CRM 70_EHP2_Marketing_Management_Segmentation_DV
SAPCRM基础培训教材
SAP CRM1.WebClient UI发展历程：⏹GUI-> PCUI-> IC WebClient -> WebClient最新功能：⏹CRM WebClient User Interface (UI)，可以在GUI中使用CRM_UI直接登录WebClient. CRM7.0新功能⏹使用SAP BSP/BOL技术和HTTP协议，通过网页浏览器登陆实现对SAP CRM的访问特点解析：⏹CRM从CRM2007版本开始，替换SAP GUI而采用WebClient作为用户工作平台，目前最新的版本是CRM 7.0 EHP1⏹为销售，服务，和市场的用户定做⏹用户界面个性化⏹直观的导航和界面⏹快速创建，维护，和查看信息WebClient UI元素介绍：⏹抬头和导航条 Header and navigation bar⏹主页 Home page⏹工作中心页 Work center page⏹搜索页 Search page⏹概览页 Overview page⏹编辑页 Edit page⏹编辑清单页 Edit list page⏹自由格式程序页 Freestyle application page⏹搜索帮助对话框 Search help dialog box⏹值帮助对话框 Value help dialog box⏹个性化帮助对话框 Personalization dialog boxL-Shape：简而言之，是CRM用户操作界面的一种固定格式，L-Shape提供给用户快捷进入所需功能的方式。
下图，将抬头与导航条固定在了Webclient中。
L-Shape特性●固定的位置和大小●可按照用户角色个性化导航条可包括●应用程序搜索●URL●SAP BI报告和分析●到其他系统Entry Pages：包括以下几点Home:主页为每个用户进入的起点，包括与用户相关的任务，报表等信息Calendar:日历页提供了有关今日预约乃至任务的图形化界面。
青啤终端数据导入操作手册样本
青岛啤酒Siebel CRM项目终端数据导入操作手册**: **创立日期: -7-19最后更新日期:版本: DraftApprovals:<Approver 1><Approver 2>Copy Number _____编写阐明•青岛啤酒Siebel CRM系统最后顾客操作手册从业务流限度角度来描述涉及到系统基本操作, 涉及如下四个方面:•流程描述: 简要论述有关业务流程•岗位职责: 简要论述有关岗位职责•操作阐明: 简要论述操作目及对象等使用对象中心信息部管理员省级办管理员都市大区文员操作阐明对本操作总体阐明（从操作角度）目录编写阐明 .................................................................................................... 错误!未定义书签。
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SAP CRM基础教程说明书
About the T utorialSAP Customer Relationship Management (SAP CRM) is key component of SAP Business Suite and it is used not only to add ress an organization’s short term goals, but it also helps in reducing cost and increase the decision making ability by defining future strategy. SAP CRM also helps in achieving differentiated capabilities to compete effectively and to meet long term objectives.This is a fundamental tutorial that covers the basics of SAP CRM and how to deal with its various components and sub-components.AudienceThis tutorial has been prepared for those professionals who wish to learn the basics as well as the refinements of SAP CRM and execute it in practice.The SAP CRM system is used to support all customer focused business areas like service, marketing, sales, etc. It is also implemented for different customer interaction channels, such as Interaction Centers, Internet, and mobile for E-Commerce.This tutorial is planned to make the reader at ease in getting started with the SAP Customer Relationship Management and its several other utilities.PrerequisitesIt is an uncomplicated and simple tutorial which the readers can easily understand. The conceptions are explained here with a basic knowledge of how a company or an organization deals with its CRM System. However, it will help if you have some prior exposure to customer service, assistance related to sales, complaint handling and other related activities.Copyright and DisclaimerCopyright 2018 by Tutorials Point (I) Pvt. Ltd.All the content and graphics published in this e-book are the property of Tutorials Point (I) Pvt. Ltd. The user of this e-book is prohibited to reuse, retain, copy, distribute or republish any contents or a part of contents of this e-book in any manner without written consent of the publisher.We strive to update the contents of our website and tutorials as timely and as precisely as possible, however, the contents may contain inaccuracies or errors. Tutorials Point (I) Pvt. Ltd. provides no guarantee regarding the accuracy, timeliness or completeness of our website or its contents including this tutorial. If you discover any errors on our website or inthistutorial,******************************************T able of ContentsAbout the Tutorial (i)Audience (i)Prerequisites (i)Copyright and Disclaimer (i)Table of Contents .................................................................................................................................... i i 1.SAP CRM – INTRODUCTION . (1)SAP CRM – Overview (1)Features of SAP CRM (2)2.SAP CRM – ARCHITECTURE (3)Installable Components of SAP CRM (4)Content Types (5)3.SAP CRM – CAPABILITIES (7)4.SAP CRM – INTEGRATION WITH SAP SD (9)Maintaining Divisions in CRM (9)Define Divisions and Distribution Channels for CRM (10)Define Combination of Distribution Channels and Divisions (10)5.SAP CRM – GUI (12)6.SAP CRM – WEBCLIENT UI (14)How to Login to SAP CRM WebClient? (14)WebClient UI Components (16)Header Area (17)Navigation Area (19)Work Area (20)Overview Pages (22)7.SAP CRM – WEB UI CONFIGURATION (24)Configuration of the Navigation Bar (27)8.SAP CRM – SALES (33)CRM Sales Channels and Functions (33)SAP CRM – Sales Functions (33)9.SAP CRM – ACCOUNT PLANNING (35)Key Features of Account Planning (35)General Data in Account Planning (35)10.SAP CRM – ACTIVITY MANAGEMENT (39)Activity Management for Employees (40)11.SAP CRM – OPPORTUNITY MANAGEMENT (41)Classification in Opportunity Management (41)Opportunity Hierarchy (42)What is a Lead in SAP CRM? (43)12.SAP CRM – QUOTATION AND ORDER MANAGEMENT (44)Activity Management for Quotation (44)13.SAP CRM – OUTLINE AGREEMENTS (46)Availability Check (47)14.SAP CRM – TAXES (48)Rebate Processing in CRM Sales (49)15.SAP CRM – MARKETING (51)SAP CRM – Marketing Overview (51)16.SAP CRM – MARKETING PLANNING (53)17.SAP CRM – MARKETING CALENDAR (56)Setting up Views in Marketing Calendar (58)18.SAP CRM – CAMPAIGN MANAGEMENT (60)Campaign Execution (60)19.SAP CRM – SERVICE (61)20.SAP CRM – SERVICE REQUEST MANAGEMENT (64)Service Tickets (64)Service Requests (65)Service Tickets Vs. Service Requests (68)21.SAP CRM – SERVICE CONTRACTS (70)What Does a Service Contract Include? (71)22.SAP CRM – SERVICE ORDER MANAGEMENT (75)Complaints and Returns Management (75)Workflow and Escalation Management (76)Warranty Claim Services (77)23.SAP CRM – INTERACTION CENTER (79)Key Functions of SAP CRM IC (79)Interaction Center Agent Functions (79)Interaction Center Components (80)24.SAP CRM – IC PROFILES & CONFIGURATION (82)Integration of SAP CRM IC (84)IC Manager Profile (85)25.SAP CRM – PRODUCT MASTER (87)Product Information in Product Master (87)Product Relation / Linkages (88)Categories and Hierarchies (91)26.SAP CRM – BUSINESS TRANSACTIONS (92)Business Transaction Types and Categories (92)Business Transaction Functions (96)27.SAP CRM – PRICING (98)Pricing Process (99)Pricing Condition (101)Pricing in CRM WebClient (103)28.SAP CRM – BILLING (106)Billing Documents in a CRM WebClient (106)29.SAP CRM – WEB CHANNEL (111)B2B Scenario (111)B2C Scenario (113)SAP CRM 1 SAP CRM is one of the key modules in an organization which deals with handling customers effectively and efficiently. In t oday’s competitive market environment, it is necessary that companies make changes in a dynamic environment and take care of all the key activities related to customer service.SAP Customer Relationship Management is known as integrated customer relationship management module by SAP that helps any organization to achieve their business goals and allows them to perform all Customer Relationship tasks efficiently. CRM is one of the key components for making business strategy for medium and large scale organizations and it also helps in understanding the customers, their needs and customer service effectively.SAP CRM is part of SAP ERP (Enterprise Resource Planning) business suite and is used to implement customize business processes related to Customer Relationship management CRM and to integrate with SAP and non –SAP systems. SAP CRM allows an organization to achieve customer satisfaction by meeting the service expectation and providing products required by customers.SAP CRM – OverviewSAP Customer Relationship Management (SAP CRM) is key component of SAP Business Suite and it is used not only to address an organization’s short term goals , but also helps in reducing cost and increasing decision making ability by defining future strategy. It also supports in achieving differentiated capabilities to compete effectively to meet long term objectives.SAP CRM includes the following sub modules that support key functions of the Customer Relationship Management:∙SAP CRM Sales ∙SAM CRM Marketing ∙SAP CRM Analytics ∙SAP CRM Service ∙SAP CRM Web Channel (E Marketing, CRM Mobile, etc.) ∙SAP CRM Interaction Center IC ∙ SAP HybrisSAP CRM provides you with several benefits, some of which are:∙ It allows you to use cross-industry and industry-specific end-to-end business processes.∙You can use flexible and process-based deployment options.1.SAP CRM ∙It provides you an open adaptable technology platform powered by SAP NetWeaver.Note: With the acquisition of Hybris, SAP CRM Web Channel is no longer in use. All the companies that has CRM Web Channel WCEM license that is valid till Dec 2020 and SAP recommends to use SAP Hybris to manage E-Commerce and Marketing needs. Features of SAP CRMSAP CRM is one of the key component of SAP Business Suite to manage customer relationship related activities. It is used to support all customer focused business areas like service, marketing, sales, etc.This SAP CRM is implemented for different customer interaction channels, such as Interaction Centre, Internet, and mobile for E-Commerce.It has one component known as CRM Analytics that allows an organization to analyze all the information related to ley tasks associated with customer management and use this analytical information for decision making and defining future strategy by providing customers the products that they need, quality of service, assistance in sales related activities, complaint handling etc.CRM Version History∙SAP CRM 2008 (7.0) released in 2009 as part of SAP Business Suite 7.0.