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Working with CRM SOA - A look at Composite Applications Timothy Faugh

noreply@blogger.com (sap crm tutorials) — Sat, 28 Mar 2009 17:43:00 +0000

The excitement around the myriad of Enterprise Services delivered with CRM 7.0 has not abated. However, the difference between excitement and real concrete plans for SOA are two entirely different things.

In our ramp-up program we had a high percentage of customers tick off the "we will be using SOA" box, however a more moderate number have actually been able to share with us exactly what they plan on doing.

The intent of this blog is to help customers who are interested in SOA, but not sure what to do with it, consider one of the powerful scenario possibilities.

As I have mentioned in previous blogs, presentation, and papers, there are essentially two major sub categories of scenarios for SOA.

1. System Integration - This is where two systems talk directly to each other with Enterprise Services and there is no user interface in between (can be internal or with external partners).

2. Composite Applications - This is where a user interface allows a user to communicate with the backend application directly through Enterprise Services.

Today I want to shed some light on composite applications. A composite can take many forms, but the golden rule is that it must have a user interface. This user interface is usually created to serve a special niche interface that is not available in our core CRM application. This could be a special reduced or tailored UI for sporadic, geographically diverse, or external users. It could also be used to incorporate data and functionality from multiple applications in a single UI.

Composite applications can of course be programmed in any way that a User Interface can be programmed. However today we will look at an application from SAP CRM called Visual Composer that is built to help people "model" composite applications. Modeling essentially means programming without actually writing code.

My intent is to quickly show you the capabilities of modeling a composite application to get your creative juices flowing. Once you have fully absorbed that you now have the ability to create user interfaces on the fly, I hope it will kick off a brainstorming session at your company, eventually producing many scenarios where a composite application can bring about a quick and meaningful ROI.

I hope you enjoy the video! You can acces the full screen version using the link below:

https://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/50c02221-adfa-2b10-009f-e402c9eec7

New opportunities in economic crisis - how does the current economic crisis change the Chemical Industry sector? Thorsten Wenze

noreply@blogger.com (sap crm tutorials) — Sat, 28 Mar 2009 17:41:00 +0000

The economic crisis has also reached the Chemical Industry. The current situation will, therefore, accelerate change beyond consolidation and classical cost savings in purchasing, logistics and general sustainability. Product and technology cycles will continue to be reduced and innovation is and remains a pivot for successful development.

If we think about Research & Development in Chemicals throughout the last two centuries, we will find very few joint development approaches in the past. Since a couple of years this is changing. It started via co-operations within the chemical ecosystem between different chemical producers, also promoted via demerger and out-sourcing activities. A few chemical producers are ahead of this development. They are entering into the so called Hybrid Innovation Area, which can be described by joint or custom development activities crossing industry boundaries, developing new products and applications including stakeholders like universities, research institutes, other industries, customers and even competitors.

Especially the role of the sales representative is changing from a classical sales function towards a more customer process oriented application engineer. Appropriate IT infrastructures and processes are required to cover the need to exchange information and data between all parties involved.

Based on Service Oriented Architecture, product innovators are able to orchestrate alliances and intellectual capital. SAP is actively working on this topic together with our customers in order to shape a solution able to cover these complex IT requirements beyond the company boundaries.

We would be glad to welcome you for these discussions and opportunity to share experiences and expectations. Please contact me or simply provide a description of what you would like to see in this type of application on this site.

Thorsten Wenzel Director Business Development IBU Chemicals

SAP CRM 7.0 Integration of ERP BOM Information in the CRM Product Proposal Sarah Ann Minge SAP Employee Business Card Company: SAP AG

noreply@blogger.com (sap crm tutorials) — Wed, 28 Jan 2009 10:04:00 +0000

Customers have long been able to create and use bills of materials within the ERP system. A bill of material (also known as a BOM) basically groups together the set of components that make up a product or assembly.

Prior to release CRM 7.0, the sometimes vast amounts of BOM information that customers had maintained for their materials, equipment, and functional locations remained "isolated" within the ERP system. Now that the replication of BOM information is supported, it is possible to see this additional component information within CRM.

This video blog shows an example of how the service order creation process can be considerably accelerated when BOM information is made available via the Product Proposal function. Simply click on the screenshot to view…

Sarah Ann Minge is working in CRM Service Product Management, Walldorf.

SAP CRM 7.0 – How to sell Solutions using Product Package Capabilities Bernhard Teltscher SAP Employee Business Card Company: SAP AG

noreply@blogger.com (sap crm tutorials) — Wed, 28 Jan 2009 10:02:00 +0000

We see a clear trend in several industries that products are increasingly offered together with corresponding services.

A basic example of a package that everyone knows: You don't just buy a cell phone; you buy a telephone contract and get the cell phone for a cheaper price!

A more complex example of a package: A hospital needs a new X-ray machine. Nobody from the hospital will put the X-ray machine on their truck and install it later themselves. Usually these kinds of products are offered together with accessories, installation services and maintenance contracts. The installation service could be divided into several tasks like the onsite set-up, the start-up or installation acceptance by the customer. The maintenance contract could contain service level agreements like service and response profiles or a service plan for scheduling technicians at recurring intervals.

Click on the screenshot below and watch the video for details:

Bernhard Teltscher is Product Manager with SAP CRM Service

IT Service Desk with SAP CRM 7.0 Bettina Giese SAP Employee Business Card Company: SAP AG

noreply@blogger.com (sap crm tutorials) — Wed, 28 Jan 2009 09:59:00 +0000

With this blog I would like to make you familiar with the new IT service desk solution we offer with the latest SAP CRM release, SAP CRM 7.0.

Service Desk Types

Generally speaking, a service desk is an organizational unit made up of employees responsible for providing services. Requests towards the service desk are usually made via telephone calls, e-mails, or self-service. Typically the service desk is the first and main entry point for all service requests of a specific type. This is true for IT service desks as well as for any other service desks, for example service desks which take care of employee-related requests ("Employee Interaction Center"), accounting-related requests ("Accounting Interaction Center"), or any other request types.

