CRM stands for “Customer Relationship Management” and is a set of
methodologies and tools that helps to manage customer relationship in an
organized way.
In today's highly competitive business environment, the focus of top
companies is increasing on its most valuable assets – customers. Thus, the companies require a suitable software solution to cater
to its customers which is user-friendly, easily customizable, fully integrated,
and can be implemented flexibly. Want to learn SAP CRM training join with SAP Trainings Online for beginner to
advanced level training.
SAP
CRM Channels
SAP CRM provides implementations for different channels within your
business such as Internet, telephony, field sales, and partners which leads to
the optimization of your customer interactions. For all the different channels
supported, SAP CRM provides your employee with an intuitive and user-friendly
interface to carry out their daily work.
SAP CRM enables customers to implement different customer-specific
requirements and industry-specific processes. For interaction with these
implementations customers have different interaction channels offered by SAP
CRM:
Back office: This is Role based web access. For each relevant task in the
service, sales and marketing it represents the single point of entry. All
relevant systems are assigned to a Business Role which is assigned to
employees. Thus, an employee can get all the relevant systems into a single UI.
Field service or offline
user: SAP CRM offers several field applications for
field service representatives which they can access anywhere, anytime. These
applications are developed for handheld devices.
Interaction center: SAP CRM provides the customer care employees with an interface
which is comprehensively integrated with different communication channels like
phone and E-mails. Also, it includes various features with which the employee
can use while in communication with the customer for making note or working on
the transaction itself.
Web channel management: with this SAP CRM enables E-service, E-commerce, and E-marketing
platform. These platforms are to provide personalized, reliable and convenient
service to the target customers 24x7x365. This enables end customers to access
& research data and with that as per requirement purchase services or
products anytime, anywhere.
PCM- partner channel
management: This interface is provided to support
collaboration with resellers, dealers, agents etc. It combines the Web Channel
Management with regular CRM to provide a complete solution for partner
management.
Channel Architecture:
SAP CRM channel architecture includes:
- Internet applications
- Internet sales
- Internet customer self service
- Internet pricing configurator
Mobile Applications
- Mobile sales
- Mobile service
- Interaction center
SAP
CRM internet applications
The Internet software components of SAP CRM solution are J2EE
technology based (which is open, non-SAP platform). These are provided as a
ready-to-run solution with the shipped, standard template. Also, these
applications can be further adjusted in order to meet customer-specific
requirements. For these Internet applications, necessary CRM data needs to be
maintained and set up within the CRM system.
SAP CRM solutions offers Internet Sales software component which
presents published catalogs to the end user who can use them to configure and
purchase the product.
The Internet Pricing & Configurator (IPC) component is another
J2EE based web application for product configuration and pricing data.
Interaction centre
The Interaction Centre is provided with tools and features required
while in communication with the end customer. Interaction Centre is linked with
the CRM WebClient and thus an employee in contact with the customer can make
notes, trigger e-mails, create activities, and work upon the business
transactions like service order, etc.
Interaction Centre connects to different communication channels
using a Communication Management System, which can be SAP Business
Communication Manager (BCM) or a third party product.
Mobile Applications
SAP CRM Mobile Sales and Mobile Service components help a company's
mobile field sales and service representatives.
Depending upon the area of responsibility, users have access to all
the relevant data in their device.
These devices connect briefly to the central CRM servers for the
synchronization of the data. This data transfer occurs through the SAP CRM
Middleware.
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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For more details visit: www.saptrainingsonline.com
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