SAP Business Suite has : SAP ERP, SAP CRM, SAP SCM, SAP PLM, SAP SRM

SAP CRM provides multiple industry-specific scenarios and customizing options.

Key processes in Marketing - Campaign mgmt, Customer segmentation, Lead Mgmt, Emarketing, Trade Promotion Mgmt (TPM), Marketing planning and analytics
Key processes in Sales - Customer Order mgmt, quotations and contracts, Account
and contact mgmt, Opportunity mgmt & pipeline analysis, Activity Mgmt, Commision
s & Incentives, Sales planning & analytics
Key processes in Service - Service Request, Service Order & contract administrat
ion, Complaint Mgmt, Case Mgmt, Installed Base Mgmt, Knowledge Mgmt, Workflow &
escalation mgmt, Workforce Mgmt, Service Planning & analytics
The Business Map is a comprehensive collection of Industry specific and cross in
dustry solutions, infrastructure and service blue prints, Business Maps & collab
orative maps.
CRM business content is delivered exclusively with Solution Manager.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------The SAP CRM application components also exchange data with the middleware layer
using the CRM adapter.
The SAP CRM component builds on the SAP Basis system.
Internet Pricing and Configurator (IPC) provides configuration and pricing data
for Web applications.
For Interaction Center, you can connect communication channels such as telephone
, E-mail using a Communication Management System. This can be SAP BCM (Business
Communication Management).
The mobile clients are connected to the CRM server via the communication station
.
The following applications are run with pre-configured roles in Web UI: Sales, M
arketing, Service, Interaction center, Partner Channel Management
BSP application to launch WebClient UI: CRM_UI_START
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------Marketing plans and campaigns are the elements of a hieararchically built market
ing project.
A marketing plan is used for strategic marketing planning, that is, for planning
a concrete marketing concept.
You can use a number of marketing plan elements to structure a marketing plan in
the form of a hierarchy. You can assign one or more campaigns to each marketing
plan.
Campaigns serve operative marketing planning. They describe actions that are car
ried out (ex, mailing actions, product promotions...).
Campaigns can be broken down to campaign elements.
Data sources for target group selection : SAP BW reports, Infosets consisting of
ABAP queries, Markteting attributes from bp master data.
Characteristics can be grouped together to form characteristic groups.
In the Graphical Modeler, you model marketing profiles by dragging and dropping

attributes into staging area. You can combine them by using And or OR within an
attribute or by using attribute lists.
A profile set is a type of folder for profiles, target groups, and subgroups.
A profile is a finite list of characteristics and their values that make up the
profile of a business partner. A profile has to be assigned to a profile set.
Target group is a finite list of business partners that match a corresponding pr
ofile/profile set. A target group must be assigned to a profile/profile set.
Only activie target groups can be used in the Marketing Planner.
Master groups limit all business partners to a particular group for the process
of segmenting.
Activities are created when Campaign Execution is started.
Campaign needs to created, released and 'start'ed.
Campaign automation : Campaign modeling can set up the campaign in such a way th
at it runs automatically from the planning phase onwards, eliminating need for f
urther manual intervention.
Trade Promotions are representing marketing activities used by industries that s
ell into the retail channel or brokers or wholesellers.
Trade Promotions takes place within a specific time period and aims to increase
brand capital, brand awareness & market share.
TPM can be integrated with Funds Management, Claims management, SAP Netweaver BI
, SAP ERP, SAP SCM (SAP APO)
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------B2C - Business to Consumer web shop
B2B - Business to Business web shop
SAP CRM web channel platform supports the full breadth of a CRM solution providi
ng self service across marketing, selling, service & analytics from a web perspe
ctive.
SAP E-commerce can be deployed in many ways : E-commerce for SAP ERP, SAP CRM We
b Channel, SAP CRM Web Channel with SAP Netweaver Portal, SAP CRM Partner Channe
l Mgmt.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------The Partner Channel management capabilities in SAP CRM leverage SAP's core stren
gths of Web channel, traditional CRM, and PRM to deliver a full channel solution
.
Key functions performed by Channel : Information flow, Logistics, Value added se
rvices.
SAP CRM Channel Mgmt provides organizations with a platform to manage relationsh
ips with their partners.
SAP's Partner Channel mgmt solution is divided into 6 main business areas : Part
ner Mgmt, Channel Marketing, Channel Sales, Partner Order Mgmt, Channel Service,
Partner & channel analytics
Channel manager is responsible for managing partner base.

