CR600

CRM Marketing
SAP CRM

Date
Training Center
Instructors

Education Website

Participant Handbook
Course Version: 97
Course Duration: 5 Day(s)
Material Number: 50130394

An SAP course - use it to learn, reference it for work

Copyright

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 About This Handbook
This handbook is intended to complement the instructor-led presentation of this
course, and serve as a source of reference. It is not suitable for self-study.

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About This Handbook CR600

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 Contents
Course Overview .......................................................... ix
Course Goals ........................................................... ix
Course Objectives ..................................................... ix

Unit 1: Introduction Web Client UI: Marketing ...................... 1

SAP CRM Marketing ...................................................2
Marketing Web Client User Interface .................................5

Unit 2: Marketing Plans and Campaign Management ........... 21

Marketing Plan and Campaigns..................................... 22
Campaign Management ............................................. 56

Unit 3: Working with Campaigns ..................................... 81

Integrated Marketing Calendar ...................................... 82
Products and Discounts for Campaigns ........................... 97
Maintaining Campaigns .............................................109
Campaign Channels and Campaign Execution ..................124

Unit 4: Segmentation................................................... 145

Marketing Attributes – Data Sources and Attribute Lists .......146
Segmentation.........................................................174
Segmentation Basis, Depulication and High Volume
Segmentation .....................................................213

Unit 5: Personalized Mails ............................................ 239

Personalized Mails...................................................240

Unit 6: Product Proposals ............................................ 265

Product Proposuals..................................................266

Unit 7: Lead Management and Surveys ........................... 293

Lead Management ...................................................294

Unit 8: Campaign Automation ....................................... 329

Campaign Automation...............................................330
Campaign Automation Processing ................................348

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Contents CR600

Unit 9: External List Management................................... 395

External List Management ..........................................396

Unit 10: Special Features and Functions.......................... 425

Special Features and Functions ...................................426
Bounce Management................................................451

Unit 11: Couponing ..................................................... 479

Couponing ............................................................480

Appendix 1: Analytics – Additional Information and not Part of

the Course ............................................................. 503

Appendix 2: CRM Marketing – Additional Information and not

Part of the Course .................................................... 513

Appendix 3: Appendix Campaign Automation – Additional

Information and not Part of the Course ......................... 535

Appendix 4: Bounce Management and ERMS – additional

Information and not part of the course .......................... 551

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 Course Overview
Target Audience
This course is intended for the following audiences:

• SAP customers considering an implementation of SAP CRM

• Customers and consultants who need to get a fast, yet sound overview of key
capabilities and processes in SAP CRM Marketing.

Course Prerequisites
Required Knowledge
• SAPCRM
• CR100

Course Goals
This course will prepare you to:

Course Objectives
After completing this course, you will be able to:

• Describe the marketing management functionality within SAP CRM

• Use marketing functionality to run common marketing processes
• Use Customizing options of the marketing management functionality in
SAP CRM.

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Course Overview CR600

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 Unit 1
Introduction Web Client UI: Marketing

Unit Overview
• Introduction SAP CRM Marketing
• Marketing Web Client User Interface

Unit Objectives
After completing this unit, you will be able to:
• have an overview the SAP CRM Marketing functionality.
• Explain common marketing processes
• Describe the User Interface CRM Web UI and the SAP GUI.

Unit Contents
Lesson: SAP CRM Marketing ....................................................2
Lesson: Marketing Web Client User Interface .................................5
Exercise 1: Marketing Web Client User Interface ....................... 11

Figure 1: Course Overview

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Unit 1: Introduction Web Client UI: Marketing CR600

Lesson: SAP CRM Marketing

Lesson Overview
This lesson gives a brief overview picture of the SAP CRM Marketing
functionality. This course focuses on SAP CRM Marketing in general and does
not cover Trade Promotion Management (TPM) specifics.

Lesson Objectives
After completing this lesson, you will be able to:
• have an overview the SAP CRM Marketing functionality.

Business Example

Figure 2: Overview of SAP CRM Marketing

These are “building blocks” that provides an overview of our Marketing

capabilities:
The customer is the focus at the top, and all the customer interaction channels are
integrated with the marketing capabilities. Both inbound and outbound channels
(direct mail, call/service center, email/web, field sales, partner organization,
branch stores, POS/ATMs, wireless, FAX, SMS, etc.).
Marketing Capabilities in SAPCRM:

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CR600 Lesson: SAP CRM Marketing

MRM: Marketing Resource Management includes Strategy & Planning for a

higher level, budget and cost management and brand management capabilities
which includes Digital Asset Management, Product Development Management,
and other collaborative marketing capabilities.
Segment and List Management:
provides capabilities to import in external data like rented or purchased lists, create
new customer attributes, and an easy to use graphical, interactive segmentation
and list management tool.
Campaign Management:
SAP provides marketers the ability to execute marketing campaigns through
multiple channels, both inbound and outbound channels: phone, mail, email,
web, fax, SMS etc. We also have the ability to plan and execute dialog marketing
campaigns. Dialog campaigns are pre-planned two way customer interactions that
unfolds over time, every interaction is personalized with relevant information
because it leverages information from previous interactions.
Lead Management:
SAP provides a complete lead management solution that allow users to manage
lead through its full lifecycle process. Users can generate lead, qualify them,
and automatically distribute them allowing sales agents to effectively follow up
on all leads.
Trade Promotion Management:
SAP provides a closed loop process around trade promotion management.
Centralized fund planning and forecasting capabilities along with tracking and
settlement capabilities as well as end result measurement.
Marketing Analytics:
SAP provides a robust set of analytic from basic reporting to advanced
analytics around customer and products as well as predictive models/scores and
optimization capabilities.

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Unit 1: Introduction Web Client UI: Marketing CR600

Lesson Summary
You should now be able to:
• have an overview the SAP CRM Marketing functionality.

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CR600 Lesson: Marketing Web Client User Interface

Lesson: Marketing Web Client User Interface

Lesson Overview

Lesson Objectives
After completing this lesson, you will be able to:
• Explain common marketing processes
• Describe the User Interface CRM Web UI and the SAP GUI.

Business Example
You want to get familiar with the Web User Interface of SAP CRM Marketing and
the delivered business role Marketing Professional.

Figure 3: CRM Web User Interface: Marketing - Home

In the Navigation Bar the area Home provides an overview of your daily tasks.

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Unit 1: Introduction Web Client UI: Marketing CR600

The HOME page provides:

• A quick, direct overview of the current day
• Hyperlinks to more detailed information
• Predefined content for
– My appointments today
– My tasks today
– Reports
– Alerts
– Workflow tasks.
The HOME page:
Can be configured per role.
• Available content and screen structure can be
– Configured per role
– Personalized by the user.

Figure 4: Working in the Web Client UI Element: L-Shape

The L-shape provides easy global navigation throughout the entire SAP CRM
application. Generic shortcuts for fast data entry, access, and other information are
also included. The L-shape consists of a header (top) and navigation (left-hand)
area.

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CR600 Lesson: Marketing Web Client User Interface

The position and size of the L-shape is static and its content can be configured as
business-role dependent.
L-shape characteristics
• Static position and size
• The specific content of the L-shape can be configured as role-dependent.
You can configure the user interface Web Client Role specific. If you are interested
in please refer to the specific CRM course (CR580).

Figure 5: CRM Web Client UI: Header Area

The Header Area system links provide the following functions:

Personalize: Offers generic personalization options for the user: Examples: Skin
selection and keyboard shortcuts.
Help center: Offers direct access to online help using the knowledge warehouse
System news: Provides access to general system messages, such as those set and
published by an administrator.
The saved searches area provides direct access to a list of predefined search
queries across all SAP CRM applications.

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Unit 1: Introduction Web Client UI: Marketing CR600

By choosing a predefined search, the user can directly

• Start the search with the GO button. The system automatically navigates to
the corresponding search page displaying the result list
• Edit the saved search to redefine search parameters with the EDIT button:
The system automatically navigates to corresponding search page with the
search criteria visible for direct changes
• Delete the selected saved search with the recycle bin button.
A saved search can be defined in advanced search pages, directly below the search
statements (see section on the search page).
The definition of saved searches is user-specific.

Figure 6: Web Client UI: Marketing - Menu

Here you find an example of the SAP Marketing Menu in the CRM Web UI.
Everything is presented in alphabetical order.
You have the option to look for objects in the Search “area” and of course to
create new “data” in the Create “area”.
In the area Reports you have access to all kind of reports like BW reports or
OLPT reports and others.
You can personalize every detailed area within the CRM Marketing application by
choosing the Personalize button. With the help of Personalization you can make
Assignment Blocks available and visible or hidden.
An Assignment Block is an UI element that contains the most important
information about an assigned business object.

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CR600 Lesson: Marketing Web Client User Interface

It is located on the overview page of the leading business object and can contain
table view, form view or hierarchy view. It is always linked to a separate edit page.
For example for a campaign you can have the assignment block Campaign Details,
Segments, Involved Parties and many more.

Figure 7: Overview Page: Main UI Elements

Here is a description of the UI areas.

Work Areas consist of a header area and various Assignment Blocks (AB). Within
an Assignment Block you can view details and create or change data.
This course is based on the Web Client standard role MARKETINGPRO. The
SAP standard roles are examples of what marketing professionals might use in
their daily work.
If you want to modify the standard roles you can do so in customizing. The
configuration of a SAP standard role is not the focus of this course, it is taught
in the course CR580.

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Unit 1: Introduction Web Client UI: Marketing CR600

Figure 8: SAP GUI Interface for Administrative Tasks

The SAP GUI interface is used by administrators and Project team member
to support their administrative tasks such as:
• Customizing
• System administration
• ABAP Workbench / own development enhancements.
As well as
• SAP Business Workflow
• User Maintenance, Maintain the assignments of authorization objects or
Role Maintenance
• System monitoring and CRM Middleware settings and many more.
In this course we will focus on the customizing of the CRM Marketing application.
Customizing an SAP System includes:
• An application is customized to meet the requirements of the respective
business case or of the specific country.
• User-specific customization of an application.
• There are many options to configure the SAP system to meet your business
needs by parameterization – not programming.
• To learn more about CRM Marketing customizing options go to the SAP
Implementation Guide (SAP IMG) using transaction code SPRO and call
up the customizing details: SAP IMG: Customer Relationship Management
→ Marketing → (...)

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CR600 Lesson: Marketing Web Client User Interface

Exercise 1: Marketing Web Client User

Interface
Exercise Objectives
After completing this exercise, you will be able to:
• Familiar with the User Interface CRM Marketing in the Web Client
• Familiar with the User Interface SAP GUI and Customizing

Business Example
In CRM marketing the Marketing Web UI is the backbone of all marketing
scenarios.
First you should become familiar with the CRM Marketing UI and go through
the available assignment blocks and personalize them for the CRM marketing
campaigns.

Task 1:
Log on to the CRM system and the Web UI using the CRM System and user.
Please note the symbol ## should be replaced by your group number.
You want to have easy access to the SAP Customizing and CRM Web Client
UI therefore you want to make use of the Favorites in the SAP GUI -SAP Easy
Access Menu.
1. Log on to your assigned CRM training system. The system information
will be provided by your instructor.
Log on to your assigned CRM training system

System:
Client: 800
User: CRM-## (always replace this ## with your group
number)
Password:
Language:

2. Create a new entry in your Favorites Menu, add the transaction code WUI
or WUI_SSO and the transaction code SPRO in your Favorites of the SAP
Easy Access Menu.

Continued on next page

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Unit 1: Introduction Web Client UI: Marketing CR600

The transaction code WUI_SSO allows direct access to the Web Client UI. It
has been set up for our training environment. Normally you use transaction
WUI.
The transaction code SPRO is the access point to the SAP Customizing, you
could have added it to your Favorites from the SAP Easy Access Menu,
just drag and drop it from the SAP Menu: Architecture and Technology →
Configuration → Customizing
3. Choose one way to log on to the CRM Web Client User Interface (Web
Client UI)
Log on to the CRM Web Client User Interface (Web Client UI) via the
transaction code WUI_SSO, which shows as: Start the WebClient UI.
Choose Web client UI Business Role: Marketing Professional

Hint: The Business Role Marketing Professional in our training

environment is a copy of the SAP standard role, which is designed
for a marketing professional user.

Task 2:
You want to get familiar with the CRM Web Client UI for the Marketing
application and start personalizing some of the WebClient UI settings.
1. Log on to the Web Client UI as described before using the CRM System and
choose the Business Role: Marketing Professional
2. Optional Task:
Personalize the layout of the CRM Application and choose the Layout
Signature Design from the available list of layouts.
In CRM Web Client UI choose Personalize and personalize the Layout for it
and select Signature Design for Layout.
Once your are finished with personalization go back to Home
3. Navigate to the Work Center Marketing and search for the already created
campaign with the ID C/3002-B2C-INT with description E-Mail Campaign
Consumers
4. What assignment blocks are visible in the campaign overview at the moment?
5. Configure the overview of campaign and make the assignment blocks
Discounts and Actions visible and make the assignment block Planning
invisible a. In addition to this bring the assignment blocks in the following
order:

Continued on next page

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CR600 Lesson: Marketing Web Client User Interface

Campaign Details, Segments; Campaign To-Dos, Products, Discounts,

Actions, Parties Involved, Campaign Elements, Notes, Attachments, Contact
Statistics, Change Documents, Administration Data, and Messages
6. Log Off from the Web Client UI.

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Unit 1: Introduction Web Client UI: Marketing CR600

Solution 1: Marketing Web Client User

Interface
Task 1:
Log on to the CRM system and the Web UI using the CRM System and user.
Please note the symbol ## should be replaced by your group number.
You want to have easy access to the SAP Customizing and CRM Web Client
UI therefore you want to make use of the Favorites in the SAP GUI -SAP Easy
Access Menu.
1. Log on to your assigned CRM training system. The system information
will be provided by your instructor.
Log on to your assigned CRM training system

System:
Client: 800
User: CRM-## (always replace this ## with your group
number)
Password:
Language:

a) –
2. Create a new entry in your Favorites Menu, add the transaction code WUI
or WUI_SSO and the transaction code SPRO in your Favorites of the SAP
Easy Access Menu.
The transaction code WUI_SSO allows direct access to the Web Client UI. It
has been set up for our training environment. Normally you use transaction
WUI.

Continued on next page

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CR600 Lesson: Marketing Web Client User Interface

The transaction code SPRO is the access point to the SAP Customizing, you
could have added it to your Favorites from the SAP Easy Access Menu,
just drag and drop it from the SAP Menu: Architecture and Technology →
Configuration → Customizing
a) When you are logged on to the SAP CRM system, add the transaction
code WUI_SSO and SPRO in your Favorites of the SAP Easy Access
Menu.
Choose from the menu (not the Easy Access Menu) Favorites → Insert
Transaction.
Choose Continue (ENTER)
Transaction code: WUI (generic transaction to enter Web Client UI)
optional you can use
Transaction code: WUI_SSO (special transaction for training)
Choose Continue (ENTER)
Choose again from the menu (not the Easy Access Menu) Favorites →
Insert Transaction.
Transaction code: SPRO
Choose Continue (ENTER)
The transaction code SPRO is the access point to the SAP Customizing,
you could have added it to your Favorites from the SAP Easy Access
Menu, just drag and drop it from the SAP Menu: Architecture and
Technology → Configuration → Customizing
3. Choose one way to log on to the CRM Web Client User Interface (Web
Client UI)

Continued on next page

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Unit 1: Introduction Web Client UI: Marketing CR600

Log on to the CRM Web Client User Interface (Web Client UI) via the
transaction code WUI_SSO, which shows as: Start the WebClient UI.
Choose Web client UI Business Role: Marketing Professional

Hint: The Business Role Marketing Professional in our training

environment is a copy of the SAP standard role, which is designed
for a marketing professional user.

a) Log on to the CRM Web Client User Interface (Web Client UI)
Just double-click your just created Favorite entry transaction code
WUI_SSO, which shows as: Start the WebClient UI
Or alternatively double-click your just created Favorite entry
WebClient UI
Enter the relevant data User / Password / Language
Web client UI Business Role: Marketing Professional

Task 2:
You want to get familiar with the CRM Web Client UI for the Marketing
application and start personalizing some of the WebClient UI settings.
1. Log on to the Web Client UI as described before using the CRM System and
choose the Business Role: Marketing Professional
a) –
2. Optional Task:
Personalize the layout of the CRM Application and choose the Layout
Signature Design from the available list of layouts.
In CRM Web Client UI choose Personalize and personalize the Layout for it
and select Signature Design for Layout.
Once your are finished with personalization go back to Home
a) In the header CRM Web Client UI area choose Personalize.
In the area Layout choose Personalize Layout
In the area Skin select: Signature Design
In the end choose Save.
Once your are finished with personalization go back to Home
In the Navigation Bar choose Home

Continued on next page

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CR600 Lesson: Marketing Web Client User Interface

3. Navigate to the Work Center Marketing and search for the already created
campaign with the ID C/3002-B2C-INT with description E-Mail Campaign
Consumers
a) – see next step
4. What assignment blocks are visible in the campaign overview at the moment?
a) In the Navigation Bar choose Marketing
Choose in Search: Campaigns
Enter the Search Criteria:
Campaign ID is C/3002-B2C-INT

Hint: You do not have to enter anything in the field description

Choose the button Search

In the Result List you will find the campaign with ID C/3002-B2C-INT
just click on the hyperlink which is the blue field and it will be
underlined whenever you touch over it with your mouse.
You can see the following assignment blocks
Campaign Details, Campaign To-Dos, Segments, Involved Parties;
Notes; Attachments, Products, Campaign Elements, Planning, Contact
Statistics, Change Documents, Administration Data, and Messages
5. Configure the overview of campaign and make the assignment blocks
Discounts and Actions visible and make the assignment block Planning
invisible a. In addition to this bring the assignment blocks in the following
order:

Continued on next page

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Unit 1: Introduction Web Client UI: Marketing CR600

Campaign Details, Segments; Campaign To-Dos, Products, Discounts,

Actions, Parties Involved, Campaign Elements, Notes, Attachments, Contact
Statistics, Change Documents, Administration Data, and Messages
a) Choose Personalize in the campaign menu
In the Available Assignment Blocks mark the fields Discounts and
Actions and transfer ( ) the fields to the Displayed Assignment Blocks
In the Displayed Assignment Blocks mark the fields Planning and
transfer ( ) the fields to the Available Assignment Blocks.
You can change the order of the fields in the Displayed Assignment
Blocks when you mark the relevant fields and choose the button Up or
Down in the Displayed Information.
In the end, choose Save
Alternatively you can change the order of the assignment block just be
dragging and dropping them when you are in the campaign details view.
6. Log Off from the Web Client UI.
a) choose Log Off

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CR600 Lesson: Marketing Web Client User Interface

Lesson Summary
You should now be able to:
• Explain common marketing processes
• Describe the User Interface CRM Web UI and the SAP GUI.

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Unit Summary CR600

Unit Summary
You should now be able to:
• have an overview the SAP CRM Marketing functionality.
• Explain common marketing processes
• Describe the User Interface CRM Web UI and the SAP GUI.

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 Unit 2
Marketing Plans and Campaign
Management

Unit Overview
Overview of
• Marketing Plan
• Campaign
• User Status Profile
• Authorization Group
• Marketing Organisation Unit

Unit Objectives
After completing this unit, you will be able to:

• Describe the various functions in CRM marketing planning and campaign

management
• Customize marketing planning and campaign management.
• User Status Management
• Marketing Organization of the Organization Model
• Campaign To-Dos

Unit Contents
Lesson: Marketing Plan and Campaigns ..................................... 22
Exercise 2: Marketing Plan and Campaigns ............................. 31
Lesson: Campaign Management .............................................. 56
Exercise 3: Campaign Management...................................... 65

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Unit 2: Marketing Plans and Campaign Management CR600

Lesson: Marketing Plan and Campaigns

Lesson Overview

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the various functions in CRM marketing planning and campaign
management
• Customize marketing planning and campaign management.

Business Example

Figure 9: CRM Marketing Integration

Marketing functionalists are highly integrative.

The scenario above shows the possible steps that are involved in a complex
campaign. Here we see, for example, how the different systems interact with
SAP CRM. For example, you can assign direct marketing expenses to accounting
objects, as well as handle detailed postings in SAP ERP backend, and you
can analyze campaign attributes and carry out the necessary budgeting and
performance monitoring in SAP Business Information Warehouse (SAP BW).

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CR600 Lesson: Marketing Plan and Campaigns

Figure 10: Marketing and Campaign Planning: Overview

With SAP CRM you can view your marketing projects from three different
perspectives:
• The Marketing Calendar gives an overview of all marketing projects within
a certain time range.
• The Marketing Plan offers a hierarchical view.
• With campaign automation, you can use the Java applet-based process view.

Figure 11: Marketing Element Overview

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Unit 2: Marketing Plans and Campaign Management CR600

In CRM Marketing you can use Marketing plans and campaigns. Marketing plans
and campaigns are the elements of a hierarchically built marketing project. You
can have as many levels as you want.
Marketing Plans:
• A marketing plan is used for strategic marketing planning, that is, for
planning a concrete marketing concept.
• This way budgets and deadlines are taken into consideration. A marketing
plan could form, for example, the basis for next year's costing in the
Marketing department. It is a management tool.
• You can use any number of marketing plan elements to structure a marketing
plan in the form of a hierarchy. You can assign one or more campaigns to
each marketing plan.
Campaigns:
• Campaigns serve operative marketing planning.
• They describe actions that are carried out, for example mailing actions,
product promotions, and telemarketing.
• Criteria such as target groups, products, documents are defined in the
campaign for these activities.
• Campaigns are used for operative marketing planning and only campaigns
can be executed.
• Marketing plans and /or Campaigns are maintained in the CRM Web User
Interface (Web UI). In the Web UI you can create new marketing elements as
well as display or edit them.
• The corresponding customizing and configuration of the marketing elements
is carried out in the SAP GUI.

