SAP CRM Implementation & It's GAP

actully i m new in SAP CRM field but having good knowledge about marketing consept. i m little confuse about the SAP CRM implimentation, I know it's a complex process and it's main motive to profit maximization & shortend the sales bind-up and many more... can u pls tell me about few real CRM implementaion example, why & how actully CRM implemented? and what was the GAP there on client requirments?

Hi Sreen,
In the case of Sales / ICWC you could start with basic order entry. This would be phase 1.
In phase 2 you could add extended fact sheet, sales contracts, case management, and scripting functionalities. If you decide to include Marketing, then this phase could for example include free goods.
Phase 3 would consist of extended marketing functionality: full segmentation of BPs according to multiple marketing attributes; marketing calendar/plan and campaigns.
Phase 1 alternative: Leave ICWC for phase 2 and only implement basic sales functionality in phase 1. In that case you would do order entry via CRMD_ORDER and not via ICWC. Phase 2 would then included (basic) ICWC functionality.
Of course the demands and requirements of your customer would be leading in deciding the phasing of your project.
Kind regards,
KZ
p.s. please award points if useful.

Similar Messages

SAP CRM Implementation Project - Phases/Stages

Hi all
I am very new to this Area !
I would like to know different Phases/Stages in the SAP CRM Implementation Project !
Regards
RJ

Remo,
I believe every SAP CRM Implementation project would follow the ASAP methodology which is as follows:
Phase1: Project Preparation
The system landscape is set up, consultants are assigned. Project charter is created etc.
Phase2: Business Blueprint
The implementation consultants do a study of the clients business and learn how the processes/ cycles involved thru discussions, workshops etc
This is documented as an AS-IS document.
The clients business processes are then mapped on to SAP by the consultants.
This is documented as the TO-BE document
Gap Analysis is performed to identify any gaps between the AS-IS and TO-BE documents. i.e. something that the client wants but cannot be met thru SAP CRM. Then enhancements etc come into picture.
Phase3: Realization
The system is configured as per the TO-BE document. And the client is given for testing.
Phase4: Preparation for Go-LIve
Once the client confirms all the unit and integration tests, the master data needs to be uploaded. Other system checks by basis and SAP itself are performed.
Phase5: Go live and support
The project goes live and the consultants give a month's of hypercare or support.
Hope this is wat you were expecting.
Regards,
Julius
P.S: Reward if it helps.

SAP crm implementation business scenario for crm marketing project

Dear guru's
Can any body will help me to know about one sap CRM marketing implantation project business scenario.
Like one full process of marketing project and the integration of the other modules like r/3,
Like what end users do if we implanted the marketing project for one company,
Any industry but please give me detailed with the documentation if possible.
I practice with the best practice but iam not able to the comparison to the business process of the company.
No need to tell about company details I want to know only the process.
Like which type of company it is suet or which type of company it is not sute.
If there is any document like this type of company sauté for the marketing and like this type of company suites for the service modules like that.
this is sivaanjith this is my please help me to come out of this confusion.
Reards.
siva anjith

hi
well talking about the implementation project in CRM
let us assume we are implementing it in BANKING industry
here the requirement is in improvement in the field processing and all the effeciency of the sales or feet on street
so we implement the CRM marketing with CIC
what it will do that we start with first the readiness document that what all are the requirement of the bank and how the company can cope it with the help of CRM
then we prepare the BLUEPRINT to state that the data to be processed will be strucutured in CRM in how many phases or the timely schedule of the roll over of CRM in bank
next up we start with the configuration ,like we have to start campaigns and generate leads for the banks which may get converted into the opportunities
so have to do all the configuration of CRM according to the requirements being given
one thin g i forgot which is very imp is that we do requirement gathering,its pretty imp part of entire process
after getting these only we can do whatever we want with CRm
so after that we realise the configuration in realisation phase then we do those UATs and SITs
this way we phase out the CRM in any sector
just a gist of everything
hope i cleared some air
best regards
ashish

