SAP Customer Relationship Management (CRM) is one of the key modules in SAP ERP software and it provides organizations with a service-oriented, single view of the customer, based on which effective business processes can be established.SAP CRM stands for SAP Customer Relationship Management. It is a tool developed by SAP SE to manage customer relations. It provides organizations with the ability to manage customer data in one central system and then perform business tasks like marketing, sales and customer service.
SAP CRM is a software to manage your customer relations. In an era of cutthroat competition, there are so many products in the market that it is difficult to keep track of all. But this software will help you to integrate all your different departments like sales and marketing etc into a single tool. With this integration, you can understand the buying patterns of your customers and how they interact with your company over the phone, email chat or person-to-person contacts.
SAP CRM is a software to manage your customer relations. In a era of cutthroat competition, there are so many products in the market that it is difficult to keep track of all. But this software will help you to integrate all your different departments like sales and marketing etc into a single tool. With this integration, you can understand the buying patterns of your customers and how they interact with your company over the phone, email chat or person-to-person contacts.You need to ensure that you have a proper cover of your customer management system. CRM software can provide you with the requisite coverage, so that you can be assured that your business is in safe hands and your customers are happy.
SAP Customer Relationship Management (SAP CRM) is an integrated customer management application that delivers a set of tools and capabilities to support marketing, sales, and service departments within an organization. SAP CRM allows you to interact with customers in a faster and efficient way, it helps in building close relationships with customers and retain them for long term. This ensures strong business continuity and high return on investment (ROI).
Top 30 SAP CRM Interview Questions and Answers
Q.1 What is SAP CRM?
Ans: CRM stands for Customer Relationship Management. SAP provides software appliances to hold up end-to-end customers associated with support. It focuses on several tasks like billing, delivery, managing, controlling, accounts owing, etc. This is to optimize customer interconnections. This also makes it easy to know and understand your customers, desires, and needs. Today, you can notice a highly competitive environment because top companies aim to progress or step forward on its most valuable benefits, that is, customers. The requirements of such companies are user-friendly, smooth made-to-order, completely non-segregated, and can be executed properly.
Q.2 What are the features of SAP CRM?
Ans: i. SAP Business Suite is one of the important parts of SAP CRM to run customer relationships.
- Marketing, sales, and service are the main focus as these are supported by all customer-focused businesses.
iii. Interaction centre, internet, mobile users (hand-held devices like laptop, etc.), these different interaction channels have been executed.
- CRM Analytics, an element of SAP CRM, helps your organization collect all related information about several vital parts such as customers and scrutinize this database which can include insights into functional processes and calculated decision-making.
Q.3 What about SAP CRM Marketing and defining a market plan?
Ans: Customer interactions in marketing involves the following things-
- Campaign management.
- Customer segmentation.
iii. Lead management.
- Trade promotion management.
- Marketing planning and analytics.
Other than the things mentioned above, SAP CRM also helps you with extensive marketing functionalities and includes labour-saving and measurement of the marketing scheme.
Market plan: For the execution of the market policy of a corporation, the market plan has been employed.
Q.4 Give some details about SAP CRM Sales.
Ans: i. SAP CRM helps you with customer handling contact anytime.
- Top companies can select more than one SAP CRM Sales execution like telesales, enterprise sales, e-selling, and field sales.
iii. The sales force of your business has been held up by SAP CRM and is well-organized and systematic in work.
Customer interactions in sales involve customer order management, quotations and contracts, account and management, opportunity management and pipeline analysis, activity management, commissions and incentives, and sales planning and analytics.
Q.5 What does SAP CRM Service offer?
Ans: Customer interactions in service involves-
- Service request, service order, and contract administration.
- Complaint management.
iii. Case management.
- Installed base management.
- Workflow and escalation management.
- Workforce management.
vii. Service planning and analytics.
Q.6 What are SAP CRM Channels?
Ans: The optimization of your customer interactions includes execution for different channels within your business like internet, telephony, field sales, and partners are provided by SAP CRM. This also helps employees with an instinctual, user-friendly confluence to make daily work happen. SAP CRM Channels involve back-office, field service or offline-user, interaction centre, web channel management and partner channel management.
