Overview of CRM

Hi All,
I am new to CRM,
Please let me know what is CRM...in layman perspective and in sap perspective?
Please give me the link through which i have to go for learning CRM.
Regards
Piyush

Hi,
Refer the following links :
http://www.ixos.com/local/es/home/products/pro-integration/pro-integration-crm/pro-integration-crm-sap.htm
http://wiki.ittoolbox.com/index.php/Topic:MySAP_ERP
http://www.cadservices.nl/site/cadservices/28/27/Designer_mySAP_PLM_2005.pdf
http://www.unevoc.unesco.org/southernafrica/8-km/SAPKW_SolutionBrief.pdf
CRM material
http://help.sap.com/bp_crmv340/CRM_DE/BBLibrary/html/BBLibrary.htm
Reward points if it helps.

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SAPConnect Inbox overview in CRM 5.0

Hi,
SOST shows outbound requests that were sent by the CRM system.
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I can see that the corresponding program is SAPLSBSC_IN.
I am trying to find a similar way to display Inbound emails in CRM 5.0. Unfortunately, the menu option is not available in SOST for CRM 5.0. Program SAPLSBSC_IN doesn't exist in CRM 5.0.
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Try Tx SWI1
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Hi,
I am new to SAP CRM, can you please give me more info on the below topics ?
1) Overview on CRM architecture ?
2) CRM capabilities ?
3) CRM user interface concepts ?
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regards
Jaya

Hi Akhil,
Please go through these links:
1. An information silo is a management system incapable of reciprocal operation with other, related management systems. A bank's management system, for example, is considered a silo if it cannot exchange information with other related systems within its own organization, or with the management systems of its customers, vendors or business partners. "Information silo" is a pejorative expression that is useful for describing the absence of operational reciprocity. Derived variants are "silo thinking", "silo vision", and "silo mentality".
http://en.wikipedia.org/wiki/Information_silo
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2. Bunker silos
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http://en.wikipedia.org/wiki/Storage_silo
3. http://blogs.ittoolbox.com/crm/cdi/archives/master-data-silos-and-rocknroll-7686
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Need CRM overview for SAP BI

Hi,
Shortly I am going to work on CRM Server. which I need to pull the data from SAP CRM System to
BI System. I am new to CRM. Can any one explain me the overview of CRM like what are the datasoources, data targets and any relevant info.
Thanks
VSM

Hi Subbu
CRM is similar to R3 server with reference to the connectivity to BI. It uses RFC connection to connect to BI and vice-versa, this connection would usually be setup by basis consultants.
For the list of DataSources, Cubes, Queries the best resource would be SAP Help, for the CRM part below is the link.
http://help.sap.com/saphelp_nw70/helpdata/en/04/47a46e4e81ab4281bfb3bbd14825ca/frameset.htm
Please go through the above link and you will have most of the required information.
Thanks.

Overview of SAP CRM

Hi Friends,
 I need to give a presentation on OVERVIEW OF CRM.
 Please send me the material regarding the topic.
 My mail ID is <removed by SAP Community Network Moderator>
 Thanks in Advance.
Regards,
Jayapal.

Hello,
CRM is all about leveraging and enhancing "Cusstomer-facing Activities"
To improve and equip the front office Executives capabilities to perform more activities and be instrumental in delevering adhoc information for decision making
strata of the Business society.
In CRM we carry out Marketing,Sales,Service across three different channels.
Ecommerce,Fieldapplication,Interaction center.
1)In a typical scenario it starts with Analytics.
In the portal the role Analytics manager is intrested in finding out whom he can
target to sell a particular product. He will execute a report that will list all the top revenue generating sales areas.
We do 'ABC' classification to determine who that could be.
No we get list of all the BP in a sales area who contributed to the revenue in the form of
a)Bought Many Products
b)Been very Loyal
c)Much revenue Margin.
Based on the previous campaigns Performances a ''WHAT IF'' analysis is done to simulate the campaign results.
Its something like 1)If I target 1000 customers 2)If I send them list of hundred products 3)If I have a conversion of 50% what would be the revenue generated,
based on this a BUDGET is determined.
2)In the scenario 2 Marketing Role logs in to the portal
He will assign the target group to the segments and execute the campaign across the channel e-mail. in doing so we mignt want to consider
1)Campaign Automation 2)Segmentation 4)Product Proposals
5)External list management etc.
3)In the 3 scenario User clicks on the link in the e-mail that will take him
to a web-shop. Here the user has list of all the product he would be intrested in
say for eg a Laptop and using Product proposals using UP-SELLING and CROSS-SELLING rules that we defined in the cusomizing we'll offer him a wide array of products as well as ACCESSORIES. All the products that cux selects will be in the basket and while he checks out the price for all the items selected is displayed. Once the cusstomer places an Order.
CRM is integrated with the Back end ERP R/3 for generating the Delivery.
4)In the 4 the scenario Channel partner and the customers are involved in the sales activity through COLLABORATION.
Business Partners as well as Channel Partners along with the BRAND OWNERS can log into portal for further processing.
If the customers is intrested in buying a Fax machine, Printer,ect along with the Laptop. This portal allows the customer to choose and check if all the items he has selected available with one partner or he can place orders this way.
1)Laptop from Smith INC
2)Printer from Jones INcorporated
etc, etc..
5)In the fifth scenario we have sold the product and we are providing service for the product sold. Service through ICWebclient.
Cux call up and says ''Hey I have a problem with the Laptop that I purchased?''
The agent can Identify the caller using his ID in the BPSEARCH and confirm.
In the KNOWLEDGE-BASE we have access to all similar problems and a solution to fix it. Now, the agent types the problem encountered in the search and find a solution in the SOLUTION-DATABASE, once we are through with it we assure the customer to call us back If she encounters the similar problem again.
The interation with the cux is maintained in the NOTES.
The Customer call's back again and says the problem persists.
The agent creates a SERVICE ORDER and assigns it to the EMPLOYEE-RESPONSIBLE and this SYNCHRONISED with the Laptop of the Employee of that territory and he finds the email in his inbox. Now the Employee visits the Customer and fixes the Problem, he creates a SERVICE CONFIRMATION saying the no of hours taken to fix it. IBASE determins the WARRANTY for the PRODUCT and the REFERENCE OBJECT as well. This SERVICE is BILLED and is sent to accounts for invoicing.
I do understand that this is not an Exhaustive coverage.
Please reward with points,
regards,
Muralidhar Prasad.C