SAP CRM Implementation Process

Hi Guy's,
I am kind of new to SAP CRM... I am in the process of finding as much information as possible regarding SAP CRM. I have a general question (show below) regarding CRM Implementation... I am hoping to get an answer from you....
Q: If any Company chooses to implement SAP CRM in 2 or more phases.... then which functionalities (Ex: in Marketing, Sales and CIC) the company would implement in the 1st phase and what are the other functionalities he would like to implement in the next phases?
Let me know if the question is not clear enough....
I really appreciate, if you could explain in detail.....
Thanks in advance...
Sreen

Hi Sreen,
In the case of Sales / ICWC you could start with basic order entry. This would be phase 1.
In phase 2 you could add extended fact sheet, sales contracts, case management, and scripting functionalities. If you decide to include Marketing, then this phase could for example include free goods.
Phase 3 would consist of extended marketing functionality: full segmentation of BPs according to multiple marketing attributes; marketing calendar/plan and campaigns.
Phase 1 alternative: Leave ICWC for phase 2 and only implement basic sales functionality in phase 1. In that case you would do order entry via CRMD_ORDER and not via ICWC. Phase 2 would then included (basic) ICWC functionality.
Of course the demands and requirements of your customer would be leading in deciding the phasing of your project.
Kind regards,
KZ
p.s. please award points if useful.

Design,Build CRM Implementation Project

Hi Friends,
 I have been involved in Project Realization stage.Now we have a
 requirement where in we need to design,build(IMPLEMENTATION)
 project.Please send me any documents and what to know before
 stating a project.My mail ID is [email protected]
Regards,
Jayapal Reddy.

Remo,
I believe every SAP CRM Implementation project would follow the ASAP methodology which is as follows:
Phase1: Project Preparation
The system landscape is set up, consultants are assigned. Project charter is created etc.
Phase2: Business Blueprint
The implementation consultants do a study of the clients business and learn how the processes/ cycles involved thru discussions, workshops etc
This is documented as an AS-IS document.
The clients business processes are then mapped on to SAP by the consultants.
This is documented as the TO-BE document
Gap Analysis is performed to identify any gaps between the AS-IS and TO-BE documents. i.e. something that the client wants but cannot be met thru SAP CRM. Then enhancements etc come into picture.
Phase3: Realization
The system is configured as per the TO-BE document. And the client is given for testing.
Phase4: Preparation for Go-LIve
Once the client confirms all the unit and integration tests, the master data needs to be uploaded. Other system checks by basis and SAP itself are performed.
Phase5: Go live and support
The project goes live and the consultants give a month's of hypercare or support.
Hope this is wat you were expecting.
Regards,
Julius
P.S: Reward if it helps.

Standard authorization role for CRM implementation team member

Hello,
We are starting SAP CRM implementation project (7.0) and I would like to avoid giving sap_all authorizations to functional consultants in development environment. Unfortunetly I can't find standard customizer profiles like the ones in ERP system exists.
So the objective is to have quite broad role or profile with no restrictions in customization and functional area. However it's important not to have Basis authorizations in this role/profile. Hope that someone can give me a hint in this direction.
Thnak you,
Jahoo

Hi,
as soon as the implementation team member should also do developments my experience is that without SAP_ALL you will have much trouble. Therefore in our dev-system each consultant will have SAP_ALL authorization. Of course only in the DEV-System.
Kind regards
Manfred

Environment Readiness Checklist for Application Test in an SAP CRM project

Hello Experts,
I am working for a very large SAP CRM implementation project at my firm. I am part of Application Test team responsible for carrying out all due dilligence before test begins. I need your help to prepare a detailed checklist for Environment Readyness covering below items like
- Transport (Custom Build as well as Config)
- Checking and ensuring that code and config is moved successfully
- Number Range Set Up
- Manual Configurations ( partner profile creation, initial ALE config
- Initial Master Data creation ( reference customer,register groups,enter values in some custom Z-Tables ,service providers etc etc..)
- Any other item which you I should take into account
Regards
Rohit

