SAP Customer Relationship Management

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PUBLIC 2014 SAP SE or an SAP affiliate company. All rights reserved.

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Table of content1 SAP Customer Relationship Management1.1 What's New in SAP Enhancement Package 3 for SAP CRM 7.01.2 Business Functions for SAP Customer Relationship Management1.3 SAP Business Suite powered by SAP HANA1.4 Getting Started with the WebClient UI1.5 Master Data1.6 Basic Functions1.7 Marketing1.8 Sales1.9 Service1.10 Interaction Center1.11 Field1.12 CRM Web Channel1.13 Partner Channel Management1.14 Service Parts Management (SPM)1.15 SAP CRM for Industries1.16 Analytics1.17 Data Exchange and Mobile Technologies1.18 Business Package for SAP CRM1.19 WebClient UI Framework1.20 Enterprise Services in SAP Customer Relationship Management


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1 SAP Customer Relationship Management

Product InformationProduct SAP Customer Relationship ManagementRelease SAP CRM 7.0SAP Enhancement Package SAP Enhancement Package 3 for SAP Customer Relationship Management Support

Package 08Based On SAP NetWeaver 7.4 SPS 10BI Release BI Content Add-On 7.47Documentation Published April 2015

For information about SAP NetWeaver, processes and tools for enterprise applications, and cross-application business functions of the SAP Business Suite, seethe following:

SAP NetWeaverProcesses and Tools for Enterprise ApplicationsSAP Business SuiteCross-Application Business Functions

UseSAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focusedbusiness areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.SAP CRM is part of SAP Business Suite.The SAP CRM documentation offers a comprehensive description of the functional scope of SAP CRM and highlights the relationship between the application andthe underlying technologies.

For information about the SAP CRM business scenarios and processes, see SAP Help Portal at http://help.sap.com/crm .

Implementation ConsiderationsThis documentation is intended for consultants and project team members who should know about the functional possibilities of SAP CRM in detail. It forms theplanning basis for the installation, configuration, and continual optimization of SAP CRM. The documentation is not intended for business users. It does not containinstructions on installation or configuration.

IntegrationInstallation and upgrade guides as well as the SAP CRM Master Guide are included in the software shipment or can be downloaded from SAP Service

Marketplace under http://service.sap.com/crm-inst .Configuration information is only available in SAP Solution Manager.

You can find the e-learning offering for SAP CRM on SAP Service Marketplace under http://service.sap.com/okp .

1.1 What's New in SAP Enhancement Package 3 for SAP CRM7.0

NoteYou can find the release notes for previous support packages of this release in the SAP Service Marketplace at http://service.sap.com/releasenotes .

1.2 Business Functions for SAP Customer RelationshipManagement 1.3 SAP Business Suite powered by SAP HANA With SAP HANA, SAP provides a product that uses in-memory computing technology to optimize your business processes. SAP HANA comprises the requiredhardware as well as SAP HANA appliance software (SAP HANA database and data replication tools, for example).In-memory computing can be used to significantly reduce the time required to access database content and to increase the processing speed of transactionsconsiderably by storing the data in the main memory of the database system. As a result, large data volumes can be processed immediately and complexanalyses can be performed extremely quickly and with up-to-the-minute data.


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Integrated use of SAP HANA is also supported for SAP CRM, in addition to the databases supported according to the Product Availability Matrix (PAM). Thatmeans, in this case, that the scenarios that used to be performed in a relational database for your SAP CRM system are now performed exclusively in an SAPHANA database. SAP enables you to use existing and optimized functions on an SAP HANA database.

NoteYou can of course continue to use SAP CRM in other databases.

Implementation RecommendationsObserve the following during the implementation of SAP CRM with SAP HANA:

You can only use ABAP components on SAP HANA. If you have been using ABAP and Java components in a dual-stack system, you have to complete adual-stack split and implement the ABAP and Java components on separate servers and databases. For more information, see the Dual-Stack Split Guide

under http://service.sap.com/instguides Installation & Upgrade Guides SAP Components SL Toolset Software Logistics Toolset 1.0 Dual-StackSplit .