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CR600 Lesson: Marketing Plan and Campaigns

Figure 12: Overview of Marketing Plan Hierarchy

Using SAP CRM marketing and campaign planning, marketing departments can
plan their activities in a project plan structure (analogous to work breakdown
structures [WBS] in SAP ERP). The marketing planning structure and the way in
which the related marketing elements are ordered is completely flexible and can
be created according to organizational needs.
Other marketing plans or marketing plan elements can be assigned underneath the
marketing plan. You can use any number of marketing plan elements to structure
a marketing plan.
Campaigns and campaign elements can be structured hierarchically under
marketing plans. This is optional. Campaigns can also be set up independent of
marketing plans.
You can assign target groups, product catalogs, products, documents, and URLs to
marketing plans or campaigns. In the case of target groups, the assignment to a
marketing plan is purely for information purposes (it is not possible to execute the
campaign from the marketing plan (element).
Marketing plans and campaigns (not the elements) serve as logical units for which
you can grant authorization.

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Unit 2: Marketing Plans and Campaign Management CR600

Figure 13: Create Marketing Plan or Campaign

You can create marketing plans and campaigns individually or you can create them
with Reference. Templates are only used to create campaigns.
The references are used during editing as a proposal pool that can include other
operational marketing projects or campaigns in your marketing project.
You always have the Campaign Details Overview or Marketing Plan Details
Overview with the Campaign or Marketing Plan General Data plus the additional
Assignment blocks. As described in the unit before, the assignment blocks can
be set to display or hidden. You can personalize the view of your campaign and
marketing details.

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CR600 Lesson: Marketing Plan and Campaigns

Figure 14: Campaign Template

Campaign Templates reduces the complexity associated with creating campaign.

Campaign template functionality helps marketing department reduce the number
of clicks to create a “complete” campaign. Additionally campaign template
functionality helps marketing to set up “best practice” library of potential
campaigns for a user to choose from.
In the work center area Marketing you can choose different possibilities to work
with Campaign Templates. Navigate in the work center area Marketing and
click on Create → Campaign Template. In the overview page you can enter the
following fields: Description, Type, Usage From, Usage To and Communication
Medium. Choose Save - Campaign Template is saved now.
In the work area tool bar click on Create Campaign. You will get the same
screen as when you choose Create → Campaign from Campaign Template. All
predefined data from the template will be defaulted in the campaign. An error
message appears in case the range of the entered Plan Start Date and Plan End
Date is not within the range specified on the campaign template. Choose Save –
the Campaign from Campaign Template is saved now.
Template visibility rules: There are different preconditions how and/or when
templates are visible:
Templates are visible to all, if
• no usage of dates and no organization information is filled in the Campaign
Template
• usage of dates and if the current date is within the use from use to range
Template visibility can be restricted using the marketing organization

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Unit 2: Marketing Plans and Campaign Management CR600

If a marketing organization is entered in a Campaign Template, employees in or

above this level in the organization structure can see this Campaign Template.
Copy Template : Navigate in the work center area Marketing and click on the
Search → Campaign Templates . Select a campaign template, which you want
to copy, from the result list and click on Copy button. The Overview page of
new Campaign Template shows up in Edit mode. Delete Template : Navigate in
the work center area Marketing and click on the Search → Campaign Template.
Select the campaign template, which you want to delete, from the result list and
click on Delete. If there are campaigns that have been created using this template
the template cannot be deleted and the user receives an error message.

Figure 15: General Data: Type / Objective / Tactic

On General Data , you can assign the relevant type for marketing plan details or/
and campaign details.
The type is the controlling element in marketing. Depending on the type,
appropriate objectives and tactics are defined. It also determines default attributes
like status profile or action profile.

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CR600 Lesson: Marketing Plan and Campaigns

Figure 16: Marketing Types and Dependencies

You can set up a relationship between types, objectives, and tactics.

2015 © SAP SE or an SAP affiliate company. All rights reserved. 29

Unit 2: Marketing Plans and Campaign Management CR600

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CR600 Lesson: Marketing Plan and Campaigns

Exercise 2: Marketing Plan and Campaigns

Exercise Objectives
After completing this exercise, you will be able to:
• Use the Marketing Web Client UI
• Create a marketing plan and campaigns
• Get familiar with the Marketing Planning and Campaign Management
Customizing

Business Example
In CRM Web Client UI Marketing we have only one major work area; Marketing
is the backbone of all marketing scenarios.

Hint: Be aware:
Please always replace the symbol ## with your group number.

Task 1:
Now you want get familiar with the Marketing UI in details. You want to create
build a marketing hierarchy consisting of a marketing plan and campaigns.
Log on to the CRM Web client, choose Business Role Marketing Professional.
Firstly get familiar with marketing plans.
1. Create a marketing plan with ID: C/90##-MPL (## is your group number),
Description MKT Plan Group##.
SAP Navigation Bar: Marketing
Choose Create → Marketing Plan
Type:: Market Penetration
Priority: high
Planned Start date: (today’s date) and Planned End date: (in 6 month)
Save your entries in the end.
2. Is the Employee Responsible filled? If so, with whom?

Hint: Have a look at the Assignment Block Administration Data

field Created By.

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

3. Create a note for your marketing plan with the following text: This is the
marketing plan of Group ##.
Save your entries in the end.

Task 2:
You want to find your marketing plan easily again; therefore you create your own
Saved Search for your Marketing plan
1. In order to create a Saved Search, you have to go back to the navigation
bar and call up Marketing again, like you did in the beginning when you
created the marketing plan. Search for your marketing plan, use as search
criteria Marketing Plan ID is C/90##* .
2. When the result of this search is correct and displays your marketing plan,
please save the search criteria as MPL GR##.
3. In the navigation bar go to Home and call up your marketing plan again with
the help of your saved search Work Center My Saved Searches.

Task 3:
You want to create a marketing plan hierarchy.
1. Create a campaign with ID C/90##-INT-001 and description First Camp.
Group ## and with Type Product Promotion under the marketing plan
C/90##-MPL Marketing Plan Group##.

Hint: In order to create a hierarchy you need to display the details of

your Marketing Plan C/90##-MPL Marketing Plan Group##.

Don’t forget to save your entries in the end.

Task 4:
Call up the just created campaign and have a look at the marketing hierarchy from
the campaign “point of view”. To save time in the future please firstly create
another Saved Search CAMP GR## for your campaign C/90##-INT-001.
1. In order to create another a Saved Search, you have to go back to the
navigation bar and call up the Marketing. To search for your campaign use
as Search Criteria Campaign ID is C/90##*. When the result list of your
search displays your campaign please save the search criteria as CAMP
GR##.
2. Call up the details of the campaign C/90##-INT-001. How can you
immediately see that it belongs to a marketing hierarchy?

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CR600 Lesson: Marketing Plan and Campaigns

3. Choose the edit mode for the campaign details. Now take a look at the
hierarchy of the campaign. To see the whole hierarchy, move up to the
marketing plan. As a result the marketing plan details should be displayed.
4. First Increase the size of the hierarchy so it looks like another Assignment
Block. In addition to this Personalize the hierarchy view and make the field
Description visible.
5. Within the marketing hierarchy please copy the marketing project
C/90##-INT-001 and paste it right under the Marketing Plan C/90##-MPL,
so you have two equal campaigns on the same level. Afterwards change
the details for your newly created campaign; change the campaign ID to
C/90##-INT-002 with the description 2. Camp. Group ##, enter as Planned
Start date: (today’s date) and Planned End date: (in 4 month) Save your
entries in the end.
6. Within the marketing hierarchy please go back to the campaign
C/90##-INT-001. Hide the hierarchy. The details of campaign
C/90##-INT-001 should be visible.

Task 5:
In this section, we will take a closer look at campaign details, how to copy
campaigns, and the related Customizing.
1. Call up the details of the campaign C/90##-INT-001 , edit the campaign and
make the following entries:
Type: Product Promotion (should have been copied)
Objective: Product Launch
Tactic: Special Offer
Planned Start date: (today’s date) and Planned End date: (in 3 month)
Save your entries in the end.

Task 6:
There are many ways to copy a campaign. Copy the campaign C/90##-INT-001
and create two new ones C/90##-INT-003 and C/90##-INT-004 in two different
ways.
1. Firstly copy the campaign with the help of the marketing hierarchy, just
like you did before.

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Unit 2: Marketing Plans and Campaign Management CR600

Within the marketing hierarchy Copy the marketing project C/90##-INT-001

and paste it right under the Marketing Plan C/90##-MPL. So you have three
equal campaigns on the same level now. Change the details for your newly
created campaign; change the campaign ID to C/90##-INT-003 with the
description 3. Camp. Group ##. Save your entries in the end.
The campaign C/90##-INT-003 should have all the entries of campaign
C/90##-INT-001 like Type, Objective etc., including the field Parent.
2. Now copy the campaign with the help of the reference function.
Go to the SAP Navigation Bar: Marketing choose Create → Campaign
from Reference
New ID*: C/90##-INT-004
New Description: 4. Camp. Group ##
Create from Reference*: C/90##-INT-001
Save your entries in the end.
Did all the fields of the template campaign get copied? Show the hierarchy
again. How many levels does the hierarchy have?

Task 7:
So far we have looked at the copying function to create campaigns. Now we take a
look at the template function. You want to create a template for E-mail campaigns
that can be used for the next two month.
1. Create a campaign template for your future campaigns. Create a campaign
template with ID C/90##-TMP-000 and description E-Mail Camp. Gr. ##
and with Type: Customer Development. Select as Objective: Increase
Customer Numbers, Tactic: Campaign Discount and Priority: medium.
Please enter as Template Validity with the following dates:
Planned From date: (today’s date) and Planned To date: (in 2 month)
Use From date: (today’s date) and Use To: date: (in 2 month)
Choose as Channel: Communication Medium: E-Mail.
2. Now take a look at Home again. Automatically you have got an entry in My
Campaign Templates. Click your just create template C/90##-TMP-000 and
create a new campaign directly from your template. For the new campaign
enter as ID C/90##-CTP-001 and as description T1-E-mail Camp. Gr. ##.

Hint: You may have to hit Save twice. If you have received an error
message while saving the first time please choose save again.

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CR600 Lesson: Marketing Plan and Campaigns

Did all the fields of the template campaign get copied?

Enter the campaign dates.
Planned Start date: (today’s date) and Planned End date: (in 1 month)
3. You want to find out how often this template C/90##-TMP-000 has been
used? What to you do?
4. Now create a campaign by using the SAP Navigation Bar: Marketing choose
Create → Campaign from Template. Use your template C/90##-TMP-000
and for the new campaign enter the ID: C/90##-CTP-002 and as description:
T2-E-mail Camp. Gr. ##. Save your entries.

Hint: You may have to hit Save twice. If you have received an error
message while saving the first time please choose save again.

5. Enter the campaign dates, as start day choose (in one week from today's date)
and as end date (in four month). Try to save your entries. What reaction do
you receive from system and why?
In order to resolve the problem choose a valid time frame of 6 weeks.
6. Once again take a look at your campaign template C/90##-TMP-000. How
many times has it been used now? Call up the details for the usage counts.

Task 8:
Now take a look at the Customizing of marketing plans and campaigns.
1. Search for the campaign C/90##-INT-003 and call up the details of the
campaign C/90##-INT-003 in edit mode to make the following entries:
Type: Customer Acquisition
Objective: New Customers
Tactic: Advertising
Priority: high
2. When you have chosen the Type Customer Acquisition, how many
Objectives are there to choose from?
3. Change the Type Customer Acquisition of the campaign C/90##-INT-003
to Type: Product Promotion.
How many Objectives are there to choose from? What happened to the
chosen Tactic Advertising?
Log off from Web Client UI – without saving your changes.

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Unit 2: Marketing Plans and Campaign Management CR600

Only when you log off and on again your customizing changes will have an
effect on the User Interface.
4. Now have a look at the Customizing where the dependency of Type,
Objective and Tactic is defined. Check the dependency for the Type
Customer Acquisition (Type CA) and Type: Product Promotion (Type
PROD).

Hint: Use the SAP GUI and navigate to the Customizing

(Transaction: SPRO)
IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Basic Data →
Define Types/Objectives/Tactics

5. Create a new entry for Type XG##: XG##_Customer of G## with

dependency Objective PRLA: Product Launch and Tactic PRD: Specific
Product. Make the Type relevant for campaigns only. This way you restrict
your marketing project s. Your Type can only be assigned to a campaign.
6. Now test your new configuration by assigning it to an existing campaign in
Web Client UI.
Log on to the Web client UI choose Business Role Marketing Professional.
Search for the campaign C/90##-INT-003 and assign your new Type
XG##: XG##_Customer of G## with dependency Objective PRLA:
Product Launch and Tactic PRD: Specific Product to the campaign
C/90##-INT-003. Do not save your changes simply go back to the search
result list.

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CR600 Lesson: Marketing Plan and Campaigns

Solution 2: Marketing Plan and Campaigns

Task 1:
Now you want get familiar with the Marketing UI in details. You want to create
build a marketing hierarchy consisting of a marketing plan and campaigns.
Log on to the CRM Web client, choose Business Role Marketing Professional.
Firstly get familiar with marketing plans.
1. Create a marketing plan with ID: C/90##-MPL (## is your group number),
Description MKT Plan Group##.
SAP Navigation Bar: Marketing
Choose Create → Marketing Plan
Type:: Market Penetration
Priority: high
Planned Start date: (today’s date) and Planned End date: (in 6 month)
Save your entries in the end.
a) Create a marketing plan with ID: C/90##-MPL (## is your group
number), Description MKT Plan Group##.
SAP Navigation Bar: Marketing
Choose Create → Marketing Plan
Assignment Block: General Data
ID: C/90##-MPL
Description MKT Plan Group##
Type:: Market Penetration
Priority: high
Planned Start date: (today’s date) and Planned End date: (in 6 month)
Choose Save to save your entries in the end.

Continued on next page

2015 © SAP SE or an SAP affiliate company. All rights reserved. 37

Unit 2: Marketing Plans and Campaign Management CR600

2. Is the Employee Responsible filled? If so, with whom?

Hint: Have a look at the Assignment Block Administration Data

field Created By.

a) Is the field Employee Responsible filled? If so, with whom?

The field Employee Responsible is automatically filled with the
Business Partner assigned to the User. It contains the Business Partner
Name of your CRM-## User. You can verify it if you have a look at the
Assignment Block Administration Data
Go to the Assignment Block: Administration Data it by clicking
on it
In the area General Data you find the field Created By Name
(CRM-##). The name is coming from the business partner assigned to
the User CRM-##.
3. Create a note for your marketing plan with the following text: This is the
marketing plan of Group ##.
Save your entries in the end.
a) Create a Note for your marketing plan with the following text: This is
the marketing plan of Group ##.
Go to the Assignment Block: Notes and choose in the Assignment
Block Toolbar New
Choose in Text Type Description and choose a Language <your Logon
Language> like English or German
In the area Text enter in the text: This is the marketing plan of Group
##.
Choose Back.
Choose Save to save your entries in the end.

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CR600 Lesson: Marketing Plan and Campaigns

Task 2:
You want to find your marketing plan easily again; therefore you create your own
Saved Search for your Marketing plan
1. In order to create a Saved Search, you have to go back to the navigation
bar and call up Marketing again, like you did in the beginning when you
created the marketing plan. Search for your marketing plan, use as search
criteria Marketing Plan ID is C/90##* .
a) SAP Navigation Bar: Marketing choose Search → Marketing Plans
Enter the Search criteria
Marketing Plan ID is C/90##* .
Choose Search
You will receive a result list, which should contain your marketing plan.
2. When the result of this search is correct and displays your marketing plan,
please save the search criteria as MPL GR##.
a) To save your search query and its fields make the following entries:
In the field Search as enter the search name MPL GR## and choose
Save afterwards.
3. In the navigation bar go to Home and call up your marketing plan again with
the help of your saved search Work Center My Saved Searches.
a) SAP Navigation Bar: Home choose My Saved Searches
Here you find a list of your entire saved search.
In addition to this the Saved Searches are also available in the Header
Area

Task 3:
You want to create a marketing plan hierarchy.
1. Create a campaign with ID C/90##-INT-001 and description First Camp.
Group ## and with Type Product Promotion under the marketing plan
C/90##-MPL Marketing Plan Group##.

Hint: In order to create a hierarchy you need to display the details of

your Marketing Plan C/90##-MPL Marketing Plan Group##.

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Unit 2: Marketing Plans and Campaign Management CR600

Don’t forget to save your entries in the end.

a) To call up the details of your the Marketing Plan C/90##-MPL
Marketing Plan Group## use your just created Saved Search.
SAP Navigation Bar: Home choose My Saved Searches MPL GR##
Or
Use the Saved Searches in Header Area, choose Saved Searches
MPL GR## and choose Go
In the Result List of your search choose the Hyperlink of Marketing
Plan ID C/90##-MPL to access the Marketing Plan Details
In the Work Area Toolbar choose Show Hierarchy
In the Hierarchy Toolbar choose New
Create: Campaign
New ID* : C/90##-INT-001 (## is your group number)
New Description: First Camp. Group ##
Choose Create
Choose Type* Product Promotion
Choose Save to save your entries in the end.

Continued on next page

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40 All rights reserved. 2015
CR600 Lesson: Marketing Plan and Campaigns

Task 4:
Call up the just created campaign and have a look at the marketing hierarchy from
the campaign “point of view”. To save time in the future please firstly create
another Saved Search CAMP GR## for your campaign C/90##-INT-001.
1. In order to create another a Saved Search, you have to go back to the
navigation bar and call up the Marketing. To search for your campaign use
as Search Criteria Campaign ID is C/90##*. When the result list of your
search displays your campaign please save the search criteria as CAMP
GR##.
a) SAP Navigation Bar: Marketing choose Search → Campaigns
Enter the Search Criteria
Campaign ID is C/90##* (## is your group number)
Choose Search
You will receive a result list, which should contain your campaign.
To save your search query and its fields make the following entries:
In the field Search as enter the search name CAMP GR## and
afterwards choose Save.

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Unit 2: Marketing Plans and Campaign Management CR600

2. Call up the details of the campaign C/90##-INT-001. How can you

immediately see that it belongs to a marketing hierarchy?
a) Answer to question:
The field Parent got filled with the Marketing plan ID C/90##-MPL
and indicates that this campaign belongs to a higher level marketing
project.
Steps to reproduce the answer:
SAP Navigation Bar: Home choose My Saved Searches CAMP GR##
Or use the Saved Searches in Header Area, choose Saved Searches
CAMP GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-001 to access the campaign details
How can you immediately see that it belongs to a marketing hierarchy?
Assignment Block Campaign Details – General Data
Field Parent C/90##-MPL
The field Parent gets automatically filled whenever a marketing
hierarchy was build. The field Parent indicates that this campaign
belongs to a higher level marketing project in this case the marketing
plan C/90##-MPL.
3. Choose the edit mode for the campaign details. Now take a look at the
hierarchy of the campaign. To see the whole hierarchy, move up to the
marketing plan. As a result the marketing plan details should be displayed.
a) In Campaign Details choose Edit
In the Work Area Tool Bar choose Show Hierarchy
In the Hierarchy Tool Bar choose Up
As a result the marketing plan details should be displayed now. You
can verify it if you have a look at the Assignment Block – General
Data. It now shows the marketing plan ID: C/90##-MPL and the
marketing plan details.

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42 All rights reserved. 2015
CR600 Lesson: Marketing Plan and Campaigns

4. First Increase the size of the hierarchy so it looks like another Assignment
Block. In addition to this Personalize the hierarchy view and make the field
Description visible.
a) In the Hierarchy Tool Bar choose Increase Size, now the hierarchy
looks like another Assignment Block.
In the Hierarchy Tool Bar choose Personalize
From the Available Columns mark the field Description and choose
Move To Right to bring it to the Displayed Columns and make it visible.
In the end, choose Save.
After saving the hierarchy view shows the fields ID and Description.
5. Within the marketing hierarchy please copy the marketing project
C/90##-INT-001 and paste it right under the Marketing Plan C/90##-MPL,
so you have two equal campaigns on the same level. Afterwards change
the details for your newly created campaign; change the campaign ID to
C/90##-INT-002 with the description 2. Camp. Group ##, enter as Planned
Start date: (today’s date) and Planned End date: (in 4 month) Save your
entries in the end.
a) In the hierarchy click on your campaign C/90##-INT-001 so it will
be highlighted, now choose in the Hierarchy Tool Bar Copy
Marketing Project. After you have done so your campaign is
highlighted as copy C/90##-INT-001.
Click on the Marketing Plan C/90##-MPL and choose Paste
Marketing Project. So you have two equal campaigns on the same
level.
Afterwards you have to change the details for your newly created
campaign.
Go to the Assignment Block General Data and change the campaign
data to
ID*: C/90##-INT-002
Description: 2. Camp. Group ##
Planned Start date: (today’s date) and Planned End date: (in 4 month)
Choose Save to save your entries in the end.
After saving, the new campaign ID C/90##-INT-002 and description 2.
Camp. Group ## got visible in the Hierarchy.