Hello Sumanth,
By going to System -> Status -> SAP System Data -> View Components, you should be able to see the soft components which are installed in your system, I guess.
These soft components corresponds to the business suite applications which are installed.
This is what you wanted ?
Thanks and Regards, Pradeep

What are the drawbacks of implementing QAS (Quick Address System) with SAP CRM

Hi,
What are the drawbacks of implementing QAS (Quick Address System) for duplicate address management in SAP. QAS is a third party software that deals with duplicate address in the system.
Thanks in advance...

Hi Peter,
You can refer the CRM installation guide which has all the details including the post installation steps you require:
You can refer to CRM installation guide in SAP Service Market Place,which would also guide you about post-installation steps.
Please go through the below link:
service.sap.com/instguides> SAP Business Suite Solutions>SAP CRM--> SAP CRM 7.0
Hope this helps.
Regards
Yogesh

Hi, I'd like to know how SAP CRM has been 'tailored' for the High Education sector? Is it basically the same product than the existing CRM or a totally different syste,? Where has it been implemented? Is there an existing document/presentation about it

Hi, I'd like to know if the SAP CRM solution for High Ed is the same product thant the existing CRM solution? Or has it been 'tailored' for High Ed? If so, how? Is there existing documentation/presentation about it? Where has it been implemented?
Thanks!
Sylvie from Montreal

Ged,
whilst generally I agree with you a question (or two) for clarification so we can be sure we're not comparing apples with oranges
I'm not familiar with O2's product lineup but given you're on Annex M is that a business package?
Are you on an Infinity residential or business package?
On the subject of the offshore support teams my experience from the other sife of the fence is that many, many of them are very technically orientated. The problem is that the ISPs they work for don't give them access to many of the tools that are needed (they need to raise internal requests to even get line checks done in some cases) and also they are very heavily scripted & monitored in what they do/say on a call.
Sounds like O2 are operating as a contact centre rather than as a call centre which is much more preferable from the customers point of view.
DISCLAIMER: although I work in the industry I do not work for BT and any opinions given are purely my own.

SAP CRM Projects Implemented or Done in India Required Urgent and Important

hi, friends and experts
      I wish u could send me SAP CRM Projects done in india with information including, Clients Name Operations, Duration and Location as soon as possible. Its urgent and important. Pls send the details.
                                                  thanking you
                                                         with regards
                                                   PRAVEEN

There are several potemtial root causes.
+ NetWeaver Mobile/DOE is not setup
+ DOE -> CRM should be Trusted RFC
+ CRM application user ID should be in DOE

ICI - How to display custom error messages in SAP CRM

Hello,
we are working on a custom Contact Center which interfaces with SAP CRM Version 7 with Enhancement Package over ICI.
The basic call functions like accepting, hanging up, holding and retrieving are fully implemented and are working already.
Our goal is to display error messages in the CRM so that clients know there is something wrong, for example why he can't be log in successfully (e.g. the telephony server isn't reachable).
We already found the ICI Documentation file which provides us the CRM SOAP error codes and tried to send SOAP Fault messages, but never got
them to screen.
Please find an attached example screenshot what we mean exactly, reproduced by trying to make a call with CRM user while BCM CDT isn't
running in the background.
Regarding to this topic we've the following questions:
- Is it possible to display custom error messages on the CRM or is this functionality limited to SAP?
- Could you provide us some further information on how to use this feature exactly (implementation details?) and how the SOAP XML should look like to get it work?
Thank you in advance!
Best regards
René Holy

NewUser7 wrote:
Please correct me if I am wrong
I need to create an entity adapter and attach an error handler with the adapter? or can i handle that in the event handler itself. I coulnt find any api for handling errorsYou can do it both ways but since we are talking about event handler now, then in 9.x you need to extend com.thortech.xl.client.events.tcBaseEvent class for creating a event handler. In tcBaseEvent class there are various flavors of handleError method. So use that as per my note earlier and you should be good.
HTH

SAP CRM - no confidence in UI by SAP?