For information about the implementation of SAP CRM with SAP HANA, see the Installation Guide under http://service.sap.com/crm-inst SAP CRM7.0 Enhancement Package 3 .

NoteNote that the use of SAP HANA in a side-by-side scenario is also supported. To do this, an SAP HANA database is put into use in addition to the existingintegrated relational database, and the data is replicated between the relational database and the SAP HANA database. However, this implementationscenario is not suitable for running SAP CRM on SAP HANA.

Manual Steps Following Implementation

For more information about accelerating the search for business transactions, see SAP Note 1734252 .

1.4 Getting Started with the WebClient UI You can use the Web-based user interface to perform your daily tasks quickly and easily. This guide tells you all you need to know to quickly find your way, forexample, how the user interface is structured, how to navigate between pages, or how to search for and edit data.

1.5 Master Data Master data comprise data about basic objects used in business transactions in SAP Customer Relationship Management (SAP CRM) and stored on a long-termbasis, such as data on accounts, products, installed bases, or warranties.

1.6 Basic Functions Basic functions include generic tools, components, and features that are available in more than one area or throughout all of SAP Customer RelationshipManagement (SAP CRM), such as business transactions, actions, pricing, or data archiving.

1.7 Marketing SAP Customer Relationship Management (SAP CRM) makes marketing resources more efficient and empowers marketers to acquire and develop long-termcustomer relationships. Marketers can analyze, plan, execute, and measure all marketing activities.

1.8 Sales This area in SAP Customer Relationship Management (SAP CRM) enables you to manage your sales cycle, starting with creating appointments and businessopportunities, through to managing sales orders, contracts, and invoicing. It also allows you to organize and structure your sales territories according to yourbusiness requirements.

1.9 Service This area in SAP Customer Relationship Management (SAP CRM) enables you to manage your service cycle, starting with managing service contracts andwarranties, through to processing service order quotations and service orders, complaints and returns, and service confirmations.

1.10 Interaction Center


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This area in SAP Customer Relationship Management (SAP CRM) provides you with tools to help you ensure efficient and consistent customer service bycollaborating and communicating with your customers over various channels. It supports agents and managers who are involved with the interaction center.Agents can handle inbound or outbound service, sales, or marketing transactions using the phone, e-mail, fax, or the Web. They can process businesstransactions such as quotations, sales tickets and service tickets, and enhance their productivity by using alerts, scripting, and a solution search. All relevantaccount information is available to them in one location, such as account data, order status, and product-related information.Managers can access administration, maintenance, and reporting tools, ensuring optimized and efficient interaction center operations. For example, they canforecast, schedule, and monitor their staff, adjust workflow and routing rules, monitor inbound and outbound interactions, and view analytics to make strategicdecisions for the interaction center.

1.11 Field Field applications enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP CustomerRelationship Management (SAP CRM) in an offline environment.To manage customer relationships successfully, companies that have employees working in the field must make sure that their employees have up-to-date andcomplete information about the customers they visit. In turn, new information gathered by employees in the field must be made available to other employees whointeract with the customer. Field applications provide a range of functions and integration capabilities to meet these needs.Sales representatives and service technicians can access and update customer relationship data on their laptop computers while they work in the field.

1.12 CRM Web Channel This area of SAP Customer Relationship Management (SAP CRM) enables you to turn the Internet into a profitable sales and interaction channel for both businesspartners and consumers by providing your customers with a personalized Web experience and convenient self-services. The CRM Web Channel applicationscover Web-based sales and service transactions, targeted marketing, and analytics for system and customer behavior.

1.13 Partner Channel Management SAP Customer Relationship Management (SAP CRM) provides Web-based support for managing partner relationships and for enabling channel partners to sellmore effectively. Personalized portals help organizations manage their partner relationships, collaborate with channel partners, optimize channel operations, andgive channel partners all the information they need to sell to and interact with end customers.