With the latest SAP CRM release, SAP delivers three pre-defined processes for the mentioned types of service desks as part of the Shared Service Centers (SSC) scenario, but of course all these processes can also be used outside of a SSC organization:

Employee Interaction Center
Accounting Interaction Center
IT Service Desk

IT Service Desk in SAP CRM 7.0

In this blog I want to focus on the new IT service desk process and the functions it offers.

First of all, a new default business role is available, which is called "IT Service Desk Agent". This business role runs in the interaction center application. As with all interaction center business roles, it provides access to all sorts of channels, like telephony, e-mail, fax, chat, etc. And also like in other interaction center business roles, you can make use of further interaction center related features like account identification, interaction history, alerts, scripting, etc.

The IT service desk process is of course not restricted to Shared Service Centers, but it can be used for all sorts of IT service desk scenarios, for example in

Internal scenarios, where the IT department is delivering IT support to other departments
External scenarios, where IT service providers offer services to their ('external') customers
And of course in Shared Service Center (SSC) scenarios, where the SSC offers IT-, HR-, and accounting-related services globally for one corporate group

With SAP's IT service desk, you have access to all new features of SAP IT Service Management which are relevant for an IT service desk agent, for example:

pre-defined process types for incident, problem, and request for change management, which are defined along the IT Infrastructure Library ® (ITIL) best practices
integrated knowledge article search and provisioning
a pre-defined interface to SAP Solution Manager for exchange of incidents

Let me point out some of the highlights in the following paragraphs.

Incident Management

An incident is an exception to standard IT operations that interrupts or reduces the quality of a service, whereas a service request is a customer inquiry for provisioning of a pre-defined service.

With the IT service desk solution, the first level employees (= IT service desk agents) can easily identify the customer or employee who is reporting the incident, as well as any affected configuration item, which is mapped in the CRM application as an object or installed base. When creating an incident (or service request), the first level can categorize the incident document with five different categorization trees as well as according to impact, urgency, and priority information. Based on service level information, the system automatically determines requested start and end as well as further dates. It calculates the work and total duration of the incident automatically, and it offers access to a lot of further functions, such as rule-based dispatching, solution search and e-mailing, search for related problems, access to incident templates, and so on.

A pre-defined interface to the SAP Solution Manager Service Desk allows you to transfer incidents from SAP CRM IT service desk to SAP Solution Manager service desk. With this integration you can make sure that those incidents related to a SAP application issue are processed and solved in SAP's application management platform, the SAP Solution Manager.

Problem Management

A problem (document) is usually created if an issue in the IT environment needs to be investigated, and it can refer to multiple incidents related to the same cause.

The problem is a type of "master service request", which offers very similar functions as the incident, and in addition can be used to bundle incidents and close the linked incidents automatically once the problem is closed. In addition, if a solution or workaround has been found for the problem, the engineers usually want to publish the investigation's result to other colleagues. In those cases they can easily create a knowledge article as a follow-up of the problem, which can then be used by other IT service desk employees to resolve similar issues more easily.

Request for Change Management

As ITIL requires that each change in the IT infrastructure is documented and – if it is not a standard change – approved, IT service desk agents also have access to the new request for change functionality.

The request for change is based on the SAP CRM service process, so that the IT engineers can make use of all the in-detail planning features available for this process type. In addition it offers ITIL compliant categorization options as well as a pre-defined, multi-step approval function to make sure that only approved requests for change are implemented. During the request for change's life cycle, status updates are reflected automatically in any assigned reference IT object.

Skinning the CRM Mobile Laptop application

noreply@blogger.com (sap crm tutorials) — Wed, 28 Jan 2009 09:55:00 +0000

A seldom used feature of the SAP CRM Mobile Applications is the customization of the standard look of the application. Skinning the application is easier than most people think - SAP infact ships a standard tool to do this.

The tool is available via a commandline parameter /styleeditor. So, if the CRM Mobile Laptop application is installed in the usual path of C:\Program Files\SAP\Mobile\Bin.Net, the commandline would be
C:\Program Files\SAP\Mobile\Bin.Net\MobileClient.exe /styleeditor.
This would launch the SAP UI Style Editor, using which you can customize the look of the application.

The Style Editor lets you easily change the fonts, color schemes and other miscellaneous aspects of the UI. As an exercise, I chose to try and mimic the Signature skin present in the new CRM Web UI.

You can try playing around with the Style Editor, changing most of the visual elements and save and load the application to see your changes immediately. The editor also provides a Load SAP Default function, which loads the default Mobile Client style back - incase you want to get back the default look.

The skin is stored as a file called StylesRepository.dat in the
%userprofile%\Local Settings\Application Data\SAP AG\CRM Mobile Sales Application\5.0.0.0 directory on Windows XP clients and in
%userprofile%\AppData\Local\SAP AG\CRM Mobile Sales Application\5.0.0.0 directory on Windows Vista clients. Deploying the new look is easy - just copying the files onto other clients is sufficient to put the UI changes onto other clients.

Here are a couple of screenshots for comparision from before and after using the SAP UI Style Editor to get the Signature skin look.

Before:

After:

Before:

After:

The tool can be used to skin the application to match the look and feel your end users want, and to match your corporate branding as well. Further changes to the splash screen, images and resources used within the application is also just as easy - changing the respective image files in a specific directory is sufficient, but this would be the topic of another post.
If you are interested in getting the skin file with the look above, feel free to mention it in the comments.

Ankan Banerjee is a Product Manager with SAP.

CRM and its Nitty-Gritties

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:45:00 +0000

Competition is all set to reach alarming levels and the need of the hour is business models that are equipped with almost everything. From business management techniques that personify precision to customer management skills that epitomize perfection.

CRM is a term that covers a huge chunk of any business. Yes, the success of the business inadvertently relies on the relationship it maintains with its customers. Customer data which includes demographics, analytical data and statistics is the core of any successful CRM program. Today CRM is used widely in businesses.