∙SAP CRM 2007 (6.0) released in 2007.∙SAP CRM 2006 (5.0) released in 2005.2SAP CRM 3SAP CRM consists of various components that allow you to integrate the CRM module with other SAP and non-SAP modules, internet, mobile devices like smartphones, tablets, and enterprise portal.In the center, it has SAP CRM server which has sub components like: ∙CRM Enterprise Functions ∙ CRM MiddlewareThen there are adapters to communicate with hand held devices and internet. The SAP ECC/R3 system is used for backend, SAP BI system is used for analytical reporting and SAP SCM is used to enhance the capabilities of SAP CRM module.You can also see the SAP CRM architecture and all its listed key components in the following image:∙SAP ERM Server (CRM Enterprise, CRM Middleware, Adapter) ∙SAP ECC as backend system ∙SAP BI for Analytical Reporting ∙SAP SCM ∙Mobile and hand held devices ∙Internet ∙ Enterprise Portal2.SAP CRM4Installable Components of SAP CRMThere are various components that get installed with SAP CRM and provide a large set of functionalities to manage customer relationship.∙CRM Core: This includes the components that are mandatory for CRM system landscape, which includes: ∙o CRM Application Server ABAPo CRM Application Server JavaoSAP GUI and∙CRM Web Client UI.∙CRM Mobile Components: This component is used for a mobile system landscape.∙CRM Handheld Integration: This component is used for CRM handheld integration.Workforce DevelopmentStandalone Components: These components are used to provide additional functionalities. They are optional components shown at the time of installation.Application System:This contains OLTP backend system, BI in NetWeaver, SAP SCM and SAP SRM server.SAP Solution Manager: This is one of the key components for SAP CRM implementation.Content T ypesDifferent content types are available for different components. For example: Content for System landscape directory.The installation program SAPinst can install the CRM Application Server ABAP, CRM Application Server Java and the underlying SAP NetWeaver Application Server in a single installation run. CRM Application Server ABAP and CRM Application Server Java can run in one system using the same database.You can also install the CRM Application Server ABAP and CRM Application Server Java in separate systems.56SAP CRM7The SAP CRM components provide different capabilities. SAP CRM is a complete software suite and is part of the SAP Business software.CRM CoreThe core functions in SAP CRM are provided by CRM Application server ABAP and CRM Application server Java. You can further enhance the core functions by adding other software units. CRM Application server and Java application server enables you operate large range of business processes.To enhance the capabilities, you can add other software like CRM Mobile application to enable use of marketing, sales and service functionalities in offline mode or use of Business Intelligence SAP NetWeaver for analytical reporting.The SAP CRM Application server ABAP consists of the following components:∙ SAP CRM ABAP 6.0 ∙ SAP AP 7.00∙ SAP WEB AS 7.00 (SAP NetWeaver 7.0 Application Server ABAP) ∙SAP CRM UIF 6.0SAP CRM Application Server Java consists of the following components:∙ SAP JAVA data dictionary 5.0 ∙ CRM IPC Mobile 6.0 ∙ CRM IPC MOBILE 6.0∙ CRM JAVA APPLICATIONS 6.0 ∙ CRM JAVA COMPONENTS 6.0 ∙ CRM JAVA WEB COMPONENTS 6.0 ∙ SAP SHARED JAVA APPLIC. 6.0 ∙ SAP SHARED JAVA COMPONENTS 6.0 ∙ SAP SHARED WEB COMPONENTS 6.0 ∙TEALEAF 4.5 (Optional)The SAP NetWeaver Application Server Java consists of the following component:∙SAP WEB AS 7.00You can easily differentiate between CRM core Java components and CRM core non Java components. For a few business processes, you don’t need CRM Application server Java components as they can run on Application Server ABAP components.You should have SAP Core with CRM Java Components (JCRM) for the following business scenarios in SAP CRM:3.SAP CRM CRM Web Channel WCEM: Business scenarios in which you want to use the product configuration. For example: the business process Sales Order Processing in CRM.User Interfaces: The CRM web client is an integrated, clearly arranged web based user interface. You can perform the following functions in the user interface: ∙Clearly arranged page layout∙Flexible and easy-to-use interface configuration∙Toolbar for functions∙Terminology that is suited to the new user interface∙Simple and intuitive navigation∙Easy-to-use personalization∙Enhanced search concept∙Access online help and tutorialsCRM Web Client is based on a web browser, so you would need to install a web browser on the client side. The CRM Web Client is fully based on the CRM Application Server ABAP using Business Server Page (BSP) technology. On the server side, the CRM Web Client is based on a multilayer architecture:∙Presentation Layer∙Business Object Layer∙At the top CRM Web Client UI8SAP CRM9The SAP ECC and CRM are closely integrated with each other and they have to be synchronized in some configurational areas like Sales, Customer master records, Organizational model, etc.Example: An organization model defines the sales area you should use in CRM and check in SAP ECC system. Sales area contains the following components:∙ Sales Organization ∙ Distribution channel ∙DivisionsYou download the data from sales area to ECC system and this is performed when you configure the CRM module. You need to verify the configurational data in ECC before setting up in the CRM.Maintaining Divisions in CRMYou can select if you want to work with divisions in SAP CRM. When you are using CRM with ECC, there is a need to maintain a dummy division or you can also use a header division in CRM so that dummy division for data transfer is not required.Go to CRM -> Master Data -> Organizational Management -> Division Settings -> Define Use of Division and Dummy Division.If you don’t want to define a division in CRM, you can select the check box – “Division not act”. In this case , you would need to enter a dummy division. The division that you enter in this window should be available in the ECC system.To use this division at header level in business transactions in CRM, you can select the indicator- “Header Div Act”.4.Define Divisions and Distribution Channels for CRMYou can also define divisions for CRM in addition to divisions copied from the ECC system. If your CRM system is standalone, then divisions are maintained manually.To define division in CRM, go to CRM -> Master Data -> Organizational Management -> Division Settings -> Define Divisions.In a similar way, you can define distribution channels in Organizational Management as well.Go to CRM -> Master Data -> Organizational Management -> Organizational Data for Sales Scenarios -> Define Distribution Channels.Define Combination of Distribution Channels and DivisionsYou can also define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.To define a combination of division and distribution channel, go to CRM -> Master Data -> Organizational Management -> Organizational Data for Sales Scenarios -> Define Combination of Distribution Channel and Division1011SAP CRM12The SAP GUI is a front-end tool and is used for system administration and customization in SAP Implementation guide (IMG). There are a few administration tasks and transactions which are available in SAP GUI and are accessible from SAP Easy access. Some of these transactions available in SAP Easy access are discussed below.CIC0: Customer Interaction Center5.SAP CRM COMMPR01: Maintain Products13SAP CRM14SAP GUI is used to perform administration tasks in SAP CRM. To perform customization and configuration of CRM activities, a client tool is recommended by SAP which is known as SAP CRM WebClient User Interface.How to Login to SAP CRM WebClient?You can login to SAP CRM WebClient via SAP GUI. To open the login window, you can use the following transaction code: T-Code: CRM_UI and press Enter.If nothing happens, it shows that you are using an older version of SAP CRM.6.Once you click allow, you will see the following screen with login details.Use Transaction code: BSP_WD_CMPWB and enter the name in the Component field and click Execute.15When you click Execute, you will see the login screen of CRM WebClient UI. Enter the user name and password to login.WebClient UI ComponentsThis SAP CRM WebClient is used to access only those applications for which a user role is assigned and have the authorization. In case there is a user with a single role added to his profile he/she can only login with that role and does not get an option to select the role on the login page.When there are multiple roles assigned to a user, he/she can select one of the available roles in order to log-in to the CRM Web UI.SAP CRM WebClient is divided into three parts, which are:∙Navigation bar∙Header Area∙Work AreaThe entire frame in UI WebClient is known as the Navigation bar. You can navigate to different pages in this Navigation bar. The Header area is at the top and contains the system links, work area title, saved searches, history, etc.16The Work area is a place where changes happen with user actions and where user works. The work area also contains work center groups, overview pages, email inbox, etc.The following is a list of all the components in a SAP CRM WebClient UI: ∙Header and Navigation bar∙Home page∙Work center page∙Search page∙Overview page∙Edit page∙Edit list page∙Search help dialog box∙Value help dialog box∙Personalization dialog box∙Freestyle application pageHeader AreaThe Header area is at the top and its position is fixed in the SAP CRM Web Client. You can also set its height in the CRM as per your requirement.The following are the components that are present in the Header area: ∙System Links in sequence∙Work Area Title∙Page History∙Saved Searches17SAP CRMEnd of ebook previewIf you liked what you saw…Buy it from our store @ https://18。