IntegrationIf your business model includes selling or servicing products primarily through indirect channels, you can use partner channel management to manage yourpartner network.For example, you could implement the partner database and partner management solution, so you have a complete profile and history of all your channel partnersand interactions with them. Or for instance, the channel business warehouse solution, to be able to execute channel analytics and business planning, to keeptrack of how your customers are performing in real time.The other functions used for partner channel management include:

Partner ManagementCollaborative Showroom

Open Catalog Interface: Transferring Data to the Partner ShopGenerating Leads in the Collaborative Showroom

Access Control RulesFor information about functions for partner channel management in the SAP NetWeaver Portal component, see Business Package.

FeaturesSAP CRM supports business processes in the following areas:

Partner ManagementThis area enables you to manage the relationship you have with your channel partners throughout the partner lifecycle.It ensures consistent processes with all your channel partners from recruitment as a channel partner, through to approval and ramp-up, to ensure channelpartners are prepared to effectively represent your products.You have a holistic view of your channel partners and can see who your channel partners are and how long they have been a partner. You also see the statuseach partner has, the branch of industry in which they specialize, which products your channel partners sell, and who your channel partners customers are.You can plan and execute your sales strategies using different sales channels. You can set annual goals, objectives, and measurements, as well as track andmeasure partner progress against those goals.You can provide your channel partners with online access to training courses, the curriculum, and registration forms.

Channel MarketingThis area enables you to increase the demand for your products using channel partners. Channel marketing provides the relevant information for the channelpartners and ensures consistent branding and incentives. This helps to motivate your channel partners to put sales of your products and services before those ofyour competitors. Channel marketing enables close cooperation in marketing and generates demand at your channel partners.


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Market Development FundsMarket development funds (MDF) are resources that you make available to channel partners for cooperative marketing. A variety of features enable you to moreefficiently manage the MDF process, from planning, through enrollment of channel partners, to settlement of claims in SAP ERP. For more information, see MarketDevelopment Funds.

Channel SalesThis area makes it possible for your channel partners to sell your products more frequently and effectively. You give your channel partners the same information,tools, and expert knowledge as your own sales staff. You have an insight into product demand through the different sales channels, which enables you to forecastyour future sales figures more accurately.You can integrate the information from your end customer accounts into your sales processes. Both you and your channel partners have an insight into the endcustomer accounts and joint activities.Your channel partners can obtain online quotations for your products and services and also order online. Additionally, your channel partners can order products onbehalf of their end customers (OrderonBehalf). This area fully supports the order processing from order entry to delivery and invoicing.

Partner Order ManagementThis area enables you to involve your channel partners in your e-commerce strategy, thus making online sales possible without system limitations. You canforward sales orders to your channel partners for order processing. You can provide your channel partners with a hosted order management system, where theyreceive, process and complete sales orders.

Channel ServiceThis area enables you to ensure consistent and on time services for your customers by supporting your channel partners in their service and problem solvingwork. Your channel partners receive the tools and subject knowledge required to manage ongoing service relationships with your customers.

Partner and Channel AnalyticsSupport is provided to all areas of partner channel management, in the form of series of reports.

1.14 Service Parts Management (SPM) You can use additional functions in service parts management. A number of other functions are available in the following areas:SPM Functions in Sales Order ManagementAdditional ATP Functions in Service Parts ManagementSPM Functions in Complaints and ReturnsEntitlement ManagementSPM Functions in CRM Web Channel

PrerequisitesYou have set the system configuration for service parts management in the Implementation Guide for SAP CRM by choosing Customer RelationshipManagement Transactions Basic Settings Activate System Configuration for Service Parts Management .To activate the system configuration for service parts management, and to use certain functions of SPM, the following system requirements apply:

SAP CRM 7.0 with EhP2SAP SCM 7.0 with EhP2SAP ECC 6.0 with EhP 6

You use SAP SCM Extended Warehouse Management (SAP EWM).You use the availability check with SAP SCM Advanced Planning and Optimization (SAP APO).You have activated the data relevant for the business partner for service parts management with the Business Data Toolset (transaction BUPT in SAPCRM).If you want to use service parts management, you can use the SPM roles delivered as standard for this by SAP. However, you must set up these rolesappropriately for the CRM WebClient UI.

