What is customer segmentation?

Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on. Using segmentation allows companies to target groups effectively, and allocate marketing resources to best effect.

Segmentation in SAP CRM

SAP CRM has many features related to segmentation. With the newer and better versions of CRM coming up, segmentation itself is becoming a separate topic within Marketing. A lot of new terms have been introduced and one can do a lot of activities in the new segment builder (or graphical modeler).In this document I will describe how to configure segmentation in your CRM system.

Configuring segmentation in SAP CRM

1.       Data Source

First and foremost task to find out the data which needs to be segmented and the source of the data. Refer to the steps below for creation of data source.SAP CRM supports mainly three types of data sources.

a)     1. Marketing attributes

b)     2. Infosets

c)     3. BI queries

Based on the type of the data the origin type is selected. If the data is coming from the marketing attribute set then attribute set is selected.If it’s a BI query then BI Cube is selected and if the data to be segmeneted is from CRM Master data then InfoSet is selected.If ELM is used to upload data to be segmented External List management is selected as origin type.

For attribute list as origin, first we need to define the attribute lists in CRM Web UI.

In SAP GUI, search for the attribute list and select it. Save the data source.

In case the data source is InfoSet . i.e, CRM master data is used, we need to create the infoset in CRM using the transaction sq02. Here we can use table joints to join tables from which the data has to be fetched.

Once, the table joint is done, one can select all the fields for segmenting or preselect only relevant fields for segmenting. Even custom tables can be used for joints.

Save the infoSet and navigate back to segmentation data source screen in SAP GUI( t code: crmd_mktds)

For BI queries as data source, the BI query has to be created in the BI system first.

1.       Attribute List

The next step is to create the attribute lists so that they can be used for segmentation in Web UI.

T code: crmd_mktds

Select the data source and start to create filters. Save the attribute list.Your attribute list is now ready to be used for segmenting.

This function would enable the CRM system to display product proposals in sales orders. These product proposals can thereby boost the sale of certain products or/and extend the scope in sales negotiations. Product Proposals can be any one of the following:

•     Cross-selling – Related products are proposed

•     Up-selling – Higher value products are proposed

•     Down-selling – Cheaper alternatives are proposed.

•     Accessories-Accessories with base product are proposed

•     Top-n product lists - List of n products (best-sellers for example) displayed for cross-selling purposes in scenarios like Telesales or Internet Sales. This feature is valid only for existing TG member.

•     Past Orders –Products ordered by Customer in a given period (in past transactions) are proposed

•     Marketing Campaign- The products for which a marketing campaign was released would be displayed as proposed products

Example: let us consider two distinct cases. In the first case, products are proposed based on the product entered in Sales Order. (Condition = Global)

In the second case, products are proposed based on products entered in sales Order as well as the Sold-to-Party. If the Sold-to-Party belongs to a particular Target Group then a specific set of products is proposed. (Condition=TG)

Product proposal Scenarios:-

Scenario 1: If product X is selected; additional product a, product B and product C are proposed (cross selling)             

                                 Scope: Global                                                          PP Type: Cross Selling

Scenario 2: If product X is selected; more expensive products (or one with a higher profit margin) P, Q and R are proposed.

                                Scope: Global                                                         PP Type: Up selling

Scenario 3: If product X is selected; relatively cheaper (or one with a higher profit margin) U and V are proposed. This can help reduce the risk of no sale.                                Scope: Global                                                        PP Type: Down Selling

Scenario 4: If product X is selected and the sold-to-party belongs to a particular group; additional product A, product B and product C are proposed                                         Scope: TG                                                        PP Type: Cross Selling

Scenario 5: If product X is selected and the sold-to-party belongs to a particular group; more expensive products (or one with a higher profit margin) P, Q and R are proposed.

                               Scope: TG                                                        PP Type: Up selling

Scenario 6: If product X is selected and the sold-to-party belongs to a particular group; relatively cheaper (or one with a higher profit margin) U and V are proposed. This can help reduce the risk of no sale.

                               Scope: TG                                                      PP Type: Down Selling

Scenario 7: For a particular group of customers (whole sellers in this case) , Top 5 products are always displayed while creation of sales order.