OMRON NX701-1720系统自动化控制器说明书
NX701-1720Sysmac NX7 CPU with Database Connectivity, 80MB memory, built-in EtherCAT (256 servo axes, in total 512 EtherCATnodes) and 2 EtherNet/IP portsIndustrial AutomationController functionality DB connection, Motion control, OPC-UA, Sequence control Primary task cycle time0.125 msProgram memory80 MBVariables memory260 MBMax. number of synchronous axes256Max. number of axes (incl. virtual)256Communication port(s)EtherCAT Master, EtherNet/IP, Ethernet TCP/IP Communication option(s)NoneMax. number of remote I/O nodes512I/O system NX I/O BusMax. number of expansion units0Product Height (unpacked)100 mmProduct Width (unpacked)132 mmProduct Depth (unpacked)100 mmProduct Weight (unpacked)880 gGX-JC033-port EtherCAT Junction module, 24 VDC power supplyGX-JC066-port EtherCAT Junction module, 24 VDC power supplyGX-JC06-H6-port EtherCAT Junction module, 24 VDC power supply, with node switchesHMC-SD492 4 GB SD memory cardNX-PA9001Sysmac NX power supply unit, 100 to 240 VAC, 90 W, "RUN" output relayNX-PD7001Sysmac NX power supply unit, 24 VDC, 70 W, "RUN" output relayW4S1-05D 5-port enhanced Ethernet switchCJ1W-BAT01Battery for CJ1M PLCsNX-END01Replacement end cover for NX I/O seriesAI Machine Automation Controller BrochureEN PDF 5.18 MBData validity check BrochureEN PDF 202 KBFDK CR14250SE Battery Safety DatasheetEN PDF 147 KBHigh-speed inspection BrochureEN PDF 319 KBMachine Safety Solution BrochureEN PDF 2.86 MBNJ-series -[EtherCAT]-ORIENTAL MOTOR aSTEP DC Multi-Axis Drive (AZDxA-KED)Connection GuideENPDF 3.99 MBNJ/NX Series BrochureEN PDF 4.18 MBNJ/NX-Series CPU Unit Motion Control Users ManualEN PDF 19.8 MBNJ/NX-Series CPU Unit Software Users ManualENPDF 24.2 MBNJ/NX-Series Database Connection CPU Units Users ManualENPDF 5.16 MBNJ/NX-Series Instructions Reference ManualEN PDF 11.6 MBNJ/NX-Series Motion Control Instructions Reference ManualENPDF 7.13 MBNJ/NX-Series OPC UA CPU Units Users ManualENPDF 3.82 MBNJ/NX-series -[EtherCAT]- CKD ABSODEX driver (AX9000TS/TH-U5)Connection GuideEN PDF 1.73 MBNJ/NX-series -[EtherCAT]- Hitachi ADV-Series AC Servo DrivesConnection GuideEN ZIP 4.29 MBNJ/NX-series -[EtherCAT]- Inficon gauge (BPG402-SE)Connection GuideEN PDF 1.22 MBNJ/NX-series -[EtherCAT]- Kashiyama Dry Vacuum Pump (E-CAT01 1ch)Connection GuideEN PDF 1.59 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-CKD Sensor (PPX series)Connection GuideEN PDF 2.43 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-CKD Sensor (WFC series)Connection GuideEN PDF 2.75 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-CKD WFK2 Flow sensorConnection GuideEN PDF 2.09 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-MTS Sensors (E-Series)Connection GuideEN PDF 2.4 MBNJ/NX-series -[EtherCAT]- NX-ECC + NX-ILM400 -[IO-Link]-PATLITE Beacon (NE-IL)Connection GuideENPDF 2.02 MB NJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-PATLITE Tower (LR6-IL)Connection GuideENPDF 2.08 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-SMC (ISA3-xxx)Connection GuideENPDF 2.61 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-SMC (xSE20Bx-L(-M/-P)-x)Connection GuideEN PDF 2.13 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-SMC ITVx000/-IO*Connection GuideEN PDF 1.89 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-SMC Servo 24VDC(JXCL1)Connection GuideEN PDF 2.23 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-Schmalz Ejector (SCPSi)Connection GuideEN PDF 2.4 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-ifm (O5D10x/O5D15x)Connection GuideEN PDF 2.42 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-ifm (PN7x94)Connection GuideEN PDF 2.72 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-ifm (TN24xx)Connection GuideEN PDF 2.74 MBNJ/NX-series -[EtherCAT]- NX-ECC +NX-ILM400 -[IO-Link]-ifm TR7439 Pt100/1000Connection GuideEN PDF 2.43 MBNJ/NX-series -[EtherCAT]- NidecSankyo S-FLAG II SeriesAC Servo (DB6xx41)Connection GuideEN PDF 2.65 MBNJ/NX-series -[EtherCAT]- ORIENTALMOTOR Stepper Motor(AZ-series)Connection GuideEN PDF 2.89 MBNJ/NX-series -[EtherCAT]- SANYODENKI AC ServoSANMOTION R 3EMODEL TYPE SConnection GuideEN PDF 3.08 MBNJ/NX-series -[EtherCAT]- SANYODENKI AC ServoSANMOTION RADVANCED MODELTYPE FConnection GuideEN PDF 3.61 MBNJ/NX-series -[EtherCAT]- SHIMADZUPower Unit for TurboMolecular Pump (TMP)Connection GuideEN PDF 1.29 MBNJ/NX-series -[EtherCAT]- SICKAbsolute Encoder(AFS60/AFM60)Connection GuideEN PDF 1.52 MBNJ/NX-series -[EtherCAT]- SchmalzCompact Terminal(SCTSi-ECT)Connection GuideEN PDF 1.33 MBNJ/NX-series -[EtherCAT]- WeidmüllerRemote I/O System (u-remote IP20)Connection GuideEN PDF 1.8 MBNJ/NX-series -[EtherCAT]- YASKAWAΣ-7-seriesConnection GuideEN ZIP 3.77 MBNJ/NX-series -[EtherNet/IP]- Balluff BNIEIP-50x-105-Z015Connection GuideEN PDF 3.35 MBNJ/NX-series -[EtherNet/IP]- CKDABSODEX Driver(AX9000TS/TH-U6)Connection GuideEN PDF 1.71 MBNJ/NX-series -[EtherNet/IP]- HMSAnybus CommunicatorConnection GuideEN PDF 1.51 MBNJ/NX-series -[EtherNet/IP]- HilschernetTAP NT100 Gateway(NT 100-RE-DN)Connection GuideEN PDF 3.5 MBNJ/NX-series -[EtherNet/IP]- IAI RCON system & MCON / MSCON / MSEP ControllerConnection GuideEN PDF 1.9 MB NJ/NX-series -[EtherNet/IP]- KOGANEIManifold Solenoid Valve(F Series)Connection GuideEN PDF 2.43 MBNJ/NX-series -[EtherNet/IP]- NordsonProBlue AdhesiveMeltersConnection GuideEN PDF 2.61 MBNJ/NX-series -[EtherNet/IP]- ORIENTALMOTOR αSTEPCompatible Driver (AZD-xEP)Connection GuideEN PDF 1.82 MBNJ/NX-series -[EtherNet/IP]- SMCSolenoid Valve (SI UnitEX260-SEN#)Connection GuideEN PDF 1.65 MBNJ/NX-series -[EtherNet/IP]- SchmalzK.K. Compact Terminal(SCTSi-EIP)Connection GuideEN PDF 1.69 MBNJ/NX-series -[EtherNet/IP]- ifm IO-Link master (AL1322)Connection GuideEN PDF 3.18 MBNJ/NX-series -[EtherNet/IP]- ifm IO-Link master (AL1920)Connection GuideEN PDF 3.07 MBNJ/NX-series MachineAutomation ControllerBrochureEN PDF 1.81 MBNJ/NX-series MachineAutomation ControllerDatabase ConnectionCPU UnitBrochureEN PDF 1.37 MBNJ/NX/NY-seriesSysmac Library User’sManual for SafetySystem Monitor LibraryUsers ManualEN PDF 922 KBNX-series -[EthernetTCP/IP]- V330-F, V430-FCode ReadersConnection GuideENPDF 2.89 MBNX-series -[RS-232C]-V320-F, V420-F, V430-FCode ReadersConnection GuideENPDF 2.48 MBNX7 MachineAutomation ControllerDatasheetENPDF 2.43 MBQuality gate for eachprocessBrochureENPDF 167 KBSysmacCatalogueEN PDF 43.5 MBSysmac: A FullyIntegrated PlatformBrochureENPDF 10.2 MB。
SAP CRM商机管理配置
2.1
销售阶段 1：识别商机 ................................................................................................................. 7
2.2
销售阶段 2：认证机会 ................................................................................................................. 7
3.1
即从活动创建商机......................................................................................................................... 8
3.2
定义活动管理的复制控制............................................................................................................. 8
Enter the main item category of your quotation type in the ERP system, e.g. AGN
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CRM 项目技术文档
▪ Trans. Type ▪ SalesDocType
Y002
Enter your quotation type in the ERP system using input help (e.g. QT, which is displayed as AG in the CRM system)
Endress+Hauser Process Solutions AG Field Xpert SM