Features

Ever since the term was first coined, it literally invaded the world of business. It completely changed the relationship that businesses shared with their customers and brought a degree of sharpness into it which was previously unseen or unheard of.

While companies found it extremely costly and difficult to maintain such a large customer database in the early 80’s and 90’s, CRM was largely successful once technology started to improve and newer techniques and software were developed. Today, a CRM platform is constantly fed with newer information about changing needs and habits of the customer. It is this real time updating that makes CRM so reliable.

Benefits

There are immense benefits of having a complete CRM platform in place. It gives businesses a new and fresh approach that makes decision making extremely easy. Every CRM tool differs from the other as every company has a different set of needs and goals.

CRM is used in long term and short term marketing related goals.
Marketing campaigns with specific objectives are the result of CRM data.
The sales process has improved vastly thanks to the CRM tools in place today.
Activity management and service have also reached an all time new high thanks to CRM.
When coupled with Business Intelligence, CRM tools have proven to be absolute successes.

For more info visit : CRM

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

The Perfect CRM Solution

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:45:00 +0000

How do you describe the perfect CRM solution? Well, it is something that is going to change a lot of potential customers into new customers and existing ones into lifelong ones. Sounds simple enough?

Well, the purpose of CRM is simple but the methodology behind it isn't. You need to ensure that you hire the right CRM solution vendor or else the very purpose of using the CRM is defeated.

When you look up for a CRM vendor, you will come across thousands of vendors in the market. While many of these vendors focus only on the corporate market, a huge number of them focus exclusively on the small and medium sized business market. It is not easy at all to choose one on the basis of the pricing. It is the features that matter the most.

Here are some of the features that you need to look for in a CRM solution.

Seamless integration with your existing tools : You certainly do not want to spend a lot of money on upgrading your current tools to match with your CRM. The database conversion has to be painless.
No IT hassles: Hosted CRM solutions are far more flexible than on site CRM because they are delivered over the internet. You do not have to worry about constant IT monitoring and support.
Easy upgrading: You should be able to upgrade to any new features easily without having to make major changes or shut the system down.
Customization: I should have mentioned this in caps because it is the single most important and determining factor that will decide whether the CRM solution is ideal for you.
Scalability: The system should be scalable and any number of users should be able to use it.

So when you are about to choose a CRM solution, ensure that you choose a CRM that has all the above mentioned features.

For more info on CRM Solutions visit : CRM

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

A Short Introduction To CRM Software

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:44:00 +0000

Customer is the king as far as a growing company is concerned. This attitude will help any company to achieve more profit over a period of time. Everything you can do for customer satisfaction is worth. Each effort you are putting forward to increase customer satisfaction will return by way of increased profit and add to the goodwill of the company as a whole. A good Customer Relation Management - CRM software will help an organization to achieve its ultimate goal of complete customer satisfaction.

A good CRM System helps to manage the entire customer related functions with a completely integrated software. Right from generating the leads till the time of converting it to a sale could be tracked through this software. Apart from this, the CRM software should be able to process the functions related after sales service and dealer authorization etc.

A good CRM calls for using latest technology and analytical tools. The data collected through CRM software is very valuable in terms deciding the future of the company and for other major activities related to improving customer satisfaction and thereby profits. A good CRM system also offers the users complete control over their operation and added security for the data.

Implementation of CRM Package should be done with utmost care. While the core of the CRM Software remains the same, many of its other functions can be customized for the end user. An expert CRM consultant can offer you customized reports, which can be generated through the CRM data already gathered.

Find and Search for Unique Gifts from around the world.

Gijo George

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CRM in Core Sector Companies

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:43:00 +0000

I have interacted with many experts in CRM/ERP development and implementations. Almost all of them opine that CRM has limited scope in Capital goods industries. They are not quite right. CRM, Customer Relationship Management was developed primarily to focus on customers of consumer goods, Telecoms and Banking industry.

Today also the almost 80-90% CRM implementations have been in these sectors only. CRM as of today has not been fully accepted in Engineering Procurement and Construction, Capital goods and Core sector companies. These companies are not alive to the benefits these CRM modules can bring about. CRM is a concept and not necessarily a software package developed and marketed by few software behemoths. CRM implementations is supposed to bring with it Best Practices, Evaluation of customers profile, Management of leads/inquiries, Sales closures, Grievance redress and Order execution and closure.

All these activities are quite relevant in Core sector companies as well. However, not necessarily in the same format and style. CRM implementations in these companies require lot of domain knowledge. CRM in Telecoms, Banking and Insurance are mostly standardized. However in organizations dealing in capital goods, the modules are required to be developed based on unique business processes and market dynamics of those organizations. Very few players have requisite wherewithal for developing and implementing these kind of processes. But potential and necessity is there to implement CRM in these sectors also.The benefits arriving out of implementations will be manifold. There will be data classification, trends analysis, market projections, customer complaint analysis, competitors' assessment, Procurement styling etc which will aid decision making. CRM has a long way to go in Core sector companies. The journey has not even begun.

Virtual Web Symphony: A blog by a management and software consultant, SEO and SEM expert, E-learning evangelist and all weather Guru.

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CRM on Demand - Software As a Service

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:43:00 +0000

Suddenly, the whole small to medium sized business market seems to be infatuated with 'On demand CRM' also known as 'Software-as-a-Service' (SaaS). Why this sudden surge in the number of companies opting for on demand CRM over traditional on-site models?

With the advancement in technology and the internet making huge inroads into the lives of people, customers have become more product savvy. They only expect the best from any business and even a small amount of complacency on the part of any business can lead to the loss of a customer. Hence, small businesses relied on software automation and data analysis to improve customer loyalty.

However, they had to rely on a patchwork of applications as CRM was only available for large scale enterprises. So CRM vendors started working on a far cheaper and flexible version of CRM that is best suited for SMBs. The result is on demand CRM.

