sap crm lean campaign management by raju

8/9/2019 sap crm lean Campaign Management by raju

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CRM 2007

September 2008

English

CRM Lean Campaign

Management (C22)

SAP AGDietmar-Hopp-Allee 1!1!0 "all#or$ German%

&'il#ing &lo() Con$ig'ration G'i#e



SAP Best Practices CRM *ean Campaign Management +C22, Con$ig'ration G'i#e

Copyright

. Cop%right 2008 SAP AG/ All rights resere#/

o part o$ this p'bli(ation ma% be repro#'(e# or transmitte# in an% $orm or $or an% p'rpose itho't thee3press permission o$ SAP AG/ 4he in$ormation (ontaine# herein ma% be (hange# itho't prior noti(e/

Some so$tare pro#'(ts mar)ete# b% SAP AG an# its #istrib'tors (ontain proprietar% so$tare(omponents o$ other so$tare en#ors/

Mi(roso$t5 "in#os5 E3(el5 6'tloo)5 an# PoerPoint are registere# tra#emar)s o$ Mi(roso$tCorporation/

&M5 D&25 D&2 niersal Database5 6S925 Parallel S%sple35 M:S9ESA5 A;5 S9<!05 AS9=005 6S9<!056S9=005 iSeries5 pSeries5 3Series5 >Series5 S%stem i5 S%stem i?5 S%stem p5 S%stem p?5 S%stem 35S%stem >5 S%stem >!5 >96S5 A@P5 ntelligent Miner5 "ebSphere5 et$init%5 4ioli5 n$ormi35 i?96S5P6"ER5 P6"ER?5 P6"ER?5 6penPoer an# PoerPC are tra#emar)s or registere# tra#emar)s o$&M Corporation/

A#obe5 the A#obe logo5 A(robat5 PostS(ript5 an# Rea#er are either tra#emar)s or registere# tra#emar)so$ A#obe S%stems n(orporate# in the nite# States an#9or other (o'ntries/

6ra(le is a registere# tra#emar) o$ 6ra(le Corporation/

;5 ;96pen5 6S@915 an# Moti$ are registere# tra#emar)s o$ the 6pen Gro'p/

Citri35 CA5 Program eighborhoo#5 Meta@rame5 "in@rame5 :i#eo@rame5 an# M'lti"in are tra#emar)sor registere# tra#emar)s o$ Citri3 S%stems5 n(/

H4M*5 ;M*5 ;H4M* an# "<C are tra#emar)s or registere# tra#emar)s o$ "<CB5 "orl# "i#e "ebConsorti'm5 Massa(h'setts nstit'te o$ 4e(hnolog%/

aa is a registere# tra#emar) o$ S'n Mi(ros%stems5 n(/

aaS(ript is a registere# tra#emar) o$ S'n Mi(ros%stems5 n(/5 'se# 'n#er li(ense $or te(hnolog%inente# an# implemente# b% ets(ape/

Ma3D& is a tra#emar) o$ M%S* A&5 Se#en/

SAP5 R9<5 m%SAP5 m%SAP/(om5 3Apps5 3App5 SAP et"eaer5 D'et5 PartnerE#ge5 an# other SAPpro#'(ts an# seri(es mentione# herein as ell as their respe(tie logos are tra#emar)s or registere#tra#emar)s o$ SAP AG in German% an# in seeral other (o'ntries all oer the orl#/ All other pro#'(tan# seri(e names mentione# are the tra#emar)s o$ their respe(tie (ompanies/ Data (ontaine# in this#o('ment seres in$ormational p'rposes onl%/ ational pro#'(t spe(i$i(ations ma% ar%/

4hese materials are s'be(t to (hange itho't noti(e/ 4hese materials are proi#e# b% SAP AG an# itsa$$iliate# (ompanies +FSAP Gro'pF, $or in$ormational p'rposes onl%5 itho't representation or arrant%o$ an% )in#5 an# SAP Gro'p shall not be liable $or errors or omissions ith respe(t to the materials/ 4heonl% arranties $or SAP Gro'p pro#'(ts an# seri(es are those that are set $orth in the e3press arrant%statements a((ompan%ing s'(h pro#'(ts an# seri(es5 i$ an%/ othing herein sho'l# be (onstr'e# as(onstit'ting an a##itional arrant%/

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Icons

Icon Meaning

Ca'tion

E3ample

ote

Re(ommen#ation

S%nta3

Typographic Conventions

Type Style Description

Example text "or#s or (hara(ters that appear on the s(reen/ 4hese in(l'#e $iel#names5 s(reen titles5 p'shb'ttons as ell as men' names5 paths an#options/

Cross-re$eren(es to other #o('mentation/

Example text Emphasi>e# or#s or phrases in bo#% te3t5 titles o$ graphi(s an# tables/

E;AMP*E 4E;4 ames o$ elements in the s%stem/ 4hese in(l'#e report names5program names5 transa(tion (o#es5 table names5 an# in#ii#'al )e%or#s o$ a programming lang'age5 hen s'rro'n#e# b% bo#% te3t5 $ore3ample5 SE*EC4 an# C*DE/

Example text S(reen o'tp't/ 4his in(l'#es $ile an# #ire(tor% names an# their paths5messages5 so'r(e (o#e5 names o$ ariables an# parameters as ell asnames o$ installation5 'pgra#e an# #atabase tools/

EXAMPLE TEXT e%s on the )e%boar#5 $or e3ample5 $'n(tion )e%s +s'(h as F2, or the

ENTER )e%/

Example text E3a(t 'ser entr%/ 4hese are or#s or (hara(ters that %o' enter in the

s%stem e3a(tl% as the% appear in the #o('mentation/ <Example text> :ariable 'ser entr%/ Pointe# bra()ets in#i(ate that %o' repla(e these

or#s an# (hara(ters ith appropriate entries/

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Contents

Con$ig'ration G'i#e////////////////////////////////////////////////////////////////////////////////////////////////////////////////// ?

1 P'rpose//////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////?

2 Preparation/////////////////////////////////////////////////////////////////////////////////////////////////////////////////////?2/1 Prere'isites////////////////////////////////////////////////////////////////////////////////////////////////////////////?

2/2 SAP ote/////////////////////////////////////////////////////////////////////////////////////////////////////////////////?

< Con$ig'ration//////////////////////////////////////////////////////////////////////////////////////////////////////////////////

</1 &asi( Campaign Con$ig'ration////////////////////////////////////////////////////////////////////////////////

</1/1 De$ining 6be(ties/////////////////////////////////////////////////////////////////////////////////////////

</1/2 De$ining 4a(ti(s///////////////////////////////////////////////////////////////////////////////////////////////

</1/< De$ining Campaign 4%pes96be(ties94a(ti(s//////////////////////////////////////////////////7

</1/= Maintaining Sen#er A##resses $or E-Mail///////////////////////////////////////////////////////8

</2 Mar)eting Calen#ar/////////////////////////////////////////////////////////////////////////////////////////////////!

</2/1 Assigning Graphi( Pro$ile $or Mar)eting Calen#ar///////////////////////////////////////////!

</< Campaign E3e('tion//////////////////////////////////////////////////////////////////////////////////////////////10

</</1 De$ining Partner Determination Pro(e#'re////////////////////////////////////////////////////10

</</2 Maintaining 6rgani>ational Data Pro$ile////////////////////////////////////////////////////////11

</</< De$ining 4ransa(tion 4%pe $or Mar)eting A(tiities////////////////////////////////////////12

</</= ntera(tion 6be(t De$inition//////////////////////////////////////////////////////////////////////////1=

</</=/1 De$ining ame o$ ntera(tion 6be(t in Appli(ations/////////////////////////////1=

</</=/2 A(tiating ntera(tion 6be(t in Appli(ations/////////////////////////////////////////1=

</</=/< De$ining @ollo-p 4ransa(tion 4%pes $or ntera(tion 6be(t///////////////1?

</</? Comm'ni(ation Strateg% De$inition///////////////////////////////////////////////////////////////1

</</?/1 De$ining @ile E3port :ariant//////////////////////////////////////////////////////////////////1

</</?/2 De$ining @ile Storage *o(ation//////////////////////////////////////////////////////////////17

</</?/< De$ining Comm'ni(ation Me#i'm/////////////////////////////////////////////////////////17

</</ Mail @orms////////////////////////////////////////////////////////////////////////////////////////////////////1!