Back office: All the employees are offered relevant systems in a single UI.
Field service or offline-user: SAP CRM provides various field implications for field service indicative that they can use anywhere, anytime.
The interaction centre involves several factors that the employee can utilize during communication with the customer to make an account or look after the transaction itself.
Web channel management: This helps end customers make it happen and have research work in data, and with that, you can purchase services or products anytime.
PCM – PCM stands for Partner Channel Management, which combines web channel management and regular CRM to help with a complete solution for partner management.
Q.7 How does a CRM manage emails from customers?
Ans: SAP CRM helps you with the workflow which accesses email processing abilities. It can do the following tasks –
- Retrieve emails sent from your customers.
- Route emails automatically to appropriate users based on workflow rules.
iii. Manage multiple attachments in emails.
- Send automatic replies to your customer.
Q.8 Mention how CRM assigns the business roles?
Ans: SAP CRM utilizes two main ways for this –
Business roles with indirect assignment, PPOMA_CRM.
To use masters in SU01 directly through security posts.
Q.9 What are the actions in SAP CRM?
Ans: SAP CRM witnesses “Actions”, which finds a way to put functionality in objects. Take an example; you can utilize Actions to send quotations to the quotation document’s customers. Apart from this, there is one more utilization of actions: creating the following document.
Q.10 List all the standard transaction types of sales?
Ans: i. LEAD – lead.
- AG – Quotation.
iii. Opt – Opportunity.
- OPSM – Sales Methodology.
- TA – Tele Sales, etc.
Q.11 What is the partner function in SAP CRM?
Ans: Partner function elaborates on the organization and people with whom the business has been sorted, including any transaction. This also involves details like sold to party, ship-to party, a bill to party and payer. It goes like process-technology-collaboration-vision-process and cycles goes on, and each one ends with customer experience.
Q.12 What is an activity journal??
Ans: This helps you record and upgrade information from customer reach or telephone calls in activity journals.
Q.13 What is master data in SAP CRM?
Ans: Master data gives you basic data about your customer, divided between different modules. This is the ultimate basic data necessary for making Org, e.g. address and contact information and CP, e.g. names and contact information, in a CRM system.
Q.14 What are logical links in SAP CRM?
Ans: The high-level menus in the navigation bar of SAP CRM are named as work centres which include logical links. These links indicate the real CRM application and allow the CRM user to make the business object directly. These links are sometimes denoted as direct links and let various pages navigate.
Q.15 What is IPC in SAP CRM?
Ans: IPC means Internet Pricing and Configurator. The IPC supports a set of engines that perform product configuration and cost. Its performance is versatile in various SAP applications. SAP CRM uses IPC to direct pricing details while creating a business transaction.
Q.16 What are some of the good factors of SAP CRM?
Ans: SAP CRM is a software tool offered by SAP, one of the important modules in an organization. SAP CRM acts toward customer handling and looks after all the vital activities related to customer services. SAP CRM includes all the measures a company deals with its customers involving tasks such as delivery, invoicing, accounts receivable, etc. It lets an organization meet customer satisfaction by offering service prospects and product quality consumers need.
Q.17 What are the major components of the SAP CRM software tool?
Ans: i. SAP CRM Sales.
- SAP CRM Analytics.
iii. SAP CRM Marketing.
- SAP CRM Service.
- SAP CRM Interaction Center IC.
- SAP CRM Web Channel like CRM Mobile and E-Marketing, etc.
vii. SAP Hybrids.
Q.18 What is BDoc in CRM, and what is the classification of BDoc?
Ans: BDoc or business document witness CRM middleware transfer or exchange data with users carried by all data or information. The business data is all set with containers during BPAI calls.
The classification of BDoc are as follows –
- Messaging BDocs.
- Synchronization BDocs.
iii. Mobile Application BDocs.
Q.19 What are the important components of IPC?
Ans: The main components of IPC are as follows –
- Sales Pricing (SPE).
- Sales Configuration Engine (SCE).
- Free Goods Engine (FGE).
