© SAP AG 2008
TCRM10 CRM - FundamentalsFS310 Inkasso/Exkasso
THE BEST-RUN BUSINESSES RUN SAP
© SAP AG 2008
TCRM10
CRM – Fundamentals I
SAP CRM 2007 (6.0)
Version 81
Material number: 50091081
© SAP AG TCRM10 Preface-1

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© SAP AG 2008
Copyright 2008 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in
any form or for any purpose without the express permission of
SAP AG. The information contained herein may be changed
without prior notice.
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…
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…
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© SAP AG 2008
Course Prerequisites
Essential
Basic business knowledge of CRM processes and CRM
concepts
Recommended
Knowledge of SAP Sales and Distribution business
processes (e.g. SCM600 or certification in SCM Order
Fulfillment)
© SAP AG TCRM10 Preface-5

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Target Group
?
?
Target Group
Solution Consultants responsible for
implementing Customer Relationship
Management with SAP CRM
Duration
5 Days
© SAP AG TCRM10 Preface-6

© SAP AG TCRM10 1-1
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Course goals
Course content
Contents:
Course Overview

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At the conclusion of this course, you will be able to:
use the basic knowledge a CRM Solution
Consultant requires for all consultant profiles
Course Goals

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Preface
Course Overview
Section SAP CRM Solution Overview
Section CRM Basic Data and Customizing
Course Content: TCRM10 – CRM Fundamentals I
urse contains two main sections:
iew
plications) of SAP CRM without going into the configuration
(Customizing). The section CRM Basic Data and Customizing will focus on generic CRM master
data and customizing thereof.
This SAP Consultant Education co
• SAP CRM Solution Overv
• CRM Base Customizing
Each individual section is subdivided into different units. The section SAP CRM Solution Overview
will focus on the key areas (ap

© SAP AG TCRM10 1-4

© SAP AG TCRM10 2-1
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Section: SAP CRM Solution Overview
SAP CRM Solution OverviewSAP CRM Solution Overview

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SAP CRM Solution Overview – Section Outline
Units:
1. Introduction to SAP CRM
2. Basics & Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel
Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation

© SAP AG TCRM10 3-1
© SAP AG 2008
Course Topics – Introduction to SAP CRM
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel
Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation

© SAP AG TCRM10 3-2
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Introduction to SAP CRM: Objectives
At the end of this unit, you will be able to:
Explain how SAP CRM is embedded in the business
environment of the SAP Business Suite
Describe the basic SAP CRM key processes of all key
capabilities

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Introduction to SAP CRM: Scenario
Competitive markets, demanding customers, and the need to
optimize internal processes put companies under great
pressure. They therefore demand a complete software
solution that is easy to use, fully integrated, customized to
meet specific requirements, and flexible to implement.

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Introduction to SAP CRM – What is CRM?
What is CRM?
SAP CRM – Overview
Case Study

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What is CRM?
Customer Relationship Management (CRM)
is a business strategy that aims to optimize
customer interactions in order to maximize
the success of the business
lly connected to your customer so you
ation
gement is also to achieve „One face to the
customer“ that means independent via which channel the customer is contacting your company he or
she should get consistent and actual information.
Customer Relationship Management can help you stay tota
deliver the kinds of products and services that they truly need. It keeps the lines of communic
open and helps create lasting and profitable relationships.
Goal of the usage of Customer Relationship Mana

© SAP AG TCRM10 3-6
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Introduction to SAP CRM – SAP CRM Overview
What is CRM?
SAP CRM – Overview
Case Study

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SAP CRM as Part of the SAP Business Suite
SAP SCM
SAP PLM
SAP
CRM
SAP
SRM
SAP ERP
Financials
Human Capital
Management
Corporate Services
Operations
SAP NetWeaver
SAP Business Suite and the Corporate Business Environment
Multichannel
Products &
Services
Supply
Chain
Partners
Operations &
Administration
Customer
Partners
e
porting databases, applications,
rs.
ng SAP solutions:
gement)
applications using enterprise services,
orchestrate business processes and events, manage enterprise information, and deliver applications
and content to users more quickly and cost-effectively.
The SAP Business Suite is a suite of business applications to enable companies to manage the entir
value chain across business networks, transforming into a more adaptive business.
The solutions in the SAP Business Suite are open and flexible, sup
operating systems, and hardware platforms from most major vendo
The SAP Business Suite consists of the followi
• SAP ERP (Enterprise Ressource Planning)
• SAP CRM (Customer Relationship Mana
• SAP SCM (Supply Chain Management)
• SAP PLM (Product Lifecycle Management)
• SAP SRM (Supplier Relationship Management)
With the SAP NetWeaver platform, IT can be aligned with business requirements. SAP combines
composition technologies and application functionality to reduce IT complexity and increase
business flexibility. With SAP NetWeaver, you can compose

© SAP AG TCRM10 3-8
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Company Departments with Customer Interaction
Which departments within a company
interact with customers?
ous industries (e.g. for Media, Utilities,
Pharmaceuticals, Public Sector, Telecommunications, High Tech) SAP CRM provides multiple
industry-specific scenarios and customizing options.
In daily business various departments like Marketing, Sales and Service interact directly and
regularly with customers.
From a software point of view these employees need to have support to fulfill their daily tasks in an
efficient and customer-oriented way.
Additionally based on the operational experiences it is necessary to monitor and analyze your
processes in particular to optimize your future business and customer contacts.
In addition to fulfill the different requirements of vari

© SAP AG TCRM10 3-9
© SAP AG 2008
Customer Interactions in Marketing
Key Processes
Campaign management
Customer segmentation
Lead management
E-marketing
Trade Promotion Management
(TPM)
Marketing planning and
analytics
n,
Thanks to integrated analysis functions, the financial results brought about by marketing plans and
campaigns are recorded in real-time. This facilitates qualified decision-making.
SAP CRM provides comprehensive marketing functionality for automating the planning, executio
and measurement of marketing effort.
It unites marketing planning, campaign management, e-marketing, lead management, marketing
analytics, and customer segmentation key functions on a comfortable and configurable interface.
Initiatives toward reaching fixed company goals can be developed and carried out. To do this, KPIs
are determined and measured.

