A Complete Overview of SAP CRM 7.0 Functional Features and Benefits
SAP CRM 7.0 Functional: A Comprehensive Guide
If you are looking for a powerful and versatile solution to manage your customer relationships, you might want to consider SAP CRM 7.0. SAP CRM is a software application that helps you to optimize your business processes, increase customer satisfaction, and boost your sales and revenue. In this article, we will provide you with a comprehensive guide on SAP CRM 7.0 functional, covering its features, benefits, installation, usage, customization, and enhancement.
SAP CRM 7.0 Functional ....pdf
What is SAP CRM?
SAP CRM stands for SAP Customer Relationship Management. It is a part of the SAP Business Suite, which is a set of integrated applications that cover various aspects of business operations, such as finance, logistics, human resources, and customer relationship management. SAP CRM is designed to help you manage your interactions with your customers across different channels and touchpoints, such as phone, email, web, social media, and mobile devices.
The benefits of SAP CRM
By using SAP CRM, you can enjoy the following benefits:
Improve your customer loyalty and retention by providing personalized and consistent experiences across all channels.
Increase your sales efficiency and effectiveness by automating and streamlining your sales processes, such as lead generation, opportunity management, quotation, order fulfillment, and invoicing.
Enhance your service quality and responsiveness by enabling faster and more accurate resolution of customer issues, complaints, and requests.
Gain deeper insights into your customer behavior, preferences, needs, and expectations by leveraging advanced analytics and reporting capabilities.
Reduce your operational costs and complexity by integrating your customer data and processes with other SAP applications, such as SAP ERP, SAP SCM, SAP BI, and SAP BW.
The main components of SAP CRM
SAP CRM consists of the following main components:
SAP CRM Server: This is the core component that provides the functionality and logic for the SAP CRM application. It includes the business objects, transactions, rules, workflows, services, and interfaces that support the customer relationship management processes.
SAP CRM WebClient UI: This is the web-based user interface that allows you to access the SAP CRM application from any browser. It provides a flexible and customizable interface that adapts to different business roles and scenarios.
SAP NetWeaver Portal: This is the portal platform that enables you to integrate the SAP CRM WebClient UI with other web applications and content sources. It provides a single point of access for your users and customers.
SAP NetWeaver Business Warehouse (SAP BW): This is the data warehouse that stores and consolidates the data from the SAP CRM Server and other sources. It provides the basis for the analytical and reporting capabilities of the SAP CRM application.
SAP NetWeaver Business Intelligence (SAP BI): This is the business intelligence tool that allows you to create and display reports, dashboards, charts, graphs, and key performance indicators (KPIs) based on the data from the SAP BW.
SAP NetWeaver Process Integration (SAP PI): This is the middleware that enables the communication and integration between the SAP CRM Server and other systems, such as SAP ERP, SAP SCM, third-party applications, and external data sources.
How to install and configure SAP CRM 7.0
If you want to install and configure SAP CRM 7.0, you need to follow these steps:
System requirements and prerequisites
Before you start the installation, you need to make sure that your system meets the minimum requirements and prerequisites for SAP CRM 7.0. These include:
Hardware requirements: You need to have a server with sufficient memory, disk space, CPU, and network capacity to run the SAP CRM Server and the SAP NetWeaver components. The exact requirements depend on the size and complexity of your system landscape and the expected workload.
Software requirements: You need to have a compatible operating system, database, and Java runtime environment for the SAP CRM Server and the SAP NetWeaver components. You also need to have a web browser that supports the SAP CRM WebClient UI.
Licenses: You need to have valid licenses for the SAP CRM Server and the SAP NetWeaver components. You can obtain these licenses from SAP or from an authorized partner.
Installation media: You need to have the installation media for the SAP CRM Server and the SAP NetWeaver components. You can download these media from the SAP Service Marketplace or order them from SAP or from an authorized partner.
Installation steps
After you have prepared your system, you can proceed with the installation steps. These include:
Install the SAP CRM Server: You need to run the installation program for the SAP CRM Server and follow the instructions on the screen. You need to specify the parameters for the database connection, the instance number, the system ID, and the passwords for the system users.
Install the SAP NetWeaver components: You need to run the installation programs for the SAP NetWeaver components that you want to use with your SAP CRM application, such as SAP BW, SAP BI, SAP PI, and SAP Portal. You need to follow the instructions on the screen and specify the parameters for the database connection, the instance number, the system ID, and the passwords for the system users.
Configure the integration: You need to configure the integration between the SAP CRM Server and the SAP NetWeaver components that you have installed. This includes setting up the RFC destinations, logical systems, business system groups, communication channels, and integration scenarios.
