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SAP CRM INterview questions Part#2

Are there any indications of the need for a CRM project?

Pay Scale Structure means creation of Payroll area, Pay scale type, area, group and levels with Employee Sub group grouping for PCR & Cap’s.

How important is Customer Relationship Management?
The past decade has seen concentrated efforts at integrating enterprise relationship planning (ERP) systems at the same time that organizations eliminated Year 2000 concerns. Now, an increasing number of companies are turning to customer relationship management (CRM) strategies to retain and acquire customers in a worldwide marketplace characterized by heightened competition. Can CRM and ITS server maintained in one system?

CRM and ITS servers can be maintained in one system, but it is technically possible and whereas it is not recommended since it would not allow for good security if both are implemented in one server.

How long will it take to get CRM in place?A bit longer than many software salespeople will lead you to think. Some vendors even claim their CRM “solutions” can be installed and working in less than a week. Packages like those are not very helpful in the long run because they don’t provide the cross-divisional and holistic customer view needed. The time it takes to put together a well-conceived CRM project depends on the complexity of the project and its components.
Is there any provision directly with CRM to buffer the data or is there any other means?The provision directly with CRM to buffer the data is by CRM stores, all orders, products, and prices etc, used in the Internet sales Scenario. It would have R/3 integration and then the order will be forwarded to R/3, but it is also kept in CRM database.
How the data was collected in CRM projects?There are different types to collect data from CRM projects:

1. Responses to Campaigns.

2. Sales and purchase data.

3. Web registration data.

4. Shipping and fulfillment dates.

5. Account Information.

6. Service and support records.

7. Demographic data.

8. Web sales data.

What are the Benefits of customer relationship management?
What are the advantages of CRM?
Is there any limitation for the number of Mobile Clients in CRM?

No, there is no limitation for the number of mobile clients in CRM.

What is automating the operations?
What is CRM Software?
What is the goal of CRM?
What is the difference between the internet sales and the components provided with ITS and with CRM?
What is Business Process Management BPM?
Is it possible to implement CRM with SAP 4.0B?
What is the definition of CRM?
What is the difference between CRM and R/3?
Explain Customer Relationship Management (CRM)?
What is mySAP CRM?

How to integrate a data quality solution within other software applications?


SAP CRM Interview Questions Part#1

Q. What is CRM?

ans.    CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers’ needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

Q. What is 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, Questionsnaires 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

Q.  What are the Advantages of CRM ?

ans.   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 processes

The 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

Q. What is Business Process Management – BPM?

ans.   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