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Unit 2: Marketing Plans and Campaign Management CR600

6. Within the marketing hierarchy please go back to the campaign

C/90##-INT-001. Hide the hierarchy. The details of campaign
C/90##-INT-001 should be visible.
a) In the hierarchy click on your campaign C/90##-INT-001 so it will be
highlighted and the campaign details of it are visible in the Assignment
Block General Data
Now choose in the Work Area Tool Bar Hide Hierarchy.

Task 5:
In this section, we will take a closer look at campaign details, how to copy
campaigns, and the related Customizing.
1. Call up the details of the campaign C/90##-INT-001 , edit the campaign and
make the following entries:
Type: Product Promotion (should have been copied)
Objective: Product Launch
Tactic: Special Offer
Planned Start date: (today’s date) and Planned End date: (in 3 month)
Save your entries in the end.
a) Call up the details of the campaign C/90##-INT-001, edit the campaign
In Campaign Details choose Edit and make the following entries:
Type: Product Promotion (should have been copied)
Objective: Product Launch
Tactic: Special Offer
Priority: high
Planned Start date: (today’s date) and Planned End date: (in 3 month)
Choose Save.

Task 6:
There are many ways to copy a campaign. Copy the campaign C/90##-INT-001
and create two new ones C/90##-INT-003 and C/90##-INT-004 in two different
ways.
1. Firstly copy the campaign with the help of the marketing hierarchy, just
like you did before.

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CR600 Lesson: Marketing Plan and Campaigns

Within the marketing hierarchy Copy the marketing project C/90##-INT-001

and paste it right under the Marketing Plan C/90##-MPL. So you have three
equal campaigns on the same level now. Change the details for your newly
created campaign; change the campaign ID to C/90##-INT-003 with the
description 3. Camp. Group ##. Save your entries in the end.
The campaign C/90##-INT-003 should have all the entries of campaign
C/90##-INT-001 like Type, Objective etc., including the field Parent.
a) In the Work Area Tool Bar choose Show Hierarchy
Select your campaign C/90##-INT-001 and choose Copy Marketing
Project so it is highlighted as C/90## INT-001 and paste it under the
marketing plan. Click the Marketing Plan C/90##-MPL and choose
Paste Marketing Project. Afterwards change the details for your
newly created campaign.
Go to the Assignment Block General Data and change the campaign
data to
ID*: C/90##-INT-003
Description: 3. Camp. Group ##
Choose Save to save your entries in the end.
After saving the new campaign ID C/90##-INT-003 and description 3.
Camp. Group ## got visible in the Hierarchy.
Whenever you use this way of copying your new campaign has got the
entire entries of the template campaign like Type, Objective including
the field Parent.
Close the hierarchy again, choose in the Work Area Tool Bar Hide
Hierarchy or click in the Hierarchy view.
2. Now copy the campaign with the help of the reference function.
Go to the SAP Navigation Bar: Marketing choose Create → Campaign
from Reference
New ID*: C/90##-INT-004
New Description: 4. Camp. Group ##
Create from Reference*: C/90##-INT-001
Save your entries in the end.

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Unit 2: Marketing Plans and Campaign Management CR600

Did all the fields of the template campaign get copied? Show the hierarchy
again. How many levels does the hierarchy have?
a) Now copy the campaign with the help of the reference function.
Go to the SAP Navigation Bar: Marketing choose Create → Campaign
from Reference
New ID: C/90##-INT-004
New Description: 4. Camp. Group ##
Create from Reference*: C/90##-INT-001
Choose Create
Choose Save to save your entries in the end.
Did all the fields of the reference campaign get copied?
No, the field Parent is not filled; it does not get copied automatically.
Show the hierarchy again. How many levels does the hierarchy have?
In the Work Area Tool Bar choose Show Hierarchy
The Hierarchy consists of only one level so you cannot move up or
down to any other marketing project.

Task 7:
So far we have looked at the copying function to create campaigns. Now we take a
look at the template function. You want to create a template for E-mail campaigns
that can be used for the next two month.
1. Create a campaign template for your future campaigns. Create a campaign
template with ID C/90##-TMP-000 and description E-Mail Camp. Gr. ##
and with Type: Customer Development. Select as Objective: Increase
Customer Numbers, Tactic: Campaign Discount and Priority: medium.
Please enter as Template Validity with the following dates:
Planned From date: (today’s date) and Planned To date: (in 2 month)
Use From date: (today’s date) and Use To: date: (in 2 month)

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CR600 Lesson: Marketing Plan and Campaigns

Choose as Channel: Communication Medium: E-Mail.

a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign
Template
New ID: C/90##-TMP-000
New Description: E-Mail Camp. Gr. ##
Select the following entries:
Type: Customer Development
Objective: Increase Customer Numbers
Tactic: Campaign Discount
Priority: medium
Template Validity:
Planned From date: (today’s date) and Planned To date: (in 2 month)
Use From date: (today’s date) and Use To: date: (in 2 month)
Channel: .
Communication Medium: E-Mail
Choose Save to save your entries in the end.
2. Now take a look at Home again. Automatically you have got an entry in My
Campaign Templates. Click your just create template C/90##-TMP-000 and
create a new campaign directly from your template. For the new campaign
enter as ID C/90##-CTP-001 and as description T1-E-mail Camp. Gr. ##.

Hint: You may have to hit Save twice. If you have received an error
message while saving the first time please choose save again.

Did all the fields of the template campaign get copied?

Enter the campaign dates.

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Unit 2: Marketing Plans and Campaign Management CR600

Planned Start date: (today’s date) and Planned End date: (in 1 month)
a) SAP Navigation Bar: Home choose My Campaign Templates.
b) Click on your entry C/90##-TMP-000
c) in the Work Area Tool Bar choose Create Campaign
and enter the campaign ID C/90##-CTP-001 and description
T1-E-mail Camp. Gr. ##
Choose Save to save your entries in the end.
Did all the fields of the template campaign get copied?
No, the field Dates is not filled; it does not get copied automatically.
Enter the campaign dates:
Planned Start date: (today’s date) and Planned End date: (in 1 month)
Choose Save again.
3. You want to find out how often this template C/90##-TMP-000 has been
used? What to you do?
a) Search for your campaign template Search → Campaign Templates
and with ID C/90##-TMP-000 and call it up again. Take a look at the
campaign template details field: Usage Account. It shows 1.
4. Now create a campaign by using the SAP Navigation Bar: Marketing choose
Create → Campaign from Template. Use your template C/90##-TMP-000
and for the new campaign enter the ID: C/90##-CTP-002 and as description:
T2-E-mail Camp. Gr. ##. Save your entries.

Hint: You may have to hit Save twice. If you have received an error
message while saving the first time please choose save again.

a) SAP Navigation Bar: Marketing choose Create → Campaign from

Template
New ID: C/90##-CTP-002
New Description: T2-E-mail Camp. Gr. ##
Create form Template: C/90##-TMP-000
Choose Save to save your entries in the end.
5. Enter the campaign dates, as start day choose (in one week from today's date)
and as end date (in four month). Try to save your entries. What reaction do
you receive from system and why?

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CR600 Lesson: Marketing Plan and Campaigns

In order to resolve the problem choose a valid time frame of 6 weeks.

a) In Campaign Details of campaign C/90##-TMP-002 choose Edit
and enter the campaign dates:
Planned Start date: (today’s date plus one week) and Planned End
date: (in 4 month)
choose Save
What reaction do you receive from system and why?
You receive an error message like: Plan date range restriction of
template C/90##-TMP-000 violated.
You receive this error message because dates (Plan from and Plan To)
in the campaign template and usage dates of the template are only valid
for the next two month.
To resolve the problem, you must choose a planned start and end date
within the validity period. For example enter as Planned Start date:
(today’s date plus one week) and Planned End date: (in 6 weeks). In
the end, choose Save again.

Hint: You may have to hit Save twice. If you have received
an error message while saving the first time please choose save
again.

6. Once again take a look at your campaign template C/90##-TMP-000. How

many times has it been used now? Call up the details for the usage counts.
a) Search for your template C/90##-TMP-000 or choose in the SAP
Navigation Bar: Home choose My Campaign Templates
Take a look at the campaign template details field: Usage Account. It
shows 2. Click on Details. All campaigns that has been created with
the help of this template are listed.

Task 8:
Now take a look at the Customizing of marketing plans and campaigns.
1. Search for the campaign C/90##-INT-003 and call up the details of the
campaign C/90##-INT-003 in edit mode to make the following entries:
Type: Customer Acquisition
Objective: New Customers
Tactic: Advertising

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Unit 2: Marketing Plans and Campaign Management CR600

Priority: high
a) Search for the campaign C/90##-INT-003 and call up the details of the
campaign C/90##-INT-003 in edit mode to make the following entries:
Use the Saved Searches in Header Area, choose Saved Searches
CAMP GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-003 to access the campaign details.
If the hierarchy is still visible please hide it, to do so choose in the Work
Area Tool Bar Hide Hierarchy.
In Campaign Details choose Edit and make the following entries:
Type: Customer Acquisition
Objective: New Customers
Tactic: Advertising
2. When you have chosen the Type Customer Acquisition, how many
Objectives are there to choose from?
a) There are 4 Objectives to choose from:
Increase Customer Numbers / Product Launch / New Customers /
Target new customers
3. Change the Type Customer Acquisition of the campaign C/90##-INT-003
to Type: Product Promotion.
How many Objectives are there to choose from? What happened to the
chosen Tactic Advertising?
Log off from Web Client UI – without saving your changes.

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CR600 Lesson: Marketing Plan and Campaigns

Only when you log off and on again your customizing changes will have an
effect on the User Interface.
a) Change the Type Customer Acquisition of the campaign
C/90##-INT-003 to Type: Product Promotion.
How many Objectives are there to choose from? What happened to the
chosen Tactic Specific Product?
Log off from Web Client UI – without saving your changes.
In Campaign Details choose
Type: Customer Acquisition
Objective: Product Launch
There is only one Objective left and the Tactic: Advertising got deleted
by the system.
You only have the Tactic Special Offer to choose from.
In the System Links choose Log Off
Confirm the Pop Up: Unsaved data will be lost. Do you want to log
off? with OK choose OK to log off from the Web Client UI

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Unit 2: Marketing Plans and Campaign Management CR600

4. Now have a look at the Customizing where the dependency of Type,

Objective and Tactic is defined. Check the dependency for the Type
Customer Acquisition (Type CA) and Type: Product Promotion (Type
PROD).

Hint: Use the SAP GUI and navigate to the Customizing

(Transaction: SPRO)
IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Basic Data →
Define Types/Objectives/Tactics

a) SAP GUI Menu: Architecture and Technology → Configuration →

Customizing
Or shorter use the transaction code SPRO
Click SAP Reference IMG
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
• In the list of Types click on Type: CA Customer Acquisition so
it gets highlighted
• on your left double-click on Objectives
Now on your right you have the list of Objectives that are available,
they are the 4 you have seen before in Exercise “CNO – Customer
Numbers / PRLA- Product Launch / S03 - New Customers / SP4 -
Target new customers”.
• in the list of Objectives click on Objective S03 - New Customers
so it gets highlighted
• on your left double-click on Tactics
Now on your right you have the list of Tactics that are possible with
this combination
Go back to Types on the first level, simply double-click Types
Use the same procedure for the Type: PROD Product Promotion.
You will find that the list of Objectives consists of only one entry, the
one you have seen before in Exercise “PRLA - Product Launch”.

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CR600 Lesson: Marketing Plan and Campaigns

5. Create a new entry for Type XG##: XG##_Customer of G## with

dependency Objective PRLA: Product Launch and Tactic PRD: Specific
Product. Make the Type relevant for campaigns only. This way you restrict
your marketing project s. Your Type can only be assigned to a campaign.
a) If you have left the transaction, call it up again, Customizing
(transaction SPRO).
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
Go to the first level Types simply double-click Types
In the Customizing toolbar choose New Entries and make the
following new entry:
Type: XG## with description XG##_Customer of G## (## is your
group number)
Select Category: Campaign
⇒ this way you make the Type relevant for campaigns only. This Type
can only be assigned to a campaign and not to a marketing plan.
• on your left double click on Objectives
Again choose in the customizing toolbar New Entries and make
the following new entry or use the F4-Help and select it
Objective PRLA description Product Launch and choose enter
• on your left double click on Tactics
Again choose in the customizing toolbar New Entries and make
the following new entry or use the F4-Help and select
Tactic PRD description Specific Product and choose enter
Choose Save to save your entries in the end.
6. Now test your new configuration by assigning it to an existing campaign in
Web Client UI.
Log on to the Web client UI choose Business Role Marketing Professional.

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Unit 2: Marketing Plans and Campaign Management CR600

Search for the campaign C/90##-INT-003 and assign your new Type
XG##: XG##_Customer of G## with dependency Objective PRLA:
Product Launch and Tactic PRD: Specific Product to the campaign
C/90##-INT-003. Do not save your changes simply go back to the search
result list.
a) Log on to the CRM Web client, choose Business Role Marketing
Professional.
Use the Saved Searches in Header Area, choose Saved Searches
CAMP GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-003 to access the campaign details.
In Campaign Details choose Edit and make the following change
or entries but do not save them:
Type: XG##_Customer of G##
Objective: Product Launch
Tactic: Specific Product
Do not save your changes afterwards. Simply choose Back to go back
to the Result list again.

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CR600 Lesson: Marketing Plan and Campaigns

Lesson Summary
You should now be able to:
• Describe the various functions in CRM marketing planning and campaign
management
• Customize marketing planning and campaign management.

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Unit 2: Marketing Plans and Campaign Management CR600

Lesson: Campaign Management

Lesson Overview

Lesson Objectives
After completing this lesson, you will be able to:
• User Status Management
• Marketing Organization of the Organization Model
• Campaign To-Dos

Business Example

Figure 17: General Data: Status and Status Management

On General Data in Marketing Plan Details or Campaign Details, you can change
the system status from the default status Created to any other status, for example,
Approved.
In Customizing you can define you own user status profile and assign it to a
certain type (campaign type). Now in the Web Client UI your new status profile
will be shown.

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CR600 Lesson: Campaign Management

Figure 18: Status Management

Use
The current status of a marketing element (or the combination of all statuses)
determines which business transactions can be executed for a marketing element.
The current processing status of a marketing element is defined by status
management. Statuses can be set by the system or by a user.
Integration
A marketing element is not a static object. It has its own life cycle that begins
with its creation and ends with its closure or cancellation. During this time, the
marketing element is changed by different business transactions. Each marketing
element goes through several system statuses.
The status Object moving locked is set automatically if the marketing object has
been transferred to SAP R/3.
Features
A change to a system status is carried out by a business transaction and is triggered
by a function (for example, Release) on the Status tab page.
Activities
You can define user statuses if you want to control when particular business
transactions are to be allowed. User statuses are additions to the existing system
statuses.

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Unit 2: Marketing Plans and Campaign Management CR600

Figure 19: User Status: Creating a Status Profile

Customizing
IMG → CRM → Marketing → Marketing Planning and Campaign Management
→ General Settings → Define Status Profile for User Status.
• Create status profile
• Create user status settings per profile
• What do the table fields mean?
Status number:
Define the status hierarchy.
Lowest status number:
Define the lowest status possible for moving down the status from the current
one within the status hierarchy.
Highest status number:
Define the highest status possible for moving the status up within the status
hierarchy.
Authorization code:
Define the employees or group of employees allowed to change this status.
Follow-up transaction:
Define the follow-up activity that must occur once the status has been changed to
the current status.

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CR600 Lesson: Campaign Management

Figure 20: User Status: Defining the Transaction Control

Customizing
IMG : CRM → Marketing → Marketing Planning and Campaign Management →
General Settings → Define Status Profile for User Status.
• Create status profile
• Create user status settings per profile.
You can define which business transaction can be controlled by the user status for
each status. For example, when setting this status you do not want the user to
delete an element.

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Unit 2: Marketing Plans and Campaign Management CR600

Figure 21: General Data: Authorization Group

On General Data, you can define an authorization group for each campaign or
marketing plan. The relevant authorization objects determine the effect of the
authorization group.
Transaction SPRO: IMG:CRM → Marketing → Marketing Planning and
Campaign Management → General Settings → Define Authorization Group.
The effect of the Authorization Group is determined by the Authorization Object
in combination with the User Role / User Maintenance.

Figure 22: Authorization Objects

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CR600 Lesson: Campaign Management

In transaction SU21, you will find a list of all object classes and objects available
in the system.
Transaction SU01: System User Maintenance: Here you can assign predefined
roles to users. Roles are bundles of transactions and related authorizations.
Transaction PFCG: The Profile Generator allows you to create or modify roles and
generate authorization profiles for each role. Here you can define, for example,
that a user who is assigned to the campaign manager role only has display rights
for marketing plans.
Details for System User Maintenance see course ADM940.

Figure 23: Marketing Organization

In marketing plan details and campaign details on General Data you have the
information of the marketing organization
It offers:
• Authorization checks, e.g. if the user is authorized to change a special
campaign
• Defaulting, e.g. the marketing organization can be defaulted based on the
responsible person; the currency of the campaign can be defaulted from
the marketing organization
• Partner determination, e.g. to determine the relevant marketing manager
from the assigned marketing organization and assign them to the campaign
• Workflow routing, e.g. manager of a special marketing area can be informed
via workflow about new campaigns in his area
• Cost planning, e.g. spread the costs of a campaign to several marketing
organizational units
• Reporting, e.g. check the success of a selected marketing area.

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Unit 2: Marketing Plans and Campaign Management CR600

The marketing organization has the following attributes:

• The marketing organization itself (IS_MKT_ORG)
• Product category
• Country
• Reference category.
You use these attributes to define the marketing organization. For example, if
you base your organization units on brands, you can use the product category
for the brand.

Figure 24: Campaign To-Do's

Campaigns are typically worked on by multiple parties within or outside of an

organization. The Marketing To-Do List deals with managing To-Do’s associated
to campaigns, providing the capability to create and assign To-Do to parties
involved and others and track and report on the status / progress of said To-Do’s.
To generate To-Do’s you have to change the Status to the next level e.g. Approved.
Now you can see the To-Do’s which are generated automatically. The mandatory
To-Do’s are visible in the assignment block. Owner or responsible person for
the activity can be dependent on partner functions of the Parties Involved of the
campaign. E.g. a campaign may have a campaign manager, a marketing manager,
and an advertising agency as parties involved. It shall be possible to generate
To-Do’s for each of the Parties Involved. Definition of which party receives
which to-do’s and which partner function is filled with which party is defined in
customizing.

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CR600 Lesson: Campaign Management

Figure 25: Campaign To-Do's Customizing

The customizing of the campaign To-Do‘s depend on the campaign type. The
campaign type needs to be set up for campaigns in customizing. Which To-Do‘s
are available are dependent on the type of the campaign. When you create a
campaign in Web Client UI and you select a campaign type the assigned To-Do‘s
will be shown. If you don‘t customize To-Do‘s for a campaign type, no To-Do‘s
for the given campaign type will be shown.
Setting up To-Dos in Customizing:
Prerequisite:
You have defined a category for your campaign to-do in Customizing for
Customer Relationship Management, by choosing: Transactions → Basic Settings
→ Settings for Activities → Maintain Categories, Goals, and Priorities →
Maintain Categories. You have to assign this category to a transaction type in
Customizing for Customer Relationship Management, by choosing:Transactions
→ Basic Settings → Settings for Activities → Maintain Categories, Goals, and
Priorities → Assign Categories to Transaction Types. To define campaign to-dos,
you have maintained the campaign to-do processing types and categories in table
CRMC_ACT_CAT_ASS.
Activities: Map the campaign to-dos to a campaign type in Customizing for
Customer Relationship Management, by choosing: Marketing Planning and
Campaign Management → Basic Data → Define Types/Objectives/Tactics. You
can set the importance of the campaign to-do and define the status of the campaign

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Unit 2: Marketing Plans and Campaign Management CR600

to-do. If mandatory, you must also specify the generation status, that is, when the
campaign to-do is to be generated. You can define the target status, that is, the
status achieved when the campaign to-do is completed.

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CR600 Lesson: Campaign Management

Exercise 3: Campaign Management

Exercise Objectives
After completing this exercise, you will be able to:
• Create and control your campaign with a user status profile
• Control campaigns by Campaign To-Dos

Business Example
In addition to the system status, you want to use user status functionality user
status to extend the control over your marketing elements.
User status management provides you with another method of controlling of
business processes. While system statuses are set by the system, you can set and
delete user statuses manually while processing marketing elements. To be able
to use user statuses, you must define a status profile and assign it to a status
object in Customizing.

Task 1:
You want to get familiar with the Status – System Status and User Status
1. Log on to the Web Client UI and call up the details of campaign
C/90##-INT-003 in the Edit mode.
Have a look at the System Status. How many Statuses are available
considering the current and the possible new available statuses? Which ones
are available?
Try to Release the campaign? Is it possible? Explain why you can or cannot.
Afterwards please Log off from Web Client UI again.

Note: In the next step you are going to do customizing. Only when
you log off and on again will your Customizing changes have an
effect on the User Interface.

Task 2:

1. Now you want to create a new user status profile in Customizing. The user
status profile should have 3 statuses:
1. The 1st status “Start” should not allow the user to change the structure,
approve, release, lock, delete, or set the campaign to obsolete.

