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What’s new in SAP CRM Enhancement Package 2 for SAP CRM 7.0

Daan Schattenberg, 08 augustus 2012
In May 2012 SAP released the new Enhancement Package 2 for SAP CRM 7.0. This blog post focuses on some of the best improvements on the existing functionalities and highlights new functionalities and features as well.

So what’s new………………………………?

 

SAP CRM-Cross Functionalities

Some highlights of the new improvements on the existing CRM-Cross functionalities.

 SAP CRM Marketing Functionality

New features available within the Marketing functionality:

 

 

 

 

 

 

High Volume Customer Segmentation with BW

B2C marketing scenarios usually handle large data volumes where newsletters and special campaigns, for example in loyalty programs, are addressed to millions of customers. High-performance selections on large data volumes are required, so that the targeted customers can be contacted via the selected communication channel such as e-mail or SMS.

This business function takes advantage of the new SAP NetWeaver Business Warehouse Accelerator technology in order to provide improved performance when using large business partner and analytical data volumes from SAP NetWeaver BW for segmentation.

This business function includes the following highlights:
Native Access to BW in High Volume Scenarios
New Analytical Features
UI Enhancements

Marketing Permissions

Marketing permissions control that customers are contacted only via those communication channels for which they explicitly gave their consent. The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.

 

 

 

SAP CRM Sales Functionality

New features available within the Sales functionality:

 

 

 

 

 

 

 

 

 

 

 

Advanced Returns Management

Advanced Returns Management (ARM) is included in SAP ERP and enables you to handle all customer returns scenarios, such as returns made at the counter, returns that involve a shipment to the warehouse – including subsequent reverse logistics – and direct shipments from customer to vendor. At different times during the process, you can refund the customers with a credit memo or compensate them with a replacement material.

1. Initial creation of customer complaint in SAP CRM

2. Creation of return request

3. Returns processing in SAP ERP

4. Monitoring returns progress throughout the process in SAP CRM

Advanced Returns Management – Follow-up processes in ERP

The following documents can be created manually or automatically in Advanced Returns Management:

SAP CRM Service Functionality

Within the service module of SAP CRM, there are less improvements and features unlike Sales and Marketing:

Leasing – Account identification

Daan Schattenberg

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