for users regarding software and hardware updates(following the NAMUR recommendation 53)Field Xpert SMT70 1.02.00New software version is released1 Type of ProductSoftware/hardware for device configuration/tablet/handheld/device drivers etc.Modem/interfaceManufacturer : Endress+Hauser Process Solutions AGProduct : Field Xpert SMT70Type and order code : SMT702 SoftwarePrevious software version : 1.00.00, 1.00.02, 1.01.00New software version : 1.02.00How can the previous software version number be identified? : Inside the current software version under menu item (Help) -> License -> VersionDescription of the modification in comparison with the predecessor version Main changes to the software are:•Automatic DTM UpdateDTM’s will be automatically downloaded andinstalled. With that the Field Xpert stays always up-to-date.•Fieldgate SFG250 support (Ethernet-HART)•Fieldgate SWG70 support (WirelessHART)•Tank scanner NXA820 support•mobiLink support for HART and FF•RFIDRead and write Endress+Hauser RFID TAGs (needsoptional RFID Reader)Get asset information with one click after readingthe RFID tag•Usability improvementsWhere to get the new Software? If there is a valid maintenance period (Software Update Service) of the tablet and an Internet connection is detected, the Field Xpert SMT70 software automatically recognizes a new software versionfor users regarding software and hardware updates(following the NAMUR recommendation 53)and downloads the software.The user then can execute the installation or skip it.If the maintenance period of the tablet has expired, we kindly askyou to contact the Endress+Hauser sales. (Topic: Field XpertSMT70 Software-Update Contract, Software Update Service)The communication DTMs und device DTMs and additional thenew drivers can be downloaded at the Endress+Hauser softwareportal:https:///Additionally, we recommend to keep the Microsoft Windowsoperating system up-to-date.3 CompatibilityIs the new product software compatible with the previous version?YesNo, reason:Is a software update generally recommended?Yes, reason:It is recommended to update to the new software version of the Field Xpert SMT70. Thisensures that Field Xpert can operate with newer field devices. Furthermore, the functionalityhave been extended and found issues have been solved.No, reason:for users regarding software and hardware updates(following the NAMUR recommendation 53)4 Instruction manualIs a new instruction manual necessary due to the software modification?YesNoThe manual that corresponds to the current version is:Product Document Document identifierField Xpert SMT70 Operating Instructions (BA) BA01709S/04/EN/02.18 The instruction manual can be downloaded from the Internet:https:///SMT70-> Tab “Documents / Manuals / Software ”5 PriceIs there a change in price in comparison with the predecessor version?Yes, new list price and update costsNo。
CRM客户关系管理的案例分析
CRM客户关系管理的案例分析1. 简介CRM（Customer Relationship Management）即客户关系管理，是指企业通过建立和维护良好的客户关系，以提升客户满意度和忠诚度，进而实现企业的业务增长。
本文将以一个实际案例来分析CRM的运用和作用。
2. 案例背景某电子商务公司面临着日益激烈的竞争环境，想通过提升客户体验和客户满意度来扩大市场份额。
为此，该公司决定引入CRM系统来改善客户管理和营销工作。
他们希望通过CRM系统的全面整合和数据分析，实现精准推荐和个性化服务，提升客户忠诚度。
3. CRM系统的架构该公司的CRM系统采用了经典的三层架构，包括数据层、业务逻辑层和表示层。
3.1 数据层数据层主要负责数据的存储和管理。
该公司使用关系型数据库来存储客户的基本信息、交易记录、购买偏好等数据。
此外，他们还整合了其他外部数据源，如社交媒体数据、市场调研数据等，以补充和丰富客户信息。
3.2 业务逻辑层业务逻辑层是CRM系统的核心，负责处理业务逻辑和数据分析。
在该公司的CRM系统中，业务逻辑层包括以下几个模块：•客户管理：对客户进行分类、标签和分群，以便更好地理解客户需求。
通过CRM系统，该公司可以对客户进行跟踪和管理，包括发送定制化的营销信息、处理客户投诉等。
•售前销售：通过CRM系统，销售团队可以跟踪潜在客户的销售线索，进行客户拜访和销售活动的跟进。
同时，CRM系统还可以提供销售预测和销售机会的分析，帮助销售团队更好地制定销售策略。
•售后服务：CRM系统可以帮助公司进行客户服务的管理和优化。
每个客户的问题和反馈都可以被记录和跟踪，以提供更好的售后支持。
此外，通过CRM系统的数据分析功能，公司可以发现客户的问题和需求，并及时采取措施解决，从而提升客户满意度。
3.3 表示层表示层是CRM系统与用户交互的界面，该公司采用了Web界面和移动应用程序来提供用户友好的操作界面。
用户可以通过Web浏览器或移动设备访问CRM系统，查看客户信息、进行销售活动、处理客户反馈等。
MBN_10447_2010-05_EN_Quality Management Standard-Elektrics-Elektronics for Mercedes-Benz Cars_nng
10447 Mercedes-Benz MBN Company Standard Date published: 2010-05Folder: 22Supersedes: A212 000 18 99Total no. of pages (including Annex): 49Person in charge: Matthias GeigerPlant 050; Dept.: MBC/QEEDate of Translation: 2010-11 Phone: +49 7031 90 49 400Quality Management StandardElectrics/Electronicsfor Mercedes-Benz CarsQualitätsmanagement-Norm Elektrik/Elektronik für Mercedes-Benz CarsForewordThis Quality Management Standard Electrics/Electronics for Mercedes-Benz Cars describes therequirements specified by Daimler AG for suppliers of electrical/electronic components and electri-cal/electronic control units for Mercedes-Benz Cars.This Standard is applicable in addition to the component requirement specifications for the devel-opment, manufacture and series production of this component by a contractor of Daimler AG.ChangesFirst editionNOTE: This translation is for information purposes only.The German version shall prevail above all others.Copyright Daimler AG 2010Contents1Scope (5)2Normative references (6)3Terms and definitions (7)3.1List of abbreviations (7)3.2Nomenclature (8)4General requirements (9)4.1Contacts at Daimler AG (9)4.2Contacts at the supplier and its sub-suppliers (10)4.3Key processes (10)5Preventive maturity level management (11)5.1Start of preventive maturity level management (11)5.2Scope (11)5.3Tracking of sub-supplier maturity level (12)5.4Changes following start of production (12)5.4.1Process and sub-process relocation (12)5.4.2Replacement or exchange of machines or equipment (12)5.4.3Change of a sub-supplier (13)6Detection of anomalies (14)7Process capability and product reliability (15)7.1Proof of machine and process capability for SMT processes (15)7.1.1Machine and process capability of paste printer (15)7.1.2Machine capability placement machines (15)7.1.3Verification of solder profile (16)7.2Proof of reliability of the assembly and connection technology (16)7.3Proof of reliability of the devices used (16)7.4Board bending test (17)7.5Requalification (18)7.5.1Complete repeat of the environmental and life tests (18)7.5.2Q-Review Environment E/E (18)8Manufacturing processes for electronic components (20)8.1Storage (20)8.1.1Moisture sensitive devices (20)8.2Printed circuit board magazines (21)8.3Transportation of devices and components (21)8.4Soldering paste printing (21)8.4.1Initial part approval during series production (21)8.4.2Soldering paste (21)8.4.3Paste printer (22)8.4.4Cleaning of the stencil (22)8.4.5Cleaning of circuit boards following soldering paste printing (22)8.4.6Mechanical stress in double-sided PCB assembly (23)8.5PCB assembly (23)8.5.1Initial part approval (23)8.5.2Reel change (23)8.5.3Mechanical stress (23)8.5.4Process control (23)8.5.5Maintenance (23)8.6Assembly and connection technology (24)8.6.1Reflow soldering (24)8.6.1.1Machine malfunctions (25)8.6.1.2Temperature profile (25)8.6.2Press-fit technology (25)8.6.3Selective soldering with mini-wave (26)8.6.3.1Flux (26)8.6.3.2Temperature pretreatment and temperature gradient (26)8.6.3.3Temperature monitoring (27)8.6.3.4Machine malfunctions (27)8.6.3.5Solder residue (27)8.6.3.6Solder bath (27)8.6.3.7Solder filling level (27)9Rework (28)10Test technology in series production (29)10.1Inspection of soldered joints (29)10.1.1Inspection of paste printing (29)10.1.2Inspections after reflow soldering (29)10.1.3Inspections after selective soldering (30)10.1.4Manual visual inspections (30)10.2In-circuit test (30)10.3Contacting of components (31)10.4End-of-line test (31)10.5Test parameters (32)10.6Mechanical interfaces (32)10.7Product audit (32)10.7.1Temperature cycle test (33)10.7.2Additional component-specific tests (33)10.7.3Changes (34)10.8Early defect detection (34)10.8.1Realization of early defect detection (34)10.8.2Active run-in (34)10.9Test coverage analysis (35)10.10Evaluation and reporting of internal test results (36)10.11Haptic measurements (36)10.12Testing of function, switch and controls illumination (37)10.13Noise testing (37)10.14Process documentation and process records (38)10.14.1Soldering paste printing (38)10.14.2Placement machines (38)10.14.3Reflow soldering (38)10.14.4Selective soldering with mini-wave (38)10.14.5Rework (39)10.14.6Test parameters (39)11Mechanical manufacturing processes (40)11.1Circuit board separation (40)11.1.1Milling (40)11.1.2Punching (V-cutting) (40)11.1.3Sawing (40)11.1.4Laser cutting (41)11.2Assembly and screw-fastening processes (41)11.3Zero Insertion Force (ZIF) connectors (41)11.3.1Manual joining of zero insertion force connectors (42)11.3.2Semi or fully automatic joining of zero insertion force connectors (42)11.3.3Testing of the connection of zero insertion force connectors (42)11.3.4Opening of the plug connection of zero insertion force connectors (42)12Traceabilty of devices and components (43)12.1Incoming goods (43)12.2PCB assembly (43)12.3Tests (44)12.4End-of-line test (44)12.5Outgoing goods (44)12.6Rework (44)13ESD (45)13.1ESD protection measures in electronics production (45)13.2Personnel grounding (45)13.3Rework (45)14Flashing of components (46)14.1Handling (46)14.2Contacting and flashing (46)14.3Testing and traceability of flashed components (46)14.4Capacity of the flashing process (47)15Failure analysis (48)15.1Analysis reports (48)15.2Priority failures (48)15.3NTF failures (complaints) (48)15.4Failure analysis on site (48)16On-site support (49)16.1Professional requirements for staff (49)16.2Time-related requirements (49)16.3Other requirements (49)1 ScopeThis Quality Management Standard Electrics/Electronics applies irrespective of the model to all electri-cal/electronic components in general.2 Normative referencesMB Special Terms Mercedes Benz Special Termsof Electronic AssembliesANSI/IPC-A-610D AcceptabilityIPC/JEDEC J-STD-033B.1 Handling, Packing, Shipping and Use of Moisture/ReflowSensitive Surface Mount DevicesDIN EN ISO 9453 Soft Solder Alloys – Chemical Compositions and FormsA2110039899 Design Rules for E/E ComponentsDIN EN 61340-5-1 Protection of Electronic Devices from Electrostatic Phenom-ena — General RequirementsIEC/TR 61340-5-2 Protection of Electronic Devices from Electrostatic Phenom-ena – User GuideDIN EN 61340-4-5 Standard Test Methods for Specific Applications – Methodsfor Characterising the Electrostatic Protection of Footwearand Flooring in Combination with a PersonDIN EN 61340-4-3 Standard Test Methods for Specific Applications – Footwear AEC-Q100 Stress Qualification for Integrated CircuitsAEC-Q101 Stress Test Qualification