Post-installation tasks
After you have completed the installation, you need to perform some post-installation tasks to ensure that your SAP CRM application is ready for use. These include:
Apply patches and updates: You need to check if there are any patches or updates available for your SAP CRM Server and your SAP NetWeaver components. You can download these patches or updates from the SAP Service Marketplace or from an authorized partner. You need to apply these patches or updates according to the instructions provided by SAP or by an authorized partner.
Activate business functions: You need to activate the business functions that you want to use with your SAP CRM application. Business functions are sets of features and functionalities that are delivered by SAP but are not activated by default. You can activate these business functions using transaction SFW5 in your SAP CRM Server.
Set up master data: You need to set up the master data that you need for your customer relationship management processes, such as customers, products, prices, discounts, contracts, campaigns, leads, opportunities, quotations, orders, invoices, service requests, service orders, service confirmations, etc. You can set up this master data using transactions such as BP (Business Partner), COMMPR01 (Product Master), CRMD_ORDER (Transaction Processing), etc.
Assign business roles: You need to assign business roles to your users according to their responsibilities and tasks in your customer relationship management processes. Business roles are predefined sets of authorizations and user interface configurations that determine what a user can see and do in the SAP CRM WebClient UI. You can assign business roles using transaction PFCG in your SAP CRM Server.
How to use SAP CRM 7.0
If you want to use SAP CRM 7.0, you need to know how to access and navigate its user interface, how to work with its business roles and authorization concepts, and how to execute its business processes and scenarios.
The user interface and navigation
The main user interface for accessing and using SAP CRM 7.0 is the SAP CRM WebClient UI. The SAP CRM WebClient UI is a web-based interface that allows you to access roles and scenarios. The SAP CRM WebClient UI consists of the following elements:
Header: This is the top part of the screen that contains the logo, the system name, the user name, the log off button, the personalization button, the help button, and the search field.
Navigation bar: This is the left part of the screen that contains the navigation links to access different areas and functions of the SAP CRM application. The navigation bar can be collapsed or expanded by clicking on the arrow button.
Work area: This is the main part of the screen that displays the content and data related to the selected area or function. The work area can contain different types of views, such as overview pages, list pages, detail pages, search pages, etc.
Footer: This is the bottom part of the screen that contains the status bar and the message bar. The status bar shows information about the current system status, such as online or offline mode, connection status, etc. The message bar shows messages and notifications related to the user actions, such as errors, warnings, confirmations, etc.
To navigate in the SAP CRM WebClient UI, you can use the following methods:
Use the navigation bar: You can click on the navigation links in the navigation bar to access different areas and functions of the SAP CRM application. You can also use the drop-down menus and submenus to access more options and features.
Use the search field: You can enter a keyword or a phrase in the search field in the header to search for data or information in the SAP CRM application. You can also use advanced search criteria and filters to refine your search results.
Use the breadcrumbs: You can use the breadcrumbs in the work area to track your navigation history and to go back to a previous view or page.
Use the buttons and links: You can use the buttons and links in the work area to perform actions and tasks related to the selected area or function. For example, you can use the create, edit, delete, save, cancel, copy, etc. buttons to manipulate data or information. You can also use hyperlinks to navigate to related views or pages.
The business roles and authorization concepts
To use SAP CRM 7.0 effectively and securely, you need to understand its business roles and authorization concepts. These concepts determine what a user can see and do in the SAP CRM WebClient UI.
A business role is a predefined set of authorizations and user interface configurations that corresponds to a specific responsibility or task in a customer relationship management process. For example, a sales representative, a marketing manager, a service technician, etc. are examples of business roles. A business role defines what a user can access and perform in the SAP CRM WebClient UI, such as which navigation links are available, which views are displayed, which fields are editable, which actions are allowed, etc.
An authorization is a permission that grants a user access to a specific object or function in the SAP CRM application. For example, an authorization can grant a user access to a specific customer, product, transaction type, business partner role, etc. An authorization consists of an authorization object and an authorization field. An authorization object is a logical grouping of related authorizations, such as customer master data or transaction processing. An authorization field is a specific attribute or parameter that defines an authorization value or range, such as customer number or transaction status.
you need to use transaction PFCG in your SAP CRM Server. In transaction PFCG, you can create and maintain user roles that contain the business roles and authorizations that you want to assign to your users. You can also assign users to the user roles that you have created or maintained.
The business processes and scenarios
To use SAP CRM 7.0 effectively and efficiently, you need to know how to execute its business processes and scenarios. These are the workflows and procedures that support your customer relationship management activities, such as marketing, sales, service, and analytics.
A business process is a sequence of steps or tasks that are performed to achieve a specific goal or outcome in a customer relationship management activity. For example, a lead generation process, an opportunity management process, a quotation process, an order fulfillment process, a service request process, etc. are examples of business processes. A business process can involve different actors, such as customers, employees, partners, etc., and different systems, such as SAP CRM, SAP ERP, SAP SCM, etc.
