Sapnotebook - Free SAP Resource Library: Customer Relationship Management (CRM)

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CRM Cookbook

Written by admin on Feb 6th, 2008 | Filed under: Customer Relationship Management (CRM)

CRM Cookbook Download here

Contents
Cookbook: Individual Objects in the Interaction Center
1 Overview
1.1 Purpose of this Document
1.2 Overall Scenario
1.3 Required Steps
2 Modeling of the Individual Object “Boat”
2.1 Object Family
2.2 Creating Attributes
2.3 Creating Set Types
2.4 Creation of categories
2.5 Maintain Number Schemas for Categories
3 Create Screens Specific to the Individual Object (Boat)
3.1 Get_ui_data
3.2 Modify_Screen
3.3 Set_ui_Data
3.4 Top Include
3.5 Extend UI structure
4 IC Customizing
4.1 Maintain Application Area of Individual Objects
4.2 Create IC Organization and Assign IC Profile
5. BAdI Implementation
6. Defining an Alternative ID Type for Your Individual Object
6.1 Define ID Types
6.2 Define ID Profiles
6.3 Assign ID Profile to Object Family
6.4 Using the Alternative ID in the IC
7. Customizing for Event History
7.1 History Overview
7.2 Event History
7.3 Integration With Business Transactions
7.4 Link Interpretation and Extract Handling
7.5 External Links
7.6 Building Extracts: Example of Business Transaction Integration
ref: sappoint

SAP Customer Relationship Management 2007

SAP Customer Relationship Management

SAP CRM (Customer Relationship Management) 2007

Download from Rapidshare or Mediafire.

Course Contents:

