent B!siness ,artner master data bet&een +,

8CC and C-M

De*elop and implement a concept for prod!ct master data

et !p the do&nload of prod!ct master data from +, 8CC to +, C-M

De*elop and implement a concept for installed base and its integration to

+, 8CC

8plain the ad*antages of the One Order concept

De*elop and implement a concept for b!siness transactions



57/239


Master 8ata: Agenda

1. 4usiness Partners

2. 4usiness Partner Relations and 5ierarc)&

$. 4usiness Partner in Co*!arison ,CC and CRM

'. Products

. %nstalled 4ase

B. One Order Conce!t



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4usiness Partner: de#inition

+ person$ organiGation$ or gro!p

Incl!des data s!ch as name$

address$ and ban: details

Different roles can be assigned (e"g"

prospect$ ordering parties$ and

competitor)

Different types of relationships to

other b!siness partners can be

assigned (e"g" Vis the contact person

ofVP and Vis the shareholder ofV)

Can be incl!ded in different

hierarchies ; gro!ps



59/239


4usiness Partner: business transactions

In +, C-M 200$ the sales and the ser*ice b!siness processes are

reflected in b!siness transactions"

O!!ortunit& ?uotation Contract Order

Co*!laintService

reuest

Sales !rocess

Service !rocess



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4usiness Partner: categories

Person

Indi*id!al acco!nt$ pri*ate

,erson9related data$ e"g" Uame and home

address

Organi+ation

Corporate acco!nt

Company$ plant$ branch office and so on"

OrganiGation9related data$ e"g" f!nctional

addresses (sold to address ; ship to address

etc") and ind!stry segment

>rou!

/oint persons or organiGations



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4usiness Partner: ,##ects o# categories

+ b!siness partner category is the basic definition to classify$&hether

it is a organiGation$ person$ or gro!p"

B!siness,artner

B, Category

+*ailable fields

+*ailable roles

-elationship categories

controls



62/239


4usiness Partner: >ood to 3now about categories

B!siness ,artner categories canJt be changedafter selection (it is not possible to change$ foreample$ from person to organiGation)"

+, deli*ers only three categories

organiGation$ person$ and gro!p (no categoriesother than those are a*ailable)

#he B!siness ,artner category definesinternal application beha*io!r (e"g" &hich fieldsare a*ailable to describe the B!siness ,artner)



63/239


4usiness Partner in eb =%: Searc) and create

earch for differentcategories

Create different

categories



64/239


4usiness Partner in eb =%: Cor!orate account

#he corporate acco!nt contains

information &hich are necessary

to describe the company



65/239


4usiness Partner in eb =%: %ndividual account

#he indi*id!al acco!nt contains

additional information to describe

the person" Hor eample the academic

title and date of birth



66/239


4usiness Partner in eb =%: >rou! account

+ gro!p is an acco!nt$ &hich defines

a gro!ping of se*eral people or

acco!nts" It can be !sed as a

collector instance"



67/239





B!siness,artner

B, Category

Du*ber range

(internal or eternal assignment)

controls Standard grou!ing

(defa!lt gro!ping &hen creating)

Can be #reel& de#ined



68/239


4usiness Partner: Roles

,nd-Custo*er

Sold-(o>oods Reci!ient

S)i!-(o

%nvoice Reci!ient

4ill-(o

%nvoice Pa&er

Pa&er

B!siness

,artner



69/239


4usiness Partner: Role de!ending #unctionalit&

Depending on the contet$ a B!siness ,artner canact in different roles"

In order to meet the specific b!siness sit!ation the

B!siness ,artner role needs specific data (e"g"

,ayment data for in*oice recipient or deli*ery

address for oods recipient)

It is possible to create se*eral roles for one

B!siness ,artner" #he general data stays the

same b!t depending on the role$ additional data

can be maintained"

Depending on the role$ additional C-M specific

data or relationships can be maintained

In the mar:eting processes$ for eample$ it is

imporant to maintain the roles ,rospect and so on"



