Learn SAP CRM Online | Key Benefits of Integrating SAP CRM Software with ERP

What makes integrating CRM with ERP system

ERP system (Enterprise Planning Resource) has established itself as indispensable backend software system for business. But with the rapid flow of information on the internet and the prevalence of e-commerce corporate that failed to acknowledge changing customer habits or analyze market data effectively and put it their use will eventually forced out of the game. While ERP can help monitor workflow and streamline production and sales, it lacks the ability to maintain and cultivate existing customers relationship and develop new customers. Contrarily, customer relationship management (CRM) can consolidate customer information and perform detailed analysis, allowing businesses to shift from a production centric approach to a customer centric model and, ultimately into a comprehensive management platform. Learn what CRM does from SAP CRM training by SAP Trainings Online, which is best resource of SAP online training.

Benefits of integrating ERP and CRM

A 360degree view of customer:

How well do you know your customers? One of the biggest advantages of CRM and ERP integration is that it gives you a complete view of your customer. From prospect, to sales and support, to finance and accounting, together these systems provide complete visibility into your customers’ needs, buying habits, order history, preferences, account standing, etc. Not only does this knowledge give you better insight into your customer base, it can help you build lasting relationships with customers and determine where there is potential for future growth. It can even help you anticipate your customer’s needs before your customer does.

Better visibility into sales cycle and improved sales forecasting

ERP and CRM integration creates a single point access for invoice-order-product information. This renders sales rep with improved visibility of order status, purchase history and other order details. Most importantly, a full-blown integration offers sales reps and marketing professionals with real-time customer and sales data that can be leveraged for improved forecasting.

Better access to critical information

SAP CRM and ERP solution that is fully integrated gives your employees the ability to access important information in real-time. Without it, your employees are less efficient and your customers will pay the price. For example, when a customer contacts your call center with a simple question about the status of an order, your call center representative should not have to go into different systems to access that information or inquire with other employees. A fully integrated ERP and CRM solution empowers your employees with access to the information they need exactly when they need it. With the touch of a button, they can retrieve inventory levels, shipments, customer financials, order history, returns, payments, pricing, etc.

Reduce data and work duplication: By proving employees the means of updating a single, centralized database.

Improve interdepartmental communication: By enabling disparate departments to collaborate more easily.

Make more informed business decisions: By giving managers and business owners an enhanced visibility over their products and customers. For example, when you want use CRM to find out most income generated product, ERP’s costing module can help companies analyze by plugging in cost and profit data. On other hand, ERP provides accurate data for studying a customer in CRM’s database.

Spruce up customer service

A well-integrated system allows employees in your company to have a 360-degree view of customer interactions. This speeds up the query resolving time, and enables businesses to approach customers in a more personalized manner. For instance, if a prospect reaches your support team enquiring about inventory/stock, your CRM rep won’t have to browse through multiple systems, since all the information is served on a unified platform. Swift customer service at your disposal!

Better mobility

This is a boon for all those sales reps, which are always on the run! Nothing can be more beneficial for a sales rep to have all the customer, inventory, product and pricing information at his fingertips when on the go during a sales meeting. This helps greatly to close more deals efficiently.

With a robust CRM and ERP integration, employees from various departments will find it easier to collaborate. Further, streamlined information keeps everyone in your business on the same page. Managers and CXOs can keep a track of all the critical business operations in real time, which will aid them to make more informed business decisions.

SAP CRM training

Customer Relationship Management is a business strategy for optimizing customer interactions. It helps in understanding your customers, their needs and requirements. Learn SAP CRM from world’s biggest unique SAP training resource SAP Trainings Online by 12+ years of experienced faculty.

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 training (Customer Relationship Management) | SAP Trainings Online

SAP CRM is important module in organization or in any entity which deals with handling customers more effectively. In present day’s competitive market it is essential for companies to make changes in a dynamic environment to take care of all activities related to customer service.

