TCRM10 Pesentation
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Transcript of TCRM10 Pesentation
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Modules Presentation
Ahmed Shouman27th, July 2015
sample for a
picture in the title
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ENTERPRISE CONSULTANCY SERVICES - Slide 2
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 3
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 4
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 5
Introduction to SAP CRM
What is CRM
Is a business strategy that aims to optimize customer interactions in order to maximize the success of the business.
Helps to stay totally connected to your customers.
Helps to create lasting and profitable relationships.
Helps to achieve “One face to the customer”. means independent via which channel the customer is contacting your company he or she should get consistent and actual information.
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ENTERPRISE CONSULTANCY SERVICES - Slide 6
Introduction to SAP CRM
SAP CRM Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 7
Introduction to SAP CRM
Company Departments with Customer InteractionSAP CRM provides multiple industry-specific scenarios and customizing options.
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ENTERPRISE CONSULTANCY SERVICES - Slide 8
Introduction to SAP CRM
Customer Interactions in Marketing
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ENTERPRISE CONSULTANCY SERVICES - Slide 9
Introduction to SAP CRM
Customer Interactions in Sales
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ENTERPRISE CONSULTANCY SERVICES - Slide 10
Introduction to SAP CRM
Customer Interactions in Service
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ENTERPRISE CONSULTANCY SERVICES - Slide 11
Introduction to SAP CRM
Customer Interaction Channels
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ENTERPRISE CONSULTANCY SERVICES - Slide 12
Introduction to SAP CRM
SAP CRM Business Map
The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Business Maps, and Collaborative Maps. It outline specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional enterprises.
SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction (Marketing, Sales, Service, Interaction Center, Field Applications, CRM Web channel, Partner channel Management)
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ENTERPRISE CONSULTANCY SERVICES - Slide 13
Introduction to SAP CRM
SAP CRM Solution Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 14
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 15
Basics and Architecture
Overview of SAP CRM Architecture
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ENTERPRISE CONSULTANCY SERVICES - Slide 16
Basics and Architecture
SAP CRM and Other SAP Systems
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ENTERPRISE CONSULTANCY SERVICES - Slide 17
Basics and Architecture
Channel ArchitectureSAP CRM and Internet Applications
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ENTERPRISE CONSULTANCY SERVICES - Slide 18
Basics and Architecture
Channel ArchitectureSAP CRM Interaction Center Architecture
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ENTERPRISE CONSULTANCY SERVICES - Slide 19
Basics and Architecture
SAP CRM: Data Exchange with Laptops
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ENTERPRISE CONSULTANCY SERVICES - Slide 20
Basics and Architecture
Introduction to the CRM WebClient UIThe SAP UI Roadmap
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ENTERPRISE CONSULTANCY SERVICES - Slide 21
Basics and Architecture
The main elements of the User Interface are:. Work area title
. Work area toolbar
. Header area
. Assignment blocks
Applications are run with pre-configured roles:. Sales
. Marketing
. Service
. Interaction Center
. Partner Channel Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 22
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 23
SAP CRM Marketing
Marketing Plan and Campaign Creation
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ENTERPRISE CONSULTANCY SERVICES - Slide 24
SAP CRM Marketing
Marketing Plan and Campaign Creation
Integrating SAP CRM Marketing
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ENTERPRISE CONSULTANCY SERVICES - Slide 25
SAP CRM Marketing
Marketing Plan and Campaign Creation
Marketing Element Definitions
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ENTERPRISE CONSULTANCY SERVICES - Slide 26
SAP CRM Marketing
Target Group Selection
Data Sources for Segmentation
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ENTERPRISE CONSULTANCY SERVICES - Slide 27
SAP CRM Marketing
Campaign Execution
1- Campaign Execution - Channel: E-Mail
2- Personalizing Mail Forms
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ENTERPRISE CONSULTANCY SERVICES - Slide 28
SAP CRM Marketing
Profile Sets, Profiles, and Target Groups
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ENTERPRISE CONSULTANCY SERVICES - Slide 29
Additional Topics in SAP CRM Marketing
Campaign automation designed to help you to deal with multichannel, multi-wave and real-time campaigns, providing direct reactions to customer responses.
Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.
SAP CRM Marketing
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ENTERPRISE CONSULTANCY SERVICES - Slide 30
SAP CRM Marketing
Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products) to increase the brand revenue.
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ENTERPRISE CONSULTANCY SERVICES - Slide 31
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 32
SAP CRM Web Channel
SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers.