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4usiness Partner data sets: Overview

+ data sets allo& yo! to gro!p data$&hich belong together

Depending on the role of a B!siness,artner$ data sets can be mandatory oroptional" #his can be defined in

c!stomiGing

Data sets can be adN!sted dependingon the needs of the company



71/239





B!siness

,artner

>eneral data sets

Sales-area

de!ending data sets

+dresses

#ets

Identifactions

Control

Mar:eting9attrb"

tat!s others

ales9data

hipping9data

Billing9data

Org9data

tat!s9data

Organi+ation *odel


72/239



73/239


4usiness Partner: 4usiness Address Services 4AS

@o! can define any n!mber of addresses for a b!siness

partner

+ddresses are assigned to the rele*ant b!siness

processes

One of the addresses is defined as standard address

+ddresses refer to postal addresses and ; or e9mail

addresses Comm!nication data does not need to refer to an address

,ostal addresses are *alidated against +, regional

str!ct!re

#here are standard interfaces (B+dlsW A B!siness +ddress

*alidation=) a*ailable$ &hich allo& the integration of

eternal tools

F %alidation of postal addressesF H!GGy search

F Identification of similar and identical addresses



74/239


8e*o

B!siness ,artner addresses in eb .I



75/239


9e& !oints

3 In this topic$ yo!

3 Defined B!siness ,artner and its categories

3 +ssigned b!siness partner to roles$ &here C-M specificdata or relationships can be maintained

3 Identified that B!siness ,artner Data sets are defineddepending on its roles



76/239


Master 8ata: Agenda




'. Products

. %nstalled 4ase




77/239


4usiness Partner: 8e#inition o# relations)i!

-elationship describes the connectionbet&een t&o b!siness partners

#o define relationships$ attrib!tes arelin:ed s!ch as comm!nication data$department$ and f!nction

Hor some relationships$ a timeframe canbe assigned

Ms" Miller changed companies

b!t remains B!siness ,artner

,!rchasing agent

Company X

/an 200 9 May 200

,!rchasing agent

Company @

/!ne 200 F Dec



78/239


4usiness Partner: Categories o# relations)i!

#he category of a b!siness partner relationship

characterises the relationship bet&een t&o

B!siness ,artners &ith attrib!tes"

+ one9&ay relationship etends only in one

direction$ from one partner to another" Hor

eample$ Jis employee ofV" + !ndirected

relationship goes *ice *ersa$ for eample$ Visc!stomer ofV"

-elationship categories define either single

relationships$ for eample$ Vis married toV or

m!ltiple relationships of the same category$ for

eample$ Vis contact person ofV"

#he B!siness ,artner relationship categories

a*ailable$ depend on the b!siness partnercategory in !estion" hen a relationship is

created$ the system can chec: &hether a

B!siness ,artner &as created in a partic!lar role

(role dependency of a relationship category)"



79/239


4usiness Partner: relations)i! categories e


80/239


4usiness Partner: 8e#inition o# grou! )ierarc)&

B!siness partner gro!p

hierarchies are reflected in

hierarchy trees s!ch as

affiliates$ corporate str!ct!res$

and p!rchasing collaborations"

+fter defining the gro!ps$ the

b!siness partners areassigned to the single

hierarchy nodes"

B, 100

B, 00 B, 700

B, 00 B, 600

B, 200

8ample B!siness ,artners

in gro!p hierarchies



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4usiness Partner: (rans#er issues o# grou! )ierarc)&

ro!p hierarchies can be transferred to mobile clients"

ro!p hierarchies originally maintained in C-M 8nterprise cannot be

transferred to the 8-, system"

C!stomer hierarchies from the 8-, system can be loaded into +,

C-M$ b!t the changes that can be made to them are restricted" @o! can

process hierarchies from the 8-, system by assigning b!siness partners

to the nodes" #hese b!siness partners are only !sed in processes in+, C-M" #his data is not transferred to the 8-, system"

#here are three preconditions for transferring a c!stomer hierarchy from

the 8-, bac:end

F Initial data echange obNect DU5>C.#>#?I#

F Mapping the +, 8-, c!stomer hierarchy type onto the C-M

b!siness partner gro!p hierarchy type"F Do&nloading the +, -; table 4U%? (c!stomer hierarchies) into

+, C-M$ Initial data echange obNect DU5>B.,+>4U%?"

