SAP CRM Online Training | SAP CRM Business Transaction Process

What is business transaction?

SAP CRM - Business Transactions. By using business transactions in CRM, the basic functions can be easily processed. The transaction type defines the attribute of business transactions, whether it is a service order, sales order, service ticket, etc. or how the transaction is processed. Learn more from SAP CRM training by SAP Trainings Online

• For various processes of a company, business transaction provides business structure and the functions that can be used. Thus a business transaction in SAP CRM represents business interaction of your organization with various business partners.
• It enables to use the same interface and processing concepts across the business processes
• It is possible to use various components of the business transactions repeatedly
• Within one transaction items can be entered from different business contexts
• Independent of the Business transaction type, the look and feel of different business transactions in SAP CRM is always similar

Structure of transactions

Any company specific business processes can be flexibly controlled and managed with the Business Transactions in SAP CRM.

SPRO path -> Customer Relationship Management -> Transactions -> Basic Settings

SPRO path for Business Transaction configuration

A business transaction in SAP CRM consists of a leading business transaction category.

Structure of CRM business transaction depends up on leading business transaction category.

Header (General) and Item Data representation in a Business Transaction

Types of Transaction item categories

By definition, Transaction types define the characteristics and attributes of a business transaction. Whether it is a sales order transaction, service order or sales call, it determines how the transaction will be processed. Transaction types can be explained by following picture.

In SAP CRM, all the business transaction processing is controlled by the transaction types. Some basic function of the transaction types are shown in the figure above. Some important Transaction types used in SAP CRM are:

• Lead
• Appointment
• Quotation
• Sales order
• Service order

Prerequisites for transaction types:

If you want to define a transaction type, you must first have some prerequisites profile that is to be used in the transaction types. Some of them are

• Tax determination
• Partner determination procedure
• Date profile
• Organizational data profile
• Status profile

A transaction type defines:

• Attributes
• Characteristics
• Controlling attributes

In SAP CRM business transaction processing is controlled by a transaction type

The leading business transaction category in an transaction type controls:

• Specific settings that can be applied on a lower level
• Other business transactions categories to which it could be assigned
• Detailed control of the transaction
• The properties and attributes of a business transaction item are specified by an item category.
• Item category controls how the item is processed.
• First an item category needs to be assigned to an item object type that defines the business context in which an item category is used.
• Similar to transaction types, an item category can be assigned to one or more business transaction categories.
• Specific settings applied to item categories on a lower level depend upon the leading item category (object type).
• In SAP CRM, for processing business transactions, default item categories need to be defined per business transaction category, and item category group
• Also, it is possible to define alternative item categories which can be entered manually for system default.

Item Category determination depends upon:-

• Transaction type
• Item category group: Item category group is a field in the product master.
• Item category usage: Item category usage comes from the programming language.
• Main item category

Copy Transaction or Follow-up Transaction:

• A follow-up transaction represents the next business transaction in the current business process, For example, from a released Sales Contract, Sales Orders can be created. Learn from SAP SD training by experts.
• Thus in this case, Sales Order is viewed as a follow-up document for the Sales Contract
• Also, a business transaction can be copied to create another transaction of same business transaction type, For example, a sales order can be copied to create another sales order.
• From an existing business transaction it is possible to create a copy or to create a follow up transaction.

In case, a business transaction is copied:

• Transaction type is same
• Header and item data is copied
• Transaction history is not updated
• No relation to the source transaction is maintained

Basis Functions in Business Transactions:

Basic functions in business transactions

• Text determination
• Date management
• Status management
• Incompleteness check
• Partner processing
• Action processing
• Pricing

Activity Management

• Activity management is an example of the business transactions in the SAP CRM.
• An activity represents an activity performed by an employee in the organization
• It also covers the scenario where there is an interaction of the employee with a particular business partner involved in the business transaction.
• Activities can be linked as follow-up documents to various business transactions like Sales Order, Service Order, etc., provided as part of difference CRM modules like Sales, Marketing and Services.