</<//1 Creating S're% R*////////////////////////////////////////////////////////////////////////////1!

</<//2 Maintaining Mail @orms/////////////////////////////////////////////////////////////////////////20

</<//< Creating E-Mail A((o'nt $or &'siness Partner//////////////////////////////////////2<

</= E3ternal *ist Management/////////////////////////////////////////////////////////////////////////////////////2=

</=/1 De$ining "or)$lo $or E3ternal *ist Management//////////////////////////////////////////2=

</=/2 De$ining *ist 4%pe//////////////////////////////////////////////////////////////////////////////////////////2

</=/< De$ining *ist 6rigin////////////////////////////////////////////////////////////////////////////////////////2

</=/= De$ining ploa# @ile//////////////////////////////////////////////////////////////////////////////////////27

</=/? Maintaining Mapping @ormat $or E3ternal *ists/////////////////////////////////////////////28

</=/ A(tiating Che()s +6ptional,/////////////////////////////////////////////////////////////////////////<0

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Configuration Guie

! "urpose

4his (on$ig'ration g'i#e proi#es the in$ormation %o' nee# to set 'p the (on$ig'ration o$ thisb'il#ing blo() man'all%/

2 "reparation

#2#! "rere$uisites

&e$ore starting ith the installation o$ this b'il#ing blo()5 please see the #o('ment QuickGuide to Installing SAP Best Practices for CRM /

4he e3e('tion o$ (ampaigns ia (all lists re'ires the installation o$ the b'il#ing blo() CRMInteraction Center +C78,

#2#2 S%" &otes

&e$ore %o' begin the installation an# (on$ig'ration5 rea# the releant SAP otes/ 4hese SAPotes (ontain important in$ormation $or installation an# (on$ig'ration5 an# also (orre(tions(on(erning this b'il#ing blo()/

Ma)e s're that %o' hae the most 'p-to-#ate ersion o$ SAP otes/ Io' (an $in# the SAPotes on the SAP Seri(e Mar)etpla(e +http://service.sap.com/notes ,/

S%" &ote Component Title

CRM System

708??7 CRM-M4-EA*+E3ternal *ist Management,

E*M 4ro'bleshooting

72?!! CRM-M4-SEG-E;+nter$a(e E3e('tion,

@ile e3port - sample implementation &A#open

!7?72 CRM-M4-SEG-4GR A##itional in$ormation abo't the Segment&'il#er

4he $olloing notes (ontain in$ormation regar#ing the sen#ing o$ e-mails $rom SAP s%stem/Re$er to these notes i$ %o' e3perien(e problems ith the sen#ing o$ mails $rom (ampaigns/

=??1=0 &C-SR:-C6M Con$ig'ration o$ e-mail5 $a35 paging or SMS'sing SM4P

101?7< &C-SR:-C6M-4 nternet Mail Gatea% :ersions

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' Configuration

#'#! asic Campaign Configuration

'#!#! Defining *+ectives

,se

n this a(tiit%5 %o' (an #e$ine obe(ties $or (ampaigns an# (ampaign elements/

4he al'es that %o' #e$ine here (an be sele(te# $rom the inp't help $or the obe(tie $iel#/4his $iel# is lo(ate# on the Basic Data tab page in the Mar)eting Planner/

4he obe(tie is an optional (riterion +together ith the (ampaign t%pe an# priorit%5 $ore3ample, b% hi(h eal'ations o$ the s'((ess o$ a (ampaign (an as ell be r'n in the

&'siness n$ormation "areho'se/

"roceure

1/ A((ess the a(tiit% 'sing the $olloing naigation options

Transaction coe SPRO

S%" CRM IMG menu Customer Relationsip Management → Marketing →

Marketing Planning and Campaign Management → Basic

Data → Define !"#ecti$es

2/ n the CRM Marketing Planning% !"#ecti$es ie maintain the $olloing #ata

*+ective Description (-&) Description (D-)

I002 &ran# Aareness Mar)enbe'sstsein

I00< C'stomer A('isition 'n#ena)'isition

I00= n(rease (ons'mer aareness ErhJh'ng #es 'n#enbe'sstseins

I00? C'stomer Retention 'n#enbin#'ng

I00 Pro#'(t n$ormation Pro#')tin$ormation

I007 *ea# Generation *ea#generier'ng

Result

e obe(ties $or (ampaigns an# (ampaign elements hae been #e$ine#/

'#!#2 Defining Tactics

,se

n this a(tiit%5 %o' #e$ine the ta(ti(s $or (ampaigns an# (ampaign elements or tra#epromotions an# tra#e promotion elements/

4he al'es that %o' #e$ine here are then shon in the inp't help $or the &actic $iel#/ Io' (an$in# this $iel# on the Basic Data tab page/

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n (ase %o' eal'ate the (ampaign or tra#e promotion in the &'siness n$ormation"areho'se5 %o' (an 'se this $iel# to report on the e$$e(tieness o$ these ta(ti(s/

"roceure





Data → Define &actics

2/ n the CRM Marketing Planning% &actics ie maintain the $olloing #ata

Tactic Description (-&) Description (D-)

I002 M'ltiple strategies Mehr$a(hstrategien

I00< Pro#'(t Presentation Pro#')tprKsentation

I00= 4ra#e Sho :er)a'$seranstalt'ng

Result

Some ne ta(ti(s $or (ampaigns an# (ampaign elements or tra#e promotions an# tra#epromotion elements hae been #e$ine#/

'#!#' Defining Campaign Types.*+ectives.Tactics

,seCampaign t%pes are an optional $eat're in the Mar)eting Planner an# are 'se# to help(ategori>e in#ii#'al (ampaigns or tra#e promotions +$or e3ample5 telephone or e-mail(ampaigns,/ 4he (ampaign t%pe is one o$ the attrib'tes o$ a (ampaign hi(h (an be 'se# to(ompare the s'((ess rate o$ #i$$erent (ampaigns/ 4here are no restri(tions to the n'mber or(ategor% o$ (ampaign t%pes %o' ma% #e$ine/ n the Mar)eting Planner5 the% (an be sele(te# inthe $iel# Campaign &'pe on the tab page Basic Data/Io' (an also (reate an# assign obe(ties spe(i$i(all% $or a pre#e$ine# (ampaign t%pe an#9or(reate pairs o$ obe(ties an# ta(ti(s $or this (ampaign t%pe/ 4hese m'st $irst be #e$ine#'n#er Define !"#ecti$es an# Define &actics respe(tiel%/

"roceure


Transaction coe SPR6



Data → Define &'pes(!"#ecti$es(&actics

2/ Choose )e* Entries

/iel name ,ser action an values

4%pe

+Des(ription,

I002

E Pro#'(t PromotionDE Pro#')t-Promotion

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Categor% Campaign

Campaign Specific Attri"utes

Co'pon o (o'pon

</ Sele(t the nel% (reate# (ampaign t%pe I002 an# assign the $olloing (ombination o$obe(ties an# ta(ti(s to this t%pe on the ies &'pes ( !"#ecti$es an# &'pes (!"#ecti$es ( &actics

Campaign Type *+ective Description Tactic Description

I002 I002 &ran# Aareness I00< Pro#'(t Presentation

I00= 4ra#e Sho

I002 I00< C'stomer A('isition

I002 I00= n(rease (ons'meraareness

I002 I00? C'stomer Retention

I002 I00 Pro#'(t n$ormation

I002 I007 *ea# Generation

Result

A ne (ampaign t%pe has been (reate# an# maintaine#/

'#!#0 Maintaining Sener %resses for -1Mail

,se

n this a(tiit%5 %o' enter the e-mail a##ress that is to appear as the sender+s a##ress $or there(ipients o$ a mar)eting e-mail/ Io' nee# to ma)e this setting i$ %o' are planning an e-mailmar)eting (ampaign/

n the Mar)eting Planner %o' enter this a##ress on tab page Cannels $or the mar)etingelement to hi(h the target gro'p is assigne#/

n a##ition to a sen#er a##ress5 %o' (an also enter an a##ress that is to appear as the repl' a##ress in the e-mail/ 4his enables %o' to spe(i$% to separate a##resses here nee#e#/