for Discrete SemiconductorsAEC-Q200 Stress Test Qualification for Passive ComponentsAEC-Q004 Zero Defects Guideline (Draft version)ANSI/IPC J-STD-001D Requirements for Soldered Electrical and Electronic Assem-bliesMBN 10448 Field Failure Analysis3 Terms and definitions3.1 List of abbreviationsTwo-dimensional2DThree-dimensional3DAEC Automotive Electronic Council (body for quality standards in the automotive indus-try)InspectionOpticalAutomatedAOI(Ausführungsvorschrift)regulationAVImplementationBGA Ball Grid Array componentsBR Vehicle model series (Baureihe)cmk Short-term process capabilitycapabilityprocessLong-termcpksupplyspecification (Liefervorschrift)Daimler-BenzDBLDS Identification and documentation of safety relevancedocumentation of certification relevanceandIdentificationDZE/E component Electrical/electronic componentProgrammable Read-Only MemoryEEPROM ElectricallyErasableX-rayspectroscopyEnergy-dispersiveEDXEOL End Of Line testOverStressEOSElectricalDischargeElectroStaticESDFMEA Failure Mode and Effects AnalysisLevelingAirHotHALHIL Hardware In the LoopHardWareHWStandardizationISOforOrganisationInternationalCircuitsIC IntegratedIn-Circuit-TestICTspecifications (Komponentenlastenheft)requirementComponentKLHMBN Mercedes-Benz standard (Mercedes-Benz Norm)SystemDevelopmentMercedes-BenzMDSInterfaceMan-MachineMMIMSD Moisture Sensitive DeviceLevelSensitiveMSLMoistureSystemProductionMercedes-BenzMPSMTTF Mean Time To FailureNTF No Trouble Foundprocess and product approvalPPAProductioncapabilityprocessPreliminaryppkPRG Product maturity level (Produkt-Reifegrad)GateQGQualityQualityManagementQMStatusQ-Status QualityMemoryAccessRandomRAMMemoryOnlyReadROMTemperatureRoomRTUnitControlCUMountedTechnologySurfaceSMTSOP Start of ProductionSoftWareSWTechnologyHoleThroughTHT3.2 NomenclatureBelow, electrical/electronic components and electrical/electronic control units are termed "components" for the reader’s convenience.Below, the contractor of Daimler AG is termed "supplier".Below, the sub-components of components such as circuit boards, electronic devices (e.g. controllers, transceivers, micromechanical semiconductors) and mechanical units (e.g. housings) are termed "de-vices" for the reader’s convenience.Below, requirements for documentation and the recording of data are specified. In this context, "docu-ment" refers to instructions and specifications (e.g. work instructions, process descriptions, etc). The term "record" refers to evidential data (e.g. completed checklists, audit evidence, etc).4 GeneralrequirementsFor safety requirements, homologation and quality, the existing statutory requirements and laws shall be complied with. In addition, the relevant requirements of Daimler AG apply.All materials, procedures, processes, components, and systems shall conform to the current regulatory (governmental) requirements regarding regulated substances and recyclability.This Quality Management Standard Electrics/Electronics makes reference to applicable laws, standards and regulations etc. The supplier shall be responsible for compliance with all laws, standards and regula-tions and for the development and production of the component in line with the state of the art. In this con-text, due consideration shall be given to the fact that the vehicles of Daimler AG containing this compo-nent are sold worldwide.This Quality Management Standard Electrics/Electronics makes reference to other applicable documents of the component requirement specifications (KLH) (specifications, test methods, implementation regula-tions, instructions of Daimler AG). Where this Quality Management Standard Electrics/Electronics contains deviating or contradictory information compared with other standards, specifications or implementation regulations, the more severe specification shall apply. In case of doubt, clarifying agreements following discussions with Daimler AG Quality Management shall be set down in writing.The supplier shall supply conforming products to Daimler AG, and the supplier shall maintain the zero-defect target.If the supplier is aware of measures or alternatives serving to increase quality or reliability, the supplier shall notify these to Daimler AG Quality Management.All information and documents associated with the development, manufacture and production of the com-ponent shall be treated confidentially.4.1 Contacts at Daimler AGThe responsible component developer and other contacts at Daimler AG are listed in the component re-quirement specifications (KLH).Mercedes-Benz Cars Quality Management is divided into two units:- Preventive Quality Management (Prevention) and- Quality Management Production in the worldwide Daimler assembly, body, paintwork and stamp-ing plants (e.g. Sindelfingen, Bremen, Tuscaloosa, South Africa etc.).During the development phase (requirement specification phase up to the launch of the component in production), a staff member from Prevention is the responsible quality contact for the supplier. Together with the responsible staff member from Prevention, the supplier shall hold coordination discussions re-garding quality management requirements. The supplier shall seek approval from the responsible staff member from Prevention for any deviations from these quality management requirements.During the production phase (launch of component in production up to discontinuation of production), a Quality Management staff member from each assembly, body, paintwork and stamping plant is the re-sponsible quality contact for the supplier. The supplier shall seek approval for all changes to the compo-nent or production process during the production phase from the responsible Quality Management staff member from the assembly, body, paintwork and stamping plants. In the event of deviations from the re-lease status of the component, the supplier shall present appropriate measures and samples and have any changes approved.Any deviation from the requirements of this Quality Management Standard Electrics/Electronics are sub-ject to the written approval of Daimler AG Quality Management.4.2 Contacts at the supplier and its sub-suppliersThe supplier shall submit an organizational diagram to Daimler AG Quality Management showing all per-sons responsible for the project and their functions.The supplier shall reveal the complete supply chain of devices for the project to Daimler AG Quality Man-agement. In this process, the supplier shall document the scope of supply and supplier name of each de-vice.4.3 Key processesTo facilitate the successful implementation of the project, the supplier shall provide evidence of docu-mented process structures for the following key processes during the concept presentation:1. Requirements analysis process2. Test strategy process3. Configuration and change management process4. Problem analysis process5. Project management5 Preventive maturity level managementThe objective of preventive maturity level management is to recognize quality-related problems and defi-cits concerning the product and/or production process as early as during the development phase of the component and to be able to initiate countermeasures. Timely completion of the project and defect-free implementation of all specified functions are the top priorities for Daimler AG.The supplier shall document and maintain a preventive maturity level management system. As part of this system, the supplier shall determine and record characteristic data (metrics, process capability indices, inspections, etc.).In this context, all company units of the supplier involved with the product creation process shall be sub-ject to the maturity level management system.Assessment of the maturity level shall be based on the specified quality targets and quality criteria throughout the product and process development process.The supplier shall document compliance with and fulfillment of all requirements from the component re-quirement specifications (KLH) and this Standard.To track all activities during development, the supplier shall maintain a list of open issues, and grant Daim-ler AG Quality Management access to this list on request.The supplier shall submit regular reports to Daimler AG Quality Management regarding maturity level pro-gress. The supplier shall document maturity level reports in writing. The supplier shall record the maturity level reports for the Quality Gates (according to MDS) and submission of A, B, C, D and PPF samples in writing.5.1 Start of preventive maturity level managementThe supplier shall initiate preventive maturity level management at the time of project start - immediately following the commencement of hardware and software development and the start of the production proc-ess.5.2 ScopeThe supplier shall coordinate and document the scope of preventive maturity level management with Daimler AG Quality Management.The preventive maturity level tracking during the product creation process includes the monitoring of the degree of fulfillment of all requirements. In this context, the supplier shall document and record the (func-tional and non-functional) requirements for the component and the production process during the devel-opment phase of the component.The supplier shall carry out an assessment on the basis of the degree of