Learn about SAP CRM..!

 

CRM: Customer Relationship Management.

Definition: Set of principles or guidelines which have to be implemented in ERP to serve the customer better.

-          Business strategy that aims to optimize customer interaction in order to maximize the success of business.

-          Composite package where it offers functionalities like;

1.       Marketing.

2.       Sales.

3.       Service.

4.       Together with Analytics(BI).

Difference between SAP ECC and SAP CRM:

SAP:

-          ECC is more towards the internal process management .

-          Generating automated reports based on field sets.

CRM:

-          CRM more towards the external interface or client management.

-           CRM is more into enabling concerned company to better manage client relations, track growth.

-          CRM has meaningful naming convention for all objects.

-          Single transaction code concept.

-          Example : CRMD_ORDERADM_H

 CRM :system

  D: Transactional data  (C: Customization M: Master data)

  ADM: Administration

  H: Header

  Example:

  E-Commerce sites like Flipkart, Amazon,Myntra etc.

 When we are ordering some items from these e-commerce site then we are accessing their   system/database but with the limited access.

 Full system means ECC and with the limited access system means CRM.

 

Channer for accessing CRM:

-          Interaction center( Call center)

-          Web Channel ( E-Commerce)

-          Field application ( Mobile sales = Salesman at the door)

-          Partner Channel Management.   

SAP CRM Web UI Evaluation:

1.       SAP GUI

2.       (4.0) attempted to go online People centric user interface (PCUI) developed in BSP

Drawback : not using MVC arch.

3.       (5.0) IC Web client framework for call center which follows MVC

Very stable

4.       (6.) CRM web client continue.

All these are developed using BSP.

  

One Order Model:

-          Foundation for CRM system.

-          CRM is used to handle interaction between customer and company.

-          These interaction means Transaction.

-          Transaction can be done by any mode like email, phone call etc.

-          All business transactions are done by One Order Model.

-          One Order model is a Framework developed  inside CRM

-          Its Core of CRM system.

-          Capable to handing all the transactions.

-          One Order framework/model- foundation of CRM technical programming = CRM ABAP.

-          OOPs concept was initially used in CRM.

-          Unified structure : In ECC all the activities have different Tcode and screen, but in CRM single       screen manage all the activities.

 Data is segregated into different datasets(tabs) and these datasets are assigned to single transaction.

-          Multifunctional bus transaction: one instance approach

 Single number can be assigned to different transactions.

-          Easy transaction between different transaction object type:

 Partner data can find any instance like lead, opportunity etc.

-          All business transactions are maintained through the ONE Order framework.

Advantages of One Order Model:

-          Split fields into  small logical business group (datasets )

 Reusable object (Partner data can find any instance like lead, opportunity etc._

-          Avoid big programs/and module pools.

-          Simple and easy flow logic.

-          Handling error messages(You can save document with the errors)

-          Parallel programming possible