Technically:

• Information about interaction with the business partner on a particular date is contained by a Business Activity.
• Information about activities that one or more employee has to complete by a particular date is contained by a Task.
• SAP CRM provides different type of activities to cover different channels of communication with the business partners involved in the business transactions

Learn more about CRM and get expertise skills in CRM module. SAP Trainings Online, is a unique SAP training resource. This course is a very specifically designed to provide a training of SAP CRM Certification. The course curriculum meets all the demands and need for this certification. This course covers an Overview of SAP CRM Ecosystem, Business Partners and Account Management, Organization Management, Product Master, Transaction Processing, Activity Management, Partner Processing, CRM Actions and Middleware. The course further includes Demonstration of Web User Interface (SAP WEB UI).

Interested candidates register for free live demo through: www.saptrainingsonline.com/student-registration

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Free SAP CRM Tutorials | What is Customer relationship Management | Learn SAP CRM

What is SAP CRM?

SAP CRM stands for customer relationship management. SAP CRM module is one of the best tool provided by SAP and supports customer related processes end to end. The main concept of SAP CRM is managing and maintaining relationship with customers by firms. It deals with acquisition of customers and to its final termination. Learn CRM from SAP CRM training by SAP Trainings Online

SAP CRM enable firm to obtain 360 degree over their customers and various functions such as accounts receivable, invoicing, fulfillment, delivery, decision making, and various functions.

SAP CRM module is integrated with other SAP modules such as SCM (supply chain management,), PLM (Product Lifecycle Management, learn from SAP PLM training), and SRM (Supplier Relationship Management) and with various modules.

Why CRM

• To have good relationship with customers and attract new customers
• Effective communication with customers
• To increase the sales and maximize the profits
• Analyzing customers, vendors and partners

Goals of CRM:

• Providing better and best customer service
• Selling products effectively
• Discovering new customers and maintaining relation with existing customers

Versions of SAP CRM

SAP CRM7.0

SAP CRM6.0

SAP CRM5.0

ERP With SAP CRM

SAP CRM is one of the important tool in SAP ERP functionality. CRM enables the firms to know about their customers and maximize profits and expand the revenue. It enables trade promotional management to improve visibility and control in to the trade promotion process.

SAP CRM solution:

SAP CRM solution contains various modules with various functions areas,

SAP CRM marketing

Sales and services

Mobility solutions

Web client

Trade management

Analytics

E-commerce

SAP IPC, SAP mobile client and server.

SAP CRM key features:

Advantages of SAP CRM:

The advantages of customer relationship management system extend beyond running a business and its closely related relationships. Ideally, a CRM system should help your business improve the relationship with existing customers, find new customers and win back former customers. This system is integrated into a software system that facilitates collection, organization and management of the customer’s information. A CRM system can be beneficial to both small and large scale businesses as long as it is implemented appropriately. This guide outlines the major advantages of customer relationship management to expect upon installation of the software.

• Increases customer satisfaction and attract new customers
• Growth in number of customers in a high competition business world It reduces cost and maximizes profits.
• Boosts employee productivity and moral

Learn more from CRM by getting trained at SAP Trainings Online, which is a unique SAP training resource. This course is a very specifically designed to provide a training of SAP CRM Certification. The course curriculum meets all the demands and need for this certification. This course covers an Overview of SAP CRM Ecosystem, Business Partners and Account Management, Organization Management, Product Master, Transaction Processing, Activity Management, Partner Processing, CRM Actions and Middleware. The course further includes Demonstration of Web User Interface (SAP WEB UI).

Click Here for free live demo on SAP CRM

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SAP CRM Certification | SAP CRM – More Efficient Way to Manage Customer Relations

SAP CRM improves understanding in critical parts of the business by giving 360 degrees view on the customer. By enhancing communication and collaboration between clients and employees, significantly greater levels of customer satisfaction are achievable. SAP CRM training by SAP Trainings Online guides in way to meet all industry requirements.

SAP CRM will provide employees and partners with the knowledge and tools to deliver a customer experience that will make organization to standout from the crowd. Using SAP CRM employees have access to information that will help them answer enquiries and solve problems in a customer centric manner quickly and efficiently. Entities will learn how to improve the customer experience at all touch points. Using SAP CRM help employees improve client loyalty through delivering service excellence.

Why should we care about SAP CRM?

CRM does matter to your business. Think of all of the best interactions you have ever had with a company, any company. This might have been when you purchased a product or service for the first time, or perhaps when you returned to the same business as a repeat customer, or even contacted company about a problem with a previous purchase.