"roceure




Marketing Planning and Campaign Management →

Personali,ed Mail → Maintain Sender Addresses for E-Mail

2/ Choose )e* Entries ./01/

</ Enter the $olloing al'es $or the ne mail a##ress

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Ient Mail %ress Reply

IM4LADR mar)etingNCRM (lientO/NCRM s%stem DO/r</sap-ag/#e+e/g/ mar)eting100/(s8/r</sap-ag/#e,

Mar)etingDepartment

=/ Choose Sa$e .Ctrl2S1/

Result

Io' hae #e$ine# the e-mail a##ress that is to appear as the sender+s a##ress $or there(ipients o$ a mar)eting e-mail/

#'#2 Mareting Calenar

,se

4he mar)eting (alen#ar is #esigne# to a(t as a (entral entr% point an# to proi#e a or)ingarea that gies %o' an oerie o$ all promotional eents ithin a (ertain time range5proi#ing basi( in$ormation5 s'(h as the name o$ the promotion5 stat's an# time range in the$orm o$ bars/ t also allos %o' to (reate ne promotions or (ampaigns b% (reating a bar#ire(tl% in the appropriate time range an# to res(he#'le an% o$ %o'r planne# a(tiities b%moing or stret(hing this bar/ Io' (an also #elete the a(tiit% or (op% it elsehere/

'#2#! %ssigning Graphic "rofile for Mareting Calenar

,se

n this a(tiit% %o' enter all o$ the graphi( pro$iles that %o' ish to ma)e aailable in the 'ser

settings $or the mar)eting (alen#ar/ Io' m'st ma)e an entr% here be$ore %o' 'se the(alen#ar/ 4he pro$ile #e$ines ho the (alen#ar is #ispla%e#5 $or e3ample5 the (olors5 shapesan# so on/

Io' (an also #e(i#e on the (olor $or ea(h (ampaign t%pe +t%pe ie, an# $or ea(h stat's+stat's ie, $or eer% graphi( pro$ile/

De$a'lt

4here are $o'r stan#ar# graphi( pro$iles

• 4he $irst three pro$iles are (olor pro$iles an# 'se (olor as the #i$$erentiating $a(tor/

• Pro$iles 1 an# 2 'se the hole (olor palette/

• 4he thir# pro$ile #oes not 'se the (olor green/

• 4he $o'rth pro$ile 'ses templates to #i$$erentiate beteen the #i$$erent graphi( elements/

"roceure




Marketing Planning and Campaign Management → Marketing

Calendar → Assign Grapic Profile for Marketing Calendar

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2/ Highlight the $olloing graphi( pro$ile

Graphics ID ar "rofile

1 All Colors - Pro$ile 1

</ n or#er to maintain spe(i$i( (olors $or #i$$erent (ampaign t%pes sele(t ie Campaign

&'pes an# assign the (olors a((or#ingl% b% (hoosing )e* Entries/GraphicsID (Campaign) Type (Layer) Type

1 0001 0<

1 I002 12

All (olors are alrea#% assigne# to #i$$erent stat'ses/

Result

o %o' hae s'((ess$'ll% assigne# the graphi( pro$iles $or the releant (ampaign t%pes tothe mar)eting (alen#ar/

#'#' Campaign -3ecution

'#'#! Defining "artner Determination "roceure

,se

n this a(tiit%5 %o' #e$ine partner #etermination pro(e#'res that the s%stem 'ses toa'tomati(all% enter partners in b'siness transa(tions/ 4he partner $'n(tions an# a((essse'en(es %o' hae #e$ine# are bro'ght together here/ "hen %o' #e$ine a ne pro(e#'re5%o' assign it to a transa(tion (ategor% or an item obe(t t%pe5 an# enter re'ire# an#man#ator% partner $'n(tions/ 4hese are the partner $'n(tions the s%stem loo)s $or intransa(tions/ Io' maintain settings $or ea(h partner $'n(tion5 an# list hi(h $'n(tions are#ispla%e# in the transa(tion #o('ment hea#er/ "hen %o' later assign this pro(e#'re to atransa(tion t%pe or an item (ategor%5 the settings %o' ma)e here are ali# in transa(tions o$that t%pe or $or items o$ that (ategor%/

"roceure



S%" CRM IMG menu Customer Relationsip Management → Basic /unctions→

Partner Processing → Define Partner Determination

Procedure

2/ Highlight stan#ar# pro(e#'re 33333334 Business Acti$ities an# 'se it as (op% template$or the ne pro(e#'re 53333363 Marketing Acti$ities +ith all #epen#ent entries,/

</ Highlight the ne pro(e#'re 53333363 Marketing Acti$ities an# (hoose ie Partner/unctions in Procedure/

=/ Choose )e* Entries an# a## a ne partner $'n(tion ith the $olloing #ata

/iel name ,ser action an valuesPartnerDetPro( I00000=0 Mar)eting A(tiities

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Partner @'n(tion 0000001= Emplo%ee Responsible +CRM,

General

Changeable +i$,

o/ o$ 6(('rren(es +*oest, 1

o/ o$ 6(('rren(es +Highest, 1

Default 7alues

Calen#ar maintenan(e

Address

Changeable a##r/

Partner Determination

A((ess se'en(e 0008 Pre(e#ing Do('ment -O ser

?/ Delete partner $'n(tion 33333344 Person Responsi"le .CRM1/

/ Choose ie 8ser Interface Settings an# ma)e the $olloing entries $or the nepro(e#'re 53333363 Marketing Acti$ities at Hea#er S(reen


Partner @'n(tion1 0000000! A(tiit% Partner +CRM,

Partner @'n(tion2 0000001? Conta(t Person +CRM,

Partner @'n(tion< 0000001= Emplo%ee Responsible +CRM,

7/ Sae %o'r entries/

'#'#2 Maintaining rgani4ational Data "rofile

,se

4he p'rpose o$ this a(tiit% is to (reate a ne organi>ation #etermination pro$ile that allos%o' to #etermine the responsible organi>ational 'nit b% means o$ the assignment o$ therespe(tie s%stem 'ser5 hi(h (reates a b'siness transa(tion5 in the organi>ational mo#el/

"rere$uisites

4he organi>ational mo#el has been (reate# an# all persons (reating b'siness transa(tions inthe CRM s%stem are assigne# to an organi>ational 'nit - either as 'ser or as b'sinesspartners ith an assigne# 'ser/

4he stan#ar# organi>ational #etermination r'le 933339:6 Q 8ser orgunit e3ists in the CRMs%stem/

"roceure

1/ A((ess the a(tiit% 'sing one o$ the $olloing naigation options

Transaction coe CRMCL6RGPR6@

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S%" CRM IMG menu Customer Relationsip Management → Master Data →

!rgani,ational Management → !rgani,ational Data

Determination Cange Rules and Profiles Maintain

!rgani,ational Data Profile

2/ 4o (reate the ne organi>ational #ata #etermination pro$ile 533333333339 per$orm the$olloing steps

</ Choose )e* Entries an# enter the $olloing al'es

"hen (reating ne #ata man'all% +not 'sing the &C-Set, $or both lang'ages +Ean# DE,5 %o' nee# to maintain translation-sensitie #ata +#es(riptions5 titles5 te3tset(/, ti(e5 a$ter haing logge# on the s%stem ith the appropriate lang'age +Ean#9or DE,/

/iel -ntry

Pro$ile I00000000001

&P Sales 6rg/ Data Pro$ile - Co'ntr%9Reg +E,&P : 6rg/ Datenpro$il - *an#9Region +DE,

S(enario Sales

Determination Rules

6rgani>ational Mo#el Determin/ R'le 100001 +Det/ a((/ to partner attr/ +Reg5 (o'ntr%,,

Responsibilities Determin/ R'le

Mandator'

Sales 6rgani>ation

Distrib'tion Channel

Sales 6$$i(e

=/ Choose Sa$e an# sele(t a ('stomi>ing re'est i$ re'ire#/

Result

A ne organi>ational #ata #etermination pro$ile has been (reate#5 rea#% $or being assigne# toone or more CRM b'siness transa(tions/