On demand CRM has been carefully marketed as the perfect integration point for SMBs. The favorable cost factors, the convenience in setting it up and the hardware-free maintenance are some of the reasons why SaaS has really taken over.

But, as a SMB, you should be slightly more careful while choosing any CRM on demand. I will explain the reasons behind this.

1. Most CRM on demand software comes with a three to four year contract attached to it. This means, that you are stuck with it for that period. So you better be careful about what you choose.

2. Not all on demand CRM software is flexible enough to be integrated with existing software applications. If it cannot be done, then it will end up costing more in the long run.

If you are new to the concept of on demand CRM, then seek advice from a CRM consultant who can give you the right advice and help you choose the best hosted CRM.

For more info visit : CRM On demand

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

ERP Brazil: SAP Business One – Localized Portuguese Version By Andrew Karasev Platinum Quality Author

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:42:00 +0000

In previous short articles we have been discussing the options for international company (branches of multinationals with headquarters in US, UK, Australia, Germany, Italy, Portugal, Spain) to implement so-called localized MRP in Brazil. We covered Microsoft Dynamics NAV, AX, CRM. This small article is dedicated to SAP and its mid-market and small-to-midmarket MRP application – SAP Business One. SAP BO in Brazil is available in March 2006.

• Local taxes and regulations. CNAE, CPF, IE, IEST, IM – localization supports these rules and taxes

• Multilanguage. SAP BO has advanced language support in comparison to other localized ERPs: Oracle E-Business Suite, Navision, Axapta, JDEdwards – in SAP Business One you can switch language (from Portuguese to English for example) in the same user session for the same company. Multilanguage support in our opinion enables tight control to financial officers in headquarters for their Brazilian or any other overseas subsidiary.

• Transactional consolidation. SAP integrates SAP BO into its family of ERP systems. SAP BO has transaction consolidation module. Just to give you some excurse – you can use two mechanisms to get cross companies consolidated reporting – using data puling (and original currency historical exchange rate multiplication) mechanism – typical example would be FRx reporting for Great Plains, Solomon and other ERPs. Second and more reliable way is – transaction consolidation – when you physically move transactions (adjusted for the reporting currency) to the image of your subsidiary and then run report over your branches databases. Transactional consolidation makes SAP Business One attractive ERP option for Spoke-and-Hub ERP integration model, when subsidiaries use SAP BO and consolidate transactions to the corporate ERP – mySAP or SAP R/3

• Multicurrency. It is supported in all modules (just in case if you have experience working with multicurrency, available for the GL only).

• Customizations. SAP Business One SDK enables you to tune screens as needed, if you think that end-user intuitive modification is not sufficient. If you need to deploy local programmers – they should be experienced in COM objects programming.

• Competition. As you can expect – you see two types of competitors – local ERPs (Microsiga and Datasul to name major) and international: Oracle E-Business and JD Edwards, Microsoft Navision, Axapta and Solomon (Great Plains is not localized, but local support is available through Alba Spectrum)

If you need help – give us a call: São Paulo: +55-11-3444-4949, USA 1-866-528-0577, 1-630-961-5918, Europa: +44-20-8123-2580, +45-36-96-5520 or help@albaspectrum.com

Andrew Karasev is ERP consultant at Alba Spectrum Technologies (http://www.albaspectrum.com http://www.greatplains.com.mx http://www.enterlogix.com.br) - Microsoft Business Solutions Great Plains, Navision, Axapta, MS CRM, SAP Business One, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally.

We are serving LATAM: Mexico, Peru, Brazil, Bolivia, Venezuela, Colombia, Ecuador, Chili, Paraguay, Uruguay, Argentina, Dominican Republic, Puerto Rico

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Call Center CRM Software

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:41:00 +0000

CRM is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships. To enable organizations to serve customers better and more efficiently, Customer Relationship Management (CRM) software is used.

The strategy of using a successful CRM is usually implemented through a software package designed to support these processes. There are some major areas that the CRM software focuses on including service-automated processes, personal information gathering and processing and self-service. The software attempts to integrate and automate the various customer-serving processes within a company. Customer information is stored for future use by the system. The company aims to make cost savings and enroll new customers by providing the customer quick and efficient service, and also maintains a ready to access database of the customer's information. CRM solutions can also be used to allow customers to perform their own service via a variety of communication channels. The CRM packages may also include contact management software stores, tracks and manages contacts, leads of an enterprise.

The package contains the enterprise lead management software that helps the firm to manage, track and forecast sales leads. Some of the types of CRM softwares are self-service CRM and survey management CRM softwares. Self-service CRM software enables web based customer interaction, automation of email, call logs, web site analytics and campaign management. Survey Software automates an enterprise's electronic surveys, polls, and questionnaires and enables customer preferences.

Many of the CRM packages can integrate with Windows-based packages combining email, calendars, contacts, and tasks and much more into one powerful yet easy to use program.

Call Center Software provides detailed information on Call Center Software, Call Center Software Solutions, Call Center Monitoring Software, Call Center Recording Software and more. Call Center Software is affiliated with IT Help Desk Software.

Article Source: http://EzineArticles.com/?expert=Josh_Riverside

Brazil: ERP Selection - Oracle, SAP, Microsoft

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:41:00 +0000

In the beginning of 21st century we can recognize the trend in international business. Multinational corporations are moving their manufacturing facilities and sales operations to Brazil. Typical scenario – regional office is established in Sao Paulo or Rio de Janeiro and manufacturing facility in Salvador, Porto Alegre, Curitiba, Belo Horizonte, Recife, Manaus, etc. The first step in establishing controllable operations is ERP system implementation – this formalizes the chain of command, decision making and management. In this small article we will give you Brazilian ERP market review for midsize and large business. We will compare Microsoft Business Solutions, Oracle, SAP as well as local ERP vendors: Microsiga and RM. Let’s come to the topic:

• Local versus International brand. We do not pretend to be the judge, just pluses and minuses. Local brand ERP has local market experience, tax, typical chart of accounts, payroll specifics implemented. They are probably very competitive if you are Brazilian business. However if you represent multinational company or corporation – you should think about users experience for your international management team, IT centralized support and things like these.

