SAP专业教材资料CRM_Sales
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。
SAP标准功能培训教材
CAQ
LIMS
总体课程目录
1 SAP 质量管理模块概述 2 SAP 质量管理主数据 3 质量检验的流程 4 各业务流程中的质量检验 5 检测设备管理 6 考试
质量主数据
目录 工作中心
物料主数据
检验计划
动态修改规则
采样过程
检验特性 检验方法
采样方案
物料主数据-QM视图
检验类型
某种业务发生时，是否需要检验？
检验目录
破损
损坏
压碎
破碎
残缺
1. 损坏 2. 破碎 3. 压碎 4. 破碎 5. 残缺
目录类型
6
缺陷后果
5 4 3
原因 事件 使用决策
2
任务
1
特性属性
目录按照目录类型分类；
目录类型0-9和A-O是SAP 定义的，目录类型P – Z，可 以由用户自定义。
目录类型
类型
描述
关键字
释义
示例
1 Characteristic attributes Attribute 物 品 的 特 征 / 属 性 XX手 机 待 机 时 间
2、创建检验特性
2.1 某型号玻璃钢管的内径要求为80mm，容差为正负0.8mm，请在工厂8100创 建此检验指标的定量主检验特性，特性代码CH-##。
2.2 在8100工厂创建叶片外观检验特性，代码组为Z001。
?最后决策产品质量存货检测事件管理流程采购生产销售服务供应链通知单投诉供应商客户投诉内部问题通知单缺陷或毁损7865defect信息管理质量管理信息系统生产质量xxxx质量检测结果问题通知单早期预警系统分析与评价销售订单物料计划客户服务生产计划生产发货采购供应链中的质量管理销售生产存货管理服务运输12345678库存质量管理影响productionplanningsalesordercustomerservice生产delivery采购过程的质量管理存货管理服务运输178disposition销售生产库存5?采购货物接收时的质检货物检测采购流程控制投诉处理认证及质量管理系统供应商评估采购salesordercustomerservice生产计划productionprocurement生产过程中的质量管理物料计划生产materialsmanagementserviceshipping1234678storagesales物料计划?货物接收过程中产品检测的考虑因素?生产资源的释放deliverysalesordercustomerserviceproductionplanning生产deliveryprocurement生产过程的质量管理materialsmanagementserviceshipping1378库存?生产过程中的质检?统计流程控制spc?投诉处理内部问题通知单?由生产订单产生的货物接收单?创建部分批次materialsplanningsales生产salesorderproductionplanningproduction运输过程中的质量管理materialsmanagementservice运输17materialsplanningsalesproductionprocurementstoragecustomerservice运输?运输过程中的质检?发货时的质检?质量证书?客户投诉salesorderproductionplanningfertigung服务过程的中质量管理materialsmanagement服务shipping1materialsplanningsalesproductionprocurementstorage?投诉处理?客户退货的质检8发货客户服务质量检测检测处理流程?检测日志?结果记录?结果确定?质量等级质量计划主数据?物料及规格?质量信息记录?工作中心?检测及计量设备?
SAP培训资料
04
SAP最佳业务实践
制造业最佳业务实践
总结词
SAP制造业最佳业务实践提供了一套完整的、集成的解 决方案，帮助制造企业实现生产、供应链、销售和服务 等方面的优化和标准化。
详细描述
SAP制造业最佳业务实践包括SAP ERP、SAP SCM、 SAP SRM、SAP PLM等一系列SAP软件产品，这些产 品集成在一起，可以实现对制造企业从产品设计、供应 链管理、生产计划到销售和服务等各个环节的全方位管 理。此外，SAP还提供了一系列行业特定的解决方案， 包括离散制造、流程制造、精益制造等，这些方案可以 满足不同制造企业的特殊需求。
SAP客户支持平台
客户支持平台功能
SAP客户支持平台具有自助服务 、在线咨询、知识库和工单管 理等功能，客户可以通过该平 台获取问题解决方案和完成相
关服务请求。
客户支持平台特点
SAP客户支持平台的特点包括智 能化、易用性和安全性高等， 客户可以轻松快捷地获取所需
支持和解决方案。
客户支持平台价值
SAP客户支持平台为客户带来了 高效便捷的服务体验，提高了 客户满意度和忠诚度，同时降
SAP ERP软件是SAP公司的核心产品，它集成了企业各个业务模块，帮助企业实 现全面数字化管理。
SAP CRM软件则帮助企业提升客户关系管理，SAP SCM软件则帮助企业优化供 应链管理。
SAP在中国的发展
SAP于1998年进入中国市场， 目前已经在中国建立了完备的 研发、销售、市场和服务网络 。
零售业最佳业务实践
总结词
SAP零售业最佳业务实践提供了一整套完整的、集成 的解决方案，帮助零售企业实现商品销售、供应链、 库存和店面等方面的精细化管理。
详细描述
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。
SAP专业培训教材咨询服务
xxxx咨询xxxx咨询介绍xxxx咨询定位于现代咨询（M-Consulting），以现代的信息技术发展的最新成就为基础，与管理理论的创新成果相结合，为客户适应电子商务时代的企业管理提供专业化、高水准的咨询服务，以期显著提升客户的市场竞争力、管理水平和管理绩效。
我们将依靠信息技术、经验和管理来为客户创造全新的商业价值。
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我们为您提供最出色的人员和最深入的经验。
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xxxx咨询的服务领域覆盖了从通信行业、制造业、政府部门、科技系统、直到商场、ISP等广大用户群，并在通信行业、制造业、政府部门、科技系统等领域形成了自己的行业优势。
xxxx咨询以现代咨询、IT 应用咨询为主要业务领域，以ERP、企业生产现场管理系统、物流系统、客户关系管理、分销渠道管理、电子商务、电子政务、电子业务、电子服务为特点的IT咨询服务业务正蓬勃开展于各行各业。
