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SAP CRM Best Practice

in

Ronit Sharvit
About NILIT
 Global company
 2 business divisions – Fibers and Plastics
 Plastic division has 3 production sites in
Germany, Italy and China with 2 sales teams –
Europe and China and customers in more than
80 different countries

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What is Best Practice?
A best practice is a technique or methodology that, through experience and
research, has proven to reliably lead to a desired result. A commitment to using
the best practices in any field is a commitment to using all the knowledge and
technology at one's disposal to ensure success. The term is used frequently in
the fields of health care, government administration, the education system,
project management, hardware and software product development, and
elsewhere.
In software development, a best practice is a well-defined method that
contributes to a successful step in product development.

Definition taken from:


http://searchsoftwarequality.techtarget.com/definition/best-practice

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Why Best Practice?

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 Don’t have to “invent the wheel”
 Use the “best of the best”
 Includes clear methodologies and step-by-step
approaches.

 Reduce costs (less consulting needed)


 Save time (less adjustments needed)
 Reduce risk (others’ experience & step by step
documentation)

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Available scenarios
SAP Best Practices for Customer Relationship Management include
predefined generic business scenarios that handle the most important
business requirements, covering the following key areas of SAP CRM:
•Marketing
•Sales
•Service
•Analytics

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How Does it Work?
 BASIS implementation – SAP Best Prctice CRM 7.02

 Application implementation – Prerequisites Matrix

If you want to activate


this Scope item/ Process You have to activate first
Scope item/ Process Scope item/ Process Description 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
C66 Account and Contact Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C07 C15 C23 C36
C65 Activity Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C07 C15 C23 C31
C39 Lean Campaign Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C05 C14 C1A C1B C22 C1C C1D C37
C30 Lead Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C05 C14 C37
C63 Opportunity Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C07 C15 C23 C31 C32
C64 Integrated Order and Quotation Management (ERP Integration)C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C07 C15 C23 C2A C34
C67 Pipeline Performance Management (ERP Integration) C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C07 C15 C23 C32
C83 Interaction Center Service Request Management (ERP Integration
C00 B01 C71 C04 B09 C01 C03 C10 B08 C20 C4H C18 C4A C4B C4E C35 C29
CR2 CRM Interactive Reporting C41

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 Solution Builder – customization wizard of building blocks

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 Business process exposure – training files

 Minor adjustments
 Go Live
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Why Did it Work?
 There was a need for CRM but no existing
methodology
 Commitment of Project manager
 CRM project team – involved/updated
 Scope in Pipeline and not in Activities
 One way of work

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Appetite comes with eating…

 Beam serial number management 

 Trolley FIFO management 

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Thanks!!