'#'#' Defining Transaction Type for Mareting %ctivities

,se

A transa(tion t%pe #e$ines the properties an# (hara(teristi(s o$ a b'siness transa(tion +$ore3ample5 sales or#er5 seri(e re'est5 sales (all,5 an# #e$ines the (ontrol attrib'tes +$ore3ample5 te3t #etermination pro(e#'re5 partner #etermination pro(e#'re5 stat's pro$ile5organi>ational #ata pro$ile,/ A transa(tion t%pe (ontrols the pro(essing o$ a spe(i$i( b'sinesstransa(tion/ A transa(tion t%pe is assigne# to one or seeral b'siness transa(tion (ategories+$or e3ample5 a(tiit%5 sales,/ 4he b'siness transa(tion (ategor% #etermines the b'siness(onte3t in hi(h the transa(tion t%pe (an be 'se# +$or e3ample5 seri(e5 sales5 a(tiit%,/ 4hismeans that one b'siness transa(tion (ategor% is the lea#ing b'siness transa(tion (ategor%/4his (ategor% is not relate# hierar(hi(all% to other b'siness transa(tion (ategories5 b't

represents a pre$eren(e/ A sales transa(tion ith b'siness a(tiit% #ata o'l#5 $or e3ample5be more li)el% to hae sales as lea#ing b'siness transa(tion (ategor% than b'siness a(tiit%/4he p'rpose o$ this a(tiit% is to re#'(e an# a#apt the re'ire# transa(tion t%pes/

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"hen sen#ing mar)eting e-mails to a gro'p o$ ('stomers (ontaining in a target gro'p theintention is to (apt're this in$ormation as an o'tbo'n# mar)eting a(tiit%/ @'rthermore theb'siness pro(e#'re re'ires a separate inbo'n# a(tiit% in (ase the ('stomer #e(lines thetra#e sho parti(ipation/

n this (ase the mar)eting a(tiit% !ut"ound E-Mail has to be (reate# as ne transa(tiont%pe/

"roceure



S%" CRM IMG menu Customer Relationsip Management → &ransactions → Basic

Settings→ Define &ransaction &'pes

2/ Choose )e* Entries an# enter the $olloing al'es


4ransa(tion 4%pe I00?

&P M4 6'tb/ E-Mail +E,&P M4 A'sg/ E-Mail +DE,

General

Des(ription &P 6'tbo'n# Mar)eting E-Mail +E,&P A'sgehen#e Mar)eting E-Mail +DE,

*ea#ing 4ransa(tion Categor% &S200012 &'siness A(tiit%

Commitment Date Commitment Date is not (al('late#

Profiles

4e3t Det/ Pro(e#'re AC40000<

Partner Determ/Pro(/ I00000=0

Stat's Pro$ile CRMAC4:

6rg/ Data Pro$/ I00000000001

Partner @'n(tion 6RG 000 A(tiit% Partner

Date Pro$ile 000000000002

&ransaction )um"ering

o/Range 6be(t CRMLAC4:

nt/o/Range o 01

</ Choose ie Assignment of Business &ransaction Categories an# highlight transa(tion(ategor% Business Acti$it' $or this transa(tion t%pe/

=/ Choose ie Customi,ing eader an# maintain the $olloing #ata


General

Categor% E-Mail

Default Data

Priorit% Me#i'm

Goal Aro'se nterest

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Dire(tion 6'tbo'n#

?/ Sae %o'r entries/

'#'#0 Interaction *+ect Definition

#'#'#0#! Defining &ame of Interaction *+ect in %pplications

n this a(tiit%5 %o' #e$ine the name o$ the intera(tion obe(t in %o'r appli(ation/ Io' sho'l#enter this name $or eer% lang'age %o' 'se/ 4his name +$or e3ample5 (ampaign (onta(t, is#ispla%e# hen maintaining the intera(tion obe(t in appli(ations +$or e3ample5 a(tiities5ntera(tion Center,/

$ %o' #o not enter a name here5 the name Interaction !"#ect is 'se# b% #e$a'lt/

"roceure



S%" CRM IMG menu Customer Relationsip Management → Basic /unctions→

Interaction !"#ect → Define )ame of Interaction !"#ect in

Applications

2/ Choose )e* Entries an# maintain the $olloing al'es


S(enario CRM Mar)eting Mass Campaignsame Campaign Conta(t

</ Sae %o'r entries/

#'#'#0#2 %ctivating Interaction *+ect in %pplications

n this a(tiit% %o' #e$ine all appli(ations in hi(h %o' (an 'se the intera(tion obe(ts/

"roceure



S%" CRM IMG menu Customer Relationsip Management → Basic /unctions →

Interaction !"#ect → Acti$ate Interaction !"#ect in Applications


%ppl# %ctv#

@a(t Sheet

A(tiities 9 A((o'nt an# Conta(t Management

ntera(tion Center "inClient

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%ppl# %ctv#

ntera(tion Center "ebClient


#'#'#0#' Defining /ollo51,p Transaction Types for Interaction*+ect

n this a(tiit%5 %o' #e$ine hi(h b'siness transa(tions (an be 'se# in the #o('ment $lo as$ollo-'p transa(tions $or intera(tion obe(ts +6,/ 4o #o this5 $irst a## the transa(tion t%pe %o're'ire/ 6nl% the #o('ments that belong to the transa(tion t%pes (an be generate# ass'((essors to the 6 +in appli(ation Acti$ities,/

n the se(on# stage o$ ('stomi>ing5 %o' #e$ine ho the b'siness partner o$ the intera(tionobe(t is trans$erre# to the $ollo-'p transa(tion/ &e(a'se the 65 'nli)e b'siness transa(tionss'(h as the a(tiit%5 #oes not possess an% partner $'n(tions5 the 's'al (op% (ontrol b% the

partner $'n(tions (annot be 'se#/@or this reason5 %o' m'st #e$ine ho b'siness partners o$ t%pe Person or !rgani,ation aretrans$erre# to the partner $'n(tions o$ the $ollo-'p #o('ments/ &oth &2& an# &2C s(enariosare ta)en into (onsi#eration/

"roceure



S%" CRM IMG menu Customer Relationsip Management → Basic /unctions →

Interaction !"#ect → Define /ollo*-8p &ransaction &'pes for

Interaction !"#ect

2/ Choose )e* Entries an# maintain the $olloing (ombination o$ @ollo-p 4ransa(tion4%pe5 &'siness Partner 4%pe an# Partner @'n(tions

Tgt Trans# Type " Type ID /unction

AC4 01 0000000! +A(tiit% Partner,

0000001? +Conta(t Person,

02 0000000! +A(tiit% Partner,

0< 0000000! +A(tiit% Partner,

0= 0000001? +Conta(t Person,

I010 01 0000000! +A(tiit% Partner,

02 0000000! +A(tiit% Partner,

0< 0000000! +A(tiit% Partner,

0= 0000000! +A(tiit% Partner,


Result

Io' hae s'((ess$'ll% #e$ine# $ollo-'p transa(tion t%pes $or intera(tion obe(ts/

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'#'#6 Communication Strategy Definition

#'#'#6#! Defining /ile -3port 7ariant

,sen this a(tiit%5 %o' #e$ine the e3port ariants $or the $ile e3port in the (ampaign e3e('tion/

4he e3port ariant #etermines hi(h $ormat the $ile to be e3porte# ill hae5 hi(h $ormatparameters nee# to be (onsi#ere#5 an# hether the $ile sho'l# be assigne# to the (ampaignor not/

&% #e$a'lt5 ;M*5 an# CS: $ormats are s'pporte#/

4he $ile e3port ariants #e$ine# here are assigne# to a (omm'ni(ation me#i'm in the a(tiit%Defining Communication Medium/

"roceure




Marketing Planning and Campaign Management → Campaign

Execution→ Define /ile Export 7ariants

2/ Choose )e* Entries an# maintain the $olloing #ata


:ariant D I001

@ormat CS:

Assignment Assign as Atta(hment+$ %o' sele(t )o Assignment %o' nee# to #e$ine a storagelo(ation $or the $ile in a##ition in the $olloing a(tiit%,

E3tension CS:

Des(ription 6pen (hannel &P a##ress $ile

</ Sele(t the ne $ile e3port ariant an# (hoose ie Settings/

=/ Choose )e* Entries an# enter the $olloing al'es

/ormat "arameter "arameter 7alue

ESCAPE T

HEADERLR6" ;