All of the best customer service experiences include a few common factors: personalization of the experience, knowledgeable employees who understand your situation, and a system that allows the business to respond to your needs in a timely manner.

Reasons why we need CRM

Customer relationship management (CRM) is one of the largest developing software on the business market today. CRM system helps in collecting, organizing, and managing the customer information. Implementing CRM is very much advantageous for both small-scale and large-scale business. It helps you to build a deeper understanding of every client and respond to their unique needs within CRM software that can be accessed anywhere, anytime via desktop, mobile and tablet. There are many reasons why a business needs a SAP CRM system and the list below highlights the most important reasons that are suitable for all businesses. 

CRM helps to grow business: CRM is a way that uses technologies to manage and analyze your customer interactions throughout the customer relationship lifecycle. It cannot be used only to store your company and client logs, it can also tailor your company products and services to effectively suit the demands of the market it delivers. CRM scales with your business; it can handle larger data and more clients as you expand your service/sales operation (sales operation can also performed by using SD module integrated with SAP by SAP SD training). The main aspects of growing business are tracking numerous interactions between your company and your clients by using CRM system. The right CRM helps you build and scale your business with best relationships with customers.

You do not have one system for keeping track of the current statuses of clients: Did that last order get shipped out to your client who said they must have it by Tuesday? Which clients are due for a quick checkup to see if they need to reorder? How many current claims are open for returns or refunds on items? If you do not have a centralized system that all relevant employees can easily access (or worse, if this system is still paper-based), then it is time to look into a CRM software to manage the day-to-day statuses, allowing you to focus on building those customer relationships and growing your business.

Records are not accessible or sharable in one place: Using your email inbox might seem like a great way to organize all this information. But syncing all this information across multiple devices and sharing your inbox with multiple employees who might need this information is not always a great idea. With CRM software, especially cloud-based software, your records are accessible anywhere by the people who need to use them. Changes one employee makes are reflected everywhere, allowing you to always have the most up-to-date information.

Improved customer experience: CRM helps to improve Customer Experience by interacting with a customer provide a better customer service by having all aspects of the account in one place. It helps businesses to engage with their customers anywhere, anytime, and from any device. It allows tracking and managing customer contact information, correspondence, documents, conversations, and billing information. The CRM system enables you to use new metrics to collect data in detail based on actual records of customer interactions. You can use CRM to store personal information and details of your customers in your database, it helps to send regular updates about your business and organization to them. This makes them feel valued and make them prefer your organization the next time when they want to do business.

Increased Productivity: CRM boosts business productivity with the automation process and it works on the background of business to fulfill needs. Searching for a customer details or checking meeting details of new customer takes a lot of time, CRM handles all the details so all you have to do is talk with your client. Integrating your project with CRM allows you to provide greater clearance of projects and tasks for your customers. You can immediately share progress and work to be completed before deadlines with the details stored using CRM.

Increase new sales: CRM has automation techniques that enable organizations to automate their complete sales process. This helps to make accurate sales reports and monitor the progress of the sales with their day to day productivity. Generating and managing new sales leads are important and this can be achieved through CRM. It helps to consolidate all ongoing opportunities into a single view thereby improving productivity. CRM improve sales and all your work-related activities can be accessed from different locations on multiple devices.

Track your tasks and events: In order to track your customer details, CRM is the best solution for tracking and monitoring details on a daily basis. A CRM not only track of every task and event but also create leads for your organization. It has a calendar system that allows you to see all task and events and also shows an overview of upcoming tasks. It also helps you to reduce human errors thereby assure that your business runs smoothly and more efficiently.

Take the advantage of SAP CRM training by registering with us enroll today to enter into the world of SAP and make your career worth with our certification training and get the chances of getting hired by standing unique among many.

SAP Trainings Online is delighted to be one of the best leading SAP training with best experienced professionals and skilled resources We have been offering courses to beginners, consultants and companies so that they can meet all the challenges in their respective technologies.

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Learn SAP CRM Online : How Does SAP CRM Application Works and its benefits ?

Overview

CRM software allows a business to manage all the organizations interactions with customers and potential customers. The CRM typically involves a marketing automation platform, sales tracking software and contact management for customer service/technical support. A CRM is a very useful and powerful tool that should be utilized to improve business in almost all levels. Learn more about CRM and its offerings from SAP CRM training by SAP Trainings Online.