                                Scope: TG                                                      PP Type: Top N List

Scenario 8: Say we have 5 customer, among which 2 are top customer and 3 are average customer (based on orders the customers have placed in the last few months).For the top customer, proposals should be displayed based on past orders of one month. For the average customers, last 3 months past orders should be considered.

             Following conditions are supported based on which the products would be proposed.

1.     Status of the transaction type

2.     Time period

3.     No. of transactions within the time period

PP Type: Past Order                                                                                    *Currently only 1 rule is supported

Scenario 9: A marketing campaign for a particular set of products was released to a targeted customer (whole seller).While creating a sales order for any of the targeted customer ( whole seller), the products for which the campaign was released would be displayed as proposed products.

PP Type: Marketing Campaign

Hello

A Membership Activity in Loyalty Management consists of two sets of configuration.  1. Membership Cateogry 2. Membership Types.

We have to create Membership Category in the first place and also create Membership Types. After that, we assign Membership Types to Category based on the common features of Membership types.

My question follows:

1. What is the purpose of this assignment and how does it control the process/transaction flow?

2. If there is a common (general) membership type that is applicable for two different categories (based on business requirement) can I assign it to fulfill my requirement.

As a followup question;

Can a membership type be used for two different channels (say Web Channel and Web UI) during the creation of membership activity? How this is configured in the system?

Regards

Ram

Segmentation Basis in SAP CRM: Configuration & Authorization Setting

Introduction

Segmentation is a business process to divide the customer base into different segments. It enables to effectively communicate and target the right ‘Target Group’ in an organization’s marketing activities like Campaign Management, Tele-Sales and Tele-Marketing. It is mainly used to identify and target the customers who meet specific condition to enable more focused and effective Campaign management. The steps Involved in segmentation are:

This document will discuss about the configuration & usage of segmentation basis in detail.

Segmentation Basis

In SAP CRM there is a concept of segmentation basis which is used to restrict the customer master data to an organization unit or a sales organization unit. The main purposes to consider segmentation basis are: a) Improved system performance b) Restriction of customer data. A sales representation of Sales org A has no business with customers of sales org B so there is no point in exposing the customer information to this representative.

Segmentation Usage

The usage is necessary for the following reasons:

• To control which users are able to access & process which segmentation elements (if authorization concept is being used.)

• As a search criterion for graphical modeling,

For segmentation process in SAP CRM, each element of segmentation like segmentation model, segment, target group, and selection and attribute list must be assigned to a usage to use the authorization concept of segmentation usage and segmentation basis. These are the standard segmentation usage categories in SAP CRM 7.0.You can create your Own customized segmentation usage but you have to select one of these categories.

• Campaign execution

• Segmentation basis

• Product proposal

• Processing group for business routing

• Business partner group for business routing

• Conditions

• Partner authorization group

• Data quality administration

• High-volume segmentation

• High-volume segmentation basis

  The need for additional usages depends on the way the organization wants to use the authorization through segmentation usages. Generally organizations use Sales area (sales org, distribution channel & division) data for segmentation authorizations. So a separate set of segmentation usage is created for each sales area.  

Configuration of Segmentation Usage & Segmentation Basis

1.    Go to SPRO:

2.    Create Segmentation Usage for Each Customer Centre/Company Code:  Make SB Mandatory For the Z Seg usage types , there would be 3 seg type for each Company code/customer centre in AC scenario.

3.    Go to PFCG: Here the segmentation usage would be controlled for that user. CRM_SEGTYP authorization object would be used.

Here you can see that we have maintained the Z segment usage for this user in authorization object CRM_SEGTYP. This user can not user other segmentation usages in CRM. We can also control the activities for these seg types but here we have given all activity authorizations.

4.    Creation of Segmentation Basis: Here this user can only use assigned Segmentation basis usage. You can see that in dropdown.

As per our convenience, first we will create target group for each Customer centre/company code/authorization sales area and then we can create Segmentation bases from those TGs.

You can directly create a segmentation basis in SAP GUI also. In the standard delivery, the following programs are used to create segmentation bases:

• B2B/B2C
• Country Distribution
• Territory Management
• All Business Partners by Channel Partner
• From Target Group

Here I am creating a test Seg Basis from territory.

