SAP CRM Technology Overview

Right from the beginning of its entry into the CRM market, SAP pursued a strong imaginative and prescient to deliver not solely a collection of entrance-workplace purposes however a platform enabling true finish-to-finish support for all customer-related processes, providing measurable worth to our customers. The distinctive worth proposition of mySAP CRM is illustrated by the following:
  1. Linked CRM
  2. Collaborative CRM
  3. Industry-Particular CRM
  4. People-Centric CRM
Related CRM is the top-to-finish course of support for all business transactions relevant to advertising,gross sales, and repair - modeling the whole buyer interaction life cycle and thereby tying Enterprise Useful resource Planning (ERP) and CRM techniques tightly together.Collaborative CRM is the business processes that stretch beyond enterprise boundaries to seamlessly combine partners resembling resellers, dealers, and so on.

Industry-Particular CRM Prospects are asking for true finish-to-finish assist for processes particular to their industry and particular business environment. SAP is the only vendor who can really deal with this,leveraging both 30+ years of experience in 21 industries and the superior linked CRM architecture.Folks-Centric CRM offers ease-of-use for workers, partners, and customers by intuitive,function-primarily based, and customized access for CRM users to all relevant content from a quantity of sources and functions by means of a portal.

Customer Relations with CRM

Advertising Analytics, Campaign Management, Telemarketing, E-Advertising and marketing, Lead Management.Sales Analytics, Account and Contact Management, Alternative Administration, Telesales, Subject Sales (Mobile Gross sales, Handheld Sales), E-Selling, Web Pricing and Configuration, Order Acquisition.Fulfillment Analytics, Logistics Administration, Credit Administration, Billing.Service Analytics, Buyer Care and Helpdesk, Contracts and Put in Base Management,Enterprise Intelligence, Field Service and Dispatch, E-Service

Architectural overview

mySAP CRM relies on SAP NetWeaver, which is a complete and dependable platform for demanding applications. SAP NetWeaver supports your entire life cycle of applications by means of growth, deployment, and operation.mySAP CRM expertise provides a robust, open integration platform for customer-centric businesses.Deep integration with other applications, corresponding to ERP or information warehouses, is essential for a complete CRM solution. With the combination dealer as an integral part of mySAP CRM, there aren't any additional software, further set up, and extra servers required. The mixing dealer of mySAP CRM provides out-of-the-box integration with other mySAP™ Business Suite options, which reduces implementation costs.Assist for open Web requirements is essential for collaborating with other vendors. mySAP CRM provides native support of Internet standards, such because the Extensible Markup Language (XML), the Simple Object Access Protocol (SOAP), and RosettaNet, which protects investments and cuts costs. Its built-in, data change technology is the bottom for a comprehensive and central administration surroundings of the complete system panorama, which reduces the overall cost of ownership. Without constructed-in integration that is provided by a solution corresponding to mySAP CRM, integration prices would usually account for more than half of the general value of an average CRM implementation.

With mySAP CRM know-how and structure, prospects can rely upon an evolutionary resolution
that solves the demanding challenges of at this time’s enterprises.SAP NetWeaver is the subsequent era of SAP’s know-how platform. SAP NetWeaver replaces and significantly extends mySAP Know-how, the native infrastructure for collaborative enterprise functions, primarily based on open standards, which was introduced in 2001.

