Table of Contents

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Acknowledgments
15
1 Introduction to SAP CRM
17
1.1 Customer Relationship Management
17
1.2 Architecture
19
1.3 Business Functions and Applications
20
1.3.1 Business Functions
20
1.3.2 Business Applications
25
1.4 Summary
29
2 Master Data Configuration
31
2.1 Organizational Management
31
2.1.1 Concepts
32
2.1.2 Organizational Management Master Data Setup
34
2.1.3 Transport of Organization Structure
37
2.1.4 Division and Dummy Division
40
2.1.5 Organization Data Determination in a Transaction
41
2.2 Business Partners
50
2.2.1 Concepts
51
2.2.2 Business Functions
53
2.2.3 Customer Master Data Replication
58
2.2.4 Plants
63
2.3 Products
65
2.3.1 Concepts
65
2.3.2 Business Functions
69
2.3.3 Products Download
73
2.3.4 Products Upload
77
2.4 Pricing
78
2.4.1 Pricing Procedure Determination
78
2.4.2 Condition Maintenance Group
85
2.4.3 Pricing Routine Using the Internet Pricing and Configurator
87
2.5 Vendors
95
2.6 Summary
98
3 SAP CRM Middleware
99
3.1 Role and Function
99
3.2 Data Exchange with SAP ERP
101
3.2.1 Adapter Object Types
103
3.2.2 Download from SAP ERP to SAP CRM
107
3.2.3 Upload from SAP CRM to SAP ERP
113
3.2.4 Requesting Data
123
3.3 Data Exchange with an External System
125
3.3.1 Outbound and Inbound IDoc Processing
127
3.3.2 Outbound and Inbound SOAP/XML Processing
132
3.4 Data Exchange with SAP BusinessObjects Business Intelligence
133
3.5 System Setup
135
3.5.1 SAP CRM Middleware Settings
136
3.5.2 Connecting SAP ERP and SAP CRM
138
3.5.3 Replication Activities
144
3.6 Summary
152
4 Business Transactions in SAP CRM
153
4.1 Structure and Concepts of a Business Transaction
153
4.1.1 Design and Structure
153
4.1.2 Business Functions
159
4.2 Partner Processing
165
4.2.1 Business Functions
165
4.2.2 Master Data and Organization Data
173
4.3 Product Determination
174
4.3.1 Alternative Product Identification
175
4.3.2 Product Substitution
183
4.4 Campaign Determination
190
4.5 Text, Date, and Status Management
196
4.5.1 Text Management
196
4.5.2 Date Management
205
4.5.3 Status Management
210
4.6 Actions
215
4.6.1 Action Profiles and Processing
215
4.6.2 Configuring Action Profiles and Processing
216
4.6.3 Action Monitor
229
4.7 Service Functions in Business Transactions
230
4.7.1 Catalogs, Codes, and Profiles
230
4.7.2 Multilevel Categorization
237
4.7.3 Rule Modeler
243
4.8 Special Functions in Business Transactions
247
4.8.1 Partner Product Range
247
4.8.2 Free Goods
257
4.9 Summary
263
5 Marketing
265
5.1 Marketing Plans and Campaign Management
265
5.1.1 Business Functions
270
5.1.2 Marketing Plan and Campaign Management Elements
272
5.1.3 Campaign Execution and Automation
277
5.1.4 Configuring Campaign Execution
277
5.1.5 Configuring Campaign Automation
286
5.1.6 Personalized Mail
289
5.2 Segmentation
291
5.2.1 Process Overview
293
5.2.2 Segmentation Elements
295
5.2.3 Segmentation Basis
307
5.2.4 Deduplication
311
5.3 External List Management
311
5.3.1 Business Functions
311
5.3.2 Process Overview
316
5.4 Lead Management
316
5.4.1 Business Functions
317
5.4.2 Process Overview
318
5.4.3 Configuring Leads
319
5.5 Loyalty Management
325
5.6 Product Proposals
327
5.6.1 Product Proposal Types
327
5.6.2 Configuring Product Proposals
329
5.7 Summary
340
6 Sales
341
6.1 Activity Management
342
6.1.1 Activity Processing
343
6.1.2 Creating and Customizing Activities
346
6.2 Opportunity Management
355
6.2.1 Business Functions
356
6.2.2 Configuring Opportunity Management
358
6.3 Sales Contracts
363
6.3.1 Business Functions
365
6.3.2 Configuring Sales Contracts
368
6.3.3 Data Exchange
378
6.4 Quotations
378
6.4.1 Business Functions
379
6.4.2 Configuring Quotations
381
6.4.3 Data Exchange
386
6.5 Sales Order
387
6.5.1 General Business Functions
387
6.5.2 Specialized Business Functions
394
6.5.3 Configuring a Sales Order
415
6.5.4 SAP ERP Sales Order
421
6.5.5 Data Exchange
423
6.6 Summary
430
7 Service
431
7.1 Installed Base Management
431
7.1.1 Components
433
7.1.2 Configuring an Installed Base
435
7.1.3 Objects Overview
438
7.2 Warranty Management
447
7.2.1 Types and Usage
447
7.2.2 Process Overview
449
7.2.3 Configuring Warranties
450
7.3 Service Contract Management
458
7.3.1 Business Functions
458
7.3.2 Process Overview
461
7.3.3 Configuring Service Contracts
463
7.3.4 SAP CRM Service Contract and SAP ERP Controlling Integration
471
7.4 Service Order Management
472