Customer Relationship Management is the method of managing the customer relationship between the company and the clients by doing the following terms like meetings, appointments, phone numbers, call log, addresses, etc., CRM stores private information of the sales, leads for the customers.

How SAP CRM WORKS?

A successful CRM works by allowing you to enter your contacts quickly from any device and anywhere in the world. Once the contact is entered into your online CRM software, you can create tasks and reminders to follow-up with them on a regular basis. After you speak to them, you can log the phone call and write notes about what was discussed. When it comes time to discussing the price, you can send an estimate and then an invoice if it’s been approved. The customer will receive an email with a link to pay you directly by credit card. After you’ve been paid, you can increase your revenue by sending automatic email campaigns to increase the percentage of return customers. Easy, simple, and fast the Panther way!

ROI of CRM

A huge advantage CRM does for you is it gives you Return on Investment (ROI). Of course, ROI is not everything but it is definitely a huge statistic to keep in mind. A multipurpose CRM offers various options to utilize and will allow you to eliminate the need for multiple applications.

CRM creates a unique consumer experience and enables to address various business processes in order to improve wide range of sales, services and marketing situations. SAP SD is the module which is into complete sales process. Learn SAP SD training by unique training platform with 12+ years of experienced faculty.

Sales force automation service

Core of this software is prospect relationship management (PRM) solutions which often cut out the active sales process altogether by offering to track customer behavior and nurture them from first contact to sales, this software can track the web activity and help to develop better relationship with client and close more sales.

Sales force automation software track the calls made to the prospect and the response is recorded for future use. SFA also offers a feature called contact management system for tracking and recording every stage in the sales process for each prospective client, from initial contact to final disposition, and hence reduce the number of sales people required in handling a customer.

Invoicing and billing software system

Whether the customer buys online or offline, billing and invoicing is very important step in sales process both for customer and buyer. This system helps to maintain accounts and balance sheets in a good shape.

And features includes various options like custom invoices which can be schedule based on billing cycle of clients, uses product database while creating bills and shows you the stock remaining. This also keeps track of pending and overdue invoices and alert you accordingly. You can add various tax rules that applies to your specific business and location and will be added to all invoices. Various discounts offered can be added on each item and the total bill and calculates are automatically done by software. This software records method of payment date and time of each customer.

Customer service and support

This is very important step in maintaining healthy relationship with the old customers by giving the support for the product/service you sold them and motivate repurchases. Many a times people reject a product based on bad customer support.

Example of this is automated caller service which redirects you the expert who will be able to do best solve the problem. The software keeps track of problem raised and solution provided and has feature to escalate it to the senior management in case of unresolved issues. This software can also help in rewarding loyal customers by loyality program and redemption points.

Uses of CRM

Enterprises use CRM to collect and manage data regarding their customers.

Using a CRM, the business may apply such data to:

• Target specific marketing campaigns to specific customers based on their preference.
• View and manage contact information to serve prospects and customers better.
• Offer services such as product tracking and real time quotes.
• Follow up or respond through email, social media, telephone or any other media.
• Manage tasks related to customers, such as generating invoices, sending reminder emails and more.
• Track performance of sales and marketing executives vis a vis their customers.
• Process all data and information related to the customer as analytics, to gain real-time visibility.

About SAP CRM Training

SAP Trainings Online gives you the SAP training in all modules and offers more than just going through of the curriculum. Our content covers all the major areas that are necessary for understanding SAP CRM and also focus on practical oriented real time based implementation. In this course one will come to have idea of how to handle large volumes of data when it comes to customer management and leads to an understanding of how to manage customer relations from a back end point of view.

Want a demo on SAP CRM enroll with us for free live demo at: www.saptrainingsonline.com/student-registration

For more details visit: www.saptrainingsonline.com

Email: contact@saptrainingsonline.com

Contact: India +91 9052775398 USA +13152825809

SAP CRM Training | What is Sales Force CRM and how it is Beneficial

What is Sales force CRM?

Sales force began with the creative power of reinventing Customer Relationship Management (CRM).To grow your business revenue, all you need is Sales force Customer Relationship Management. Sales force applications are run on the power of the cloud so users can access its full functionality without high maintenance and setup costs. It provides customers the ability to track and monitor their routine task, events and automate their work process, you can also work from any device at any location without any disruption.