咨询服务IT策略咨询随着全球经济一体化进程的不断加快，产业分工将在全球范围内进一步细化，市场竞争进一步加剧，企业需要有效地配置自己拥有的资源并合理使用社会一切资源，并要不断地调整自己的发展策略，以保证企业长期稳定发展并在细分市场上取得自己的竞争优势。
xxxx咨询可以为企业提供：* 企业化供应链设计与策略咨询* 电子商务模式设计* 企业信息化策略与总体规划信息技术应用咨询随着电子商务时代的到来以及企业的发展和规模的扩大，企业越来越需要建立计算机信息管理系统，以便实现企业信息化管理。
SAP专业教材资料方案 (2)
机械有限公司调研报告台湾资讯广州分公司2001年8月目录一、销售部4工作范围及职责： (4)现行工作流程： (4)销售部在ERP中的角色： (5)存在的问题： (7)FAS 2000 ERP 系统的解决方案： (7)二、采购部 (7)现行进货流程： (8)采购在ERP中的职责： (8)存在的问题： (11)上系统后希望达到的要求： (11)FAS 2000 ERP 系统的解决方案： (11)三、仓库 (12)工作范围及职责： (12)使用的单据和报表： (12)存在的问题： (12)FAS 200ERP系统的解决方案： (12)四、系统实施规划 (13)系统思想概述： (13)1.1公司优势所在1.管理人员容易接受新事物，有强烈的求知欲，但对ERP软件的认识参差不齐，都希望能通过这样的一次机会充实自我，更好地发挥自身潜力，做好本份工作。
2.公司领导的竭力支持。
1.2公司劣势所在1.管理不够规范，责权不明，工作容易出现扯皮现象。
2.公司没有逐级授权,往往由于某一审批人员不在造成工作的中断.3.公司组织结构不够分明,往往会出现”多头”或”无头”的现象.4.工作流程过于烦琐，大大降低了工作效率。
5.基础资料管理不完善，如供应商、客户的评审，材料的安全库存和采购周期，BOM表的规划，成本的各项定额指标。
6.预测少依据，计划不可靠，尤其源头数据计划，如销售预测，若偏差太大，对企业的运转则会产生致命的打击。
7.管理人员精力多集中在业务方面，对于决策、监控则缺少力度。
1.3几点建议1.对公司的组织架构，岗位职责进一步规范，并形成相应文件，严格执行。
2.可以对工作进行逐级授权，提高工作效率。
3.简化和规范工作流程。
4.定期对管理人员进行培训，增强管理人员预测，决策，分析的能力。
5.鼓励员工大胆创新，并附以相应的奖励措施，为企业发展注入生机前言XXXXX商用软件公司人员于2000年8月6,7,8,9日对耀华进行了一次共为期四天的现场调研工作。
SAP专业教材资料ERP中的销售管理
ERP中的销售管理ERP软件中，销售管理的职能是由“Sales and Distribution”模块（中文译作“销售与分销”，简称SD 模块）为核心来完成的。
本文将从销售管理的主要功能、销售管理与其他功能模块的联系等方面，分别进行探讨。
功能之一：客户信息的建立和维护ERP销售管理的思想是从客户需要出发来规划企业的生产经营活动，在大量的客户信息的分析基础上来回答生产何种产品、产品如何定价、产品如何销售、如何为用户服务、如何确定本企业最优的产品组合等诸多问题，因此，完整的客户信息不仅是销售活动的需要，而且是企业全部生产经营活动的需要。
每一个客户的信息以客户档案的形式存在，至少包括：客户代码、客户名称、通讯办法、地区代码、开户银行、信贷能力、客户类型等基本信息。
所谓客户类型，是指客户使用产品的特征，包括（1）代理商：对产品仅起分配和介绍的作用，并不具有产品的所有权。
对这类客户（如各级物资局、站就具有这种性质），档案中还应保留佣金支付信息。
（2）经销商：在产品交换过程中持有所有权，产品是用于经销目的。
（3）直接使用者：把产品直接用于生产或消费的用户。
另外，客户的信贷信息是销售订单确认的重要依据，销售部门必须据此来决策销售订单的确认与否。
当然，对于销售订单确认情况、销售佣金计算、标价，应提供给客户以迅速、方便的查询功能。
功能之二：销售订单管理客户的实际需求是通过销售订单进入ERP系统的。
订单是根据获取的客户信息、交运信息、销售项目以及其他注意事项建立的，其主要内容有：订单号、客户代码、订单类型、订单内容（项目号、描述、数量、价格、需求日期、交运日地、以及是否要交税、是否单独装运的要求等）、有关日期信息（订货日期、登记日期以及最后更改确认日期）、有关交运的信息（运输地点、所有权变更地点、运输路线等）、与客户有关的信息（客户采购号、采购者姓名等）以及其它信息（销售地区代码等）。
销售订单自输入系统后，便跟踪产品销售的整个过程，直至完成全部业务处理。
SAP专业培训教材SD+SALES+ORDER+PROCESS-en
-8-
Functions in the Sales Documents
Delivery scheduling
Availability check Text Output
Sales document
Transfer of requirements
Sales Order Processing
l Customers place orders with a customer service representarmally contain:
n Customer and item information n Pricing for each item n Delivery schedules and requirements n Billing information
Sales Order Process
Sales and Distribution -- Sales Processing
-1-
Business Process
S
Pre-Sales
A
Contact
L
Inquiry
M
E
Scheduling
A
S
Contract
Quotation
agreement
T
E
I
SSaalleessOOrrddeerrPPrroocceessssiinngg
Invoice
PPaayymmeenntt
BBiillliningg
Sales and Distribution -- Sales Processing
SAP专业培训教材销售管理
运费
保险
佣金
订价模式: 0. 人工录入 1. 产品文件订价 2.产品价格文件订价 3.产品客户文件 4.价格表取价
依所需条件设置
基本资料设置
---客户多地址码设置
---缺省币种 / 税种 / 交易条件
---多单位的转换 单一单位 / 参考单位 / 母子单位 销售单位 / 库存单位 / 生产单位 具不同转换率
信 用 状管理 Proforma invoice