SAP CRM training is dealt with SAP business suite. Its main purpose is to provide in detail knowledge about customers by integrating required data from sections like marketing, sales, billing etc. Customer interaction is also becoming easy and efficient by using CRM application. SAP CRM is used for understanding customers better.

SAP CRM Overview

SAP CRM is one of the major solutions that are provided in SAP suite. SAP CRM is based on SAP NetWeaver (Learn SAP Netweaver from SAP Trainings Online by experts) that can be used for custom development and integration with various systems and applications.

SAP CRM features

It is deployed to hold all customer focused business fields like service, marketing, sales, etc.

This SAP CRM is implemented for different customer interaction channels, such as Interaction Centre, Internet, and mobile for E-Commerce.

The important component of SAP CRM is CRM Analytics. It has great significance which is used to gather necessary information about customers and analyze this knowledge base to gain insights into various strategic decision-making and operational processes.

SAP CRM includes the following sub modules:-

• Sales 
• Marketing
• Service 
• Analytics
• Interaction Center
• Web channel SAP Hybris

SAP CRM consists of many components that allow integrating the CRM module with other SAP and non SAP modules, internet, mobile devices like smart phones, tablets, and enterprise portal.

SAP CRM server has components like,

• CRM Enterprise functions
• CRM Middleware

There are adapters to communicate with hand held devices and internet. The SAP ECC/R3 system is used for backend, SAP BI system is used for analytical reporting and SAP SCM is used to enhance the capabilities of SAP CRM module.

By combining SAP CRM with back-end ERP systems equip connection to supply chain management systems , business intelligence system, interaction centers, field applications etc.,

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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SAP CRM Education | Boost Career Path With SAP CRM Certification

Customer relationship management is always buzzword in corporate business organizations. It is the most important enterprise solutions on offer today.SAP CRM endeavors solutions to organizations to manage CRM activities so candidates familiar with CRM have definite advantage when it comes to positions in marketing as well as customer management.

Most of the business firms are looking for the individuals who are fluent in SAP and can handle the system in an effective manner. SAP Trainings Online SAP CRM training is a key differentiator between who is average at a workplace and who excel in their role. You can learn SAP through virtual media from top world class trainers who are in industrial world themselves. Here the exposure is practical in nature, shaping you to face the challenges of corporate work place once you finish with training.

How SAP CRM used?

SAP CRM is the CRM tool provided by SAP and is used for many a business process

SAP CRM is a part of SAP business suite. It can implement customized business processes, integrate to other SAP and non-SAP systems, and help achieve CRM strategies.

SAP CRM can help an organization to stay connected to customers. This way organization can achieve customer expectations with the types of services and products that he or she actually needs.

We provide online SAP CRM functional training with real time concepts based on industry requirements. Sole maxim to introduce online SAP training program is to make candidates industry ready and to excel in their careers. Improve your career prospects and earnings potential. Whatever your background, situation or requirements, we can train you to become proficient in chosen platform and achieve your personal and professional goals

We administer the following

• Industrial projects are provided to the students
• Trainers prepare candidates according to interview cracking level with all required practices 
• Committed professionals on pace
• Cost effective solutions
• Value based services combined with quality

Our trainings are global. We offer functional and SAP Technical courses in countries like India, Canada, Australia, USA, and UK by Real Time Industry Experts who has huge subject knowledge, skills and enhances the skills of students in the best way.

Register with SAP Trainings Online for free demo on training courses at:Click Now

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SAP CRM Online Training Module | SAP CRM Activity Management

Activity Management

Activities can be divided into interactions (with reference to a business partner) and tasks.

Key Activity Management functions of SAP CRM include:

Ability to schedule and manage simple and complex tasks Ability to define and access customer activities, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, and meetings Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycleAn activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed. Ability to integrate many different areas of data and create surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits. Retailers, on the other hand, could record the costs of campaigns and other details. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that sales employees can view their CRM calendars in third-party solutions as well. Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar. Expertised SAP CRM training from SAP Trainings Online.