SEPARA46R U

?/ Sae %o'r entries/

#'#'#6#2 Defining /ile Storage Location

,se

4he a##ress $ile $or b'siness partners that is generate# ia the (ampaign e3e('tion (an beassigne# #ire(tl% to the (ampaign or store# on a $ile serer/

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@or the storage on a $ile serer %o' hae to #e$ine spe(i$i( settings/

"roceure

1/ A((ess the a(tiit% 'sing the $olloing naigation option

Transaction coe @*E

2/ Con$irm the Information message/

</ Sele(t the logi(al $ile path MAR;E&I)G</I=ES/

=/ @rom the #ialog str'(t're #o'ble-(li() on entr% Assignment of P'sical Pats to =ogicalPat/

?/ Sele(t %o'r operating s%stem +e/g/ >I)D!>S )& , an# (hoose Details .Ctrl2Sift2/41/

/ Enter the $ile path in the $iel# P'sical pat +e/g/5 C%?temp?@/I=E)AME,/Choose the @1 help o$ this $iel# $or more #etails/

n the $ile path $ol#er5 hi(h is #e$ine# here5 all mar)eting $iles hi(h aregenerate# a'tomati(all% +e/g/5 #'ring a (ampaign e3e('tion, are store#/

7/ Choose Sa$e an# sele(t a or)ben(h re'est i$ ne(essar%/

#'#'#6#' Defining Communication Meium

,se

n this a(tiit% %o' spe(i$% (omm'ni(ation me#ia +in e$$e(t (omm'ni(ation strategies

(onsisting o$ one or more #i$$erent me#ia, b% hi(h %o' inten# to (onta(t b'siness partnersithin a mar)eting (ampaign/ Io' enter the (omm'ni(ation me#i'm in the Marketing Planner 'n#er Cannels/

4he attrib'tes o$ ea(h (omm'ni(ation me#i'm (an be trans$erre# to the &'siness n$ormation"areho'se $or eal'ation/

acgroun

Ea(h (omm'ni(ation me#i'm (onsists o$ one or more (omm'ni(ation metho#s together itha priorit% that %o' assign to a (omm'ni(ation metho#/

$ %o' ant to trigger b'siness transa(tions +a(tiities $or e3ample, then on the same s(reen5assign a b'siness transa(tion t%pe +#e$ine# in ('stomi>ing, to the releant (omm'ni(ationmetho#/

"roceure



S%" CRM IMG Customer Relationsip Management → Marketing →

Marketing Planning and Campaign Management → Campaign

Execution → Define Communication Medium

2/ Choose )e* Entries in or#er to (reate a ne (omm'ni(ation me#i'm 'sing the $olloing#ata


Me#i'm I002

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Comm'ni(ation Me#i'm E-mail ith a(tiit% (reation +E,E-Mail mit A)tiitKtengenerier'ng +DE,

6n ie Communication Metods and &ransaction &'pes

Priorit% 1

Comm'ni(ation Metho# nternet mail +SM4P,

4rans/4%pe I00?

Categor% nternet Mail

</ Create a se(on# (omm'ni(ation me#i'm ith the $olloing #ata


Me#i'm I00=

Comm'ni(ation Me#i'm 6pen Channel - A##ress Data @ile E3port +E,6$$ener anal - Datei-E3port A#ress#aten +DE,

6n ie Communication Metods and &ransaction &'pes

Priorit% 1

Comm'ni(ation Metho# @ile E3port

4ransa(tion 4%pe

Categor%

6n ie Assign /ile Export 7ariant

:ariant D 6pen (hannel &P a##ress $ile

=/ Sae %o'r entries/

Result

o %o' hae (reate# to ne (omm'ni(ation (hannels

• E-mail e3e('tion that generates mar)eting o'tbo'n# a(tiities in parallel to the e-mail

sen#ing pro(ess itsel$/

• 6pen (hannel e3e('tion that generates an# e3port $ile ith a##ress #ata/ 4his $ile (an be

'se# as an inp't $ile $or letter generation/

'#'#8 Mail /orms

#'#'#8#! Creating Survey ,RL

,se

A R* $or a 'estionnaire (an be5 $or e3ample5 a##e# as h%perlin) to e-mails hi(h are senthen e3e('ting a (ampaign to gain $'rther in$ormation $rom the a##resse# ('stomers/

"rere$uisites

A 'estionnaire hi(h the ('stomer shall 'se to5 $or e3ample5 re'est a##itional in$ormationon a pro#'(t has alrea#% been (reate# or importe# in the CRM s%stem/

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n o'r (ase %o' (an import the pre#e$ine# SAP Best Practices e3ample 'estionnaire beingreleant $or %o' $rom the #ire(tor% Misc o$ the SAP Best Practices #o('mentation CD

BP<I)/!RMA&I!)<E) +English ersion,BP<I)/!RMA&I!)<DE +German ersion,BP<I)/!RMA&I!)<ES +Spanish ersion,BP<I)/!RMA&I!)</R +@ren(h ersion,BP<I)/!RMA&I!)<P& +Port'g'ese ersion,BP<I)/!RMA&I!)<R8 +R'ssian ersion,BP<I)/!RMA&I!)< +Chinese ersion,BP<I)/!RMA&I!)<CS+C>e(h ersion,BP<I)/!RMA&I!)<I& +talian ersion,BP<I)/!RMA&I!)<)= +D't(h ersion,&PL@6RMA46LP* +Polish ersion,BP<I)/!RMA&I!)<&R +4'r)ish ersion,

/or further etails concerning $uestionnaire maintenance see the configuration guieof *uiling *loc C37 – CRM Lead Management 9 section Qestionnaires !or Leads#

"roceure A((ess the a(tiit% 'sing one o$ the $olloing naigation options

Transaction coe CRM_SURVEY_SUITE

S%" CRM IMG menu Customer Relationsip Management → &ransactions → Settings for

=eads → Questionnaires for =eads → Define Questionnaires

Creating :ML "arameter /ile for CRM system

1/ @rom the appli(ation toolbar (hoose Sur$e' Repositor' /

2/ 6pen the tree str'(t're Sur$e' Repositor' Parameter M=s "sp/

</ Sele(t the stan#ar# parameter $ile CRM<S75<BSP<S5S&EMPARAMM= ith #o'ble-(li() an# (hoose Export ./F1/

=/ Sae the $ile on %o'r lo(al PC/

?/ Rename the $ile5 $or e3ample5 intoCRM<S75<BSP<S5S&EMPARAM<@s'stemID<@clientM= /

/ 6pen the ;M* $ile ith a s'itable e#itor tool/

7/ Maintain the $olloing (o#ing

<?xml version="1." en!oin#="$TF%&"?'<()rve*(*stemParamA!tion="+ttp://<hostserver> , <port> -sap-!-sp-sap-!rm/sv*/server-

s)rve*.+tm?sap%!lient= <cle!t> " Met+o="post"0n!l)e(t*les+eet0n)tp)t="tr)e"A!!ess$RL="+ttp,-- <hostserver> , <port> -sap-!-sp-sap-!rm/sv*/server-s)rve*.+tm" En!t*pe="appli!ation-x%%3orm%)rlen!oe" -'

n or#er to i#enti$% the respe(tie host serer an# H44P port o$ %o'r CRM s%stemopen the CM Monitor +transa(tion SMICM , in %o'r CRM s%stem/

@rom the men' (hoose Goto Ser$ices/

n the &&P entr% %o' $in# the #ata $or the releant host serer an# port/

8/ Sae an# (lose the ;M* $ile/

!/ n the CRM S're% Repositor% sele(t $ol#er Sur$e' Repositor'

Parameter M=s

"sp/

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10/ @rom the appli(ation toolbar (hoose Import ./1 to import the mo#i$ie# ;M* $ile $rom %o'rlo(al PC/

11/ Do'ble-(li() on the importe# $ile an# (hoose Ceck .Ctrl2/01/ $ the (he() is s'((ess$'l5%o' (an go $'rtherU otherise5 (he() %o'r (o#ing as #es(ribe# in step 7/

