Here is a Quick Overview of what SAP CRM is all about
The following eight slides and explanatory notes will give you a quick introduction to what is SAP CRM.
Enabling you to put your future learning in perspective.
The key functions in SAP CRM are related to the fields of marketing, sales and service. The SAP CRM contact channels are the Interaction Center, Web Channel (e-commerce), Field Applications (for example, Mobile Sales) and partner channel management. SAP CRM provides leading front office functions and end-to-end industry-specific processes via marketing, sales, service and various other channels. SAP CRM can be integrated into the NetWeaver portal, provided that you have implemented a portal strategy.
SAP Customer Relationship Management (SAP CRM) is a part of the SAP Business Suite containing a central CRM server that can be used to access the system via 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:
The SAP CRM System as a central CRM server with its application components. The SAP ERP Central Component (SAP ECC) as a back-end system with the tried and tested ERP functions.The BI functions of SAP Net Weaver with comprehensive statistical and analysis capabilities. The SCM system as a global solution for product availability checks and demand planning
The CRM Middleware is the primary device for the data exchange between the CRM system and the connected ERP system (as of SAP R/3 Release 3.1I and higher). A plug-in installed on the ERP system acts as a counterpart to the R/3 Adapter, supporting the data communication between the two systems. The data exchange normally includes an initial transfer of Customizing data, master data and transaction data to the CRM system, as well as a delta reconciliation of the master data and transaction data in both directions. SAP ECC 6.0 and later releases contain all interfaces that are required for technical integration with the other SAP components that were previously components of the SAP R/ 3 plug-ins. You can find more information about the SAP R/3 plug-ins on SAP Service Marketplace: http://service.sap.com/r3-plug-in. It is important to note that they are dependent on the ERP system.
The SAP CRM users work with the CRM WebClient UI which replaces the existing SAP GUI and People- Centric User Interface (PCUI).
The UI is the same for all applications and can be modified using standard functions. It is mainly based on Business Server Page (BSP) technology
The navigation is very easy and you can navigate through the page history step by step. You can also navigate to a previous page.
You need to save searches with a unique name so that existing searches are not overwritten.
Note 1038204 contains information about setting up the help center (user documentation).
You can personalize or customize your CRM Web Client UI. However, some system settings restrict the personalization options.
The Personalization is called using the same pushbutton whose appearance depends on the skin.
You can customize the number, appearance and order of assignment blocks in the same way as the search layout and results list.
As of SAP CRM 7.0, the SAP GUI interface should only be used for administrative purposes.
The SAP GUI is used frequently during this course because the aim is to make the participants familiar with the basic settings of SAP CRM. End users use only the CRM Web Client UI.
Note 1118231 provides further details about the interfaces that are supported in SAP CRM.
Customizing should be thought of as a parameterization rather than programming.
CRM application do not meet the customer’s requirements, it is possible to make program enhancements. This includes the implementation of Business Add-Ins (BAdIs). BAdIs are usually embedded in the Implementation Guide and are context specific.