sap customer relationship management crm operations and configuration

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• 1. What is Customer Relationship Management
  (CRM)?
• CRM is defined as aligning business strategy,
  corporate culture and organization, customer
  information, and supporting information
  technology so that all customer interactions
  promote a mutually beneficial relationship
  between each customer and the enterprise.
  Primarily, customer relationship management is a
  business strategy, but it is a business strategy
  enabled by advances in technology. Widespread
  implementation of customer information,
  Enterprise Resource Planning (ERP) systems, sales
  force automation, and integrated point-of-sale
  systems have made customer information readily
  available in large volumes. Reduced costs and
  higher levels of performance for database
  management platforms enable us to gain access to
  this customer information and gain new insights
  into our customers and their behavior through a
  variety of analysis methods.

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• 2. What is the difference between CRM and R/3 ?
• The difference between CRM and R/3 is R/3 is
  an integration of different application suits it
  has its own architecture and way of functioning.
  Coming to CRM it is all about maintaining the
  relationship with a customer. It is supposed to
  enhance the profit of the company or organization
  since the ultimate goal of any company is profit.
  Therefore CRM is one step ahead for their goal
  achievements.
• Whereas SAP R/3 is a 3
  tier based on client or server based application.
  One layer is presentation layer i.e Client which
  interfaces with the end user. Second layer is
  application layer for all business-specific
  requirements i.e program, and third is database
  which contains all information and records about
  the system, including transactional and
  configuration data. SAP R/3 has been developed in
  its own language called ABAP (Advanced Business
  Application Programming).

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• 3. What is the use of CRM?
• CRM stands for Customer Relationship
  Management. It is a strategy used to learn more
  about customers' needs and behaviors in order to
  develop stronger relationships with them. After
  all, good customer relationships are at the heart
  of business success. There are many technological
  components to CRM, but thinking about CRM in
  primarily technological terms is a mistake. The
  more useful way to think about CRM is as a
  process that will help bring together lots of
  pieces of information about customers, sales,
  marketing effectiveness, responsiveness and
  market trends.

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• 4. What is the goal of CRM?
• The operational side of the CRM equation
  consists of "customer facing" applications
  integrated across the front, back, and mobile
  offices which includes sales automation (SA),
  enterprise marketing automation (EMA), customer
  service/support, and miscellaneous components.
• 5. What is an automating operation?
• The operational side of the CRM equation
  consists of "customer facing" applications
  integrated across the front, back, and mobile
  offices which includes sales automation (SA),
  enterprise marketing automation (EMA), customer
  service/support, and miscellaneous components.

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• 6. What are the Benefits of customer relationship
  management?
• The Benefits of Customer Relationship Management
  are
• a. Sell additional products and services
• b. Develop new products
• c. Increase product utilization
• d. Reduce marketing costs
• e. Identify and retain profitable customers
• f. Optimize service delivery costs
• g. Retain high lifetime value customers
• h. Enable personal and relevant communications
• i. Improve customer loyalty
• j. Improve response rates to direct mail
• k. Increase product profitability
• l. Respond quickly to market opportunities
• m. Acquire new, profitable customers

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• 7. How the data was collected in CRM projects?
• There are different types to collect data from
  CRM projects
• 1. Responses to Campaigns.
• 2. Sales and purchase data.
• 3. Web registration data.
• 4. Shipping and fulfillment dates.
• 5. Account Information.
• 6. Service and support records.
• 7. Demographic data.
• 8. Web sales data.

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• 8. How long will it take to get CRM in place?
• A bit longer than many software salespeople
  will lead you to think. Some vendors even claim
  their CRM "solutions" can be installed and
  working in less than a week. Packages like those
  are not very helpful in the long run because they
  don't provide the cross-divisional and holistic
  customer view needed. The time it takes to put
  together a well-conceived CRM project depends on
  the complexity of the project and its components
•  
• 9. Can CRM and ITS server maintained in one
  system?
• CRM and ITS servers can be maintained in one
  system, but it is technically possible and
  whereas it is not recommended since it would not
  allow for good security if both are implemented
  in one server.
•  

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• 10. What is the importance of Customer
  Relationship Management?
• The past decade has seen concentrated efforts
  at integrating enterprise relationship planning
  (ERP) systems at the same time that organizations
  eliminated Year 2000 concerns. Now, an increasing
  number of companies are turning to customer
  relationship management (CRM) strategies to
  retain and acquire customers in a worldwide
  marketplace characterized by heightened
  competition.
• 11. What is the action profile in sap CRM? How to
  use complaints and returns life cycle in service
  process?
• Action Profile is a Post Processing Frame
  work (PPF) which gives some output (like as smart
  form, fax, document) on given conditions. And
  this is used in every place in SAP CRM where we
  define the Conditions for the successful
  implementation of the activity. Like in
  Opportunity Management, Monitoring the Activity
  of the enterprise employees etc.
•  

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• 12. What is master data in sap CRM?
• Master Data is org CP basic data which are
  mandatory for creating org CP in CRM system.
• EX Org Name address details Contact
  details and CP related Names and contact details.
• 13. Is there any provision directly with CRM to
  buffer the data or is there any other means?
• The provision directly with CRM to buffer the
  data is by CRM stores, all orders, products, and
  prices etc, used in the Internet sales Scenario.
  It would have R/3 integration and then the order
  will be forwarded to R/3, but it is also kept in
  CRM database.

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• 14. How to integrate R/3 with CRM?
• To exchange data between ECC ( R3 ) and CRM
  systems we need to maintain connectivity for both
  systems. They are
• Maintain Logical Systems in both systems and link
  with respective clients.
• Maintain RFC destinations in both systems
  pointing to each other system.
• Maintain Number ranges as mirror images in both
  systems.
• Ex Maintain same number range in ECC as Internal
  and in
• Below are the steps for the integration between R
  3 CRM
• SAP ECC
• 1) Define logical system for ECC ( Name
  )
• 2) Define logical system for CRM ( To
  establish the cross connection )
• SAP CRM
• 1) Define logical system for CRM
• 2) Define logical system for ECC

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• 15. What is the Use of R/3 condition in CRM?
• We are trying to replicate SAP R/3 pricing
  conditions to CRM. Initial download of pricing
  customizing has been done. R/3 pricing conditions
  are displayed in CRM customizing well (pricing,
  rebates and free goods). Though when I go in
  customizing (in CRM) to use these R/3 conditions
  in condition maintenance under marketing
  planning and campaign management, I can see my
  rebates conditions, the free goods conditions but
  not the other conditions applying directly in the
  sales order. I have checked the configuration for
  the conditions not shown. They are categorized
  in Application CRM Usage PR for pricing
  Source R/3. Conditions created in R/3 and
  replicated to CRM can only be maintained in R/3.
  If your middleware is set properly, any changes
  (VK11, VK12) will replicate to CRM. - 7 - Only
  conditions created in CRM are maintained in CRM
  (most likely documents that do not replicate back
  to R/3, if that scenario exists for you).

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