SAP CRM

Customer Relationship Management is
- a basic approach which makes the customer the focal point of the company and its business processes.
- a carefully thought out strategy and company philosophy combined with supportive technical tools and software, in order to identify possible customers, acquire customers and retain customers.

Business Architecture

- OLTP = On-line Transaction Processing
- BW = Business warehouse
- APO = Advanced Planner and Optimizer

System Architecture






















Security Architecture











Master Data
- Products are differentiated according to product categories
- Products catalogs are used in SAP internet sales.

Business Transactions
Activity
– An activity is a transaction type used to record information resulting from interaction between business partners, undertaken at any time during the customer relationship life cycle. (e.g. telephone call, customer visits)
– Activities can be planned, tracked, documented, or administered by user or user group.
– Activities can be created and changed in the calendar. The calendar can be synchronized with MS-Outlook.

Lead Management
–Lead generation
–Lead qualification
–Lead reporting

Opportunity Management
–Can serve as a central shell for the entire sales process
–To generate as many orders as possible
–To make sales process more transparent

Sales orders
–Product pricing and product configuration via the Internet Pricing and Configurator (IPC) is supported.
–Real-time Available-to-Promise (ATP) checks by using SAP Advanced Planner and Optimizer (APO) is possible.

Contracts
–To increase customer loyalty
–Sales contracts; Service contracts; Leasing contracts