1.15 SAP CRM for Industries SAP Customer Relationship Management (SAP CRM) for industries provides you with functions that enable you to perform tasks in business scenarios specific toservice industries or manufacturing industries. SAP's generic CRM applications already address most of the CRM demands of many different industries.However, some industries require additional product and service capabilities to suit their own requirements.

1.16 Analytics This area enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze thisknowledge base to deploy important insights derived from it in your operational and strategic decision-making.The CRM Analytics offerings enable you to:

Monitor, understand, and influence customer behavior and focus limited resources on your most valuable customersAnalyze information concerning markets, competition and past marketing initiatives to understand how well the marketing campaigns and programs areperforming and to influence the success of future marketing initiatives and campaigns during planning


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Understand sales results and plan future sales by comparing plans with actual sales and analyzing the performanceGain insights to all important perspectives of service activities performed, the drivers behind them, and the financial performance of the service organizationUnderstand the performance of each interaction channel to optimize resources

1.17 Data Exchange and Mobile Technologies These technologies within SAP Customer Relationship Management (SAP CRM) enable you to exchange data between various producers of data (Mobile Client,SAP ERP, and so on) and supply all components with the data required. Replication, synchronization, and distribution of data guarantees that mobile usersalways have access to the most up-to-date business data.Furthermore, you can adjust mobile laptop applications to meet your company's specific requirements. To do this, for example, an object-oriented, visualdevelopment environment is available.

1.18 Business Package for SAP CRM

Management SummaryTo make the right decision quickly and effectively, employees need central access to all relevant data and information. Constant availability (at any time and fromany place) and instant access to data and information are the essential building blocks of today's decision-making processes.The business package for SAP CRM is based on portal technology. To use the business package you need to install the systems that are specified in thetechnical data below.

Supported Roles and WorksetsThe Business Package for SAP CRM 7.0 supports the following roles and worksets:

Partner Channel Management: Channel ManagerPartner Channel Management: Partner ManagerTelecommunications: Channel ManagerTelecommunications: Partner ManagerCRM Web Channel: CustomerDigital Asset Management (DAM): Digital Asset ManagementIncentive and Commission Management (ICM): Incentives and Commissions

Business BenefitsThe business package offers your enterprise the following advantages:

Preconfigured content: Default CRM roles and preconfigured iViewsOne common, standard framework for content (for example, roles and iViews) that still allows you to combine and personalize your content as often as yourequireRoles you can use to combine structured and unstructured CRM content any way you want and tailor it to your needsIntegration of non-SAP solutions and external contentIntegrated SAP NetWeaver Knowledge Management with content management, text, retrieval, and extraction functionsEasy visual adaptation to your corporate design by using central style sheets

Technical Data

Availability SAP NetWeaver Portal 7.0 (2004s)SAP CRM 7.0SAP NetWeaver Business Intelligence (BI) Content 7.0.3

Browser Recommendation See SAP Note 1114557Languages Available in all languages supported by SAP CRM 7.0Data Origin SAP CRM 7.0

More InformationFor more information about how to configure the business package and your role, see SAP Solution Manager at Basic Settings for SAP CRM BusinessPackage for SAP CRM Configuration Configuring the Business Package .For more information about the portal integration in SAP CRM, see Customizing for Customer Relationship Management under UI Framework PortalIntegration .For more information about the portal integration in SAP CRM, see SAP Library for Customer Relationship Management on SAP Help Portal at

http://help.sap.com SAP Business Suite SAP Customer Relationship Management SAP CRM 7.0 Application Help SAP CustomerRelationship Management Components and Functions Basic Functions UI Framework and Configuration Portal Integration .

1.19 WebClient UI Framework The WebClient UI framework defines the software architecture of the WebClient UI. With the WebClient UI, SAP delivers a harmonized online user interface. TheWebClient UI is designed for the business user and presents a role-based workspace that provides an easy-to-use navigation and user interface.


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NoteFor more information about the supported user interfaces in the WebClient UI, see SAP Note 1118231.For more information about the supported browsers in the WebClient UI, see SAP Note 1430376.

1.20 Enterprise Services in SAP Customer RelationshipManagement


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SAP Customer Relationship Management

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