Creating Survey ,RL

12/ Choose Back ./H1 to get ba() to the S're% S'ite/

1</ n the list o$ appli(ations open the (omponent =eads/

1=/ Sele(t the appropriate 'estionnaire being 'se# $or ('stomer in$ormation re'est +e/g/5BP<I)/!RMA&I!)<E) , ith #o'ble-(li()/

n (ase a s'itable 'estionnaire +e/g/5 BP<I)/!RMA&I!)<E) , has not been(reate# or importe# in the CRM s%stem %et5 pro(ess the steps o$ se(tionQuestionnaires for =eads o$ the (on$ig'ration g'i#e o$ b'il#ing blo() CH CRM=ead Management /

1?/ Choose Generate 8R= .Ctrl2Sift2/91/

1/ n the #ialog bo3 sele(t the $olloing al'es 'sing the inp't help


Get 6ption bsp

Get @ile CRMLS:IL&SPLSIS4EMPARAMLNs%stemDOLN(lientO/;M*

Sen# 6ption bsp

Sen# @ile CRMLS:IL&SPLSIS4EMPARAMLNs%stemDOLN(lientO/;M*

17/ Choose Generate 8R= ./J1/

18/ Choose &est 8R= ./41/

1!/ Cop% the generate# s're% R* $rom $iel# Sur$e' 8R=/

#'#'#8#2 Maintaining Mail /orms

,se

n the $olloing a(tiit% %o' ill (reate

+1, a mail $orm ith an integration o$ the nel% generate# s're% R*&asi(all% e-mails (an be personali>e# in the sense that the (ontent an# $ormat o$ the mail (anbe tailore# to the re(ipientTs in#ii#'al pro$ile b% #e$ining (on#itions as to hen (ertain (ontentis sent/

+2, another mail $orm that ill be 'se# $or generating an e3ternal a##ress $ile hen e3e('tinga (ampaign ia (hannel 6pen Channel4his mail $orm (onsists o$ the b'siness partner attrib'tes that are re'ire# $or the a##ress $ile/

"rere$uisites

Io' hae generate# a ali# s're% R* in a#an(e/

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As) %o'r a#ministrator $or the (orre(t R* $or the SAP CRM >e"Client 'ser inter$a(e+li)e5 $or e3ample5ttp%((@ostser$er%@port(sap."D9l"i#P&E*MCkP>9p"gKK1("c("sp(sap(crm<ui<frame(def aulttm,

se s%stem 'ser P!>ER<8SER ith passor# *elcome to enter the CRM s%stem +1,#ire(tl% an# +2, ia the SAP CRM "ebClient /+$or the (reation o$ s%stem 'sers see the (on$ig'ration g'i#e o$ b'il#ing blo() C39 CRM!rgani,ational Model ,

"roceure

1/ Enter the CRM "ebClient ith 'ser P!>ER<8SER an# passor# *elcome/

2/ A((ess the a(tiit% 'sing the $olloing naigation option

S%" CRM ;e*Client menu Marketing → Create% Mail /orm

(!) Mail /orm for -1Mail

1/ 6n the Mail /orm% )e* s(reen enter the $olloing al'es


D IL4RADELSH6"L:4A46

Mail @orm 4ra#e Sho nitation

*ang'age 6riginalEnglish

sage nternet Mail +H4M*,

Attrib'te Conte3t ERMS

S'be(t 4ra#e Sho nitation

2/ n the &ext Element s(reen area %o' (an $reel% #e$ine the (ontent o$ %o'r e-mail in thete3t element/

</ Choose )e* &ext Element 5 enter the $olloing #ata $or the e-mail $orm te3t blo() an#(hoose Create


4e3t Element D @6RML*E44ER

Des(ription nitation

@ormat H4M*

=/ Enter a text 3or t+e ne text element FORM_LETTER an esi#n ita!!orin# to *o)r nees.

$ %o' ant to 'ploa# a pre-#e$ine# te3t $rom an e3ternal so'r(e5 (hoose =oad=ocal /ile/&rose $or5 $or e3ample5 the lo(al $ile 5<&rade<So*<In$itationtxt +in #ire(tor%Misc o$ the SAP &est Pra(ti(es #o('mentation CD, an# (hoose =oad =ocal /ile to 'ploa# it into the CRM s%stem/

Please be aare o$ the $a(t that the $ile (ontains #'mm% lin)s to a "ebmasterMail a##ress an# a pria(% statement/ 4hese lin)s nee# to be a#apte# i$ %o' antto 'se the mail $orm/

?/ n or#er to insert the generate# s're% R* into the te3t5 (hoose 'perlink /

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/ n the Insert 'perlink eb page #ialog enter the $olloing al'es an# (hoose Insert


R* Ns're%R*O +see se(tion aboe,

Des(ription n$ormation S're%

R* Categor%

4ra()ing 6ption :ia 4arget Site

7/ Sae %o'r ne mail $orm/

8/ A translation o$ the mail $orm is ne(essar% i$ the e-mail has to be sent to b'sinesspartners hi(h (orrespon#en(e lang'age is #i$$erent to the ('rrent mail $rom lang'age/

!/ @rom the men' (hoose More &ranslate/

10/ Sele(t the $olloing al'es


4e3t Element D @6RML*E44ER

4ranslate nto German

11/ Choose Insert Source &ext an# enter the $olloing al'es


4e3t Element Des(ription Einla#'ng

S'be(t Messe-Einla#'ng

12/ 4ranslate the sele(te# te3t element o$ the e-mail $orm into the (hosen lang'age +$ore3ample5 German,/

1</ Choose Confirm and Back /

1=/ Choose Sa$e and Back /

(2) Mail /orm for usiness "artner %ress /ile

1/ @rom the men' (hoose Mail /orm/

2/ 6n the Mail /orm% )e* s(reen enter the $olloing al'es


D IL6PELCHAE*LADDRESSL@*E

Mail @orm 6pen Channel A##ress @ile

*ang'age 6riginalEnglish

sage @ile E3port

Attrib'te Conte3t

S'be(t 6pen Channel A##ress @ile

</ n the &ext Element s(reen area %o' (an $reel% #e$ine the (ontent o$ %o'r a##ress $ile$ormat/

=/ Choose Attri"ute/

?/ n the Insert Attri"utes eb page #ialog sele(t the attrib'te (ategor% Business Partner +i$not alrea#% #one,/

/ Sele(t a releant attrib'te an# (hoose Insert /

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7/ Position the ('rsor behin# the inserte# attrib'te an# press Enter to get a ne ro/

4o list the attrib'tes one belo the other5 ea(h in his on ro5 is important $or a(orre(t a##ress generation later on/

8/ Repeat steps =-7 to sele(t the $olloing attrib'tes

%ttri*utes ID

Central Data Sal'tation &AP&S100LCE4RA*-44*ELEI

6rgani>ation ame 1 &AP&S100LCE4RA*L6RGA-AME1

Person @irst ame &AP&S100L CE4RA*LPERS6-@RS4AME

Person *ast ame &AP&S100L CE4RA*LPERS6-*AS4AME

A##ress Postal Co#e &AP&S100LADDRESS-P6S4*LC6D1

A##ress Cit% &AP&S100LADDRESS-C4I

A##ress Street &AP&S100LADDRESS-S4REE4 A##ress Ho'se 'mber &AP&S100LADDRESS-H6SEL6

!/ (ave *o)r ne mail 3orm.