SAP CRM Activity Management

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

Activities in CRM are used to record sales activities. Some other common activities also include emailing or a telephone call or a customer visit or a follow up call, request to set the status to complete etc. in the 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 lifecycle. When a customer contract is about to expire, you can make a telephone call to the customer (activity) as a follow up document to remind the employee responsible to make the follow up call to the customer and to check if they are willing to renew the contract.

You can easily integrate activity management with CRM Mobile and also with emails i.e. Microsoft Outlook or IBM Lotus Notes. This allows employees to connect to the sales cycle and to keep a track of the appointments and activities.

To attach fact sheets with activities, this can be done by going to SPRO → IMG → CRM → Transactions → Settings for Activities → Attach Fact Sheet to Activities

Groupware Integration in SAP CRM

You can integrate SAP CRM Activity Management with groupware applications to synchronize contacts and tasks in your SAP CRM calendar with your own groupware calendar. Data is exchanged in both directions, enabling you to call up activities and data (such as date, time, location and business partners involved) in your own office management system that you originally entered in the SAP CRM system (and vice versa). This allows you to work more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks.

SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+. There are different versions in CRM see SAP CRM training for details. When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc) and sent to Middleware. Middleware calls adapters and sends the activity to the map box. It is then converted to iCalendar format so that it is compatible with the groupware applications.

Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.

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 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 free demo on SAP CRM CLICK HERE to register for live video class

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Online SAP CRM Training | Integrating the Revenue Cycle into CRM Processes

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.

When a product or service piques a buyer’s interest, the buyer buys into it. However, without using some level of persuasion or influence to attract buyers, buyers tend to look elsewhere.

Acceleration via customer experience

Consumers expect, and deserve, the best a business has to offer. So, when it comes to customer relationship management (SAP CRM),personalizing the customer experience is what accelerates revenues.

The perfect CRM opportunity is found when businesses add together two old sayings: “time is based on events” and “time is money.” Any activity the business can use to hold the attention of the consumer—that the consumer finds interesting—can create demand for the company’s product.

The transactions comprising sales and revenue collections equate to the processes in the revenue cycle. As various sales personnel, marketers, and other business stakeholders communicate with prospective buyers, a new sale slowly forms. That is the customer experience. To accelerate the customer experience in the past, businesses would simply increase the number of sales and reduce the turnaround time required to generate revenues.

The CRM process was built to accommodate the integration of the revenue cycle processes. Sales and marketing professionals can use the revenue cycle and CRM cycle as frameworks for consistency in producing prospective and existing customer sales and repeat sales. The only requirement in this process is the availability of up-to-date, accurate customer data. Businesses can feed customer data directly into sales lead generation efforts; brand awareness, brand reputation, and marketing strategies; and customer incentives and loyalty campaigns. Customer management is directly followed by order management in the revenue cycle. Which is directly associated with the CRM cycles interact and deliver process and acquire and retain process? To accelerate the CRM cycle is to accelerate the revenue cycle. SAP CRM Order to Cash process can be completed with integration to the SAP ECC system and specifically to the SAP SD module. Know in detail concepts from SAP SD training

Revenue Cycle Benefits from CRM Processes

The revenue cycle is totally dependent upon the factors that feed income into the business. To earn a profit, there must first be revenues. Ultimately, therefore, the customer comes first. Integrating requirements from the revenue cycle into the CRM processes speeds a business to its profitability.

Strong CRM Data Improves the Potential for Revenue Generation

CRM marketing and advertising are customer interaction activities that result in conversions to sales, which equate to revenue. The stronger the CRM customer and lead generation data is, the greater the potential for revenue generation.

Maximizing revenues during website conversions

CRM customer data and lead generation data are the perfect basis for upselling and cross-selling. Approximately 30% of all e-commerce website visitors will purchase a product; the remainder will browse, but not purchase. Utilizing the CRM processes to offer additional sales or similar products at a better value maximizes revenues for the 30% who are buyers.