• SAP. If you are committed to SAP solution - SAP Business One is probably the system of choice – it has transactions integration to SAP, CRM, MRP/Production, POP, SOP, HR, Multilanguage, multicurrency. SAP Business One is just localized for Brazilian ERP market, especially we should mention localized tax engine. SAP tested its localization with 7 pilot implementation in 2005. You should be looking for SAP Business One customization partner (who is licensed to develop customizations and integration in SAP Business One SDK). SAP Business One sits in Microsoft SQL Server and is written in C++ - it also has integration with MS Office on the level of COM objects

• Oracle. Oracle E-Business Suite, also known as Oracle Financials (as part of Oracle E-Business Suite) and Oracle Applications is natural choice if your Headquarters in Europe, USA, Australia or elsewhere is committed to Oracle platform. Oracle has long time presence in Brazil and is very good choice.

• Microsoft Business Solutions Navision & Axapta. Microsoft is currently on the way of merging/integrating its applications – this is known as Project Green, in September 2005 new marketing name was introduced- Microsoft Dynamics. Respectively Microsoft Navision and Axapta became Microsoft Dynamics NAV and Microsoft Dynamics AX. More traditional solution for Brazilian market is Navision. It has very strong position in both Europe (where it is recommended by Microsoft in all the countries, except UK – where both Navision and Great Plains are in use) and USA- especially in manufacturing sector. Axapta, however is newer and respectively its design should be more geared toward new technological trends. Axapta should be released for Brazilian market in 2006

You can always appeal to our help and expertise – in our Sao Paulo office we have all these systems expertise, plus Microsoft CRM, MS Great Plains, Lotus Notes Domino. Please give as a call São Paulo 55-11-3826-3449, USA 1-866-528-0577, 1-630-961-5918! help@albaspectrum.com

Andrew is Great Plains specialist in Alba Spectrum Technologies (http://www.albaspectrum.com) – Oracle, SAP, Microsoft Great Plains, Navision, Axapta, Microsoft CRM Partner, serving clients in São Paulo, Rio de Janeiro, Salvador, Porto Alegre, Curitiba, Belo Horizonte, Recife, Manaus, Lisboa, Coimbra, Porto, Cascais and having locations in multiple states and internationally.

Article Source: http://EzineArticles.com/?expert=Andrew_Karasev

CRM and Customer Life Cycle

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:40:00 +0000

Customer Relationship Management or CRM is a combination of enterprise strategies, business processes and information technologies used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM software systems automate many customer-related business tasks.

CRM applications are traditionally developed as client-server software which incurs higher initial cost of ownership. The proliferation of the Internet and the Web has fueled the rapid growth of Web-based CRM or online CRM applications. Web CRM systems are widely deployed for web based call center, contact management, trouble ticket, personal information manager and scheduling.

The life cycle of CRM consists of three phases - customer acquisition, customer relationship enhancements and customer retention. CRM software streamlines CRM activities at each phase of customer relationship management.

Customer Acquisition

Contact management module and direct marketing module of CRM allow companies to effectively promote and market their products and services to prospects. Those modules help speed up the acquiring processes and reduce the cost of acquiring new customers.

Customer Relationship Enhancements

CRM helps companies better understand existing customers' needs and behaviors and enhance the profitability from existing customers by cross-selling. They can customize their products and services to individual customers' needs and preferences.

Customer Retention

Customer service module of CRM system gives the organizations the edge in customer support and call center services. They can increase customer satisfaction while reducing the cost of support. Customer retention is critical to the overall profitability of an organization. A customer you spend hundreds of dollars and months to acquire may leave you in seconds as a result of poor customer services.

Bruce Zhang has over 10 years experiences in developing and implementing ecommerce and ebusiness systems in various industries. He has created a news aggregator http://www.sysoptima.com/newsbot/crm.php that automatically extracts CRM news and new articles from over 50 sources daily to help corporate executives, IT professionals and consultants to keep up with the latest development in enterprise software market. The website offers a knowledge base for understanding CRM software from a systems perspective.

Article Source: http://EzineArticles.com/?expert=Bruce_Zhang

SAP Business One - Implementing the Future - Version 2007A

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:40:00 +0000

SAP B1 is really innovative ERP, dedicated to small business with great ambitions: MRP, discrete manufacturing or production, CRM, advanced warehouse management and inventory (pack and ship), service contracts (including functionality for creative warranty contracts and even rentals), HR with its ability to track employee hiring and certification history, accrual to cash switch in financial reporting, great support for multi-currency and worldwide localizations. SAP staying behind with its accounting software reputation is worth to mention. These and other features make this ERP application to be included into ERP selection and evaluation worksheet. Let's come through some SB1 features on the executive level:

1. Sales Automation or Client Relation Management functionality. The modern competition dictates you the rule of non-solicitation, however if customer calls or contacts you - then you can register this call in your SAP BO CRM as the lead or opportunity to be your sales process indulgence. Of course indulging is not the only purpose of CRM module - the main idea is to organize your sales department and facilitate group work in presentation and sales cycle

2. Customer Vendor Consolidation. If you had previous experience working with mid-size ERP, then you probably remember that you would in the past have to pay extra bucks for such "large company" features as having business with partner, where it is in fact behaving both as customer and vendor. Good example is freight forwarding industry with monthly settlement report. SB1 has it out of the box, plus you can advance the reporting features to give you exactly what you or your transportation partners need

3. Light manufacturing. One of the popular demands is so called disassembly production order, when you get return from your customer and you would like to take pieces apart and place them back to your inventory warehouse bins

4. Self Implementation Pilots. Yes, SB1 is good fit for such risk free scenarios. If you have internal IT people with accounting background who are familiar with AR, AP, GL peculiarities or rather to say uniqueness of your business, then you can purchase one professional user license (around three thousand US dollars) and do it yourself with limited hourly rates based support from your SB1 partner or ISV.