Invoice Packing LБайду номын сангаасst 出货单打印 发票打印 销退入库
信用额度管理 名词定义: 额度客户:该客户所属的付款客户 例如额度客户为A公司 , B公司下单 , 信用额度 超限否将check A公司之信用额度是否超过 信用评等:可对于客户分为A/B/C/D/E评等 宽限天数:应收帐款日可宽限天数 效期:该信用额度设置有效期限 额度:信用额度 可超出率:信用额度可超出比率
出货替代功能
订单 A料号
替代料 B料号 C料号
出 货 B料号
1.成品替代原则
同一产品类型
xx.xxJKxx.xxx xx.xxGUxx.xxx
可指定特定码号的替代原则
2.成品替代群组
同一替代群组
料号 A01.1234.001 料号 A01.4321.002
料号 B02.9999.003
销退流程
TIPTOP ERP 培训
TIPTOP GP 3.00 教 育 培 训
销售管理系统
课程大纲
销售管理系统功能架构…………………..5分钟
销售管理系统特色………………………60分钟
销售管理系统流程图……………………60分钟
A.订单接单流程图 B.订单出货流程图 C.销货退回流程图 D.潜在客户分析流程图 E.客户签收流程图
SAPCRM销售管理功能培训V
01
02
03
04
问题1
无法准确跟踪销售线索和商机 。
问题2
销售预测不准确，导致库存积 压或缺货。
问题3
销售订单处理速度慢，影响客 户满意度。
问题4
销售佣金计算不透明，容易引 起销售人员的不满。
SAP CRM销售管理常见问题解决方案
解决方案1
建立完善的销售线索和商机管理流程，使用CRM系统对 线索和商机进行统一管理，确保信息的准确性和及时性。
订单跟踪与交付
实时跟踪订单执行情况，确保按时 交付，提高客户满意度。
合同管理
合同模板制定
根据企业业务需求制定标准合同 模板，减少合同签订过程中的繁
琐操作。
合同审批与执行
通过SAP CRM系统完成合同的 审批、签署和执行等流程，确保
合同的有效性和合规性。
合同变更与终止
在必要时对合同进行变更或终止 操作，维护企业利益。
将定制开发后的系统上线运行，并进行部 署和维护，确保系统的稳定性和安全性。
04
SAP CRM销售管理最佳 实践与案例分享
SAP CRM销售管理的最佳实践
制定销售目标和计 划
客户信息管理
销售线索管理
销售订单与合同管 理
销售预测与分析
在SAP CRM系统中，企 业可以根据市场状况和 历史数据制定合理的销 售目标和计划，为销售 团队提供明确的指导。
行。
SAP CRM销售管理的配置流程
确定配置需求
根据企业销售管理需求，确定需要配 置的功能模块和参数。
配置系统参数
根据确定的配置需求，配置SAP CRM系统的相关参数，包括销售流 程、客户信息管理、订单处理等。
测试配置结果
2024版SAP系统培训教材
1990年代，SAP R/3系统问世，采用 客户端/服务器架构，支持多语言、 多货币、多税制等功能
2024/1/30
1980年代，SAP R/2系统推出，为企 业提供全面的业务流程管理解决方案
2000年代至今，SAP系统不断升级和 扩展，包括SAP ERP、SAP S/4HANA等新产品线，以及云计算、 大数据、人工智能等新技术应用
2024/1/30
利润中心会计
实现利润中心的定义、收入确认、费 用分摊等功能，反映企业各利润中心 的盈利状况。
产品成本核算
支持标准成本法、实际成本法等多种 成本核算方法，实现产品成本的准确 核算和分析。
14
04
SAP系统供应链管理模块
2024/1/30
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供应链管理模块概述
供应链管理模块是SAP系统中的 重要组成部分，涵盖了从采购到
2024/1/30
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05
SAP系统人力资源管理模块
2024/1/30
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人力资源管理模块概述
SAP系统人力资源管理模块是企业管 理人力资源信息的核心工具，涵盖了 员工信息管理、组织结构管理、时间 管理、薪酬管理等多个方面。
该模块通过集成化的数据管理和流程优 化，提高了企业人力资源管理的效率和 准确性，为企业提供了全面的人力资源 解决方案。
SAP系统培训教材
2024/1/30
1
contents
目录
2024/1/30
• SAP系统概述 • SAP系统基础操作 • SAP系统财务管理模块 • SAP系统供应链管理模块 • SAP系统人力资源管理模块 • SAP系统实施与维护
2
sap_crm相关资料
Campaign Execution
1
Marketing creates a ”Summer Book” promotion
2
Marketing defines the customer profile and uses a ‘Segmentation Tool’ to create a target list
Marketing Manager
Engage - A Closed Feedback Loop to Establish Customer intimacy
Promotion Management Data Warehouse Campaign Management Campaign Planning
4
6 7
Sales Management Inventory Management
5
Order Fulfillment Replenishment
How mySAP CRM Works – One Example
Step 3 - Fulfill
A Supply Chain Planner quickly sees the aggregated demand from the new campaign He releases the plan to provide materials to fulfill the orders & ship on time The Transportation Planner finds a replacement truck for the shipment when the first truck breaks down The red futon is delivered on time Accounts Receivable receives $400 from credit card company