Adding predictability for more accurate results

Developing a sales strategy based on CRM key performance indicators, demographics, and metrics will improve the predictability of revenue forecasts so that the more predictable the revenue forecast is,the more accurate the results will be.

Faster Transaction Processing Allows for More Revenues

Extensive delays in order fulfilment can result in a lost sale. Automated invoicing, cash receipts, analysis, and reporting are serviced by CRM processes to automate order fulfilment by prepopulating data and ensuring that each customer receives the same opportunities, offers, rewards, and service.

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 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 free demo on SAP CRM CLICK HERE to register for live video class

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SAP CRM Online Training Websites | Knowledge Management in SAP CRM

What is knowledge management?

Knowledge Management comprises of a range of practices used by organizations to identify, create, represent, and distribute knowledge. Today, many large companies have resources dedicated to Knowledge Management, often as a part of ‘Information Technology’ or ‘Human Resource Management’ departments. Content Management and e-business are inseparable. E-business infrastructures and applications must be content centric to compete.  

What is knowledge article in SAP CRM?

Knowledge Article provides the means for the computerized collection, organization, and retrieval of knowledge. It can store a wide variety of information such as:

Due to its multiple usages Knowledge Article component in SAP CRM can be used with sales, marketing, and service processes in the interaction center (IC) and CRM service management such as Service Order, Complaints, Incident Management, Problem Management and Request for Change. Learn more from SAP CRM training.

Some of its features include:

• Faster access to specific information via categorization and full text search.
• Easy integration to other CRM objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more.
• Multilingual and multiple text authoring.
• Attachment capability and special authorization scopes.
• Open interfaces for import and export from and to existing knowledge bases.
• Automatic update/creation of knowledge base index when a knowledge article is saved.
• Creation of  knowledge articles in multiple languages
• Ability of IC Agents to search for knowledge articles so as to email them as attachments to the customers.
• Provision of knowledge article templates with prefilled details to create knowledge articles from it, without wasting time.

How knowledge article in SAP CRM is is implemented?

A knowledge base is a special kind of database for knowledge management. It provides the means for the computerized collection, organization, and retrieval of knowledge. With CRM 7.0, SAP has implemented knowledge base that would allow representatives to look for knowledge articles in the knowledge base. It would allow representatives to search for articles either by defining specific attribute search or by free text search using an information retrieval system (search engine).

As the size of the knowledge base increases due to the addition of new knowledge articles, the time taken to retrieve a desired article also increases. This is where indexes are used to reduce the retrieval time. An index is a data structure that improves the speed of operations. Indices can be created using one or more key attributes such as status, priority, customer, keywords etc. thereby, providing the basis for efficient ordering of access to records. For knowledge articles to be returned in searches, they must be compiled. The knowledge base index should therefore be updated regularly when new records are created, or existing records are changed. This enables TREX to find the relevant documents in a search. 

The Power User/ Administrator would have the access to compile the Knowledge Base Index for faster retrieval of records. The compilation of knowledge base which is currently offered is divided into the following options:

• Full Compilation: Compiles all documents. This option is recommended initially and if the index is corrupted
• Delta Compilation: Compiles all new and changed documents since the last compilation and removes deleted documents from the index. It is also provided as a batch job.
• Deletion: Delete an Index from the search engine
• Start Background Job: Schedule Delta compilations as background jobs at regular intervals
• Stop Background Job: Any queued or in-process compilation tasks can be cancelled.

In addition, the administrator would be able to view the log for the particular Index of the Knowledge Base by clicking on the corresponding Knowledge Base Index link. Compilation log is useful for an administrator because it would provide the user with different details such as errors, number of documents, inform as it would provide information regarding full compilation, delta compilation, current schedule, Index details etc.

This solution forms an important part of Customer Service and Support segment in our service management portfolio.

