FEATURES OF CRM:

Enables integrated industry-specific processes to support customer-facing

departments in marketing, sales, and service.
Provides a 360 degree view across all customer touch-points and interaction
channels, including the Internet, interaction centers, and channel partners, as
well as powerful analytics.
Easy to use
Simplified, personalized user interface
Microsoft Office integration
Usage of Adobe Interactive Forms
Interactive analytics capability
End-to-End
End-to-End Business processes
360 degrees customer view
Adaptable
Through customization (this equals parameterization)
Through customer specific extension or modifications
Collaborative
Industry specific processes
Multi-channel (Online- and offline-component, Web, phone
including call center functionality)
Integration with SAP back-end (SAP ERP)

ARCHITECTURAL CONCPT:
Sap crm :logical unit
Back end: sap r/3 , sap ecc, sap bw , sap netweaver portal
Interaction center:telephony , email
Field applications :mobile, handhelds
Explanation for this:
Interaction Center: The integrated Interaction Center enables customers to
use phone, fax, or e-mail to contact sales or service representatives.
Internet access: Users can configure and order products or services using the
Internet components of mySAP CRM.
Mobile clients and handheld devices: The mobile sales force or mobile service
engineers can connect to the SAP CRM system from their laptop computers or
other mobile terminals to exchange the latest information with the central
CRM server.
The mySAP CRM application offers you the following fully integrated
connections:
The SAP CRM System as a central CRM server with its application
components
SAP ERP Central Component as a back-end system with proven ERP functions

BI functions of SAP NetWeaver with comprehensive statistical and analysis

capabilities
The SAP system as a global Available-to-Promise (ATP) check and demand
planning solution
INTEGRATION WITH OTHER SYSTEMS:
The SAP NetWeaver Portal as a tool that provides you with integrated access
to all systems

Data is exchanged between the CRM system and a connected ERP

system (SAP R/3 Release 3.1I and higher) mainly by means of the CRM
middleware. 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 includes an initial
transfer of customizing data, master data and transaction data to the
CRM system, as well as delta data in both directions.

Master data in SAP CRM:

Master data
Organizational Data
Business Partner and Hierarchy
Product and Hierarchy
Partner product Range
Transactional Data in SAP CRM:
Transaction Data
Sales and Service Quotation /
Contract / Order/ Service
Confirmation
Activities
Marketing
Leads
Oppurtunities
Sales contract
Sales Order
Service Process
Service Confirmation
Service Contract
Complaints
Billing Document

Transaction
PPOSA_CRM/PPOMA_CRM
BP/BPH
COMMPR01/COMM_HIERARCHY
COMM_PPR
Transaction
CRMD_ORDER/CIC0

CRMD_BUS2000126
CRM_MKTPL
CRMD_BUS2000108
CRMD_BUS2000111
CRMD_BUS2000121
CRMD_BUS2000115
CRMD_BUS2000116
CRMD_BUS2000117
CRMD_BUS2000112
CRMD_BUS2000120

Organizational Data Objects and Feature

defines the companys functional organizational structure in CRM
Org objects can be linked to hierarchies to form functional relationships in
the organizational plan

Organizational data is comprised of 2 objects namely

Org Unit Forms the basis of org plan. Functional Unit of the
organization like Departments, groups, project teams
Positions Positions are concrete items in a company, which can be
occupied by holders (employees or users). The performer of the task
like Sales Manager
Feature of Organizational data
Flexible: can make your own units
Time dependent: maintain different organizational structures for
different time periods in parallel; that means you can plan changes in
future.
Adaptable and extendable: you can maintain and change the
organizational plan at any time without making changes in
Customizing
One structure for sales and service: This organizational unit can
be a sales organization and service organization at the same time.
Organizational units can take the role of a business partner
BP Category
Person:
Group: group of persons that share common interest eg: executive board ,
married couple
Organization: units such as a company, a division of a company, a club, or an
association.
BP Groupings and Roles

BP Groupings
Controls the number range.
Can be External or Internal
Configuration SAP IMG -> Cross Application Component -> SAP Business
Partner -> Business Partner -> Basic Settings -> Number Ranges and
Groupings
BP Roles

A role offers a particular view of the Business partner data

You can create more than one business partner role for one business partner;
general information, such as name, address, and bank details, must be
entered only once.
E.g.. Of roles could be Sold-to-party, payer, contact person etc.
Each partner role contains various data sets classified as:
General data : address, personal data, bank details etc
CRM-specific : data(sales, shipping, billing, classification etc
Relationships : is an employee of, is married to etc.