Creation of Segments in Web UI:

1.    Profile Set : Here only assigned segment usages are available to this user & system prompts that it is necessary to maintain Segmentation basis with this segment usage.

Only assigned Segmentation basis is displayed in F4 pop up (USA in this case).

2.    Profile & Target Group

Here, even the attribute list would be restricted by segment usage. We need to assign usage while creating attribute lists. That is why we would need to create separate “Attribute list” for each customer centre/company code/Authorization sales areas.

Here, even the attribute list would be restricted by segment usage. We need to assign usage while creating attribute lists. That is why we would need to create separate “Attribute list” for each customer centre/company code/Authorization sales areas.

We can use segmentation usage (110000) for maintenance of attribute lists if we do not want to maintain separate attribute lists for each sales area. Same attribute lists would be used for all sales areas if attributes lists are assigned to this segmentation usage.

Updating segmentation bases

For segmentation bases that we have created in Customizing, the update is already scheduled from the outset. For other segmentation bases, we must regularly schedule the update as a background job using the report CRM_MKTTG_TREX_UPDATE.

Segmentation basis is a very powerful tool in SAP CRM which can be used by organizations for Marketing & sales authorizations as well as for enhanced performance of the CRM system.

This concept can be used efficiently in large corporations where the number geographical sales organizations are very high. Customer data of one sales organization would not be accessed by sales representative of another sales organization.

Reference(s)

1. 1. http://scn.sap.com/community/crm/marketing
2. 2. http://help.sap.com/saap/sap_bp/CRM_701_XX/Html/index.htm
3. 3.http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/19/68a028d02b460fa899066d948ed3ab/frameset.htm

Segmentation when i create a datasource with infoset and infoset is CRM_MKTTG_BP_ADDR.

when i assign the datasource to attribute list and activate it. there is no values found in the filter criteria.

I have used the infoset CRM_MKTTG_BP_ADDR. and the tables BUT000 and ADRC.

Regards

Reddy

Recently while exploring some of the key features of trade promotion management (TPM) in CRM 7.2, I came across "Deals".I was also looking for a tool (standard) which I can use to plan my promotion on a higher level .Deals are not much different than promotions ( technically) and there is hardly any configurations required to set it up in the system.

Deals can be of two types-

1.Individual Deals  -- Deals for a single accounts

2.Deal Hierarchies – Deals for account hierarchies (changes made to the higher-level deals can be cascaded to the lower-level deals)

Some Key Features of Deals:

• Information distributed from Marketing Managers to Account  Managers
• A template for Trade Promotions.
• A guideline to create Trade Promotions for customers
• Deal creation and maintenance only in CRM Enterprise
• Modification of Deal information in a Trade Promotion
• Deal and Promotion Planning information in BW
• Support for ongoing communication processes between the Trade Marketing Managers and the Account Managers in an easy to use and secured environment

A graphical representation of how Deal works is provided below -

Let us assume we have a 4 level account heirarchy as shown in the figure below.We can first create a Deal at level 1 heirarchy node .The marketing manager then generates a deal hierarchy upto a level he choses.He can also do top down planning using some of the standard key figures like Discount/SU or Budget.If the marketing manager changes a higher-level deal, he or she can cascade the changes to lower-level deals when he or she saves the deal, or preview the changes before saving by choosing Cascade Change.

The marketing manager then releases the top-level deal and then notifies the key account managers (KAMs).The KAMs review the deals and negotiate trade promotions with the accounts. They generate trade promotions from the deal, using deal planning data as a guideline. The account managers must enter a planning profile group for the trade promotion, and can enter planning data at the product level.If the marketing manager changes the deal hierarchy after the KAM has generated trade promotions, the changes are not cascaded to the trade promotions

Deal Overview

Planning in Deal

Once the Deal is saved and released , the KAM can create promotions from the Deal.Data copied or defaulted from a Deal to a Trade Promotion:

• Trade Promotion ID
• Customer hierarchy node
• Basic data
• Dates
• Texts
• Documents
• Channels
• Segments
• Products
• Product Catalog
• Planning Data
• Trade Spends
• Partners

Promotion copied from Deal

The KAMs can now further process and plan the promotions.

