Online SAP CRM Training | Detailed View on Different Types of CRM

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.

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SAP CRM Online Course | SAP CRM Powered by HANA – CRM Migrating to HANA

SAP HANA is an in-memory data platform that is deployable as an on-premise appliance, or in the cloud. It is a revolutionary platform that’s best suited for performing real-time analytics, and developing and deploying real-time applications. At the core of this real-time data platform is the SAP HANA database which is fundamentally different than any other database engine in the market today. Learn more database concepts from SAP HANA training by SAP Trainings Online.

The number of process steps required for CRM order processing (due to many custom CRM actions) and service delivery, together with being able to get real time operational reporting at item level.  Hence, the customer chose the complete migration to a SAP HANA system. This means that all the data previously stored on a classic underlying RDBMS are going to be moved into a SAP HANA system, allowing a performance boost at each business process steps.  SAP application (see SAP CRM training for details), UI used by user (SAP CRM WebUI/IC) and already running business processes do not change and are up after the migration execution. The only migration consisted of a database switch combined with the SAP CRM application upgrade to 7.12 in order to provide new tools and insights for the business operations, while the entire project scope consisted of the settlement of new ways to handle business processes and enable real-time operational reporting.

Migration to SAP HANA

If you have SAP CRM running on a disk-based Database you can do a migration to HANA. The process of migrating your current SAP CRM database server to SAP HANA is the same process you have already experienced if you have done a data migration before (Heterogene, Homogene or Unicode-Migration). This process has a very low learning curve and is well documented in the cookbook. It is proven by SAP HANA customers who have already swapped their disk based database servers over to the in-memory solution of SAP.

This is mainly basis operations which consist of a hardware/OS/DB switch from the current underlying SAP CRM database to SAP HANA, combined with the CRM application upgrade. Take care that only Unicode SAP systems can run on HANA.

Basically, development system can be copied, migrated and adjusted in order to keep your (source) development system up for productive system correction. Corrections and business processes improvement (plus optional productive system correction during elapsed time) will have to be reported following the landscape migration routes.

Quality system can be used to optimize your productive system downtime by knowing which smart split will have to be done during data export, especially if your QA system reflects well your productive data. (FYI, SAP can provide specific service to totally avoid productive system downtime if needed).

Want to learn SAP CRM to build a career with SAP, join SAP CRM training by SAP Trainings Online which is largest resource of SAP training in all modules. We provide 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 register at: www.saptrainingsonline.com/student-registration

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SAP CRM Online Training Software | SAP Cloud for Customer (C4C), Useful for SAP CRM Consultants

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:

www.saptrainingsonline.com/student-registration

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