Chapter 1 About this Document . . . . . . . . . . . . . . . . . . . . 9
Chapter 2 SAP CRM Overview . . . . . . . . . . . . . . . . . . . . . 11
2.1 Introduction to SAP CRM . . . . . . . . . . . . . . . . . . . 11
2.2 Installable Software Units of SAP CRM 2007 . . . . . . . . . . . . . 12
2.2.1 CRM Core . . . . . . . . . . . . . . . . . . . . . . . . . 12
2.2.2 CRM Mobile Client Component . . . . . . . . . . . . . . . . . 19
2.2.3 CRM Handheld Integration . . . . . . . . . . . . . . . . . . 22
2.2.4 Workforce Deployment . . . . . . . . . . . . . . . . . . . . 24
2.2.5 Standalone Components . . . . . . . . . . . . . . . . . . . 25
2.2.6 Application Systems . . . . . . . . . . . . . . . . . . . . . 27
2.2.7 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 29
2.2.8 Content Types . . . . . . . . . . . . . . . . . . . . . . . 30
2.3 System Landscapes . . . . . . . . . . . . . . . . . . . . . . 32
2.4 Implementation Sequence for Implementing SAP CRM Scenarios . . . . 34
Chapter 3 SAP CRM Scenarios . . . . . . . . . . . . . . . . . . . . . 41
3.1 Field Applications . . . . . . . . . . . . . . . . . . . . . . 41
3.1.1 Field Account and Contact Management with CRM Mobile Sales . . . . . 42
3.1.2 Field Account and Contact Management with CRM Mobile Sales for Handheld 42
3.1.3 Field Campaign Management with CRM Mobile Sales . . . . . . . . . 43
3.1.4 Field Complaints Management with CRM Mobile Service . . . . . . . 44
3.1.5 Field Opportunity Management with CRM Mobile Sales . . . . . . . . 45
3.1.6 Field Quotation and Order Management with CRM Mobile Sales . . . . . 45
3.1.7 Field Quotation and Order Management with CRM Mobile Sales for Handheld 47
3.1.8 Field Sales Using Mobile Sales Online . . . . . . . . . . . . . . . 47
3.1.9 Field Service Order Management with CRM Mobile Service . . . . . . . 48
3.1.10 Field Service Stock Management with CRM Mobile Service . . . . . . . 49
3.2 Interaction Center . . . . . . . . . . . . . . . . . . . . . . 50
3.2.1 Interaction Center Management . . . . . . . . . . . . . . . . . 50
3.2.2 Interaction Center Marketing . . . . . . . . . . . . . . . . . . 51
3.2.3 IC Sales with CRM Sales Order . . . . . . . . . . . . . . . . . 51
3.2.4 Interaction Center Sales with ERP Sales Order . . . . . . . . . . . . 52
3.2.5 Interaction Center Service . . . . . . . . . . . . . . . . . . . 53
3.2.6 Shared Services Center . . . . . . . . . . . . . . . . . . . . 53
3.3 Marketing . . . . . . . . . . . . . . . . . . . . . . . . . 54
3.3.1 Campaign Management . . . . . . . . . . . . . . . . . . . . 54
3.3.2 Trade Promotion Management . . . . . . . . . . . . . . . . . 55
3.4 Partner Channel Management . . . . . . . . . . . . . . . . . 56
3.4.1 Account and Contact Management with Channel Partners . . . . . . . 56
3.4.2 Campaign Management With Channel Partners . . . . . . . . . . . 57
3.4.3 Collaborative Selling . . . . . . . . . . . . . . . . . . . . . 58
3.4.4 Lead and Opportunity Management with Channel Partners . . . . . . . 58
3.4.5 Market Development Funds . . . . . . . . . . . . . . . . . . 59
3.4.6 Partner Management . . . . . . . . . . . . . . . . . . . . . 60
3.4.7 Quotation and Order Management for Business-on-Behalf . . . . . . . 61
3.5 Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
3.5.1 Account and Contact Management . . . . . . . . . . . . . . . . 62
3.5.2 Contract Management . . . . . . . . . . . . . . . . . . . . 62
3.5.3 Incentive and Commission Management in CRM . . . . . . . . . . 63
3.5.4 Lead and Opportunity Management . . . . . . . . . . . . . . . 64
3.5.5 Quotation and Order Management in CRM (with CRM Billing and Rebates) 64
3.5.6 Quotation and Order Management in CRM (with ERP Billing) . . . . . . 65
3.5.7 Sales Performance Management . . . . . . . . . . . . . . . . . 65
3.5.8 Sales Planning . . . . . . . . . . . . . . . . . . . . . . . 66
3.6 Service . . . . . . . . . . . . . . . . . . . . . . . . . . 67
3.6.1 Case Management . . . . . . . . . . . . . . . . . . . . . . 67
3.6.2 Complaints and Returns Management . . . . . . . . . . . . . . 68
3.6.3 In-House Repair . . . . . . . . . . . . . . . . . . . . . . . 69
3.6.4 Recall Management . . . . . . . . . . . . . . . . . . . . . 69
3.6.5 Reverse Logistic for New and Changed Service Parts . . . . . . . . . . 70
3.6.6 Service Contract Management . . . . . . . . . . . . . . . . . 70
3.6.7 Service Order Management . . . . . . . . . . . . . . . . . . . 71
3.6.8 Service Order Management for Planned Services . . . . . . . . . . . 72
3.6.9 Service Order Management with ERP Billing . . . . . . . . . . . . 73
3.6.10 Service Order Management with External Resource Procurement . . . . 73
3.6.11 Service Order Management with Service Part Procurement . . . . . . . 74
3.6.12 Usage-Based Service Contract Management . . . . . . . . . . . . . 74
3.7 Web Channel . . . . . . . . . . . . . . . . . . . . . . . . 75
3.7.1 Campaign Management in CRM Web Channel . . . . . . . . . . . 75
3.7.2 Catalog Management in CRM . . . . . . . . . . . . . . . . . . 76
3.7.3 Complaints and Returns Management in CRM Web Channel . . . . . . 76
3.7.4 Contract Management in CRM Web Channel . . . . . . . . . . . . 77
3.7.5 Quotation and Order Management in CRM Web Channel . . . . . . . 78
3.7.6 Service Request Management . . . . . . . . . . . . . . . . . . 78
3.7.7 Solution Assistance . . . . . . . . . . . . . . . . . . . . . . 79
3.7.8 Web Auctions: Auctioning via Web Shop . . . . . . . . . . . . . . 80
Chapter 4 Solution-Wide Topics . . . . . . . . . . . . . . . . . . . . 81
4.1 Developing and Modifying Applications: SAP NetWeaver Development
Infrastructure . . . . . . . . . . . . . . . . . . . . . . . 81
4.2 Customizing Scout . . . . . . . . . . . . . . . . . . . . . . 82
4.3 Easy Enhancement Workbench . . . . . . . . . . . . . . . . . 83
4.4 Monitoring the System Landscape . . . . . . . . . . . . . . . . 83
4.5 RosettaNet . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.6 Shared Services . . . . . . . . . . . . . . . . . . . . . . . 84
4.6.1 Use Cases . . . . . . . . . . . . . . . . . . . . . . . . . 86
4.6.1.1 Support Infrastructure . . . . . . . . . . . . . . . . . . . . 86
4.6.1.2 Central Administration and Monitoring of SAP NetWeaver . . . . . . . 88
4.6.1.3 Collection of Landscape Data and Central Planning of Software Life-Cycle Tasks 90
4.6.1.4 Authentication and Single Sign-On . . . . . . . . . . . . . . . . 91
4.6.1.5 Integrated User and Access Management . . . . . . . . . . . . . . 91
4.6.1.6 Creating Interactive Forms and Print Forms . . . . . . . . . . . . 92
4.6.2 Examples for the Overall System Landscape of Shared Services . . . . . . 92
4.6.3 Feature Details . . . . . . . . . . . . . . . . . . . . . . . 98
4.6.3.1 SAP Solution Manager . . . . . . . . . . . . . . . . . . . . 99
4.6.3.2 Solution Manager Diagnostics . . . . . . . . . . . . . . . . . . 100
4.6.3.3 SAP NetWeaver Administrator . . . . . . . . . . . . . . . . . 101
4.6.3.4 System Landscape Directory . . . . . . . . . . . . . . . . . . 102
4.6.3.5 Software Lifecycle Manager . . . . . . . . . . . . . . . . . . . 109
4.6.3.6 Adobe Document Services . . . . . . . . . . . . . . . . . . . 110
Chapter A Appendix . . . . . . . . . . . . . . . . . . . . . . . . . 113
A.1 List of Documentation . . . . . . . . . . . . . . . . . . . . 113
A.2 List of SAP Notes . . . . . . . . . . . . . . . . . . . . . . . 114
A.3 Related Information . . . . . . . . . . . . . . . . . . . . . 116
A.4 List of Industry Solution Master Guides . . . . . . . . . . . . . . 117
A.5 Accessing the SAP Library . . . . . . . . . . . . . . . . . . . 118
Chapter B Reference . . . . . . . . . . . . . . . . . . . . . . . . . 119
B.1 The Main SAP Documentation Types . . . . . . . . . . . . . . . 119