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

2. The 2nd status “Ask for Approval” should not allow the user to approve
or release the campaign.
3. The 3rd status is “Checked and O.K.” and it should now allow to release
the campaign.
Create a status profile with the following data:
Status profile = Z##MKT
Text = ## Marketing Status Profile
Maintenance Language = EN (or DE, depending on your logon language)
2. Select the status profile Z##MKT and choose Details. Here you want to
define the user statuses. Create the following statuses:

Sta- Sta- Short Long Ini- Low- High- Au- Trans-

tus tus Text Text tial est est tho- ac-
Num- Sta- riza- tion
ber tus tion
Key
1 App1 Start X 1 2
2 App2 Ask for 2 3
Approval
3 App3 Checked 3 3
and O. K.

3. Now you want to define the influence of your newly created statuses on a
marketing project. Select the object type Campaign for the status profile and
set-up the following:

1. App1:
Set the flowing to forbidden: Approve, Change structure, Delete Element,
Lock, Release, and Set Obsolete
2. App2:
Set the flowing to forbidden: Approve, Delete Element, Release, and Set
Obsolete
3. App3:
Set the following to allowed Approve and Release

In the end don’t forget to Save your entries

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CR600 Lesson: Campaign Management

Task 3:

1. In order to test your work you need to assign your user status profile
Z##MKT to a campaign type.
Assign your user status profile Z##MKT to your Type XG##:
XG##_Customer of G##

Task 4:
Test your customizing changes in the Web client UI. Log on to the Web client UI
choose Business Role Marketing Professional
1. Search for the campaign C/90##-INT-004 and assign your new Type XG##:
XG##_Customer of G## to it and save your changes.
2. Now try to delete the campaign C/90##-INT-004.
Is it possible? What is the system message?
3. Now go into the campaign details again with the edit mode and change the
status of the campaign.
Have a look at the Status. How many Statuses are there and which ones
are available?
Can you release the campaign right a way?

Task 5:
You want to control campaigns with the campaign To-Do Function.
1. Create a new campaign with ID: C/90##-TDO-001 and Description: To-do
Camp. Gr ##, make the following entries:
Type: YG50- CR600 Demo To-Dos and
Planned Start date: (today’s date) and Planned End date: (in 3 month)
Save your entries in the end.
2. Take a look a the Assignment block Campaign To-Dos. You have got a task
to do. Do you have to do it?
Try to release the campaign and change the status of the campaign to
Released. What is the system reaction when you do so?
Are there any more task suggested to do? If so, activate it and save your
campaign.
In the end save your campaign and log off from Web Clien Ui.

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Unit 2: Marketing Plans and Campaign Management CR600

3. You want to find out about the configuration of the Campaign To-Dos. Take
a look at the Customizing.

Hint: Use the SAP GUI and navigate to the Customizing

(Transaction: SPRO)
IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Basic Data →
Define Types/Objectives/Tactics.

Take a look at the To-Dos of campaign Type: YG50 YG50- CR600 Demo
To-Dos
How many campaign To-Dos are set up for the Campaign Type: YG50?
Why is one task visible right a way and the other one only suggested?
Why starts the suggested To Do: Z010 To Do Call one day after the Planned
Start Day of the campaign?
What transaction type is used for the mandatory To Do: Z020?
4. Set up your Campaign Type: XG## so you receive a To-Do Z020 To Do
Task. Your To-Do should be visible immediately and is of low importance. It
should depend on your User Status Profile, the generation starts when the user
status: Start is set and it should lead to the target status: Ask for Approval.

Hint: Please refresh your customizing view by choosing transaction

code /nSPRO

5. Log on to the Web client Ui and test your configuration.

Create a new campaign with ID: C/90##-TDO-002 and Description: My
To-Do Camp. Gr.##, make the following entries:
Type: XG##_Customer of G## and
Planned Start date: (today’s date) and Planned End date: (in 2 month)
Save your entries in the end.
Try to change the status to Ask for Approval. What do you need to do in
order to be able to change the status to Ask for Approval?

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CR600 Lesson: Campaign Management

Solution 3: Campaign Management

Task 1:
You want to get familiar with the Status – System Status and User Status
1. Log on to the Web Client UI and call up the details of campaign
C/90##-INT-003 in the Edit mode.
Have a look at the System Status. How many Statuses are available
considering the current and the possible new available statuses? Which ones
are available?
Try to Release the campaign? Is it possible? Explain why you can or cannot.
Afterwards please Log off from Web Client UI again.

Note: In the next step you are going to do customizing. Only when
you log off and on again will your Customizing changes have an
effect on the User Interface.

a) Log on to the CRM Web client, choose Business Role Marketing

Professional
Use the Saved Searches in Header Area, choose Saved Searches CAMP
GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-003 to call up the campaign details
In Campaign Details choose Edit
Have a look at the System Status. How many Status are there
considering the current and the possible new status and which ones?
Assignment Block Campaign Details Status
Current Status: Created
Dropdown list of New Status: Approved, Locked, Obsolete, Released
So all together there are 4 statuses from which to choose.
Try to Release the campaign? Is it possible? Why?
Assignment Block Campaign Details Status
Choose New Status: Released .
Is it possible? Why? No, it is not possible to release the campaign. You
receive the following error message:
“Error releasing C/90##-INT-003, Higher-level marketing project
C/90##-MPL is not released”
Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

Why?
In order to release a campaign that belongs to a marketing hierarchy, the
higher level marketing project needs to be released first. The campaign
C/90##-INT-003 has the marketing plan C/90##-MPL as a parent and
the marketing plan C/90##-MPL is not yet released.
You do not need to save anything because you did not make any
changes.
In the System Links choose Log Off
Confirm the Pop Up: Unsaved data will be lost. Do you want to log
off? with OK, choose O.K. to log off from the Web Client UI

Note: In the next step you are going to do customizing. Only

when you log off and on again will your Customizing changes
have an effect on the User Interface.

Task 2:

1. Now you want to create a new user status profile in Customizing. The user
status profile should have 3 statuses:
1. The 1st status “Start” should not allow the user to change the structure,
approve, release, lock, delete, or set the campaign to obsolete.
2. The 2nd status “Ask for Approval” should not allow the user to approve
or release the campaign.
3. The 3rd status is “Checked and O.K.” and it should now allow to release
the campaign.
Create a status profile with the following data:
Status profile = Z##MKT
Text = ## Marketing Status Profile
Maintenance Language = EN (or DE, depending on your logon language)
a) Transaction (SPRO) = Customizing
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → General Settings → Define
Status Profile for User Status
Choose New Entry.
Status profile = Z##MKT,
Text = ## Marketing Status Profile,
Continued on next page

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CR600 Lesson: Campaign Management

Maintenance Language = EN (or DE, depending on logon language)

Choose Continue
2. Select the status profile Z##MKT and choose Details. Here you want to
define the user statuses. Create the following statuses:

Sta- Sta- Short Long Ini- Low- High- Au- Trans-

tus tus Text Text tial est est tho- ac-
Num- Sta- riza- tion
ber tus tion
Key
1 App1 Start X 1 2
2 App2 Ask for 2 3
Approval
3 App3 Checked 3 3
and O. K.

a)
3. Now you want to define the influence of your newly created statuses on a
marketing project. Select the object type Campaign for the status profile and
set-up the following:

1. App1:
Set the flowing to forbidden: Approve, Change structure, Delete Element,
Lock, Release, and Set Obsolete
2. App2:
Set the flowing to forbidden: Approve, Delete Element, Release, and Set
Obsolete
3. App3:
Set the following to allowed Approve and Release

In the end don’t forget to Save your entries

a) Select the Button Object Types and choose Campaign, then choose
User Status.
Mark the App1 and click Details, afterwards choose New Entries
and set Radio buttons according to the requirement: set Forbidd. for
Approve, Change structure, Delete Element, Lock, Release and Set
Obsolete choose Back to come back to the User Status.

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

Mark the App2 and click Details, afterwards choose New Entries
and set Radio buttons according to the requirement: set Forbidd. for
Approve, Delete Element, Lock, Release and Set Obsolete choose
Back to come back to the User Status.
Mark the App3 and click Details, afterwards choose New Entries
and set Radio buttons according to the requirement: set Allowed for
Approve and Release choose Back to come back to the User Status.
In the end, choose Save

Task 3:

1. In order to test your work you need to assign your user status profile
Z##MKT to a campaign type.
Assign your user status profile Z##MKT to your Type XG##:
XG##_Customer of G##
a) Customizing
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
Select your Type XG## XG##_Customer of G##, mark it and click
Details.
Assign the Status Profile: Z##MKT (select it with the F4 Help or
make the entry)
Choose Save

Continued on next page

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CR600 Lesson: Campaign Management

Task 4:
Test your customizing changes in the Web client UI. Log on to the Web client UI
choose Business Role Marketing Professional
1. Search for the campaign C/90##-INT-004 and assign your new Type XG##:
XG##_Customer of G## to it and save your changes.
a) Log on to the CRM Web client, choose Business Role: Marketing
Professional
Use the Saved Searches in Header Area, choose Saved Searches CAMP
GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-004 to access the campaign details
In Campaign Details choose Edit
Choose Type: XG##_Customer of G##
Choose Save to save your entries
2. Now try to delete the campaign C/90##-INT-004.
Is it possible? What is the system message?
a) In Work area Tool Bar choose Delete
You receive the error message: The current status does not permit you
to delete Campaign C/9##-INT-004.
3. Now go into the campaign details again with the edit mode and change the
status of the campaign.
Have a look at the Status. How many Statuses are there and which ones
are available?
Can you release the campaign right a way?
a) In Campaign Details choose Edit
Assignment Block Campaign Details Status
Current Status: Created, Start
Drop down list of New Status: Ask for Approval
Can you release the campaign right a way?
No, you cannot release the campaign right a way.
You have to go through the steps defined in of the user status profile.
Do so until you have set the status released for your campaign. In the
end choose Save

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

Task 5:
You want to control campaigns with the campaign To-Do Function.
1. Create a new campaign with ID: C/90##-TDO-001 and Description: To-do
Camp. Gr ##, make the following entries:
Type: YG50- CR600 Demo To-Dos and
Planned Start date: (today’s date) and Planned End date: (in 3 month)
Save your entries in the end.
a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign
ID*: C/90##-TDO-001
Description: To-do Camp. Gr ##make the following entries:
Type: YG50- CR600 Demo To-Dos
Planned Start date: (today’s date)
Planned End date: (in 3 month)
Choose Save to save your entries in the end.
2. Take a look a the Assignment block Campaign To-Dos. You have got a task
to do. Do you have to do it?
Try to release the campaign and change the status of the campaign to
Released. What is the system reaction when you do so?
Are there any more task suggested to do? If so, activate it and save your
campaign.

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CR600 Lesson: Campaign Management

In the end save your campaign and log off from Web Clien Ui.
a) The task is configured as mandatory. Yes, you have to do it.
b) In Campaign Details choose Edit
Assignment Block Campaign Details Status
Current Status: Created
Choose New Status: Released.
c) What is the system reaction do you receive?
You receive an error message: the mandatory to-do To Do Task has to
be completed for the Released campaign status.
d) Are there any more tasks suggested to do? If so, activate it and save
your campaign.
Take a look a the Assignment block Campaign To-Dos again and
choose Suggested Tasks.
A dialog box shows the suggested task. Select it and choose Activate.
Now you have two To do's for your campaign.
Choose Save and choose Log off .
3. You want to find out about the configuration of the Campaign To-Dos. Take
a look at the Customizing.

Hint: Use the SAP GUI and navigate to the Customizing

(Transaction: SPRO)
IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Basic Data →
Define Types/Objectives/Tactics.

Take a look at the To-Dos of campaign Type: YG50 YG50- CR600 Demo
To-Dos
How many campaign To-Dos are set up for the Campaign Type: YG50?
Why is one task visible right a way and the other one only suggested?
Why starts the suggested To Do: Z010 To Do Call one day after the Planned
Start Day of the campaign?

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

What transaction type is used for the mandatory To Do: Z020?

a) SAP GUI Menu: Architecture and Technology → Configuration →
Customizing
Or shorter use the transaction code SPRO
Click SAP Reference IMG
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
• In the list of Types click on Type: YG50 YG50- CR600 Demo
To-Dos so it gets highlighted
• on your left double-click on To-Dos
There are two To-Dos set up for the campaign type YG50 in the training
system, Z010: To Do Call and Z020: To Do Task
b) Why is one task visible right a way and the other one only suggested?
The flag Mandatory is responsible for the visibility of a To-Do. The
To-Do Z020: To Do Task is checked as Mandatory so this makes the
task visible right a way. If the flag Mandatory is not set like for Z010:
To Do Call the To Do will show as suggested.
c) Why starts the suggested To-Do: one day after the Planned Start Day of
the campaign?
For the To-Do Z010 To Do Call the To-Do dates are set up.
Mark the entry Z010 and on your left double-click on To-Do Dates.
Here you find the settings for the condition to start 1 day after the
planned start date.
d) What transaction type is used for the mandatory task To Do: Z020?
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Campaign To Dos → Define
Campaign To Dos
To Do: Z020 To Do Task uses the transaction type: 1003 Task.

Continued on next page

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CR600 Lesson: Campaign Management

4. Set up your Campaign Type: XG## so you receive a To-Do Z020 To Do

Task. Your To-Do should be visible immediately and is of low importance. It
should depend on your User Status Profile, the generation starts when the user
status: Start is set and it should lead to the target status: Ask for Approval.

Hint: Please refresh your customizing view by choosing transaction

code /nSPRO

a)

Hint: Please refresh your customizing view by calling up IMG

again or choose transaction code /nSPRO

In Customizing choose
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
• In the list of Types click Type: XG## XG##_Customer of G## so
it gets highlighted
• on your left double-click on To-Dos
Choose: New Entries
Select with the F-4 Help the entry: Z020
Choose in the field Importance: Low and check the field Mandatory
choose enter. (Only after choosing enter-key the next fields open up.)
Now the fields Generation Status and Target Status can be selected.
Choose as Generation Status: Start and as Target Status: Ask for
Approval. Do not forget to save your entries.
5. Log on to the Web client Ui and test your configuration.
Create a new campaign with ID: C/90##-TDO-002 and Description: My
To-Do Camp. Gr.##, make the following entries:
Type: XG##_Customer of G## and
Planned Start date: (today’s date) and Planned End date: (in 2 month)
Save your entries in the end.

Continued on next page

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Unit 2: Marketing Plans and Campaign Management CR600

Try to change the status to Ask for Approval. What do you need to do in
order to be able to change the status to Ask for Approval?
a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign
ID*: C/90##-TDO-002
Description: My To-Do Camp. Gr. ## make the following entries:
Type: XG##_Customer of G##
Planned Start date: (today’s date)
Planned End date: (in 2 month)
Choose Save to save your entries in the end.
Take a look a the Assignment block Campaign To-Dos. You should
have a To-Do.
b) Try to change the status to Ask for Approval. What do you need to do
in order to be able to change the status to Ask for Approval?
In Campaign Details choose Edit
Assignment Block Campaign Details Status
Current Status: Start
Choose New Status: Ask for Approval. Your receive an error message.
In order to be able to change the status of your campaign the To-Do
needs to be closed and have the status: Complete .
In the assignment block To- Do in the field Actions choose Close in
order to complete your To-Do task.
Choose Save to save your entries in the end.

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CR600 Lesson: Campaign Management

Lesson Summary
You should now be able to:
• User Status Management
• Marketing Organization of the Organization Model
• Campaign To-Dos

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Unit Summary CR600

Unit Summary
You should now be able to:
• Describe the various functions in CRM marketing planning and campaign
management
• Customize marketing planning and campaign management.
• User Status Management
• Marketing Organization of the Organization Model
• Campaign To-Dos

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 Unit 3
Working with Campaigns

Unit Overview
Working with Campaigns:
• Marketing Calendar
• Product assignment & Discounts
• Partner Functions
• Generic Actions
• Back-End Integration
• Campaign Execution

Unit Objectives
After completing this unit, you will be able to:

• Use the main functions of the Marketing Calendar

• Execute a campaign
• Make the required Customizing settings.
• Assign product to a campaign
• Grant a campaign specific discount
• Partner Function
• Actions
• Backend Integration
• execute a email campaign

Unit Contents
Lesson: Integrated Marketing Calendar ...................................... 82
Exercise 4: Integrated Marketing Calendar .............................. 87
Lesson: Products and Discounts for Campaigns ............................ 97
Exercise 5: Product Assignment and Discounts .......................101
Lesson: Maintaining Campaigns..............................................109
Exercise 6: Generic Actions............................................... 113
Lesson: Campaign Channels and Campaign Execution ..................124
Exercise 7: Executing Campaigns .......................................135

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Unit 3: Working with Campaigns CR600

Lesson: Integrated Marketing Calendar

Lesson Overview

Lesson Objectives
After completing this lesson, you will be able to:
• Use the main functions of the Marketing Calendar
• Execute a campaign
• Make the required Customizing settings.

Business Example

Figure 26: Marketing and Campaign Planning: Overview

With SAP CRM you can view your marketing projects from three different
perspectives:
• The Integrated Marketing Calendar gives an overview of all marketing
projects within a certain time range.
• The Marketing Plan offers a hierarchical view.
• The Campaign Automation offers a process view.

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CR600 Lesson: Integrated Marketing Calendar

Figure 27: Integrated Marketing Calendar - Overview

The Integrated Marketing Calendar enables business users to get an overview on

all scheduled and running marketing activities in a certain time range. It offers
a state of the art user interface using Adobe Flex technology. We introduced a
flexible search functionality to improve the efficiency of searches according to
the users need.
The “Structure concept” is used to determine how the marketing activities shall
be structured/grouped to represent the users thinking. The Calendar is also
in interactive tool used to create and reschedule marketing projects. Via the
task-based role configuration we offer a high flexibility to meet the specific needs
of different user groups.
There is a “Role Concept” available to reflect the different business user needs.
It is possible to configure the Integrated Marketing Calendar dependent on the
business role of a user.
Overview of role dependent configuration options
• core configuration such as title bar, display/create mode and defaulting in
personalization
• search configuration such as available searches and search attributes.
• calendar configuration such as calendar control elements and specifics of
Gantt display (e.g. color profiles, bar text, tool tips)

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Unit 3: Working with Campaigns CR600

Figure 28: Search Concepts

Advanced Search: The advanced search is one option for searching marketing
projects that shall be displayed in the marketing calendar. There is a set of
marketing project attributes available which can be used to search for the marketing
projects which should be displayed in the Integrated Marketing Calendar.
Filter Search: The Filter Search provides the possibility to search via predefined
Marketing Project Clusters and Filter Tiles. Improve efficiency by providing ease
of use for complex search queries considering business role context. In addition to
the advanced search capabilities that allow the user to search for Id of a marketing
project or some other detailed attributes. The filter search helps users to gain
visibility into their business combined with an efficient and attractive way of
accessing the artifacts that are in the user’s interest. As the integrated marketing
calendar is the entry point for multiple different users, the filter search is highly
configurable in terms of availability, available filter tiles and content of these tiles
to meet the user’s dissimilar requirements

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CR600 Lesson: Integrated Marketing Calendar

Figure 29: Integrated Marketing Calendar - an interactive tool

The Integrated Marketing Calendar is an interactive planning tool which allows

you to create new marketing projects and or reschedule existing ones.
You can use the template functionality easily create new marketing projects via
drag & drop. The template searches My Campaign Templates or the Template
Library are available within the Integrated Marketing Calendar.
You have the option to change the dates of a marketing project via Drag & Drop
directly in the Integrated Marketing Calendar. With the help of the context menu
you have the following options:
Details, Copy, Delete and New.
So you can create, change, copy or delete campaigns within the Integrated
Marketing Calendar.
You have several configuration options for the Integrated Marketing Calendar in
customizing to adjust it to your needs.
Customizing: IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Integrated Marketing Calendar

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Unit 3: Working with Campaigns CR600

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CR600 Lesson: Integrated Marketing Calendar

Exercise 4: Integrated Marketing Calendar

Exercise Objectives
After completing this exercise, you will be able to:
• understand the concept of the Integrated Marketing Calendar.

Business Example
You want to get familiar with the Integrated Marketing Calendar view in the CRM
Marketing Web client UI.

Task 1:
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
At first you want to get familiar with the Integrated Marketing Calendar views
and searches.
1. Call up the Integrated Marketing Calendar, you find it in Navigation Bar:
Marketing: Search → Integrated Marketing Calendar
In the marketing calendar search for your marketing projects which means
search for all your campaigns. Call up the search by choosing Search
Criteria and search for your campaigns with Marketing Project ID is
C/90##* (## being your group number).
Open the entry Other Projects.
If the result list contains your campaigns, save your result list as Saved
Search: MKT-Cale-Gr##.

Task 2:
You want work with the marketing calendar, your are going to create and change
campaigns.
1. Take a look at campaign with the ID C/90##-INT-002 with description. 2.
Cam. Group ## . What campaign type is used for it? In which color is it
displayed in the Integrated Marketing Calendar?
2. With the help of the context menu (right mouse click) change the details of
the campaign ID C/90##-INT-002, description. 2. Cam. Group ## .
Change the details and select as Type: Customer Acquisition, Objective:
Increase Customer Numbers and Tactic: Contact Customer Directly,
choose the Priority: very high. Save your changes and go back to the view
of the Integrated Marketing Calendar.

Continued on next page

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Unit 3: Working with Campaigns CR600

In which color is it displayed now?

3. Take a look at your campaigns with your Type: XG##_ Customer of G##
like campaign C/90##-INT-004.
In which color is it displayed?
4. In Integrated Marketing Calendar view you want campaigns of your Type:
XG##_Customer of G## to be displayed in red. So Log off from the Web
Client UI and go to the Customizing.