In campaign automation scenario, system can send out E-mails to customers. And according to customer's response to the surcey, the follow-up step can be

different. In the standard System, a customer response is defined as an inbound contact. If a preceding campaign element is assigned to this contact, then campaign automation rule evaluation is started and additional subsequent steps are scheduled. The actions of the transaction are used for this.

Alternatively, a lead object with origin Campaign Response can be processed as a customer response. To do this, the appropriate action profile must be assigned to the transaction type.

In Customizing, the action for campaign automation is assigned to the action profile activity of object category BUS2000126. The system checks for an inbound business activity as a scheduling requirement. Method MKTCA_PROC_INB is used to execute the action. Method MKTCA_PROC_INB is an implementation of the method EXECUTE of the interface IF_EX_EXEC_METHODCALL_PPF.

Process flow in method MKTCA_PROC_INB

1. Determine reference object (current document).

2. Read data for current document using function module CRM_ORDER_READ.

3. Check whether a campaign element or a campaign is assigned as a preceding document.

4. Determine the business partner and the activity partner from the document. The method supplied P_GET_PARTNER only takes into account the transaction categories of business activity and sales order. For marketing contacts and lead objects, the partner function categories of activity partner and contact person are read. For sales orders the partner function categories of sold-to party and contact person are read. If additional scenarios need to be supported, the method must be supplemented accordingly.

5. Call method PROCESS_INBOUND.

As well as the action in the action profile ACTIVITY, the action profiles CAMPAIGN_AUTOMATION_ACTIVITY (BUS2000126), CAMPAIGN_AUTOMATION_LEAD (BUS2000108), and CAMPAIGN_AUTOMATION_ISALES (BUS2000115) are also supplied. These contain only the action for starting subsequent steps in campaign automation. They can either be assigned directly to a transaction type or be used as a template for creating your own action profile.

Hello everybody,

This document shows how to setup a simple member activity to be used in a loyalty program.

Our next document will show how to setup a simple loyalty program, so stay tuned.

Procedure

1.     Access IMG

2.     Access the following path:

Customer Relationship Management->Marketing->Loyalty Management->Member Activities->Define Member Activity Categories and Types

3.     Select Member Activity Types and hit the button “New Entries”

4.     Assign the values according to the table below:

5.     Select member activity type “ZPOS_ORDER” and select Define Specific Attributes according to the table below:

You can check using the image below:

6.     Select the option Member Activity Categories

7.     Create member activity category according to the table below:

8.     Select the ZPOS_ACTIVITIES member activity category and click Assign Member Activity Types

9.     Assign the ZPOS_ORDER member activity type

10.     Save

If you have any question regarding the content fell free to post on the comments.

Note that in the next document, I will post how to create a simple loyalty program, so stay tuned!

With my best regards,

Caíque

Hi All , I have been working with ELM since past few days. and I would like to share some knowledge about ELM , Configuration for ELM , Enhancing ELM , Troubleshooting ELM and someother things or tips as well.

ELM :

What is ELM : ELM , External List Management is used to pull data from external sources such as your Flat files ( text , csv) and upload the same in System for Creation of Business Partnes , Activities , Lead or Prospect and Target Groups.

So the ELM : 1st gets data from External Source, 2nd it Maps that data as per your requirment and 3rd it creates Business Partner or Business Transactions ( Activity , Lead ).

You can use this for High Volume data as well.

So before you start using ELM you need to do some configuration.

Goto SPRO->Customer Relationship Management->Marketing->External List Management.

* Define List Type :

     In this activity you define types for your lists. The values that you define here will then be available in the input help for the field Type.  It consists of a technical key and a short description. In our Case we have  used standard but you can create your own List type. Just create New List type and select while creating ELM. You can also check Rented indicator ( If the data in an address list is rented, a category must be assigned to this list in which in Customizing the indicator is set to Rented.)

For Rented :  :

Business partner master records where the indicator Rented is set, are not distributed to CRM Mobile and not distributed to the connected OLTP Systems. Only when the indicator Rented is removed from the business partner, can the master record distribution take place.

* Define List Origin :

In this activity you define the possible origins of your lists.

The values that you define here are available in the input help for the field Origin.

