SAP CRM Channel Architecture

Channel Architecture

The SAP CRM channels architecture includes:

Internet applications:

• Internet Sales
• Internet Customer Self-Service
• Internet Pricing Configurator

Mobile applications:

• Mobile Sales
• Mobile Service
• Interaction center

Internet Applications

• The Internet software components of SAP CRM solution are J2EE technology based (which is open, non-SAP platform). These are provided as a ready-to-run solution with the shipped, standard template. Also, these applications can be further adjusted in order to meet customer-specific requirements. For these Internet applications, necessary CRM data needs to be maintained and set up with in the CRM system.
• SAP CRM solutions offers Internet Sales software component which presents published catalogs to the end user who can use them to configure and purchase the product.
• It also offers Internet Self-Service software component where end users can request for a particular service.
• The Internet Pricing & Configurator (IPC) component is another J2EE based web application for product configuration and pricing data.

Interaction Centre

The Interaction Centre is provided with tools and features required while in communication with the end customer.

• Various communication channels are supported by the Interaction Centre such as fax, e-mail, telephone and Voice over Internet Protocol (VoIP).
• Interaction Centre is linked with the CRM Web Client and thus an employee in contact with the customer can make notes, trigger e-mails, create activities, and work upon the business transactions like service order, etc.
• Interaction Centre connects to different communication channels using a Communication Management System, which can be SAP Business Communication Manager (BCM) or a third party product.
• In order to strengthen IC Web Client multichannel options in the Interaction Centre, Integrated Communication Interface (ICI) is used.

Mobile Applications

SAP CRM Mobile Sales and Mobile Service components help a company's mobile field sales and service representatives.

• Depending upon the area of responsibility, users have access to all the relevant data in their device.
• These devices connect briefly to the central CRM servers for the synchronization of the data. This data transfer occurs through the SAP CRM Middleware.
•       SAP Mobile Application Studio can be used in order to customize these mobile  application.           

For SAP ERP Training or SAP Channel Architecture Module Training please visit the links.

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SAP CRM Channels

SAP CRM Channels

SAP CRM provides implementations for different channels within your business such as Internet, telephony, field sales, and partners which leads to the optimization of your customer interactions. For all the different channels supported, SAP CRM provides your employee with an intuitive and user-friendly interface to carry out their daily work.
SAP CRM enables customers to implement different customer-specific requirements and industry-specific processes. For interaction with these implementations customers have different interaction channels offered by SAP CRM:

Back-office:

This is Role based web access. For each relevant task in the service, sales and marketing it represents the single point of entry. All relevant systems are assigned to a Business Role which is assigned to employees. Thus, an employee can get all the relevant systems into a single UI.

Field Service or Offline-User:

SAP CRM offers several field applications for field service representatives which they can access anywhere, anytime. These applications are developed for handheld devices.

Interaction Center:

SAP CRM provides the customer care employees with an interface which is comprehensively integrated with different communication channels like phone and E-mails. Also, it includes various features with which the employee can use while in communication with the customer for making note or working on the transaction itself.

WebChannel Management:

with this SAP CRM enables E-service, E-commerce, and E-marketing platform. These platforms are to provide personalized, reliable and convenient service to the target customers 24x7x365. This enables end customers to access & research data and with that as per requirement purchase services or products anytime, anywhere.

PCM – Partner Channel Management:

This interface is provided to support collaboration with resellers, dealers, agents etc. It combines the Web Channel Management with regular CRM to provide a complete solution for partner management.

For SAP ERP Training or SAP CRM Channel Module Training please visit the links. 

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CRM Marketing and Sales

SAP CRM Marketing

SAP CRM has provided extensive marketing functionalities.

It automates the marketing planning, campaign execution, & measurement of the marketing effort.

SAP CRM unites the following key functions related to marketing on a user-friendly and configurable interface: 

• Marketing Planning,
• Campaign Management
• Lead Management,
• E-Marketing,
• Market Analytics,
• Customer Segmentation.

SAP CRM Sales

SAP CRM is developed for handling customer contact anytime, anywhere.

The companies can choose one or more of these SAP CRM Sales implementation: 

• Telesales,
• Enterprise Sales,
• E-Selling and
• Field Sales.

SAP CRM sales support the sales force of your business to be time efficient & effective in working.

It provides information which leads an insight into action, & maintains focus on productive activity.

Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them.

• SAP CRM also provides aspect of sales forecasting and analytics that helps your business to collect historical & predictive information.
• It includes territory and account management which can be used to optimize & increase the effectiveness of your sales organization.
• It also includes Opportunity and pipeline management processes which provide maximum visibility in to the potential sales, sales processes, & methodologies which can lead to standardization of the company-specific best practices.
• It also provides seamless order to cash processes that enable your sales organization to manage the customer demands most effectively.
• Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly.

For SAP ERP Training or SAP Marketing and Sales Module Training please visit the links.

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What is SAP CRM Module & What is used for

What is SAP CRM Module & What is used for??

SAP CRM is the CRM tool provided by SAP and is used for many a business process 

SAP CRM is a part of SAP business suite. It can implement customized business processes, integrate to other SAP and non-SAP systems, and help achieve CRM strategies. 

SAP CRM can help an organization to stay connected to customers. This way organization can achieve customer expectations with the types of services and products that he or she actually needs.
It also helps to achieve 'Single face to customer', which means the customer get regular & actual information independent of channel through which the he or she is contacting your company.