implementation of the require-ments at the relevant project date. The maturity level is divided into four stages:- Requirement not implemented by the deadline- Requirement is in the process of being implemented- Requirement has been implemented by the deadline- Requirement has been implemented and tested successfully by the deadline5.3 Tracking of sub-supplier maturity levelThe supplier shall document and implement a preventive maturity level management system at all sub-supplier companies involved in the project (Tier 2, Tier 3, …).The supplier shall inform Daimler AG Quality Management of the status of the preventive maturity level management if there is a risk of the sub-suppliers involved in the project failing to reach the project objec-tive.On request, the supplier shall grant Daimler AG Quality Management access to records concerning the maturity level management of the sub-suppliers involved in the project.5.4 Changes following start of productionAny changes to the component or an existing manufacturing process shall be subject to the approval of Daimler AG Quality Management and be approved using a PPA process.The supplier shall qualify any change, e.g. in the event of changes to devices (material or manufacturing process of the device) or in the manufacturing process of the component. The supplier shall provide evi-dence of and document qualification in accordance with the component requirement specifications.Deviations from a complete qualification by the supplier shall be subject to the approval of Daimler AG Quality Management.Qualification shall be carried out using components manufactured on the production equipment at the se-rial production location.The documentation of changes shall be coordinated with Daimler AG Quality Management.The supplier shall adhere to a previously defined time frame for pre-advice to Daimler AG Quality Man-agement.In the cases indicated below, the supplier shall inform the following Daimler AG units: Quality Manage-ment, Development, Purchasing and Logistics.5.4.1 Process and sub-process relocationIn the case of any type of process and sub-process relocation, the supplier shall inform Daimler AG Qual-ity Management no later than 9 months before the intended implementation of the change. The supplier shall submit a relocation scenario and seek the approval of Daimler AG Quality Management for such scenario.This time frame also applies to the outsourcing of processes or sub-processes to sub-suppliers.5.4.2 Replacement or exchange of machines or equipmentIn the case of the replacement or exchange of machines or equipment or other systems, the supplier shall inform Daimler AG Quality Management no later than 3 months before the intended implementation of the change.5.4.3 Change of a sub-supplierIn the case of a change of a sub-supplier or manufacturer of a device of the component, the supplier shall submit a change scenario to Daimler AG Quality Management and seek the approval of Daimler AG Qual-ity Management for such scenario. The supplier should inform Daimler AG Quality Management no later than 6 months before the intended implementation of the change.6 Detection of anomaliesThe statistical detection of anomalies is intended for the detection of unusual features in the functionality or measurement parameters. These may be anomalies which lie within the specification limits provided, but are unusual compared to other components. The anomalies may point towards pre-damage to the component.In order to ensure the process capability and product reliability, the supplier shall document and use a method for the detection of anomalies, and provide evidence by means of records.To verify the process capability and product reliability, the supplier shall use this method, starting with the manufacture of initial samples, and create records. Evidence shall be provided no later than at the time of submission of the initial sample documentation.7 Process capability and product reliabilityIn accordance with VDA 2, the supplier shall provide evidence of the process capabilities for its production processes.For the deadline and the required values for the process capabilities, refer to MBST.At the time of submission of the initial samples, the supplier shall document the final evidence of the proc-ess capabilities and product reliabilities required.The initial samples shall be manufactured on production equipment and selected randomly.The supplier shall have any deviations from these specifications approved by Daimler AG Quality Man-agement.7.1 Proof of machine and process capability for SMT processesWithin the framework of the zero-defects strategy in relation to the customer, the supplier shall make every effort to prevent and detect nonconformances. From the point of view of customer satisfaction and with a view to ensuring the quality of the components, it is essential that nonconformances are detected as early as possible and eliminated. The focus shall therefore be on the process capability of the supplier's manufacturing process. This includes the determination of the ongoing process capability, the control of the production process and continuous process improvement.The supplier shall supply regular evidence of the process capabilities of production as a whole and each production process and maintain the appropriate records.7.1.1 Machine and process capability of paste printerThe supplier shall check the machine capability once every year and maintain the pertinent records.Evidence of the machine capability of the paste printer can be provided by means of a reference stencil. The relevant parameters for this purpose are the positioning accuracy in the x and y direction of the solder deposit.The supplier shall check the process capability of the paste printer with the product-specific original stencil and maintain appropriate records. During this process, the supplier shall document reference points and determine their positioning accuracies in x and y position as well as the volume. To do so, the supplier may use the paste AOI provided that the AOI measuring data can be analyzed.7.1.2 Machine capability placement machinesThe supplier shall check the machine capability every other year and maintain the pertinent records.The supplier shall check the machine capability using a glass board and glass devices or ceramic pads and maintain appropriate records. To prove capability, the supplier shall document the critical SMD shapes and test these.7.1.3 Verification of solder profileThe supplier shall verify that the solder profile determined allows each solder joint to reach the required soldering temperature and the required temperature profile. The supplier shall maintain appropriate re-cords.The supplier shall verify that "thermally critical" devices on the circuit board are not overheated. The sup-plier shall maintain appropriate records.The supplier shall observe the specifications of the board, device and soldering paste manufacturers, and provide evidence of compliance. The temperature profile shall therefore be recorded with the printed com-ponent circuit board.7.2 Proof of reliability of the assembly and connection technologyThe supplier shall document the development progress at the time of each delivery of sample parts.At the time of submission of the initial samples, the supplier shall perform a full qualification on the basis of the requirements of the KLH and provide the appropriate evidence.The supplier shall coordinate the number and scope of the tests with Development and Daimler AG Qual-ity Management and document the results.In order to allow the impact of changes on the component to be assessed, the supplier shall document a comparison of measuring results before and after the intended change.Qualification shall be carried out using components manufactured on the series production equipment. 7.3 Proof of reliability of the devices usedOn delivery, the supplier shall provide evidence of device qualification.For ICs, the supplier shall provide evidence of the device qualification in accordance with AEC-Q100, for discrete components in accordance with AEC-Q101, and for passive components in accordance with AEC-Q200.To achieve the zero-defects strategy, the supplier shall document the methods as per AEC-Q004 and provide evidence of the records to Daimler AG Quality Management.The supplier shall have any deviations from these specifications approved by Daimler AG Quality Man-agement.7.4 Board bending testThe supplier shall ensure that soldered circuit boards or devices cannot be damaged as a result of me-chanical stresses. Excessive mechanical stresses result in the danger of the board or devices becoming pre-damaged due to microcracks. The supplier shall support the PCB boards using an appropriate fixture.By means of a board bending test, the mechanical stress to which a soldered circuit board is exposed during the production process can be determined.The supplier shall perform a bending test for the following production steps on the component-specific board and maintain the relevant records:- Paste printer (only for double-sided boards)- SMD placement machines- ICTseparatorboard- Circuit- Press-fit process for contacts- Press-fit and assembly fixtures and jigs for installing boards