For that, a report HRBCI_ATTRIBUTES_BUFFER_UPDATE should be scheduled to run every night. But be careful, this report should only run after midnight for buffering the current day. If not, organizational data may be not available, and inconsistencies may occur.

SAP CRM consists of 3 core modules.

* Marketing – ( Pre-Sales )
* Sales
* Service – ( Post-Sales )

Marketing : Marketing module helps the marketing department with customer acquisition. This includes one or more of the following activities

* Campaign management – This includes different campaigns like e-mail, phone and other forms of customer engagement programs.
* Trade Promotion Management -
* Segmentation – Segmentation is the process of segregating your customers/leads/opportunities into different segments. This is used to effectively use the available time and resources on a targeted marketing plan.

Sales : Sales involves the OTC Cycle ( Order to Cash ) cycle excluding the logistics part. So this effectively includes

* Order Management – This includes order management, contracts management, quotation management and other sales related activities.
* Billing – This includes the billing of the orders created. Billing can either be done in ECC or in CRM. SAP CRM is specifically suited for Service related Billing.

Service : Service Module involves most activities that are involved in SAP ECC’s SM & PM Modules. They include

* Service Order Management
* Repairs & Returns Management
* Service Contracts Management
* Equipment and Installed Base Management

Channel Management : There are many ways through which these services can reach the customer. In SAP CRM terminology, these “ways” are called CHANNELS . And managing these channels is called Channel Management. Examples of channels include Internet, e-mail, Field Applications, e-Commerce, CIC etc.

* Field Applications – Examples of field applications includes applications specifically designed for devices like PDA, mobiles and other devices that can be directly used in the field. For example, Coca-cola uses a field application on a special mobile-based ordering device that scans stock and orders straight from the device and interacts with the in-house CRM server. Similarly, Seven-11 uses a field application that scans the stock at the site and depending on certain presets, places orders directly the next time the device is hooked on to the internet.
* e-Commerce – Depending on the situation, there could be B2B or B2C kind of e-commerce ( Now Called the Web Channel ) applications providing sales to the customers.
* Customer Interaction Center – SAP CRM has a very sophisticated call-center management system called the Customer Interaction Center or simply IC. In earlier versions of CRM, there used to be a separate SAP client used for this called the Win Client. The latest versions ( including CRM 2006, 2007 ) use IC WebClient – A completely web-based software that is used for Call Center Management. This software interacts with SAP CTI ( Computer Telephony Integration ) module for managing inbound and outbound calls.

Analytics : Coupled with an SAP BW system, statistics and key figures in CRM can be extracted and is called SAP CRM Analytics module.
Using a combination of core modules ( Sales, Marketing, Service ) , Channel Management ( Different Channels ) & Analytics, you would probably hear multiple variants like

* e-Commerce Marketing ( Marketing using the Web Channel )
* e-Commerce Sales
* Mobile Sales ( Sales using the mobile Channel )
* Mobile Analytics
* IC Sales
* IC Service ( Service using the Call Center Channel )
* IC Analytics
* and many more

SAP CRM Versions : Please refer to the release notes for the difference between the different versions.

* SAP CRM 3.0
* SAP CRM 4.0
* SAP CRM 5.0
* SAP CRM 6.0 ( 2007 )
* SAP CRM 7.0 ( 2008 )

By: magnatraining.com

What is the relation between CRM and SD?

The major difference between CRM & SD is as follows:

CRM- It is being customer relationship management, it mainly focuses on pre sales & post sale activities to improve on customer relationship.

CRM Sale, it uses Opportunities management for creation of opportunities available with prospective customers. there is also quotation management & order management available for order creation. But it is optional as it can be created in SD too.

CRM Marketing includes Lead creation, Campaign management for publishing material to customers or for lead generation, creation Target group of customers

CRM also uses Activity management by creation of customer interaction Activities with customer.

CRM service uses Complaints & returns, Warranty Management, i base management, Service Order management.

It also uses Account Management for managing vast data of customers & it is flexible compared to SD customer data.

CRM also offers Interaction center capabilities to handle call center activities which is not available with SD. Also, it offers internet Sales & Service for channel partner management & self service.

All these above functionalities are not in SD as SD mainly being logistic module it is mainly used for order & delivery management.

By: sap-img.com

CRM does not make use of conventional IDoc processing as known in the 4.6C system. It does, however, still support IDoc processing through an adaptor provided by SAP for CRM. The adaptor converts IDocs to and from CRM middleware BDocs.

Scenario

* Convert inbound Purchase Order (ORDERS) or Purchase Order Change (ORDCHG), with an R/3 ORDERS IDoc message format, into a CRM IDoc message format. CRM needs to create a sales order (business transaction of type Sales) when receiving the ORDERS IDoc. It needs to perform an update on the applicable sales order when receiving an ORDCHG.
* Convert outbound Purchase Order Confirmation message, in a Complex Data Type for Business Transaction message format, into an R/3 ORDRSP IDoc message. Both an order create and an order update activity will generate an ORDRSP IDoc.