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Customer Interactions in Sales
Key Processes
Customer order management,
quotations, and contracts
Account and contact management
Opportunity management
and pipeline analysis
Activity management
Commissions and
incentives
Sales planning and
analytics
efficient with time and effective in action, provides the
quire,
es
ractices and seamless order to cash processes
to most effectively manage customer demand – consistent interactions, insightful information,
seamless integration, always accessible, simple to use.
With Enterprise Sales, Telesales, Field Sales and E-Selling, SAP CRM offers companies first class
solutions for handling customer contact anytime, anywhere.
SAP CRM prepares your sales force to be
knowledge needed to turn insight into action, and maintains focus on productive activity to ac
grow and retain profitable relationships.
SAP CRM supports sales forecasting and analytics for historical and predictive information,
territory and account management to optimize and increase efficiency of your sales organization,
opportunity and pipeline management to provide full visibility into potential sales, sales process
and methodologies to leverage company-specific best p

© SAP AG TCRM10 3-11
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Customer Interactions in Service
Key Processes
Service Request, Service Order, and
Contract Administration
Complaint Management
Case Management
Installed Base Management
Knowledge Management
Workflow and Escalation
Management
Workforce Management
Service Planning and
Analytics
tation creation and processing, order creation,
and assignment to the most appropriate field service representative, right through to confirmation
and billing of the work performed for the customer.
SAP CRM Service supports all aspects of service order processing within the service organization,
from responding to the customer's initial inquiry, quo

© SAP AG TCRM10 3-12
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Customer Interaction Channels
Which channels
does an enterprise use to interact with
customers?
M environment due to the different requirements and processes of various industries
ed and web-based accesses offer a single-point of entry for all relevant tasks in marketing,
all systems that are relevant for an employee within a single user
ions offer everywhere and anytime access to the required information and
llment of required business processes via telephony and E-mail
- und E-service platform with personalized,
24x7x365. Customers can access and research information and
r Channel Management with SAP CRM combines Web Channel Management and traditional
CRM to a comprehensive partner management solution (collaboration with resellers, dealers, agents
etc.)
Within the CR
there are existing and supported different interaction channels with customers:
Back-office
Personaliz
sales and service and integrate
interface.
Field Service, Offline-User
Various field applicat
processes of field service employees.
Interaction Center
Via the Interaction Center fulfi
integration is supported.
Web Channel Management
SAP CRM offers a complete E-marketing-, E-commerce
convenient and consistent service
then purchase products or services anytime, anywhere.
Partner Channel Management
Partne

© SAP AG TCRM10 3-13
© SAP AG 2008
SAP CRM Solution Map
SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer
needs and build lasting, profitable customer relationship. SAP CRM enables integrated industry-specific
processes to support customer-facing departments in marketing, sales, and services. Plus, you get a 360-
degree view across all customer touch points and interaction channels – including the Internet, interaction
centers, and channel partners – as well as powerful analytics.
cesses and functions that can increase a company’s ability to compete,
,
try
You can access the SAP Solution Map for SAP CRM on the Service Marketplace via the alias
“solutionmaps”.
Streamlined business processes supported by technology, integrating customers, suppliers and
business partners, is the key to remaining successful in a competitive market. It can be difficult to
visualize, evaluate, and communicate these business processes. With SAP Solution Maps, you can
understand individual solutions quickly and appraise their potential value for your company. They
help focus on the core pro
strengthen relationships with partners, and help a company become closely oriented to the markets
and customers it serves.
The Solution Map is a comprehensive collection of industry-specific and cross-industry solutions
infrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the indus
knowledge and technical expertise SAP has acquired through extensive business experience and
research, Solution Maps outline specific ways that technology can help integrate companies’
existing resources and extend business processes beyond the borders of traditional enterprises.

© SAP AG TCRM10 3-14
© SAP AG 2008
Component Views
Guides to Configuration
Solution Manager
Solution Manager – CRM Content Supports
Implementation
reduce costs, increase revenue, and
dreds of business
CRM Business Content is delivered exclusively with SAP Solution Manager. You can regularly
download updated content from SAP Service Marketplace.
SAP CRM Business Scenarios are designed to help customers
increase customer satisfaction. They support nested business processes in the areas of sales, service
and marketing, and across various communication channels.
The SAP Solution Manager makes pre-configured CRM content in the form of hun
processes available.
The business processes are displayed graphically using SAP Component Views®.

© SAP AG TCRM10 3-15
© SAP AG 2008
Introduction to SAP CRM – Case Study
What is CRM?
SAP CRM – Overview
Case Study

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© SAP AG 2008
Case Study: SAP CRM Solution Overview
55
SAP CRM
Partner Channel
Mgmt
Channel manager
creates lead; partner
creates order
Analyst monitors
various key factors
1010
33 Marketing manager
creates target group and
marketing campaign
Customer calls
Interaction Center
77
SAP CRM
Interaction
Center
SAP
CRM
Solution
44
Customer makes
purchases
in a Web shop
SAP CRM
Web Channel
Sales order is replicated in SAP
Enterprise,
6
and delivery takes place
6
SAP CRM
Sales
Technical service
representative creates service
order and assigns
it to service employee
88
SAP CRM
Service
99
Service employee
provides solution
to customer
Note: The numbers here refer to chapters
SAP CRM
Marketing
SAP CRM
Field Application
mySAP CRM
Analytics
and demonstrate the integration of all the various SAP CRM key capabilities and
case
This case study is also the basis for the course structure that is displayed in the course topics
overview.
To point out
interaction channels this course (especially the exercises) is build up using an integrated CRM
study.

© SAP AG TCRM10 3-17
© SAP AG 2008
Introduction to SAP CRM: Summary
You are now able to:
Explain how SAP CRM is embedded in the business
environment of the SAP Business Suite
Describe the basic SAP CRM key processes of all key
capabilities

© SAP AG TCRM10 3-18

© SAP AG TCRM10 4-1
© SAP AG 2008
Course Topics – Basics and Architecture
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel
Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation

© SAP AG TCRM10 4-2
© SAP AG 2008
Basics and Architecture
Overview of SAP CRM Architecture
Channel Architecture
Introduction into the WebClient User
Interface

© SAP AG TCRM10 4-3
© SAP AG 2008
Basics and Architecture: Objectives
At the end of this unit, you will be able to:
Describe the various components of SAP CRM architecture
List the various channels used in the SAP CRM landscape
Explain the concept and usage of the WebClient User
Interface

© SAP AG TCRM10 4-4
© SAP AG 2008
Case Study: Basics and Architecture
In order to optimize your customer interactions, you intend to
implement different channels within your company, such as
Internet, telephony, field sales, and partners. You therefore
have to become familiar with the SAP CRM system landscape.
Additionally, you wish to provide your employees with an
intuitive and user-friendly interface to carry out their daily
work.