SAP CRM 用户指南说明书
1) What is SAP CRM?SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.2) Mention what are the master data in SAP CRM?In SAP CRM, the Master Data is basic data about your customer which can be shared amongst different modules.3) Explain what is Activity Journal?You can record and update information from customer visit or telephone call in Activity Journal.4) Mention what is the standard transaction type for Quotation?The standard transaction type for quotation is AG, and the item category is AGN.5) Explain what is partner function in SAP CRM?As the name indicates partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like•Sold to party•Ship to party•Bill to party•Payer6) Explain what is text determination in SAP CRM?In CRM, text can be used to exchange and information between the customers, partners or between the users. Text can be created for customer master, sales document header and item, billing document header and item and so on.7) Explain what is Actions in SAP CRM?“Actions” in SAP CRM are a way to add functionality to objects. For example, to send quotation to the customers from the quotation document, you can use Actions. Another use of actions is, for instance, creating in follow on document.8) List out the standard transaction types for sales?Some of the standard transaction types for sales are•LEAD- lead•AG- Quotation•Opt-Opportunity•OPSM- Sales Methodology•TA- Tele Sales, etc.9) Explain what is the prerequisites to create an opportunity?Lead is the pre-requisites for creating an opportunity. Once it is qualified as a hot lead then, it is send through workflow and then opportunity is created.10) Explain what is the difference between a CRM lead and an Opportunity?•Lead: It is an account or contact with very little information.•Opportunity: It is a contact or account which has been qualified.11) Explain what is logical links in SAP CRM?The navigational bar in SAP CRM has two level menu structure. The top level menus are referred as work centers, and these work centers contain logical links that point to the actual CRM application. Below the two-level menu system, there is a set of logical links which enables the CRM user to directly create the CRM business object. These links are referred as direct links. Logical link allows navigation to different pages.12) Mention how CRM assign the business roles?To assign business roles, SAP CRM uses two basic ways•Indirect assignment of business roles PPOMA_CRM•Directly through security roles assigned to user masters in SU0113) What is the package that you use to save the OD profile?To save the OD profile, we use $tmp.14) Explain how you can display the error message in web UI when the user has not entered a specific field?To display the error message in web UI, you have to call message class in even EH_onSave. The message class