in a housing- Transport systems, including gripping devices.The supplier shall repeat the board bending test at regular time intervals and record the relevant results.The supplier shall use the bending test for fault finding in the event of failures of devices (e.g. damage, microcracks on ceramic capacitors). The supplier shall record the results and submit them to Daimler AG Quality Management on request.The supplier shall use an appropriate measurement procedure for carrying out the board bending test.The maximum critical bending of boards depends on the individual circuit board or the devices used. The supplier shall take care to ensure that the sensors are positioned on the board at the point of maximum bending.The supplier shall take care to ensure that circuit board is assembled and soldered in line with the relevant process step to be examined.During the processing of ceramic capacitors, the supplier shall ensure that the specifications ofAV A2110039899 "Design Rules for E/E Components“ are complied with for all manufactured compo-nents.7.5 RequalificationThe supplier shall check at least once every year whether its deliveries conform to the specifications of Daimler AG.As a minimum requirement, the test scope shall include evidence that the specifications with regard to dimensional, material, reliability, environmental, process and statutory rules have been complied with.The supplier shall coordinate and document the test scopes with Daimler AG Quality Management. This coordination shall be based on the environmental and lifetime tests specified in the component require-ment specifications (KLH) as well as other specifications such as DBL, MBN, AV, etc.The supplier can choose between the following methods to prove compliance with the specifications of the environmental and life tests required in KLH:- complete annual repeat of the of the environmental and life tests specified in KLH- annual execution of a so-called "Q-Review Environment E/E“.7.5.1 Complete repeat of the environmental and life testsThe supplier shall record the results of the repeat and submit them to Daimler AG Quality Management on request.The supplier shall notify Daimler AG Quality Management of any deviations from the specification without delay.The supplier shall supply regular evidence of the process capabilities of production as a whole and each production process and maintain the appropriate records.If the tests show that the required cp or cpk values are not achieved and that the equipment requires read-justment, the supplier shall shorten the test interval.7.5.2 Q-Review Environment E/ETo perform a "Q-Review Environment E/E“, the supplier is required to comply with the following conditions: The environmental and life tests specified in the KLH have been performed once successfully, and the relevant results recorded.Another condition for the execution of a "Q-Review Environment E/E“ is that the following requirements have been fulfilled during the previous 12 months:- The supplier has used a statistical method for the early detection of faults in production. This method has ensured that 100% of the manufactured parts have been covered, the results recorded and evaluated regularly. All measures defined as part of the early fault detection system during the previous 12 months must have been effectively implemented.- The required qualification tests shall have been passed successfully with regard to any changes to the component or the production process.- All failures during the tests in production have been determined, and the relevant results recorded and regularly evaluated. All measures defined during the previous 12 months shall have been effectively im-plemented.- All measures defined during internal and external audits during the previous 12 months shall have been effectively implemented.- All 0-km failures and field failures during the previous 12 months shall have been analyzed and evalu-ated. Any resulting measures shall have been implemented effectively.。
外向型企业CRM解决方案
微软客户关系管理系统外向型企业解决方案前言：随着我国经济改革的逐步深入，我国外向型经济迅速发展。
加入世贸组织后，外向型商贸企业传统的竞争格局将被打破，企业将直面竞争激烈的国际市场。
面对日益激烈的竞争压力，众多企业都意识到，企业的竞争最根本的是战略思想的竞争，如果不能树立正确企业的战略思维，建立以客户为中心的企业发展观，企业在竞争激烈的市场上，终究无法长久生存。
因此，应用先进的信息化手段和现代化的管理模式，是企业适应未来竞争的必由之路。
灵活应对客户需求的应变能力，快捷通畅的业务处理过程，是企业生存和发展的根基。
众多的外贸中小企业正在寻求适合的信息化商务解决方案并期望从中受益，从而提高效率，降低成本。
但由于小型企业预算低，利润少，对亏损与盈利的敏感程度远大于大企业，在选择信息化解决方案时，他们必须努力避免巨大的投资、臃肿的技术队伍和漫长的实施过程。
微软客户关系管理系统（简称微软CRM）是微软公司推出的面向中小型企业的客户关系管理软件；GrapeCity公司作为微软金牌合作伙伴，及微软CRM在中国开发实施的领先者，推出了基于微软CRM的外向型企业客户关系管理解决方案；该方案面向外贸企业，提供直观并能快速实施的解决方案，满足企业标准的业务需求以及持续发展的要求，帮助此类企业解决管理问题。
系统特点：微软CRM外向型企业解决方案转为外贸企业而设计，是易用、灵活、整合的、符合中小型企业需求和资源的客户关系管理(CRM)解决方案。
它将雇员从耗时的业务流程中解放出来，并为他们提供实现有效销售和提供优质客户服务所需的信息，帮助您和您的雇员做出精明的决策，提高销售成功率，提供一流的客户服务，从而建立更具赢利能力的客户关系。
✧以客户为中心开展您的业务➢完整的客户视图➢详尽的客户交互历史纪录➢以客户为核心的销售、服务业务➢完全自动化的业务流动✧强大的Email管理机能➢与微软Outlook无缝集成➢来往Email监督管理➢外发Email审批功能➢Email归档、检索、群发➢可订制的Email模版✧供应商管理➢完整的供应商视图➢详细的供应商产品信息➢历史往来的供应商报价管理✧可定制的工作流➢按企业个性订制的标准工作规范➢将琐碎工作整合为有组织、有次序的连续过程➢可实现在线报警功能➢为顾客提供一致的、高品质的购买、服务体验✧全方位的分析报表➢基于水晶报表和微软自己的Reporting Service技术➢多达百位数的报表完全覆盖企业各方面的需求✧强大的安全保障机制➢基于微软成熟可靠的Domain用户安全机制➢业务数据访问权限的3维安全保障机制➢可订制的数据共享机制✧简单易学，快速使用➢与Office软件一脉相承的画面风格与操作方式➢最少量的日常输入操作，最大化的数据利用➢简洁自然的业务主线，贴合实际业务✧提供多种访问方式➢基于Web的访问➢基于Outlook客户端的离线访问➢基于PDA/智能手机的访问➢强大的安全机制保证数据万无一失✧无与伦比的集成、扩展性➢与微软Office家族软件集成（Word、Excel…）➢与微软服务器级产品集成（SQLServer、Biztalk…）➢数以千计的独立开发商提供支持➢开放的接口、多种方式的集成功能✧低投入、快产出，为用户提供永久的利益保障➢设置简单、易于定制、维护成本低➢实施、培训周期短，企业投入低➢微软公司及众多合作伙伴长期的利益承诺功能特点：✧完整的客户信息能够集中察看所有的客户信息、联系信息、历史记录，以及客服记录；✧供应商信息管理可以察看所有的产品供应商，所提供产品，以及对应的历史报价；✧销售线索和机会管理实现销售线索的自动路由和派分，将销售线索升级为销售机会；并基于销售机会的跟踪过程，实现销售漏斗的分析决策功能；✧报价单管理能手工生成或基于销售机会自动产生一个或多个报价单；每个报价单都可作为档案袋，记录围绕该报价的所有客户交往，并粘贴所有相关的文案资料；✧订单管理基于报价单可以自动产生订单，也可以形成自己的档案袋，管理一切相关的客户交往信息；并可以管理发货状态；✧发票管理基于订单自动生成发票，发票可以记录支付状况，也可以形成自己的档案袋；✧销售指标管理用以衡量员工的业务指标和实际业绩；实际业绩由系统跟踪员工在系统中的业务记录自动计算；✧竞争对手追踪用以追踪竞争对手在本企业销售活动过程中的动态，并做出优劣分析；✧产品目录管理提供完整的产品视图，与供应商产品整合；支持复杂的、面向客户的价格策略；报价单、定单价格自动计算；✧销售文献库提供一个在线或离线方式的可供查询的销售知识库，可以针对产品、竞争对手、国家政策等各种感兴趣的课题组织文献资料；✧客户投诉管理用以管理客户的咨询、请求、投诉，并可以自动按标准化的步骤生成一系列的任务，同时分配给不同的员工完成；✧事后回访机制用以了解客户对于服务的反馈意见、满意度等级，并做出下一步的安排；✧自动回应的电子邮件可以结合邮件模版，自动生成回应客户请求的标准邮件，第一时间反馈给客户，以消减作息时间的差异；✧服务知识库可发布并检索供客户服务支持人员使用的实用信息，以提供第一时间的客户响应；✧报表提供多达百位数的报表，全面分析和反映客户信息、销售动态，以及服务状况，以支撑决策者对于全局信息的把握；系统价值：微软CRM外向型企业解决方案，紧密连接客户、企业、员工、供应商，在整个商业活动中，形成闭环，时刻进行着良性、高效的互动。
CRM需求分析整合版
历史记录目录需求规格说明书 ............................................................................................. 错误！未定义书签。
1.引言 (4)1.1.编写目的 (4)1.2.项目背景 (4)1.2.1.用户基本情况介绍 (4)1.2.2.项目开发目标 (4)1.2.3.用户组织结构 (5)1.2.4.用户相关业务 (5)1.3.业务对象说明及术语定义 (5)2.任务概述 (5)2.1.目标 (5)2.2.运行环境 (5)2.2.1.网络及硬件环境 (5)2.2.2.支持软件环境 (6)2.2.3.其它要求 (6)2.3.条件与限制 (6)3.功能需求 (7)3.1.总体功能需求 (7)3.2.功能划分 (7)3.3.功能描述 (8)3.3.1.用例描述 (8)3.3.2.数据概念结构图(实体—关系图) (28)3.3.3.系统业务流程图(程序流程图活动状态图) (29)4.性能需求 (44)4.1.数据精确度 (44)4.2.时间特性 (44)4.3.适应性 (45)5.运行需求 (45)5.1.安全性 (45)5.2.用户界面 (45)5.2.1.添加发送短信 (45)5.2.2.查看已接收短信列表 (45)5.2.3.删除已接收短信 (46)5.2.4.查看已发短信列表 (46)5.2.5.删除已发短信列表 (47)5.2.6.查看审批列表 (47)5.2.7.添加审批信息反馈 (47)5.2.8.查看我的申请列表 (48)5.2.9.添加我的申请 (48)5.2.10.删除我的申请 (49)5.2.11.修改未通过的申请 (49)5.2.12.写邮件 (49)5.2.13.收件箱 (51)5.2.14.发件箱 (52)5.2.15.废件箱 (53)5.2.16.查询邮件 (54)5.2.17.邮件帐号配置 (55)5.2.18.添加事务 (56)5.2.19.日常事务列表 (57)5.2.20.日常事务删除 (57)5.2.21.修改日常事务 (57)5.2.22.添加日常安排 (57)5.2.23.修改日常安排 (58)5.2.24.删除日常安排 (59)5.2.25.客户信息管理 (59)5.3.接口要求 (60)5.4.故障处理及恢复要求 (60)5.5.其他需求 (60)6.参考资料 (61)1. 引言1.1. 编写目的本文档是北京信息技术有限公司在与XX公司的客户关系管理系统实施合同基础上编制的。
SAP_CRM70产品功能说明书(PDF88页)
............................................................................................................................................. 目录第一章SAP CRM主数据 (4)第一节 SAP CRM中的组织管理 (4)第二节区域管理 (4)第三节业务合作伙伴 (5)第四节产品 (6)第五节产品包 (8)第六节对象 (8)第七节清单 (10)第八节合作伙伴/产品范围 (10)第九节产品目录 (11)第十节安装点管理 (12)第十一节质保管理 (12)第十二节知识文章 (13)第十三节解决方案数据库 (13)第十四节合同对象 (13)第二章SAP CRM基本功能 (15)第一节电子邮件 (15)第二节通过电子邮件的客户关系管理(CRM via E-Mail) (15)第三节工作清单 (15)第四节业务事务 (16)第五节 CRM访问控制引擎 (16)第六节合作伙伴处理流程 (17)第七节日期管理(CRM-BF-DAT) (18)第八节文本管理 (18)第九节 CRM内容管理 (18)第十节定价 (19)第十一节计费 (19)第十二节行动 (19)第十三节模板设计器 (20)第十四节调查工具 (20)第十五节活动确定 (21)第十六节信用管理 (21)第十七节多级分类 (21)第十八节软件代理框架(SAF) (22)第十九节 Web事件捕捉和Web分析指南 (23)第二十节报表 (23)第二十一节条件技术 (24)第二十二节数据存档 (24)第二十三节 SAP业务工作流 (25)第二十四节 SAP CRM中通过轻松增强工作台进行功能增强 (26)第二十五节 Web服务 (26)第二十六节规则生成器 (28)第二十七节规则建模器 (29)第三章SAP CRM市场营销管理 (31)第二节市场营销计划与营销活动管理的授权 (31)第三节退信管理 (31)第四节市场营销项目的变更历史记录 (31)第五节日期维护 (32)第六节第三方数字资产管理集成 (32)第七节市场营销项目注册 (32)第八节关键指标计划 (32)第九节销售线索管理 (32)第十节集成的市场营销日历 (33)第十一节市场营销项目 (34)第十二节合作伙伴分配 (34)第十三节个性化邮件 (34)第十四节产品分配 (35)第十五节市场营销项目中的采购流程 (35)第十六节调查问卷分配 (35)第十七节市场细分和外部清单管理 (36)第十八节状态管理 (36)第十九节营销活动管理 (37)第二十节忠诚度管理 (38)第四章SAP CRM销售管理 (39)第一节客户计划 (39)第二节活动管理 (39)第三节商机管理 (40)第四节商机管理 (42)第五节销售渠道绩效管理 (44)第六节销售报价和订单管理 (45)第七节销售事务 (46)第八节报价 (48)第九节销售订单 (48)第十节销售中的框架协议 (51)第十一节可用性检查 (52)第十二节税费 (53)第十三节税费分类 (54)第十四节返点处理 (55)第十五节处理返点 (56)第十六节 CRM激励和佣金管理（IncentiveandCommissionManagement） (58)第五章SAP CRM服务管理 (61)第一节通用服务功能 (61)第二节服务合同管理 (61)第三节质保管理 (63)第四节质保索赔处理 (64)第五节产品服务信函 (64)第六节打包报价 (65)第七节服务订单和报价 (65)第八节服务请求管理 (66)第十节返厂维修订单 (68)第十一节服务确认 (68)第十二节服务资源计划 (69)第十三节案件管理 (69)第六章SAP交互中心管理 (71)第一节交互中心Web客户端 (71)第二节电子邮件响应管理系统 (71)第三节集成通讯接口 (72)第四节软件代理框架(SAF) (73)第五节解决方案库 (74)第七章渠道合作伙伴管理 (75)第一节渠道合作伙伴管理 (76)第二节协作活动管理 (79)第三节市场开发资金 (80)第四节访问控制规则 (80)第八章SAP CRM分析 (82)第一节 CRMBI内容 (82)第二节 CRM中的交互式报表 (82)第三节在CRM中执行交互式报表 (83)第四节在CRM中创建交互式报表 (83)第五节报表分配向导 (84)第六节 CRM交互式报告中的Xcelsius仪表盘 (84)第七节交互式报表增强工作台 (84)第八节用于CRM交互式报表的CRMBI内容 (85)第九节从Xcelsius仪表盘导航到概览页 (85)第十节从Xcelsius仪表盘导航到交互式报表 (85)第九章SAP CRM移动解决方案 (86)第一节客户管理 (86)第二节联系人管理 (86)第三节活动管理 (87)第四节销售线索与业务机会管理 (87)第五节分析 (88)第一章SAP CRM主数据主数据包含在SAP Customer Relationship Management（SAP CRM）的业务事务中使用并长期存储的基本对象的数据，如有关客户、产品、安装点或质保等的数据。
