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SAP CRM Architecture

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CRM Architecture Overview

The complete architectural overview can be seen as..

The CRM system is connected to ERP system via adapter which is known as R/3 adapter. CRM system basically connects with other system via adapters.

The CRM Architecture can be broken into

SAP Server application
CRM Middleware
CRM App server/Database

CRM Sales Capabilities

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The following picture shows us full capabilites of SAP CRM

Business Partner Role Groupings

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Business
Partner Role Groupings

This is a very simple concept. When we group together several related business partner roles so that we have a simplified data entry, It is known as a BP Role Groupings. 
With BP role grouping sometimes work becomes much easier. We define the BP role groupings in customizing. To make sure that a business
partner does not take on certain roles simultaneously, we can group together
several BP roles in a Business partner role exclusion group in
Customizing. Business partner role exclusion group Contains BP roles that cannot be assigned at the
same time to a business partner. Role exclusion groups and the relevant permitted transitions allow we
to classify business partners in the context of business processes.

Account Management

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We Know about Business partner from previous posts. Business partner are any party in which a company has a business interest. Now we would see what is Business Partner Role




We Know about Business partner from previous posts. Business partner are any party in which a company has a business interest. Now we would see what is Business Partner Role

Business Partner Role

Any Business partner in a business transcation has some rights and responsibilities. Those rights and responsibilites of any BP ar that a business partner can have in various business transactions. Whoever is involved in client business will be maintained in SAP CRM, we can differentiate BP with help of BP Roles. Some of the BP Roles shown below

Business Partners are used in different roles like –

Sold to party
Ship to party
Bill to party
Payer
Employee

We will look at some terms of Account management. We have already discussed BP, Number Ranges and its configuration. Lets see some more terms.

What is Customer Master Data

There are three types of customer master data
1. General Data
2. Sales Area Data
3. Company code data( Only in SAP ERP)

General data are the basic data like Name of customer, Email, Adress, Pin code, Country. Data which are general in nature.

Sales Area data are those to which are specific to sales area of that customer to be used in shipping, billing, pricing and many other functions of a business transaction. Sales area data consist of – Shipping data( how the product are to be shipped), Billing Data(how billings should be generated and processed), Organization data(what are the sales group and organization for the bp).

In company code data we have mainly financial data. It is basically used for Accounting. Example Account number, Ledger number, Accounts receivable data.

Configuration of Business Partner Roles.

To create a business partner,

Go to SPRO > SAP Reference IMG > Cross Application Product > Business Partner > Basic Settings >Business Partner Role > Define Business Partner Role.

CRM default for Sold to party is – CRM000
We can select the default role or we can have our own name for a business role defined. For defining a business partner role, follow these steps.

1. Go to SPRO > SAP Reference IMG > Cross Application Product > Business Partner > Basic Settings >Business Partner Role > Define Business Partner Role.


The window for business role defination will look like this.

Now click on the position button and find the default business role for Sold to party, i.e CRM000. Select “Copy As” option.

A new window will be open, maintain the new entry for BP Role, Title and description.

Save the entries. You new Business partner role for customer is created.

Same way, you can create a role for Employee. Just keep in mind, the default BP role for employee is BUP003.

Now, If you want to use this BP role, Go to BP using tcode- bp. Open any existing business partner and assign it this new BP role

Business Partners and Number Range

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Business Partners
To put simply, Business partners are parties in which a company has a business interest. It can be a or organizations, persons, or groups of persons in which any company has a buisness interest. We can categorize business partners as –
1. Customer
2. Prospects
3. Consumer
4. Competitor
There are basically three types of Business Partners in SAP CRM
1. Accounts – Any individual or group in which a specific company has a business interest are Accounts. They are further divided into corporate account, individual account and groups.
2. Contact – A person with whom we have business relationship is a contact. It is mostly assigned as a corporate account.
3. Employee – A company employee which interacts with contacts. Who deals with consumer, customer or prospects.

How to create a business partner in SAP CRM
Things to remember : T-code(Transaction codes) for Business partners is BP.
Steps :
1. Go to t-code BP. There are three options in which you can create a BP. Choose person if you want to create a business partner for an individual –
2. Fill in the name field and other details, and click on the save button. A new business partners is created –
Now when we look closely, we will observe that there is a Business partner number on the top of the page i.e, 6000002233. This is usually a random ID given by the system. This is known as Business partner Identification Key (BP ID). This is assigned to any BP we are creating in SAP CRM. This BPID can either be assigned by the system itself or by you. When the BP ID is assigned by the system, it is known as internal number assignment and when it is assigned by you it is known as external number assignment. For more detail we have to look into a concept called number ranges.
Number Ranges
A number range is a range of numbers that we can assign to business objects or their sub objects such as BP, G/L accounts, orders, posting documents and materials etc. Each number range has one or number range intervals and a number assignment type.
1-1000
1001 -10000
10001 -20001
There are two types of number ranges.

