一、CRM Overview
1.CRM的關(guān)鍵功能
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能夠在企業(yè)和客戶的溝通渠道中集成可擴(kuò)展的marketing,sales,service等核心功能.

2.mySAP CRM架構(gòu)

2.1 CRM提供了:
(1) SAP CRM系統(tǒng),CRM server
(2) SAP ERP Central Component,作為back-end系統(tǒng),提供ERP功能.
(3) SAP NetWeaver的BI功能,提供詳細(xì)的數(shù)據(jù)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所有系統(tǒng)的工具.

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

3.數(shù)據(jù)維護(hù)

二、 Business Partners
1.Business Partner Overview
1.1 Transfer Business Partner主數(shù)據(jù)到系統(tǒng)
(1) Internet Self-Registration:
一個消費者可以使用E-commerce功能自己注冊。在CRMEnterprise中會自動創(chuàng)建一個business partner.
(2) CRM Mobile Client:
一個消費代表可以通過field application(移動設(shè)備)來創(chuàng)建或修改businesspartner data.
(3) mySAP CRM Interaction Center:
一個agent可以通過IC WinClient或ICWebClient來創(chuàng)建或修改帳戶信息。這些數(shù)據(jù)會transferred到CRMEnterprise.
(4) Business Partner Processing in SAP CRM:
用戶可以使用一個transaction來直接創(chuàng)建或修改business partner.
(5) SAP NetWeaver BI(Leads):
這個可以讓你把列表導(dǎo)入SAP NetWeaver BI,然后使用segmentbuilder來transfer這些lists到CRM系統(tǒng).
(6) External List Management(Marketing):

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

1.2.2 Grouping
(1) 一個business partner必須assign到一個grouping
(2) grouping控制數(shù)量的范圍
(3) Internel and external number assignment is possible.
(4) grouping是完全定制的
(5) 可以為標(biāo)準(zhǔn)的grouping設(shè)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) 用來描述business partners之間的關(guān)系
(2) 用屬性表示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
當(dāng)你創(chuàng)建一個transaction時，不需要考慮你的organization data

example:
1.在Interaction Center中創(chuàng)建了一個activity(sales call)
2.比如，系統(tǒng)由此客戶的郵編自動決定由哪個地區(qū)的銷售office和哪個銷售人員來為負(fù)責(zé)此客戶.

1.Organizational Model

Organizational Objects
Organizational objects可分為兩種:Organizationunits和Positions.
Organizational Unit:
Organization plan的基本組成.公司的一個function unit.
取決于公司的組織,organizationunits可以由departments,groups或project teams組成.

Position:
Positions在organization中顯示了單位個體的功能任務(wù)以及它們的reportstructure.
Positions在一個公司中是具體的單位個體,可以由Holders(emplyees或users)占有,比如:歐洲區(qū)的salesmanager.

Funtions
一個organizational unit能夠被指定多個functions.
也就是某organizationalunit能夠在不同場合下使用，比如一個organizatinalunit能夠在銷售場景中作為sale organizatin,在服務(wù)場景中是serviceorganization.

Attributes
Attributes分為兩種:Organizational和General
Organizational attributes指明了一個organization unit的類型.
examples:
Sales organization, Sales office, Sales group, Serviceorganization.

General attributes定義了一個organization unit的職責(zé).
examples:
Country, Division, Distribution channel, Postal code.

P82/452
2.Determination of Oranizational Data in Transactions

總結(jié)

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