客户关系管理CRM培训
客户的忠诚度
最近一次消费 消费频率 消费金额
CRM 之客户分析
产品偏好
购买的产品
渠道偏好
通过的渠道
CRM 之客户价值评估
客户的利润贡献度
80%的利润来源于20%的客户
客户生命周期价值
CRM与ERP的整合（仅限了解）
CRM与ERP的区别和联系
CRM的重点在市场、销售、服务等环节，而
企业集成 阶段 (与ERP等
管理系统 集成应用)
信息化企业示意图
商业价值 战略＋流程 电子商务服务 致使管理
供 应 链
供应 链 管理
企业 资源 制造 商业智能 使能服务 Web + IT整合
客户 关系 管理
客 户
技术价值
客户购买决策的类型
新任务型购买 直接购买 更改型购买
CRM之销售流程
客服人员
市场人员 Call center坐席
CRM之销售管理管什么？
销售流程 销售机会 客户信息 销售活动 产品报价 销售报表 销售自助
我前面学的 哪 张表和这里 有关联？
CRM为企业带来的价值
提高效率
拓展市场 保留客户
CRM为企业带来的价值
对成功实现CRM的企业的调查：
本场培训仅指CRM管理理念（思维）。
CRM的目标
通过合适的渠道， 将合适的产品和服务， 在合适的时间， 提供给合适的客户。
满足客户的需求, 降低企业的成本, 增加企业的利润。
CRM
接入部分 操作部分
营销管em学习资料.doc
桀-拾壹（中国）投资公司董事总经理井上富实夫的管理秘笈：玩转顾客情报嫁接人性化管理如何经营一家企业？这里提供一个通过不断把握客户需求、及时调整策略应变的案例。
希望通过这个案例分享，对如何把公司各项工作做好有些启发。
这是二家“儿子”打败“父亲”的公司。
最早诞生于美国的7-E leven便利店以出让品牌管理经验的特许模式在全球壮大。
1937年，日本伊藤洋华堂获得其在日本的发展权。
然而上世纪90年代，7-E leven美国“父亲”逐渐衰老，身强体健的日本“儿子”最终与一家合作伙伴购买了这家公司72 . 7%的股权。
截至今年4月底，7-Eleven在全球16个国家开设了46333家便利店，其规模已超越麦当劳成为全球店铺数最多的品牌。
在中国，这家全球最大的便利店也开设了6700家门店，其中中国内地1800家，分别授权给香港牛奶集团、台湾统一、日本伊藤洋华堂在华南、上海及华北区域各自独立经营。
作为槊-拾壹（中国）投资有限公司董事总经理，井上富实夫自2004年踏入北京市场。
从当初的陌生被同业质疑到如今的站稳脚跟快速增长，7-E leven凭借的是其被同业奉为经典、“强大到可怕”的管理经验。
日前在天津，井上富实夫向记者展示了这家全球最大便利店“强大到可怕”之所在。
强大的“客层”研究与产品链开发对于7-Eleven的经营秘笈，井上富实夫不断强调，他们就是尽可能“准备把握并满足不断变化的消费者需求”。
否则，不能满足顾客需要的商品就会被废弃并导致废弃损失，而没有陈列顾客所需要的商品则会产生销售机会的损失，这两种损失都将造成经营效率的低下。
不过，什么样的商品才是能够满足消费者需要的“人气”商品？“我们调查后发现，中国三代同堂的家庭在减少，单身消费者逐渐增加。
在中国女性进入社会工作的情况特别显著，她们不仅要工作还要担负家庭责任,所以在外用早餐的情况居多，午饭也大多在公司附近解决, 而单身男女连晚饭也在外面解决。
”井上富实夫表示。
CRM简述
SAP CRM模块介绍2011-12-13 16:29:08| 分类：默认分类|字号订阅SAP 客户关系管理(SAP CRM)是唯一的完整的、以客户为中心的、电子商务解决方案。
这项解决方案旨在为客户提供满意、忠诚的服务。
它有助于提高竞争优势，带来更高利润。
SAP CRM的功能概览：SAP CRM具有营销、销售和服务的综合支持能力。
系统采用闭环设计，可显著改善企业在客户关系、业务交易执行、完成客户预期和在供服务等方面的处理能力。
在营销、销售、服务和分析这四大方面进一步细分，SAP CRM的功能又主要包括了：1. 市场营销解决方案：n 客户细分: 从一个易操作的用户界面实现多数据源存取; 数据的可视化带来对客户更深入的洞察; 将对照组与目标组分开，支持试销及确认市场活动效果; 基于分析的客户细分包括细分的优化、数据挖掘以及集群分析。
n 活动管理: 多渠道/ 多阶段支持; 日程表功能提升营销活动之间的协作; 活动自动化: 流程建模以实现完全自动的、事件触发的活动执行; 特别活动特别定价; 横跨所有交互渠道的个性化消息; 与财务集成的真正闭环的投资回报率（ROI）分析。
n 促销管理: 交易计划＆预算; 促销计划; 交易量预测; 计单＆收费、争议处理; 零售确认＆付款; 分析。
n 线索管理: 对通过多种渠道得到的线索的筛选，渠道包括: 交互中心、网络、门户、手持设备等; 手动及自动分派线索给内部员工及外部合作伙伴; 外部用户表管理，对购买或租借的用户表进行筛选; 广泛的线索分析，更深入地了解销售管道。
n 个性化: 人性化的邮件格式; 基于动态分析（数据挖掘）之上的，动态的交叉与升级销售规则; 依客户兴趣而定的最佳销售员列表;规则应用于交互中心及网上销售。
n 营销分析: 使用各种先进的工具对客户、目标市场、竞争对手、市场渠道、销售走势、获利能力、第三方市场数据等进行综合分析。
将市场方案的规划、组织、预算工作分解到最终一个细节。
某公司客户关系管理系统解决方案
某公司客户关系管理系统解决方案客户关系治理系统（CRM）解决方案一、CRM理论概述1．问题的提出在信息经济时代，对企业来说谁对市场反应速度快，谁将在猛烈的市场竞争中占据有利的地位。
竞争的结果最终将促使企业价值从市场竞争输家转移到市场竞争的赢家。
这就使我们的企业面临一个问题：如何样才能保住自身的价值不流失，而且能占有更多的利润区，以实现企业价值最大化。
所谓的利润区确实是能给企业带来价值的商业领域。
2．问题的解决方案为了实现企业价值最大化，企业最先意识到的是降低其自身的生产成本。
如此他们就寻求一种解决方案来实现企业如何样最有效的去使用和治理企业的生产资源。
在这种形式下从而产生了ERP（企业资源打算）思想和基于这种思想的一些软件系统。
我们把这种要紧核心放在改造企业内部商业流程的系统称为后端办公系统(BackOffice),例如：ERP、MRP、MRPII、SCM、财务治理系统等。
这些系统实现了如财务治理、制造治理和人力资源治理等企业内部治理的自动化和流程治理的优化。
假如一个差不多成型的行业，在那个行业中的企业都在生产同类产品，每个企业都以产品为中心的模式来治理企业，他们以同样的方式进行竞争，向他们的客户提供同样的东西。
在这种竞争环境下一个企业的优势确实是在成本和质量上的领先。
但假如在那个行业里的所有企业都在成为了成本和质量上领先，那么该行业就会成为无利润的行业。
那么单单从企业产品上来做文章将无法实现企业目前面临的问题。
企业要想在同行业中脱颖而出，假如企业把大部分时刻发在致力于企业内部事务的处理，以产品为中心来开展企业的工作，那么他们就全然无法及时的跟上市场的变法。
企业要想及时了解市场的变化，并快速做出相应的计策，只有一条解决途径确实是：缩短企业与客户的交流的途径；及时的跟踪客户的变化；不断满足客户的需求。
迎合这种需求，从而产生了CRM （客户关系治理）思想和基于这种思想的软件系统。
3． CRM概念CRM(Customer Relationship Management)即客户关系治理，它既是一种新型的治理思想，也是一套企业治理软件和技术。
SAPCRM业务数据分析
SAP CRM业务数据分析CRM开发有两个难点，一个是业务逻辑，一个就是Web Client UI开发。
对于SAP ERP大家都很熟悉了，网上可以搜到详细的表和关系图。
而CRM是全新的设计，和ERP完全不一样。
如何了解CRM的业余逻辑？T-code,crmd_order, 这个界面可以查看销售订单，业务活动等CRM的业务数据。
而Function Module就是CRM_ORDER_READ,我们测试的时候可以使用同名的program。
输入订单号（Transaction Number）然后返回了相关的所有数据，比如抬头，明细，活动，产品，价格，销售, Appointment, Partner, Status, Billing,Shipping,客户，服务等。
当然不同的活动类型包含不同的数据。
注意调用的时候有个参数，Objects to be read，限制读取的项目。
在很多地方，甚至BW抽取的时候都是调用了crm_order_read这个function module的。
里面有包含了很多function，最后到各个透明表里取数据。
在CRM里查询订单的时候是很慢的，就是因为后台调用的是庞大的crm_order_read。
是不是可以调小一点的function来改善性能呢？我在ABAP方面是打酱油的，作为外行，总结了史上最全的crm 表。
读取逻辑是怎么样的呢？由订单号transaction NO.获得订单抬头GUID crmd_orderadm_h-GUID. 根据抬头GUID 在crmd_orderadm_i里获得明细的GUID.其他的数据大概是一个逻辑：从crmd_link 输入抬头或明细GUID获得GUID_SET. 在CRMD_PARTNER，crmd_activity_h等这些表中GUID对应crmd_link-GUID_SET.而在下表是从crmd_link中返回的数据，根据OBJTYPE_HI，OBJTYPE_SET的编号来判断是什么对象。
SageCRM 项目型企业解决方案
项目型企业解决方案一、客户关系管理平台客户关系管理平台帮助项目型服务企业解决客户关系过程的管理问题，包括市场自动化管理、销售自动化管理、客户服务自动化管理三大块。
1、销售管理自动化从第一次电话到订单执行与交货,Sage CRM 互动操作界面显示的信息让销售人员及管理者能够控制及管理所有活动,让用户时访问日历、账目、报表、渠道、联系及电话销售清单，提高销售人员的销售实力。
系统保存所有销售信息，并进行跟踪，编制报表,一览式即时为公司提供有关销售团队绩效的有价值最新信息。
销售团队可通过 Sage CRM 迅速了解销售渠道中的所有机会，在交易的各个阶段进行有效的分析及管理。
系统自动执行销售流程，提高业务效率,改善销售管理。
2、营销自动化Sage CRM让用户能够高效便捷地分配并分析市场营销活动，能够有效控制营销预算监督，计算直接利润产出。
通过生成报表帮助您跟踪潜在客户来源，评估机会,帮助您专注于更有可能购买的潜在客户，提高投资回报率,最佳优化营销预算与支出的利用.互动操作界面中显示的图表和报表可协助用户快速参考并实时分析数据，帮助企业实现营销自动化,帮助企业基于预定营销目标迅速对客户做出回应,也使得企业在制订计划、定标、实施、管理与分析大型营销活动时变得简单易行。
3、客户服务自动化Sage CRM 的客户服务自动化帮助您高效有力地管理并解决客户咨询与投诉服务而设计，为您提供易于使用的用户界面和强大的功能集合。
Sage CRM 客户服务系统可以提供完整的工作流、问题跟踪、案例管理及服务状态的信息,帮助企业创建一个可靠的知识库，从而保证一致而高效率的客户服务。
同时， Sage CRM 利用实时、双向的信息流帮助企业实现了前台与后台办公管理系统之间及时的信息共享，从而大幅提升客户服务质量. Sage CRM直观易懂的互动式仪表盘，让客户服务人员能够通过 Sage CRM 的附加功能便捷地查看实时客户信息机以往服务信息，轻松解决他们的问题。
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It is possible to include your own fields via BAdI
© SAP 2011/ Page 13
Advanced Mapping Rules
Values You can enter the values that are used in the list instead of the possible values (for example, “Mister” instead of “0002”). Constant Here you can enter a constant that will be used for every business partner creation instead of the list‟s value.
Campaign management
Multi-channel execution E-marketing
Lead management
Lead generation
Loyalty management
Program management Reward rule management Membership handling
Forecasting and planning
Optimization and refinement
Product analytics
Content
1. Overview 2. External List Management 3. Segmentation
© SAP 2011/ Page 4
SAP EHP1 for SAP CRM 7.0 What is new in External List Management?-1/2
© SAP 2011/ Page 9
Definitions
Renting addresses Addresses are said to be rented when a company gets addresses (generally to be used once or three times) from address publishers (list compilers), address agents (list brokers), or direct advertising companies.
Upload of marketing prospects directly in TREX via External List Management (ELM) to make them available for segmentation
Available as a step in the upload process of an external list
© SAP 2011 / Page 11
Mapping Format Categories
Category/Result Addresses
Organization X X X
Person X X X
Marketing Attributes X X X
Activity
Lead
Survey
Marketing Prospect
If the marketing attribute is relevant for both persons and marketing prospects, then the BP receives these marketing attributes If the marketing attribute is relevant only for marketing prospects, then the BP doesn‟t get the marketing attributes
© SAP 2011 / Page 6
Upload of Millions of Data Records
The upload of 5 million marketing prospects took 3,5h
© SAP 2011 / Page 7
List Management – Highlights
Purchasing addresses
Addresses are said to be purchased when they become the ordering party‟s property and thus part of the ordering party‟s address database.
© SAP 2011 / Page 2
Marketing Capabilities in SAP CRM – Building Blocks
Customer
Direct mail
Call center
Web and e-mail
Field sales
Partners
Branches or stores
Conversion of marketing prospects into business partners; this happens when a marketing prospect responds to a marketing campaign in the following scenarios:
Addresses and Activities
Addresses and Leads Activities Leads Marketing Prospects
X X X X
X X X X X
X
© SAP 2011 / Page 12
Mapping Format Edit Page
Available Fields
© SAP 2011/ Page 8
Address Lists
Acquired addresses and marketing attributes include the following:
Business partner addresses Example: the name of an organization or the name of a private individual; the postal code, city, and street, and so on Business partner relationship data Example: person A as the contact person for organization B Marketing attributes for business partner data Example: occupation or hobbies Marketing prospects address data and attributes- marketing prospects can be created only via external list import
List Management and Segmentation
Detailed View
SAP Enhancement Package 2 for SAP CRM 7.0
SAP CRM Marketing
Content
1. Overview 2. External List Management 3. Segmentation
Available as a step in the upload process for an external list
© SAP 2011 / Page 5
SAP EHP1 for SAP CRM 7.0 What is new in External List Management?-2/2
Lead qualification
Couponing
Dialog marketing
Lead distribution
Marketing analytics
Predictive analytics
© SAP 2011 / Page 3
Measurement and reporting
Customer analytics
© SAP 2011 / Page 10
List Management – Highlights
Definition
Mapping Format
Managing Lists
Response Import
List Analysis
The mapping format defines one-to-one mapping of a source field in the address list to that of business partner structure, along with underlying mapping or conversion rules for each mapped field.
Via the ELM upload, MPs can be added only to a new target group in a new segmentation model only Duplicate check possible via BOBJ DQM XI 3.1 application
Definition
Mapping Format
Managing Lists
Response Import
List Analysis
(External) list management (ELM) is the process of purchasing, managing, using, and reporting on acquired addresses.