Key Capabilities of SAP NetWeaver
  1. People Integration - Comprises all expertise designed to deliver the fitting performance and the right information to the proper people. Its key enabling capabilities include the portal infrastructure,staff collaboration instruments, and multi channel entry (for example, zero-footprint Internet entry, online and offline cellular access, and voice access).
  2. Info Integration - Summarizes all of the management of structured information (enterprise intelligence, master data management) and unstructured information (knowledge administration).
  3. Process Integration - Contains the completely different capabilities required to run processes throughout methods, from elementary providers (routing and transformation) to full blown enterprise process management.
  4. Application Platform - Supports J2EE and Superior Business Software Programming (ABAP) in one frequent setting, providing abstraction from particular databases and working systems. ABAP is an SAP programming language.
  5. Across or in parallel to these four ranges, SAP NetWeaver offers Life Cycle Administration as effectively as the Composite Utility Framework. Life Cycle Administration ensures the help of design, growth, deployment, and alter administration of an entire business solution. The Composite Utility Framework permits SAP and its companions to create new purposes concentrating on cross-practical business processes by means of instruments, frameworks, guidelines, and methodologies.
The mySAP CRM resolution is constructed on top of SAP NetWeaver and contains:
  1. Individuals Integration - mySAP CRM helps a complete set of technical interaction channels (Web, cell devices, and the interaction middle) all through all sales, service, marketing, and analytical actions and applications. mySAP CRM is absolutely based mostly on a portal person interface (People Centric CRM).
  2. Information Integration - With analytical CRM, mySAP CRM has incorporated enterprise intelligence as a compulsory a half of the solution. The content material management capabilities offered by SAP Enterprise Portal is utilized in mySAP CRM by the CRM Information Center.
  3. Process Integration - There are two options to integrate mySAP CRM into existing system landscapes: CRM Middle ware and the SAP Exchange Infrastructure. CRM Middle ware is a lightweight, build-in integration know-how, which is installed together with the CRM enterprise applications on the CRM Server. CRM Middle ware is optimized for CRM processes and may be used for small system landscapes (with a good integration to SAP R/3 back-finish programs). The SAP Trade Infrastructure is SAP’s resolution for big integration projects.
  4. Software Platform - Both Java/ABAP personalities of SAP Internet Utility Server are used by mySAP CRM. CRM Enterprise purposes are implemented in ABAP. Different purposes, especially these with high demand for customer-specific adoptions like e-commerce, use the Java a half of SAP Net Software Server.
mySAP Customer Relationship Administration (my SAP CRM), which is a half of the mySAP Business Suite, features a central CRM server, which gives entry to the system by way of various channels, and connection to other systems. The following capabilities are supported in mySAP CRM:
  1. Interaction Middle: The integrated Interaction Heart permits prospects to make use of phone, fax, or e-mail to contact sales or service representatives.
  2. Web entry: Customers can configure and order products or services using the Web elements of mySAP CRM.
  3. Mobile purchasers and handheld gadgets: The cell sales pressure or cell service engineers can join to the SAP CRM system from their laptop computers or other cellular terminals to trade the most recent information with the central CRM server.
The mySAP CRM solution affords the next totally built-in connections:
  1. The SAP CRM system as a central CRM server with its utility components
  2. SAP R/3 as a back-end system with proven ERP functions
  3. The SAP BW system as a data warehouse solution with complete statistical and analytical prospects
  4. The SAP APO system as a worldwide Available-to-Promise (ATP) test and demand planning solution
  5. The SAP Enterprise Portal as a tool that provides integrated access to all methods
The CRM Server is scalable, since it's based mostly on a SAP Internet Application Server (formerly: SAP Basis System). The SAP Internet Utility Server supplies SAP foundation technology and the ABAP workbench as a development surroundings identified to many software developers.The CRM Server comprises the CRM Server Purposes and the primary components of the CRM Middle ware. The CRM database is the central database for the CRM Server Applications.The principle parts of the CRM Middle ware present the next functionality:
  1. Data queuing and transport,
  2. Replication and realignment service, which ensures that Cell Shoppers or external techniques receive the information they require
  3. Knowledge change and mapping.
The info trade between the CRM Middle ware and external methods is performed via adapters.The adapters map and convert data between various formats.?? The CRM System supports the handling of CRM business objects, like prospects and prospects,activities and opportunities, products and product catalogs in quite lots of CRM parts like Web Sales, Service Interaction Heart, Telesales, Marketing campaign Administration and various others. The CRM Server Functions change knowledge with the CRM Middle ware via the CRM Adapter.The SAP Net Utility Server is the successor of the SAP Foundation System. The kernel launch used with CRM 4.0 is 6.20.

Knowledge is exchanged between the CRM system and a connected OLTP R/3 system (release 3.1I and later) primarily by manner of the CRM Middle ware. A plug-in put in on the OLTP R/3 system acts as a counterpart to the R/3 adapter, supporting the communication of knowledge between the two systems. The data exchange consists of an initial transfer of customizing, master, and transactional knowledge to the CRM system, as nicely as delta knowledge in both directions.Sales orders are entered within the Web Gross sales application part, Interaction Heart, Cellular Consumer or the CRM server. To verify whether the requested gadgets can be delivered on time, you must carry out the Out there-to-Promise (ATP) check. The SAP Superior Planner and Optimizer (SAP APO) performs these functions. SAP APO is used in mySAP Provide Chain Management and will be integrated seamlessly with the mySAP CRM solution.The SAP Enterprise Info Warehouse (SAP BW) is used as a knowledge source for part of the mySAP CRM solution, but also accommodates information for consolidation and analysis.


  1. CRM Server: The CRM Server accommodates the CRM Middle ware, which handles the information exchange with inside applications and external major parts, comparable to an SAP R/3 Again-End, an SAP Enterprise Data Warehouse or non-SAP systems. The CRM Middle ware additionally synchronizes the databases of Cell Shoppers with the CRM database. The CRM Server is built upon the SAP Web Utility Server, formerly known as the SAP R/3 Basis.
  2. Mobile purchasers: often laptops working the Cellular Sales/Service Application, which may embrace the Gross sales Configuration Engine (SCE) and the Gross sales Pricing Engine (SPE). Mobile Shoppers sometimes join briefly (for example, through modem) to the CRM Server for knowledge exchange. They could also be completely linked to the Server. The Cellular Purchasers are related to the CRM Server through the Communication Station.
  3. SAP R/3 Back-Finish: it's a customary SAP R/3 Again-Finish with an R/3 Plug-In for information trade with the CRM Server.
  4. BW: the Business Data Warehouse is the SAP information warehouse solution.
  5. Non-SAP Techniques: the CRM Middle ware can exchange messages with non-SAP ERP programs through commonplace interfaces, for example, XML - SOAP.
  6. Solid strains: everlasting network connections; dotted strains: temporary (for instance, modem) connections.
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