SAP CRM configuration Best Practices

http://www.mediafire.com/?2r50saaf0dn

mySAP CRM Overview

What is CRM?
Customer Relationship Management is a business strategy aimed at optimizing customer-facing activities for the greatest impact on business success.

Competitive Markets, demanding customers and the need to optimize internal processes put companies under great pressure. They are now looking for a software solution which provides seamless end-to-end integration, offers the functionality required by their industry and can be flexibly deployed.

This Manual on Introduction to mySAP CRM Overview(PDF) (contains Media and Text) covers:

Introduction to mySAP CRM
Foundation & Architecture
mySAP CRM Analytics
mySAP CRM Marketing
mySAP CRM E-Commerce
mySAP CRM Channel Management
mySAP CRM Sales
mySAP CRM Interaction Center
mySAP CRM Service
mySAP CRM Field Applications
mySAP CRM for Industries
mySAP CRM Implementation & Operation

Testing Content

Usage of test cases in Solution Manager

SAP CRM projects requires content for testing to

Validate that implemented standard processes work correctly in Customer environment
Facilitate the speedy and efficient setup of prototypes/sandbox systems to show standard functionality
As a basis for test & approval of enhancement or modified SAP CRM Business Processes
Validate that the cross SAP Component processes are working correctly in an Integrated environment

SAP CRM Projects need content for testing in form of specific test cases for scenairos and processes.

Know More in this manual, download from rapidshare or mediafire.

Config to Open External URL from IC Webclient

Web URL inside CRM IC Web BSP view can be launched using transaction launcher. Follow the steps below:

