SAP’s
cloud for customer (C4C) is making its presence felt in the CRM market
with its inbuilt integration to SAP CRM, ECC and several other Third party applications. Let
us start by looking into the history of SAP and its CRM efforts in the past.
SAP has been looking to get into the CRM space since 1995 and the real push
came with the acquisition of a German Sales force
Automation company with its development centre in Bangalore. This became a
precursor to what we know as SAP CRM On premise solution today. This Customer
OnDemand (CoD) which comprised of Sales OnDemand, Service OnDemand and later
Social OnDemand evolved into what we now know as SAP Cloud for Customer.
SAP Cloud for customer is much more complete, robust and mature solution
than its predecessors. It comes with prepackaged integrations to SAP ERP and
SAP CRM, Mobile interfaces, strong social features. The entire product can be
seen as a combination of a browser based Silverlight UI, Integrated social
features of JAM, Set of rich Mobile apps for iOS & Android, SAP HANA for
Integration scenarios (Learn more about SAP HANA from SAP HANA training by SAP Trainings Online). SAP PI can also be a
choice for Integration which we will discuss later.
The overall architecture of SAP C4C is that of a multi-tenant
architecture which means that the SAP C4C and the Integration component itself
is shared with other customers. There is also a single-tenant model for
customers which are a private edition for additional cost. The multi-tenant
model means that whenever SAP upgrades or releases a patch it might overwrite
some of the custom solutions built on top of the SAP C4C solution. This is the
most common concern of customers going on a multi-tenant model. While the cloud
solutions push for standardization customers will still need their industry
specific and company specific modifications in place.
- SAP PI/PO – Recommended if you already have SAP PI/PO and prefer to have Integration On-Premise.
- SAP HANA Cloud Integration – Recommended if you are not using SAP PI and have more Cloud to Cloud Integration
On-Premise
only: Some of the choices the CRM customers today
look for are modern & easy to use UI for Sales people; Browser based
access, Mobile access Online & Offline scenarios. SAP CRM already provides
a Browser based UI however the Mobile access is something that the customer
will need to choose from a limited choice of apps and take the burden of device
choice as well as deployment. Customers who have heavily customized their SAP
CRM to suit the processes or use deep Marketing and Service functionalities and
do not have an End user case for going to cloud would prefer to keep their
solution On-Premise only.
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.
Cloud Only: SAP C4C alone would suffice if the customer is looking for a light
weight solution with standard CRM processes like Activities and opportunities.
The integration choices need to be considered for which system would be the
leading system and which ERP integrations are most needed for the field force.
SAP C4C could also be an excellent candidate for replacing non SAP CRM
solutions in SAP ERP customers for better integration and more unified
architecture.
Private Cloud: If customers have high needs for customization within the cloud
solutions and would not want SAP C4C upgrades and patches to be impacted then
would prefer this solution. This solution is as good as having an On Premise
solution albeit on SAP C4C and not SAP CRM.
Hybrid: This solution will have both SAP CRM and SAP C4C co-existing in the
CRM landscape. This is of the most interest to SAP CRM consultants.
A simplified and representative architecture diagram with all the CRM
and Related components is shown below. The most common system components of a
Hybrid CRM solution are given below along with representative integrations.
From a CRM consultant point of view there are decisions to be made on
Integrations, leading systems for Master data and Transaction data, On the run
Reporting and historical reporting, volume of transactions that need to be flow
between separate systems.
The C4C integration to CRM On premise could be on the basis of level of
customization required, whether the functionality is required to be on the
cloud/on the field, what are the master data governance rules within the
company, Sales organization structure.
The C4C integration to ERP could be on the basis of types of
transactions needed to be displayed to the front end sales like Orders,
Quotations or contracts. Based on the role of the Sales person whether they
need pricing information, availability checks or even customer credit
information. The principle here could be that of only deploying“Must Have”
Integration with the ERP transactions.
Reporting: The C4C Sales analytics provides standard set of reports and
dashboards for the day to day use of a Sales representative. These analytics is
realtime and can be integrated with the BW Data warehouse. The standard
architecture should suffice for most needs although there might be some BW
reporting (want to learn BW concepts by experts see SAP BW training for details) key figures needed on the Sales Analytics
dashboards based on the business needs.
Want
to learn more about SAP CRM join SAP Trainings Online, which 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 enrol with us for free live demo at:
For
more details visit: www.saptrainingsonline.com
Email:
contact@saptrainingsonline.com
Contact:
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