SAP CRM Interview Questions

How is CRM and R/3 differ from each other?

R/3 is an integration of different application suits. It has its own architecture and way of functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organization since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business – specific requirements (Program), and third is database which contains all information and records about the system, including transactional and configuration data. SAP R/3 has been developed in it’s own language called ABAP (Advanced business application programming).Different modules of SAP R/3 are – FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc.
Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).

CRM Software

Sales Force Automation

  • Contact management- Contact management software stores, tracks and manages contacts, leads of an enterprise.
  • Lead management- Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.

eCRM or Web based CRM

  • Self Service CRM- Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.
  • Survey Management Software- Survey Software automates an enterprise’s Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service

  • Call Center Software- Help Desk Software
    Partner Relationship Management
  • Contract Management Software- Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
    • Example: Upside Software, Accruent Software, diCarta, I-Many.
  • Distribution management Software

Advantages of CRM

Using CRM, a business can:

  • Provide better customer service
  • Increase customer revenues
  • Discover new customers
  • Cross sell/Up Sell products more effectively
  • Help sales staff close deals faster
  • Make call centers more efficient
  • Simplify marketing and sales processesThe types of data CRM projects collect
  • Responses to campaigns
  • Shipping and fulfillment dates
  • Sales and purchase data
  • Account information
  • Web registration data
  • Service and support records
  • Demographic data
  • Web sales data

What is Business Process Management – BPM?

Business Process Management or BPM, is the practice of improving the efficiency and effectiveness of any organization by automating the organization’s business processes. BPM used to be also know as Business Process Reengineering (BPR). Many companies have business processes that are unique to its business model. Since these processes tend to evolve over time as the business reacts to market conditions, the BPM solution you choose must be easily adaptable to the new conditions and requirements and continue to be a perfect fit for the company.In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction between work done by a human and a computer.

  • The idea of BPM is to bring processes, people and information together.
  • Dynamic infrastructure requires separation of flows, business rules and services.
  • ¬†Identifying the business processes is relatively easy. Breaking down the barriers between business areas, and finding owners for the processes is difficult.
  • BPM not only involves managing business processes within the enterprise but also involves real-time integration of the processes of a company with those of its suppliers, business partners, and customers.
  • BPM involves looking at automation horizontally instead of vertically.
  • Business Activity Monitoring (BAM) is essential for measurement of BPM impact.Examples of BPM tasks that your organization performs that should be automated include:
  • Expense Reports Travel Requests
  • Purchase Orders Human Resource Management
  • New Accounts and Credit Authorizations Sales Orders
  • Project Management Software Change Management

The following example illustrates the power of BPM:

When a B2B partner needs some inventory, he can log into the web site and order required inventory. An email will be generated and sent to the supervisor responsible for the partner’s inventory. The supervisor can click on the link in the email, login to the site and approve the inventory. The partner will be notified of the allocation and the inventory will be shipped.

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