SAP CRM also serves customer service and support divisions--making businesses efficient and improving customer satisfaction. In any business, the bottom-line of CRM work flow is to:

• Initiate Marketing 
• Process Sales
• Schedule orders and 
• Provide Support

A CRM system is a business tool that allows you to manage all your customers, partners and prospects information all in one place. The Sales force is a secure cloud based CRM system that can help every part of business.  (Learn more about CRM system from SAP CRM training by SAP Trainings Online).

• For example it helps:
• Sales teams close deals faster
• Marketing mange campaigns track lead generation
• Service call centers reduce the time t resolve customer complaints

Sales force is customer focused

Sales force CRM applications are built on the power of Sales force Platform, so you can run your business on any device, easily build new customer applications or integrate with existing back office systems. You’ll be up and running in 30 days with the world's most proven and loved customer relationship management solution. With our pay-as-you-go model, the price of success is dramatically lower.

Sales force delivers reliable data, protection and security so that important data will not be lost. Using this CRM no need to get involved with coding rather it is designed to reduce customer difficulty. It is not only for Sales and Marketing but also enables you to manage all customer interactions, designed to help your organization/business can grow and succeed in the digital world.

It has several portals for businesses to improve customer satisfaction which helps customers to search and find their content they need. Self-service is the first portal of Sales force allows customers to check their purchasing, the status of orders, cancel facilities without contacting the support person, you can do it by yourself and this promotes customer satisfaction.

Customer Portal allows customers to manage and access their data within custom objects; it also provides an online support channel for customers to resolve their issues without contacting customer service. Partner Portal helps their partners sign in to Sales force account through a separate website, the users can only see and manage the data if they have proper user access/permissions. Partner Portal gave access to external businesses to your Sales force database which helps to get more leads and business opportunities.

It has a wide range of CRM categories include Sales Cloud, App Cloud, Marketing Cloud, Community Cloud, Service Cloud, Analytics Cloud, Data Cloud and IOT that meet your business needs and goal.

SAP Trainings Online provides best SAP CRM training with our training learners can become expert in concepts like Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

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Learn SAP CRM Online | Overview of SAP CRM Application Working

How Does CRM Application Works

Overview

The SAP CRM application is an integrated customer relationship management (Learn SAP CRM training) software manufactured by SAP SE that targets business software requirements of midsize and large organizations in all industries and sectors.

Customer Relationship Management is the method of managing the customer relationship between the company and the clients by doing the following terms like meetings, appointments, phone numbers, call log, addresses, etc., CRM stores private information of the sales, leads for the customers.

Essentially, CRM works by collecting leads or consumer information, analyzing the collected information to understand customer or market requirements and adjusting marketing campaigns accordingly to increase sales.

CRM also serves customer service and support divisions--making businesses efficient and improving customer satisfaction.

In any business, the bottom-line of CRM work flow is to:

• Initiate Marketing
• Process Sales
• Schedule Orders and
• Provide Support

How does CRM software works?

Take every business, they need profit in their sales. Some of the business gets a failure in their sales. Why is it causing? It is causing because lack of maintaining the customers and sales.

Do you know how CRM application works? At first, know the customer’s needs; contact the people who need your product. Yet, as your business grows, these business connections grow more sophisticated. It just not a transaction between the seller and buyer.Sales Force is the best suitable CRM for large established businesses and Zoho is the best CRM for growing or small-scale businesses.

You start to manage many connections, across time. You need to share data with teams in your own organization who are making contact with the same clients. A CRM system can serve an important role to manage the infinite connections to improve the business. How do you manage the many data coming in from sales, service and marketing audit into actionable organization information?

A CRM application can give the success to everyone across the business, including sales, marketing, customer service, development for business, manage the relationship and communication. We can easily access and visible the customer data such as meetings, appointments, phone numbers, call log, addresses, sales opportunities, service issues.

A CRM system can give the clear overview of your customers.

CRM is easy to use, customer friendly dashboard; you see everything of the customer in one place.

Learn SAP CRM from world’s biggest unique SAP training resource SAP Trainings Online by 12+ years of experienced faculty.