For each origin defined you can set the Consumer indicator to determine whether general business partners or consumers are created when you generate business partners.

You Can assign the the origin of an identification type for the business partner. For detailed information, see the definition of Origin.  

Identification numbers must be mapped to the fields ORG_ID_NUMBER or PERS_ID_NUMBER in ELM's mapping tool.

in our case we needed to create customer for particular Identification type so above two statement is very important if you need to create your business partner

if you want them to create with Identification number.

* Implement Workflow Customizing :

   Before  you do this step you need to go to SWU3(tcode) for automatic Workflow customizing and make proper settings.

You need to  goto PFTC and open WS14000029 then goto Workflow builder then goto its Basic Data and in Agent assignment Task you need to check Genral Task.

Above is the Basic Configuration for ELM and is ready to use.

Creation :
1) For using ELM we need to create Mapping Formats.

2) Give Mapping format , List type , List origin and your file path while executing ELM.

3) check for errors ( if any ) or see the data.

in Detail : Step 1 : Creating Mapping Formats:

Go To Marketingprofessional Business Role and Create Mapping.( One Time Activity ).

1) you need to Feel ID for Maping Format and Categoty : you can select the Categories of Data which has to be uploaded.

(In my scenario I am creating Business Partner and Activity Transaction , So i Have Selected Addresses and Activities)

2) Now You need to MAP

1. Introduction

Campaign determination is one of the striking functionality in SAP CRM Marketing. There are some commonly used functionality in Marketing such as Campaign Automation, Loyalty Management, Trade Promotion Management, Campaign Planning Profile and several others. Campaign determination is unveiled topic in K-Shop and so I choose it.

Campaign determination is the process for determining campaign/trade promotions in sales document e.g. Quotations and Sales order. Campaigns/Trade Promotions are executed for promoting products with special price or discount for limited time frame and for specific group of customers. When the sales order is created for this customer campaign/trade Promotion gets determined automatically with conditions specified in it. Marketing projects get determined at item level while creating or when sales document is changed. Campaign specific price is calculated for the product. Campaign determination is controlled using condition technique. In the SAP Business Information Warehouse effectiveness of campaign can be evaluated by calculating number of sales orders placed against certain campaign.

There are following limitations for this functionality:

• Campaigns/trade promotions cannot be assigned to an order item manually.
• Campaign determination takes place in quotation and sales order only.
• Campaign determination takes place at item level.
• In WEB UI navigation to campaign/trade promotion within a sales document is not permitted.

2. Prerequisite

Before we switch to campaign determination below configuration settings should be available in system to run it successfully.

• Connection with back end ECC system via middleware

• Middleware setting for replication of transaction data, business partner, product and condition master data

• Define transaction type, item category, pricing procedure, partner det. Procedure, organization det. Procedure

• Basic Campaigns configuration such as define campaign type, tactics, objectives

• Segmentation settings for creating target group such as segmentation basis, segmentation usage, attribute set etc.

• Business role and authorization assignments.

3. Configuration Steps

3.1  ECC > Integration with Other mySAP.com Components >Customer Relationship Management > Basic Functions > Campaign Determination > Maintain Access Sequences

3.2  ECC > Integration with Other mySAP.com Components > Customer Relationship Management >

Basic Functions > Campaign Determination > Maintain Condition Types

3.3  ECC > Integration with Other mySAP.com Components > Customer Relationship Management > Basic Functions > Campaign Determination > Maintain Determination Procedure

3.4  ECC > Integration with Other mySAP.com Components >Customer Relationship Management > Basic Functions > Campaign Determination > Activate Campaign Determination

3.5  Assign campaign det. Procedure here to combination of sales  org, distribution channel, division, doc pricing procedure and customer pricing procedure.