If this do&nload is acti*e$ no b!siness partner gro!p hierarchies of the

type$ pricing$ can be created &ithin C-M enterprise"



82/239


4usiness Partner: Pricing o# grou! )ierarc)&

+t each hierarchy node$ pricing

conditions and gro!p specific

pricing agreements can be

defined"

Hor all b!siness partners thespecific pricing settings of the

hierarchy node apply

(depending on the c!stomiGing

for pricing)"

B, 100

B, 00 B, 700

B, 00 B, 600

B, 200

,ricing condition y

8ample

ro!p hierarchy pricing



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4usiness Partner: Re!orting structure o# grou! )ierarc)&

ro!p hierarchies facilitate

the analysis of a

collaborati*e str!ct!re"

B, 100

B, 00 B, 700

B, 00 B, 600

B, 200

8ample

-eporting str!ct!re

-eporting



84/239


4usiness Partner: Categories o# grou! )ierarc)&

ro!p hierarchies of different categories can be

created$ for eample$ the categories for pricing or

statistics"

+ B!siness ,artner can be assigned to se*eral

hierarchies of different categories"

#he B!siness ,artner gro!p hierarchy$ incl!ding itsdifferent hierarchy le*els and nodes$ is sales area9

independent" @o! can store sales area9independent

information on e*ery hierarchy le*el"

#he B!siness ,artner gro!p hierarchy allo&s yo! to

gro!p b!siness partners in a m!lti9le*el gro!p

hierarchy"

+lso$ a time9dependent assignment can be defined

from a hierarchy node to another hierarchy node$ as

&ell as from a B!siness ,artner to a hierarchy node"



85/239


4usiness Partner: 5ierarc)ies in eb =%



86/239


9e& !oints

In this topic$ yo!

3 Identified that gro!p hierarchies of B!siness ,artners arereflected in hierarchy trees

3 Defined ho& B!siness ,artners are assigned &ithin the

hierarchy

3 8plored ho& hierarchies are transferred to mobile clients

3 +nalyGed gro!p hierarchied



87/239


Agenda Module 7 E Master 8ata




'. Products

. %nstalled 4ase




88/239


SAP RF$ F ,CC and SAP CRM: (wo di##erent conce!ts

8ata *odel

#he b!siness partner concept in C-M is more fleible than the c!stomer master in +, -; ; 8CC

F B, roles determine the attrib!tes and pro*ide different *ie&s of B, data according to the

processes

F #he data sets are in line &ith the processes that a B, can !se

F #he classification determines the mapping to a +, -; ; 8CC acco!nt gro!p

#he 8-, system and +, C-M also incorporate different concepts for the n!mber range

assignment$ the data display$ and the data !sage" Hollo&ing this$ it is not possible to !se the b!siness

partner role and gro!ping for mapping to acco!nt gro!ps" Instead$ yo! m!st !se the classification"

=sage o# 4usiness Partners in business !rocesses In the 8-, system a c!stomer can only be !sed &ith the correct acco!nt gro!p (for eample$ sold9to

party)"

In +, C-M$ yo! can !se any b!siness partner for a specific p!rpose regardless of its role" #he only

precondition is that yo! ha*e maintained the necessary data (for eample$ a b!siness partner can

only be !sed as a sold9to party &hen pricing data is maintained)"



89/239


SAP RF$ F ,CC and SAP CRM: Ma!!ing o# classi#ication and

account grou!s

In +, C-M and 8-, there is a bidirectional mappingstr!ct!re bet&een b!siness partners" @o! can see thismapping in the 8-, system !sing transaction;n,ID8"

Hor the data transfer from +, C-M to +, -; ; 8CC it isrecommended that yo! create yo!r o&n acco!nt gro!p"