is created in SE91.15) Explain what are adapters?A CRM middleware is used for the exchange of data between the CRM system and connected ERP system. It is also used to assign data and convert it into various formats and to connect with external systems.16) Explain what is BDOC in CRM? What are the types or classes of BDOC?BDOC or business documents consist of all data’s or information used by CRM middleware to transfer or exchange data with mobile clients.The BDOC classes or types are•Messaging BDocs•Synchronization BDocs•Mobile Application BDocs17) In SAP CRM, what is the action profile?Action Profile is a Post Processing Framework (PPF) it gives some output on given conditions.18) How CRM can handle e-mails from customers?SAP CRM provides workflow enabled email processing capabilities. It can retrieve e-mails sent from your customers, route e-mails automatically to appropriate users based on workflow rules, manage multiple attachments in emails, send automatic replies to your customer and so on19) What is the difference between CRM and ERP?CRM combines sales, contact, marketing, management and customer support. ERP stands for Enterprise Resource Planning; it standardizes and streamline business processes across services, sales, finance, HR management, etc.20) Explain what is IPC?IPC st ands for “Internet Pricing and Configurator.” The IPC carries a set of engines that execute pricing and product configuration functionality in a variety of scenario and sap applications.21) What are the important components of IPC?The important components of IPC are•Sales Pricing Engine (SPE)•Sales Configuration Engine (SCE)•Free Goods Engine•Listing•Free Goods Engine22) In real time what SAP CRM consultant to?In real time, SAP CRM consultant analyse the business requirements and then configure the ERP.23) Is it possible to change or an organizational attribute within the Organization Model Functionality?Via the transaction code 00ATTRICUST, you can change the transaction code. This area is a core SAP configuration screen from here any deleted items cannot be recovered.24) How to delete business partner?To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.25) Mention where in the table you can find the internet e-mail addresses for business partners stored?It is in the table ADR6 that you will find the e-mail addresses for business partners stored.Guru99 Provides FREE ONLINE TUTORIAL on Various courses likeProjectTest Management Business Analyst Ethical Hacking PMP ManagementLive Project SoapUI Photoshop Manual Testing Mobile Testing Data Warehouse R Tutorial Tableau DevOps AWSSoftware Jenkins Agile Testing RPA JUnitEngineering Selenium CCNA AngularJS NodeJS PLSQL。
SAPCRM促销管理.pdf
执行阶段
资金计划
资金
预算
资金
对促销费用的 财务预提
评估和分析
促销费用申索 管理
关闭资金账户 表/ 资金年度结 算
CRM 资金管理 CRM 促销管理和费用申索管理 外部计划/销售计划功能
© 2012 SAP AG. All rights reserved.