© SAP AG TCRM10 4-5
© SAP AG 2008
Mobile Clients
Web Channel
As a
logical box
ERP System
SAP NetWeaver
Portal
SD
Telephony, E-Mail
CRM System
SAP CRM Architecture Concept
Handhelds
SAP
BI
SAP SCM
Interaction Center
CRM functions and incorporates CRM components as well
),
to other
s P
P
• bile sales representatives and service engineers can access the
-to-date information
• The SAP NetWeaver Portal as a tool that provides you with integrated access to all systems
The SAP CRM solution is the sum of all
as the components SAP Business Intelligence (SAP BI), Supply Chain Management (SAP SCM
and SAP ERP (SAP ECC or SAP R/3).
A central CRM server with system access through various channels and a connection
sy tems are both contained in SAP Customer Relationship Management (CRM), a part of the SA
Business Suite. The following application components are supported in SAP CRM:
• Interaction Center: Using integrated Interaction Center solutions, clients can contact sales or
service representatives by telephone, fax, or e-mail.
• Web Channel (Internet): Internet users may configure and order products or services using SA
CRM Internet components.
Mobile Clients/Handhelds: Mo
SAP CRM system from their laptops or other mobile devices to exchange up
with the central CRM server.
The SAP CRM solution offers you the following, fully-integrated connections:
• The SAP CRM system as a central CRM server with corresponding application components
• The SAP ERP system (SAP ECC or SAP R/3) as a back-end system with tried and true ERP
functions
• The SAP BI system as a data warehouse solution with comprehensive statistical and analysis
functions
• The SAP SCM system as a global Available-to-Promise (ATP) check and demand planning
solution

© SAP AG TCRM10 4-6
© SAP AG 2008
SAP CRM and Other SAP Systems
Plug-In
R/3 Adapter
ERP System
CRM Middleware
BW Adapter
CRM
Enterprise
SAP SCMSAP BW
CRM System
as a
between the
Customizing, master, and
data in both directions.
her the requested items can be delivered on
P
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.
Data is exchanged between the CRM system and a connected ERP system (minimum SAP R/3
Release 3.1I) using the CRM Middleware. A plug-in installed in the SAP ERP system acts
counterpart to the R/3 adapter in the SAP CRM system, supporting data communication
two systems. The data exchange includes the initial transfer of
transactional data to the CRM System, and the transfer of delta
Also a non-SAP ERP system can be connected to SAP CRM.
Sales orders can be entered in the Internet Sales application component, the Interaction Center, a
mobile device, or the CRM server. To confirm whet
time, you need to run the Available-to-Promise (ATP) availability check. The SAP Supply Chain
Management component performs these functions.
The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the SA
CRM solution, and also contains data for consolidation and analysis.

© SAP AG TCRM10 4-7
© SAP AG 2008
CRM Middleware
CRM Server
SAP Web
Application Server
CRM Middleware CRM Server
Applications
• Interaction Center
• Opportunity Mgmt.
• Marketing Planning
• Campaign Mgmt.
• ...
CRM Adapter
(validation
service)
External
Interface Adapter
Groupware
Adapter
R/3 Adapter
Mobile Client
Mobile Clients
BW Adapter
CRM DatabaseCRM Database
CRM middleware is:
An integral part of the
CRM server
The message hub
It requires:
No additional software
No additional installation
No additional server
Advantage:
Lower integration
costs
ampaign
ehouses. A replication procedure guarantees consistent and
it to other formats. Both the ASCII adapter and external interfaces are
provides a proven development
platform, scalability, platform independence, and various other SAP tools. Therefore, the SAP CRM
solution can be configured just as flexibly as an SAP ERP system.
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 Center, Telesales and C
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 war
up-to-date data in the distributed local databases, especially for mobile users. Message queuing
ensures data delivery and processing.
Software adapters are used to connect to external systems. These adapters are responsible for
assigning data and converting
provided for this. The SAP CRM application components also exchange data with the middleware
layer using a CRM adapter.
The SAP CRM component builds on the SAP Basis system, which

© SAP AG TCRM10 4-8
© SAP AG 2008
SAP CRM and Internet Applications
SAP Web Appl.
Server ABAP
CRM Business
Partner
Firewall
Web
Server
Browser
CRM Product
Web Channel
Applications
(B2C, B2B)
Index Server &
Search Engine
Internet Pricing
& Configurator
(IPC)
Firewall
Web Middleware
CRM Order
CRM Product
Catalog
SAP Web Appl.
Server JAVA
…….
…….
purchase products from published catalogs, or to
n
on
nent provides configuration and pricing data for
Within the Web Channel Applications you set up the design, logic etc. of your Web appearance.
With the Internet Sales and Internet Customer Self-Service application components, Internet users
can access the SAP CRM solution to configure and
request a particular service. The shipped, standard templates provide a ready-to-run solution, but ca
also be adjusted to meet individual requirements.
The Internet application components are made available through a Web server. They are based
J2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform.
Product catalogs are exported from SAP CRM to an external index server for faster access to
product data.
The Internet Pricing & Configurator (IPC) compo
Web applications. Since the IPC is designed as a separate component, it ensures the high
performance needed in an Internet environment.
Basic CRM data like Business Partners, Products, Orders etc. have to be maintained and set up in
the CRM system itself and can be used in the Web environment.

© SAP AG TCRM10 4-9
© SAP AG 2008
SAP CRM Interaction Center Architecture
* Communication Management System
(for IC WebClient)
Communication &
Interaction Processes
SAP BI
Backend
System
SAP CRM Interaction Center
CRM Marketing Sales &
Service Processes
ERP Processes
(Logistics, Accounting,…)
CMS* SAP ERP
ax,
communication channels such as telephone and E-mail using a Communication
n
mputer telephony integration, automatic call list distribution,
erage
Beside of ICI the former used connection interface SAPPhone can still be used for upgrading
customers.
The Interaction Center supports various communication channels, such as telephone, E-mail and f
as well as Internet based communication such as Voice over Internet Protocol (VoIP).
You can connect
Management System. This can be SAP BCM (Business Communication Management or a third
party product).
The IC WebClient multichannel options are consolidated using the Integrated Communicatio
Interface (ICI) in the Interaction Center. Through the use of new technology such as eXtensible
Markup Language (XML) and Simple Object Access Protocol (SOAP), the open SAP CRM
Integrated Communication Interface (ICI) supports the integration of SAP CRM solutions with
communication components such as co
interactive voice response, e-mail administration, and chat systems. As a result, companies lev
their existing technology investments.