Hint: IMG: CRM → Marketing → Marketing Planning and

Campaign Management → Integrated Marketing Calendar →
Maintain Color Profile

In Customizing make an entry for Color Profile for Marketing and add your
campaign type XG## and assign the color 53 to it.
5. Log on to Web Client Ui with Business Role: Marketing Professional. Use
your Saved Search: MKT-Cale-Gr## and call up the calendar view again.
Your campaigns of your Type XG##_Customer of G## should be displayed
in red now.
6. Create a new campaign with the help of the template function within the
Integrated Marketing Calendar.
Choose Template and select My Campaign Template, copy your template
using drag and drop C/90##-TMP-000 into the Integrated Marketing
Calendar.
Automatically the campaign details open up, enter the campaign ID
C/90##-INT-005 and description 5. Camp. by Calendar. Enter as
Save your entries and go back to the calendar view. Deselect the My
Campaign Template so the template view “disappear”.

Task 3:
You may have noticed that there are two ways to search within the Integrated
Marketing Calendar. Now use the Filter Search.
1. If you have left the search Integrated Marketing Calendar call it up again
by using your saved search MKT-Cale-Gr## .
Within the Integrated Marketing Calendar Menu choose Filter Search. The
marketing calendar opens up in a different view.

Continued on next page

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CR600 Lesson: Integrated Marketing Calendar

The Filter Tile: Time is automatically selected. In the marketing calendar

view your campaigns are displayed when you open the entry Other
Projects. It displays all your campaigns.
Now select only the Marketing Project Cluster: CR600 Training and keep
the Filter Tile: Time. Choose Search.
Now not all of your campaigns are visible anymore, only certain ones are
displayed. Of which Type are they?

Hint: Open the Marketing Project Cluster: CR600 Training and

find the Types.

2. You want to add your campaign type XG##_Customer of G## to the

cluster view CR600 Training, therefore log off the Web client UI and go
to the Customizing.

Hint: IMG: CRM → Marketing → Marketing Planning and

Campaign Management → Integrated Marketing Calendar →
Settings for Clusters → Assign Marketing Project Types and
Objectives To A Cluster .

Assign your campaign type XG## to the cluster CLUSTER_CR600 .

Afterwards check your change in the UI of the Integrated Marketing
Calendar. Use the Navigation Bar Marketing: Search → Integrated
Marketing Calendar. The Filter Search will open up with the time select.
Keep it and this time select only your campaign type XG##_Customer of
G## within the Marketing Project Cluster CR600 Training. Only your
campaigns should be displayed now.

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Unit 3: Working with Campaigns CR600

Solution 4: Integrated Marketing Calendar

Task 1:
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
At first you want to get familiar with the Integrated Marketing Calendar views
and searches.
1. Call up the Integrated Marketing Calendar, you find it in Navigation Bar:
Marketing: Search → Integrated Marketing Calendar
In the marketing calendar search for your marketing projects which means
search for all your campaigns. Call up the search by choosing Search
Criteria and search for your campaigns with Marketing Project ID is
C/90##* (## being your group number).
Open the entry Other Projects.
If the result list contains your campaigns, save your result list as Saved
Search: MKT-Cale-Gr##.
a) Call up the Integrated Marketing Calendar, choose in the Navigation
Bar: Marketing: Search → Integrated Marketing Calendar
choose Search Criteria
Marketing Project ID is C/90##*
Choose Search
You will receive a result list. Open the entry Other Projects, which
should contain your marketing projects.
To save your search query make the following entries:
In the field Search as enter the search name MKT-Cale-Gr##
afterwards choose Save.

Continued on next page

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CR600 Lesson: Integrated Marketing Calendar

Task 2:
You want work with the marketing calendar, your are going to create and change
campaigns.
1. Take a look at campaign with the ID C/90##-INT-002 with description. 2.
Cam. Group ## . What campaign type is used for it? In which color is it
displayed in the Integrated Marketing Calendar?
a) In your result list you find the campaign ID C/90##-INT-002 with
description. 2. Cam. Group ## , place your mouse on the bar of
the campaign C/90##-INT-002, 2. Cam. Group ## automatically
the campaign details such as Status, Type and Priority are displayed.
The campaign C/90##-INT-002 is of Type: Product Promotion.
It is displayed in green in the Integrated Marketing Calendar. All
campaigns of Type Product Promotion are displayed in green.
2. With the help of the context menu (right mouse click) change the details of
the campaign ID C/90##-INT-002, description. 2. Cam. Group ## .
Change the details and select as Type: Customer Acquisition, Objective:
Increase Customer Numbers and Tactic: Contact Customer Directly,
choose the Priority: very high. Save your changes and go back to the view
of the Integrated Marketing Calendar.
In which color is it displayed now?
a) Go to the campaign bar of campaign C/90##-INT-002, 2. Cam.
Group ## and make a right mouse click to call up the context menu
choose Details. Automatically you are in the campaign details, choose
Edit, and select the Type: Customer Acquisition, Objective:
Increase Customer Numbers and Tactic: Contact Customer Directly
and choose the Priority: very high. Afterwards choose Save.
b) Choose Back to come back to the integrated marketing calendar
view again.
In which color is it displayed now? It is peach now.
3. Take a look at your campaigns with your Type: XG##_ Customer of G##
like campaign C/90##-INT-004.
In which color is it displayed?
a) You should be back in the Integrated Marketing Calendar view. If not,
use your Saved Search: MKT-Cale-Gr## to call it up again.
Take a look at campaign C/90##-INT-004. It is displayed in the default
color: grey (shade).

Continued on next page

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Unit 3: Working with Campaigns CR600

4. In Integrated Marketing Calendar view you want campaigns of your Type:

XG##_Customer of G## to be displayed in red. So Log off from the Web
Client UI and go to the Customizing.

Hint: IMG: CRM → Marketing → Marketing Planning and

Campaign Management → Integrated Marketing Calendar →
Maintain Color Profile

In Customizing make an entry for Color Profile for Marketing and add your
campaign type XG## and assign the color 53 to it.
a) Choose Log off from the Web Client UI
and go to the customizing (transaction code: SPRO)
IMG: CRM → Marketing → Marketing Planning and Campaign
Management → Integrated Marketing Calendar → Maintain Color
Profile
Select CMKP: Color Profile for Marketing and make a double-click
Marketing Project Type and choose New Entries make the entries:
Marketing Project Type: XG##
Color ID: 53

Hint: If you receive a the warning message: “choose the key

from the allowed name space” confirm it with enter
Choose Save in the end.

5. Log on to Web Client Ui with Business Role: Marketing Professional. Use

your Saved Search: MKT-Cale-Gr## and call up the calendar view again.
Your campaigns of your Type XG##_Customer of G## should be displayed
in red now.
a) Log on to Web Client Ui with Business Role: Marketing Professional
choose Home and select your Saved Search: MKT-Cale-Gr##. The
search result of the Integrated Marketing Calendar should be displayed
now.
In the marketing calendar view open the entry Other Projects
to display all your campaigns. Your campaigns of your Type:
XG##_Customer of G## should be displayed in red now.
6. Create a new campaign with the help of the template function within the
Integrated Marketing Calendar.

Continued on next page

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CR600 Lesson: Integrated Marketing Calendar

Choose Template and select My Campaign Template, copy your template

using drag and drop C/90##-TMP-000 into the Integrated Marketing
Calendar.
Automatically the campaign details open up, enter the campaign ID
C/90##-INT-005 and description 5. Camp. by Calendar. Enter as
Save your entries and go back to the calendar view. Deselect the My
Campaign Template so the template view “disappear”.
a) Within the Calendar Tool Bar choose Template and select My
Campaign Template choose your template C/90##-TMP-000 and drag
and drop it into the Integrated Marketing Calendar. Automatically the
campaign details open up enter the campaign ID C/90##-INT-005 and
description 5. Camp. by Calendar, enter the
Afterward choose Save and choose Back to come back to the
integrated marketing calendar view again.
Choose Template and deselect My Campaign Template so that the
template view disappears.

Task 3:
You may have noticed that there are two ways to search within the Integrated
Marketing Calendar. Now use the Filter Search.
1. If you have left the search Integrated Marketing Calendar call it up again
by using your saved search MKT-Cale-Gr## .
Within the Integrated Marketing Calendar Menu choose Filter Search. The
marketing calendar opens up in a different view.
The Filter Tile: Time is automatically selected. In the marketing calendar
view your campaigns are displayed when you open the entry Other
Projects. It displays all your campaigns.
Now select only the Marketing Project Cluster: CR600 Training and keep
the Filter Tile: Time. Choose Search.

Continued on next page

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Unit 3: Working with Campaigns CR600

Now not all of your campaigns are visible anymore, only certain ones are
displayed. Of which Type are they?

Hint: Open the Marketing Project Cluster: CR600 Training and

find the Types.

a) Within the Integrated Marketing Calendar Menu click Filter Search.

The marketing calendar opens up in a different view.
The Filter Tile: Time is automatically selected. If necessary select the
year and quarter of your campaigns.
In the calender view your campaigns are displayed when you open the
entry Other Projects. It displays all your campaigns.
Now select only the Marketing Project Cluster: CR600 Training and
keep the Filter Tile: Time. If necessary select the year and quarter of
your campaigns. Choose Search. Now not all of your campaign are
visible anymore, only certain ones are displayed. Of which Type are
they?
They are of Type: YG50 (and maybe some XG## ones)
Open the Marketing Project Cluster: CR600 Training, and open it
, so all the Types of the Cluster are visible and selected Type: YG50
- CR600 Demo To-Dos.

Hint: If someone has done the customizing part you will find
also Type XG##_Customer of G##.

2. You want to add your campaign type XG##_Customer of G## to the

cluster view CR600 Training, therefore log off the Web client UI and go
to the Customizing.

Hint: IMG: CRM → Marketing → Marketing Planning and

Campaign Management → Integrated Marketing Calendar →
Settings for Clusters → Assign Marketing Project Types and
Objectives To A Cluster .

Assign your campaign type XG## to the cluster CLUSTER_CR600 .

Afterwards check your change in the UI of the Integrated Marketing
Calendar. Use the Navigation Bar Marketing: Search → Integrated
Marketing Calendar. The Filter Search will open up with the time select.

Continued on next page

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CR600 Lesson: Integrated Marketing Calendar

Keep it and this time select only your campaign type XG##_Customer of
G## within the Marketing Project Cluster CR600 Training. Only your
campaigns should be displayed now.
a) Choose Log off from the Web Client UI
and go to the customizing (transaction code: SPRO)
IMG: CRM → Marketing → Marketing Planning and Campaign
Management → Integrated Marketing Calendar → Settings for Clusters
→ Assign Marketing Project Types and Objectives To A Cluster .
Assign your campaign type XG## to the cluster Z_CR600.
choose New Entries make the entries:
Cluster ID:CLUSTER_CR600
Type: XG##
Confirm your entries with enter and choose Save.
b) Log on to Web Client Ui again with Business Role: Marketing
Professional call up the Integrated Marketing Calendar, use the
Navigation Bar: Marketing: Search → Integrated Marketing Calendar
The Filter Search will open up with the Filter Tile: Time selected.
Keep it and in addition select within the Marketing Project Clusters
the cluster CR600 Training. In the marketing calendar view open
the cluster CR600 Training and only select your campaign type
XG##_Customer of G##. Choose Search.
To display your selection in the calendar open the entry Other
Projects. Now only your campaigns of Type: XG##_Customer of
G## are displayed in red.

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Unit 3: Working with Campaigns CR600

Lesson Summary
You should now be able to:
• Use the main functions of the Marketing Calendar
• Execute a campaign
• Make the required Customizing settings.

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CR600 Lesson: Products and Discounts for Campaigns

Lesson: Products and Discounts for Campaigns

Lesson Overview
Now we take a closer look in campaign details and how to maintain campaign
details and finally execute a campaign.

Lesson Objectives
After completing this lesson, you will be able to:
• Assign product to a campaign
• Grant a campaign specific discount

Business Example
Your company want to runs a campaign for certain products with a special discount

Assignment of Products and Discounts and using

Actions for campaigns

Figure 30: Product Assignment

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Unit 3: Working with Campaigns CR600

For campaigns you can assign Products or Product Catalogs which are used for
Internet Sales (Web Channel).
• Here you see a screen shot from the Products assignment block
• You can assign several products to your marketing projects in one step.
Assigning a product group or product category means that all products are
assigned in just one step.
• Two possibilities exist for mass assignment of products to a campaign:
– Assign a product category = Group of related products
– Assign a product group = An attribute within the sales set of the product
– If you assign a product category as well as a product group, the overlap
between the two is derived.
– You can also exclude products by using the Exclude field
• Customizing:
– IMG: Marketing → Marketing Planning and Campaign Management
→ Basic Data → Product Assignments
– IMG: Trade Promotion Management → Basic → Data Products →
Assign Product Groups
– IMG: Account Planning → Product Assignments → Assign Product
Groups / Assign Product Hierarchies.

Figure 31: Discounts

First, select the condition type you want to use. You have a choice between
Campaign-specific price and Discounts.

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CR600 Lesson: Products and Discounts for Campaigns

You must know the distribution channel of your product. Once you have
completed this information, you can select the product assigned to the campaign.
To complete the process, maintain the amount, the currency, and the unit of
measure.
If all entries are correct, a green traffic light appears.

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Unit 3: Working with Campaigns CR600

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CR600 Lesson: Products and Discounts for Campaigns

Exercise 5: Product Assignment and

Discounts
Exercise Objectives
After completing this exercise, you will be able to:
• use the product assignment for marketing project as well as granting a
discount.

Business Example
To assign several products to a campaign with just one click, product groups or
hierarchies (categories) may be used

Task:
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
You want to grant a campaign specific discount for a product. So you have to
assign a product to your campaign first.
1. You want to grant a campaign specific discount for a product. So you have
to assign a product to your campaign first. Call up the campaign details of
your campaign C/90##-INT-001. You can assign products in different ways.
What options to do have to add products to your campaign?
2. Assign the Product Notebook Basic 15 with ID HT-1000 to your campaign
C/90##-INT-001.
3. Assign the product of Product Group PC0: PC4YOU_Notebook to your
campaign C/90##-INT-001. In order to do so you must first make the field
Product Group ID visible.
4. Which product groups and product hierarchies are allowed to be assigned
to a campaign?
Check the assignment for product group and product hierarchy in the
Customizing.
5. As a campaign manager, you want to maintain a campaign-specific discount
for your product promotion campaign C/90##-INT-001. With these settings,
every business partner in the target group will get a 20% discount for product
HT-1000.
You maintain campaign-specific prices or discounts on the Assignment
Block Discounts.
Condition type: Z201 Campaign Discount
Continued on next page

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Unit 3: Working with Campaigns CR600

Details View of Campaign Discount:

General Data:
Price Type* Z201 Campaign Discount
Sales Organization Sales US US Sales & Service
Distribution Channel 30 Internet Sales
Product ID* HT-1000 Notebook Basic 15
Division* 00 Cross-division

Rate:
Amount* 20,000
Crcy* %

Validity:
Valid From* < Today’s Date>
Valid To* < Today + 1 Month>

Save your changes and Log off.

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CR600 Lesson: Products and Discounts for Campaigns

Solution 5: Product Assignment and

Discounts
Task:
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
You want to grant a campaign specific discount for a product. So you have to
assign a product to your campaign first.
1. You want to grant a campaign specific discount for a product. So you have
to assign a product to your campaign first. Call up the campaign details of
your campaign C/90##-INT-001. You can assign products in different ways.
What options to do have to add products to your campaign?
a) Call up the campaign details of your campaign C/90##-INT-001.
Use the Saved Searches in Header Area, choose Saved Searches CAMP
GR## and choose Go
In the Result List of your search choose the Hyperlink of Campaign ID
C/90##-INT-001 to access the campaign details
You can assign products with the help of the Product-Id or the Product
Group ID or the Product Category ID
In addition to this you can also assign a whole Product Catalog used
for a Web Shop.
2. Assign the Product Notebook Basic 15 with ID HT-1000 to your campaign
C/90##-INT-001.
a) In Assignment Block Products choose Edit List
Now you can enter the Product ID HT-1000
Choose Save.

Continued on next page

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Unit 3: Working with Campaigns CR600

3. Assign the product of Product Group PC0: PC4YOU_Notebook to your

campaign C/90##-INT-001. In order to do so you must first make the field
Product Group ID visible.
a) With help of Product Group PC0: PC4YOU_Notebook you will
receive one Product HG-1000.
In the Assignment Block Products choose Personalize
From the Available Columns mark the field Product Group ID and
choose Move To Right to bring it to the Displayed Columns and
move it up to the field Product Group, in the end choose Save.
After saving the Assignment Block Product shows the fields Product
Group ID and Product Group.
In Assignment Block Products choose Edit List
Now you can enter or better select the Product Group ID PC0:
PC4YOU_Notebook, you will receive one Product HG-1000.
Choose Save.
4. Which product groups and product hierarchies are allowed to be assigned
to a campaign?
Check the assignment for product group and product hierarchy in the
Customizing.
a) Log on to the SAP GUI
And call up the Customizing for the assignment product group and
product hierarchy in Customizing (Transaction SPRO)
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Product
Assignments
As you notice, there is no Customizing to be executed, the IMG
Activity is missing. So please read the IMG documentation to get
further information. Click on
In the IMG Documentation you find further information, click on
Assign Product Groups and Assign Product Hierarchies

Hint: Optional: you can adjust the SAP help setting so you can
use a hyperlink to access the IMG Actitity. To change the SAP
help setting, choose in the SAP Menu: Help → Settings. On
Tab Strip F1-Help change the Display settings and select in
Performance Assistant.

Continued on next page

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CR600 Lesson: Products and Discounts for Campaigns

The Customizing for Groups and Assign Product Hierarchies is carried

out:
Account Planning → Product Assignments → Assign Product Groups
Account Planning → Product Assignments → Assign Product
Hierarchies
Assign Product Group Product Group1 is assigned.
Assign Product Hierarchy
Product hierarchy R3PRODHIER and R3MATCLASS are assigned.

Optional:
You could have also searched for Product Groups by using the IMG
Search
Use the IMG Search with Search Term Product Groups
You receive 4 hits.
Two Assign Product Groups (in area Account Planning or in area Trade
Promotion)
One Hit: Define Product Groups
Have a look at Assign Product Group, click Assign Product Group
and choose Continue, now you
Assign Product Group Product Group1 is assigned.
If you want to know where Product Groups are defined have a look at
Define Product Groups just click in the search list on the hit Define
Product Groups.
5. As a campaign manager, you want to maintain a campaign-specific discount
for your product promotion campaign C/90##-INT-001. With these settings,
every business partner in the target group will get a 20% discount for product
HT-1000.
You maintain campaign-specific prices or discounts on the Assignment
Block Discounts.
Condition type: Z201 Campaign Discount
Details View of Campaign Discount:

Continued on next page

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Unit 3: Working with Campaigns CR600

General Data:
Price Type* Z201 Campaign Discount
Sales Organization Sales US US Sales & Service
Distribution Channel 30 Internet Sales
Product ID* HT-1000 Notebook Basic 15
Division* 00 Cross-division

Rate:
Amount* 20,000
Crcy* %

Validity:
Valid From* < Today’s Date>
Valid To* < Today + 1 Month>

Continued on next page

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CR600 Lesson: Products and Discounts for Campaigns

Save your changes and Log off.

a) Choose New*
Select Condition type: Z201 Campaign Discount
Choose O.K.
In the View of Campaign C/90##-INT-001 (..)– Discount make the
following entries:
Condition type: Z201 Campaign Discount
Details View of Campaign Discount:

General Data:
Price Type* Z201 Campaign
Discount
Sales Organization Sales US US Sales & Service
Distribution 30 Internet Sales
Channel
Product ID* HT-1000 Notebook Basic 15
Division* 00 Cross-division

Rate:
Amount* 20,000
Crcy* %

Validity:
Valid From* < Today’s Date>
Valid To* < Today + 1 Month>

Choose Back
Choose Save.
Choose Log off.

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Unit 3: Working with Campaigns CR600

Lesson Summary
You should now be able to:
• Assign product to a campaign
• Grant a campaign specific discount

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CR600 Lesson: Maintaining Campaigns

Lesson: Maintaining Campaigns

Lesson Overview
Now we take a closer look in campaign details and how to maintain campaign
details like Actions, Partner Functions and the Backend Integration with ERP.

Lesson Objectives
After completing this lesson, you will be able to:
• Partner Function
• Actions
• Backend Integration

Business Example
Your company want to runs a campaign and wants to make internal assignments.

Partner Functions

Figure 32: Partner Functions

Assignment Block Involved Parties shows all parties involved in a marketing

projects.
The partner determination procedure is set up in Customizing. You must create
a regular partner determination procedure. In the IMG choose CRM → Basic
Functions → Partner Processing → Define Partner Determination Procedure.
You can define a partner determination procedure for each object type.

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Unit 3: Working with Campaigns CR600

Partner determination procedures assigned to the object type Campaign can also
be campaign-type-dependent.
• IMG: CRM → Marketing → Marketing Planning and Campaign
Management → Partner Processing → Assign Partner Determination
Procedure.

