Campaign Management in CRM 7.0

Question

I have a number of question regarding CRM 7.0. We are having CRM installed in the office at the moment, but you know how long the best practice install takes, if you use Sales,services and marketing, which we do.
I would therefore like to ask some questions that have been worrying me over the past few nights. I have read a lot of CRM related books, but I'm still not 100% sure of the solution, although I think that might be because there seems to be no published book (even from SAP Press) on the subject of marketing.
Question 1)
When you create/run a campaign which physically uses a third party, in my case to distribute the marketing material, how does the campaign physically send data to the thirdparty systems, and more importantly, how does it get feedback from the same party, as well as POS (Point of Sales, till) feedback.
Question 2).
If the campaign involves a text message of graphical object being delivered to the subscribers mobile/Cell phone can this information be put together as part of a campaign, in that if the campaign is reviewed we can physically see the text message of graphical object belonging to the campaign?. The delivery of text message or graphical object from the campaign is the sole responsibility of the third part to ensure delivery to the mobile/cell device, but how is this text/graphical object delivered to the third party do you know?.
Question 3).
We have a number of data suppliers that will be used for when the marketing campaign is created. Does this information have to be pre-loaded as a marketing attribute before the campaign is created, or can these marketing attributes being dynamic and reach out in real-time to get this information. The reason for asking this is that there's a possibility that we may have to link the campaign to the some financial value (possibly sales/servicing cost for certain products) agianst teh customers. This financial infiormation is too vast to hold as marketing attributes, I believe, and therefore wonder3ed if this data could be retrieved in real-time?.
Any help on these points would be very much appreciated, and feel sure it will rid my sleepless nights.
With regards
Jason

Answer 1

Hello Jason,
Regarding your question on how much time will it take for Sales , Service & Marketing. It depends on the business scenarios you have in your organisation & depends on complexity of the business. It also depends on number people engaged. Overal it should take around 12 to 15 months for implementing Sales,Service & Marketing if the scenarios are average critial. This will include the time for business requirement athering, business blue print preparation & sign off, Customizing efforts, Unit & Integration testing,Security testing, User aceptance testing, Cut over strategy for dat upload & finally go live.
Regarding your questions:
Question 1)
You can create third party integration with SAP. You will ave to create Campaign & assign target gorup & publish the material for customers available in target group. You have option of downloading targt group customers in Excel sheet. You can also integrate with third party server thru which they can get information as to which customers the marketing materials can be published.This can be more explored based on how the existing business is operating.
I have worked on sending messages thru SMS but they were not image objects. But with use of BADI enhancement we could send messages based on complaint created.
Question 2)
In SAP you have facility to store the images. You can atache the imaes to product or customer.Also, there is Mail form functionality which creates the templates of mal form for sending to customers. Accordingly, the target group customers will reeie the images. Regarding sending images as text objects , I am not sure but there might have BADI for enhancing existing system.
Question 3)
Regaring question 3 of holding financial values & creating taret gorup. There is option of using BI/BW (Business INtelligence) reports. Hence, you will be able to extract the BI reports data in CRM for creating target group. So this dat can be used in creating campaign in real time.
ALso, there is stadard CTI connection available thru which you can connect thru SAP phone for carrying out call center activities.
Hope the answers will be helpful in giving an initial understanding.
Regards,
Rahul
Edited by: RK on Mar 29, 2010 6:55 PM