Need some help in SAP CRM ISA.

hi ,
I am very new to the SAP CRM ISA environment .So please suggest me some documents ,books name etc.
To develope ISA applications what java skills we should have.
Please help me ...
Thanks in advance to all of you..
With regards
shanto aloor

Hello Shanto,
You need a couple of months of time to attend the following courses and couple of more years for really working in few projects to understand Well that is for people like me.
CR010 - CRM Basics,
CR100 - CRM Overview,
CR300 - CRM Sales,
CR800 - E-Commerce with CRM and
CR850 - E-Commerce with R/3
Okay, for the programming skills, you need very good Java / Web Application development experience. The application (ISA) is a simple Java based Web application (not a J2EE application) built on Struts framework. So, a good knowledge / experience of Struts is a big plus.
The [E-Commerce Enhancement / modification guide|https://websmp210.sap-ag.de/sapdownload/011000358700000469462006E/] is THE reference for ISA enhancements. I can not emphasize more on this. Every page, sentence is a must read in this document. This next document has [Examples and Tutorials |http://service.sap.com/sapdownload/011000358700006120622006E/]that go with the first document.
It is also good to have ABAP development and debugging knowledge to do good development. Basic understanding of the request - response cycle - the Java to ABAP integration are all good topics to focus and learn.
You must also know the Java development process in the NetWeaver (NW). You need to know the concepts of NW Development Infrastructure (NWDI). The enhancement guide has some information relevant to ISA development.
If you really go through the enhancement guide thoroughly, you will know what more you should know!
Easwar Ram
http://www.parxlns.com

Topics in CRM

Hi Experts,
Please can someone pelase tell me what are all the important topics in CRM?
I am into ABAP.
Thanks
Dany

HI Dan
First decide amongst the following specilizations in CRM in which u want to expertise, then you can go ahead with individual topics..
- CRM Overview/Architecture
- CRM Base Customizing
- Mobile Sales
- CRM Sales
- Interaction Center WinClient in CRM
- Interaction Center Webclient in CRM
- CRM Middleware
- CRM Technology
- CRM Markwting
- CRM Service
All these are the core of the CRM.
Siva

CRM - BSP applications - Getting started

Hi Experts ,
I have a knowledge of BSPs used in R/3.
and for my project requirement now i am asked to study CRM BSPs.
And i am not aware of the CRM BSP applications at all.
what is the difference between BSPs and CRM BSPs ??
Can anybody give me a Document containing overview of CRM BSP applications?
Also for this do i need the knowledge of CRM functional areas?
Regards,
Ashish Shah

Hi Ashish,
CRM BSPs and R/3 BSP are similar. They are similar, if you are designing custom BSPs.
In CRM we have SAP standard BSP applications which were develped on MVC architecture. They are 1) CRM_IC ( CRM Interaction Center) 2) CRM PCUI
These are standard SAP developed BSP application which are ready to work.
Each customer using CRM system, may need some customization in these Applications.
So in CRM we will work on These standard BSP applications as well on Custom build applications, depending on customer needs.
Thanks,
Babu