© SAP AG TCRM10 4-10
© SAP AG 2008
SAP CRM Mobile Sales/Service (Laptop Solution)
Mobile Sales / Mobile Service
Mobile client application with
separate database on the laptop
Workgroup solution
Groupware integration
Local Pricing and
Configuration Engine
Data Synchronization
with CRM Middleware
Filtered and unfiltered
replication
Dependencies between
objects
Territory Management
Realignment
Solution Management
Quick introduction using automatic installation
process
Backup and retrieval
data only
The CRM Middleware provides the necessary functionality for the data replication to mobile clients.
The SAP CRM components Mobile Sales and Mobile Service support a company’s mobile field
sales and service employees.
Users have complete access to all relevant data on their laptops. However, users can access
for their own area of responsibility (for example, all customers in one postal area).
This data is updated by regular data exchange between laptops and the central server. The
communication station serves as a translator between the CRM server and the mobile clients.
The mobile applications are customized using the SAP Mobile Application Studio, an object-
oriented, visual modeling tool.

© SAP AG TCRM10 4-11
© SAP AG 2008
SAP CRM: Data Exchange with Laptops
qRFC
.Net
Mobile
Client
Mobile
Application
Communication
Station
Middleware
Outbound
Queue
Inbound
Queue
Site
Database
Consolidated
Database (CDB)
Transformation
between
.Net
and RFC
such as an SAP ERP Back-End, an SAP
e
rver for data
The Mobile Clients are connected to the CRM Server via the Communication Station.
Basically the CRM Server contains the CRM Middleware, which handles the data exchange with
internal applications and external major components,
Business Information Warehouse or non-SAP systems. The CRM Middleware also synchronizes th
databases of Mobile Clients with the CRM database.
Mobile Clients: usually laptops running the Mobile Sales/Service Application, which may include
the Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE)
Mobile Clients typically connect temporarily (for example, via modem) to the CRM Se
exchange.

© SAP AG TCRM10 4-12
© SAP AG 2008
© SAP 2007 / Page 1
The Continuous Focus on Usability: The SAP UI Roadmap
PCUI
PCUI
IC Web Client
IC Web Client
CRM Web Client
CRM Web Client
CRM 2007
SAPGUI
SAPGUI
d consistent user interface.
t user interface used in CRM 2007 fulfills the above mentioned requirements in
a perfect way and is the result of the UI evolution based on customer and user experiences in
different industries.
An intuitive and user-friendly interface is key for the acceptance and success of a CRM
implementation.
Especially part-time users are expecting an easy-to-use an
Depending on the release SAP has offered different UIs.
The CRM WebClien

© SAP AG TCRM10 4-13
© SAP AG 2008
User Interface Concept – Screen Structure
Work Area
Navigation
Area
Header
ser Interface of CRM 2007 is divided into three main
ation area and header area are also known as L-
• The center part of the screen is the work area.
The screen of the new CRM WebClient U
areas:
• At the top the header area is located.
• On the left the navigation bar is located. Navig
shape.

© SAP AG TCRM10 4-14
© SAP AG 2008
User Interface – L-Shape
The L-shape provides easy global navigation throughout the entire SAP CRM
application. Generic shortcuts for fast data entry, access, and other
information are also included. The L-shape consists of a header (top) and
navigation (left-hand) area.
5
4
3 2
1
6
1.System Links
2.Saved Searches
3.Work Area Title
4.History
5.Navigation Bar
6.Quick Create Links
the entire SAP
The position and size of the L-shape is static and its content can be configured as business-role
dependent.
The L-shape within the user interface provides easy global navigation throughout
CRM application. Generic shortcuts for fast data entry, access, and other information are also
included. The L-shape consists of a header (top) and navigation (left-hand) area.

© SAP AG TCRM10 4-15
© SAP AG 2008
User Interface – Entry Page HOME
The HOME page is the starting point for every user in daily business. It
contains the most important personal information and access to the most
frequently used tools.
y
iled information
•
s today
today
e configured per role.
Furthermore individual personalization by each user is supported.
The HOME page provides:
• A quick, direct overview of the current da
• Hyperlinks to more deta
Predefined content for
- My appointment
- My tasks
- Reports
- Alerts
- Workflow tasks
The available content and screen structure of the HOME page can b

© SAP AG TCRM10 4-16
© SAP AG 2008
The Overview Page provides all important information regarding a single
object in a scrollable format
User Interface – Overview Page
ing a single object in
nd personalized.
tables and hierarchies can be displayed.
on and a set
The overview page contains the hyperlinks for cross navigation to related information.
The overview page provides an overview of all important information regard
display mode. It is structured in assignment blocks which can be configured a
In an assignment block form views,
The overview page is non-editable.
The overview page consists of header information that allows detailed object identificati
of related information.
The overview page is the target page when following a hyperlink to an object instance.

© SAP AG TCRM10 4-17
© SAP AG 2008
Overview Page: Main User Interface Elements
Work area
toolbar
Personalization
Print
Help
Work area
title
Header
area
Assignment
Blocks (ABs)
containing
information
related to this
object
Assignment
Block Toolbar
of the User Interface are:
olbar
• Assignment blocks
The main elements
• Work area title
• Work area to
• Header area

© SAP AG TCRM10 4-18
© SAP AG 2008
Pre-Configured Roles in SAP CRM
The following applications are run with pre-configured roles:
Sales
Marketing
Service
Interaction Center
Partner Channel Management

© SAP AG TCRM10 4-19
© SAP AG 2008
Basics and Architecture: Summary
You are now able to:
Describe the various components of SAP CRM architecture
List the various channels used in the SAP CRM landscape
Explain the concept and usage of the WebClient User Interface