3.6  Add above defined discount type in pricing procedure defined for document type.

3.7  Download all above condition data in CRM. All these setting can be viewed under CRM> Basic Functions>Campaign Determination

3.8  CRM Master Data Conditions and Condition Technique Condition Technique: Basics  Create Maintenance Group

3.9  Create target group as per requirement. For more details please refer published artifacts on segmentation.

3.10 Create a campaign and add TG under Segment assignment block.

3.11 Add product for with campaign is being run. After enterting all other details    save the campaign and release it.

3.12 Under discount assignment block, assign discount conditions to product.

3.13 Create quotation for one of customer in TG and make sure you enter same product which is added in campaign.

3.14 Go to Product detail screen. Campaign got determined and campaign disount also calculated.

3.15 Go to price details tab and check price calculation.

3.16 Replicate this sales doc in ECC and check table VBKD for campaign assignment to sales doc.

• Reference:

     help.sap.com

Hello everybody,

This document shows how to create a simple loyalty program.

If you have any question regarding how to configure member activities, you can check our last document -> http://scn.sap.com/docs/DOC-44475

In the next document I will show how to create a reward rule group for this loyalty program, so stay tuned!

1. Access the CRM WebClient UI with role LOY_PRO

Enter Loyalty Management -> Loyalty Programs

2. Click at Button “New”.

3. Enter the Program ID and the Type:

4. Assign a dynamic attribute and name for it (Let me know in the comments if you have any question regarding how to create a dynamic attribute)

5. Change the status to “Released” and save it.

6. Check if the Loyalty Program was properly saved.

If you have any question regarding the content fell free to post on the comments.

Note that in the next document, I will post how to create a reward rule group, so stay tuned!

With my best regards,

Caíque Escaler

Creating Install Base:

CUSTOMIZATION STEPS FOR CREATING CATEGORIES, OBJECT FAMILIES FOR INSTALL BASE (IB)

Creating Install Base (IB):

Run the Transaction (/n IB51)

Creating Categories for Install base

Step (1):    Define IB Categories & Installation rules

1. Path:    SPRO -->  CRM -->Master data -->Install base --> IB Category --> Define IB Category & Installation rules
2. Select the Install base Category  (01) --> Install Base  &  Click on "Copy as button"

Edit the details

Click on "Copy all values"

Select the record & click on "Permitted components"

Select the required Object  Type

Select the Record & Click on "Installation Rule"

Go to New entries , Assign the Classes & Save it....

Step (2):    Activate Partner and Address Inheritance

1. Path:    SPRO -->CRM --> Master data --> Install base --> IB Category  -->Activate Partner and Address Inheritance 

    Go to new entries and Select your IB Category & Assign the Partner , Address Inheritance.....

Step (3):  Define Authorization Group for  IB Category   {Optional}

1. Path:    SPRO -->CRM -->Master data --> Install base --> IB Category -->Define Authorization Group for  IB Category 

Step (4):  Assign Partner determination procedure to IB Category

1. Path:     Path:    SPRO-->CRM --> Master data --> Install base --> IB Category -->Assign Partner determination procedure to IB Category
2. Go to New entries --> Select Your define IB Category  &  Assign  the required Partner determination Procedure....

Creating Object for Install Base

Step (1):  Define Object family   {COMC_PR_OBJ_FAM}

1. Path:   SPRO --> CAC -->SAP Products --> Objects -->Define Object family

Select the Std Object family (0007) & Assign your Product Type (Material)

Step (2):  Assign ID Profile to Object Family   {COMC_PR_OBJ_FAM}

1. Path:   SPRO --> CAC  -->SAP Products  --> Objects  -->  Assign ID Profile to Object Family

Go to New entries ,  Select Your Object Family &  Assign your Org data profile ,,, Save it....

Step (3):   Assign Object families to Installed base categories

1. Path:   SPRO-->Master data-->   Install base-->  Object /  Object  Family  --> Assign Object Families to IB Category

Go to new entries, Select your define IB Category  &  Assign Object Family ,,,  Save it.....

Step (4):     Define Characteristics of Object families

1. Path:   SPRO -->Master data   à    Install base -->Object / Object Family  --> Define Characteristics of Object families

Go to New entries and Select your Object family ,, Specify the description &  Save it.......