#he indicator Rented Addressis sometimes !sed" B!sinesspartners &ith the classification Rented Addressare not

distrib!ted to the 8-, system$ irrespecti*e of their otherclassifications"

@o! cannot define yo!r o&n classifications"

ith +, C-M$ in the C-M b!siness partner$ yo! canmaintain the fieldAccount +roup and o*er&rite the mappingof transaction ,ID8"

In +, C-M$ the roles sold9to party$ ship9to party$ bill9toparty and payer are assigned to the classification Customerand the c!stomer is assigned to eactly one acco!nt gro!p"


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91/239


4usiness Partners: Consistent distribution

#he leading s&ste*for creating a b!siness partner has to !se the internalnu*berassignment$ the depending system !ses the eternal n!mber range"

It is possible that yo! ha*e different n!mbers for the same c!stomer in 8-,

and in C-M$ synchroniGing (mapping of the different n!mbers) occ!rs thro!gh

the middle&are"

+, 8-, +, C-M

Dew: S)i!-to !art&

Internal n!mber range 197

Dew: Custo*er

Internal n!mber range 0009

Custo*er

8ternal n!mber range 0009

Custo*er

8ternal n!mber range 197


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93/239


4usiness Partners: Custo*i+ing #or consistent distribution

U!mber ranges in the 8-, system are defined and

assigned to acco!t gro!ps in the Implementation

!ide (IM) as follo&s

F eneral 5ogistics Y B!siness ,artner Y

C!stomers Y Control Y Define and +ssign

C!stomer U!mber -anges"

U!mber ranges in +, C-M in the IM are definedas follo&s

F Cross9+pplication Components Y +,

B!siness ,artner Y B!siness ,artner Y Basic

ettings Y U!mber -anges and ro!pings Y

Define U!mber -anges"



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9e& !oints

In this topic$ yo!

3 5isted the differences bet&een +, 8CC and +, C-M inB!siness ,artner models

3 +nalyGed the transfer of consistent B!siness ,artner master

data bet&een +, 8CC and C-M

3 8plored consistent distrib!tion



95/239


Agenda Module 7 E Master 8ata




'. Products

. %nstalled 4ase




96/239


CRM Product Master: Overview

#he acti*ities of a company are represented as prod!cts

&ithin the C-M ystem"

#he goods and ser*ices$ &hich are being sold to

c!stomers$ are !roductsin the master data"

#he prod!ct master data contains all necessary

information &hich is needed to sell and to administrate"imilar to the b!siness partner master data the prod!cts

contain data sets$ &hich gro!p similar information

together"

,rod!cts are stored centrally in the C-M system and

can be !sed in the *ario!s b!siness processes

,rod!cts are called VMaterialsV &ithin the 8-, &orld$ inC-M V,rod!ctV"

,rod!cts can be replicated bet&een 8-, and C-M$ b!t

ha*e a partially different f!nctionality



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Product t&!es: 8e#inition

#he prod!ct type describe the characteristics of a prod!ct

#ypes of prod!cts

F Materials

F er*ices

F arranty

F Hinancing

F Hinancial er*ices

F Intellect!al ,roperty

C-M

,rod!ct

Master


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99/239


Product t&!es: ,


100/239


Activit&

Define prod!cts and gro!p them to a prod!ct type



101/239


Product Material

Service

Material

Ot)ers

Product relations)i!s: ,


102/239


Product relations)i!s: Categories

Internet sales scenarioIf a c!stomer adds a prod!ct to the shopping cart$ additional prod!cts can be s!ggested to him orher *ia the relationshipAccessories" On theAccessoriestab page yo! can also see &hether aprod!ct is an accessory prod!ct (bac: and !sage)"

election of other relationship categories

F C!stomers (for eample$ yo! can assign a c!stomer material n!mber)

F Hinanced by

F Man!fact!rers

F %endors (f" 8"$ a *endor material n!mber can be assigned here)