Q.20 What will you do to delete a business partner?
Ans: A business partner is possible to get deleted from the database in the following ways –
- Using transaction BUPA_DEL in a single-step procedure.
- Determining the records for deletion and setting the relevant system in the transaction BUPA_PRE_DA in the two-step procedure.
Q.21 How can we integrate R/3 with CRM?
Ans: In ECC (R/3) –
- Define the logical system for ECC (Name).
- Define a logical system for CRM (for cross-connection).
iii. Identify the data which you wanted to copy to CRM.
- Assign a logical system to the client.
In SAP CRM –
- Define the logical system for CRM.
- Define the logical system for ECC.
iii. Assign a logical system to the client.
- Copy the required data from ECC.
Q.22 Which functionality in CRM has the quotation transaction type?
Ans: i. Creating or generating leads with a marketing campaign.
- Tracking, qualifying, and closing OPPT.
iii. Managing and tracking ERP quotations.
- Processing ERP Sales Orders.
- Fulfilling logistics needs.
- Processing invoices.
vii. Managing account payables.
Q.23 What are the advantages of CRM?
Ans: i. Provide better customer service.
- Increase customer revenues.
iii. Discover new customers.
- Cross-sell/up-sell products more effectively.
- Help sales staff close deals faster.
- Make call centres more efficient.
vii. Simplify marketing and sales processes.
vii. Increase the sales and revenue.
viii. Access deep customer insights.
- Highly targeted marketing.
- Boost customer satisfaction.
- Easy for internal and external collaboration.
Q.24 Mention the types of data CRM projects collect?
Ans: i. Responses to campaigns.
- Shipping and fulfilment dates.
iii. Sales and purchase data.
- Account information.
- Web registration data.
- Service and support records.
vii. Demographic data.
viii. Web sales data.
Q.25 What is the text determination in SAP CRM? In real-time, what SAP CRM consultant too?
Ans: To exchange information between the customers, partners or users, texts are the medium, which is known as text determination. It can be made use for –
- Customer master.
- Sales document header and item.
iii. Billing document header and item.
SAP CRM consultant scrutinizes the business needs and then configures the ERP in real-time.
Q.26 Mention wherein the table you can find the internet email addresses for business partners stored?
Ans: In table ADR6, the email addresses for business partners are supposed to get stored.
Q.27 What is the architecture of SAP CRM?
Ans: i. SAP SCM.
- SAP ERM Server like, for instance, CRM Enterprise, Adapter, and CRM Middle Ware.
iii. SAP ECC (backend system).
- SAP BI (analytic reporting).
- Enterprise Portal.
vii. Mobile devices.
viii. Other hand devices.
Q.28 What is opportunity hierarchy, and Where can it be used?
Ans: To maintain a track of the sales project that is split into several other subprojects, to connect these to the sales project explains the role of opportunity hierarchy. For linking the sub-projects that combine the sales projects, various other opportunities are supposed to catch up with one another. Opportunity hierarchy can be used –
- To link the chance and therefore the sales project.
- To link a sub opportunity with a product.
iii. To connect various sales projects.
WQ.29 On which version of the SAP CRM, you have got hands-on experience?
Ans: i. SAP CRM 2008 (7.0) was released within the year 2009.
- SAP CRM 2007 (6.00) was released within 2007.
Q.30 What is text determination in SAP CRM?
Ans: CRM helps the text be used as an exchange medium and information between the customers, partners, or clients. Customer master might need text to be created, sales document header and item, billing document header and object, etc.
In conclusion, CRM software solutions such as SAP CRM are extremely important for handling customers. This comes in the form of handling customer complaints, making sure there is resolution to problems and even servicing unresolved issues. Using the SAP CRM, you can attend to every customer properly, and make sure their needs are addressed.
The reputation of a brand rests on ensuring that its customers are happy. According to research conducted by Capgemini Consulting, over 64% of businesses in the United States believed that customer experience is their major differentiator. SAP CRM makes it easy for businesses to manage customer relationships and improve their service offerings. Along with the power of the SAP CRM and the combined efforts of all employees, any business is bound to prosper.