First create URL ID using the path IMG->CRM->IC WebClient->Basic Functions->Transaction Launcher->Define URL’s and Parameters
Here by clicking on New Entries ,you need to create a URL ID, select 3rd radio button Non BSP URL and enter your web URL there. To keep it simple copy the existing URL ID SAP into your own with your web URL for ex ZSDN
Now go back to Transaction Launcher and start the “Configure Transaction Launcher” Wizard
In the Wizard when it prompts for Launch Transaction ID ,enter new transaction ID for ex ZTXID_SDN and click on ‘continue ‘ and enter transaction class name for ZCL_TX_SDN
In the next screen under ‘Transaction launcher Type’ select ‘URL Transaction’ ,and under details area select the URL ID you have created in step 1. i.e ZSDN.
Complete the wizard.
Now you need to map the URL transaction ID to Navigation Bar profile entries.
For this go to ‘Define Navigation Bar Profiles’ under Basic Functions.
Click on Define Entries ,enter the basic details and select ‘Launch Trans’ radio button and select the transaction id created in step 2 . i.e ZTXID_SDN
Add the above create entry to your Navigation Bar profile
Update IC Web Client profile with your Navigation bar profile
Launch IC web and you would see Web URL Navigation bar entry under Navigation Bar.

SAP CRM Frequently Asked Questions

SAP CRM Frequently Asked Questions

1. Can you tell me trade spend keys
2 R3 adaptor exists in R3
3. Business Partner category allows you to define number ranges
4. It is not possible to created your own business partner category
5. One role can have multiple data sets
6. In SAP,It is possible to identify duplicate BP master record
7. One relationship category can specify bidirectional relationship