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ENTERPRISE CONSULTANCY SERVICES - Slide 33
SAP CRM Web Channel
E-Selling
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ENTERPRISE CONSULTANCY SERVICES - Slide 34
SAP CRM Web Channel
E-ServiceE-Service - Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 35
SAP CRM Web Channel
E-MarketingE-Marketing - Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 36
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 37
SAP CRM Partner Channel Management
Partner Channel Management in SAP CRM - Capabilitiesprovide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers.
Channel Manager can access the Channel Manager Portal, create leads, and dispatch them to partners.
A partner can access the Partner Portal, accept and qualify leads, and start the lead-to-order process.
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ENTERPRISE CONSULTANCY SERVICES - Slide 38
SAP CRM Partner Channel Management
Partner Channel Management - Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 39
SAP CRM Partner Channel Management
Roles in SAP CRM Partner Channel Management
• Channel Manager Role is used by the brand owners employees.
• The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners
• Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners products.
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ENTERPRISE CONSULTANCY SERVICES - Slide 40
SAP CRM Partner Channel Management
Roles in SAP CRM Partner Channel Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 41
SAP CRM Partner Channel Management
• Who can access partner portal ?
• Partner Managers:
• A partner manager is responsible for marketing, sales and service of the brand owners products and services at the partner company.
• Partner Employees:
• A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads.
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ENTERPRISE CONSULTANCY SERVICES - Slide 42
SAP CRM Partner Channel Management
• Channel Commerce
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ENTERPRISE CONSULTANCY SERVICES - Slide 43
SAP CRM Partner Channel Management
• Channel Marketing Funds
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ENTERPRISE CONSULTANCY SERVICES - Slide 44
SAP CRM Partner Channel Management
Channel Marketing Funds - Business Process Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 45
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 46
SAP CRM Sales
• Account & Contact ManagementSales Cycle and Closed-Loop CRM
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ENTERPRISE CONSULTANCY SERVICES - Slide 47
SAP CRM Sales
Account & Contact Management• Provides companies with an insight into the entire customer life
cycle
1. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity
2. Multi-Channel Optimization: Gives sales team members ,partners, and customers immediate access to all critical information
3. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information
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ENTERPRISE CONSULTANCY SERVICES - Slide 48
SAP CRM Sales
Activity Management
Activities can be divided into interactions and tasks.
Key Activity Management functions of SAP CRM include:
1. Ability to schedule and manage simple and complex tasks
2. Ability to define and access customer activities
3. Seamless integration into all business transactions
4. An activity journal to record, update, and track critical customer information gathered from each customer interaction
5. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes
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ENTERPRISE CONSULTANCY SERVICES - Slide 49
SAP CRM Sales
Opportunity ManagementAn opportunity is a recognized possibility for a company.
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ENTERPRISE CONSULTANCY SERVICES - Slide 50
SAP CRM Sales
Opportunity Management - Sales Methodology
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ENTERPRISE CONSULTANCY SERVICES - Slide 51
SAP CRM Sales
• Quotation and Order Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 52
SAP CRM Sales
• Quotation and Order Management - Sales Order
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ENTERPRISE CONSULTANCY SERVICES - Slide 53
SAP CRM Sales
• Contract Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 54
SAP CRM Sales
• Contract Management
• Elements of contracts include:
1. Authorized Partners
2. Pricing Agreements
3. Deadlines
4. Cancellation
5. Completion Rules
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ENTERPRISE CONSULTANCY SERVICES - Slide 55
SAP CRM Sales
Sales Order Scenario in SAP CRM and SAP ERP
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ENTERPRISE CONSULTANCY SERVICES - Slide 56
SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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ENTERPRISE CONSULTANCY SERVICES - Slide 57
SAP CRM Interaction Center
• Interaction Center Agent FunctionalitiesInteraction Center: Configuration
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ENTERPRISE CONSULTANCY SERVICES - Slide 58
SAP CRM Interaction Center
Telemarketing, Telesales, and Teleservice
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ENTERPRISE CONSULTANCY SERVICES - Slide 59
SAP CRM Interaction Center
Knowledge Search
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ENTERPRISE CONSULTANCY SERVICES - Slide 60
SAP CRM Interaction Center
• Interaction Center Management: Tasks
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ENTERPRISE CONSULTANCY SERVICES - Slide 61
SAP CRM Interaction Center
Interaction Center Management
Interactive Scripting: allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance
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ENTERPRISE CONSULTANCY SERVICES - Slide 62
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 63
SAP CRM Service
Installation Management and ObjectsInstallation Management is used to model objects installed for your customer
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ENTERPRISE CONSULTANCY SERVICES - Slide 64
SAP CRM Service
• Service Contracts and Service Plans• Service contracts are long-term agreements between companies and
customers. A service contract guarantees customer specific services within specific tolerance
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ENTERPRISE CONSULTANCY SERVICES - Slide 65
SAP CRM Service
• Service Order ManagementService Order Processing
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ENTERPRISE CONSULTANCY SERVICES - Slide 66
SAP CRM Service
SAP CRM Billing for Service
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ENTERPRISE CONSULTANCY SERVICES - Slide 67
SAP CRM Service
SAP CRM Service - Integration into ERP
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ENTERPRISE CONSULTANCY SERVICES - Slide 68
SAP CRM Service
Additional Topics in SAP CRM Service(Complaints and Returns Management)
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ENTERPRISE CONSULTANCY SERVICES - Slide 69
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 70
SAP CRM Field Applications
• Mobile Sales and Service• Field applications enable sales representatives and service technicians
who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.