Andrew Karasev, Alba Spectrum, http://www.albaspectrum.com - help@albaspectrum.com - Please visit our information portal Pegas Planet: http://www.pegasplanet.com - serving ERP systems community since 1993, local service in Chicago, Atlanta, Miami, San Diego, Houston, Dallas, remote support in CA, IL, IN, NY, FL, AZ, WA, NV, MI, WI, QC, ON, BC and the rest of USA and Canada. For 2008 we have SAP BO promotion campaign where we will send our sales engineer and implementation consultant free of charge to you if you are in USA or Canada country side. You will pay only for consulting hourly rates, and we will pay for travel and lodging.

Article Source: http://EzineArticles.com/?expert=Andrew_Karasev

Getting Your Personnel Started With Microsoft Dynamics CRM For Outlook

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:39:00 +0000

Microsoft Dynamics CRM for Microsoft Office Outlook is an add-in that is installed on a desktop or laptop computer. CRM for Outlook brings Dynamics CRM into the every-day Outlook experience by displaying the CRM areas as sub-folders in the Outlook mail folders. With a few exceptions, all of the same functionality is available, including set-up and configuration features.
One of the biggest advantages is that, after the add-in is installed, Microsoft Dynamics CRM for Outlook can send and receive CRM e-mail from Outlook, which simplifies your organization's e-mail setup for CRM. With one click, Outlook e-mail messages can be tracked in Microsoft Dynamics CRM and linked to customer records.

To get your personnel started you'll need to do the following task:

1. Set up user records to manage e-mail with Outlook.

Your personnel then have two tasks to complete:

1. Install Dynamics CRM for Outlook on their computers.

2. Set up their personal options to allow Outlook to send e-mail on their behalf.

• In the Navigation Pane, click Settings, click Administration, and then click Users.

• Double-click a user record. The User form appears.

• Under E-mail Access Configuration, select MCRM for Outlook. E-mail is sent and received with Microsoft Dynamics CRM.

• Click Save and Close.

After you set up your personnel to use Microsoft Dynamics CRM for Outlook, you need to inform them that they need to install Dynamics CRM for Outlook. If your organization uses workflow or mail merge, to send mail automatically on behalf of users, each person needs to set the personal option to allow Outlook to send e-mail with the personnel's name as the sender.

As a suggestion, create an e-mail template with the boilerplate. You can send direct e-mail to new users, which they will receive in Outlook. Step-by-step procedures on how to create e-mail templates and send direct e-mail are in the Help. You will need to provide your company URL [yourcompanyURL] for CRM in the e-mail message.

GT Kimberly is an ardent follower of IT Software News. He is a regular reader of news happenings of Big Companies like Microsoft, Google etc..

Article Source: http://EzineArticles.com/?expert=Glenn_Tim_Kimberly

CRM Applications Are The Need Of Day For All Businesses

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:38:00 +0000

Why you need a CRM application to ensure the success of your business

Today, the world of business has its axis on CRM applications. CRM applications are the need of the day for all kinds of businesses, be it small or large.

They ensure better productivity and profit by bringing about a marked improvement in the performance of the business via customer centric services.

The fulcrum of every CRM application is the same. It aims at creating a better relationship with the customer with the help of carefully collected data. It is the higher interactivity provided via CRM applications that make them so effective.

With a CRM application in place, you can view a 360 degree view of the customers behavioral patterns with regards to the business.

Benefits

There are many benefits of a CRM application for any business.

You can easily collaborate them with your existing applications sharing data across applications.
You can collect, store and share data and access it from virtually anywhere in the world.
Every CRM application can be further customized according to the needs of a business.
Your marketing and sales program will never be the same again post CRM applications. It brings about a degree of precision in sales programs.
You can now track the customers’ transactions with the help of real time updated data.
Most CRM applications are designed in an easy to use format and no extra training is required to impart or use the CRM tools.
Manage marketing, customers, sales and billing via one platform in which all that you need to do is click.

Get It today

If you are a business owner and you still have to try CRM applications, then stop procrastinating and act today. CRM applications will bring about a refreshing change from the norm and your business will become easier to manage, more customer centric and profitable.

For more info visit : CRM Application

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

The Benefits and the Dangers of CRM

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:37:00 +0000

"CRM" stands for Customer Relationship Management. It is a business strategy that is used to improve customer service, and increase customer satisfaction. Customer Relationship Management is designed to provide information a business need to develop and implement smarter customer strategies.

The benefits of Customer Relationship Management CRM are clear: CRM ebables companies and organizations to build more profitable customer relationships and reduce operation spendings. Sales, mareketing personnels will have more customer information to work on. The business is able to know what customers want so that they can maximize their revenue by adverting the right products to the right people. CRM also enable business to monitor all the contacts between customers and companies.

However, study has shown that only 16% of businesses are satisfied with their CRM software. More than half of CRM initiatives fail. The biggest problem is that the collected data are not used. Most of the companies has spent tons of money to collect all kinds of information of their clients but never use this information to improve their business. Money spent on CRM software and implementations has been wasted. As a business owner, before you spend any money on CRM software and implementations, you need a complete planning that ensures your success. The ultimate goal is to improve your relationship with your customers, and boost your customer satisfaction.

For more information and resources related to CRM and CRM softwares,visit the one-stop online CRM solution website at http://www.crm-solution-web.com/

Article Source: http://EzineArticles.com/?expert=Song_Chengxiang

Is Hosted CRM The Best Option For Small Business?

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:36:00 +0000

Why hosted CRM for small business is the best option

Being a small business is no longer an excuse for being complacent. The internet has only aggravated the competition amongst small businesses and now, most small businesses are utilizing the best software and technology at their disposal to beat the competition.