Step (5):  Define Restrictions for Object families

1. Path:   SPRO -->Master data -->  Install base -->Object / Object Family -->Define Restriction for Object families

Go to new entries ,

Select Your define Install base (IB)  Category 

Step (6):    Maintain Set Type & Attribute

Step  (7):    Create Install Base (IB)

Path:          Run the Transaction   {/nIB51}

1. In the Field IB Category  --> Select your define IB

          Specify the Valid on date & Time

1. In the Field  Copy from  (IB) -->  Select your predefined /Std IB for Copying

          It means that you can Select the data (Std /Source key)  &  make a copy to Existing IB

          Press Enter

     Specify the Ext ID   (ZI)      &     Description   (Installation Base (LG))

• Go to Product Data Tab Page

        Assign the Product ID

• Go to the Installation Data Tab page

        Select your IB Category code

• Go to Individual Object Data Tab Page

        Assign your Family & Object ID

Customizing Install Base:

INSTALL BASE MANAGEMENT (Introduction)

Installed base management enables the representation of objects installed at your customer’s site (such as devices, machines, software, and so on) for which a service is offered. It can also be used to manage objects used internally.

An installed base can be described as a multilevel structure of installed base components for managing objects that are installed (or are going to be installed) on-site, such as equipments, devices, machines, or software. An installed base can be the reference basis for services.

An installed base describes the hierarchical structure of these objects and their individual parts (components).

installed base management is about managing the complete life cycle of the customer assets from the time it is installed and becomes productive, through the period it is in use until the period till eventually it is dismantled.

STRUCTURE OF INSTALL BASE (IB):

structure of installed base

In SAP CRM, an installed base could be composed of:

1) Products

The product contains general information about the goods or services it describes, such as devices, machines, or software.

2) Objects

A unique instance of a product that exists only once, for example, a vehicle, a PC, or a serialized spare part. It is generally identified by a number, fixed relationship, or description, such as ID number, location, and building with address.

3) Text

Text components can also be used to structure an installed base by room numbers in the customer's building, for instance.

4) Installed base components

An installed base could be a component of another installed base.

The following example demonstrates how to organize the structure of the installed base with different components.

1. 3. Information integration in the installed base

The installed base can store various types of Information like:

• Counter and reading

  You can assign counters to an object or an installed base component. You can view and assign counter information and record measurement readings for installed base, installed base components, and objects. The maintenance order will be triggered when specified counter reading is reached. CRM billing from service documents can be performed on the basis of counter readings (for example, consumption).  

• Qualification requirement

You can define qualification requirements for service employees for an installed base or an installed base component and then assign the qualified employees for the field service for example.

• Service levels

  You can assign the correct service profile and response profile to Installed Base and Components for Service Level Agreement (SLA) determination during the service process.  

• Partner Information

You assign business partners such as sold-to party, service employee group, responsible employee, and so on, to each installed base or each installed base component. The installed base can be identified and displayed using the partner information in the service process.

• Address Information

  You can assign an address to each installed base or installed base component. An address can be, for example, the delivery address, location, or customer address.   

• Equipment and functional location

Functional location and equipment that has been already maintained in ERP can now be downloaded to SAP CRM system and graphically represented in the install base tree structure.

NOTE:   In SAP CRM, installed base management is also supported through multiple channels like Interaction center (call center) and mobile channel (e.g. laptop)

Continue Reading of how to configure the Install Base Management @ http://scn.sap.com/docs/DOC-45176.,.,.

Hello Everybody,

This is the third part of our documents showing how to create a simple loyalty program. I hope you haven't missed neader of then, but in case that this happened you can check right here:

First part shows how to configure a member activity -> http://scn.sap.com/docs/DOC-44475

Second part shows how to create a simple loyalty program -> http://scn.sap.com/docs/DOC-44848

Dont forget to check the last part of our documents -> http://scn.sap.com/docs/DOC-45488

You can also check our last blog post where you will understand why every retailer should implement a loyalty program -> http://scn.sap.com/community/crm/marketing/blog/2013/08/06/loyalty-management-in-retailers

Hope you have enjoyed and don't forget to share your experience!

As soon as possible I will be uploading the loyalty overview, it's already done! So, please stay tuned!

All right, regarding this last document, shows how to create rules for our loyalty program.

About SAP Customer Engagement Intelligence powered by SAP HANA:

SAP® Customer Engagement Intelligence (CEI) is a fully integrated software suite that consists of three applications:

- SAP Customer Value Intelligence (CEI-CVI)

- SAP Audience Discovery (CEI-ADT)

- SAP Account Intelligence mobile app. (CEI-AI)

Powered by the SAP HANA® platform, the suite enables real-time insight, interaction, and execution for excellence in sales, marketing, and service.

