CRM 概要

一、CRM Overview
1.CRM的关键功能
mySAP CRM combines extensive functional capabilities in the coreareas of marketing, sales and service with award-winning analyticsthat are directly built in to the primary interaction channels usedby organizations when interacting with their customers.

mySAPCRM能够在企业和客户的沟通渠道中集成可扩展的marketing,sales,service等核心功能.

2.mySAP CRM架构

2.1 CRM提供了:
(1) SAP CRM系统,CRM server
(2) SAP ERP Central Component,作为back-end系统,提供ERP功能.
(3) SAP NetWeaver的BI功能,提供详细的数据分析能力.
(4) The SAP system as a global Available-to-Promise(ATP) check anddemand planning solution
(5) SAP NetWeaver Portal,提供access所有系统的工具.

2.2 SAP GUI里的Business Transactions结构:
(1) Locator
Worklist, Find, Calendar.
(2) Work Area
Toolbar, Header details, Item list, Item list.

3.数据维护

二、 Business Partners
1.Business Partner Overview
1.1 Transfer Business Partner主数据到系统
(1) Internet Self-Registration:
一个消费者可以使用E-commerce功能自己注册。在CRMEnterprise中会自动创建一个business partner.
(2) CRM Mobile Client:
一个消费代表可以通过field application(移动设备)来创建或修改businesspartner data.
(3) mySAP CRM Interaction Center:
一个agent可以通过IC WinClient或ICWebClient来创建或修改帐户信息。这些数据会transferred到CRMEnterprise.
(4) Business Partner Processing in SAP CRM:
用户可以使用一个transaction来直接创建或修改business partner.
(5) SAP NetWeaver BI(Leads):
这个可以让你把列表导入SAP NetWeaver BI,然后使用segmentbuilder来transfer这些lists到CRM系统.
(6) External List Management(Marketing):

1.2 SAP business partner
1.2.1
(1) Neural
(2) Persons, organizations,groups
(3) Cross-application
Notice:
CRM系统中的business partner model和ERPbackend系统中的customer不同

1.2.2 Grouping
(1) 一个business partner必须assign到一个grouping
(2) grouping控制数量的范围
(3) Internel and external number assignment is possible.
(4) grouping是完全定制的
(5) 可以为标准的grouping设置

1.2.3
Path in Customizing:
SAP Implementation Guide -> Cross-Application Components ->SAP Business Partner ->
Business Partner -> Basic Setting -> Number Ranges andGroupings

1.2.4 Business Address Services(BAS)
(1) 用来描述business partners之间的关系
(2) 用属性表示relationships
(3) 有些relationships是time-dependent

1.2.5 Business partner relationship

2.Business Partner Modeling Elements

3.Data Exchange with the ERP Backend System(ECC; R/3)

4.Customizing and Extensibility

三、Organizational Management
当你创建一个transaction时，不需要考虑你的organization data

example:
1.在Interaction Center中创建了一个activity(sales call)
2.比如，系统由此客户的邮编自动决定由哪个地区的销售office和哪个销售人员来为负责此客户.

1.Organizational Model

Organizational Objects
Organizational objects可分为两种:Organizationunits和Positions.
Organizational Unit:
Organization plan的基本组成.公司的一个function unit.
取决于公司的组织,organizationunits可以由departments,groups或project teams组成.

Position:
Positions在organization中显示了单位个体的功能任务以及它们的reportstructure.
Positions在一个公司中是具体的单位个体,可以由Holders(emplyees或users)占有,比如:欧洲区的salesmanager.

Funtions
一个organizational unit能够被指定多个functions.
也就是某organizationalunit能够在不同场合下使用，比如一个organizatinalunit能够在销售场景中作为sale organizatin,在服务场景中是serviceorganization.

Attributes
Attributes分为两种:Organizational和General
Organizational attributes指明了一个organization unit的类型.
examples:
Sales organization, Sales office, Sales group, Serviceorganization.

General attributes定义了一个organization unit的职责.
examples:
Country, Division, Distribution channel, Postal code.

P82/452
2.Determination of Oranizational Data in Transactions