Database Reference
In-Depth Information
For Account Management, SAP CRM provides support for
Search for and list of important business partners
Contact history with all business partner-specific documents over the last n number of days
(orders, quotations, activities, opportunities, complaints, etc.)
Fast entry of activities and opportunities in Account Management and fast entry of contact
persons in Account Management
Important financial and logistical information
Business partner-specific analysis
8.2.2.4 Activity Management
Interactions between companies and customers are recorded as business activities. Activity
Management is not only available in sales; it is a general component of SAP CRM that supports
employees in organizing their daily work. They can be created at any time in order to docu-
ment an interaction with a customer. Activities can also be created as follow-up documents for
a large number of business transactions that are related to opportunities, leads, sales orders, or
contracts. Each of these activities also provides a quick link to Account Management. Activities
appear automatically in the calendars of all employees who are entered as partners in activity.
Consequently, all employees involved are always kept up to date on discussions, visits, and results.
Together with other documents, activities offer a reliable history of the results achieved as well
as the possibility of forecasting future tasks. SAP CRM has the following categories of reports for
following up on individual activities:
1. Operative report that informs on all open business activities for a particular business partner
or a set of business partners that have been contacted in a certain period
2. Analytical report that informs regarding the amount of time it took to win a customer and
the results that were achieved
For Activity Management, SAP CRM provides support for the following:
Calendar : Activities are saved as appointments in the calendars of all people involved in a
given business transaction.
Documents for business activities : Documents contain information on business partner
address, times, and dates as well as related documents such as product information, letters
to customers, and marketing brochures.
Results and reasons for activities : For the purpose of analysis, it is important to know what
happened with an activity and why. Therefore, the reasons for carrying out an activity, its
status, and whether it was successful can all be recorded and evaluated in that activity.
Activity journal : Using an activity journal, any number of key figures can be generated with
product reference and later evaluated.
Surveys : It is possible to create surveys centrally and to assign corresponding activities. This
enables suitable customer surveys to be managed in parallel with a marketing campaign; con-
sequently, the appropriate survey is assigned to all activities (like customer visits or calls) that
are created (say) as a result of a campaign. Any number of surveys can be assigned to an indi-
vidual activity; all information that is gathered in a survey or using the Activity Journal can be
analyzed in detail and can be drawn upon for defining target groups in a marketing campaign.
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