Working with Actions

Figure 33: Working with Actions

You have to define an action profile in customizing (see course CR100)

This functionality is used, for example, if the employee responsible for a campaign
should be notified of specific campaign changes.
Or your could trigger an alert, start a workflow or create a follow up action like
sending a mail or creating an reminder activity.
Create an Action Profile: IMG: CRM → Basic Functions → Actions → Actions
in Marketing Planning.
You can then choose between the following: Create Actions with Wizard or Define
Action Profiles and Actions with the step Define Conditions, Standard Options
and Filter Definitions.
Assign the action profile as default attribute for a campaign type IMG: CRM →
Marketing → Marketing Planning and Campaign Management → Basic Data →
Define Types/Objectives/Tactics.
In the Assignment Block Action:

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CR600 Lesson: Maintaining Campaigns

You can either execute the action manually or schedule the action to be triggered
automatically by making the required Customizing settings.

Integration with ERP

Figure 34: Back-End Integration: Overview

Customizing IMG: Marketing → Marketing Planning and Campaign Management

→ Marketing Marketing Planning and Campaign Management → System
Landscape → Define Formatting Mask for Marketing Projects.

Figure 35: Back-End Integration: ERP Integration Type

Customizing

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Unit 3: Working with Campaigns CR600

IMG: Customer Relationship Management → Marketing → Marketing Planning

and Campaign Management → System Landscape Define → ERP Integration Type
• In customizing you specify whether the transfer of your marketing projects
to ERP should take place in the background via Middleware.
– If you select Middleware, the transfer will occur automatically once the
status of the marketing project permits it.
• The status Object Moving Locked is set automatically once you have sent
the marketing project to ERP via Middleware. If you want to move objects
around in the structure once they have been transferred to ERP, you need
to reset this status. This is an important step as once a structure has been
transferred to ERP, any hierarchy changes are critical.
• Once transfer has been carried out, you can see the current status of the ERP
transfer under Administration Data.

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CR600 Lesson: Maintaining Campaigns

Exercise 6: Generic Actions

Exercise Objectives
After completing this exercise, you will be able to:
• assign the action in the Marketing Planner application and perform the
required Customizing settings

Business Example
This functionality is used, for example, if the employee responsible for a campaign
should be notified of any changes to the campaign. You have to decide if an action
should be scheduled automatically or manually. In the case mentioned above it
makes sense to store conditions in the action profile, which are triggering the
action when the conditions are fulfilled. We want to keep our scenario simple for
our exercise hence we are using the manual schedule process.

Task 1:
Log on to the SAP GUI
Become familiar with Customizing and create your own action profile using the
Wizard. SAP GUI: Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Create Actions with Wizard
1. Create your own action profile Z_AP_## (description: AP Group ##) and
make the following entries:

Action Profile Z_AP_##

Description AP Group ##
Date Profile No entry
Object Type BUS2010020
(Marketing project campaign)
Action Definition Z_AC_##

Description Action Group ##

Processing Time Processing when saving document
Executable in Dialog

Changeable in Dialog

Continued on next page

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Unit 3: Working with Campaigns CR600

Set Partner Determination

Remove the flag Partner
Dependent
=> No entry
Action Processing Type Smart Forms Mail
Form Name CRM_MKTPL_DEFAULT_CON-
SUMER
Processing Class CL_CRM_MK-
TPL_PROCESS_SMARTFORM
Processing Method PROCESS_SMART_FORM
Archive Mode Mail Only
Action Description Mail to CRM-## User
Assign Schedule Condition No entry
Assign Start Condition No entry

Task 2:
You want to display and change the action profile you created using the Wizard.
SAP GUI:Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Change Actions and Conditions → Define
Action Profiles and Actions
1. Go in to the Change Mode, select your Action profile Z_AP_## and
choose the icon Details.
2. On the second layer Action definition, check the Processing Time it should
equal Processing when saving the document.
3. Ensure that the following check boxes are selected: Changeable in Dialog
and Executable in Dialog, no selection in the fields Schedule Automatically,
Delete after Procession and Display in Toolbar

Continued on next page

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CR600 Lesson: Maintaining Campaigns

Task 3:
Change the conditions for actions so your SAP User CRM-## will receive the mail
Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Change Actions and Conditions → Define
Conditions
Select your Action Profile AP Group ## and change your action: Action Group
## (Z_AC_##) for execution so your SAP User will receive the mail.

Recipient Type SAP User

Address CRM-##

1. Go to Tab page Processing Details

On Tab page Details for Selected Processing change the Recipient(s):

Task 4:
Assign your Action Profile Z_AP_## to your Campaign Type XG##
XG##_Customer of G20
1. Customizing (transaction SPRO).
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
Select your Type XG##: XG##_Customer of G##, mark it and click
Details
In the Default Attribute assign your Action Profile: Z_AP_##
Choose Save

Task 5:
Execute your actions in Web Client UI Marketing
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
1. Create a new Campaign ID C/90##-INT-006 and Description: 6. Camp.
with Action ##, choose Start today and End in one month.
2. Assign your campaign Type XG##_Customer of Group## to it.
Open the Assignment Block Action.

Continued on next page

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Unit 3: Working with Campaigns CR600

You do not have a scheduled action. In the action profile you have not set
it for automatically scheduling because you want to manually to execute
your actions.
So first you have to Schedule New Actions. Select and schedule your action
Action Group ## for execution.
Save your campaign. Upon saving the action will be executed.

Hint: Do not be surprised: Once you have saved your campaign

with an action that has been executed, the Assignment Block Action
does not show an action anymore. Only when you choose Schedule
New Actions you see a list of all the executed Actions.

Task 6:
Check the Mail Inbox in SAP GUI of your Business Workplace to see if
you have received an e-mail containing information concerning the campaign
(transaction code sbwp)
1. Log on to the SAP GUI.

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CR600 Lesson: Maintaining Campaigns

Solution 6: Generic Actions

Task 1:
Log on to the SAP GUI
Become familiar with Customizing and create your own action profile using the
Wizard. SAP GUI: Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Create Actions with Wizard
1. Create your own action profile Z_AP_## (description: AP Group ##) and
make the following entries:

Action Profile Z_AP_##

Description AP Group ##
Date Profile No entry
Object Type BUS2010020
(Marketing project campaign)
Action Definition Z_AC_##

Description Action Group ##

Processing Time Processing when saving document
Executable in Dialog

Changeable in Dialog

Set Partner Determination

Remove the flag Partner
Dependent
=> No entry
Action Processing Type Smart Forms Mail
Form Name CRM_MKTPL_DEFAULT_CON-
SUMER
Processing Class CL_CRM_MK-
TPL_PROCESS_SMARTFORM
Processing Method PROCESS_SMART_FORM
Archive Mode Mail Only

Continued on next page

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Unit 3: Working with Campaigns CR600

Action Description Mail to CRM-## User

Assign Schedule Condition No entry
Assign Start Condition No entry

a) Within the Wizard choose Start and Continue. and select Create New
Action Profile make the following entries:

Action Profile Z_AP_##

Description AP Group ##
Date Profile No entry
Object Type BUS2010020
(Marketing project campaign)

Choose Continue.

Action Definition Z_AC_##

Description Action Group ##

Choose Continue.

Processing Time Processing When Saving

Document
Executable in Dialog

Changeable in Dialog

Choose Continue.

Set Partner Determination Remove the flag Partner

Dependent
No entry

Choose Continue.

Action Processing Type Smart Forms Mail

Choose Continue.

Continued on next page

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CR600 Lesson: Maintaining Campaigns

Form Name CRM_MKTPL_DE-

FAULT_CONSUMER
Processing Class CL_CRM_MK-
TPL_PROCESS_SMART-
FORM
Processing Method PROCESS_SMART_FORM
Archive Mode Mail Only

Choose Continue.

Enter Action Description Mail to CRM-##-User

Choose Continue.

Selecting a Condition Type select Workflow Conditions

Choose Continue.

Assign Schedule Condition No entry

Choose Continue.

Assign Start Condition No entry

Choose Continue and Complete.

Create a Customizing request if required and Save.

Task 2:
You want to display and change the action profile you created using the Wizard.
SAP GUI:Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Change Actions and Conditions → Define
Action Profiles and Actions
1. Go in to the Change Mode, select your Action profile Z_AP_## and
choose the icon Details.
a) –

Continued on next page

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Unit 3: Working with Campaigns CR600

2. On the second layer Action definition, check the Processing Time it should
equal Processing when saving the document.
a)
Processing Time: Processing when saving document.
3. Ensure that the following check boxes are selected: Changeable in Dialog
and Executable in Dialog, no selection in the fields Schedule Automatically,
Delete after Procession and Display in Toolbar
a) Changeable in Dialog
Executable in Dialog
Schedule Automatically
Display in Toolbar

Task 3:
Change the conditions for actions so your SAP User CRM-## will receive the mail
Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions → Actions →
Actions in Marketing Planning → Change Actions and Conditions → Define
Conditions
Select your Action Profile AP Group ## and change your action: Action Group
## (Z_AC_##) for execution so your SAP User will receive the mail.

Recipient Type SAP User

Address CRM-##

1. Go to Tab page Processing Details

On Tab page Details for Selected Processing change the Recipient(s):
a) Select as Recipient Type SAP user and enter in field Address your SAP
CRM System-User CRM-## (## = your group number).
Don’t forget to Save your changes.

Task 4:
Assign your Action Profile Z_AP_## to your Campaign Type XG##
XG##_Customer of G20
1. Customizing (transaction SPRO).

Continued on next page

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CR600 Lesson: Maintaining Campaigns

IMG: Customer Relationship Management → Marketing → Marketing

Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
Select your Type XG##: XG##_Customer of G##, mark it and click
Details
In the Default Attribute assign your Action Profile: Z_AP_##
Choose Save
a) IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Basic Data → Define
Types/Objectives/Tactics
Select your Type XG##: XG##_Customer of G##, mark it and click
Details
In the Default Attribute assign your Action Profile: Z_AP_##
Choose Save

Task 5:
Execute your actions in Web Client UI Marketing
Log on to the CRM Web Client UI, choose Business Role: Marketing
Professional
1. Create a new Campaign ID C/90##-INT-006 and Description: 6. Camp.
with Action ##, choose Start today and End in one month.
a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign
ID: C/90##-INT-006
Description: 6. Camp. Action ##
Start: today
End: in one month
2. Assign your campaign Type XG##_Customer of Group## to it.
Open the Assignment Block Action.
You do not have a scheduled action. In the action profile you have not set
it for automatically scheduling because you want to manually to execute
your actions.
So first you have to Schedule New Actions. Select and schedule your action
Action Group ## for execution.

Continued on next page

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Unit 3: Working with Campaigns CR600

Save your campaign. Upon saving the action will be executed.

Hint: Do not be surprised: Once you have saved your campaign

with an action that has been executed, the Assignment Block Action
does not show an action anymore. Only when you choose Schedule
New Actions you see a list of all the executed Actions.

a) Choose Type XG##_Customer of Group##

In the Assignment Block Action your Action Action Group ## is not
visible.
You do not have a scheduled action. In the action profile you have not
set it for automatically scheduling because you want to manually to
execute your actions.
So first you have to choose Schedule New Actions. In the next screen
select your action Action Group ## and choose Schedule .
Save your campaign. Upon saving the action will be executed.
Optional: you could have manually chosen Execute.
When you choose Save your action will be executed. You do not
have to execute it manually but it is possible.
In your action you set it to be scheduled automatically and as
Processing Time you have set “Processing when saving document”.

Hint: Do not be surprised: Once you have saved your

campaign with an action and it has been executed, the
Assignment Block Action does not show an action anymore.
Only when you choose Schedule New Actions you see a list of
all the executed Actions.

Task 6:
Check the Mail Inbox in SAP GUI of your Business Workplace to see if
you have received an e-mail containing information concerning the campaign
(transaction code sbwp)
1. Log on to the SAP GUI.
a) Navigate back to the SAP GUI choose Menu → SAP Business
Workplace or the button SAP Business Workplace or choose in the
SAP Menu (Ctrl +F12).
In the Business Workplace choose the folder Inbox and check if new
e-mail has arrived – it should appear in the upper Unread Documents
in the right area. Double-click the e-mail to open it.

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CR600 Lesson: Maintaining Campaigns

Lesson Summary
You should now be able to:
• Partner Function
• Actions
• Backend Integration

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Unit 3: Working with Campaigns CR600

Lesson: Campaign Channels and Campaign Execution

Lesson Overview

Lesson Objectives
After completing this lesson, you will be able to:
• execute a email campaign

Business Example
Your company want to run a campaign trough different communication channels

Figure 36: Which Channel and Communication Medium?

In this case (communication medium telephone and transaction type lead), a

call list and leads – for all business partners in the target group – are generated
during campaign execution.
Customizing IMG: Customer Relationship Management → Marketing →
Campaign Execution → Define Communication Medium.

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CR600 Lesson: Campaign Channels and Campaign Execution

Figure 37: BP Preferred Communication Method

Campaign execution can be performed based on a user's preferred communication

method (e-mail, phone, and so on).
A preferred communication method must be maintained in the BP master data
(Standard Comm. Method field).
If no preferred method is maintained, backup methods can be set based on
priorities; for example, first e-mail, then fax, letter, phone, and so on.

Figure 38: BP-Driven Communication Method and Priorities - Customizing

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Unit 3: Working with Campaigns CR600

Within Customizing for communication mediums, you can define the BP-driven
channel selection.
To do this, choose IMG: Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Campaign Execution →
Define Communication Medium.

Figure 39: BP-Driven Communication Method

Transactions are not mandatory. For example, for mass mailings, you may not
want activity generation (to conserve system performance).

Figure 40: Open Channel

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CR600 Lesson: Campaign Channels and Campaign Execution

The open communication channel allows the execution of campaigns within

third-party tools. Campaign-related data is therefore sent via a standard interface
to the external system.
Technology:
• This interface is implemented using BAdI CRM_MKT_EXP_CAMP_DAT.
• A specific implementation of this BADI has to be defined to enable the
connection to an external tool according to the specific needs of a certain
customer: IMG (Customer Relationship Management → Marketing →
Marketing Planning and Campaign Management → Campaign Execution →
Business Add-Ins → BAdI: Transport of Campaign Data to Open Channel).
Data transferred to the external tool:
• Campaign (GUID, description)
• Target group that is assigned to the campaign
• Business partners within the target group (GUID, name)
• Activities (that are generated executing the campaign)
• For further details, see the documentation for BAdI
CRM_MKT_EXP_CAMP_DAT.
Creating an activity for business partner
• As a result of campaign execution, it is possible to generate contacts for the
business partner. If the decision to generate activities has been made, each
business partner receives a contact with status Completed. This ensures
that the contact is part of the contact history of any business partner that
has been exported.

Figure 41: Campaign Execution Across Interaction Channels

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Unit 3: Working with Campaigns CR600

With a marketing campaign, you can contact your business partners directly by
e-mail, telephone, SMS, or other communication methods to inform them about
the content of your campaign. You do this by transferring the target group(s)
assigned to the campaign to your defined communication medium, for example, to
start a direct mailing or telephone campaign at a particular time.
Process:
• Create a campaign and set up the communication medium: e-mail form, IC
script, select the required communication medium and enter the required data
• Release campaign: To execute a campaign, it must be released (system
status = released).
• Save your data and choose Start.
• In the Job screen schedule the job for campaign execution.

Figure 42: Scheduling Campaign Execution

The execution (sending e-mails, faxes, SMS, and so on) can be scheduled
immediately or can be scheduled to run at a later point in time.
For example, if you are sending out a large number of e-mails, you may want to
wait until off-peak hours to run the job so as to balance server load.

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CR600 Lesson: Campaign Channels and Campaign Execution

Figure 43: Process: Personalized E-Mail Campaigns

Before you can execute an e-mail campaign, certain conditions must be fulfilled:
• A campaign must exist. A campaign (or campaign element) is the operative
element in the marketing plan from which interaction with customers takes
place.
• A target group must exist. The target group includes the business partners
you wish to address with the e-mail.
• An e-mail form must exist. An e-mail form is the template that includes the
text conditional and non-conditional blocks of the e-mail.
• The sender's address is required to send the e-mails. Senders e-mail addresses
can be defined in Customizing.
Process
• User sets up an e-mail marketing campaign, with related target group. The
e-mail form is customized to match the desired marketing message. E-mails
are sent to all participants of the campaign with parameterized (for tracking
purposes) URL links.
• When used in conjunction with SAP Internet Sales, dynamic, personalized
greeting and Web tracking (for example, hits from e-mail) is possible.
• If set up in Customizing, activities are generated for each BP in the target
group. The mail contents are linked to the activity as an attachment.

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Unit 3: Working with Campaigns CR600

Figure 44: E-Mail: Tracking Customer Response

In the mailing list transaction, you can track whether or not the Internet sales
site was accessed from the e-mail, as well as how many times the user accessed
the site from the e-mail.
In the SAP Easy Access Menu, choose Marketing → Marketing Planning and
Campaign Management → Display Marketing Contact List.

Figure 45: Execution by Telephone

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CR600 Lesson: Campaign Channels and Campaign Execution

This figure details the various steps involved in processing a telemarketing

campaign.
• A campaign (which in this example is related to a marketing plan) is created.
Linked to this campaign is a target group (a finite list of business partners
selected for the campaign) and a script. A call list is generated from the
target group. The call list includes the business partner information and
relevant information required for the Interaction Center.
• Using the script and the call list, the Interaction Center agent calls the
customers in the call list. When a call is completed, the agent updates the
activity with the results of the call. This information is also written to SAP
BW for reporting and monitoring purposes.

Figure 46: Call List Execution: Call List Selection

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Unit 3: Working with Campaigns CR600

Marketing Permissions

Figure 47: Marketing Permissions - Communication Information

The concept of Marketing Permissions enables SAP CRM marketing

processes to be designated as Opt-In or Opt-Out processes. To use this
function, you must activate the business function Marketing Permission
(CRM_MKT_PERMISSION). You can use this function to comply with local
legal requirements for recording customer preferences with regard to receiving
unsolicited marketing messages. As a company with a customer base in countries
that regulate the sending of unsolicited marketing messages, you may need to
demonstrate evidence of, or adherence to some or all of the following: Adherence
to applicable law Evidence that account have agreed to receiving unsolicited
marketing messages via a certain communication channel Evidence that account
have not agreed to receiving unsolicited marketing messages via a certain
communication channel Evidence that account preferences have changed. For
example consent changes from Given to Rejected, or communication details
change
Maintenance of marketing permissions is possible for Accounts (individual,
corporate, group) and contacts. A new assignment block can be made available on
the relevant overview pages of the Accounts and Contacts. Creating of marketing
permissions per communication channel, such as telephone or e-mail is possible.
In marketing permissions, customer preferences with regards to receiving
unsolicited marketing messages are recorded. Depending on local legal
requirements, this includes information such as, whether or not the customer

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CR600 Lesson: Campaign Channels and Campaign Execution

consents to receive marketing messages, the communication channel,

communication details, form of consent, or the date of consent. This information
forms a marketing permission, and marketing permissions are either current or
invalid. You can display current permissions and the invalid permissions in the
Marketing Permissions assignment block (use Display Current Permissions). The
current permissions are available in the list of all permissions (use Display All
Permissions). The system differentiates between current and invalid permissions
based on the following attributes: Current Permission A permission is current
and available in Display Current Permissions when the following applies: The
consent is Rejected. A rejected consent is always applicable, and is always a
current permission. According to the settings in the Customizing activity Define
Opt-In Settings available in Customizing under IMG: Customer Relationship
Management → Master Data → Business Partner → Define Settings for
Marketing Permissions the period of validity still applies.

Figure 48: Marketing Permissions Checks

Checks for Marketing Permissions during Campaign Execution. If the check

box Apply Marketing Permissions in the Channel part of the Campaign Details
section on the Campaign Overview page has been selected, the communication
channel or channels you can use for the campaign are restricted to those for which
permission has been granted.
Other areas to apply checks on Marketing Permissions are:
Call Lists: You can activate a preliminary marketing permission check for
accounts and contacts that is carried out during call list generation.

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Unit 3: Working with Campaigns CR600

In Segmentation and Target Group Creation: Take into account marketing

permissions during target group creation. Use the marketing permission filter to
include only those customers in the target group who have agreed to receiving
marketing material.
External List Management (ELM): You can now create accounts with marketing
permission attributes via External List Management (ELM). These attributes,
allow you to upload external lists, taking into account marketing permission
information, such as consent Given or Rejected, communication channels, and so
on. The attributes are available in Marketing in the application Mapping Format.
The other topic segmentation and target groups as well as External List
Management will be covered later during this course. For details on call lists
please refer to the specific course CR410.

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CR600 Lesson: Campaign Channels and Campaign Execution

Exercise 7: Executing Campaigns

Exercise Objectives
After completing this exercise, you will be able to:
• Complete a campaign and execute it using the channel e-mail

Business Example
You have set up a campaign with an already existing target group, and personalized
mail form, which is ready to be sent out by using the campaign channel e-mail. So
now you want to execute the campaign.

Task 1:
Log on to the CRM Web client, choose Business Role Marketing Professional
Now you want to execute your campaign C/90##-INT-001 by using the channel
E-Mail. First, assign a target group and a mail form.
1. Assign the already prepared target group CR600 TG Event Invitation ##
to your campaign C/90##-INT-001.
2. Assign the Channel: E-Mail and the already prepared the personalized Form
for E-Mail ZCR600 and as E-Mail address Marketing.

Task 2:
Release and Execute the campaign
1. Release your campaign C/90##-INT-001 on the Assignment Block Campaign
Details.

Note: You have to release your Marketing Plan first before you can
release your Campaign.

2. Execute campaign C/90##-INT-001 for your target group CR600 TG Event

Invitation ##. Schedule the batch job to be executed immediately.
At the End of the exercise Log Off.