After reading this blog and looking at the article attached to the blog. I had an interesting question:
Can Rich Internet Applications finally be accepted as a credible application development platform for SAP?
Does SAP have any confidence in its own CRM software? Right now SAP is touting how easy to use the new version of SAP CRM is, and yet this article implies they don't use their own product's user interface.
Now I know the eSOA mantra says this shouldn't matter, but I would say this is one of those cases where it doesn't. If the vendor won't/can't use their own CRM software because the UI is too ugly/clumsy or other reason, why should I as a customer.
As a customer I don't want to purchase a CRM software and then have to purchase a better UI to go on top of the software. I might as well spend the money on software that might have a better UI perceived by my sales folks(think siebel, salesforce.com, sugarcm, etc), and spend those dollars on integration instead. It's a lot cheaper to do integration work, than completely rewrite the UI to meet my users needs.
I'm also wondering why SAP would even send this message by displaying this article on SDN? I'm sure if the guys at oracle saw this article, we would see a press release from that says something of the like:
"Even SAP acknowledges, that SAP CRM is too difficult to use".
I bring this up because we are selling use of SAP CRM 2007 in house right now, and it makes it harder for me to sell the solution to my business users, if there are conflicting messages on the market.
Take care,
Stephen

> Wow, you almost have the "nightmare" scenario when it comes to maintenance. I just have to ask what functional areas (high level) did you implement? Was it the marketing module?
I can tell you...
We were using Mobiles Sales with activities, campaigns, sales documents and master data and we switched that to CRM 2005 and Portal (+ adding BI reporting functionality with BI-CRM content). For the Java part there's enough said (by me) already, I won't start again with that (mess). The CRM looked pretty well at first sight but devil's in the detail.
> The marketing module in CRM 40 was so unstable on SP08 that basically we ditched the application and wrote something custom in the SAP GUI instead. Any t-code that had over 400 related notes(segment builder) is just a nightmare not to mention just plain bugs in the PCUI that we weren't willing to wait a month for fixes.
Well.. people have always be VERY helpful, especially the guys and girls in India were doing a very good job at fixing bugs - once the communication was done via email and not via phone...;) But you're right - it's taking sometimes too much time to get a fix and yet-another-note.
> I still think the SAP GUI sometimes beats the web based interfaces, once you learn how to use it. The problem was that everyone got obessed with zero-client installations and forgot about the benefits of "specialized" clients. Now everyone is basically trying to make a web browser work like a desktop client, which puts you back full circle.
Everyone THINKS it's zero installation but in fact you have to configure proxy exceptions, add/install certificates, enable/disable Javascript things, add trusted sites, (re-)configure firewalls on Laptops, delete browser caches, install SVG viewer and other "plugins", install and maintain security fixes for the browser etc. etc. and this on a distributed environment where our sales reps are spread over the whole world in different time zones. So the "zero-installation" is nothing but marketing flowery because the maintenance you needed to put into Mobile Sales is now needed for the browser - nice antagonism
> In would have been interesting to see how well SAP would have fared if they had made the mistake of making the original R/3 application 2-tier instead of a 3-tier client/server.
It's been like that @ R/2 times and I must tell you I loved the green screens (http://www.sapdesignguild.org/resources/images_hist/R2-0.GIF and http://www.sapdesignguild.org/resources/images_hist/SCREENO1.GIF)
Markus

