| CRM – master dataYou must define the following master data to be used in
customer relations management ( CRM): The parameters for customer relations management. The definition of addresses and address formats. The sessions for working with business partners, contacts, and
employees. The sessions with basic customer relation management
information. The set up of attributes, which are used to record distinctive
information on business partners, contacts, activities, opportunities, letters,
and reports.
CRM parameters CRM Parameters (tdsmi0100m000) This session displays the following group boxes: Opportunities Contacts Default Attribute Set for Business Partner Contains attribute sets for business partners. You can link a
default attribute set to various business partner roles. Default Attribute Set for Potential Business Partner Contains attribute sets for prospects. You can link a default
attribute set to various potential business partner roles. Miscellaneous Contains general parameters that are used throughout CRM.
Note You can enter default settings for a user or a group of
users in the Defaults by User (tdsmi0520m000) session. The settings made in this session
overrule the settings specified in the CRM Parameters (tdsmi0100m000) session. COM Parameters (tccom0000s000) You can define the following CRM parameters in this
session: - Number groups for
business partners, contacts, addresses, and activities.
- Series for business partners, contacts, addresses, tasks, appointments, calls, mailings, and e-mails.
- The Initials Based On field for contacts.
- The Synchronize Contacts check box.
- The Path for Attachments and Maximum Email Size fields for e-mails.
- The Synchronize Activities check box.
Addresses To communicate with persons and organization in CRM, you must
define: For more information, refer to: Business partners, contacts, and employees For more information, refer to: Optional sessions The following sessions are optional. Each session includes
basic CRM information: Salutations (tcmcs1120m000) Use this session to define salutations that can be used for introductions on letters
addressed to contacts. Phases (tdsmi0103m000) Use this session to define phases, which enable you to keep track of
a particular stage or phase in a sales process. Opportunity Types (tdsmi0107m000) Use this session to define opportunity types that can be used to classify opportunities. Sales Processes (tdsmi0108m000) Use this session to define sales processes, which are standard sales methodologies that must be followed
when working on an opportunity. Phases by Sales Process (tdsmi0109m000) Attentions (tcmcs1122m000) Use this session to define attention codes, which are messages that you
can link to any contact, opportunity, or activity. Promotions (tcmcs1123m000) Use this session to define promotions, which can be used to represent
items given to contacts to show appreciation for their business, or to indicate
what type of promotional activities have been used in conjunction with a given
business partner. Sources (tcmcs1124m000) Use this session to define sources to keep track of where business
partners are contacted. For example, a company that goes to trade shows might
want to know how many new prospects they received by going to that trade
show. Industry Codes (tcmcs1125m000) Use this session to define industry codes, which are used to classify business partners by type of business
for the purpose of, for example, segmenting customers for territory management
and campaigns. Buyer Roles (tcmcs1126m000) Use this session to define buyer roles, which are used to classify a contact's decision making powers in
an opportunity.
Attributes You can link attributes to the following business
objects: - Business partners
- Contacts
- Opportunities
- Activities
In addition, you can use attribute information in reports and
letters. You must complete the following steps to define attributes
and attribute sets: Step 1. Create attributesCreate attributes in the Attributes (tdsmi0550m000) session. Notes - The fields on the Reference tab are optional. You need not fill them if
no reference or zooming must occur.
- Attributes are very similar to the LN fields. For example,
a calculator can be used on both the integer and fraction attributes, the same
way as in standard numeric LN fields. The calendar can be used on date attributes as
well.
- If an attribute is of the Option type, fill the options in the Options by Attribute (tdsmi0151m000) session.
Step 3. Link attributes to attribute setsLink the attributes to the attribute set in the Attributes by Attribute Set (tdsmi0153m000) session. An attribute may appear in more
than one attribute set. Attribute sets can be added to the following sessions: - Attributes by Business Partner (tdsmi1101m000)
- Attributes by Opportunity (tdsmi1111m000)
- Attributes by Contact (tdsmi1123m000)
- Attributes by Activity (tdsmi2101m000)
Step 4. Link attributes to business objectsAttributes can be linked to business objects as
follows: - By using default attribute sets, which you can define in
the Defaults by User (tdsmi0520m000) session or in the CRM Parameters (tdsmi0100m000) session.
- By globally adding an attribute set to multiple business
partners, opportunities, and so on, at one time in the Global Addition of Attributes (tdsmi2210m000) session.
- By globally adding activities to multiple
business partners, opportunities, and so on, at one time in the Global Addition of Activities (tdsmi2210m100) session. The addition of activities in this
session must be based on an activity template to which an attribute set is linked in the Activity Templates (tdsmi0155m000) session.
- By manually adding attributes to specific business
objects. You can add attributes one by one or by attribute set in the following
sessions:
Business Partner (tccom4100s000) Opportunity (tdsmi1610m000) Contact (tccom1640m000) Activities (tccom6100m000) Add attributes to an activity on the Additional Attributes tab of the Appointment (tccom6600m100), Call (tccom6600m200), Task (tccom6600m300), or Mailing (tccom6600m400) sessions, which refers to the Attributes by Activity (tdsmi2101m000) session.
Step 5. Enter values for attributesOn the Additional Attributes tab of the Business Partner (tccom4100s000), Opportunity (tdsmi1610m000), Contact (tccom1640m000), and Activities (tccom6100m000) sessions, you can enter values for the attributes. Based on the type of attribute, the calculator or calendar
can be available when you enter values. It is mandatory to enter a value if the
attribute is set up that way. Example Attribute linked to a business partner A company has decided to check whether or not their suppliers
are ISO 9000 certified. By creating an attribute called ISO 9000? and linking
this attribute to each of their suppliers, the company can track this
information. The company sets the default value for this expression to
No. Attribute linked to an activity A company has created an activity used to track complaints
from the warehouse to suppliers. Attached to this activity is an attribute set
called COMP = Complaints, which lists the information that they wish to track
each time an issue comes up. One of the attributes is a field in which the
warehouse person rates the supplier's response. The available values are Great,
Good, Poor, and Unacceptable. Attribute set Each year a company conducts a customer satisfaction survey.
Each of the survey questions is created as an attribute and all of the
questions are grouped in an attribute set.
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