SAP Trainings Online provides best SAP CRM training with our training learners can become expert in concepts like Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

Want a free demo on SAP CRM Click Here to register for live video class

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SAP CRM Online Training: Why SAP CRM is Important? Benefits of SAP CRM

SAP CRM is a customer relationship and engagement platform built to greatly enhance your engagement capabilities and enable you to provide smooth and personalized customer experiences at every opportunity and across multiple channels.

SAP CRM brings to the table a set of advanced capabilities on top of core sales force automation that offer far beyond what traditional CRM features can provide. With SAP CRM, you are able to uncover insights that will give your sales teams the edge they need to sell smarter and improve their performance. SAP CRM makes it easy for businesses to simplify their sales processes with better customer engagement, accurate forecasting, and real-time pipeline management. Learn SAP CRM training by experts from SAP Trainings Online with experienced faculty.

Why is it important to have SAP CRM?

Customer Relationship Management is an essential application in maintaining, connecting the vendors and the customers. The connections are developed, it is very easy for any organization to recognize the actual needs of the customer and help them in a genuine way. The implementation of the CRM can give the fruitful result to your business.

Following are the key points to have CRM:

• A CRM system consists of history and analysis of all the existing customers. This eases up searching and connecting customers and to predict customer needs efficiently and increase business.
• CRM contains all the details of a customer such as a name, address, contact details, order history, email-id and so on. So it is very easy to track a customer and can be used to define which customer can be beneficial or not.
• In CRM, customers are classified according to various aspects based on the business they perform or according to the location and allotted to different customer managers. This helps in converging and focusing on each and every customer independently.
• A CRM is not dealing with the existing customers but is also useful in obtaining new customers. The method begins with knowing a customer and managing all the similar details into the CRM system. The Sales agent try to get business out of these customers by following up with them and changing them into a leading deal. Which is very easily and efficiently achieved by an integrated CRM system.
• The Customer Relationship Management features are affordable. All the data in CRM system are saved centralized which is accessible anytime on fingertips. This lessens the process time and enhances productivity.
• Effective dealing with all the clients and implementing them what they actually need improvements the customer satisfaction. This improves the chance of getting more contracts which eventually enhance income and profit.
• If the customer is happy they will always trust and will continue in business always resulting in expanding customer support and eventually improving the growth of the business

Benefits of SAP CRM

Customer relationship management (SAP CRM) offers deep analysis and insight to anticipate consumer needs and requirements and create profitable, lasting customer relationship. SAP CRM plays an essential role in determining the success of business.

Flexibility: CRM creates a unique consumer experience and enables to address various business processes in order to improve wide range of sales, services and marketing situations. SAP SD is the module which is into complete sales process. Learn SAP SD training by unique training platform with 12+ years of experienced faculty. It is a great way to retain loyal customers and attract potential customers as well.

Improves customer interaction: Implementing SAP CRM software also improves consistency and allows relevant interaction between you and consumers. It enables companies to improve their interaction with consumers and ensure each interaction remains relevant and consistent, with up to date data about the context, history, profitability, and value of each client.

Loyalty and profitability: If you wish to build a profitable and loyal relationship with consumers, it is important to understand their needs. Implementing SAP CRM software is a sure way of interacting with every customer in a personal level. While there is an influx of consumer related software, none can help you improve customer loyalty, profitability, and value like SAP CRM.

Easy to use: Another benefit to implementing this software in your company is its ease of use. You can use it right away since it has interactive web features. With the features provided, improving sales effectiveness and efficiency is only a matter of time, not to mention that you will enjoy superior service and consumer loyalty.

Implementing SAP CRM software in your business is costly since you have to train your staff how to use the tools to improve sale efficiency.

SAP Trainings Online gives you the SAP training in all modules and offers more than just going through of the curriculum. Our content covers all the major areas that are necessary for understanding SAP CRM and also focus on practical oriented real time based implementation. In this course one will come to have idea of how to handle large volumes of data when it comes to customer management and leads to an understanding of how to manage customer relations from a back end point of view.

Want a demo on SAP CRM enroll with us for free live demo at: www.saptrainingsonline.com/student-registration

For more details visit: www.saptrainingsonline.com

Email: contact@saptrainingsonline.com

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An Introduction to Different Types of CRM Systems | SAP CRM e-learning

CRM is software that helps businesses automate repetitive processes for efficiency, track customer data, and boost customer satisfaction. In the past, global marketers have shifted from sellers to customers. Today, customers are more powerful than sellers, if we consider the driving factors of market. We have different types of CRM according to the changes in customer portfolios, speed of business operations, requirement of handling large data, and the need of sharing information, resources, and efforts jointly.