8. Partner role in SAP R3 and classification in CRM used to define the interlinkage
9. Is it mandatory to define different org structure for sales and service
10. It is possible to transfer R3 org structure directly to CRM
11. R3 employee personal master can be transferred to CRM
12. It is possible to use distribution channel to define my CRM org structure
13. I can simultaneously use responsibility rule and org model rule
14. Org model is time dependent
15. Org model (HR) in R3 can be transferred to CRM
16. HR Master Record can be transferred to CRM
17. Terri and org mgt can be used simultaneously
18. User defined attributes can be used to define my CRM org models
19. Both in territory and org mgt it is possible to create different labels
20. It is possible to store inactive BP in CRM system 21. It is possible to store inactive products in CRM
22. Attributes in Product Master is attached directly
23. Will Org determination be triggered first then partner determination
24. Partner determination is done again after doc changes
25. Item cat can be made to be re-determined during copy control
26. Line item status as per R3 partial delivery will get updated in CRM doc
27. It is possible to do the billing of CRM service order in R3
28. In an activity journal template, can we really update material type
29. It is possible to create survey questions which will generate dynamic subsequent questions
30. It is possible to attach 2 alternative partner determination procedure to a transaction
31. When I am defining CRM access sequence, it is possible to refer business logic
32. It is not possible to handle free goods in CRM IPC ? through java codes
33. Is it possible that in partner determination procedure, different partner function can be determined at different times
34. In partner determination procedure, I can use multiple relationship levels
35. Is it possible to used preceding document?s org units during copy
36. Mandatory IPC data loader is needed to pull the data from R3 to CRM system
37. Is it possible to transfer specific objects from R3 to CRM
38. It is possible to combine both the CRM and R3 pricing conditions in one document
39. It is possible to do the same when document is going to R3
40. Is it possible to have CRM variant for 3 levels for products
41. Processing time for action is specified in scheduled conditions
42. Action can be used to trigger a workflow
43. Action can be used to take manual decision
43. Workflow can be used for date driven process
44. Customization from CRM to mobile data can be done through SBDOC
45. Customization from CRM can be pushed to R3 system
46. Consolidated Database is needed for every mBDOC
47. A BDOC can hold only modified fields
48. Hierarchical distribution of business data among CRM ecosystem
49. Publication and subscription are linked one to one
50. Middleware trace functionality can be used to monitor inbound queue
51. Flow context in middleware can be defined using a formula
52. In Solution Manager it is possible to initiate the integration testing
53. Internet Sales is an application that is built using JSP
54. Following application are used using JSP
a. Internet Sales
b. Win client
c. Web client
d. Collaborative Showroom
e. Partner Portal
55. Blueprint table exists in Enterprise portal server
56. How R3 text objects are brought into CRM?
57. How do we integrate the CRM with SAP R/3? Where do we mention the IP address of SAP R/3 server? What else is required?
58. What is the difference between replication and realignment in CRM?
59. What is the difference between an activity and a task in CRM?
60. Can you point out some details of BP ownership in CRM? Specifically, we will be loading channel partners from R/3.
We would like to assign these partners to specific “channel managers.” What constitutes this ownership?
61. Should clients implement both WinClient and WebClient for the IC or only one of them? Could you please explain
this with supporting reasons?
62. Fully grown my SAP CRM is built on the following components
a. CRM central serve
b. SAP R/3 as a back end system
c. SAP BW system as a data ware house solution with comprehensive statistical and analytical possibilities
d. SAP APO as global ATP check and demand planning solution
e. SAP enterprise portal as a tool to provide integrated access to all the systems
63. Can we create Business partner category
64. Business partner group hierarchy
a. A business partner can be assigned to several hierarchies of different categories
b. The business partner GH allows you to group business partners in a multilevel GH
c. Time dependent
d. Groups business partners together in a hierarchy for statistical or analysis purposes
65. The mapping classification from CRM to R/3 in PIDE
a. Consumer (an organization or person)
b. Customer
c. Prospect
d. Competitor
66. What is the organizational unit used for
a. Sales organization is used for pricing
b. The organizational structure can be different from R/3 and has no restrictions regarding usable levels
c. Time stamp
d. You can assign scenario specific attributes to the relevant org units for org. determination, transaction processing, partner determination etc.,
67. Organization data determination can be done using
a. Transaction type
b. Organization structure
c. Business partner
d. Product master
68. Org. data profile is assigned to Transaction Type
69. A holder can be?
a. Occupy positions
b. Is an optional organizational unit
70. Organizational model can be maintained in CRM. Which of the following are true.
a. To assign a user to a position u also need to have master data maintained for the same
b. Can be mapped from CRM to SAP R/3
c. Additional levels in CRM are mapped into R/3 automatically
71. Ways to determine the org units in a document
72. Responsible organizational unit is used for..
a. Derives all other org.units
b. For pricing
c. Equivalent to R/3 plant
d. Is in charge of a business transaction
73. Territory management is used for
a. Reflect the market view of an organization
b. Specifies which products can be offered in a territory
c. Who has the highest revenue
d. Which BP?s belong to a territory
74. Who is responsible for a territory
a. We must link employees with territories via the HR position in org. management
b. Can assign permanently or for a definite time period
75. True for territory management
a. Hierarchies can be time dependent
b. Can use hierarchies for representing territories
c. We can define our own attributes to define a territory
76. Following is true with regard to product categories
a. Initial assignment of products to product categories is done during download from OLTP
b. PC?s are assigned to Ptypes
c. PC can be assigned to many categories
d. Can have hierarchy of product categories
e. If a product type is assigned to a category only products of this type can be assigned to a category
77. Following is true with regard to attributes and set types
a. Attributes are assigned directly to product master
b. Set types are group of attributes or fields corresponding to various database tables