If you are a small business CEO, and are still relying on age old software and business practices, then it's time to wake up and smell the coffee. CRM or customer relationship management is the name of the game. CRM is a strategy that emphasizes on building better relationships with the customer. It works by improving customer loyalty, enhancing customer satisfaction and thereby improving the profitability of the business. It will enable your small business to serve more customers in a much more efficient manner using fewer resources.

Cost constraints? Think again!

The one reason that had made CRM the domain of large scale enterprises is the cost of deploying it. The popular and prominent model of CRM software was the on-site version which required dedicated teams to manage it, hardware and software modifications and a flexible budget. But, small businesses cannot afford this luxury.

So, CRM vendors came out with a CRM software model custom designed to suit small businesses. It is called hosted CRM, web based CRM or CRM on demand.

The most important differentiating factor is that hosted CRM is delivered over the internet and is hosted by a third party (in most cases, the vendor). This eliminates a lot of hassles that are typical with on-site CRM. While reaping all the benefits of a traditional CRM software, small business no longer have to invest in dedicated servers, software experts to manage the software and upgrade costs.

Hosted CRM is flexible, scalable and easy to use. The only investment that a small business has to make is in a quality broadband internet connection and the entire team can work under one platform.

For more info on Hosted CRM visit: CRM

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

What's the Definition of CRM?

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:35:00 +0000

CRM is software.

Unfortunately, that belief system is why so many CRM implementations fail. They are only implementing software. Just as in politics, marketing has been used very effectively by software companies, and resellers, to create a belief system based on sound bites. If you say it often enough, it becomes true, no matter how ridiculous it sounds.

CRM actually stands for Customer Relationship Management. I don't see the word software in there, do you? CRM is actually a customer-centric way of doing business. It's a philosophy that if you truly know your customer, you will be able to deliver the products and services they need, instead of the products and services you need to sell. The end result should be more than customer satisfaction. It should be increasing customer loyalty.

CRM is also a strategy which is based on an acute understanding of your customers. Knowing which customers are profitable and which customers are not. Knowing what they need, and what they don't need. A solid CRM strategy will help you manage the four bottomline corners of your business: Revenue, Costs, Profitability and Lost Opportunity Costs.

If you are considering that first step into the CRM abyss, or if your looking for some help getting out of it, start with this CRM Definition

CRM is not software. CRM is your commitment to know your customer better. CRM requires you to develop a strategy to increase customer loyalty through a better understanding of those customers. CRM is about setting measurable economic goals, justifying the investment to achieve them and measuring them. CRM is about communicating a customer focused vision to your customer facing business units. CRM is about leading your customer facing business units to work together so your customer sees a clear and unified message. CRM is not about Sales. It's about Sales, Marketing, Customer Service and Customer Support working together.

And once you've done all of this, you will know what you need and don't need in a CRM software package. Don't develop a CRM strategy based on the features of some CRM software. Your requirements should be derived from your Strategy, not from your software.

Mike Boysen is a Sr CRM Consultant for one of the top Sage partners in North America and focuses on developing comprehensive middle market CRM solutions; including back office integration, business alerting, workflow management and business intelligence. He is also the creator of http://www.effective-crm-consulting.com

Article Source: http://EzineArticles.com/?expert=Mike_Boysen

Does Small Business CRM Really Help Your Business

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:34:00 +0000

CRM is the most talked about software in today’s business world. CRM is an easy-to-use software tool suitable for any small business needing a complete, cost effective and hassle-free solution for managing sales, customers and bookkeeping as well as day to day invoicing.

The all-in-one sales and marketing CRM software program facilitates small businesses to double their sales at a faster pace. From lead generation, to placing an order or even the follow up of the same, CRM is the apt solution in efficiently managing your small business day to day operations.

However why do we require CRM software in the first place is what crosses our minds. The following will give you a better insight as to what you can expect when CRM is adopted in your small business.

It helps in the automatic integration of the sales marketing and the customers data base,
Ensures a faster access to vital customer information from any where any time.
Inexpensive efficient marketing campaigning management system
Next to zero maintenance costs
No additional installation and infrastructural expenses
Instant integration with the existing business procedures
Easy to understand and use
100% customizable to suit your unique business requirements

CRM is very essential for all small businesses in order to have a successful ROI turn over. However choosing the right CRM product customized as per your business needs is the Key, as it helps to derive the real potential benefits when adopting CRM in your small business.

For more info visit : OfficeInteractive

Article Source: http://EzineArticles.com/?expert=Rama_Krishna

SAP Business One Implementation - Customer Specific Pricing

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:33:00 +0000

SAP B1 ERP is targeted to small and mid-size businesses and the question about implementing new accounting application is this - which functionality is available in standard business logic, prior to considering adding third party modules or launching in-house customization. In this small article we would like to review SAP Business One pricing model.

1. Price Lists. As you expect, there are various price forming formulas: Last Evaluated Price, Last Purchase Price and then you can base one price list based on another price list with multiplication factor.

2. Special Prices for Business Partners. Here for specific price list you can define discount, applicable to the specific item for this business partner or customer.

3. Scenarios. For your several the most important customers, you would like to announce special program of discounting items, that they ordered last year, but for their internal reasons they stopped ordering these items from you for let's say six month ago. You would like to get their business back and go for really low prices for the items they you enjoyed to sell them in the past.

4. What is nice about SB1 Implementation. From our experience we see that it is common when customer asks about specific custom business logic design and the in a few month of being in production we discover that instead of using custom business logic customer deploys flexible options in standard version to work around and find simple replacement to the customization.

5. SAP B1 Licensing model. Currently it is all-in-one. Meaning that you named user will have access to all the standard modules. However there are several paths for CRM only users, where they can have access to Sales, Service sides or CRM web access only, where license price is typically below 40% of all in one.