How to request your free trial:

Simply follow the links below and walk through the request process with just a few clicks.

- CEI-ADT

- CEI-CVI

Please allow approx. three-quarters of an hour for the set-up process to complete.

After the successful set-up of your personal application instance you'll receive an email with system URL and logon credentials.
 

Enjoy your test drive!
 
 
 
 
More information here.

Experience the SAP HANA application SAP Customer Engagement Intelligence (SAP CEI) at zero costs

Background:

Tip:

- Use capitalized letters for your column names

- Do not use blanks in your column names

- Do not use German “Umlaute” such as ä, ö, ü in your column names

- Prevent from leaving cells completely empty. If somebody has no Hobby use “na” or “unknown”. If a numeric value is zero, fill the cell with “0”.

 

Following this might help to prevent issues during data upload and later during modeling and further data manipulation via SQL if required.

Upload the prepared data files to your HANA DB with SAP HANA Studio

We assume you already have a defined HANA DB schema that will contain the new table after upload. In our case, we use REINERM.

Upload wizard is launched from the quick access view. Select -> SAP HANA Content -> Data from local file -> Import.

Select File from your local machine. The Field Delimiter for our CSV File is “Semi Colon”.

Our CSV File contains a first row with column names -> “Yes”, Header row exists.

We create a new table in the existing schema. If the table was created already e.g. manually in HANA via SQL
statement, the “Existing” option would apply. -> Next.

The system proposes a field mapping and data types for the fields of the table to be created. Check this, adjustments might be advisable. The proposed data types might be inappropriate i.e. “City” is proposed as “NVARCHAR14” but in your CSV File row 999998 contains an entry 20 characters long. If you do not manually adjust the data type you’d get in import error.

PARTNER_ID -> change to NVARCHAR10, in the master table each business partner has only one record, therefore we can define the PARTNER_ID as Key field for the table.

You can also use the preview to check if based on the field definitions the data is displayed correcly. If yes -> next -> finish.

Check Job Log -> should say “Completed successfully”.

Result: Table should be created with data uploaded. Check Data Preview.

Repeat the same steps for the dependent table (!!! In this Case GUID is the key field as we have potentially more than one record per PARTNER_ID!!!).

Now view modelling for a custom ADT Segmentation model can start.

HANA view modeling

HANA Views are organized in the Content Area -> Packages. It’s advisable to create a new package.

Tip: Do not use underscore (_) for the package name, it causes issues later in CEI customizing when defining the data source.

Now we can create the first Attribute view (right mouse click the package name).

Add the required tables to the Data Foundation area of the attribute view (drag&drop).

Set-up relation between key fields (drag&drop) – for these two tables PARTNER_ID makes sense.

Adjust join properties -> Join Type: Left outer (view will return all BPs, even if they do not have dependent records).

Fields required as attibutes for segmentation have to be added to output structure of the view -> right mouse click -> Add to Output.

Adjust output field properties -> click Semantics

Every view requires a key attribute -> in this case PARTNER_ID as key attribute makes sense.

You can also adjust field labels. Just enter the required names in the "Label" column.

Save and activate view.

Data preview of the view should now return values. -> View is ready to use as data source in ADT customizing.

CEI-ADT Customizing

Enter application the implementation guide in the CEI application server (wellknown transaction SPRO).

Complete customizing steps in Node Segmentation. The IMG documentation is pretty clear. An overview of the required steps can be seen below.

Steps 1.1 and 1.2 are done with the HANA related tasks described above. Steps 2.1ff are all application server/ IMG related.

Have fun with your custom CEI-ADT segmentation scenario!

With this document we'd like to provide an brief overview on the installation process for the new SAP Customer Engagement Intelligence solution powered by SAP HANA. The official and complete installation guide can be accessed here.

From early customer feedback we feel it makes sense to provide a condensed overview of the process and at the same time point out, that following the guide is more than highly recommended as short cuts or not using mentioned tools will cause erroneous installations.

We hope with this documentation we can help saving time for troubleshooting installations that went wrong!