c. Attributes are assigned to set types
d. Set types and attributes can?t be transferred to R/3
78. Mapping of SAP R/3 to SAP CRM with regard to products
a. Material type to R3PRODSTYP
b. Material group to R3MATCLASS
c. Product hierarchy to R3PRODHIER
79. Sales Transactions are
a. Business activity
b. Quotation
c. Sales Order
d. Leads
e. Inquiry?
80. Control attributes in a transaction type
a. BOM explosion
b. Text determination procedure
c. Partner determination procedure
d. Object relation procedure
e. Action profile
f. Number ranges
81. Business transaction category is a control attribute that controls
a. Item category determination
b. Subordinate transaction type
c. Control attributes of transaction type
d. Subordinate item category
82. With regard to copying and creating a follow up document following is true
a. Copy survey
b. Copy control
c. Copy item number
d. Copy pricing agreements
83. In copy control customizing what setting can influence transaction type and
item category determination
a. Copy survey
b. Copy control
c. Copy item number
d. Copy pricing agreements
84. Following is true for texts
a. You define the source text of text types within access sequence
b. The texts are automatically determined in a document or can be entered
c. Can be assigned to transaction type and item categories
85. Which statements are correct for status management
a. It?s controlled by status profile
b. You must assign at least one object type to the status procedure
c. System status can be controlled by system profile
d. User status is set internally by the system
e. Header status is independent of item status except in case of status completed
f. Status profiles can be assigned to transaction type or item category
86. Following is true with regard to incompleteness check
a. Incompleteness check allows you to find out whether a document is complete or not
b. In customizing you define which fields are mandatory for which transaction type and/or item category
c. Incompleteness check is not available on the CRM mobile client
87. Which of these functions are possible on sales transaction in CRM
a. Change price at item level
b. ATP check
c. Document flow
d. Auto creation of delivery document
88. Activity management is an important component of CRM. Which of the following are true
a. Task is transaction replicated to R/3 and mobile client
89. Business activity and task have the following in common
a. Needs a specific date
b. Includes a business partner
c. Have org data
90. Activities and calendar integration
a. Bidirectional data exchange between my SAP CRM middleware and groupware solutions
b. Activities appear in calendar if calendar flag is active for each partner functions and Activity type
c. Activities can be created or changed directly from calendar
91. Fact sheet
92. Order of customizing for partner determination
93. Partner functions necessary for uploading sales order into R/3
a. Sold to party
b. Ship to party
c. Payer
d. Bill to party
e. Employee responsible
94. IPC is required to calculate pricing in CRM. Which of the following are true
a. It consists of SPE, SCE and TTE only. as it also includes data loader and limited product master information
b. IPC accesses CRM database
c. IPC is JAVA based technology
95. Identify the correct statements regarding the pricing in CRM
a. Maintained in CRM. IPC accesses R/3 enterprise
96. Tax calculation
a. The business partner and product tax classification is made by assigning tax groups to the tax types that must be
determined in any given country
b. The tax groups indicate whether a business partner is liable for or exempted from respective tax type that is
imposed
c. The combination of tax group, the country or region and the tax type determines the tax condition record
d. A business partner or a product has not been assigned a tax classification, the default tax group is used
97. True for actions
98. Schedule condition
99. Billing prerequisites
a. Billing unit
b. Number ranges
c. Billing types
d. Item categories
e. Item category determination
100. Data exchange between R/3 and CRM
101. What is Adapters ?
102. Main tasks of R/3 adapter
103. Administration console ?Replication Administration
104. Publisher-Subscriber Concept
105. Load filtering
106. What is a business scenario 46. Key Blocks for people centric CRM
107. What does the role definition determine
a. A task oriented content
108. SAP Net Weaver
109. Three layers of Web Application Server
110. What is business package
111. The delivery mechanism is in the iView studio. Following are the primary functions
a. Informing customers about available packages, worksets, and iViews and making the content available for down load
b. Supporting the develop community in creating new content and offering it to SAP portal customers
c. Delivering updates and patches
112. Functions of Blueprint Application Builder
113. Functions of CRM Designer
114. Blueprint tables
115. IViews are generally displayed through portal pages. You can import predefined pages or create your own. What
does the page definition include
a. iview bundles pages, worksets, roles
b. Pages bundles iviews, worksets, roles
c. List of the pages
d. A list of iviews and associated pages
116. What is role editor needed for?
117. The collaborative business is used for
118. What is the difference between Campaign and Trade Promotion
119. What is the difference between Action & Workflow
120. Do we need to assign workflow in Action
121. Organisation Management determination
122. What are the different organisational determination rule in CRM
123. How the objective and tactics are controlled in Marketing planner
124. Is it possible to create condition record in both crm as well as in R/3. explain in more details
125. Can you give some example of business object, customizing object, conditon object
126. What are the different bdocs available in MW
127. How do you integrate R/3 with CRM
128. What are the different data update in crm through middle ware
129. If i create a new condition record in R/3 how do you sync with crm
130. what are the org.objects available in org.mgt.
131. What are the process of org.mgt
132. can you tell me different rule for org.determination
133. How the vol/trade spend tab is determined in marketing planner, what are the important settings needed
134. Is it possible to create condition record in both crm as well as in R/3. explain in more details
135. Can you give some example of business object, customizing object, conditon object
136. What are the different bdocs available in M
137. How do you integrate R/3 with CRM
138. What are the different data update in crm through middle ware
139. If i create a new condition record in R/3 how do you sync with crm
140. what are the org.objects available in org.mgt.
141. What are the process of org.mgt1
142. can you tell me different rule for org.determination
143. How the vol/trade spend tab is determined in marketing planner, what are the important settings needed