© SAP AG TCRM10 4-20

© SAP AG TCRM10 4-21
Exercises
Chapter:Basics and Architecture
Topic: Navigation in the WebClient User Interface
ou will be able to:
ace
ce
Display information about an account
At the conclusion of this exercise, y
• Log onto the SAP CRM system
• Navigate within the WebClient User Interf
• Personalize the WebClient User Interfa
•
Interface (WebClient UI) in SAP
RM.
1-1
1-1-2 nu for accessing the WebClient
→ Add other objects.
ME
I
default.htm
1-1-3 the role of a sales employee log on to the SAP CRM WebClient User Interface
with Business Role
As a sales employee, you want to display, check and maintain various
information about a business partner (account).
To do this, you use the WebClient User
C
Via SAPGUI log onto the SAP CRM system that is used within the course and
integrate a link for accessing the WebClient UI in your favorites:
1-1-1 Enter the log on data for the SAP CRM system that you receive from your
course instructor.
Create a favorite within the SAP Easy Access me
UI by selecting Favorites
Enter the following data:
Double-click on URL type BSP Application
BSP-Application: CRM_UI_FRA
Description: WebClient U
Start Page:
Select Enter.
In
SALESPRO.
nt when navigating in the SAP CRM WebClient User
Always use the button
General hi
Interface:
when navigating back in the SAP
CRM UI instead of the Back Button of the Internet Explorer!

© SAP AG TCRM10 4-22
1-1-4 li
Nova (St available skins.
Persona ze the general layout of the CRM application and choose the skin
andard) out of the list of
To personalize the general layout choose the personalization area in
the header of the screen:
1-2 aster data of your customer ##Megastore by choosing
in
the field Name 1
Branch to the account m
Account Management → Accounts. Within the search area enter ##Megastore
/ Last name.
Replace ## by your group number (also within every further
exercise)
First of all you would like to see the information regarding the employee
responsible directly within the search result list.
Hint:
1-2-1
ize pages in the
WebClient User Interface.
1-2-2 li
Responsi Name”.
Up to now you are not familiar with the personalization options and
procedure. Use the relevant tool to get help how to personal
Persona ze the result list in the way that a column displaying the Employ
ble will be displayed next to the column “
ee
To personalize the appearance of the search result list use icon
1-2-3
1-2-4
1-2-5
_
1-2-6 ount information you want to integrate also an assignment
e
block will appear at the bottom
of the screen.
1-2-7 In the next step maintain a correspondence text for your account that
##Megastore is interested in notebooks.
on the right side of the search result list.
Go to the ##Megastore’s account data from the search result list.
What is the address of ##Megastore?
____________________________________________________________
____________________________________________________________
Name several interactions our sales team had with ##Megastore in the past.
___________________________________________________________
____________________________________________________________
Within the acc
block that allows you to maintain notes for the account. Personalize th
account detail screen in the way that a new

© SAP AG TCRM10 4-23
In future you are responsibl1-3 e for all ##Megastore accounts. For efficiency reasons
in the
aved search.
1-3-3 Log off in the role of a sales employee (SALESPRO).
1-4 ent links for accessing features for future units in this course
(like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP
Easy Access menu.
you would like to create a saved search with the search criteria *Megastore
field Name 1 / Last name.
1-3-1 Create a new saved search with the description ## account search.
1-3-2 Select the affected accounts by choosing your created s
To prepare the differ

© SAP AG TCRM10 4-24

© SAP AG TCRM10 4-25
Solutions
Chapter Basics and Architecture:
Topic: Navigation in the WebClient User Interface
1-1
1-1-2 sing the
usly created link for accessing the WebClient UI, enter your log
Via SAPGUI log onto the SAP CRM system that is used within the course and
integrate a link for accessing the WebClient User Interface in your favorites:
1-1-1 Enter the log on data for the SAP CRM system that you receive from your
course instructor.
Create a favorite within the SAP Easy Access menu for acces
WebClient UI by selecting Favorites → Add other objects.
Select the path Favorites → Add other objects in the system and enter the
data listed in the exercise.
1-1-3 In the role of a sales employee log on to the SAP CRM WebClient User Interface
with Business Role SALESPRO.
Select the previo
on data and choose the Business Role SALESPRO out of the list of offered
Business Roles.
1-1-4 Personalize the general layout of the CRM application and choose the skin Nova
(Standard) out of the list of available skins.
Branch to the personalization area of the general CRM application by choosing
Personalize ( ) in the header area of the
perlink Personalize Layout and choose the skin Nova
(Standard).
Save your changes.
1-2
Account Management → Accounts. Within the search area enter ##Megastore in
Select Account Management in the Navigation bar and choose the hyperlink
the Search Criteria area enter ##Megastore in the field Name 1 / Last name and
1-2-1 yee
ot familiar with the personalization options and
rocedure. Use the relevant tool to get help how to personalize pages in the
screen. Select the hy
Branch to the account master data of your customer ##Megastore by choosing
the field Name 1 / Last name.
Accounts within the block Search in the work area.
In
press Search. In the Result List your customer ##Megastore should appear.
First of all you would like to see the information regarding the emplo
responsible directly within the search result list.
Up to now you are n
p
Web User Interace.

© SAP AG TCRM10 4-26
You can use the in the WebClient User Interface integrated Help Center
(located in the upper right area of the screen).
In this case choose the Help Center and branch to Personali
the navigation area on the left side to get more information.
P
R
zing Pages in
1-2-2 ersonalize the result list in the way that a column displaying the Employee
esponsible will be displayed next to the column “Name”.
seWithin the arch result list choose the Personalize button on the right side.
To personalize the appearance of the search result list use icon
on the right side of the search result list.
elect Employee Responsible out of the Available Columns and press the
utton Move to Right to bring it to the Displayed Columns. To place it near
m Up
until you have reached the required position.
S
b
to the column “Na e” select the entry Employee Responsible and use
Use icon Up to place the
1-2-3
1-2-5 st.
1-2-6 ithin the account information you want to integrate also an assignment
column to the required position.
Go to the ##Megastore’s account data from the search result list.
Choose the hyperlink ##Megastore in the column Name within the Search
Result List. The system will lead you to the detailed account data.
1-2-4 What is the address of ##Megastore?
The address of ##Megastore can be identified in the block Main Address
and Communication Data within the assignment block Account Details.
Name several interactions our sales team had with ##Megastore in the pa
Scroll down to the assignment block Interaction History and press on the
text to open the Interaction History. List the different interactions like
appointments, opportunities etc. that can be identified in the Interaction
History.
W
block that allows you to maintain notes for the account. Personalize the
account detail screen in the way that a new block will appear at the bottom

