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MySAP CRM System Architecture and Design Introduction

mySAP Buyer Relationship Administration

mySAP.com, because the collaborative e-business platform, is a comprehensive, integrated,and pure framework for deploying CRM (Customer Relationship Management) solutions. CRM is a time period that, on first impression, might mean how a firm manages the relationship with its buyer in a unidirectional manner. In fact, CRM software is supposed to facilitate the frequent job of employees, clients,and business companions in any sisuation, second, or location.

Customer Relationship Administration is a GLOBAL business strategy, designed for optimizing . . . advantages, revenue and buyer satisfaction, organizing the corporate round totally different customer segments, and linking all the business course of from the shoppers to the providers. The know-how that may accomplish this technique is called CRM technology.

The key of the investments in CRM technology is to provide a better data of the customers by rising the contact and providing a greater interaction and by using all the communication channels, integrating the corporate again-office capabilities and business processes with these of the customers.

The CRM domain comprises three big know-how areas:

1. TES (technology enabled promoting)
2. CSS (customer service and support)
3. TEM (expertise enabled advertising and marketing)

TES is often known as gross sales automation and is referred to the purposes that allow selling using all of the required sales channels. The elements embrace: sales of services and products outdoors the boundaries of the company or SFA (sales power automation); telesales throughout the company and utilizing the accessible sources such as Net, telephone, fax, and e-mail; gross sales of companions’ merchandise (e-partners);Internet-based mostly selling (e-gross sales); and retailing. The target of TES is to integrate expertise with optimum enterprise processes to supply a continuous enchancment of the effectivity of the gross sales crew by optimizing each gross sales channel.

CSS is the know-how in charge of the postsales course of: it is accountable for retaining, sustaining, and extending the connection with the customer as quickly as the product or service is sold. Elements within CSS are name management, Webbased self-service, technical support, and get in contact with heart, including any contact channel with clients, akin to voice, Web, e-mail, fax, video, traditional mail, and so on.

TEM is also known as advertising automation, that is, the analysis and automation of the advertising and marketing processes. The standard metrics of market share and penetration must be accurately complemented with other figures, such because the life cycle or customer profitability. TEM parts include: tools for producing constant and legitimate knowledge and information, software program for data evaluation, and a CMS (Marketing campaign Management System) for the design and comply with-up of campaigns utilizing a number of channels.

CRM and mySAP

Below the solid umbrella of the enterprise course of concept and the entire functional chains of the SAP R/3 methods, CRM throughout the mySAP.com strategy is an open solution that helps all those duties that are customer pushed, both operational and analytical, utilizing three elementary channels: the Web, the worldwide relationship heart (contact center), and private contact.

The mySAP CRM resolution links digital commerce, the provision chain, financial administration, and human resources with the worldwide business technique and the integration level provided by the again-finish OLTP (R/three) systems. The mySAP CRM answer features a central CRM server (a mySAP Basis R/3 system or a SAP Net Application Server in later releases), which is linked to at the least one or several OLTP (R/3) methods and has the potential for integrating other mySAP components and quite a lot of other extensions for supporting a number of methods of accessing the system. Depending on the channel or channels of approaching customers and the requirements of each firm, not all CRM elements need to be installed.



CRM system could be accessed in a number of other ways:

  1. Directly from the traditional SAPGUI interface, identical to some other R/three system, by the corporate staff
  2. By means of the mySAP Workplace portal and utilizing the specific roles inside mySAP CRM
  3. Using the Web to configure and buy each services and products using the CRM Internet parts
  4. Gross sales representatives engineers utilizing their transportable units to exchange data
  5. All channels, including cellphone, fax, and e-mail, for contacting sales representatives or service engineers using a complete contact center mySAP CRM System Architecture
The mySAP CRM system is constructed over a SAP Basis (SAP Net Utility Server) system, together with the traditional R/3 instruments similar to User Interface Builder, ABAP Editor, Knowledge Modeler, ABAP Dictionary, Debugger, Report Builder, Multilanguage Assist, Efficiency Monitor, or the CATT (Laptop Aided Test Device).

The main capabilities two principal parts:

1. One component or layer supports data exchanged with other methods: cellular shoppers, back-end programs, and the enterprise warehouse. This part is recognized as the middleware. For the mobile purchasers, a replication mechanism ensures, in a constant manner, the update of the data to local databases. A particular point out have to be made to the adapters, which can be utilized for linking the CRM system to other exterior methods, validating and normalizing different data formats.

2. The other component is the Application layer, together with Web gross sales, telesales, call heart, campaign administration, and others that manage business objects, resembling prospects or prospects, actions, alternatives, products, and catalogs.

The three scenarios into which the complete mySAP CRM answer is commonly divided are:

1. Web gross sales
2. Cell sales
3. CIC (Contact Information Middle)

Web Sales

Since release 3.1H, SAP R/3 included the On-line Store as an IAC (Internet Utility Element), and subsequently had performance for promoting through the Web. It is apparent that as electronic commerce evolves, the Internet-based promoting eventualities must cowl each the precise realization of selling as effectively as different promoting traits, such because the advertising campaigns and so on. That's, it must additionally embrace those tools and facilities included inside the mySAP CRM solution, equivalent to:

1. Product catalog
2. One-to-one advertising
3. Promotions
4. Shopping basket management
5. Registration for brand spanking new customers
6. Payments
7. Order monitoring

From a technical point of view, these transactions for looking, looking, and handling of multimedia files are clearly positioned exterior the SAP R/3 back-finish systems.

The Web sales is a four-tier architecture: Logistics Execution, Business Service, Interaction, and Presentation.



Summary the components for the Web Gross sales situation:

1. To supply the performance for an Web browser, the system requires not much less than an ITS (Web Transaction Server).

2. The merchandise catalogs are exported from the CRM system to an exterior index server for sooner access. Those catalogs and multimedia information are saved throughout the CRM system in the component often identified as SAP Information Provider (KPRO) before being printed in the index server.

3. The IPC (Web Pricing and Configurator) part offers the value and configuration options for the products. This data is obtained from the again-finish SAP system, ensuring the sooner entry required for Web-primarily based scenarios.

4. The IPC part and the CRM system are linked not directly by the ITS. The changes within the configuration and prices once the initial download from the R/three is completed are carried out in an incremental way.

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