Task 3:

1. Verify the results of the campaign execution via the E-Mail channel and
check the Inbox of your Account. Test the hyperlink of your mail.
Check out the sent out mail at Windows Live Mail

Continued on next page

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Unit 3: Working with Campaigns CR600

You find it under Start → Programs → Windows Live Mail

Take a look at your Windows Live Mail Account train-## .
If your Inbox does not show your mail, check for new mails and click on
Send/Receive .
You can open the mail by double-clicking on it. (Please make sure that you
only work on your email).
Optional: In the CRM system, you can check if your e-mails were sent
successfully using the transaction sost (/nsost).

Task 4:

1. You want to check the result of your campaign. Did any business partner
in your campaign respond to your campaign? Where can you check this?
Which reports are provided?

Task 5:
Log on to the CRM Web client, choose Business Role Marketing Professional
Now you want to execute your campaign C/90##-INT-002 by using the channel
Telephone. First, assign an already prepared target group to your campaign.
1. Assign the already prepared Target Group CR010 Phone to your campaign
C/90##-INT-002.
2. Assign the Channel: Telephone (with activity creation).

Task 6:
Check your campaign data, afterwards Release and Execute the campaign.
1. Check your campaign time frame: Planned Start date: today’s date and
Planned End date: in 4 month
Release your campaign C/90##-INT-002 in the Assignment Block Campaign
Details.
2. Execute the campaign C/90##-INT-002 for the target group CR010 Phone.
Schedule the batch job to be executed immediately. In the End of the
exercise Log Off.

Continued on next page

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CR600 Lesson: Campaign Channels and Campaign Execution

Task 7:
Optional
1. In the next step, you want to check whether the call list was successfully
transferred to the Interaction Center.
To do this, you log on to the SAP GUI.
Use the following menu path to access the Interaction Center:
SAP Menu: Interaction Center → Supporting Processes → Outbound
Calling → Call List Maintenance
You will find your campaign C/90##-INT-002 with its description 2. Camp.
Group ##.
Here you can maintain call lists. Normally this tasks would be done by an
interaction center manager. The manager would assign an agent or agent
groups and activate the call list for execution.
Assign your user CRM-## as agent to work on the call list. Afterwards you
need to activate the call list .
Click on your campaign with description 2. Camp. Group ##.
Open your campaign details
In Assignment choose Create Assignment and assign your User
CRM-##
Afterwards choose Back and optional activate your call list.
In the Web Client Ui when you log on with the business role: Default IDES
IC AGENTS will find the assigned call list.
Anymore details of the interaction center functions are shown in course
CR410.

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Unit 3: Working with Campaigns CR600

Solution 7: Executing Campaigns

Task 1:
Log on to the CRM Web client, choose Business Role Marketing Professional
Now you want to execute your campaign C/90##-INT-001 by using the channel
E-Mail. First, assign a target group and a mail form.
1. Assign the already prepared target group CR600 TG Event Invitation ##
to your campaign C/90##-INT-001.
a) Call up the campaign details of your campaign C/90##-INT-001.
Use the Saved Searches in Header Area, choose Saved Searches CAMP
GR## and choose Go.
In the Result List of your search choose the hyperlink of Campaign ID
C/90##-INT-001 to access the campaign details.
In Assignment Block Segments choose Edit List
Open the Input Help and search for your Target Group: CR600 TG
Event Invitation ##, use Field: Description is CR600*##
In the result list choose the Target Group: CR600 TG Event Invitation
##.
Your Target Group: CR600 TG Event Invitation ## should now be
visible on the Assignment Block Segments.
2. Assign the Channel: E-Mail and the already prepared the personalized Form
for E-Mail ZCR600 and as E-Mail address Marketing.
a) In Assignment Block Campaign Details choose Edit and enter the
following data:
Area: Channel:
Communication Medium: E-Mail
Form for E-Mail: ZCR600
E-Mail Address: Marketing (Mail Address: [email protected]
ag.de)
In the end choose Save.

Continued on next page

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CR600 Lesson: Campaign Channels and Campaign Execution

Task 2:
Release and Execute the campaign
1. Release your campaign C/90##-INT-001 on the Assignment Block Campaign
Details.

Note: You have to release your Marketing Plan first before you can
release your Campaign.

a) Release your campaign C/90##-INT-001 on the Assignment Block

Campaign Details: General.
First, release your marketing plan C/90##-MPL, navigate to the
marketing plan. Use the hyperlink of the marketing plan in your
campaign, in the field: Parent click on C/90##-MPL and choose
Edit. Now change the status to Release, choose New Status: Released.
Choose Save.
navigate back to your campaign, choose Back
In the Campaign Details C/90##-INT-001 choose Edit now change
the status to Release, choose New Status: Released.
Choose Save
2. Execute campaign C/90##-INT-001 for your target group CR600 TG Event
Invitation ##. Schedule the batch job to be executed immediately.
At the End of the exercise Log Off.
a) In the work area tool bar choose More → Start
In the Job Wizard change the Start date to immediately, choose Start:
immediately
Afterwards choose Start again to actual run the Job.
At the End of the exercise Log Off, choose Log Off.

Task 3:

1. Verify the results of the campaign execution via the E-Mail channel and
check the Inbox of your Account. Test the hyperlink of your mail.
Check out the sent out mail at Windows Live Mail
You find it under Start → Programs → Windows Live Mail
Take a look at your Windows Live Mail Account train-## .

Continued on next page

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Unit 3: Working with Campaigns CR600

If your Inbox does not show your mail, check for new mails and click on
Send/Receive .
You can open the mail by double-clicking on it. (Please make sure that you
only work on your email).
Optional: In the CRM system, you can check if your e-mails were sent
successfully using the transaction sost (/nsost).
a) Open in the Windows Live Mail as described.
b) Log on to the SAP GUI.
Optional: In the CRM system, you can check if your e-mails were
sent successfully using the transaction sost, in SAP GUI choose the
transaction code /nsost.
If you have problems and do not see any outgoing mails, go to Tab strip
Send Status check as well Transmitted.

Task 4:

1. You want to check the result of your campaign. Did any business partner
in your campaign respond to your campaign? Where can you check this?
Which reports are provided?
a) You check the result of your campaign in the Marketing Web Client
UI with the reports Marketing Contact List and Marketing Contact
Summary.
Log on to the CRM Web client UI, choose Business Role Marketing
Professional
In the Navigation Bar choose Home
Favorite Reports
The report Marketing Contact List shows the details per Business
Partner of your campaign. The report Marketing Contact Summary
provides an overview with total figures. Check both reports and use the
Search Criteria: Campaign ID is C/90##-INT-001
The report Marketing Contact List shows the Link Tracking details per
Business Partner of your campaign.
The report Marketing Contact Summary provides an overview with
total figures like Planned Outbounds, Actual Sucessful Outbounds,
and Link Tracking.

Continued on next page

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CR600 Lesson: Campaign Channels and Campaign Execution

Task 5:
Log on to the CRM Web client, choose Business Role Marketing Professional
Now you want to execute your campaign C/90##-INT-002 by using the channel
Telephone. First, assign an already prepared target group to your campaign.
1. Assign the already prepared Target Group CR010 Phone to your campaign
C/90##-INT-002.
a) In Assignment Block Segments choose Edit List
Open Input Help and search for your Target Group: CR010 Phone,
use Field: Description is CR010*ph*
In the result list choose the Target Group: CR010 Phone
The Target Group: CR010 Phone should now be visible in the
Assignment Block Segments.
2. Assign the Channel: Telephone (with activity creation).
a) In Assignment Block Campaign Details choose Edit and enter the
following data:
Area: Channel:
Communication Medium: Telephone (with activity creation)
In the end choose Save.

Task 6:
Check your campaign data, afterwards Release and Execute the campaign.
1. Check your campaign time frame: Planned Start date: today’s date and
Planned End date: in 4 month
Release your campaign C/90##-INT-002 in the Assignment Block Campaign
Details.
a) In the Campaign Details C/90##-INT-002 choose Edit now check
your campaign time frame, it show as Planned Start date: today’s date
and Planned End date: in 4 month
Afterwards change the status to Release, choose New Status: Released.
In the end choose Save
2. Execute the campaign C/90##-INT-002 for the target group CR010 Phone.

Continued on next page

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Unit 3: Working with Campaigns CR600

Schedule the batch job to be executed immediately. In the End of the

exercise Log Off.
a) In the work area tool bar choose More → Start
b) In the Job Wizard change the Start date to immediately, choose Start:
immediately
Afterwards choose Start again to actual run the Job.
In the End of the exercise choose Log Off.

Task 7:
Optional
1. In the next step, you want to check whether the call list was successfully
transferred to the Interaction Center.
To do this, you log on to the SAP GUI.
Use the following menu path to access the Interaction Center:
SAP Menu: Interaction Center → Supporting Processes → Outbound
Calling → Call List Maintenance
You will find your campaign C/90##-INT-002 with its description 2. Camp.
Group ##.
Here you can maintain call lists. Normally this tasks would be done by an
interaction center manager. The manager would assign an agent or agent
groups and activate the call list for execution.
Assign your user CRM-## as agent to work on the call list. Afterwards you
need to activate the call list .
Click on your campaign with description 2. Camp. Group ##.
Open your campaign details
In Assignment choose Create Assignment and assign your User
CRM-##
Afterwards choose Back and optional activate your call list.
In the Web Client Ui when you log on with the business role: Default IDES
IC AGENTS will find the assigned call list.
Anymore details of the interaction center functions are shown in course
CR410.
a) –

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CR600 Lesson: Campaign Channels and Campaign Execution

Lesson Summary
You should now be able to:
• execute a email campaign

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Unit Summary CR600

Unit Summary
You should now be able to:
• Use the main functions of the Marketing Calendar
• Execute a campaign
• Make the required Customizing settings.
• Assign product to a campaign
• Grant a campaign specific discount
• Partner Function
• Actions
• Backend Integration
• execute a email campaign

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 Unit 4
Segmentation

Unit Overview
Segmentation Overview
• Creating Attributes for Business Partner Segmentation
• Maintaining Data Sources for Segmentation
• Graphical Modeler: Usage, Data Flow, Integration
• Creating Segmentation Basis and perform Deduplication

Unit Objectives
After completing this unit, you will be able to:
• Create marketing attributes and assign them to business partners
• Create data sources and prepare attribute lists
• Perform target group selection using the Segment Builder
• Work with segmentation basis
• Perform deduplication of target groups or a segment model

Unit Contents
Lesson: Marketing Attributes – Data Sources and Attribute Lists ........146
Exercise 8: Segmentation - Marketing Attributes ......................161
Exercise 9: Segmentation - Data Source and Attribute List ..........167
Lesson: Segmentation .........................................................174
Exercise 10: Segmentation - Segment Builder ........................187
Lesson: Segmentation Basis, Depulication and High Volume
Segmentation ....................................................................213
Exercise 11: Segmentation Basis and Deduplication ..................219

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Unit 4: Segmentation CR600

Lesson: Marketing Attributes – Data Sources and

Attribute Lists
Lesson Overview
You want to characterized your business partner by attributes. Therefore your
create Marketing Attributes. Later on you have to define a data source to build
your target group on so that you can initiate your customer segmentation.

Lesson Objectives
After completing this lesson, you will be able to:
• Create marketing attributes and assign them to business partners
• Create data sources and prepare attribute lists

Business Example
In order to address a particular group of customers/prospects with a marketing
activity, you must first define the specific target group. A target group represents a
group of business partners that belong together.
Target groups are usually characterized by the same attributes. Attributes can be
the same hobby, the same regional affiliation, the same amount of money spent
during the last six months, and so on.
Once you have defined the final data sources to build your target group, you can
initiate your customer segmentation.

Figure 49: Data Sources for Segmentation

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Attributes can be created in CRM for marketing purposes, for example “hobbies.”
Related attributes can be combined into attribute sets that will later form the basis
for profile and target group modeling in the Segment Builder. After attributes
are assigned to a business partner, you can maintain these attributes accordingly
and use them for target group selection.
InfoSets are used to access business partner master data (stored for example in
CRM or SAP ERP), which allows you, for example, to select all business partners
with a certain zip code, birthday, or so on. In addition to the InfoSets you create
yourself, SAP provides various InfoSets in the standard delivery, which can be
used for marketing purposes.
BW queries are used to access transactional data stored in SAP BW, for example
“number of purchases per month” or “sales volume.”

Figure 50: Segmentation of Business Partners: Process

To communicate with your customers in a targeted way, you must know who your
customers are, and you must have information on their interests and purchasing
behavior. The existing marketing data on your business partners therefore makes a
valuable contribution when modeling target groups for your marketing activities.
Dividing your customer master into different groups is called customer
segmentation and depends to a great extent on the planned marketing activity. The
segments created can be processed in different ways according to the particular
needs and preferences of the business partners they contain.
You create target groups from a variety of different data sources by combining
selection criteria obtained, for example, from InfoSet queries, SAP BW queries,
business partner master data, and acquired address lists. Target group data can be

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Unit 4: Segmentation CR600

written to SAP BW for later evaluation and to support more effective selection in
future. Target groups may be attached directly to marketing campaigns or used
as additional criteria to apply to product proposals.
From the CRM Marketing Planner, business partners in the target groups can be
contacted by a variety of channels, including SMS, e-mail, and telephone. You
also have the option of contacting target groups directly without reference to
a campaign.

Figure 51: Generating Marketing Attributes for Attribute Sets

Attributes are the criteria you use to distinguish between business partners so as
to facilitate more personalized marketing activities.
Attributes and attribute sets should be used to capture information from customers
that is not typically covered in master data. Typical examples of attribute data
include hobbies, interests, specific questions related to an internet site, and so on.
For those familiar with SAP basis tools, attributes and attribute sets are based on
the classification functionality.
Attributes can be single value or multiple value and can be defined as required
entries.
Attributes can be of format Character, Numeric, Date, Time, or Currency. You can
only enter a description for an attribute value if the attribute is of format Character.
You may enter descriptions in languages other than the logon language, you can
translate all attribute texts.
You can also specify that a given attribute value is to be proposed as a suggested
value by setting the Default Value indicator.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Figure 52: Using Attribute Sets

To create and maintain attribute sets, choose Marketing → Marketing Attributes.

In the Maintain and Assign fields you can indicate whether a user is authorized to
maintain this class or to assign objects to this class. These authorizations must
be defined in the user master record. The authorization objects are BGRKP and
BGRKL, respectively.
If you set the Person indicator, you can maintain the attribute set for business
partners of type Person. This indicator is linked with the Organization indicator. If
both indicators are set, the attribute set can be maintained for persons (Individual
Accounts) and organizations (Cooperate Accounts).
You can enter a territory ID to indicate that the attribute set can only be used for
business partners in that particular territory. A territory can be, for example, a
geographical area,a product line, or a customer, or it can consist of a combination
of these, such as country, state, zip code, and product category.
To display the details of the attributes in the template, select the attribute by
placing your cursor on the relevant line and choosing Display Attribute.
You also have the option to copy attribute sets from one system to another using
the report Transfer of Attribute Sets to Other Systems. You can find this report
in the Easy Access menu under Marketing → Tools → Expert Tools.
You can define “default” attribute sets. They are automatically assigned to newly
created Business Partners.

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Unit 4: Segmentation CR600

Figure 53: Assigning Marketing Attributes to Business Partners

There are several ways of assigning attributes to the relevant business partners:
• Within the Account details, on the Assignment Block Marketing Attributes
you can assign one or more marketing attributes sets to a business partner.
• The report Assignment of an Attribute Value to All Business Partners
in a Target Group enables you to assign a group of business partners (all
members of the specified target group) to an attribute. You can find this
report under SAP GUI Marketing → Tools → Expert Tools.
• In the Web shop , business partners can maintain a customer profile and thus
assign themselves to attribute values. You specify which attributes are shown
in the customer profile maintenance of the corresponding Web shop.

Figure 54: Maintaining Data Sources for Segmentation

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Create data sources

When creating the data sources, you define where the attributes for your attribute
lists come from (Marketing Attributes, SAP Business Warehouse (BW Cube) - the
so called Business Intelligence Cube, InfoSet, External List Management). By
default, no filter dependencies are defined.

Figure 55: Origin Type: Attribute Set

Attribute lists are lists of selection criteria that are used to model marketing
profiles. These selection criteria can derive from one of the following data sources:
• Business partner master data (obtained by means of InfoSet queries)
• Marketing attributes (grouped together as attribute sets)
• Key figures and characteristics from SAP Business Warehouse (SAP BI)
(determination by SAP Business Intelligence Cubes / BW reports)
• External List Management.
Each list is assigned a usage according to how it is used in segmentation
(campaign, product proposal, and so on).
In turn, each attribute in the list is assigned a certain attribute type, to which in
turn a display type is also assigned, with which you define the way in which this
attribute is displayed during segmentation.

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Unit 4: Segmentation CR600

Origin type: External List Management

• RFC destination: Name of the RFC destination where InfoSet is located
• Name of InfoSet: SAP provides InfoSet ELM_INFOSET
• Business partner: For InfoSet ELM_INFOSET, this is field
ELM_INFOSET_STRUCTURE-ITEM_GUID
• Mapping format: SAP provides format 0ELM_I, which matches all the
fields contained in ELM_INFOSET with the business partner structures in
SAP CRM.

Figure 56: InfoSet Queries

The InfoSet can be used to define which database fields from selected tables will
be available to the end user when creating an SAP Query.
SAP supplies standard InfoSets covering many of the queries most useful for
marketing purposes. These InfoSets can be accessed by choosing the input help
for the InfoSet Query field in the transaction for maintaining data sources.
User can also define their own InfoSets (table join, report program) containing a
return field (default: BUT000-PARTNER_GUID) and selection fields.
InfoSets are created in transaction sq02. You select a table from the ABAP
Dictionary containing the table fields you want to access via the table join. Any
InfoSets you create for use in the Segment Builder must be created in a cross-client
work area. Therefore, on the interface for creating InfoSets, you should first
choose Environment → Query Areas, and select Global Area (Cross-Client).
The InfoSet should be constructed so that it contains every field that is required
for selection in the Segment Builder, and these fields only! When you create an
InfoSet, the system displays the InfoSet: Title and Database dialog box. In this
dialog box, ensure that you select the No automatic text recognition field (under
Options) because otherwise, the system will generate the texts for all the fields
in the InfoSet.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Figure 57: How to Use Infosets

Creating InfoSets for SAP Queries (SQ02)

• The InfoSet determines which database fields from selected tables will be
available to the end user when creating an SAP Query.
Optional:
• Define User Groups for SAP Queries (SQ03)
– A user group identifies which system users are authorized to access a
specific functional area. There can be more than one functional area
assigned to a user group.
• Create an SAP Query (SQ01)
– Creating an SAP Query allows you to create listings of database
information on an ad hoc basis. For example, a query can be created
that pulls together a listing of all customers according to their postal
codes.
• Use Query
– The query is available to all users assigned to the user group.

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Unit 4: Segmentation CR600

Figure 58: Definition of Infosets

Technical users (DB administrators, technical consultants) define database joins

required for the selection criteria. Generally, all database tables in CRM are
available for use in creating query selection criteria.
The selection criteria fields and output fields (the business partner GUID field)
are defined as well. These selection fields are what the end user will see when
using the query.
After defining an InfoSet, you maintain data sources in transaction Maintain Data
Sources for the Segment Builder (CRMD_MKTDS).
Business partners can then be selected in the Segment Builder.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Figure 59: Origin Type: InfoSet

Origin Type: InfoSet

• RFC Destination: Name of the RFC destination where InfoSet is located
• Name of InfoSet: Name of InfoSet to be used for target group selection
(depending on defined RFC connection)
• Business Partner: Field in the InfoSet that identifies the business partners to
be returned and written to the target group table in CRM
• Function Module: Name of function module used, where necessary, to
convert the business partner ID returned by the InfoSet into a business
partner GUID
• Sampling InfoSet: To use sampling with InfoSets, a specific sampling Info
Set is needed (for example, CRM_MKTTG_CENTRAL_SMP)
• Sample: Field containing the GUID of a target group to be used as a sample
(for example, CRMD_MKTTG_TG_I-TG_GUID)
• Object: Field in the InfoSet that identifies the objects to be returned and
written to the target group table in CRM
• Partner Function: Field containing the partner function of the object.

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Unit 4: Segmentation CR600

Figure 60: Origin Type: Business Warehouse Cube

Origin Type: Business Warehouse Cube

• Create a data source in SAP CRM that refers to a query already created
in SAP BW
• RFC Destination: Name of the RFC destination where BW query is located
• Name: Name of BW report to be used for target group selection (depending
on defined RFC connection)
• Function Module: Name of function module used, where necessary, to
convert the business partner ID returned by the BI query into a business
partner GUID.
• Business Partner: Field in the BI query that identifies the business partners to
be returned and written to the target group table in CRM. If this field does
not contain the business partner GUID, it must at least be a field from which
the GUID can be read by means of the Post function.
• Description is automatically displayed.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Figure 61: Maintaining Attribute List

Attribute lists are lists of selection criteria that are used to model marketing
profiles. These selection criteria can derive from one of the following data sources:
• Business partner master data (obtained by means of InfoSet queries)
• Marketing attributes (grouped together as attribute sets)
• Key figures and characteristics from SAP NetWeaver Business Intelligence
(SAP BW) (determination by BW reports)
• External List Management.
Each list is assigned a usage according to how it is used in segmentation
(campaign, product proposal, and so on).
In turn, each attribute in the list is assigned a certain attribute type, to which in
turn a display type is also assigned, with which you define the way in which this
attribute is displayed during segmentation.
To create an attribute list, enter a description, segment category, and segment
type for the attribute list. The segment category is used to describe the usage of
an object within the Graphical Modeler. SAP supplies five categories to which
segment types are assigned for display and authorization purposes. You use
segment types to control which users are able to process which objects.
Select Assign Data Source and choose a data source. The name of the data source
then appears below the name of the list. You can add as many data sources to
an attribute list as you require.
In the list of attributes, select those that you want to include by marking the
check boxes.