Difference between EEWB and BDT

BDT, among other things, is used to add/delete/disable fields in the BP transaction only. It does not create new objects for the developer to play with. BDT as a separate unit in CRM (TCode BUPT) has several useful tools like BP events which are useful at times.

Whereas EEW can extend several transactions in CRM including BP and it extends the business object by creating several z-objects like an active BADi implementation, middleware objects like z-function modules which you can use for coding your custom logic.

But there’s a lot in common for BDT and EEW – they both create the field groups, views, sections and screens when you enhance an object. You can use BDT to change titles such as tab name or section name after you have created the easy enhancement project for a particular object!

Enhanced Backend Version of Organization Model

The enhanced version allows for multiple assignments of a single object. As an example, in R3, a sales group can be assigned to multiple sales offices. In the standard organization model, this is not possible. As SAP’s CRM product has evolved, it has become more compatible with the R3 product. Before CRM 4.0, it was not possible to assign an organization object to more than one organizational object. This was a problem for many SAP customers because in R/3, it is possible.

So in 4.0 and after, SAP introduced the ability to handle multiple assignments and a program to convert the org model to this structure. So if your client has R/3 organization model that involves multiple assignments, you will need the enhanced version.

What is Enterprise Portal

The enterprise portal is a Portal which allows people to have a single point of access to different applications, tools, and other information sources.

For example, it is possible to have via single sign on the SAP EP (enterprise portal) access to CRM processes like marketing and campaign management, service processes , but at the same time access to BW reports and or queries, and database access to non SAP database related data.

Integration in the SAP portal for CRM is via I-Views. It is called People Centric CRM and the screens that you integrate in the portal are PCUI screens. Another thing is BSP developments (BSP applications like the IC Webclient – via Transaction code SE80 you can look up the BSP application CRM_IC, which is the IC Webclient BSP Application for the IC Webclient) that can be integrated in the SAP Portal. SAP delivers those working assets in the form of Portal Roles, like for example CALL Center Agent, or Marketing Manager. Every role gives access to specific work sets which give access to specific Iviews or screens.

Customer Relationship Management (SAP CRM)

Customer relationship management (CRM) is the concept of making the customer the focus of a company and its business processes. It must be implemented as the primary company philosophy and the strategies it promotes have to be adopted within the company. The aim of all corporate activities must be to place customers at the center, and not view them as the means to an end (just to increase turnover). The principles of customer relationship management must predominate at all levels of the company. CRM is intended to create and build upon long-term relationships with customers during all phases of the business relationship. The phases of a customer relationship include:

Approaching possible customers: A customer is interested in the company and its products (first contact).
Gaining the customer: The customer has a concrete intention to buy and the company receives an order.
Service: The company does everything to ensure that the customer is satisfied with the product or service purchased.
Keeping the customer: Specific and attentive customer support ensures that the customer is both a satisfied and loyal customer.

The customer will remain true to your company, even if a competitor offers a similar product at a reduced rate.

The idea of customer relationship management is not new; local stores have always acted in this way. As long as they were engaged in business with their customers, they maintained relationships with these customers. The owners of local stores know their customers well and are well acquainted with their particular needs and desires. They know which products to offer to which customers and when, in order to ensure a successful sale. The local store owners also know when to give a customer’s child a lollipop on their birthday. The challenge for large-scale enterprises is to transfer this local store mentality to their company.

Why should they do this? The Internet has changed our lives and the competition is now only a mouse-click away. Nowadays, customers expect all channels of business communication to be fully integrated. Whatever channel of communication customers may be using, they expect real service all the time, wherever they are. If one company does not offer this service, the customers simply go to a competitor. Companies need to rethink: Maintaining customer relationships has become a decisive success factor. The solution is mySAP CRM. mySAP CRM covers not only traditional sales
processes. SAP Customer Relationship Management (SAP CRM), the cornerstone of SAP’s Customer Relationship Management solution (mySAP CRM), provides companies with the customer-centric solutions they need to land, build, and maintain profitable customer relationships. SAP CRM drives closed-loop customer interactions through all phases of the relationship lifecycle: engage,
transact, fulfill, and service. SAP CRM supports all relevant channels: mobile, telephony, and the Internet. SAP CRM drives customer relationships in all CRM business dimensions: operational, analytical, and collaborative.

Traditional direct sales
Typically, information within a company is not usefully collected. When information is passed on, it is often incomplete or inaccurate. Employee turnover means that vital customer information is often lost. Traditional direct sales is characterized by decentralized information about the customer. In some cases, only one employee has knowledge about the customer and the relevant contact information.

Direct Sales Using mySAP CRM
mySAP CRM allows every employee who needs information about customer contacts to access all relevant information immediately. Field Sales and Field Services enable field representatives to access ALL contact information in the field using a laptop or other mobile devices. Analyzing this information gives the company a deeper understanding of its customers. As a result, the company can increase its service package, process queries faster, strengthen relationships, and benefit from increased customer loyalty.