Sap CRM 2007 Security related issue

Hi All,
I am working on SAP CRM 2007 security.
I have scenario, which we are trying to fix.
There are two users A and B.
A is assigned to role X
B is assigned to role y
Business Partner 123 is created for user A
Business Partner 456 is created for user B
These Business Partners are assigned to Authorization Groups.
See below:
1)Authorization Group (LK01) is assigned to Business Partner --123.
2) Authorization Group (LK02) is assigned to Business Partner --456
3) Authorization groups LK01 is assigin to user A in PFCG role X
4) Authorization groups LK02 is assigin to user B in PFCG role Y
a) User A assigned with PFCG role X>Authorization Group (LK01)>BP 123.
b) User B assigned with PFCG role Y>Authorization Group (LK02)>BP 456.
Note:
1) Authorization Groups are assigned to BPs under the Control tab.
2) These Auth Groups are assigned in Authorization Object in PFCG role.
Now, USER 'A' should not be able to work under the BP 456 as this BP is assigned to authorization group LK02.
The issue is when we open the WEB UI and login with user A role X, He can search for the BP 456 assigned to Auth Group LK02.
User A can open the Interaction History and edit the Service Order created using the BP 456.
He can Edit the following in Service Order details:
1) General Data Status (from created to complete), Contact person, Sale Rep name.
2) Organization Data like Sales Office, Sales Org Unit, Distribution Channel
3) Business Partner.
However, one good thing is he cannot edit the Account details like Account ID, House No, Employee Resposible, the message he get is "No authorization to change partner with authorization group" which is a
good thing.
I have tried to be precise, please let me know if you require more information.
Regards,
Dave.

I suggest the following:
Please, check whether the system works if you activate the implementation BUPA_F4_AUGRP.
In addition check the notes 559662, 674869 and 782927. Maybe the notes are already implemented but you can try then the implementation of the BADI (SE19). It should resolve your issue.
I have implemented this Badi solution before, and after activation; the search help ; nor search result list did NOT show any Business partners anymore that had an authorization group I was not allowed to see.
kind regards
Davy Pelssers
SAP CRM/Security consultant

Error Message when we create a Service Ticket in SAP CRM 2007

Hi All we are having a serious production issue when we create a S.Ticket in SAP CRM 2007 We get the following error message we are not trying to send any information to R/3 We have a planned go live this saturday. So any help would be greatly appreciated.
An error occurred in system EDIES during account assignment
Message no. CRM_ORDER_MISC 060
Diagnosis
Errors occurred when assigning an account assignment object to a business transaction. To view the error message, see the accompanying log file.
Transfer Log
No controlling type could be determined (Notification E IAOM 012)
No controlling type could be determined (Notification E IAOM 012)
Regards
Sathya

Hi,
I have looked into your issue.
For this service ticket, kindly check the Org Unit maintained in Transaction and table OFIC_BILLORG_SRV are same. If not same kindly make changes in the following path in SPRO.
==> SAP Implementation Guide
==> Customer Relationship Management
==> Organizational Management
==> Cross-System Assignment of Organizational Units
==> Assign Billing Units to Service/Sales Organizations
If the above information is not helpful kindly take a look at note 861116.
I hope this helps.
Regards,
Venkat

S_DEVELOP authorization needed for CRM Web Client in SAP CRM 7.0?

We implemented an own WebUI component in SAP CRM 2007 and use it in others components (with USAGE).
After we transport the component in SAP CRM 7.0 we always got an error CX_BSP_DLC_CONFIG_GENERAL_ERR at loading the component. But if we set the permission to SAP_ALL all thing work fine.
In SAP Note Nr. 1367944 we read:
"It is not possible to run the CRM Web Client without the S_DEVELOP, activity=03
authorization because it is needed by the Web Client Framework.
The S_DEVELOP authorizatin is part of the SAP_CRM_UIU_FRAMEWORK PFCG role, which must
be assigned to every user."
"This dependency has been removed in CRM 7.0."
Do we need to install some other SAP Notes at SAP CRM 7.0?
Many thanks for advices!
Handri Gunawan

Hi Handri,
I asked my collegue here, who created the note.
The note is correct, in CRM 7.0 you do not need S_DEVELOP anymomre.
The error that you have might occur because of another reason.
Could you track the call stack of this exception?
And send me back the call stack?
Regards,
Steve

SAP CRM Implementation & It's GAP

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