SAP ABAP CRM (Customer
Relationship Management)
Overview of SAP CRM
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3 Agenda
• Introduction
• Benefits
• Architecture
• Content Type
• One Order Framework
• Master Data Management
• Creating Master Data
• Structure of Transaction
• Transaction Type
• Creating Transaction Type
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2 Overview of CRM
Introduction
• SAP Customer Relationship Management is known as
integrated customer relationship management
module by SAP .
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2 Overview of CRM
Introduction
• That helps any organization to achieve their
business goals and allows them to perform all
Customer Relationship tasks efficiently.
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2 Overview of CRM
Introduction
• SAP CRM is part of SAP ERP (Enterprise
Resource Planning) business suite and is
used to implement customize business
processes related to Customer
Relationship management CRM and to
integrate with SAP and non–SAP systems.
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2 Overview of CRM
Introduction
• SAP CRM allows an organization to achieve customer satisfaction by meeting the service
expectation and providing products required by customers.
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2 Overview of CRM
Benefits
It allows to You can use It provides
1 use cross-
industry and
2 flexible and
process-
3 you an open
adaptable
industry- based technology
specific end- deployment platform
to-end options. powered by
business SAP
processes NetWeaver
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2 Overview of CRM
Architecture
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2 Overview of CRM
Content Type
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2 Overview of CRM
One Order Framework
• The One Order model in SAP CRM has proven a very successful, convincing and stable basis for
SAP CRM transactions for many years.
• It is easily extensible, and developing new data sets or features can be accomplished in an add-
on style, keeping the influence on existing logic at a minimum.
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2 Overview of CRM
One Order Framework
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2 Overview of CRM
Master Data Management
• The product master data management system
triggers a corresponding change to the Material in
SAP CRM.
• The product manager wants to create an entirely
new product line, as opposed to a single product, so
it makes sense to create many products at once
using bulk services
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2 Overview of CRM
Creating New Master Data
• A new product is created in the product master data management system.
• The product master data management system triggers creation of a Material in SAP CRM.
• A product is changed in the product master data management system.
• The product master data management system triggers a corresponding change to the Material
in SAP CRM
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2 Overview of CRM
Business Processes in SAP CRM
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2 Overview of CRM
Structure of Transactions
• Any company specific business processes can be
flexibly controlled and managed with the
Business Transactions in SAP CRM.
• SPRO path -> Customer Relationship
Management -> Transactions -> Basic Settings
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2 Overview of CRM
Transaction Type structure:
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2 Overview of CRM
Creating Transaction Data
• To do this go to Transaction SPRO -> SAP
Reference IMG –> Customer Relationship
Management -> UI Framework Definition ->
Technical Role Definition –> Transaction
Launcher -> Configure Transaction Launcher.
• In the Wizard , give the Launch transaction id
and Click Continue button.
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2
Q&A Session
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