Andrew Karasev, Alba Spectrum, http://www.albaspectrum.com, help@albaspectrum.com - Please visit our information portal Pegas Planet: http://www.pegasplanet.com, serving ERP systems community since 1993, local service in Chicago, Atlanta, Miami, San Diego, Houston, Dallas, remote support in CA, IL, IN, NY, FL, AZ, WA, NV, MI, WI, QC, ON, BC and the rest of USA and Canada. For 2008 we have SAP BO promotion campaign where we will send our sales engineer and implementation consultant free of charge to you if you are in USA or Canada country side. You will pay only for consulting hourly rates, and we will pay for travel and lodging.

Article Source: http://EzineArticles.com/?expert=Andrew_Karasev

Selecting a CRM System

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:30:00 +0000

Due to the high level of competition between online businesses, more and more of them are choosing to use a CRM system to help with managing their customer relations. If you are thinking of incorporating a CRM system then you will find that generally speaking there are two types to choose from. They are on-site CRM systems and web-based or hosted CRM systems and there are significant differences between the two.

When the two are compared, online or hosted CRM solutions appears to show many obvious advantages over on-site CRM solutions, particularly for small to medium sized businesses. To start with on-site CRM can be difficult to access from some areas of the world, while online or hosted CRM solutions are easily accessed from anywhere.

All data for a hosted CRM solution is stored in a secure location for complete security with a hosted CRM system. Also, much of the work, such as upgrading data is done by the service provider, so this takes this burden off of your shoulders. Another great aspect of online CRM applications systems, is that communications is far more streamlined and efficient.

This means that if you have promotions people working working in one country, they can instantly connect with sales person ell working anywhere in the world by using the web based CRM. For small to medium sized businesses, hosted CRM applications are a life saver and can allow a company that is has a limited budget for customer relations management to play in the big leagues with regards to CRM.

Another great advantage of web based or hosted systems is that they are far easier to implement as compared to on-site CRM ones. This is because there is a wide selection of modules that allows you to select just what is best for your business applications.

Written by Alesandra Gibson. Find the latest information on CRM Requirements as well as Small Business CRM

Article Source: http://EzineArticles.com/?expert=Alesandra_Gibson

SAP Business One Customization Market - Review

noreply@blogger.com (sap crm tutorials) — Sat, 27 Dec 2008 07:29:00 +0000

SAP Business One has about 4 years of implementation history and very robust presence in the USA, Europe, Australia, New Zealand, plus it has strong positions internationally. Considering the fact of relatively young age – the design of the system, including object model enable advanced customization, integration with both legacy and new technologies. We see certain stake on Microsoft technologies, such as MS SQL Server and COM object model. Integrated CRM module allows you to deploy Microsoft Outlook client for messaging, just to name a few. In addition to the customizability – SAP Business One has transaction integration to high end SAP, which allows this product to consolidate mid-size and small subsidiaries across the USA or internationally to your SAP corporate ERP system – franchisees network, dealerships, manufacturing facilities, etc. In this small article we will give customization scenarios to IT managers, who are planning to deploy SAP Business One integration, customization, reporting, etc.

• SAP Business One SDK. SAP Business One Software Development Kit has User Interface API, Data Interface API, Java Connector. The recommended way of customization design is XML web services, which allows you integrate custom web portals with SAP Business One objects: Sales Orders, Inventory Items, Customers. Ecommerce or Web-based Extranet (collaboration with your permanent vendors and customers) would be a good example.

• Implementation Partners. SAP Business One has several licensing & certifications criteria. One path allows the SAP partner to provide installations and so-called functional consulting. This means that these companies are experts of tying your business processes to SAP Business One standard set of modules and standard features/functionality. In our opinion – SAP BO is not only for relatively small to midsize businesses, but also for mid-size to large and even corporate business (subsidiaries and branches). Large companies have combination of multiple systems, including legacy – often they combine several platforms: Windows, Unix/Linux, Lotus Notes Domino, Siebel CRM, Salelogix, IBM DB2 to name a few. In this situation you need partnership with technically-savvy and experienced partner

• Customization Partners. SAP Business One SDK is not an open technology and in order to get access to it SAP Partner should get SDK development training and pass certification exam. At the same time, SAP SDK uses open tools, such as Microsoft Visual Studio, for example for coding itself. This leads to the common practice when Customization partners do not provide implementation and functional consulting services, but rather concentrate on development – offshore business location is also common. Some risk, however might be attributed to the fact that one organization does business processes specification and another one realizes them in custom coding.

• Technology Partners. The best result in the custom solution in our opinion could be achieved with SAP Business One Partner, who does both sides: Implementation/Functional and Customization/Development. Considering less then 10,000 SAP Business One implementations worldwide – it might be difficult to find local technology partner in your area, in this case – the compromise is to use remote partner with the network of local independent contractors.

Happy implementing, customizing and modifying! If you want us to do the job - give us a call 1-866-528-0577! help@albaspectrum.com

Andrew Karasev is Chief Technology Officer at Alba Spectrum Technologies ( http://www.albaspectrum.com ) – SAP Business One, Microsoft Business Solutions Great Plains, Navision, Axapta MS CRM, Oracle Financials and IBM Lotus Domino Partner, serving corporate customers in the following industries: Aerospace & Defense, Medical & Healthcare, Distribution & Logistics, Hospitality, Banking & Finance, Wholesale & Retail, Chemicals, Oil & Gas, Placement & Recruiting, Advertising & Publishing, Textile, Pharmaceutical, Non-Profit, Beverages, Conglomerates, Apparels, Durables, Manufacturing and having locations in multiple states and internationally. We are serving USA Nationwide: CA, IL, NY, FL, AZ, CO, TX, WI, WA, MI, MA, MO, LA, NM, MN, Europe: Germany, France, Belgium, Poland, Russia, Middle East (Egypt, Saudi Arabia, OAE, Bahrain), Asia: China, Australia, New Zealand, Oceania, South & Central America: Mexico, Peru, Brazil, Venezuela, Columbia, Ecuador, Chili, Paraguay, Uruguay, Argentina, Dominican Republic, Puerto Ricor

Article Source: http://EzineArticles.com/?expert=Andrew_Karasev

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