Daan Schattenberg
Read all my blogsSAP CRM-Cross Functionalities
- Performance and Business Transaction Item Processing
- Reduction of Implementation Time
- Performance Improvement of CRM Data Extraction
- WebClient UI Framework
- Improved knowledge article, this allows you to assign knowledge articles quicker and easier
- Filter for Workflow Inbox
- Complaints & Leads Assignment Blocks on Business Partner overview page
SAP CRM Marketing Functionality
- High Volume Customer Segmentation with BW
- Marketing permissions
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.
- Based on BW/BWA
- Aggregation on the fly whilst segmenting
- Data Uploads no longer required
- Segmenting on most recent data
- Tree maps to visualize key figures in a multidimensional way
- System based proposal of filter ranges
- Drag & Drop from chart to staging area & apply as filter
- Dynamic attribute hierarchies
- Enhanced F4 Help to find filter values
- Execution Plan
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.
- Adhere to country-specific regulations to avoid incurring costs due to non-compliance
- Send marketing material only to those customers who explicitly agreed to receiving such material
- Marketing Permissions play a big role in
- External List Management
- Segmentation oCampaign Execution
- Interaction Center
- The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.
- Existing concepts used to block contact to customers, such as per account, central block, or per communication detail with the designator ‘Do Not Use’ are still available
- Maintenance of marketing permissions
- Create marketing permissions for
- Accounts (individual, corporate, group)
- Contacts oMarketing prospects
- Create marketing permissions per communication channel, such as Telephone or e-mail
- Maintain via different channels, such as Interaction Center, or automatically – coming from an external system via CRM Middleware (planned), from a web shop registration via an API, or upload via External List Management (ELM)
- The Marketing Permissions assignment block is available in the Accounts Overview Page (OVP) and the Contacts OVP
SAP CRM Sales Functionality
New features available within the Sales functionality:
- Advanced Returns Management
- Advanced Returns Management – Follow-up processes in ERP
Advanced Returns Management
1. Initial creation of customer complaint in SAP CRM
- Object “Complaint” as main-item
- Optional: maintenance of returns specific data
- With / without reference to ERP data
2. Creation of return request
- Return request as sub-item
- Mandatory: maintenance of returns specific data
3. Returns processing in SAP ERP
- Automatic and/or manual creation of subsequent documents per process step such as creation of the goods receipt, warehouse inspection or refund determination
- Depending on the implementation/customizing of “Advanced Returns Management” the process is supported by automated system actions and system alerts/warnings.
Advanced Returns Management – Follow-up processes in ERP
- Returns Order & Returns Delivery
- Goods Receipt
- Warehouse Inspection & Logistical Follow- Up documents (Goods Movement to Specified Stock / Scrap / Free Available Stock)
- Credit Memo Request & Credit Memo
- Outbound Delivery
- Returns Purchase Order (to Vendor)
- Invoice Verification (based on vendor´s material inspection)
- Returns Purchase Order for Direct Shipment
- Returns Stock Transport Order
- Subsequent Delivery Free of Charge (SDF)
- Outbound Delivery for SDF & Goods Issue for SDF
- Internal / External Repair Order
Advanced Returns Management |
SAP CRM Service Functionality
Within the service module of SAP CRM, there are less improvements and features unlike Sales and Marketing:
- Billing Plan Extension (performance improvement)
- Monitor for Service Transactions (new additional fields)
- Checklist for Service Requests and Orders
- Leasing – Account identification
Leasing – Account identification |