Where can it be implemented?

A common belief is that the Knowledge Management is primarily used for Service sector to help find a potential solution of a perspective problem, for instance: Reason for a Blue Screen error. However it can be extended for marketing and sales too. Marketing activities focuses on managing strategic partnerships and positioning the organization in a competitive market and with the aim of delivering superior values to its customers. Information regarding Market environmental factors such as market size, market share, brand loyalty, competitors, competitors, concentration of the industry, barriers to entry, market trends etc could also be maintained. With the rapid growth of sales automation (learn about sales order process from SAP SD training), many corporations have rushed to deploy systems for distributing information and documents of all kinds to their sales people. As markets and products change with accelerating pace, sales people must assimilate and apply vast amounts of current information about their markets, their competition, and the solutions they can offer to customers.

• Reduces cost per interaction by empowering the customer to help themselves
• Provides consistent and accurate information for the customer.
• Improves operational efficiency by removing agents from interactions that can be resolved using self service
• Reduces the total cost of ownership
• Greater transparency of information
• Maximize the usage of intellectual assets

About SAP CRM Course

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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Learn SAP CRM Online | SAP CRM Integration With SAP SD Module

The SAP ECC and CRM are closely integrated with each other and they have to be synchronized in some configurational areas like Sales, Customer master records, Organizational model, etc.SAP CRM training by SAP Trainings Online gives you complete course structure to deal and implement in a practical way starting from 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.

Example − An organization model defines the sales area you should use in CRM and check in SAP ECC system. Sales area contains the following components

• Sales organization
• Distribution channel
• Divisions

Download the data from sales area to ECC system and this is performed when you configure the CRM module. You need to verify the configurational data in ECC before setting up in the CRM.

Maintaining divisions in CRM

You can select if you want to work with divisions in SAP CRM. When you are using CRM with ECC, there is a need to maintain a dummy division or you can also use a header division in CRM so that dummy division for data transfer is not required.

Go to CRM → Master Data → Organizational Management → Division Settings → Define Use of Division and Dummy Division.

SAP CRM Order to Cash process can be completed with integration to the SAP ECC system and specifically to the SAP SD module.

Following are the steps to be followed for a very basic straight forward order to cash business scenario in a retail environment:

Master Data:  

• Organisation Structure – The Organisation structure is maintained in the SAP ECC system and is replicated to the SAP CRM system.
• Customer Master – Generally in a green-field implementation, the master system for Business Partners (Customers) is the SAP CRM system.
• This is the best proposed route as SAP CRM provides a holistic 360 degree view of the Customer.
• Product Master – Product master will normally be the SAP ECC system which has a more complex product/material management setup but SAP CRM.

Customizing data:

The customising data needs to be replicated from the SAP ECC to SAP CRM system for the condition technique and usages for the following:

Pricing

Free goods

Product determination

(Middleware is used to replicate data between the SAP ECC and SAP CRM systems)

Configuration of transactional and master data

All the necessary configuration is maintained within the SAP CRM and SAP ECC system along with any additional BADI implementation depending on the requirement of the business process to be implemented.

Following is the standard order to cash business processes in a retail environment

• Sales Order is created in (see SAP SD training for complete sales order process) SAP CRM and replicated to the SAP ECC system using Middleware.
• The SAP CRM system also creates a dependent item in the billing due list, containing billing information from the sales in situations where billing is carried out from the SAP CRM system.
• A delivery is created in the SAP ECC system from the Sales Order.
• The delivery status is also updated in the Sales order present in the SAP CRM system with the transaction history (document flow) updated.
• Goods issue is posted in the SAP ECC system which relates to the reduction in stock level as material is picked from the plant or delivery unit for shipment to the customer
• The delivered quantity and status is also updated to the sales order within the SAP CRM system with the transaction history (document flow) updated.
• Based on the delivered items the previously created dependent item in the billing due list is updated.
• A billing document is created in the SAP CRM system and deletes the corresponding billing due list item.
• After verifying the invoices which were created, they are further released and replicated to the SAP FI-CA module within the SAP ECC system for further processing of the payment.