CRM systems are divided based on their prominent characteristics. There are four basic types of CRM systems: (Learn more from SAP CRM training by experts).

• Strategic CRM
• Operational CRM
• Analytical CRM
• Collaborative CRM
  

Strategic CRM

Strategic CRM is a type of CRM in which the business puts the customers first. It collects, segregates, and applies information about customers and market trends to come up with better value proposition for the customer.

The business considers the customers’ voice important for its survival. In contrast to Product-Centric CRM (where the business assumes customer requirements and focuses on developing the product that may sometimes lead to over-engineering), here the business constantly keeps learning about the customer requirements and adapting to them.

These businesses know the buying behavior of the customer that happy customers buy more frequently than rest of the customers. If any business is not considering this type of CRM, then it risks losing the market share to those businesses, which excel at strategic CRM.

Operational CRM

Operational CRM centralizes the business process, includes Sales, Marketing and Service automation. The main objective of this kind of CRM is to generate leads, change them into contacts, hold all required details and offer service throughout the life cycle.

Salesforce is the best suitable CRM for large established businesses and Zoho is the best CRM for growing or small-scale businesses

Collaborative CRM

Collaborative CRM is otherwise called as Strategic CRM, which enables an organization to distribute customer data among various business units like the sales team, finance team, marketing team, service team and support team. The purpose of collaboration is to uplift the quality of service and customer satisfaction.

Collaborative CRM benefits are as follows:

• Recognizes customer service payment reduction opportunities.
• Combines data to create an improved customer service overview
• Promotes customer channel communication

Collaborative CRM enables smooth communication and transactions among businesses. Though traditional ways such as air mail, telephone, and fax are used in communication, collaborative CRM employs new communication systems such as chat rooms, web forums, Voice over Internet Protocol (VoIP), and Electronic Data Interchange (EDI).

There are collaborative CRMs with in-built Partner Relationship Management (PRM) software application which helps in managing partner promotions. SugarCRM is a popular collaborative CRM. It enables expert collaboration and provides state-of-the-art social capabilities.

Analytical CRM

Analytical CRM helps management, marketing, sales and support organization to determine the desirable way to serve their customers. Data analysis is the major function of this type of SAP CRM applications. It examines customer information, coming from various touch points, to get valid insights about the current status of an organization. It helps management to take the honorable decision, marketing executives to know the campaign effectiveness, sales administrators to increase sales and support organization to improve quality of support and build the strong customer relationship.

Analytical CRM can set different selling approaches to different customer segments. In addition, different content and styling can be offered to different customer segments. For the customers, analytical CRM gives customized and timely solutions to the problems. For the business, it gives more prospects for sales, and customer acquisition and retention.

Learn SAP CRM

SAP Trainings Online provides best SAP training with our training learners can become expert in CRM concepts like Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

Interested to take SAP CRM demo CLICK HERE for free live demo

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SAP CRM interview questions and Answers | SAP Trainings Online

If you’re looking for SAP CRM Interview Questions, you are at right place. There are lot of opportunities from many reputed companies in the world. According to research SAP CRM has increasing market share. So, you still have opportunity to move ahead in your career in SAP CRM. SAP Trainings Online offers SAP CRM training interview questions.

1.What are different partner function in SAP CRM?

As the name indicates partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like:

• Sold to party
• Ship to party
• Bill to party
• Payer

2.What is Activity management feature in CRM?

Activity management in CRM is used to administer the activities assigned to employees in an organization. Data in an activity is important source of information for all the employees that are relevant for that information.

Activities in CRM are used to record sales activities. Common activities are email or a telephone call or a customer visit or a follow up call, request to set the status to complete etc. in CRM lifecycle. Appointments, interactions logs can be marked as private. You can also create activities as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts.

Activity management can be performed at any time during CRM life cycle. When a customer contract is about to expire, you can make a telephone call to customer (activity) as a follow up document to remind the employee to make follow up call to customer and to check if he is willing to renew the contract.

3.Mention how CRM assign the business roles?

To assign business roles, SAP CRM uses two basic ways

• Indirect assignment of business roles PPOMA_CRM
• Directly through security roles assigned to user masters in SU01

4.Explain what are adapters?