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ENTERPRISE CONSULTANCY SERVICES - Slide 71
SAP CRM Field Applications
• Mobile Sales with SAP CRM: Overview
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ENTERPRISE CONSULTANCY SERVICES - Slide 72
SAP CRM Field Applications
• Mobile Sales for Handhelds
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ENTERPRISE CONSULTANCY SERVICES - Slide 73
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 74
SAP CRM Analytics
• Overview of SAP CRM Analytics
The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.
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ENTERPRISE CONSULTANCY SERVICES - Slide 75
SAP CRM Analytics
• Analytical Methods
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ENTERPRISE CONSULTANCY SERVICES - Slide 76
SAP CRM Analytics
• Analytical Methods
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ENTERPRISE CONSULTANCY SERVICES - Slide 77
SAP CRM Analytics
• Analytical Methods
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ENTERPRISE CONSULTANCY SERVICES - Slide 78
SAP CRM Analytics
Analytical Methods
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ENTERPRISE CONSULTANCY SERVICES - Slide 79
SAP CRM Analytics
• Analysis Scenarios
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ENTERPRISE CONSULTANCY SERVICES - Slide 80
Scenarios - Customer Analytics
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ENTERPRISE CONSULTANCY SERVICES - Slide 81
Scenarios - Product Analytics
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ENTERPRISE CONSULTANCY SERVICES - Slide 82
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 83
SAP CRM Implementation & Operation
SAP Solution Manager
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ENTERPRISE CONSULTANCY SERVICES - Slide 84
SAP CRM Implementation & Operation
SAP Solution Manager as a Central Platform
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ENTERPRISE CONSULTANCY SERVICES - Slide 85
SAP Solution Manager - Use in Implementation
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ENTERPRISE CONSULTANCY SERVICES - Slide 86
SAP CRM Implementation & Operation
Support Process
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ENTERPRISE CONSULTANCY SERVICES - Slide 87
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 88
Account Management
Overview of Accounts and Business PartnersBusiness Partners in the Application
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ENTERPRISE CONSULTANCY SERVICES - Slide 89
Account Management
Business Partner Categories
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ENTERPRISE CONSULTANCY SERVICES - Slide 90
Account Management
Business Partner Relationship Category
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ENTERPRISE CONSULTANCY SERVICES - Slide 91
Account Management
• Account Classification Options and Account HierarchiesMarketing Attributes: criteria for differentiating between business partners.
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ENTERPRISE CONSULTANCY SERVICES - Slide 92
Account Management
Data Exchange with the SAP ERP System
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ENTERPRISE CONSULTANCY SERVICES - Slide 93
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 94
Organizational Management
• Aim of Organizational Management
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ENTERPRISE CONSULTANCY SERVICES - Slide 95
Organizational Management
• Organizational Model
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ENTERPRISE CONSULTANCY SERVICES - Slide 96
Organizational Management
• Organizational Objects
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ENTERPRISE CONSULTANCY SERVICES - Slide 97
Organizational Management
• Functions and Attributes of an Organizational Unit
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ENTERPRISE CONSULTANCY SERVICES - Slide 98
Organizational Management
Functions for Sales
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ENTERPRISE CONSULTANCY SERVICES - Slide 99
Determination of Organizational Data inTransactions• Determining the Responsible Organizational Unit
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ENTERPRISE CONSULTANCY SERVICES - Slide 100
Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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ENTERPRISE CONSULTANCY SERVICES - Slide 101
Product Master
• Product Types
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ENTERPRISE CONSULTANCY SERVICES - Slide 102
Product Master
• Examples of Products
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ENTERPRISE CONSULTANCY SERVICES - Slide 103
Product Master
• Relationships
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ENTERPRISE CONSULTANCY SERVICES - Slide 104
Product Master
Structure of the CRM Product Master
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