Define combination of distribution channels and divisions

You can also define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.

To define a combination of division and distribution channel, go to CRM → Master Data → Organizational Management → Organizational Data for Sales Scenarios → Define Combination of Distribution Channel and Division.

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 | SAP CRM Architecture Overview introduction

SAP CRM consists of various components that allow you to integrate the CRM module with other SAP and non-SAP modules, internet, mobile devices like smartphones, tablets, and enterprise portal.

In the centre, it has SAP CRM server which has sub components like:

CRM enterprise functions: Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3 Release. The SAP Business Information Warehouse (SAP BW training) is used as a data source for parts of the SAP CRM solution, and also contains data for consolidation and analysis.

As of SAP ECC 6.0, the plug-in will be contained directly in SAP ECC. Until SAP ECC 6.0 the plug-in is delivered separately and has to be installed.

CRM middleware: The SAP CRM solution supports the handling of CRM business objects (such as customers and prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Centre, Telesales and Campaign Management. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections.

The middleware layer supports the controlled data exchange with other systems such as mobile clients, back-end systems, and data ware houses. A replication procedure guarantees consistent and up-to-date data in the distributed local databases, especially for mobile users. Message queuing ensures data delivery and processing.

Then there are adapters to communicate with hand held devices and internet. The SAP ECC/R3 system is used for backend, SAP BI system (learn from SAP BI training by SAP Trainings Online) is used for analytical reporting and SAP SCM is used to enhance the capabilities of SAP CRM module.

There are different software layers in the framework architecture of SAP CRM. The thing with these software layers is that they are all separated from each other. The reason for this separation is to facilitate the connection of various business applications. In fact, these connections are made possible via generic interaction layer (genIL) and business object layer (BOL) to the CRM User Interface Framework (or the Presentation Layer).

We shall now look into different layers that make up for the SAP CRM Architecture:

Presentation layer: The CRM User Interface Framework or CRM UIF forms the basis of the Presentation Layer which in turn is responsible for running HTML pages in the web browser. BSP’s Presentation is not responsible for controlling the business logic of CRM Business Objects and process as it will be taken care of separately.

Business layer: The Business Layer itself comprises of two software layers:

1.BOL (business object layer): As the name suggests, the Business object layer is responsible for saving the business object data. For example, this could include but not limited to business partners, transactions, and products. This layer in a way ensures the separation of the underlying logic of business and the CRM WebClient UI.

2.GENIL (Generic Interaction layer): The genIL or the Generic interaction layer is responsible for handling the data transfer from the Business object layer to the APIs or Application programming interfaces of the concerned business engine.

It is important to note here that both the above layers are strictly separated from each other. It is because of this separation, business applications can be connected to the CRM WebClient UI or the Presentation Layer via Business object layer (BOL) and GENIL (Generic Interaction layer). Remember, it is not just the CRM business objects and processes that the CRM WebClient UI handles, but also application objects of ERP system, like SAP Supply Chain Management’s ERP sales orders and SAP Human Capital Management’s employees.

Business Application: The business application comprises of the database tables and the business logic.

SAP CRM Server

SAP CRM Server is linked to ERP system which can either be any ERP software or SAP ECC systems that the organization uses. The entire SAP CRM system will act like a logical box that can be used for connecting a variety of systems, including:

• SAP BI/BW for the purpose of reporting.
• CRM Servers can also be connected to SAP ERP systems, SAP APO, SAP BI, SAP Solution Manager, SAP CRM, and other SAP Net-ware portals.
• SAP CRM servers can also be connected to the Interaction Centre, websites (or web channels), and mobile devices (or handhelds).