F Components (a str!ct!red prod!ct is mapped &ith this)

F er*ices (defa!lt prod!cts for the ser*ice order processing)

F pare parts (defa!lt prod!cts for the ser*ice order processing)

F arranties (!sed in the prod!ct registration)

#o do&nload the 8-, c!stomer material n!mber to +, C-M$ yo! !se the relationship Customer ,distri%ution chain"



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Product data sets: Set t&!es

#he C-M prod!ct master is a collection or arrangement of *ario!s set typesthat contain specific data"

et types &hich correspond to database tables$ are displayed on *ario!s*ie&s (tab pages)" e*eral predefined set types (for eample$ basic data$short tets$ con*ersion of !nit of meas!re) are deli*ered &ith the standardprod!ct" .ser9defined set types can be added to the prod!ct master"

ithin the set types$ attrib!tes help to describe prod!cts or indi*id!alobNects" et types enable yo! to perform detailed modeling of prod!cts and

indi*id!al obNects in the system"

+ set is a specific instance of a set type"

,artic!lar set types (+, standard set types) are predefined in the standardsystem" H!rther set types can be defined and filled &ith attrib!tes"

et types can be rele*ant to templates" hen yo! define a template$ yo!can specify concrete *al!es for attrib!tes and assign them to *ario!sprod!cts later by means of other mechanisms"

If a set type is already assigned to a prod!ct category$ it is only possible tochange the set type description and possibly add other attrib!tes"

Only those set types can be deleted that are not assigned to a category(any more)"



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Product data sets: Custo*i+ing set t&!es

Custo*i+ing:

+, Implementation !ide

Cross9+pplication Components

+, ,rod!cts

ettings for ,rod!ct Maintenance Define %ie&s



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Product data sets: ,


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Product data sets: Attributes

#he attrib!tes can be those predefined in the

standard system or ne&ly defined attrib!tes

(incl!ding *al!e ranges)"

+n attrib!te is defined by its attrib!te type (for

eample$ integer$ character string$ or date)$ its

length and (optionally) its *al!e range (foreample$ single *al!es or inter*als)$ or by a

*al!e table"

Uote .ser9defined attrib!tes cannot be assigned

to standard +, set types"



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Product data sets: ,


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in)erited setet aQ

5egend

5ierarc)ies and categories

C!stomer hierarchy

Category *ehicles

Category cars

+, hierarchy

Category tr!c:s

et a

et b et c

,rod!ct C01

,rod!ct C02

,rod!ct #01

et aQ et aQ

,rod!ct #02



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,n)ancing !roduct *aster

5ierarc)& Categor& Set (&!e Attribute

Custo*er

)ierarc)&

Categor&:ve)icles

Categor&: cars

Categor&: truc3s

,ui!*ent Air condition

Air bag



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(rans#erring !roduct )ierarc)ies #ro* SAP ,CC to SAP CRM

Custo*i+ing download G 4ase )ierarc)ies

Before materials can be transferred from the 8-, system to the +, C-M system$ base )ierarc)iesm!st be

created &ith a C!stomiGing do&nload"

-,-OD#@, is a defa!lt base hierarchy" ,rod!cts that are loaded to the C-M system from the 8-, system

sho!ld at least belong to this base hierarchy" Optionally$ prod!cts can be assigned to f!rther base hierarchies"

If +, C-M is implemented &itho!t an 8-, bac:end system$ preparatory steps are necessary before prod!ctmaster data can be created in the C-M system" #hese preparatory steps are doc!mented in C!stomiGing

SAP mplementation +uide Customer Relationship Management Master /ata Products CRM

Standalone.