© SAP AG TCRM10 4-27
of the screen.
r
and choose th
same way as you did already personalization in exercise 1-2-2.
In the uppe right side of the Account screen select the button Personalize
e assignment block for Not yed. Do this in thees to be displa
For this kind of personalization (activating of further assignment
blocks) use the pencil icon in the upper right side.
In the next step maintain a correspondence text for your account that
##Megastore is interested in notebooks.
e
the
1-3 In futur
therefo
*Mega
1-3-1 reate a new saved search with the description .
e 1 /
1-3-2 Select the affected accou
Choose your just created saved search
WebClient UI and press all ##Megastore accounts
will be displayed.
1-2-7
Select the button New in the Notes assignement block. Choose the text typ
Correspondence and enter a text. Choose Back to branch back to
Account overview sceen.
e you are responsible for all ##Megastore accounts. For efficieny reasons
re you would like to create a saved search with the search criteria
store in the field Name 1 / Last name.
C ## account search
In the search screen for Accounts enter *Megastore in the field Nam
Last name. Enter the description ## account search in the field Save
Search As and select the button Save.
This search is now available in the saved searches.
nts by choosing your created saved search.
in the upper right corner of the
Go. The result list with
screen.
You can find your saved searches in the upper right corner of the
.
1-3-3 Log off in the role of a sales employee (SALESPRO).
To prepare the different links for accessing featu1-4 res for future units in this course
(like web-shops etc.) enter transaction ZLINKS within your favorites in the SAP
Easy Access menu.
Within the SAP Easy Access menu select Favorites → Insert transaction and
enter transaction code ZLINKS.

© SAP AG TCRM10 4-28

© SAP AG TCRM10 5-1
© SAP AG 2008
Course Topics – SAP CRM Marketing
Unit:
1. Introduction to SAP CRM
2. Basics and Architecture
3. SAP CRM Marketing
4. SAP CRM Web Channel
5. SAP CRM Partner Channel
Management
6. SAP CRM Sales
7. SAP CRM Interaction Center
8. SAP CRM Service
9. SAP CRM Field Applications
10. SAP CRM Analytics
11. SAP CRM Implementation & Operation

© SAP AG TCRM10 5-2
© SAP AG 2008
SAP CRM Marketing
Marketing Plan and Campaign Creation
Target Group Selection
Campaign Execution
Campaign Automation Overview
Trade Promotion Management (TPM)
Overview

© SAP AG TCRM10 5-3
© SAP AG 2008
SAP CRM Marketing: Objectives
At the end of this unit, you will be able to:
Describe planning, targeting, and executing functionality in
SAP CRM Marketing Planning and Campaign Management
Create and launch a campaign
Describe campaign automation functionality
Explain the Trade Promotion Management (TPM) process in
general

© SAP AG TCRM10 5-4
© SAP AG 2008
Case study: SAP CRM Marketing
33 Marketing manager
creates target group and
marketing campaign
SAP CRM
Solution
44
Customer makes
purchases
in a Web shop
SAP CRM
Web Channel
SAP CRM
Marketing
Note: The numbers here refer to chapters
p. We get in touch
with business partners, who provide feedback and let us know how interested they are in the new
product line. Business partners who do not answer will be called at a later date.
Our company wants to sell more notebooks to a specific group of customers. As the Marketing
Manager, you are responsible for creating and executing a campaign.
At the same time, we want to present a new product line to a specific target grou

© SAP AG TCRM10 5-5
© SAP AG 2008
SCM
ERP
BI
CRM
Integrating SAP CRM Marketing
Planning / Analysis
Back Office
(Supply Planning)
Channels:
• Mobile
• Interaction
Center
• Web
• Partner
• External
Channels
Examples:
"Sales call"
activity
Call lists
E-mail
Lead creation
Preparation for
mailingPreparation Executor
Feedback
to BI, ERP, and SCM
(for example, success messages, orders)
ling (integration with BI). You may
l your campaign was:
n)?
• And of course you want to have an overview of your costs (ERP integration).
Marketing functions are highly integrative:
Before execution, you define key figures and carry out schedu
also have to check whether it is possible to manufacture and deliver the promoted goods (SCM
integration, usually used for Trade Promotion Management).
You are particularly interested to know how successfu
• What do the sales department's figures look like?
• How many contracts were awarded as a result of your campaign (BI integratio

© SAP AG TCRM10 5-6
© SAP AG 2008
Marketing Element Definitions
Strategical Planning Level:
Marketing Plan
• Defining strategic goals
• Targeted market share, budget, etc.
• Top-down allocation to brand, region etc.
Operative Level:
Campaign/Promotion (Operative Doing)
• Defining event characteristics
• Dates, objectives, tactics, etc.
• Defining execution parameters
• Products, prices etc.
• Defining intended audience (customer
segmentation)
• Execution
Marketing Plan
2nd Quarter
BeveragesCereals
Call Center E-Mail
Target
Group
Product
1st Quarter
Marketing Project
Hierachy Example
campaigns are the elements of a hierarchically built marketing project.
•
his way budgets and deadlines are taken into consideration. A marketing
e any number of marketing plan elements to structure a marketing plan in the form of
. You can assign one or more campaigns to each marketing plan.
•
ailing actions, product promotions, and telemarketing. Criteria such as target groups,
d execution. Campaigns can be broken
• You can only assign campaign elements to campaigns.
Marketing plans and
Marketing Plans:
A marketing plan is used for strategic marketing planning, that is, for planning a concrete
marketing concept. T
plan could form, for example, the basis for next year's costing in the Marketing department. It is
a management tool.
• You can us
a hierarchy
Campaigns:
Campaigns serve operative marketing planning. They describe actions that are carried out, for
example m
products, documents, people responsible, and the budget are defined in the campaign for these
activities.
• Campaigns are used for operative marketing planning an
down into campaign elements.