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费用管理和业务流程的集成
业务流程
预算更新 费用流程
TPM in-memory
CRM 7.0 EHP2 …
Calendar, Live Rates, TPE, TPO CRM 7.0 EHP1 and
…
Stable core
CRM 7.0
Kraft Foods, Colgate,
TFM, TCM
CRM 2007
Sony..
Next Generation:
竞争力
有效性分析
促销有效性如何？
状态报告
促销是否按照计划执行？ （收入， 销量和费用）
了解和分析
时间
© 2012 SAP AG. All rights reserved.
33
提问?
© 2012 SAP AG. All rights reserved.
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谢谢!
Contact information: Benny Yi Benny.yi@ +86 18616398726
Web UI
CRM 5.1/5.2
PepsiCo, Nestle, Coca Cola, Wrigley,..
Enterprise Suite TPM Solution
CRM 5.0
Usability Release: Sara Lee
sap销售培训教材附录销售谈判-17页word资料
2.权利、影响、认可、声望、身份地位
3.所有权、收益、利润
4.便利、保持现状
5.好奇心
3.3
每人都有个人的“动机范围”，这是由我们自身的性情、先前的经验以及当前境遇所造成的。
这些动机也下意识的支配着每个人的行为表现，只是那些实际的和“合理的”需求不如那些凭感觉的和“不合理”的需求支配能力强。
-竞争分析
-和其它公司的联系
5.对该项目有预算吗？
6.他想哪一天启动新程序？
1.4
1.针对这次谈判，制定你的目标，列出你的最高和最低的目标。.
2.我该怎样启动谈判进程？
3.我该问什么问题？我希望从客户那里了解什么？我能够得到正确的答案吗？
4.我能够提供什么解决方案？我该使用哪些实用的论据？
5.我能使用什么可视化的工具？
1.3
1.在客户的立场和角度上，这次谈判他希望得到什么？他在公司担任何种职位？就总的市场和他所在产业来说，他感兴趣的是什么？
2.他喜欢什么（基于我的了解）？不喜欢什么？这一点更多的涉及到个人喜好或人的共性。
3.他是否被公司授权进行决策？或者他还受制于人？
4.客户公司状况：
-生产状况或服务范围
-规模（雇员、周转资金等）
但是交易会的人群却是一个例外，因为你不能针对具体的个人作出准备，这种情况只能采用通用的应对策略。同样，我们应当仔细策划这些策略，因为这也是销售成功的一部分。
1.2
当你做谈判做准备的时候，应当考虑以下两个问题：
1.谁是我的客户？他的目标是什么？
2.我的目标是什么？我该怎样做下去？
下面所列出的是一个检查列表，你可以根据不同的情况，选择你最重要的部分。
对此的解释是什么呢？
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销售是企业的生命线。
因此，您的销售团队得不到世界一流的技术支持，行吗？对于现场销售、内部销售和网上销售来说，今天能为这类销售方式提供有力支持的只有唯一全面集成的客户关系管理解决方案: mySAP ™CRM.