A CRM middleware is used for the exchange of data between the CRM system and connected ERP system. It is also used to assign data and convert it into various formats and to connect with external systems.

5.What is an Opportunity?

An Opportunity is defined as sales prospect, requested service or product, sales volume and a sales probability. Opportunity can be a possibility of sales of service or product and can result from a bid invitation, sales deal or from a trade fair.

6.What is Opportunity Management in CRM..?

Opportunity management is one of the integral part of CRM module and allows you to control sales process.

Opportunity management in Sales should be used in following scenarios:

• When Sales cycle in an organization spans for a longer time period.
• Many Sales representatives work in an organization.
• Large sales order vales and they are distributed.

7.How CRM can handle e-mails from customers?

SAP CRM provides workflow enabled email processing capabilities. It can retrieve e-mails sent from your customers, route e-mails automatically to appropriate users based on workflow rules, manage multiple attachments in emails, send automatic replies to your customer and so on.

8.What is the difference between CRM and ERP?

CRM combines sales, contact, marketing, management and customer support. ERP stands for Enterprise Resource Planning; it standardizes and streamline business processes across services, sales, finance, HR management, etc.

9.What is Opportunity hierarchy? Where do we use this?

When your sales project is split into multiple sub projects and you want to keep track of all the sub projects and to link them to sales project, you can use complex hierarchies. You can connect different opportunities to each other and this allows you to connect sales projects and sub projects with each other.

• Opportunities hierarchies can be used in following scenarios:
• To link an opportunity to sales project
• To link a sub opportunity to a product
• Combine several sales project connected with each other
• Structure sales project consists of several sub projects

10.What is a Lead in SAP CRM?

A lead can be defined as first stage of sales process. It represents a person who has shown interest in buying a service or a product. A Lead can be generated from marketing lead generation processes like trade fairs, advertisement, direct marketing or can be from sales person activities like calling or an email.

11.Explain what is IPC?

IPC stands for “Internet Pricing and Configurator.” The IPC carries a set of engines that execute pricing and product configuration functionality in a variety of scenario and sap applications.

12.What are the important components of IPC?

The important components of IPC are:

• Sales Pricing Engine (SPE)
• Sales Configuration Engine (SCE)
• Free Goods Engine
• Listing
• Free Goods Engine

13.What are the different categories of Lead?

Leads can be classified into categories: Cold, Warm and Hot by marketing department. If a lead look promising, then sales department can create an opportunity from this lead.

14.What is the difference between Lead and Opportunity?

A Lead is different from an opportunity in a manner that it is predecessor of an opportunity. Opportunities are used for more complex and longer sales project cycles, Sales Rep use opportunities to control the sales project and maximize the chance of winning customers and minimizing the sales time.

15.In real time what SAP CRM consultant to?

In real time, SAP CRM consultant analyze the business requirements and then configure the ERP.

16.What is Sales Quotation?

Sales quotation is generated to ensure that a specific quantity of product will be delivered at specific time period and at specific price.

17.Explain Quotation Processing and Order Management life cycle?

Quotation processing and order management involves following steps in SAP CRM and ECC system:

Create Quotation

A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM).

Enter Product and configure

Next is to enter the products requested by customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

Check Availability

Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

Pricing and Value

Next is to add the price of each product and the value of each item (Performed in SAP CRM).

Send Quotation

Next step is to send the quotation to the customer (Performed in SAP CRM).

18. What is an Outline Agreement?

An outline agreement is defined as an agreement that allows customer to release the products or services at previously agreed conditions. You can define conditions like price, terms of delivery, etc. and these conditions are true for all sales orders that customer creates with reference to sales agreement. These outline agreements are used for customer retention.

19.What are the different standard transaction types for sales?

Some of the standard transaction types for sales are:

• LEAD – lead
• AG – Quotation
• Opt – Opportunity
• OPSM - Sales Methodology
• TA - Tele Sales, etc

20.How do you calculate tax in billing in CRM?

The key factor which is used to calculate the tax and for tax determination is tax event. Applicable tax type, tax rate, locations and other factors are determined. It uses decision tree to make tax determination and calculation more simple and transparent. You can also use simulation tool in TTE for tax determination and for testing customizing settings.

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