© SAP AG TCRM10 5-7
© SAP AG 2008
Data Sources for Segmentation
BW Query
are used for segmentation
InfoSet Marketing Attribute Set
for example, sales
volume
for example, postal code for example, hobbies
ion:
)
r
eristics are then grouped together, creating characteristic groups. If you have assigned the
characteristics to a business partner, you can edit them accordingly and use them to select a target
group.
Three data sources are available for target group select
• SAP BW reports (Business Warehouse InfoCube
• InfoSets consisting of your own ABAP queries
• Marketing attributes from the business partner master data
In SAP BW, InfoCubes and reports allow you to select a business partner for a target group using
master data, profiles or transaction data.
The InfoSet from your own ABAP queries evaluates general data from the business partner maste
record and can be used to select target groups according to address, for example.
You can enter your own marketing characteristics directly in the business partner master record.
Charact

© SAP AG TCRM10 5-8
© SAP AG 2008
Locator Area
Staging Area
Details Area
Segmentation
tributes into the
You can then combine the characteristics in various different ways. You can merge them, remove a
characteristic from a profile, or create an OR relationship.
In the Graphical Modeler, you model marketing profiles by dragging and dropping at
staging area. You can combine the attributes for the selection as required beforehand. That is, you
can combine them by using And or Or within an attribute or by using attribute lists.

© SAP AG TCRM10 5-9
© SAP AG 2008
Profile Sets, Profiles, and Target Groups
Profile Set
A profile set is a type of folder for profiles, target groups, and
subgroups.
Profile
A profile is a finite list of characteristics and their values that
make up the "profile" of a business partner.
A profile has to be assigned to a profile set.
Target Group
A target group is a finite list of business partners that match a
corresponding profile/profile set. It can be created manually.
A target group must be assigned to a profile or profile set
(subset).
s or target groups assigned.
s may exist within a set.
is already assigned to one profile set cannot be assigned to another (instead, the
y copying).
her set or profile.
get groups can be used in the Marketing Planner.
The
Segment Builder then works only with business partners who belong to the chosen master group.
Example: The master group contains German business partners only. The group is assigned.
Profile Sets:
Sets do not have to have profile
Subset
Profile:
A profile cannot be assigned to different sets.
Profiles do not have to have target groups assigned.
A profile that
profile must be recreated b
Target Group:
A target group that is already assigned cannot be assigned to anot
Only active tar
Master Groups:
Master groups limit all business partners to a particular group for the process of segmenting.

© SAP AG TCRM10 5-10
© SAP AG 2008
Working in the Graphical Modeler
Pick, Drag and Drop
Keep Remove
Split
Profile Target Group
Create Target Group
to the
r cursor is positioned over an existing profile, the functions Split,
ing your cursor on the appropriate function and
You cannot move profiles from one profile set to another; however, you can copy existing profiles.
Attributes are combined together to form attribute sets, on the basis of which customer profiles are
created.
The graphic above illustrates the three possibilities open to you, using the Split, Keep, and Remove
functions in the Graphical Modeler:
You can access each function by dragging the relevant attribute(s) from the component area
staging area. As soon as you
Keep, and Remove can be selected by plac
releasing the mouse button.
Each profile must belong to a profile set.
A profile can belong to only one profile set.
A profile can exist without any target group assigned to it.
No more than one target group can be assigned to a profile.
For a given profile, no more than one target group can have the status active.

© SAP AG TCRM10 5-11
© SAP AG 2008
Campaign Execution – Example Channel: E-Mail
Marketing
Plan
Campaign
Target
Group
Business
Partner 1
Business
Partner n
...
Activity 1
Campaign Planning
Assigned
Mail Form
Campaign Execution
Activities are created when the
execution is started.
Activity n
Activity n
the campaign) and a script. A call list is
completing the
results of the conversation, thereby updating the activity. This
erred to SAP BI for reporting and monitoring purposes.
mpaign, the script is replaced with a mail form. During the execution stage, the
ls are sent to the business partners in the target group.
Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open
channel for which you can define your own methods.
This slide details an example of the telemarketing campaign process.
A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a
target group (a finite list of business partners selected for
generated from the target group. The call list includes business partner information as well as
relevant information required for the Interaction Center.
Using the script and the call list, the IC agent calls the customers on the list. After
call, the agent records the
information is then transf
Example: E-Mail channel
In an e-mail ca
specified e-mai
Other channels:

© SAP AG TCRM10 5-12
© SAP AG 2008
Personalizing Mail Forms
To: Sarah Smith
From: info@yourshop.com
Subject: Special Offer!
Dear Sarah,
We would like to draw your attention
to the new offers posted on our Web
site. Go on, take a look ...
Computer Bestseller
• PC: Campus PC 3000
• Notebook: HT-1011
@ www.PC4You.com/bestsellers
Special offers for your Dog
• "Cosy" Dog Bed
@ www.dog4you.com/bestsellers
Substitution of variables
(for example, from BP master data)
Link text
w/ parameterization
Link text
w/ parameterization
Display this text block if the
recipient is 25 or older and is
interested in IT.
Display this text block if
the recipient likes dogs.
Conditions:
Conditions:
Personalized text
blocks
ly.
The Web shop and the Interaction Center can also be personalized. Here you can define product
proposals for a specific profile or target group only, or globally for all customers.
There are two ways in which you can personalize a mail form:
By using variables (such as first name, last name, business partner’s address)
By using several text blocks. These can be included all the time or only if certain conditions app

© SAP AG TCRM10 5-13
© SAP AG 2008
Campaign Execution – Example Channel: Telephone
Marketing
Plan
Marketing
Plan
CampaignCampaign
Target
Group
Target
Group
Business
Partner 1
Business
Partner 1
Business
Partner n
Business
Partner n
...
Activity 1Activity 1
Activity nActivity n
SAP
BI
Campaign Planning
Assigned
Script
Assigned
Script
Call List
During the call, the
assigned script is used in
the Interaction Center.
Call List
During the call, the
assigned script is used in
the Interaction Center.
Campaign Execution
Activities are created at the start of
the transaction and updated during
the telephone conversation.
The results of the call can be
saved in BI for evaluation.
the campaign) and a script. A call list is
completing the
ecords the results of the conversation, thereby updating the activity. This
hen transferred to SAP BI for reporting and monitoring purposes.
Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open
channel for which you can define your own methods.
This slide details an example of the telemarketing campaign process.
A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a
target group (a finite list of business partners selected for
generated from the target group. The call list includes business partner information as well as
relevant information required for the Interaction Center.
Using the script and the call list, the IC agent calls the customers on the list. After
call, the agent r
information is t
Other channels:

