Major CRM Scenarios with most common Business Processes
- Interaction Center (Telesales, Customer Service & Support, Complaint Management)
- Field Applications (Mobile Sales, Mobile Service)
- Web Channel (Mobile) (Internet Sales Business-To-Business (B2B), Business-To-Consumer (B2C))
- Marketing (Trade Promotion Management, Campaign Management)
- Sales (Sales Order Management, Activity Management)
- Service (Service Order Management, In-House Repair)
Differences between CRM Releases
- CRM 4.0 based on Web AS 6.20
- CRM 5.0 based on Web AS 7.00 (IPC runs on VMC which is a kind of Java VM included in kernel)
- CRM 5.1, 5.2 based on Web UI focusing on BSP, but with limitation with SAPGUI
- CRM 2007 Enhancement of BSP based Web UI: CRM WebClient User Interface
CRM Server Architecture
- A CRM Server consists of a Web Application Server ABAP(mandatory) + Java(optional) with a common database, of the CRM Server Applications and Business Objects and the CRM Middleware.
- A Web AS ABAP (+ Web AS Java) combines to be the SAP Web Application Server, and it connects to the CRM database directly as the last connecter of CRM DB. (From CRM 5.0)
- The CRM Server Applications contain the Interaction Center, E-commerce, Marketing Planning, Campaign Management, etc, which fully covers the CRM functionalities.
- The Business Objects contains the Products, Business Partner, Business Transaction, etc. These Business Objects partially inherit some original R/3 business objects in SD or Marketing, but now they are somehow special for CRM use. Some business objects in CRM are different from those with the same name in ERP.
- The CRM Middleware contains kinds of CRM Adapters such as XIF (xml/IDoc) adapter, R/3 adapter, Mobile Client adapter, BW adapter, CRM adapter, ASCII adapter, etc.
- Two Additional Scenarios: PCUI (Web Access to the system) and Groupware (Mailbox related).
(still updating)