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Partner DeterminationOverview

Business Partner

Text DeterminationOrganizational Management

Output DeterminationProduct Master

CRM BillingOpportunity Management

Conclusion & Appendix:CRM Best PracticesActivity Management

Sales Transactions

Product Master

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Describe the new concepts of the product master

Process products and enhance them with the aid of settypesand attributes

Explain product hierarchies and categories

Understand the up- and download of product data between theCRM and the R/3 system

Explain the basic functions of a product catelog

Contents

Objectives

At the end of this unit, you will be able to:

The basics of the product master

Processing products

Hierarchies, categories, settypes and attributes

Product data exchange between CRM and R/3

Product catalog

Contents/Objectives

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Your enterprise wants to open new distributionchannels and also to conduct the sale of yourproducts via the CRM system

As product data in the form of material masters is

already available in the backend R/3 system, youuse part of this data, integrate and enhance itaccording to the new CRM product master concept

Business Scenario

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Products, Services and Financing

Structured

products

Services

Configurableproducts

Financing

Materials,

Services andFinancing

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Structure of the CRM Product Master

Status

Short texts

Productcategories

General

GTIN

Product

Basic data

Basic texts

Product 4711 - hard disk

Sales

...

...

...

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Advantages of the CRM Product Master Concept

Enhancement of product master data is possible without

modification

Contrary to R/3, the product master tables are smaller.

Only data structures and data that is really needed areconnected to the product

Product master data is enhanced in the application, not

in the development environment

Documents and multimedia objects can be added to

products

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Assignment to a base hierarchy should always be aimed for

Temporary or inconsistent products can be saved asinactive

Relationships, i.e. dependencies between products can bemodelled (e.g. accessories)

Processing Products

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Logging of all error messages

Use of colors to show the seriousness of the message Navigation in corresponding data fields from the application log

is possible

Application Log

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CRM DB

Productdata inactive

Productcatalog

Order item

CRM Application

Saving temporary or inconsistent product data

Inactive product data cannot be used in CRM applications

Inactive product data can be deleted

Mass maintenance of inactive product data is possible

Inactive Product Data

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CRM DB

Productdata

Archive

The status "to be archived" is assigned in the productmaintenance (preselection for archiving)

The archiving process automatically alters the status to

"archivable" and checks for the usage of product data

If the archiving is successful, the status is automatically set to"archived"

Archiving Products

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Product 1 (PC) Product 2

(manual)

has accessories

Product 3 (HDD20 GB)

Product 4(controller)

has replacement part

Product 3 (HDD20 GB)

BuPa 1

(IDES Inc.)has customers

Product x Product yBuPa z

relationship xy

Relationships

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CRM System

Source

OLTP System

Target

Upload directly from product processing

Subsequent changes in CRM are updated

Upload of CRM Product Data into OLTP

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R/3 system

Source

CRM system

Target

Initial Download (unique)

Delta Download (permanent)

Synchronization (recurring)

Download of CRM product data from OLTP

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Hierarchies and Categories (1)

Except from the base hierarchy R3PRODHIER

hierarchy nodes

machines00100

00125

PC0012500100

hardware

0012500105 workstation

0012500115 printer

categories

subcategories

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R/3 CRM

Material type R3PRODSTYP

Material group R3MATCLASS

Product hierarchy R3PRODHIER

Base hierarchies

with an R/3 customizing download, R/3 material mastergroupings are converted to CRM category hierarchies(base hierarchies)

Hierarchies and Categories (2)

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With the aid of product categories, products can besummarized by various criteria

Product categories are ordered in one or more hierarchies

Categories inherit the product type as well as the set types of

higher level categories

The product type (e.g. product) determines which productscan be assigned

The assignment to a product can be changed or deleted

Hierarchies and Categories (3)

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Set Types and Attributes (1)

Product

Product ID: PC-1000

Description: Campus PC-1000

Unit of quantity: Unit

Short text: Personal Computer 1000

Guarantee: 24 monthsService: 24 hour service

New product: yes

Special price: no

Product attributes Set type

Marketing DataMarketing data(user-defined)

Basic data(standard)

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A set type is a collection of one or more attributes Attributes help describe a product

Attributes can have one or multiple values

Attributes can be configurable

Set Types and Attributes (2)

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Creating hierarchies and categories Creating attributes

Creating set types

Assignment of attributes to set types

Assignment of set types to categories (within the categoryand hierarchy maintenance)

Assignment of the product master to hierarchy/categorydata (within the product maintenance)

Enhancing the Product Master: Step by Step

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17 Inch?

19 Inch?

50 GB?

100 GB?

8x?

12x?

Configuration makes it possible to offer and sell apersonalized product to the customer

For example, a personal computer can be sold in manydifferent specifications

Configurable Products

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A structured product consists of a header product and auser-defined number of component products

Component products are maintained in Relationships

The relationship types set, display and prepack areavailable

Structured Products

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What is a Product Catelog?

The product catelog is a collection and arrangement ofCRM product data for presentation on the Web

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Catalog name

Catalog area 1

Catalog area 2

Header data

status (active/inactive)

basic data

administration data

Variants / Views status (active/inactive)

language

currency

organizational data

pricing procedure

catalog view

Product Catalog Structure (1)

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Product Catalog Structure (2)

Catalog name

Catalog area 1

Catalog area 2

Header data

basic data

text

documents

Item list

product ID

product description

product type

status (active/inactive)

Item details

text

S

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Describe the new concepts of the product master

Process products and enhance them with the aid of settypes andattributes

Explain product hierarchies and categories

Understand the up- and download of product data between theCRM and the R/3 system

Explain the basic functions of a product catalog

You are now able to

Summary