Process Flow

Inbound and Outbound Scenario for Purchase Order IDoc Mappings
This graphic is explained in the accompanying text

Inbound Message – Purchase Order or Purchase Order Change

* The Buyer sends a purchase order to the Seller.
* The Application Link Enabling (ALE) layer receives the inbound R/3 ORDERS IDoc with message types ORDERS or ORDCHG and stores the message in the database.
* The R/3 ORDERS IDoc Mapping receives the inbound R/3 ORDERS IDoc message via the ALE and transforms it into a CRM IDoc message in sequential steps.
o This mapping occurs in the XIF (External Interface Adaptor) located on the CRM server and is delivered with mySAP CRM. i.e. the XIF converts the IDoc to a mBDoc

During transformation, the R/3 ORDERS IDoc Mapping maps the:
1. R/3 ORDERS IDoc structure to the Complex Data Type of the SAP CRM System.
2. Complex Data Type to the Messaging BDoc (mBDoc)
3. R/3 ORDERS IDoc Mapping then passes the mBDoc to the CRM Middleware for validation. The successful processing of an mBDoc triggers the creation of a sales order in the Vendor system.

Outbound Message – Purchase Order Confirmation

* The Seller sends a sales order confirmation to the Buyer.
* The CRM Middleware replicates the sales order confirmation to the external receivers based on the site types of the recipients, for further processing. When the recipient site type is the External Interface for IDocs, it transfers the mBDoc to the External Interface Adapter.
* R/3 ORDERS IDoc Mapping maps the outbound Complex Data Type for Business Transactions message into a R/3 ORDERS IDoc message in sequential steps.
o This mapping occurs in the XIF (External Interface Adaptor) located on the CRM server and is delivered with mySAP CRM. i.e. the XIF converts the IDoc to a mBDoc

During transformation, the R/3 ORDERS IDoc Mapping maps the:

1. mBDoc to the Complex Data Type of the SAP CRM System
2. Complex Data Type to the R/3 ORDERS IDoc message of type ORDERSP
3. R/3 ORDERS IDoc Mapping sends the transformed outbound message to the Buyer system.

By: erpgenie.com

There is 31000 products in ERP and only 4100 in CRM. I’ve found products that are not in CRM!

I made the download creating a request via transaction R3AR2 but I have just looked at the filters on the material object via transaction R3AC1, and there is a lot of filter settings. Does those filters influence the request I created?

Filters that are set in txn:R3AC1 for the object would be applicable for all types of load including request load, delta load and initial load.

You can check tables CRMM_PR_SALESA CRMM_PR_SALESG for corresponding MVKE records of R/3.

What I could understand is that you have some problem with your filter conditions.

Hence forth, I would like to clarify the filter conditions and will try explain it to you how it works :

Case 1 :

In R3AC1 : Filter is VKORG : 1000

In R3AR2 : Filter is VKORG : 2000

On Request Download from R/3 to CRM, Data will get downloaded for the Request Filter.

Case 2 :

In R3AC1 : Filter is VKORG : 1000

KUNNR : 1000 – 2000

In R3AR2 : Filter is KUNNR : 1500 – 2500

On Request Download from R/3 to CRM, Data will get downloaded for KUNNR 1500 – 2500 with VKORG :1000 from R3AC1.

Case 3 :

In R3AC1 : Filter is VKORG : 1000

KUNNR : 1000 – 2000

In R3AR2 : Filter is VKORG : 2000

KUNNR : 1500 – 2500

On Request Download from R/3 to CRM, Data will get downloaded for KUNNR 1500 – 2500 with VKORG :2000 from R3AR2.

At the End of the Day, The filter works as follows :

1. SAME TABLE FIELD present in R3AC1 and R3AR2 :

Result : The filter conditions of request download will override the filter conditions of R3AC1.

2. DIFFERENT TABLE FILED present in R3AC1 and R3AR2 :

Result : The filter conditions of both R3AR2 and R3AC1 are considered and the data is filtered in the Request download. So , basically if the fields are different, THE AND condition is applied on the filter.

By: sap-img.com

Specifically about CRM authorisations object:

CRM_ACT (authorization object CRM transaction – business transaction category activity)
ACTVT (activity)

CRM_CO_PU (authorization object CRM transaction – business transaction category purchase contract)
ACTVT

CRM_CO_SL (authorization object CRM transaction – business transaction category sales contract)
ACTVT

CRM_CO_SL (authorization object CRM transaction – business transaction category sales contract)
ACTVT

CRM_CO_SE (authorization object CRM transaction – business transaction category service contract)
ACTVT

CRM_CON_SE (authorization object CRM transaction – business transaction category service confirmation)
ACTVT

CRM_OPP (authorization object CRM transaction – business transaction category opportunity)
ACTVT

CRM_LEAD (authorization object CRM transaction – business transaction category lead)
ACTVT

CRM_CMP (authorization object CRM transaction – business transaction category complaint)
ACTVT

CRM_CO_SA (authorization object CRM transaction – business transaction category financing contract)
ACTVT

CRM_OPP_LP (authorization object CRM transaction – visibility in organization model)
CHECK_LEV (scope of processed objects)

