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.
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