SAP CRM 7 E-Learning Notes

SAP Enhancement Package 2 for SAP CRM 7.0 > Introducing CRM Functions and Architecture > Key Capabilities of the SAP CRM Application

SAP CRM is a solution for managing your customer relationships. It supports all customer-focused business areas, including marketing, sales and service, and customer interaction channels, such as the Interaction Center, the Internet, and mobile clients. SAP CRM is part of the SAP Business Suite software. It provides leading front-office functions and end-to-end industry-specific processes through marketing, sales and service, and various other channels. It can be integrated into the SAP NetWeaver Portal component.

SAP Enhancement Package 2 for SAP CRM 7.0 > Introducing CRM Functions and Architecture > Architecture of SAP CRM

SAP CRM is part of SAP Business Suite and contains a central CRM server that can be used to access the system using multiple channels. The CRM server can also connect to other systems. The SAP CRM application can be connected and fully integrated in the following ways: SAP CRM as a central CRM server with its application components SAP ERP as a back-end system with proven ERP functions Business intelligence (BI) functions of SAP NetWeaver incorporated into SAP CRM with comprehensive statistical and analysis capabilities SAP SCM as a global solution for product availability checks and demand planning

SAP Enhancement Package 2 for SAP CRM 7.0 > Introducing CRM Functions and Architecture > SAP CRM Middleware

CRM Middleware is the primary device for exchanging data between the CRM system and the connected SAP ERP system. A plug-in for the SAP ERP system works as a counterpart to the R/3 adapter, supporting the data communication between these systems. The data exchange normally includes an initial transfer of Customizing data, master data, and transaction data to the CRM system and a delta replication of the master data and transaction data in both directions. Note: SAP ERP Central Component 6.0 and later releases contain all interfaces that are required for technical integration with the other SAP components that were previously the components of the SAP R/3 plug-ins.

Account Management > Managing Accounts > Business Partner Roles

The business partner model in the SAP CRM system is different from the SAP ERP back-end system (customer master). The business partner role, such as contact, sold-to party, or supplier, classifies the business partner according to the business function. The roles that are assigned to a business partner are similar to their functions and business transactions. A business partner role is assigned to a business partner role category, on the basis of which data distribution to SAP ERP is triggered. A business partner role is used for classification purposes during data exchange with SAP ERP. You can assign more than one business partner role to a business partner. General information, such as name, address, and bank details, has to be entered only once. All applications or industry business solutions using the SAP Business Partner function provide special business partner roles. You can define customer-specific business partner roles in Customizing by choosing Cross-Application Components SAP Business Partner Business Partner Basic Settings Business Partner Roles Define BP Roles. Account Management > Managing Accounts > Business PartnerAddress Management

Account Management > Managing Accounts > Relationships between Business Partners

A business partner relationship forms a business-relevant connection between two business partners. Business partner relationship categories describe these business partner relationships. Each relationship category specifies the properties of a relationship and characterizes it with attributes. Therefore, to show a relationship between two business partners, you assign them a relationship category. You can use the Business Data Toolset (BDT) to assign additional relationship categories to business partner relationships. Use the business partner relationships task menu, which is called in the SAPGUI using transaction BUMR. To assign a time limit on a business partner relationship, you can specify a start and an end date. By assigning a time limit, you can obtain an overview of the periods during which a particular company operated as, for example, a shareholder of an organization. You can maintain addresses in several parallel versions in the system. This means that you can save the addresses in different international display formats, such as kanji and Latin letters. Account Management > Managing Accounts > Business Partner Relationship Category Example

You create a contact person relationship with the relationship category has contact person between a business partner that has the business partner category Organization and a business partner that has the business partner category Person. In SAP CRM 7.0, you can have a time-dependent contact person relationship. To activate this feature in Customizing, choose Cross-Application Components SAP Business Partner Activation Switch for Functions. Activate Development CRM_BUT050

The account hierarchy allows you to map complex organizational structures of a business partner, for example, a buying group, co-operative, or chain of retail outlets.In contrast to the customer hierarchy in the SAP ERP applications, the nodes cannot be equated with the business partners themselves. The business partners are assigned to the nodes. You can assign multiple business partners to a hierarchy node.You cannot transfer group hierarchies that were maintained in the SAP CRM system to the ERP system.Customer hierarchies from the SAP ERP system can be loaded into SAP CRM; however, only limited changes can be made to customer hierarchies in SAP CRM. You can process hierarchies from the ERP system by assigning business partners to the nodes. These business partners are used only in processes in SAP CRM. This data is not transferred to the ERP system.