Result

4o ne mail $orms5 one $or e-mail an# one $or b'siness partner a##ress $ile5 hae been(reate#/

#'#'#8#' Creating -1Mail %ccount for usiness "artner

,se

n the b'siness s(enario e-mails are sent to the b'siness partners ho sho'l# be inite# tothe tra#e sho/

4here$ore a 'ni'e e-mail a##ress nee#s to be assigne# to the respe(tie b'sinesspartner+s,/

@or testing p'rposes %o' (an5 $or e3ample5 'se %o'r on e3isting e-mail a##resses or (reateseeral #'mm% IahooV e-mail a((o'nts as #es(ribe# in this a(tiit%/

"roceure1/ Go to /%ahoo/(om

2/ Create an e-mail a((o'nt $or the b'siness partners o$ %o'r (ampaign target gro'p/Choose Mail an# then Get a free 5aooL Mail account /

@or one b'siness partner %o' (an 'se5 $or e3ample5 the e3isting e-mail a((o'nt"pcrmtest#$ahoo.com ith passor# "ptest /

</ 4o assign the e-mail a##ress to %o'r b'siness partners5 (hoose the $olloing naigationoption

S%" CRM ;e*Client menu Master Data→

Searc% Accounts

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http://www.yahoo.com/

mailto:[email protected]

http://www.yahoo.com/

mailto:[email protected]




=/ Sele(t the respe(tie b'siness partner+s, $or e-mail a##ress assignment/

?/ se sear(h (riteria Account ID to assign e-mail a##resses to b'siness partner ith the Drange 100000 - 100<00 i$ %o' or) ith the SAP Best Practices e3ample b'sinesspartners/

/ n the assignment blo() Addresses (hoose Edit $or the e3isting a##ress #ata set/

7/ n s(reen area E-Mails enter an e3isting e-mail a##ress/

8/ Choose Back then (hoose Sa$e/

#'#0 -3ternal List Management

,se

4he b'siness s(enario External =ist Management proi#es %o' ith a (omprehensie sol'tionto manage %o'r e3ternal a##ress lists to a('ire ne ('stomers5 in(rease mar)et share5 an#

to in(rease bran# aareness/ t en(ompasses the (omplete pro(ess o$ pro('ring e3ternala##resses5 (he()ing an# preparing this #ata to (reate b'siness partners an# target gro'ps$rom these a##ress re(or#s/

'#0#! Defining ;orflo5 for -3ternal List Management

,se

n o'r b'siness s(enario the onl% ('stomi>ing step that nee#s to be per$orme# is theImplement >orkflo* Customi,ing a(tiit%/

n this a(tiit%5 %o' per$orm (lassi$i(ation5 pro(essor assignment an# eent lin)age $or the

$olloing or)$lo templates/;S!0<<<<2=

4his or)$lo template is assigne# to appli(ation (omponent CRM-M4-EA*/

Io' m'st (lassi$% this or)$lo template as a General task / Pro(essor assignment an# eentlin)age are not ne(essar%/

4he or)$lo template is nee#e# $or pro(essing the or) steps in an a##ress list/ t is starte##ire(tl% ia a start #ate/

4his or)$lo template m'st not be (hange#U otherise a##ress list pro(essing (annot beg'arantee#/

;S!0<<<!2=

4his or)$lo template is assigne# to appli(ation (omponent CRM-M4-EA*/

Io' m'st (lassi$% tas) 4S 1=008000 o$ this or)$lo template as a General task / A pro(essorassignment is not ne(essar%5 as the pro(essor is spe(i$ie# hen the or) item is (reate#/ 4heeent lin)age m'st be a(tiate# $or both eents Process>itError an# Process>itoutError /

4his or)$lo template is nee#e# in or#er to in$orm the 'ser a$ter the or)$lo $or template"S1=00002! has been (omplete#/ Io' (an (op% this or)$lo template an# (hange the(op%/

$ %o' #o not ish to be in$orme# o$ this5 #o not per$orm (lassi$i(ation an# eent lin)age/

;S!0<<<!!!

4his or)$lo template is assigne# to appli(ation (omponent CRM-M4-M*/

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$ %o' ant to be in$orme# o$ in(orre(t sen#ing o$ mails %o' nee# to ma)e a pro(essorassignment $or tas) 4S 1=007!8 o$ this or)$lo template/4his pro(essor assignment is not nee#e# $or External =ist Management $'n(tionalit%/

4he eent lin)age nee#s to be a(tiate# $or eent Mail !"#ect Error +obe(t CRM<D!C8 -ERR!RSE)DS&A&8SREACED,/4he eent lin)age also nee#s to be a(tiate# $or eent Call StatusErrorSetMarket +obe(tB8S4330339 - S&A&8SERR!RSE&MAR;E&I)G,5 4his eent is (reate# i$ a planne# (all(annot be ma#e in C/

n External =ist Management 5 this or)$lo template is nee#e# to (orre(t the (o'nters $oro'tbo'n# (onta(ts i$ an o'tbo'n# (onta(t (annot be per$orme#/

$ %o' #o not ant to (orre(t the (onta(t (o'nter5 #o not per$orm the eent lin)age/

"roceure

9 A((ess the a(tiit% 'sing the $olloing naigation options

Transaction coe 66C

S%" CRM IMG menu Customer Relationsip Management → Basic /unctions→ SAPBusiness >orkflo* → Perform &ask-Specific Customi,ing

4 n the &ask Customi,ing !$er$ie* s(reen $or appli(ation (omponent CRM-M;&-EA= -External =ist Management (li() on Assign Agents/

H Highlight the $irst or)$lo tas) CRM% Maintain Business Partner Package +;S!0<<<<2=,5 (hoose Attri"utes./F15 sele(t General &ask an# $inall% (hoose &ransfer .Enter1/

+Alternatiel%5 %o' (o'l# also assign the appropriate pro(essor+s, #ire(tl% here5 b't in thiss(enario no restri(tions are nee#e#/,

6 Repeat these settings $or or)$lo tas) CRM% So* Business Partner Package

+;S!0<<<!2=, +also tas) o$ appli(ation (omponent CRM-M4-EA*,/0 Choose Back ./H1 an# (hoose Acti$ate e$ent linking $or appli(ation (omponent CRM-

M;&-EA= - External =ist Management

J E3pan# tas) >S 9633394:/@or eent B8S43693 Process>itError (hoose Detail $ie* /

Sele(t a ('stomi>ing re'est i$ ne(essar%/

F n the #ialog bo3 sele(t the propert% E$ent linkage acti$ated an# (hoose Continue .Enter1/

: Repeat these a(tiation steps $or eent B8S43693 Process>itoutError 5then (hoose Back ./H1/

93 n the &ask Customi,ing !$er$ie* s(reen $or appli(ation (omponent CRM-M;&-M=

Direct Mailing (li() on Assign Agents/99 Highlight the or)$lo tas) Processing incorrect contact attempts +;S!0<<<!!!,5 (hoose

Attri"utes./F15 sele(t General &ask an# $inall% (hoose &ransfer .Enter1/

94 Choose Back ./H1 an# (hoose Acti$ate e$ent linking $or appli(ation (omponent CRM-M;&-M= Direct Mailing /

9H E3pan# tas) >S 96333999/ A(tiate the eent lin)age $or the $olloing eents +li)e #es(ribe# aboe $or the eents o$tas) "S 1=00012!,

Call StatusErrorSetMarket

+obe(t B8S4330339 - S&A&8SERR!RSE&MAR;E&I)G,

Mail !"#ect Error +obe(t CRM<D!C8 - ERR!RSE)DS&A&8SREACED,

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'#0#2 Defining List Type

,se

n this a(tiit% %o' #e$ine the possible t%pes o$ %o'r lists/

$ the #ata in an a##ress list is rente#5 the in#i(ator is set to Rented

Rente# b'siness partners hae to be treate# in a spe(i$i( a% in the s%stem a$ter 'ploa# +$ore3ample5 restri(te# 'se ma% hae to be applie#,/

"roceure



S%" CRM IMG menu Customer Relationsip Management → Marketing → External

=ist Management → Define =ist &'pe



4%pe I1

Des(ription C'stomer Conta(ts

Rente#

</ (ave *o)r entries.

'#0#' Defining List rigin

,se

n this a(tiit% %o' #e$ine the possible origins o$ %o'r lists/

4he al'es that %o' #e$ine here are aailable in the inp't help $or the $iel# !rigin/

@or ea(h origin #e$ine# %o' (an set the (ons'mer in#i(ator to #etermine hether generalb'siness partners or (ons'mers are (reate# hen %o' generate b'siness partners/

Io' (an assign the origin o$ an i#enti$i(ation t%pe $or the b'siness partner/

4he origin (onsists o$ a te(hni(al )e% an# a short #es(ription/ An i#enti$i(ation t%pe (an alsobe assigne# to the b'siness partner/

#enti$i(ation n'mbers +$or e3ample5 so(ial se('rit% n'mbers5 #'ns n'mbers5 et(/, (an be#e$ine# in the b'siness partner master re(or#/ #enti$i(ation n'mbers ala%s re'ire ani#enti$i(ation t%pe/

$ the proi#er o$ e3ternal a##ress #ata #eliers a 'ni'e i#enti$i(ation n'mber $or ea(h #atare(or#5 it is o$ten re'ire# that this n'mber is $ile# hen generating the b'siness partners inthe master #ata/ "hen the origin o$ the b'siness partner list is #e$ine#5 the i#enti$i(ation t%pe$or the i#enti$i(ation n'mber is also #e$ine#/

$ no i#enti$i(ation t%pe is #e$ine# ith the origin o$ the b'siness partner list5 this means thatno i#enti$i(ation n'mber (an be assigne# hen the b'siness partner is generate#/

#enti$i(ation n'mbers m'st be mappe# to the $iel#s 6RGLDLM&ER or

PERSLDLM&ER in E*Ms mapping tool/

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"roceure



S%" CRM IMG menu Customer Relationsip Management → Marketing → External

=ist Management → Define =ist !rigin



6rigin I00001

Des(ription 4ra#e Sho

D4%pe

Cons'mer

Prio

</ (ave *o)r entries.

