CRM – master data

You must define the following master data to be used in customer relations management ( CRM):

• CRM parameters The parameters for customer relations management.
• Addresses The definition of addresses and address formats.
• Business partners, contacts, and employees The sessions for working with business partners, contacts, and employees.
• Optional sessions The sessions with basic customer relation management information.
• CRM – attributes 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 Contains parameters for opportunities.
• Contacts Contains a default attribute set for contacts.
• 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 across CRM.

COM Parameters (tccom0000s000) You can define the following CRM parameters:

• 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 the Default Attribute Set for:

• Addresses in the Addresses (tccom4530m000) session.
• Address formats in the Address Formats (tccom4535m000) session.

For more information, refer to:

• Addresses (tccom4530m000)
• Defining address formats
• Using address formats

Business partners, contacts, and employees

In CRM, you work with business partners, contacts, and employees that you can specify in the following sessions:

• Business partnersBusiness Partner (tccom4100s000)
• ContactsContact (tccom1640m000)
• EmployeesEmployees - General (tccom0101m000)

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) Use this session to define the phases for a sales process.
• 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.