#he adapter obNect for transferring the base hierarchies *ia middle&are is DU5>C.#>,-OD1"

SAP ,RP F ,CC

,rod!ct ?ierarchy

Material type

Material gro!p

SAP CRM

-,-OD?I8-

-,-OD#@,

-M+#C5+



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Material Master: download and u!load

Source: SAP ,RP

%nitial downloadonce

8elta downloadongoing

(arget: SAP CRM

8elta u!load *anuall& and

individuall& #or eac) !roduct



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Material Master: download F u!load

8ownload o# ,RP *aterial *asters to t)e SAP CRM s&ste* hen +, C-M is set !p$ an initial downloadis performed"

8isting C!stomiGing data is a prere!isite for a s!ccessf!l

initial do&nload"

5ater$ delta downloadsare performed permanently in order

to align transaction data in the C-M system &ith the master

data of the bac:end system"

Uote C!stomiGing changes are not !pdated thro!gh a delta

do&nload"

=!load o# CRM !roducts to t)e ,RP s&ste*

#he !pload of C-M prod!ct data is possible$ b!t it cannot be

performed a!tomatically$ it m!st be carried o!t man!ally and

indi*id!ally for each prod!ct"

.pload can be permitted or prohibited for each prod!ct in

C!stomiGing Y C!stomer -elationship Management Y MasterData Y ,rod!cts Y ettings for ,rod!ct #ype Y +llo& .pload

for a ,rod!ct #ype"

+fter a prod!ct has been loaded from +, C-M to the 8-,

system$ changes are !pdated by means of a delta transfer$

b!t only in the 8-, direction"

8ownload

=!load

8-, C-M

C-M8-,



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Co*!etitor !roducts

Information abo!t competitor prod!cts is incl!ded in master data

Competiti*e prod!cts are lin:ed to companyKs prod!ct (relationships)

Information abo!t competitorKs prod!cts is incl!ded in rele*ant b!siness processes

Co*!an&s !roduct 8%8%#K as sho&n

in the screen "

#he b!tton _ObNect

H!nction;Callbac: ` needto be pressed first $ to

register the

C!stom f!nction mod!le

to be !sed in the e*ent

later "


,vents - Ste! 2


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tep 2 #he list of registeredstandard f!nction mod!le is

displayed in the screen "e

need to press the JUe&

8ntriesK b!tton here "


,vent E Ste! $


190/239


tep #he c!stom

f!nction mod!le has

been added $ &ith the

obNect f!nction as

C-M>O-D8-+DM>I $

as o!r re!irement isfor line item only "

,ress the sa*e

b!tton $ as sho&n that

the data has been

sa*ed "Mo*e o!t of

the

transactionafter this action is

complete "


,vent E Ste! '

#o trigger the e*ent immediately &hen e*er a


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#o trigger the e*ent immediately &hen e*er a

line item is changed $ &e sho!ld select

8ec!tion time as JimmediatelyK "

#he ObNect name is J+dministration Item K as

&e are concerned &ith the item change

#he e*ent need to be triggered after each

change made by !ser $ so e*ent

_+H#8->C?+U8 ` is selected " O!r c!stom

f!nction mod!le has been mentioned in theCallbac: section "

Uo& press the b!tton _Callbac: for

Cat;ObN;8*ent` " + screen as belo& &ill

appear",ress the _Display b!tton


,vent E Ste!


192/239



,ress @es b!tton on the leftscreen 9 &hich in t!rn &ill sho&

the belo& screen" Clic: _Ue&

8ntries` b!tton"


,vent E Ste! B


193/239



Hill the dataas

appropriate

in the screen


,vent E Conclusion


194/239



#he c!stom f!nction mod!le code is *isible

inside the e*ent $ #h!s binding ofthe c!stom e*ent &ith the c!stom

f!nction mod!le is complete "


4(, E 4usiness (ransaction ,vents

+, , id f di h i h difi i


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+, ,rogram pro*ides a means of etending the system &itho!t modification

thro!gh c!stomiGing" It is done thro!gh 8*ents called B!siness #ransaction8*ents"

It can be set !p is !sing tcode li:e HIBH

+, pro*ides sample f!nction mod!les F called +M,58 for e*ents &hich

contains the interface" It can be !sed as a template to create c!stom f!nction

mod!le for the e*ents"

In order to search B#8$ in code$ tables li:e #B8W ; #,W can be searched"