'#0#0 Defining ,ploa /ile

,se

@or (reating b'siness partners $rom e3ternal a##ress lists %o' hae to (reate an a##ress listith a spe(i$i( $ile $ormat +W/(s,/

"roceure1/ Io' (an 'se the pre-#e$ine# SAP Best Practices $ile 5<External<=istcs$ $or an e3emplar%

b'siness partner #ata 'ploa# to %o'r CRM s%stem/ t in(l'#es some e3emplar% e3ternala##resses an# is store# in #ire(tor% Misc o$ the &est Pra(ti(es #o('mentation CD/

2/ $ ne(essar% %o' (an a#apt the #ata a((or#ing to %o'r spe(i$i( nee#s an# sae the $ile in#csv $ormat/

Please ta)e note that leaing 4eros are important $or the inp't parameter al'eo$ some $iel#s/@or e3ample5 $or $iel# &itle .PERS<&I&=E<;E5 , a $o'r-#igit al'e +$or e3ample50001T instea# o$ 1T, is ne(essar% as inp't parameter hen 'ploa#ing theb'siness partner #ata to a CRM s%stem/ @or $iel# Region +PERS<REGI!) , ato-#igit al'e +$or e3ample5 08T instea# o$ 8T, is nee#e#/

• "hen e#iting the /CS: $ile ith &otepa5 all lea#ing >eros are isible an# still

e3isting a$ter saing the $ile/

• &e (are$'l hen e#iting the /CS: $ile ith E3(el

Io' #o not see e3isting lea#ing >eros $or the al'es/ A$ter saing the $ile alle3isting lea#ing >eros get lost/6ne possibilit% to preent this behaio'r is to #e$ine n'mber $ormat X4e3tY $orthe (orrespon#ing (ells/

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'#0#6 Maintaining Mapping /ormat for -3ternal Lists

,se

External =ist Management inoles pro('ring e3ternal a##resses5 (he()ing an# preparing this#ata5 (reating b'siness partners $rom these a##ress re(or#s5 'sing these b'siness partnersin mar)eting (ampaigns5 an# anal%>ing +reporting, the metho#s 'se#/ Io' (an 'se thea('ire# #ata $rom the e3ternal a##ress lists $or ario's b'siness s(enarios/

n or#er to be able to 'ploa# an e3ternal a##ress list #ire(tl% in the CRM s%stem an# to (reatethe b'siness partners5 %o' nee# to #e$ine the $ormat o$ %o'r mapping #ata $irst/

Io' 'se the mapping tool to maintain the mapping $ormats in the E3ternal *ist Management+E*M,/ Io' nee# to maintain a mapping $ormat to map #ata hile maintaining a##ress lists/4he a##ress list ma% either be mappe# #ire(tl% to the SAP &'siness Partner str'(t're or(onerte# to s'it this str'(t're/

sing the mapping tool +ith the SAP CRM >e"Client 'ser inter$a(e, %o' (an

• Maintain the mapping $ormat name an# #es(ription/

• Preie a ro $rom the a##ress list $ile5 spe(i$% the path o$ the a##ress $ile5 spe(i$%

the separator t%pe +#elimiter, $rom a pre#e$ine# list/

• Map the so'r(e $iel#s to the target str'(t're $iel#s b% (hoosing the Map option/

• Maintain a#an(e mapping r'les/ 4o #o this5 %o' (an 'se the Add Mapping Rule

option/

"roceure

1/ Enter the CRM "ebClient ith 'ser P!>ER<8SER an# passor# *elcome/

2/ A((ess the a(tiit% 'sing one o$ the $olloing naigation options

S%" CRM ;e*Client menu Marketing → Create% Mapping /ormat

</ 6n the Mapping /ormat% )e* s(reen enter the $olloing al'es/6ptional 4o maintain a mapping $ormat #es(ription in other lang'ages %o' hae to logonto the CRM "ebClient in the target lang'age


General Data

D I&PE*M

Mapping @ormat +E, E*M $or C'stomer A##ress Data ploa#

Mapping @ormat +DE, E*M $Zr ploa# on 'n#ena#ress#aten

Mapping @ormat +ES, E*M para Carga #e Datos #e Clientes

Mapping @ormat +@R, E*M po'r (hargement #Ta#resses (lient

Mapping @ormat +P4, E*M para 'ploa# #e #a#os #e en#ere[os #e (lientes

Mapping @ormat +R, E*M \]^ _`c_d ̀ \f d]fjk

Mapping @ormat +H, 用于上载客户地址数据的E*M

Mapping @ormat +4R, E*M Q MZteri A#reslerinin I')ar IZ)lemesi

Mapping @ormat +*, E*M oor 'ploa#en a#resgegeens )lanten

Mapping @ormat +CS, E*M pro nahrn a#res >)a>n)q

Mapping @ormat +4, E*M per 'ploa# #ei #ati #egli in#iri>>i #ei (lienti

Mapping @ormat +P*, E*M #la >aa#oania #an%(h a#reso%(h )lient

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Categor% A##resses

=/ n area Pre$ie* (hoose Select a /ile/

?/ n the $ile sele(tion #ialog sele(t $ile 5<External<=ist<DEcs$ $rom the #ire(tor% Misc o$

the SAP &est Pra(ti(es #o('mentation CD an# (hoose 8pload /

/ Maintain the $olloing #ata an# (hoose Refres


Pre$ie*

@ile *o(ation N@ile path $rom the Misc #ire(tor% o$ the &est Pra(ti(es#o('mentation CDO

Delimiter Semi(olon

Re(or# 'mber 1

&arget /ield /ilter

@ilter Criterion Person

7/ Choose Refres A preie o$ the $irst line o$ %o'r 'ploa#ing #ata is #ispla%e# in the /ield Mapping table/

8/ n table /ield Mapping highlight the $irst position ith al'e Black Un table A$aila"le &arget /ields highlight the (orrespon#ing target $iel# =ast )ame +PERS<=AS&)AME , $rom the aailable CRM stan#ar# b'siness partner $iel#s/

!/ n or#er to assign those $iel#s ith ea(h other (hoose Map /

10/ Contin'e ith the remaining $iel#s an# ma)e the $olloing assignments

/ile "revie5 Target /iel (ID)

S(har> *ast ame +PERSL*AS4AME,

Ger# @irst ame +PERSL@RS4AME,

0002 4itle +PERSL44*ELEI,

DE S6 (o#e +PERSLC64RIS6,

08 Region +PERSLREG6,

70<2? Postal Co#e +PERSLP6S4*LC6D1,

@ran)$'rt Cit% +PERSLC4I,

"ieseneg Street +PERSLS4REE4,

22 Ho'se 'mber +PERSLH6SEL6,

ger#/s(har>ab(/(om E-Mail A##ress +PERSLELMA*,

11/ Choose Back /

12/ Choose Sa$e to sae %o'r entries/

Result

A ne mapping $ormat has been (reate# +'sing the SAP CRM "ebClient 'ser inter$a(e,/

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'#0#8 %ctivating Checs (ptional)

"roceure

"hen 'ploa#ing the e3ternal list5 postal (he()s an# #'pli(ate (he()s (an be 'se#/

@or both (he()s inter$a(es $or e3ternal pro#'(ts are proi#e#/

@or #etails5 see SAP MG path

• CRM Marketing External =ist Management Acti$ate Postal Ceck an#

• CRM Marketing External =ist Management Acti$ate Duplicate Ceck

These checs are not necessary for the S%" est "ractices Lean CampaignManagement scenario#

sap crm lean campaign management by raju

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