Exploring SAP CRM Technical

Web Ui Architecture

2012-04-20T08:56:00.000-07:00

The different software layers are completely separated from each other. The separation allows the connection of any business application via the BOL( Business Object Layer) layer, GenIL( Generic interaction Layer) layer to the presentation layer.

Presentation Layer:

The Presentation layer of CRM Webclient UI is based on the CRM User Interface Framework, which is the basis for the HTML pages running in the browser.

Business Layer:

The business layer of CRM Webclient UI consists of the following software layers:

Business object layer ( BOL)

The business object layer saves the business object data, for example of sales orders, at runtime of SAP CRM session. This layer guarantees the separation of CRM Webclient UI and the underlying business logic

Generic interaction layer (GenIL)

The generic interaction layer handles the data transfer from the business object layer to the application programming interfaces ( APIs) of the underlying business engine. It is the connection between the business object layer and the underlying business engine.

Business Application:

The business application contains the business logic and the database tables

Why SAP CRM?

2012-04-06T20:58:00.003-07:00

WHY SAP CRM?
SAP CRM improves understanding the critical parts of the business giving you a 360° view on a customer. By enhancing communication and collaboration between clients and employees, significantly greater levels of customer satisfaction are achievable.

Deploying SAP CRM will provide employees and partners with the knowledge and tools to deliver a customer experience that will make your organisation stand out from the crowd. Using SAP CRM, your employees have access to information that will help them answer enquiries and solve problems in a customer-centric manner, quickly and efficiently. Your organisation will learn how to improve the customer experience at all touch points. Using SAP CRM will help employees improve client loyalty through delivering service excellence. Getting the best return on the available resources from your sales, marketing and service delivery teams is at the core of

driving business efficiency. This reduces operational complexity and total cost of ownership. Improved processes will reduce time to respond to market changes and improve your agility in challenging market conditions. Gaining better insights and visibility into your clients business helps management tap into lucrative new markets and drive up profits.

History of CRM

2012-04-06T19:07:00.000-07:00

History of CRM

Before the introduction of CRM systems, customers would buy from a company and little was done to track the engagement, maintain ongoing customer records, or enhance the customer relationship. Many companies didn't understand the benefit of the data they were collecting and how it could help them better cater to their customer's needs.

With the introduction of the information age in the late 1980's, customers were given new capabilities to make better decisions about which companies they would most like to buy from. At the same time, global competition made it easier for companies to switch suppliers if they were not happy.

For these reasons and others, companies started to look at the data they had collected about their customers. They looked for ways to turn it into information they could use in a consistent way for a competitive advantage. Initially, it was referred to as database marketing or data mining.

Some of the first attempts lead to the creation of customer focus groups. These focus groups would gather occasionally to give feedback to companies about what was working well, and what issues and concerns the customers and users had.

Even though companies were collecting data and information through user groups and surveys, they did not have an efficient method of processing and analyzing it. Companies wanted to see the following data points on a real time basis:

What customers had purchased from them
How much they had spent
What they did with the products they purchased
Who had been contacted within the customer
What new opportunities were available and being competed for
What the customer satisfaction concerns were

In the early 1990s, a number of software functionality advances were created that gave companies the capability to better analyze their data and create better reporting. It was during this time the term customer relationship management came into being. This new software functionality allowed companies to gather information for their own benefit, and to provide additional value to their customers. This new information capability gave companies improved views of their customers. They were able to better communicate with and penetrate accounts, enhance customer satisfaction, and build loyalty with their customers.

Along with these new capabilities came increased complexity. Numerous implementation considerations, and higher costs came with the advances. Initially systems were designed for large in-house server based applications. Next came more personalized and smaller systems. Both the large systems and smaller systems are now available in both Internet-based, and client-based formats.

With the new economy of scales, fully functional packages are now available for small businesses.

Potential Benefits of CRM

Implementing a customer relationship management solution might involve considerable expense and time. There are however many potential benefits:

Development of better relationships with your customers
Increased sales
Understanding of historical trends
Better understanding of customer requirements
Increased profitability
Cross selling of products and services
More effective marketing communications
More personal approach in dealing with customers
Increased customer satisfaction and retention
Reduced costs associated with support and service
Increased efficiencies and effectiveness

Not all of these benefits will be realized immediately, but strive to continually make your CRM system more valuable to your company each year. Once you start looking after your existing customers more effectively it will give you time to find new customers and expand your market. The more you know about your current customers, the easier it will be to identify new prospects and new potential customers.

crm overview

2012-04-06T18:48:00.000-07:00

CRM stands for customer relationship management and is a set of methodologies and tools that help to manage customer relationship in an organized way.

The SAP CRM application is an integrated customer relationship management software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors.

SAPs CRM solution includes several modules that support key functional areas including:

SAP CRM Sales
SAP CRM Marketing
SAP CRM Service
SAP CRM Analysis
SAP CRM Interaction Center
SAP CRM Web Channel
SAP CRM Partnet Channel Management
SAP CRM WebclientUI

CRM Technical Concepts

2012-04-06T06:21:00.000-07:00

CRM TECHNICAL OVERVIEW
CONFIGURING IC WEB CLIENT
NAVIGATIONAL BAR PROFILE
CRM ACTIONS AND WORKFLOWS
TRANSACTION LAUNCHER
OOPS ABAP FOR CRM TECHNICAL
CLASS BUILDER
MVC ARCHITECTURE
CRM WEB UI 7.0
BSP WEBDYNPRO COMPONENTS
PLUGS AND NAVIGATION LINKS
CUSTOM CONTROLLER
ENHANCEMENT SET
COMPONENT ENHANCEMENT
BSP WEBDYNPRO METHODS
WEBDYNPRO EVENTS
COMPONENT USAGE
CONTROLLER COMMUNICATION
BOL & GenIL
BOL CLASSES
BROWSERS
BOL OBJECTS
GenIL PROGRAMMING
BOL PROGRAMMING
RELATIONS BETWEEN BOL OBJECTS
EASY ENHANCEMENT WORKBENCH(EEWB).
EEWB FOR TRANSACTIONS.
EEWB FOR WEBUI
CONFIGURATION MANAGEMENT
CONFIGURATION TYPES
ENHANCEMENTS
CONFIGURATION DETERMINATION
INTERACTION CENTER WEBCLIENT
ENHANCING EXISTING VIEWS
DESIGN LAYER CHANGES
MIDDLEWARE
RFC CONNECTIONS
BDOCS AND IDOCS
BDOC TYPES
ADAPTER OBJECTS
TYPES OF DATA TRANSFER
QUEUES
FLOW CONTEXT
CRM WINCLIENT
CRM FUNCTIONAL OVERVIEW
BSP'S
BSP ELEMENTS
BSP EVENTS
BSP GLOBAL OBJECTS
COOKIES AND SESSION HANDLING
STYLES
BSP EXTENSIONS
EXTENSION TYPES
HTMLB CLASSES
HTMLB EVENTS
EMAILRESPONSE MANAGEMENT SYSTEMS
SKIN CONFIGURATION