© SAP AG TCRM10 5-14
© SAP AG 2008
Campaign Automation
Campaign Automation
Graphical user interface for designing and implementing
event-controlled, real-time campaigns
Multiwave / Multichannel support
Rule-based decision tree logic,
based on:
Customer profiles
Survey results
Customer behavior
en
process depends on the individual
a
campaign in the best way. In this way, you can divide the initial target group meaningfully into
different campaign elements (for example, that correspond to different channels or offers).
Campaign automation enables you to define marketing procedures that can meet the real-time
individual requirements of each customer.
Campaign automation enables you to automate your multi-wave marketing campaigns across
multiple channels.
To achieve this, campaigns are modeled as processes in which customers/prospects flow betwe
individual action points (campaign elements).
Campaign modeling can set up the campaign in such a way that it runs automatically from the
planning phase onwards, eliminating the need for further manual intervention.
The way a customer/prospect is routed through the campaign
response.
All customer-relevant channels are taken into consideration.
MORE scenario: In campaign automation, you can use an optimization element to structure

© SAP AG TCRM10 5-15
Trade Promotion Management – Process Overview
1. Headquarter planning
Consensus plan
Sales budgeting
Schedule creation
2. Account planning
Pre-analysis
Event planning
Promotion planning
5. Evaluation &
analysis
KPI reporting
Syndicated
data
Funds tracking
4. Retail execution, validation & settlement
FSR support
Invoicing
Payments
1
2
34
5
3. Sell-in & negotiation
Proposal generation
Demand planning
Flexibility
© SAP AG 2008
ion takes place within a specific time period and aims to increase brand capital, brand
ts or
• dgeting. This is also known as ‘top-
d
• y
agers (KAM). KAMs perform ‘bottom-up’ planning and gain sell-in with his
•
hat is participating in the promotion and many times uses a survey to check that
• rformance and the overall effect
they on the bottom line. For example, companies will want to know how much revenue was
generated and what the effect on their Profit and Loss statement.
Trade promotions are representing marketing activities used by industries that sell into the retail
channel or through brokers or wholesalers (like consumer products).
A trade promot
awareness, and market share. It is also used to increase sales volume or to launch new produc
product lines.
The Trade Promotion Management (TPM) process typically consists of the following steps:
Initially companies start with Headquarter planning and bu
down’ planning. Essentially all plans and budgets come from the ‘top’, i.e. vice presidents an
senior management, and then is delivered to lower levels.
Next, there is account planning, which most often involves field representatives, such as ke
account man
accounts. He is in charge of the promotion negotiations, including the time frame and the
conditions.
After the KAM does his account planning and gains retailer buy-in, a field sales representative
visits the retailer t
the agreement is being upheld, i.e. the goods are where they are supposed to be on the shelves at
the agreed price.
Lastly, evaluation and analysis is key to understand promotion pe

© SAP AG TCRM10 5-16
Integration of Trade Promotion Management
Trade Funds Management
Trade Claims Management
SAPNetWeaver BI
SAP ERP
SAP SCM (APO)
Trade Promotion
Management
© SAP AG 2008
ctions from the following applications with Trade Promotion Management
F
You can integrate fun
(TPM):
unds management:
With Funds Management, finance professionals are able to see at a glance in their Funds
Checkbook their exact budget, committed amounts, approved claims and how much cash is le
to spend, allowing full visibility and control of promotional spending. Because of this, finance
professionals are able to accurately plan and real-time monitor their activities. Additionally,
Funds Management allows for the creation of multi-dimensional budgets to be used solely for
Trade Promotion Management or for use with Market Development Funds. Moreover, CRM
accruals management i
•
ft
s fully integrated into Trade Promotion Management, Claims Management
fore allows companies to become compliant with Sarbanes-Oxley and FASB
C
and ERP, and there
accounting standards.
laims management:
With Claims Management, companies have access to full claim management processes across the
financial value chain. Companies are able to
•
utilize form-based validation, allowing them to only
ll deduction management capabilities,
S
pay valid claims. Additionally, claims Management has fu
including chargeback and write-off options.
AP NetWeaver Business Intelligence (SAP NetWeaver BI):
SAP Net• Weaver BI can be used to provide a complete overview of past and current promotional
nce, which simplifies the planning process and allows quick reaction to changes in the
S
performa
market.
AP ERP:
SAP ERP is used to finalize cl• aims and to close promotional accounts upon final settlement. SAP
rocessing (generated from trade promotions) and
SAP Suppl
ERP tracks all receipts relevant for rebate p
automatically posts accruals.
y Chain Management (SAP APO):
• You can use demand planning with TPM to ensure adequate supply during promotional periods.

© SAP AG TCRM10 5-17
© SAP AG 2008
SAP CRM Marketing: Summary
You are now able to:
Describe planning, targeting, and execution functionality in
CRM Marketing Planning and Campaign Management
Create and launch a campaign
Describe campaign automation functionality
Explain the Trade Promotion Management (TPM) process in
general

© SAP AG TCRM10 5-18

© SAP AG TCRM10 5-19
Exercises
Unit: SAP CRM Marketing
Topic: Create and launch a campaign
At the conclusion of this exercise, you will be able to:
Create and launch a campaign•
et group and the mail form have already been created. Therefore you
paign, assign all the necessary elements and then start
.
1-1 paign Manager and
1-1-1 Create a new campaign with the following entries:
You have decided to send out e-mails to promote a special notebook. The
targ
now create the cam
it
Log on to the WebClient User Interface in the role of a Cam
create a campaign.
Field Values
Identification (ID) C/4100-G##
Description Promotion Group##
Type Product Promotion
Planned Start Today
Planned End In one week
1-1-2 Enter the campaign details like Communication Medium and E-Mail Form:
Field Values
Communication Medium E-mail
Form for E-Mail SAPCRM
E-Mail Address Chris Nelson
1-1-3
Choose the marketing segment SAPCRM TG Group## (use the input help
in the Segment Description field).
Enter the segment (target group) you would like to address with this
campaign:

© SAP AG TCRM10 5-20
1-2 Optional:
hange Sandra ##Turner’s E-mail address.
il
1-3 uted successfully.
1-3-1 paign and save your status change.
execution of the campaign immediately.
1-3-3 anager (MARKETINGPRO).
1-3-4 sent E-mail in the SAP GUI:
pen the Inbox. You will find the sent mail in your Unread Documents
You can open the E-mail by double-clicking it.
If you changed the E-mail-address in 1-2, you