Features of SAP CRM

• It is a part of SAP Business Suite to manage customer relationship.
• It supports all customer-focused business areas such as marketing, sales and service.
• It is implemented for different customer interaction channels, such as Interaction Centre, Internet, and Mobile clients (hand-held devices like laptop, mobile, etc.).
• CRM Analytics, a component of SAP CRM, enables your organization to gather all relevant information about various key factors such as a customer and analyze this knowledgebase to incorporate insights into operational processes and strategic decision-making.

For SAP ERP Training or SAP  CRM Module and its used Training please visit the links. 

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SAP CRM Course Outline

CRM Course Outline

Introduction 

CRM. If you work in sales, marketing, or customer service, you’ve

Probably heard the term before – but what does CRM mean, and what can it do for your business?

Customer relationship management (CRM) definition: The way businesses interact with current and future customers. Traditionally, this has been done with software that automates and integrates your customer-facing activities: sales, marketing, and customer service. But today, best-in-class CRM software systems go beyond that core functionality – providing additional tools for customer analytics, personalization, e-commerce, social media, collaboration, and more. The ultimate goal? To drive omni-channel customer engagement.

CRM basic data:

• Account Management
• Organizational model
• Product master
• Customizing settings for each object

CRM business transactions

• Overview of generic functions in business transactions
• Activity management

Customizing for these objects

• Process control and determination

Partner determination

Actions

Overview of pricing in CRM

• CRM Billing
• Basics concepts of CRM middleware
• Introduction to the CRM WebClient User Interface

For SAP ERP Training or SAP CRM Module Training please visit the links.

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SAP CRM Training

CRM

CRM stands for Customer Relationship Management

CRM. If you work in sales, marketing, or customer service, you’ve

Probably heard the term before – but what does CRM mean, and what can it do for your business?

Customer relationship management (CRM) definition: The way businesses interact with current and future customers. Traditionally, this has been done with software that automates and integrates your customer-facing activities: sales, marketing, and customer service. But today, best-in-class CRM software systems go beyond that core functionality – providing additional tools for customer analytics, personalization, e-commerce, social media, collaboration, and more. The ultimate goal? To drive omni-channel customer engagement.

Overview of SAP CRM Benefits

SAP CRM brings to the table a set of advanced capabilities on top of core sales force automation that offer far beyond what traditional CRM features can provide. With SAP CRM, you are able to uncover insights that will give your sales teams the edge they need to sell smarter and improve their performance. SAP CRM makes it easy for businesses to simplify their sales processes with better customer engagement, accurate forecasting, and real-time pipeline management.

For your business to grow, you need to market your products and services. SAP CRM helps you target the right people based on their needs and wants. The good news is that you get all your data in real time, giving you everything you need to provide your customers and potential clients with contextual, personalized and relevant omni-channel experiences.

Overview of SAP CRM Features

·         Lead Management

·         Sales Force Automation

·         Contact History

·         Contact Management

·         Document Management

·         Sales Reports

·         Time Tracking

·         Pipeline Management

·         Email Marketing

·         Partner Management

SAP CRM SUB Modules

SAP CRM includes the following sub modules that support key functions of the Customer Relationship Management –

·         SAP CRM Sales

·         SAM CRM Marketing

·         SAP CRM Analytics

·         SAP CRM Service

·         SAP CRM Web Channel (E Marketing, CRM Mobile, etc.)

·         SAP CRM Interaction Center IC

       SAP Hybris

SAP Architecture

Goals of CRM

The idea behind CRM to gain insight into the behaviour of customer and the values of those customers. If it works as hoped then business can-

·         Provide better customer services

·         Make call Centre more efficient

·         Cross sell product more effectively

·         Helps sales staff close deals faster

·         Simplify marketing and sales process

·         Discover new customer

·         Increase customer revenue  

     CRM Work Flow

Types of CRM

Operational CRM

Operational CRM which provides support to front office, business processes including sales, marketing and service. Operational CRM processes customer data for a variety of purposes:

·         Managing Campaigns

·         Enterprise Marketing Automation

·         Sales Management System

Analytical CRM

Analytical CRM which analyses the customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design  and execution of specific customer campaign, analysis of customer behaviour to aid product and service decision making, management decision, prediction of probability of customer defection.

·         Consumer Relationship CRM

·     Consumer Relationship CRM covers of a Company’s dealing with customers handled by the         Consumer affairs and customer relations contact centres within a company.

·         Representatives handle in bound contact from anonymous customers and consumers.

Sales intelligence CRM

Sales intelligence CRM is similar to analytical CRM but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding:

·         Cross selling/up selling/Switch selling opportunities

·         Customer drift

·         Sales performance

·         Customer trends

·         Customer margins

·         Customer alignment

·         Collaborative CRM

 Collaborative CRM covers aspects of a company dealings with customers that are handled by various departments within a company, such as sales, technical support and marketing. Collaborative CRM ultimate goal is to use information collected by all departments to improve the quality of services provided by the company.

Camping Management

Combines elements of a operational and analytical CRM. Campaign management functions include:

·         Target groups formed from the client base according to selected criteria

·      Sending campaign related material (e.g. on special offers) to selected recipients using various         Channels (e.g. e- mail telephone, SMS, post.

·     Tracking, Storing and analyzing campaign statistics, including tracking responses and analyzing     trends.

      For more details about sap erp training and sap CRM training please visit : www.asipt.net/sap-erp-training

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