A business scenario is a set of related business processes that are executed to support a specific customer relationship management activity. For example, a marketing campaign scenario, a sales cycle scenario, a service delivery scenario, etc. are examples of business scenarios. A business scenario can involve different business roles, such as marketing manager, sales representative, service technician, etc., and different business objects, such as customers, products, transactions, etc.
you need to use the SAP CRM WebClient UI to access and perform the relevant functions and transactions. You can also use the SAP CRM WebClient UI to monitor and control the progress and status of your business processes and scenarios. For example, you can use the following functions and transactions in the SAP CRM WebClient UI to execute some common business processes and scenarios:
Marketing
If you want to execute marketing processes and scenarios in SAP CRM 7.0, you can use the following functions and transactions:
Marketing Planning and Campaign Management: You can use this function to plan, create, execute, and monitor your marketing campaigns. You can define your marketing goals, strategies, budgets, segments, channels, activities, etc. You can also measure and analyze the effectiveness and efficiency of your marketing campaigns.
Lead Management: You can use this function to generate, qualify, distribute, and convert leads into opportunities. You can create leads from various sources, such as campaigns, web forms, trade shows, etc. You can also assign leads to sales representatives or partners based on predefined rules or criteria.
Loyalty Management: You can use this function to manage your loyalty programs and reward your loyal customers. You can define your loyalty program rules, tiers, points, rewards, etc. You can also enroll customers into your loyalty program and track their loyalty status and activities.
Sales
If you want to execute sales processes and scenarios in SAP CRM 7.0, you can use the following functions and transactions:
Opportunity Management: You can use this function to manage your sales opportunities and pipeline. You can create opportunities from leads or other sources. You can also update and monitor the status, progress, probability, value, etc. of your opportunities.
Quotation Management: You can use this function to create and manage your sales quotations. You can create quotations from opportunities or other sources. You can also update and monitor the status, validity, pricing, discounts, etc. of your quotations.
Order Management: You can use this function to create and manage your sales orders. You can create orders from quotations or other sources. You can also update and monitor the status, delivery date, billing date, etc. of your orders.
Invoicing Management: You can use this function to create and manage your sales invoices. You can create invoices from orders or other sources. You can also update and monitor the status, payment date, etc. of your invoices.
Service
you can use the following functions and transactions:
Service Request Management: You can use this function to create and manage your service requests. You can create service requests from various sources, such as phone calls, emails, web forms, etc. You can also update and monitor the status, priority, category, resolution, etc. of your service requests.
Service Order Management: You can use this function to create and manage your service orders. You can create service orders from service requests or other sources. You can also update and monitor the status, start date, end date, costs, revenues, etc. of your service orders.
Service Confirmation Management: You can use this function to create and manage your service confirmations. You can create service confirmations from service orders or other sources. You can also update and monitor the status, actual effort, actual materials, actual expenses, etc. of your service confirmations.
Service Contract Management: You can use this function to create and manage your service contracts. You can create service contracts from various sources, such as quotations, orders, etc. You can also update and monitor the status, validity, terms, conditions, pricing, etc. of your service contracts.
Analytics
you can use the following functions and transactions:
Report Management: You can use this function to create and display reports based on the data from the SAP CRM Server and the SAP BW. You can use predefined reports or create your own reports using the SAP BI tools. You can also filter, sort, group, drill down, etc. your report data.
Dashboard Management: You can use this function to create and display dashboards that show key performance indicators (KPIs), charts, graphs, etc. based on the data from the SAP CRM Server and the SAP BW. You can use predefined dashboards or create your own dashboards using the SAP BI tools. You can also interact with your dashboard data.
Alert Management: You can use this function to create and manage alerts that notify you of important events or situations in your customer relationship management processes. You can define alert rules, conditions, actions, recipients, etc. You can also view and respond to your alerts.
How to customize and enhance SAP CRM 7.0
If you want to customize and enhance SAP CRM 7.0 to suit your specific business needs and requirements, you need to know how to use its customization tools and techniques, how to leverage its enhancement options and frameworks, and how to follow its best practices and tips.
The customization tools and techniques
you can use the following tools and techniques:
Customizing: This is the process of adapting the standard settings and parameters of the SAP CRM application to your specific business needs and requirements. You can use transaction SPRO in your SAP CRM Server to access the customizing menu and perform various customizing tasks, such as defining organizational structures, maintaining master data, configuring business transactions, setting up pricing, etc.
Personalization: This is the process of adjusting the user interface and navigation settings of the SAP CRM WebClient UI to your personal preferences and needs. You can use the personalization button in the header to access the personalization menu and perform various personalization tasks, such as changing the theme, layout, font size, language, etc. of the SAP CRM WebClient UI.
UI Configuration: This is the process of modifying the user interface and navigation elements of the SAP CRM WebClient UI to