PR_TYPE (transaction type)
ACTVT

CRM_OPP (authorization object CRM transaction – allowed organizational units)
SALES_ORG (sales organization)

SERVICE_OR (service organization)

DIS_CHANNE (distribution channel)

SALES_ORG (sales office)

SALES_GROU (sales group)
ACTVT

CRM_ORD_OP (authorization object CRM transaction – separate documents)
PARTN_FCT (partner function)

PARTN_FCTT (partner function category)
ACTVT

CRM_ORD_PR (authorization object CRM transaction – transaction type)
PR_TYPE (transaction type)
ACTVT

CRM_SAO (authorization object CRM transaction – business transaction category sales transaction)
ACTVT

CRM_SEO (authorization object CRM transaction – business transaction category service transaction)
ACTVT

1. How is CRM and R/3 differ from each other?

R/3 is an integration of different application suits. It has its own architecture and way fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organisation since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.

SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business – specific requirements (Program), and third is database which contains all information and records about the system, including transcational and configration data.

SAP R/3 has been developed in it’s own language called ABAP (Advanced business application programming).

Different modules of SAP R/3 are – FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc.

Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).

2. CRM Software
Sales Force Automation
- Contact management
Contact management software stores, tracks and manages contacts, leads of an enterprise.
- Lead management
Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.

eCRM or Web based CRM
- Self Service CRM
Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.
- Survey Management Software
Survey Software automates an enterprise’s Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service
- Call Center Software
- Help Desk Software

Partner Relationship Management
- Contract Management Software
Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta, I-Many.
- Distribution management Software

3. Advantages of CRM
Using CRM, a business can:
- Provide better customer service
- Increase customer revenues
- Discover new customers
- Cross sell/Up Sell products more effectively
- Help sales staff close deals faster
- Make call centers more efficient
- Simplify marketing and sales processes

The types of data CRM projects collect
- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data

1. What is Business Process Management – BPM?
Business Process Management or BPM, is the practice of improving the efficiency and effectiveness of any organization by automating the organization’s business processes. BPM used to be also know as Business Process Reengineering (BPR).
Many companies have business processes that are unique to its business model. Since these processes tend to evolve over time as the business reacts to market conditions, the BPM solution you choose must be easily adaptable to the new conditions and requirements and continue to be a perfect fit for the company.

In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction between work done by a human and a computer.

- The idea of BPM is to bring processes, people and information together.
- Dynamic infrastructure requires separation of flows, business rules and services.
- Identifying the business processes is relatively easy. Breaking down the barriers between business areas, and finding owners for the processes is difficult.
- BPM not only involves managing business processes within the enterprise but also involves real-time integration of the processes of a company with those of its suppliers, business partners, and customers.
- BPM involves looking at automation horizontally instead of vertically.
- Business Activity Monitoring (BAM) is essential for measurement of BPM impact.
Examples of BPM tasks that your organization performs that should be automated include:
- Expense Reports Travel Requests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management

The following example illustrates the power of BPM:
When a B2B partner needs some inventory, he can log into the web site and order required inventory. An email will be generated and sent to the supervisor responsible for the partner’s inventory. The supervisor can click on the link in the email, login to the site and approve the inventory. The partner will be notified of the allocation and the inventory will be shipped.

By : Mohammad Imran at http://www.sap-img.com/

Buffering the organization structure in SAP CRM, will improve performance when you need to read organizational data.

For that, a report HRBCI_ATTRIBUTES_BUFFER_UPDATE should be scheduled to run every night. But be careful, this report should only run after midnight for buffering the current day. If not, organizational data may be not available, and inconsistencies may occur.

Enjoy it

Web URL inside CRM IC Web BSP view can be launched using transaction launcher. Follow the steps below:

* First create URL ID using the path IMG->CRM->IC WebClient->Basic Functions->Transaction Launcher->Define URL’s and Parameters
Here by clicking on New Entries ,you need to create a URL ID, select 3rd radio button Non BSP URL and enter your web URL there.
To keep it simple copy the existing URL ID SAP into your own with your web URL for ex ZSDN
* Now go back to Transaction Launcher and start the “Configure Transaction Launcher” Wizard
In the Wizard when it prompts for Launch Transaction ID ,enter new transaction ID for ex ZTXID_SDN and click on ‘continue ‘ and
enter transaction class name for ZCL_TX_SDN
* In the next screen under ‘Transaction launcher Type’ select ‘URL Transaction’ ,and under details area select the URL ID you have created in
step 1. i.e ZSDN.
Complete the wizard.

Enjoy it!
* Now you need to map the URL transaction ID to Navigation Bar profile entries.
For this go to ‘Define Navigation Bar Profiles’ under Basic Functions.
Click on Define Entries ,enter the basic details and select ‘Launch Trans’ radio button and select the transaction id created in step 2 . i.e ZTXID_SDN
* Add the above create entry to your Navigation Bar profile
* Update IC Web Client profile with your Navigation bar profile
* Launch IC web and you would see Web URL Navigation bar entry under Navigation Bar.

SAP CRM Tcodes