Modules in SAP CRM

7/29/2019 Modules in SAP CRM

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Modules in SAP CRM

Modules in SAP CRM

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modules in SAP CRM

SAP CRM consists of 3 core modules.

Marketing ( Pre-Sales )

Sales

Service ( Post-Sales )

Marketing : Marketing module helps the marketing department with customer acquisition. This

includes one or more of the following activities

Campaign management This includes different campaigns like e-mail, phone and other forms of

customer engagement programs.

Trade Promotion Management -

Segmentation Segmentation is the process of segregating your customers/leads/opportunities into

different segments. This is used to effectively use the available time and resources on a targeted

marketing plan.

Sales : Sales involves the OTC Cycle ( Order to Cash ) cycle excluding the logistics part. So this

effectively includes

Order Management This includes order management, contracts management, quotation

management and other sales related activities.

Billing This includes the billing of the orders created. Billing can either be done in ECC or in

dules in SAP CRM http://www.magnatraining.com/modules-in-sap-crm/

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CRM. SAP CRM is specifically suited for Service related Billing.

Service : Service Module involves most activities that are involved in SAP ECCs SM & PM

Modules. They include

Service Order Management

Repairs & Returns Management

Service Contracts ManagementEquipment and Installed Base Management

Channel Management : There are many ways through which these services can reach the customer.

In SAP CRM terminology, these ways are called CHANNELS . And managing these channels is

called Channel Management. Examples of channels include Internet, e-mail, Field Applications,

e-Commerce, CIC etc.

Field Applications Examples of field applications includes applications specifically designed for

devices like PDA, mobiles and other devices that can be directly used in the field. For example,

Coca-cola uses a field application on a special mobile-based ordering device that scans stock and

orders straight from the device and interacts with the in-house CRM server. Similarly, Seven-11

uses a field application that scans the stock at the site and depending on certain presets, places

orders directly the next time the device is hooked on to the internet.

e-Commerce Depending on the situation, there could be B2B or B2C kind of e-commerce ( Now

Called the Web Channel ) applications providing sales to the customers.

Customer Interaction Center SAP CRM has a very sophisticated call-center management

system called the Customer Interaction Center or simply IC. In earlier versions of CRM, there used

to be a separate SAP client used for this called the Win Client. The latest versions ( including CRM

2006, 2007 ) use IC WebClient A completely web-based software that is used for Call Center

Management. This software interacts with SAP CTI ( Computer Telephony Integration ) module for

managing inbound and outbound calls.

Analytics : Coupled with an SAP BW system, statistics and key figures in CRM can be extracted

and is called SAP CRM Analytics module.

Using a combination of core modules ( Sales, Marketing, Service ) , Channel Management (

Different Channels ) & Analytics, you would probably hear multiple variants like

e-Commerce Marketing ( Marketing using the Web Channel )e-Commerce Sales

Mobile Sales ( Sales using the mobile Channel )

Mobile Analytics

IC Sales

IC Service ( Service using the Call Center Channel )

IC Analytics

and many more

SAP CRM Versions : Please refer to the release notes for the difference between the different

versions.

SAP CRM 3.0

SAP CRM 4.0


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SAP CRM 5.0

SAP CRM 6.0 ( 2007 )

SAP CRM 7.0 ( 2008 )

Click the link for full fledged CRM Training

SAP CRM Training

ForRemote SAP Access or online SAP Access learn more by clicking on the links above.

10 Responses to Modules in SAP CRM

Nirmala January 12, 2013 at 12:22 am #

Please tell me, what are the differences between SAP CRM 6.0 and 7.0 being a student i hope we

cant access the SAP Release notes

1.

Gupta January 10, 2013 at 9:28 am #

HiI am an IT exp pre MBA and working in SAP CRM post MBA since April 2012.

I need your advice about how can I go about in my career.

Because I see many many modules in CRM and right now I am working in ICSS and IC- Service

Module support projects.

Pl provide/reply me your email id, I will get in touch with you !

Thanks

Gupta

Bangalore

2.

SAP Training December 12, 2012 at 5:40 pm #

Best SAP SD and SAP CRM training with complete job training.

3.

sathish September 22, 2012 at 9:26 am #

I Completed B.Tech(IT), I an working on 2 year exp about Customer-Quality in one company ,Its

4.


5 1/16/2013 1:45 PM


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wright way about to choose SAP-CRM.I already know about ABAP.


Yes Satish you are very much fit for SAP CRM technical or functional training.

aditya August 30, 2012 at 5:11 am #

i works in optical fiber firm after complete my B.tech in e&c, as a crm so guide me a SAP is right

choice or doing MBA first


Initial job in SAP CRM donot require MBA.Further growth in career, after 3 years you

should have MBA for getting into Leadership levels.

5.

Abhaydeep Jha July 20, 2012 at 8:21 pm #

Hello. I am having 1 year of experience in CRM and worked for a steel manufacturing firm. Then I

did my MBA (Marketing) and completed it in the month of June2012. Observing the market trends

and the updated technology, should I pursue CRM module in SAP to grab better opportunities? It

would be very helpful if you could, through your experiences, guide me.


Yes Abhay.You can get into SAP CRM.You can check our website and discuss with our

technical panel.

6.

sandeep June 4, 2012 at 6:24 am #

Hello.

will u tell about the latest version in market( in 2012) and also its ecc.

7.


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