1. Internal Number Range – If we set up any number range as internal then system will provide number in sequential order. The number will be generated by SAP automatically.
2. External Number Range – If we set up any number range as external its end user choice. In this SAP will not automatically choose a number. End user can allocate any number randomly at the time of creating a BP. He can use alphanumeric characters as well.
For understanding this concept of Number ranges, we closely look at the business partner header, we will see there is a Grouping option. That is for assigning number ranges. If we do not select any number range group from that category, the system will automatically assign a default number, which in the above case was 6000002233. Suppose we want to create another BP after this, the system will assign the next random number like 6000002234, 6000002235 and so on. But if we want to give our own number selected id for any BP, we will have to create a number range groupings.
To create a number range. follow these steps.
We have to first create a number range and then we have to group that number range so we can use it as our convenience. So first we have to define a number range.
1. Go to SPRO > SAP Reference IMG > Cross Application Product > Business Partner > Basic Settings > Number Ranges and Groupings > Define Number Range.
2. Select Change intervals –
3. We can see there is a Insert line option (With a green plus button). Click on the Insert line and add a number range as per your need. In this case I have selected a number range from 2200000001 to 23000000100 –
4. Click on the save button to save the entries for number ranges.
After creating this number range, we have to group this number range. To group this number range we have to go to Number ranges groupings.
1. Go to SPRO > SAP Reference IMG > Cross Application Product > Business Partner > Basic Settings > Number Ranges and Groupings > Define Groupings and Assign Number Ranges.
2. Click on the new entries and Select a 4 letter Grouping name starting with Z or Y. In this case I have selected ZNGP. Give a short name and a description. Select the number range which you have created or which you want to use in this grouping. I have selected 41 which I created in earlier steps.
3. Save the entries.
Your number ranges are now configured.
Now you want to use this number range in your next BP. For this, again go to t-code BP. From the drop down menu “Grouping” select the groupings you just created.
Now create any random business partner and save the entry. You will see the default value of BP ID is replaced by the number range you have choosen. In this case, BP ID of this person is 2200000001. The next BP ID will be 2200000002,2200000003 and so on.
That was all for the basics of business partner creation and number ranges. 

SAP CRM Basic overview

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Main Modules of CRM 

CRM mainly consists of three modules. 

1. CRM Sales
2. CRM Service
3. CRM Marketing
SAP CRM Sales

SAP Customer Relationship Management (SAP CRM) enables sales organizations to dramatically shorten sales cycles, quickly increase revenues, maximize sales team productivity, ensure customer loyalty, and optimize indirect selling channels.

Organizations can manage the complete sales cycle in an end-to-end, order-to-cash process across all sales channels. SAP CRM addresses the needs of four sales channels: direct sales, telesales, channel sales, and e-selling. Key sales functions of SAP CRM include –
1. Sales planning and forecasting to plan and forecast revenues and product quantities
2. Organizational and territory management to enable sales managers to define territories based on various criteria, so they can assign sales reps and identify prospects for each territory
3. Account and contact management to capture, monitor, store, and track all critical information about customers, prospects, and partners
4. Activity management to schedule and manage various tasks assigned to sales professionals
5. Opportunity management to manage sales projects from the very start and track their progress to the very end
6. Quotation and order management to configure, price, and create quotes for customers, as well as create sales orders, check product availability, and track order fulfillment
7. Contract management to help develop and revise customized contracts to generate and manage long-term agreements
8. Incentives and commissions management to develop, implement, and manage compensation plans easily and effectively
9. Travel and expense management to enable field sales personnel to record, review, and update travel information, enter receipts, and maintain time sheets
10. Sales analytics to determine the financial status and overall effectiveness of the sales organization, so managers can recognize and address trends proactively
SAP CRM Service




SAP Customer Relationship Management help organizations manage the complexities of operating a service business with the following service functions –

1.Multi-channel service to support the integrated delivery of customer service through field representatives, interaction centers, partners, or the Internet
2. Customer service and support to manage and fulfill commitments with efficient service planning and execution in the interaction center, so companies can resolve customer issues quickly
3. Resource planning and optimization to plan long-term resource strategies and optimize short-term scheduling tactics, so resource planners can schedule field service representatives at customer sites based on various parameters
4. Service operations management to support single-tier and multi-tiered service operations by providing tactical and strategic service planning, service administration, transactional support, and operational and financial analytics
5. Service planning and forecasting to establish service plans to actively maintain products, so organizations can forecast planned services and properly assign resources to deliver on customer commitments
6. Professional services to cover the complete client relationship life cycle, plan resources, and manage projects, opportunities, and engagements
7.Service analytics to determine the overall performance of the service organization and the resulting profitability of the service business, so managers can optimize service plans, execution, and forecasts

SAP CRM Marketing

Generating demand, creating brand awareness and building long-term profitable relationships with customers are the top three marketing goals. Typically, marketing begins with analyzing market segments and identifying who your most valuable customers are. Marketing includes a variety of activities such as creating and running marketing campaigns across multiple channels, connecting with target customers, generating leads to support the sales force, producing and providing collateral and, last but not least, analyzing the success of all these activities in order to improve the effectiveness of your marketing efforts.