.sing B#8 follo&ing component can be pl!gged in

F C!stom H!nction Mod!le

F H!nction Mod!les by ,artners

F +, Components



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(Optional client

logo can

be placed here)

Disclaimer



B!siness +ddins (B+di)


Objectives


197/239



#he participants &ill be able to

F Describe B!siness +dd9Ins and their ad*antages o*er .ser 8its"

F+nalyGe definition and Implementation of B+di thro!gh transactions 81 and 81"

F Hind B!siness +ddins for a partic!lar +, transaction (if it has a B+di)"


)at is 4Adi


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B!siness +dd9Ins are a ne& +, enhancement techni!e based on +B+,

ObNects" (It has Interfaces E Methods)

B!siness +dd9Ins sho!ld be considered generaliGed B!siness #ransaction

8*ents that can be !sed to b!ndle program$ men! and screen enhancements

into a single add9in"

B!siness +dd9Ins ha*e t&o parts One is the Definition and the other is its

Implementation" #he definition can either be +, pro*ided or !ser may also

create it"


4Adis H =ser-,


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B+dis ha*e follo&ing distinct feat!res$ !nli:e .ser 8its

F .ses ObNect oriented approach

F #&o parts 9 Definition and its Implementation 9 definition can either be +, pro*ided

or !ser may also create it

F #he B!siness +dd9In definition can be !sed acti*ely by any n!mber ofimplementations at the same time" I"e" it s!pports m!ltiple acti*e implementations"

(e"g" M!ltiple !se B+dis)

F #here can be more than one implementations of the same B+DI definition$ and in

that case only the acti*e implementations &ill be eec!ted" @o! can acti*ate or de9

acti*ate any of the implementations after creation"

F In addition$ B!siness +dd9Ins can be defined according to filter *al!es" #his allo&s

yo! to control add9in implementation and ma:e it dependent on specific criteria (on a

specific Co!ntry *al!e$ for eample)"


4Adi : )ere to "ind


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5oo: for B+di definition in IM and in component hierarchy" (!sing transaction

81)

Create o&n implementation of the add9in (complete coding for Methods) and

acti*ate" (!sing transaction 81)

8nhancementVs acti*e components are called at r!ntime"


4Adi 8e#inition S,1I


201/239

,resentation #itle IBM Internal .se Doc ment I201


In the Definition *ie&$ an application programmer predefines eit points in a so!rce

that allo& c!stomers to attach additional soft&are to standard +, so!rce code

&itho!t ha*ing to modify the original obNect"

#o define a B+di !se ap Men! 9Y #ools 9Y +B+, or:bench 9Y .tilities 9Y B!siness

+dd9Ins 9Y Definition (transaction S,1I)"

Call the interface at the appropriate point in application program$ &here yo! &ant to

pro*ide an eit to the c!stomer

C!stomers can then select the add9in and implement it according to their needs


4Adi %*!le*entation S,1J


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,resentation #itle IBM Internal .se Doc ment I202


In the Implementation *ie&$ the !sers of B!siness +dd9Ins can c!stomiGe the

logic they need or !se a standard logic if one is a*ailable"

Hind the s!itable B!siness +dd9Ins present in system (.se IM or Component

hierarchy)

.se +dd9Ins Doc!mentation to !nderstand f!nctionality E to decide &hichDefinition to implement"

.se +, Men! +B+, or:bench 9Y.tilities 9Y B!siness +dd9Ins 9Y

Implementation (transaction 81)


4Adi %*!le*entation : Seuence o# ste!s


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, t ti #itl IBM I t l . D t I20


1" Hind the corresponding B+di for the +, transaction

2" Create a c!stom Implementation for the B+di

" Hrom the methods a*ailable in the B+di and select the appropriate method

7" 8nter c!stom code in the method and acti*ate

" 8ec!te +, transaction and test if method &ith c!stom code is being in*o:ed


Su**ar&


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, t ti #itl IBM I t l . D t I207

Copyright IBM Corporation

Documents

CRM Overview & Master Data -Day1