Crm material needed

Dear gurus ,
i'm new to sap.i want to learn sap crm.my qualification is mba mktg. could u plz guide me in the following...
i've 3 yrs exp of call center,
what are the various topics/aspects i have to cover....
1.where to start sap crm preparation( which topic)
2.how to proceed( preperation flow-topic wise)
3.can any one send me the crm material like 100,800....etc..

hi
Welcome to the CRM stream
Having a qualified and experienced Marketing Management professional you might be having expertise in entire sales cycle
On the basis of your experience, you try to go through the overview of CRM (CR010) where it gives entire topics briefing
Try to apply your functional experience skills in to the topics like CRM sales, marketing etc
Initially you can start with this, later you extend to other topics.
revert back for further clarification if any
regards
Venu

RE: Components in CRM

hi all,
I am new to CRM and was going through CRM010 (Overview of CRM)
Initially i thought
CRM u2013Internet.
CRM -Interaction Center.
CRM -Mobile.
are the only 3 components that will be installed according to company scenario.
but i am confused while reading on sales, marketing and service.
can any one tell me what the components in CRM?
what is the difference between CRM u2013Internet, CRM -Interaction Center, CRM -Mobile. and
CRM sales, marketing and service
In real time companies what are the compnents that come with CRM or that we install along with CRM?
Sorry for the confusion.
thanks in advance.
S

Hi,
See the links.
http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
http://help.sap.com/saphelp_crm60/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
Regards
Srinu

Crm newcomer

I am new to sap crm. Can anyone send some technical docs listing the important badis, tables views in crm.
also can some one explain the middleware concept for mobile sales.
Send the material at [email protected]
By,
Ajay S
Message was edited by: ajay saxena

Hey recently,
I have jotted down all the important tables in CRM.
I shall send that across to you. I have a doc which gives overview on crm middleware.
I shall send it acoss to you.
Hope that shall help.
Regards,
Tanveer.
Please mark helpful answers

Sending email inbound to CRM

Via inbound processing (SCOT) I have specified that when an email comes in from CRMMAIL5, that the exit code I specified needs to be executed. I did the same thing in ECC. However in ECC, via trans SCOT, I can go to Utilities->inbox overview and view a log of what has happened. I can't find how to get to the inbox overview in CRM.
Anybody have a clue?
Thanks.

That's just the thing. The path doesn't exist. Neither does transaction SOIN. I've discovered note 1104489, which states this interface isn't available until support pack 14 of SAP_BASIS 70. We are on 13. The note contains corrections that can be applied, however it states:
This note contains correction instructions that you can implement using the Note Assistant. However, these corrections are only a prerequisite for future notes. They do not contain the functions of the corrections that are delivered with the Support Packages. Implement these corrections only if the Note Assistant requests you to do so when you implement another note.
You can run report RSBCSIN to see the inbound requests, but no logs or anything.

CRM cvertification

Dear all
I would be planning to do a CRM certification, preferably in CRM service.
My question is , what path needs to be followed for the end exams
as far as I can see it should be:-
-CR010[ CRM overview]
-CR100[ CRM basics ]
-CR700 [ CRM service ]
am I correct here ? I do not want to do any extra module that is otherwise not necessary in getting the CRM service- certificate.,
Looking for some guidance here.
Thanks and regards
Sharm

Hi Sharmishta Mathur,
The Market for Service Consultants is picking up in full swing.
Focus lot on CR700 and CR100 is something is needless to stress how vital it is for any consultant.
good luck and Please Reward Points.
cheers,
Muralidhar Prasad.C

Guidance to ABAPer for Next step..

Hi all,
Am an BAPer with 3 years of experience worked on ALE,ALV,Smart forms,IDOC,BDC,Module pool.
Can anybody guide me what exactly out of above is required in CRM?
Please guide me what should be the next step for me in CRM? and why?
Thanks.

Hi Sanu,
To begin with CRM,its better you try to understand the functionality available in CRM and how and where in business scenarios it would be used.
All the technical knowledge you mentioned above would also help in CRM,since CRM can inturn be connected to other SAP systems as well as legacy systems.So its an advantage for you that you know stuffs like IDOC,ALE etc.
BDocs are widely used by middle ware module of CRM for data exchange.
Best source for you would be help.sap.com,you can get basic overview of CRM to begin with.
If you have any specific concerns about CRM,plz let me know.
Hope this helps!
Best Regards,
Shanthala Kudva,

CRM overview

hello, friends.
i am new to CRM. could anyone summarize for me the full cycle of CRM, master data, condition records and the relevant t-codes?
many thanks.

Hi
To start with master data for Business partners you can use transaction code BP for creating the business partners . and for creating the transactions in marketing sales and service areas you can use transaction code crmd_order
You can refer the link below for the CRM basic overview
http://help.sap.com/saphelp_crm50/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
Links to CRM Documentation
http://help.sap.com/saphelp_crm50/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm
Reward points if helpful
Dinaker vikas

Overview of CRM

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