SAP解决方案简介
mySAP ™ CRM 销售解决方案
为世界一流的销售团队提供世界一流支持
失去配额、预测不准、销售势头不旺、产品损耗、营收和利润下降。
事实上，当销售局面发生尴尬时，企业也陷于窘境。
这也正是为何mySAP™客户关系管理解决方案(mySAP CRM)能受到如此众多大大小小企业青睐的缘故。
这个综合解决方案是为您的销售经理、现场销售代表、企业内部销售人员发挥世界一流销售潜力而提供的世界一流管理工具。
本解决方案可与生产、库存、营销、服务、财务、业务智能等企业其他系统全面集成。
因此，mySAP CRM 可帮助您的组织通力协作，推动销售和利润迈上新台阶。
营销组织获得全面支持必须选择 全面的CRM解决方案
mySAP CRM具有销售、营销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。
因此，mySAP CRM可以帮助您提高销售额、提高获利能力、树立市场的领导地位，使客户、员工和股东各方均满意。
mySAP CRM与众不同的销售 mySAP CRM为销售过程的每一环节提供有力支持，包括：
• 销售分析: 通过先进的销售分析工具测评并管理销售工作，包括每一个客户的获利能力。
• 项目与联系管理: 按天组织日程，跟踪所有客户联系，通过mySAP企业门户网站，建立业务伙伴信息枢纽。
•机遇管理: 从始至终跟踪每个销售项目的进程。
管理销售战略，识别关键决策人及他们的要求，预测销售量和结束日期。
• 电话销售: 在呼入和呼出两方面，加大有效电话销售方式的力度。
集成后台系统信息，使电话销售人员可以为每个客户提供准确的个性化信息。
• 现场销售: 随时随地为现场销售人员提供关键客户和前景信息。
现场销售队伍可以通过移动或无线设备管理日程、生成活动报告、创建报价、输入订单。
• 电子销售: 为在线销售周期的每一阶段实施综合解决方案，包括一对一营销、目录浏览、搜索、订单部署、付款、合同履行和客户支持。
• 互联网报价和配置: 客户和销售代表可以很方便地上网或脱机比较配置、价格和产品。
• 获得订单: 管理所有销售文档，包括询价、报价、订单、合同。
以流程驱动、需求优化的方式，与后台交易系统集成处理订单。
控制产品和定价趋势，计算税费、监控获利空间。
为用户定制企业门户网站
员工可以通过基于职务的mySAP企业门户网站进行访问。
网站为每位销售部门的人员准确地提供所需资源，他们可以通过这个基于职务的网站查看全球信息。
这意味着，从销售经理到电话营销代表，每个专业人员都可以高效率地工作，提高整体生产能力。
控制流程，掌握销售
作为目前市场上唯一全面集成的解决方案，mySAP CRM对销售方案的细节控制能力是任何系统都无法相比的。
通过这一系统，专业销售人员可以：
• 提高生产能力: 销售人员无需参与行政管理，能更有效地管理自己的时间，因此可以有更多精力关注客户。
• 提高技能和士气: 减少具体管理工作后，销售管理人员有更多的时间投入宏观管理，以及指导和鼓动性的活动。
• 增加交叉销售: 使销售人员具备向每位客户展开交叉触销售和向上销售的能力。
•提高信誉：销售人员可以根据精确到分钟的信息确认产品供货能力及交付日期。
• 增加营业收入：充分利用当前销售数据，最大程度地提高每个项目和每个销售地区的营业收入。
然后，利用数据提高项目的市场占有率和客户保有率。
• 同步数据：协调企业内部与销售相关的部门的信息（营销、生产、储运和服务），极大地提高工作效率，改善客户的满意度。
• 控制成本:跟踪并控制销售费用中大量变量成本
• 更准确地预测: 当前销售点数据与先进的预测和模拟工具相结合，做出准确的滚动销售预测。
• 管理客户寿命周期: 建立每一位客户的档案，并管理彼此保持关系中的每一阶段--从初次接触到销售、履约、服务和后续销售。
• 移动办公: 无论走到何处，销售人员都可以通过上网笔记本电脑、个人数字辅助设备或移动电话随时访问有关的关键信息。
建立更加巩固的客户关系，每次一位客户
即使在新经济环境下，仍然没有其他方式可以取代有效的一对一销售。
因此，您的销售队伍应得到一流的技术支持：mySAP CRM.
能立即与您所有企业信息资源集成的只有CRM系统，且是唯一得到市场领导者SAP丰富经验和成熟技术支持的系统。
欲详细了解mySAP CRM如何帮助您的组织成功销售，请访问我们的网站：/crm
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电子商务平台
为了在新的互联网经济时代保持竞争优势和获利水平，成功的企业必须能跨越传统企业界限进行开放式合作。
这是一种在虚拟全球网络间的协作。
通过，SAP将广泛的商务与行业专门技术集成为融电子商务解决方案、服务和技术为一体的综合平台。
与企业的业务战略集成，可使他们具备持久的竞争优势，从而显著增加收入并最大限度地提高投资回报率。
电子商务平台是解决方案与服务相结的家族产品，能在任何时间、任何地点，有效地推动组织和个人的成功合作。
商务解决方案可以提高任何组织（无论规模大小）的运营效率和获利能力，具备新新经济时代强大的竞争优势。
基于开放式、灵活的协作业务架构，对SAP系统和非SAP系统提供同样的支持。
对新的业务机遇具有迅速响应能力，并且可以降低成本，因而能够创造价值，推动企业间的协作和一体化进程，帮助他们在新新经济这一利好环境下取得业务的成功。
50 046 466 (01/12/13)
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