Channel commerce is a functional area of SAP CRM Channel Management that enables
your company to:
- Incorporate channel partners into E-commerce processes. Example of processes :
Collaborative showroom, Distributed order mgmt,
The target of Channel Marketing Funds is to extend your marketing reach by lever
aging your channel partners.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------Key Activity mgmt functions of SAP CRM :
- Ability to schedule and manage simple and complex tasks
- Ability to define and access customer activities
- Activity Journal
- Ability to record data and create surveys
- Integration with third party tools (MS Outlook & Lotus Notes) ---- BDoc to map
box to iCalender format
- Tour planning & activity scheduling
An opportunity is a recognized possibility for a company, for example, to sell p
roducts or services.
An opportunity goes through a sales cycle that is divided into various phases.
It is possible to create opportunity hierarchies to link related sales opportuni
ties and projects.
Sales assistant feature to monitor all sales opportunity activities.
Buying center - ppl involved in customer decision making process.
Opportunity assessment tool - to qualify projects
Pipeline Performance Management (interactive application which merges analytics
and actions)
- Analyse Sales Pipeline
- Identify gaps
- Simulate what-if scenarios
Quotation is a legally binding offer to deliver specific products or a selection
or a selection of a certain amount of products in a specified timeframe at a pr
edefined price.
Quotation can be transferred to SAP ERP.
Contracts are long term agreements with customers that allow them to buy product
s under special conditions, such as lower prices or favorable terms of delivery.
Contracts can be replicated to ERP system. Contracts are continually updated wit
h the correct released quantities or values in both the systems.
Sales orders can be transferred to SAP ERP system only if they have been process
ed completely without an error.
From the distribution status of the transaction in SAP CRM system, you can see w
hether the transaction is relevant for distribution and, if so, whether it was s
uccessfully distributed to SAP ERP.
The incentive and commission management (CRM-ICM) business scenario delivers an
incentive management application, administration interface, and end-user interfa
ce.
Commision can be calculated at a transaction level.
---------------------------------------------------------------------------------------------------------------------------------------------------------------

-------------Components of Interaction center screen - Scratch pad, Account information, Aler

t modeler, Communication information, tool bar for push buttons, work area & nav
igation area.
Interaction center functions can be configured to be used by individual agents,
agent groups, or entire call centers by assigning individually configured profil
es.
Interaction center management functions - Interactive scripting
- Email response management system (ERMS)
- Intent driven Interaction (rule based alerts, interactive scripts prompted aut
omatically...modeled by rule modeler)
Call lists can be assigned to relevant organizational units, positions or indivi
dual users for processing.
IC Manager Dashboard
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------Installation mgmt is used to model objects installed for your customers so that
you can offer services for them.
In business processes, an installation can be addressed as a whole unit or you c
an refer to individual components (installed base components).
Data can be transferred to and fro SAP CRM to SAP ERP Customer Service (CS).
An object is a globally unique tangible or intangible object that a company sell
s or provides services for. It is often a specific single unit derived from a pr
oduct.
Objects constitute unique entities and serve as a central reference for business
transactions between a company and another party.
Service contracts are long-term agreements between companies and customers. Indi
vidual contract items can be of type Value or Quantity.
Processing service orders relating to the service contract at item level is cont
rolled by Service level agreements (SLAs). SLAs are monitored by actions.
CRM Billing is used to bill a service contract. A billing request is generated f
rom contract items according to a billing plan.
Service Plan : Functional enhancement to the service contract. In this, services
and follow-up transactions that are to be carried out regularly are entered. Al
so service intervals and planned dates are calculated and monitored.
To model a service plan in the service contract, create a service plan item at i
tem level.
Service order to service confirmation to Service Billing.
SAP CRM service orders are not replicated SAP ERP Customer Service (CS).
Service orders can contain several different kinds of items (service item, servi
ce part item, sales item, expense item, tool item)
Service order items can provide demands for the resource planning application (R
PA).
Service confirmation need not be created as a follow-up transaction to a service

order.
Service resource planning required WFD server 2.0 add-on
SAP CRM service orders and followup documents are highly integrated with SAP ERP
(logistics integration, controlling integration, timesheet integration, account
ing integration)
Complaints : With or without reference to a product or service provided
Returns : With reference to a product sold
Reference document : You can create a complaint/return with or without reference
to a CRM document, for example, sales order, service order, or billing document
.
Reference object : in complaints and returns, you can provide additional informa
tion about the product or service that is the object of complaint by refering to
objects at header or item level.
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------Field applications enable sales representatives and service technicians who work
in the field to work in an offline environment.
You will use Administration console for the administration of sites and mobile u
sers as well as for the administration and customizing of data distribution.
Within the administration console, you will have to create one site per mobile c
lient.
You assign subscriptions to site.
Mobile Application studio (MAS) (which is also integrated with Microsoft Visual
Studio .NET) together with Mobile Application Repository (MAR) handles multiuser
development and provides proper change management for development objects.
Mobile Sales for handhelds : JSP based mobile client applications on the handhel
d for sales representatives.
SAP Mobile Engine is installed locally on the mobile device.
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------In case of Interactive reporting, there is no need for a seperate BI system.
The portal combines every type of analysis and every application from all the re
levant areas into one role based view.
Forecasting could be done using Analytics.
Determine Behavioural patterns using : Clustering, Association Analysis, Decisio
n trees, Scoring, Linear and multi linear regression.
Planning and Optimization can also be done using analytics.
Also different analytics like customer analytics, product analytics, marketing a
nalytics, sales analytics, service analytics, Interaction channel analytics can
be done.
--------------------------------------------------------------------------------------------------------------------------------------------------------------------------Roadmaps are part of SAP Solution manager. They provide links to accelerators an
d tools that perform project tasks.

The business processes are displayed graphically using SAP Component views.
CRM Business content is delivered exclusively with Solution Manager.