7.4.1 Business Functions
472
7.4.2 Process Overview
478
7.4.3 Configuring Service Orders
481
7.4.4 Configuring Service Confirmations
492
7.4.5 SAP CRM Service Order and SAP ERP Controlling Integration
495
7.5 Service Request Management
497
7.5.1 Business Functions
497
7.5.2 Configuring Service Requests
500
7.6 Complaints and Returns
503
7.6.1 Business Functions
503
7.6.2 Process Overview
506
7.6.3 Configuring Complaints and Returns
508
7.6.4 Complaints BAdIs
512
7.7 Service Resource Planning
514
7.7.1 Business Functions
514
7.7.2 Process Overview
516
7.8 Summary
517
8 WebClient UI
519
8.1 Framework
519
8.1.1 Key Functions and Layout
520
8.1.2 Layers
521
8.1.3 Component Workbench
522
8.2 Component Architecture
525
8.3 Business Roles
532
8.3.1 User Groups
533
8.3.2 Configuring a Business Role
536
8.4 Configuring and Customizing
542
8.4.1 Navigation Bar Configuration
542
8.4.2 Header Area Configuration
548
8.4.3 Work Area Configuration
550
8.4.4 Transaction Launcher
552
8.5 Application Enhancement Tool
559
8.6 Summary
564
9 Interaction Center
565
9.1 Business Functions
565
9.1.1 IC Marketing
568
9.1.2 IC Sales
568
9.1.3 IC Service
570
9.2 Computer Telephony Integration
571
9.2.1 Business Functions
572
9.2.2 SAP Business Communications Management
573
9.2.3 Third-Party Computer Management Software
574
9.2.4 Configuring the Computer Telephony Integration
575
9.3 Multichannel Integration
577
9.3.1 Email
577
9.3.2 Fax, Letter, and SMS
579
9.3.3 Web Chat
580
9.4 Account Identification and Account Fact Sheets
580
9.4.1 Account Identification
581
9.4.2 Account Fact Sheets
587
9.5 Interaction Records
591
9.6 Agent Inbox
592
9.6.1 Business Functions
593
9.6.2 Configuring the Agent Inbox
594
9.7 Business Transaction Routing
596
9.8 Call List Management
598
9.9 Interactive Scripting
601
9.10 Knowledge Search
602
9.11 Email Response Management System
602
9.11.1 Business Functions
603
9.11.2 ERMS Setup
604
9.12 Summary
609
10 Web Channel
611
10.1 E-Commerce Architecture
611
10.2 Business Functions
614
10.2.1 Web Channel Marketing
615
10.2.2 Web Channel Sales
616
10.2.3 Web Channel Internet Customer Self-Service
618
10.3 B2B SAP CRM Web Channel
619
10.4 B2C SAP CRM Web Channel
620
10.5 Product Catalog
621
10.5.1 Hierarchical Elements
622
10.5.2 Indexing
630
10.5.3 Pricing Concept
631
10.6 XCM Settings
632
10.6.1 Shop Administration Settings
633
10.6.2 Application Settings
635
10.6.3 User Administration Settings
636
10.7 User Management
639
10.7.1 User Creation in a B2C Web Shop
639
10.7.2 User Creation in a B2B Web Shop
640
10.8 Web Channel Experience Management
641
10.9 Summary
642
11 SAP CRM Mobile Technology
643
11.1 SAP CRM Mobile Overview
643
11.2 SAP CRM Mobile Business Functions
644
11.3 Implementing SAP CRM Mobile
645
11.3.1 Mobile Client
645
11.3.2 Sybase Mobile Sales for SAP CRM
647
11.3.3 SAP CRM Mobile Sales Applications
649
11.3.4 SAP Customer Briefing for iPad
654
11.3.5 SAP Citizen Connect for iPhone and iPad
655
11.3.6 SAP Fiori for SAP CRM
655
11.4 Summary
660
12 SAP Cloud for Customer
661
12.1 SAP Customer Engagement and Commerce Strategy
662
12.2 Landscape
663
12.3 Capabilities and Features
664
12.3.1 Account Management and Intelligence
665
12.3.2 Territory Management
667
12.3.3 Mobile
668
12.3.4 Analytics
668
12.3.5 Groupware
671
12.4 SAP Cloud for Sales
672
12.4.1 Opportunity Management
672
12.4.2 Quotation Management
673
12.4.3 Visit Planning and Execution
674
12.4.4 Activity Management
676
12.5 SAP Cloud for Services
676
12.5.1 Incoming Communications
677
12.5.2 Processing
678
12.5.3 Resolve Issue
679
12.5.4 Respond
679
12.5.5 Close
679
12.6 SAP Cloud for Social Engagement
679
12.7 SAP Digital for Customer Engagement
681
12.8 SAP Cloud for Customer Extensions
681
12.8.1 Personalization
682
12.8.2 Adaptation
682
12.8.3 Software Development Kit and SAP HANA Cloud Platform
684
12.8.4 SOAP and OData APIs
684
12.9 SAP Cloud for Customer Integrations
685
12.9.1 Integrating SAP CRM with SAP Cloud for Customer
688
12.9.2 Integrating SAP ERP with SAP Cloud for Customer
690
12.10 Summary
692
13 Analytics
695
13.1 SAP Business Warehouse Reporting
695
13.1.1 Report Assignment
700
13.1.2 Analytical Methods
701
13.2 Interactive Reporting
701
13.3 SAP CRM Analytics Powered by SAP HANA
703
13.4 Summary
705
14 Performance Analysis
707
14.1 SAP CRM System Workload Analysis
707
14.2 Perform and Analyze Traces
710
14.3 Summary
714
The Author
715
Index
717