Key marketing functions of SAP CRM include –

1.Marketing planning to help plan all marketing activities centrally and implement them across the enterprise
2. Campaign management to control the complete marketing-campaign process, including design, execution, coordination, optimization, and monitoring
3. Lead management to enable sales professionals to use SAP CRM for gathering, qualifying, and distributing leads
4. Customer segmentation to allow business users to create highly targeted segments at the customer, partner, organizational, prospect, and group levels
5. Personalization to create personalized product proposals for each Web site visitor, whether the visitor is a prospect or customer
6. Marketing analytics to analyze customer behavior, segments, competitors, products, market channels, trends, profitability, and third-party market data

What is Master Data

Master data refers to all data about basic objects used in business transactions in SAP Customer Relationship Management (SAP CRM) and stored on a long-term basis, such as data on accounts, products, installed bases, or warranties.

The three main areas within CRM Master Data relate to the Business Partner, the Product and the Data Exchange of both of these entities. This page contains relevant and useful information on these three main areas. For a full overview of the CRM Master Data application area, please refer to the SAP Help Documentation:

[ Ref:  http://wiki.scn.sap.com/ ] 

ERP, SAP,CRM Basics

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What is ERP? 

Enterprise resource planning (ERP) is basically a business management software which are a collection of integrated application use to manage all the business activity of a company like product planning, sales, service, inventory management, marketing, shipping and payment.


What are benefits of  ERP?

There are many benefits of using a ERP software. some of them can be –
1. Provides an integrated suite for all the business activity.
2. All the data regarding a business activiy is stored in a single database.
3. It improves overall performance of the business.
4. With ERP, it is easier to provide a quality customer service.
5. Sales process becomes really fast and organized.
6. It supports overall business growth.
7. Better planning, tracking and forecasting of requirements.
8. A better reporting system.
9. More accurate, consistent and secure data.
10. Helpful for globally dispersed company. makes their business much easier.



What is SAP?

SAP, the company was founded in 1972 by Wellenreuther, Hopp, Hector, Plattner and Tschira in Walldorf, Germany. SAP stands for Systems Applications and Products in Data Processing. SAP provides client/server business solutions all over the world. It is a ERP(Enterprise Resource Planning) software, which consist of fully integrated modules, which covers all the aspect of the business.

SAP is the biggest ERP software in the market today. SAP has more than 200,000 installations worldwide. Other ERP in the market are – Oracle, Microsoft, Peoplesoft, Marshall, Baan etc.


What is SAP R/3?

SAP R/3 basically stands for real time three tier architecture. In the name, SAP R/3, R stands for real time and 3 stands for three-tier client/server architecture. The three layers are Database Layer, Application Layer and Presentation Layer. All the data are stored in the database, it is then processed in the application layer on the application servers and the last layer, SAP GUI which is the presentation layer is basically the front end which is the interface to the user. All the layers are connected to each other with networks. The picture explains SAP R/3 layers.

What is SAP ECC

SAP  ECC is a version name for SAP ERP,(ERP Central Component). It is one of the SAP business suite application. SAP ECC is basically an enterprise resource planning software which consists in several modules that provide the organizations with great control over their key business processes. 

What are the advantages of SAP ERP?

1. Flexibility and customized solution
2. Integration with other modules.
3. Easier sales order processing and reduction in costs.
4. Increase investment potential
5. Reduced time to calculate selling price.
6. Reduced order-to-delivery time.
7.Reduced delivery-to-invoice time.
8. Accurate & timely information.
9. Increased revenues.
10. Reduced loss of revenue due to items being out-of-stock.
11. Increases customer satisfaction due to the higher availability of products.
12. Reduction in distribution costs.
13. Reduction in freight costs.

What are Advantages of SAP R/3

The sole purpose of an R/3 system is to provide a suite of tightly integrated, large-scale business applications.The standard set of applications delivered with each R/3 system are the following:

PP (Production Planning)
MM (Materials Management)
SD (Sales and Distribution)
FI (Financial Accounting)
CO (Controlling)
AM (Fixed Assets Management)
PS (Project System)
WF (Workflow)
IS (Industry Solutions)
HR (Human Resources)
PM (Plant Maintenance)
QM (Quality Management)
CRM (Customer Relationship Management)

What is SAP CRM?

The SAP CRM application is an integrated customer relationship management (CRM) software manufactured by SAP SE that targets business software requirements of midsize and large organizations in all industries and sectors.


SAP CRM is a comprehensive solution for managing customer relationship. It focuses from marking to sales and service as well Customer Interaction Channels like Mobile, Customer Interaction Center (CIC) and Web Application.

There are basically three modules in SAP CRM

1. CRM Sales
2. CRM Service
3. CRM Marketing

The overview of SAP CRM can be understood by this picture.

What is SAP Netweaver ?

SAP NetWeaver is the primary technology computing platform of the software company SAP SE, and the technical foundation for many SAPapplications. It is a solution stack of SAP’s technology products.

Netweaver makes possible access of SAP data using simple http protocol or even mobile . This eliminates the need of installing and more importantly training in SAP’s client side software.The core capabilities of SAP NetWeaver are the integration of people, information, and process


References : 

http://www.wikipedia.org  
http://www.help.sap.com 
http://www.erpgreat.com/