About SAP CRM training

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

For more details visit: www.saptrainingsonline.com

Email: contact@saptrainingsonline.com

Contact: INDIA +91 9052775398 USA +13152825809

SAP CRM e-learning | SAP CRM Channels and its Architecture Overview

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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Free SAP CRM Online Classes | Key Benefits of Integrating SAP CRM Software with ERP

What makes integrating CRM with ERP system

ERP system (Enterprise Planning Resource) has established itself as indispensable backend software system for business. But with the rapid flow of information on the internet and the prevalence of e-commerce corporate that failed to acknowledge changing customer habits or analyze market data effectively and put it their use will eventually forced out of the game. While ERP can help monitor workflow and streamline production and sales, it lacks the ability to maintain and cultivate existing customers relationship and develop new customers. Contrarily, customer relationship management (CRM) can consolidate customer information and perform detailed analysis, allowing businesses to shift from a production centric approach to a customer centric model and, ultimately into a comprehensive management platform. Learn what CRM does from SAP CRM training by SAP Trainings Online, which is best resource of SAP online training.

Benefits of integrating ERP and CRM

A 360degree view of customer:

How well do you know your customers? One of the biggest advantages of CRM and ERP integration is that it gives you a complete view of your customer. From prospect, to sales and support, to finance and accounting, together these systems provide complete visibility into your customers’ needs, buying habits, order history, preferences, account standing, etc. Not only does this knowledge give you better insight into your customer base, it can help you build lasting relationships with customers and determine where there is potential for future growth. It can even help you anticipate your customer’s needs before your customer does.

Better visibility into sales cycle and improved sales forecasting

ERP and CRM integration creates a single point access for invoice-order-product information. This renders sales rep with improved visibility of order status, purchase history and other order details. Most importantly, a full-blown integration offers sales reps and marketing professionals with real-time customer and sales data that can be leveraged for improved forecasting.

Better access to critical information

SAP CRM and ERP solution that is fully integrated gives your employees the ability to access important information in real-time. Without it, your employees are less efficient and your customers will pay the price. For example, when a customer contacts your call center with a simple question about the status of an order, your call center representative should not have to go into different systems to access that information or inquire with other employees. A fully integrated ERP and CRM solution empowers your employees with access to the information they need exactly when they need it. With the touch of a button, they can retrieve inventory levels, shipments, customer financials, order history, returns, payments, pricing, etc.

Reduce data and work duplication: By proving employees the means of updating a single, centralized database.

Improve interdepartmental communication: By enabling disparate departments to collaborate more easily.

Make more informed business decisions: By giving managers and business owners an enhanced visibility over their products and customers. For example, when you want use CRM to find out most income generated product, ERP’s costing module can help companies analyze by plugging in cost and profit data. On other hand, ERP provides accurate data for studying a customer in CRM’s database.

Spruce up customer service

A well-integrated system allows employees in your company to have a 360-degree view of customer interactions. This speeds up the query resolving time, and enables businesses to approach customers in a more personalized manner. For instance, if a prospect reaches your support team enquiring about inventory/stock, your CRM rep won’t have to browse through multiple systems, since all the information is served on a unified platform. Swift customer service at your disposal. 
Better mobility
This is a boon for all those sales reps, which are always on the run! Nothing can be more beneficial for a sales rep to have all the customer, inventory, product and pricing information at his fingertips when on the go during a sales meeting. This helps greatly to close more deals efficiently.
With a robust CRM and ERP integration, employees from various departments will find it easier to collaborate. Further, streamlined information keeps everyone in your business on the same page. Managers and CXOs can keep a track of all the critical business operations in real time, which will aid them to make more informed business decisions.
SAP CRM training

Customer Relationship Management is a business strategy for optimizing customer interactions. It helps in understanding your customers, their needs and requirements. Learn SAP CRM from world’s biggest unique SAP training resource SAP Trainings Online by 12+ years of experienced faculty.

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

For more details visit: www.saptrainingsonline.com

Email: contact@saptrainingsonline.com

Contact: INDIA +91 9052775398 USA +13152825809