topic Re: Difference between CRM and other modules. in Application Development and Automation Discussions

Difference between CRM and other modules.

Former Member — Mon, 19 Nov 2007 07:40:02 GMT

HI Gurus,

I am a technical consultant and I have a requirement of

data migration on CRM. Is data migration in CRM is same as

normal modules else we require knowledge of advanced tools like

BAPI'S...etc . Please let me know the difference. If they differ ,

please provide me some material for the data migration in CRM module.

Points will be rewarded for every reply.

Regards,

Sonali.

Re: Difference between CRM and other modules.

Former Member — Mon, 19 Nov 2007 07:43:05 GMT

The process of Customer Relationship Management originated in the Private Sector as a technique to increase sales, manage customer expectations and deliver organisational change. As with many Private Sector concepts, the benefits of CRM were recognised by the Public Sector who tried to adopt the same implementation strategies. However due to differences in the service methods and available funding, the same solutions in the Private Sector were not applicable to the Public Sector Frustrated with the lack of flexibility in many large private sector products, a group of Public Administrations (with private sector support) came together under the eTen umbrella to create and test a new approach to CRM within a Public Sector environment. The result was the birth of the

CARMEN project.

CARMEN delivered a unique product consisting of CRM modules designed to be utilised by Public

Administrations to create services that matter to their citizens in a manner that best fits within the

structure of their Administration. In addition to testing and refining the CRM modules, the CARMEN Project Team gained valuable implementation experience. This information has been captured and analysed to provide a guide to running CRM projects within Public Administrations, documented within this Best Practice Guide.

However, whatever solution/vendor a Public Administration chooses to help them implement CRM, the bottom line that has been concluded from the experiences of the CARMEN Project Team is that CRM does deliver a wide variety of benefits. There is a demand for improved services that fit in with citizens daily lifestyles and Public Administration’s must keep up with these increased expectations. Summer 2007 CARMEN White Paper To highlight the difference in needs between the private and public sector, the CARMEN Project published a White Paper entitled ‘From Customer Relationship Management to Citizen Interaction Platform’. The paper outlines the major differences between CRM in the public and private sector and shows how the private sector CRM approach can be applied to government agencies to better serve citizens, and how in this context it is commonly referred to as Citizen Relationship Management (CiRM).

Citizen Relationship Management focuses on ‘serving’ rather than ‘selling’ but both are premised on the fact that in order to obtain best results from the relationship, there has to be identification, differentiation, nteraction and personalisation. In fact it is personalisation that ultimately accounts for the breakthrough in delivery.

http://www.jt77.com/CRM-q/index04.html

Re: Difference between CRM and other modules.

Former Member — Mon, 19 Nov 2007 08:10:11 GMT

Dear Sonali,

Yes BAPI concept will be required.

In data Migration perspective you have to first identify which are the objects you are going to migrate like Contracts, Assets, Business Partner etc and based on that you have to finalize the strategy and approch (whether to use BAPI/Batch Input/Direct Input). Mostly LSMW is used.

Once you finalize the object to be migrated can think about the strategy for each. Business partner must be there.

Few assumption/important points for Business Partner:

-> All the relevant BP role types are defined in both CRM and R/3

-> All the necessary configuration (such as Bank Master, number range, etc.) on either CRM and R/3 side and middleware between CRM and R/3 is complete for correct flow of BP data from CRM to R/3

-> To accommodate this, SAP CRM needs to be configured to take the external number assignment for migrating Business Partner purpose

->If Business Agreement is there, once Business agreement is created on the CRM side, a Contract Account is created on the R/3 side. This part happens as part of normal middleware configuration.

Pls find the following helpful links with respect to Data Migration:

http://help.sap.com/saphelp_46c/helpdata/en/2e/9e4638a28b2763e10000009b38f8cf/frameset.htm

http://help.sap.com/erp2005_ehp_02/helpdata/en/78/9de93a4295ac61e10000000a114084/frameset.htm

http://help.sap.com/erp2005_ehp_02/helpdata/en/38/532640632cec01e10000000a155106/frameset.htm

http://www.sap.com/solutions/pdf/BWP_Accelerated_Data_Migration.pdf;

CRM:

Pls go through the following links:

Pls find the following links. The three main areas in CRM are Sales, Service and Marketting.

http://help.sap.com/bp_crmv250/CRM_DE/index.htm

https://websmp108.sap-ag.de/rkt-crm

http://help.sap.com/saphelp_crm50/helpdata/en/1a/023d63b8387c4a8dfea6592f3a23a7/frameset.htm

http://www.sap.com/solutions/business-suite/crm/index.epx

Also http://help.sap.com/bp_crmv250/CRM_DE/BBLibrary/html/BBlibrary.htm

will be very helpful for you to understand.

Thanks,

Atin

Reward points if it helps.