sap crm lean campaign management by raju
TRANSCRIPT
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$ig'ration G'i#e
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SAP Best Practices CRM *ean Campaign Management +C22, Con$ig'ration G'i#e
Copyright
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Some so$tare pro#'(ts mar)ete# b% SAP AG an# its #istrib'tors (ontain proprietar% so$tare(omponents o$ other so$tare en#ors/
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Ma3D& is a tra#emar) o$ 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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SAP Best Practices CRM *ean Campaign Management +C22, Con$ig'ration G'i#e
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
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 &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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Marketing →
Marketing Planning and Campaign Management → Basic
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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/iel name ,ser action an values
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Marketing →
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Marketing →
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Basic /unctions→
Partner Processing → Define Partner Determination
Procedure
2/ Highlight stan#ar# pro(e#'re 33333334 Business Acti$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 $olloing #ata
/iel name ,ser action an valuesPartnerDetPro( I00000=0 Mar)eting A(tiities
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/iel name ,ser action an values
Partner @'n(tion 0000001= Emplo%ee Responsible +CRM,
General
Changeable +i$,
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
/iel name ,ser action an values
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPRO
S%" CRM IMG menu Customer Relationsip Management → &ransactions → Basic
Settings→ Define &ransaction &'pes
2/ Choose )e* Entries an# enter the $olloing al'es
/iel name ,ser action an values
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
/iel name ,ser action an values
General
Categor% E-Mail
Default Data
Priorit% Me#i'm
Goal Aro'se nterest
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/iel name ,ser action an values
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
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
/iel name ,ser action an values
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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Basic /unctions →
Interaction !"#ect → Acti$ate Interaction !"#ect in Applications
2/ Choose )e* Entries an# maintain the $olloing al'es
%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
</ Sae %o'r entries/
#'#'#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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
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,
</ Sae %o'r entries/
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
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 → Campaign
Execution→ Define /ile Export 7ariants
2/ Choose )e* Entries an# maintain the $olloing #ata
/iel name ,ser action an values
: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$$erent me#ia, b% hi(h %o' inten# to (onta(t b'siness partnersithin a mar)eting (ampaign/ Io' enter the (omm'ni(ation me#i'm in the Marketing Planner 'n#er Cannels/
4he attrib'tes o$ ea(h (omm'ni(ation me#i'm (an be trans$erre# to the &'siness n$ormation"areho'se $or eal'ation/
acgroun
Ea(h (omm'ni(ation me#i'm (onsists o$ one or more (omm'ni(ation metho#s together itha priorit% that %o' assign to a (omm'ni(ation metho#/
$ %o' ant to trigger b'siness transa(tions +a(tiities $or e3ample, then on the same s(reen5assign a b'siness transa(tion t%pe +#e$ine# in ('stomi>ing, to the releant (omm'ni(ationmetho#/
"roceure
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG Customer Relationsip Management → Marketing →
Marketing Planning and Campaign Management → Campaign
Execution → Define Communication Medium
2/ Choose )e* Entries in or#er to (reate a ne (omm'ni(ation me#i'm 'sing the $olloing#ata
/iel name ,ser action an values
Me#i'm I002
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/iel name ,ser action an values
Comm'ni(ation Me#i'm E-mail ith a(tiit% (reation +E,E-Mail mit A)tiitKtengenerier'ng +DE,
6n ie Communication Metods and &ransaction &'pes
Priorit% 1
Comm'ni(ation Metho# nternet mail +SM4P,
4rans/4%pe I00?
Categor% nternet Mail
</ Create a se(on# (omm'ni(ation me#i'm ith the $olloing #ata
/iel name ,ser action an values
Me#i'm I00=
Comm'ni(ation Me#i'm 6pen Channel - A##ress Data @ile E3port +E,6$$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
/iel name ,ser action an values
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
/iel name ,ser action an values
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
/iel name ,ser action an values
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 $olloing al'es an# (hoose Insert
/iel name ,ser action an values
R* Ns're%R*O +see se(tion aboe,
Des(ription n$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
/iel name ,ser action an values
4e3t Element D @6RML*E44ER
4ranslate nto German
11/ Choose Insert Source &ext an# enter the $olloing al'es
/iel name ,ser action an values
4e3t Element Des(ription Einla#'ng
S'be(t Messe-Einla#'ng
12/ 4ranslate the sele(te# te3t element o$ 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
/iel name ,ser action an values
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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=/ 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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Marketing → External
=ist Management → Define =ist &'pe
2/ Choose )e* Entries an# maintain the $olloing al'es
/iel name ,ser action an values
4%pe I1
Des(ription C'stomer Conta(ts
Rente#
</ (ave *o)r entries.
'#0#' Defining List rigin
,se
n this a(tiit% %o' #e$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
1/ A((ess the a(tiit% 'sing the $olloing naigation options
Transaction coe SPR6
S%" CRM IMG menu Customer Relationsip Management → Marketing → External
=ist Management → Define =ist !rigin
2/ Choose )e* Entries an# maintain the $olloing al'es
/iel name ,ser action an values
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
/iel name ,ser action an values
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 $olloing #ata an# (hoose Refres
/iel name ,ser action an values
Pre$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#