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Unit 4: Segmentation CR600

Figure 62: Creating Filters for Your Selection

Additionally you can create filters for the attribute list to indicate which attribute
values you want to use for segmentation.
To create a filter for an attribute, right-click on an attribute and choose Create
Filter.
Enter the criterion and a description for the filter. Depending on the type of
attribute, you will either select from values already defined for the attribute (as is
the case for values from attribute sets) or enter your own values.
For attributes deriving from SAP BW cubes or from InfoSets, you can also add
filter conditions that specify the key figure values. In the attribute context menu,
choose Filter conditions and enter the variable name and the corresponding values
that you want to apply. For example, you could specify a certain period and sales
office for the key figure sales volume.
To maintain the properties of an attribute in your list, select the attribute with a
right-click. Here you can also specify an update cycle for your attributes, which
makes it possible to store the determined attribute distributions in a cache for a
freely-definable period of time, thus improving performance.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Figure 63: Copy Assignments of Other Attribute Lists

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Unit 4: Segmentation CR600

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Exercise 8: Segmentation - Marketing

Attributes
Exercise Objectives
After completing this exercise, you will be able to:
• Create attributes and attribute sets.

Business Example
Your company wants to record more information about business partners than
“simple address data”. Especially for marketing purposes, you need information
about buying interests.
So you create a marketing attribute set that contains information about the area
of usage the customer preferred, the user group the customer belongs to, and
the way the customer wants to receive news. Later on, this attribute set will be
used for segmentation.

Task 1:
Log on to the CRM Web client UI, choose Business Role: Marketing Professional
Create a marketing attribute set with three attributes and later on assign this set to
the business partner Sandra ##Turner (## is your group number).
1. Create a new marketing attribute set with three attributes Area of Usage##,
User Group##, Info-Channel##
Navigation Bar Marketing: Create → Marketing Attribute.

Field Description or Value

ID Z_SET_##
Attribute Set Attribute Set ##
Valid for Person (select only Person)

b) Enter the following for Attributes:

Attribute 1:

Attribute Format Entry Required Multi-Val.

Area of usage## Character No
Format

Continued on next page

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Unit 4: Segmentation CR600

Values

ID Values
OF Office
MM Multimedia
IN Internet

Attribute 2:

Attribute Format Entry Required Multi-Val.

User Group## Character No No
Format

Values

ID Values
BG Beginner
AD Advanced User

EX Expert

Attribute 3:

Attribute Format Entry Required Multi-Val.

Info-Channel## Character No No
Format

Values

ID Values
EM E-Mail
TEL Telephone

Continued on next page

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Task 2:
Assign the attribute set Attribute Set ## (Z_SET_##) to business partner Sandra
##Turner. She is interested in Multimedia and Internet topics, regards herself as
an advanced user and would like to be contacted by e-mail.
1. Navigation Bar Accounts & Products: Search → Accounts.
Search for: Individual Accounts
Last Name is ##Turner (remember to replace ## with your Group Number).
In the Assignment Block Marketing Attributes assign your new Attribute Set
Attribute Set ## (Z_SET_##) with the above mentioned values.
2. When you maintain the attribute Area of usage## a new row appears for
that attribute, this does not happen for the attributes Info-Channel## and
User Group##. Why does the new row appear for the attribute? What does
it indicate?
In the end of the exercise, please Log Off from Web Client UI.

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Unit 4: Segmentation CR600

Solution 8: Segmentation - Marketing

Attributes
Task 1:
Log on to the CRM Web client UI, choose Business Role: Marketing Professional
Create a marketing attribute set with three attributes and later on assign this set to
the business partner Sandra ##Turner (## is your group number).
1. Create a new marketing attribute set with three attributes Area of Usage##,
User Group##, Info-Channel##
Navigation Bar Marketing: Create → Marketing Attribute.

Field Description or Value

ID Z_SET_##
Attribute Set Attribute Set ##
Valid for Person (select only Person)

b) Enter the following for Attributes:

Attribute 1:

Attribute Format Entry Required Multi-Val.

Area of usage## Character No
Format

Values

ID Values
OF Office
MM Multimedia
IN Internet

Attribute 2:

Attribute Format Entry Required Multi-Val.

User Group## Character No No
Format

Values
Continued on next page

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

ID Values
BG Beginner
AD Advanced User

EX Expert

Attribute 3:

Attribute Format Entry Required Multi-Val.

Info-Channel## Character No No
Format

Values

ID Values
EM E-Mail
TEL Telephone

a) -
b) Choose ( )Save to save your entries in the end.

Task 2:
Assign the attribute set Attribute Set ## (Z_SET_##) to business partner Sandra
##Turner. She is interested in Multimedia and Internet topics, regards herself as
an advanced user and would like to be contacted by e-mail.
1. Navigation Bar Accounts & Products: Search → Accounts.
Search for: Individual Accounts
Last Name is ##Turner (remember to replace ## with your Group Number).

Continued on next page

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Unit 4: Segmentation CR600

In the Assignment Block Marketing Attributes assign your new Attribute Set
Attribute Set ## (Z_SET_##) with the above mentioned values.
a) Call up the account details of Sandra ##Turner, click on the Hyperlink
Sandra ##Turner
Assignment Block Marketing Attributes
Choose Edit List.
From the ( ) Dropdown List Box select the Attribute Set ##
(Z_SET_##) and choose following the values for the attributes:

Area of usage ##: Multimedia

Area of usage ##: Internet
Info-Channel ##: E-Mail
User Group ##: Advanced User

Choose ( ) Save.
2. When you maintain the attribute Area of usage## a new row appears for
that attribute, this does not happen for the attributes Info-Channel## and
User Group##. Why does the new row appear for the attribute? What does
it indicate?
In the end of the exercise, please Log Off from Web Client UI.
a) A new row appears for an attribute with multi value entries. The
additional row indicates that you could enter another value for the same
attribute. Once you have saved your data the additional rows disappear.
Please Log Off from Web Client UI. Choose Log Off.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Exercise 9: Segmentation - Data Source

and Attribute List
Exercise Objectives
After completing this exercise, you will be able to:
• Create data sources from attribute sets and info sets.

Business Example
Log on to SAP GUI.

Task:
Create data sources and an attribute list for the Segmentation.
1. Create a Data Source for the attribute set Z_SET_##.
Use the SAP GUI and navigate to the Customizing (Transaction SPRO)
IMG: Customer Relationship Management → Marketing → Segmentation
→ General Settings→ Maintain Data Sources and Attribute Lists.
Create a new data source for the Segmentation Object: Business Partner
and Origin Type Attribute Set: for the Attribute Set: Z_SET_##.
2. Create a data source for the InfoSet Birthday.
Create a new data source for the Segmentation Object: Business Partner
and Origin Type: InfoSet: select the InfoSet: CRM_MKTTG_BP_BIRTH-
DATE.. For your new Info Set Birthday change the description to
Birthday_ Gr ##.
3. Create a new Attribute List CR600-List-## for Campaign Execution and
usage Campaign that contains your data sources Birthday _Gr## and
Attribute Set ##.
The following fields/filters should be visible:
For the Attribute Set: Attribute Set ## select all attributes (Area of Usage,
Info-Channel, and User-Group) and make all values of each attribute visible
use Create Filter for each attribute.
For the InfoSet: Birthday _Gr## select the field: Date of Birth and create a
filter for all Business Partners who have Birthday in May.
Create a Filter with filter values:

Continued on next page

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Unit 4: Segmentation CR600

Description: Birthday in May

Short DOB May
Description:
Interval: From 01.05. to 31.05.

Hint: You may have to write the From and To values in a

country-specific format, such as 05/01/ and 05/31/. This depends on
your CRM-## user-specific settings.

Customizing (Transaction SPRO)

IMG: Customer Relationship Management → Marketing → Segmentation
→ → General Settings → Maintain Data Sources and Attribute Lists.
4. Copy all entries of attribute list Z_CR600_Master_List into your list
attribute list CR600_List_##.
For courses in language German please use the master list
Z_CR600_Master_Liste_DE

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Solution 9: Segmentation - Data Source

and Attribute List
Task:
Create data sources and an attribute list for the Segmentation.
1. Create a Data Source for the attribute set Z_SET_##.
Use the SAP GUI and navigate to the Customizing (Transaction SPRO)
IMG: Customer Relationship Management → Marketing → Segmentation
→ General Settings→ Maintain Data Sources and Attribute Lists.
Create a new data source for the Segmentation Object: Business Partner
and Origin Type Attribute Set: for the Attribute Set: Z_SET_##.
a) Choose Create Data Source and make the following entries:

Segmentation Business Partner

Object:
Origin Type: Attribute Set
Attribute Set: Z_SET_## (use the F4-Help to select
Attribute Set Z_SET_##)

Choose Save to save your data source.

2. Create a data source for the InfoSet Birthday.

Continued on next page

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Unit 4: Segmentation CR600

Create a new data source for the Segmentation Object: Business Partner
and Origin Type: InfoSet: select the InfoSet: CRM_MKTTG_BP_BIRTH-
DATE.. For your new Info Set Birthday change the description to
Birthday_ Gr ##.
a) When you have left the transaction call it up again, Customizing
(Transaction SPRO)
IMG: Customer Relationship Management → Marketing →
Segmentation → General Settings → Maintain Data Sources and
Attribute Lists
Choose Create Data Source and make the following entries:
Segmentation Object: Business Partner
Origin Type:: Info Set
Info Set:: CRM_MKTTG_BP_BIRTHDATE (use the F4-Help to
select it)
Description: Birthday_ Gr##
Business Partner field: CRMT_MKTTG_IS_BIRTHDATE-
PARTNER_GUID (use the F4-Help to select it)
Choose Save to save your data source.
3. Create a new Attribute List CR600-List-## for Campaign Execution and
usage Campaign that contains your data sources Birthday _Gr## and
Attribute Set ##.
The following fields/filters should be visible:
For the Attribute Set: Attribute Set ## select all attributes (Area of Usage,
Info-Channel, and User-Group) and make all values of each attribute visible
use Create Filter for each attribute.
For the InfoSet: Birthday _Gr## select the field: Date of Birth and create a
filter for all Business Partners who have Birthday in May.
Create a Filter with filter values:

Description: Birthday in May

Short DOB May
Description:
Interval: From 01.05. to 31.05.

Hint: You may have to write the From and To values in a

country-specific format, such as 05/01/ and 05/31/. This depends on
your CRM-## user-specific settings.

Continued on next page

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Customizing (Transaction SPRO)

IMG: Customer Relationship Management → Marketing → Segmentation
→ → General Settings → Maintain Data Sources and Attribute Lists.
a) Choose Create Attribute List.

Description: CR600_List_##
Category: Campaign Execution
Usage ID: Campaign (select it from the drop down list box)
Segmenta- Business Partners or Relationships
tion Object:

Choose Save to continue.

Select Assign Data Source.
Choose Attribute Set ## and confirm with Continue (Enter).
Choose Assign Data Source again.
Choose Info Set Birthday_ Gr ## and confirm with Continue
(Enter).
choose Save to save your attribute list.
Now you can see both data sources in your list.
Expand both the entries to see the attributes of the data sources.
To create filters for the attribute set’s attributes, mark them and select
the Filter button. Mark all the possible filters and confirm them
with Enter.
For the Attribute Set: Attribute Set ## select all attributes (Area of
Usage, Info-Channel, and User-Group) . Afterwards make all values of
each attribute visible by choosing Create Filter and select all filter
values of each attribute confirm it each time with Continue (Enter).
In the end, choose Save to save your attribute list.
For the InfoSet: Birthday _Gr## select the field: Date of birth and
create a filter for all Business Partners who have Birthday in May.
For the field Date of Birth create a filter, click with the right mouse
button on Date of Birth and choose Create Filter.

Description Birthday in May

Short DOB May
Description
Continued on next page

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Unit 4: Segmentation CR600

Criterion Interval
From 01.05.
To 31.05.

(You may have to write the From and To values in a country-specific

format, such as 05/01/ and 05/31/. This depends on your CRM-##
user-specific settings.)
Confirm your entry with Continue (Enter).
In the end, choose Save to save your attribute list.
4. Copy all entries of attribute list Z_CR600_Master_List into your list
attribute list CR600_List_##.
For courses in language German please use the master list
Z_CR600_Master_Liste_DE
a) Open your newly created attribute list CR600_List_## again if you
have closed it.
Choose Copy Assignment. (If you experience a red light, please
ignore it for a moment, it is gone when you save your list again.)
A window opens up.
Expand the entry Z_CR600_Master_List and mark both entries (use
the CTRL key to mark both at the same time) and choose Continue
(Enter).
For courses in language German please use the master list
Z_CR600_Master_Liste_DE.
To copy the attributes to your attribute list, choose Continue.
Choose Save to save your attribute list.
Result: There are two more entries in your list: Sports for CR600
(Sport for CR600) and BP Address (business partner address data).
Both the entries already contain filters.

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CR600 Lesson: Marketing Attributes – Data Sources and Attribute Lists

Lesson Summary
You should now be able to:
• Create marketing attributes and assign them to business partners
• Create data sources and prepare attribute lists

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Unit 4: Segmentation CR600

Lesson: Segmentation

Lesson Overview
You want to address a particular group of customers therefore you want to create a
target group. With the help of the Segment Builder a graphical modeler which is
used as segmentation applet you can combine the relevant attributes and model the
Segment and in the end gain the necessary target group.

Lesson Objectives
After completing this lesson, you will be able to:
• Perform target group selection using the Segment Builder

Business Example
In order to address a particular group of customers/prospects with a marketing
activity, you must first define the specific target group. A target group represents a
group of business partners that belong together.
Target groups are usually characterized by the same attribute. Attributes can be
the same hobby, the same regional affiliation, the same amount of money spend
during the last six month, and so on.
Once you have defined the final data sources to build your target group, you can
initiate your segmentation.

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CR600 Lesson: Segmentation

Segmentation

Figure 64: Segment: Features

The Segment is used for the creation of target groups with a particular marketing
aim in mind.
Segmentation Model – Segmentation Builder
• The Segmentation Model as segment builder is designed around two specific
types of roles. The database specialist who is responsible for making the
necessary selection criteria available, combining the relevant attributes into
lists that appear in the Segment Builder; and the marketer who uses this
data to model segments.
Marketers are interested in the response rates of target groups at every stage during
and after a campaign. They focus on business goals and:
• Become comfortable with technology out of necessity
• Think all day about increasing market share
• Focus on creative and analytical activities that will improve business.
Technologists focus on data and analysis and:
• Become comfortable with marketing out of necessity
• Think about databases all day
• Know SQL or other scripting languages.

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Unit 4: Segmentation CR600

Figure 65: Segmentation Model - Segment Builder

Segment Builder
• A separate graphical segmentation interface is available for modeling
segments.
• You have set up an attribute list containing all the attributes required for
segmentation modeling.
• You have made the Customizing settings for how the distribution of attributes
is to be represented in the detail area of the segment builder (pie chart, bar
chart, and so on).
• You can find these settings in Customizing for Customer Relationship
Management, by choosing Marketing Segmentation Define Attribute Types
and Assign Attribute Types to Display Types.

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CR600 Lesson: Segmentation

Figure 66: User Settings for Segmentation

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Unit 4: Segmentation CR600

Personalization Settings / User Settings for Segmentation

• Before you begin modeling Segments and target groups, it is important that
you maintain your user settings for segmentation. These settings control for
example how counting operations are performed and on which objects.
•
Note: Note that these settings are not directly visible to you once
you begin segmentation. It is therefore advisable to check the
settings before starting segmentation.

• These settings include determining:

– Which default usage is selected when creating a segment
– Whether an attribute list is opened when starting segmentation (and if
so which one)
– Which segmentation basis is used and whether this segmentation basis
is valid for the segment members or their relationships
– Whether the number of business partners matching a Segment is to
be automatically counted or not
– How many business partners are initially displayed when you display a
target group
– Whether the system automatically saves the changes you make during
segmentation. When you leave the transaction, you will no longer be
prompted to save your data
– Whether the changes that you make to a target group (adding/deletion
of business partners) are retained or overwritten when the target group
is generated again.

Figure 67: Segmentation Model, Segment and Target Groups

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CR600 Lesson: Segmentation

Segmentation Model:
• Sets without assigned Segments or target groups are possible.
• Subsets within a set are possible.
Segment:
• A segment cannot be assigned to different Segmentation Models.
• Segments without assigned target groups are possible.
• A Segment cannot be reassigned from one set to another (it must be created
by copying).
Target group
• A target group must not be reassigned from one set or Segment to another.
• Target groups cannot be used for Campaign (Marketing Projects) unless
they are active.
If a target group is attached to the segment, this will be indicated by the target
group icon, which appears over the Segment icon.
Target groups cannot be used form campaign execution unless they are active. The
dartboard icon marks an active target group.

Figure 68: Segmentation Model acts as a Folder

A Segmentation model (A) consists of marketing segments and target group, and
other Segment (B) (referred to as subsets).
In the Segment Builder, the segmentation model act as folders grouping together
the marketing objects segment, target group, and subset (Segment B).
Where a segmentation model is to be interpreted as a subset, it is used to create
the logical OR relationship for creating target groups.

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Unit 4: Segmentation CR600

Segments are created using selection criteria linked together with a logical AND.
The logical OR that may be needed is created by combining multiple Segments (or
target groups) to form a subset.
This subset (Segmentation model B) can be interpreted as a union of the Segments
(or target groups) it contains. If, to enable further processing of the subset, a
corresponding target group is created (referencing the subset and not a Segment),
this target group contains the union of the business partners contained in this
subset (that is, duplicates are removed).
In terms of Segments, the subset therefore represents the logical OR; in terms of
target groups, it represents the duplicate-free union of the business partners.
You can create a subset for a Segment, but you cannot create another subset for
this subset. In this sense, no more than two levels can be created.

Figure 69: Segmentation: Keep, Exclude and Split

Attributes are combined together to form attribute sets, on the basis of which
customer segments are created.

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CR600 Lesson: Segmentation

The graphic above illustrates the three possibilities open to you, using the Split,
Keep, and Exclude functions in the Segment Builder.
• You can access each function by dragging the relevant attribute(s) from
the component area to the Segmentation Area. As soon as your cursor is
positioned over an existing Segment, the functions Split, Keep, and Exclude
can be selected by placing your cursor on the appropriate function and
releasing the mouse button.
• Each segment must belong to a segmentation model.
• A segment can belong to only one Segment set.
• A segment can exist without any target group assigned to it.
• No more than one target group can be assigned to a segment.
• For a given segment, no more than one target group can have the status active.
• You cannot move segments from one segment to another; however, you
can copy existing segments.

Figure 70: “Or ” Segmentation

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Unit 4: Segmentation CR600

You have the option to do a preselection before you combine attributes of an

attribute list or across attribute lists.
• Using “ OR selection within an Attribute”
For a multi-value attribute you can decide to combine the attribute values
with And or Or. Attribute Sport can have multi values like Skiing or Fitness
Center. When you select the Attribute Sports the system automatically
suggests the AND-OR combination. Now you can select your combination
for example all business partners who like to go to a Fitness Center or like
skiing. Any duplicates would be identified automatically .
• “OR selection Across Attributes ”
You can decide to combine attribute values from different attributes with
“OR”.
You want to select all Persons who have Birthday in June OR like to go
Skiing.
To combine the attributes you first build a segment or for each attribute.
Later on you merge the segments by dropping them on top of each other.
This way you receive on segment Persons who have Birthday in June OR
like to go Skiing. You continue with this combined segment. Any duplicates
would be identified automatically. Optional it is possible to merge the
different target groups as well. This is covered later on.

Figure 71: Target Groups: Post-Processing

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CR600 Lesson: Segmentation

Post-Processing of a Target Group

Within the Segment Builder you can reduce and split a target group
Having created a target group, you may decide that it contains too many business
partners and that you need to reduce its size. For example, budgetary constraints
might mean that you cannot afford to contact every business partner in the target
group. To avoid having to remodel the relevant Segment(s), you can use the
reduce function to lower the number of business partners by means of a simple
algorithm. The rules by which target groups may be reduced or split are specified
in Customizing
Within Target Group Details you can merge, intersect or remove functionality
for a target group
In addition, merge, intersect, and remove functions are also available to enable
you to add the business partners in a given target group to those in another (using
the merge function). Here, a new target group is created containing the business
partners in both target groups. You can combine two target groups into one (using
the intersect function). In this case, a new target group is created containing only
those business partners that belong to both target groups. Business partners can
be removed from one target group and put into another. To do so, drag one target
group to another and choose Remove from the context menu.
• Using the “merge” function: You can add the business partners in one
target group to another target group.
• Using the “intersect” function: Two target groups can be combined to
receive the intersection value of the two. In this case, a new target group is
created containing only those business partners that belong to both target
groups.
• Using the “remove” function: You can remove the business partners in one
target group from another target group.
When using the target group options merge, intersect or remove you combine a
“pair”to a new target group. Any duplicates will be identified automatically .
When you want to combine several target groups to a new one you need to
consolidate the target groups. You find this option under Morein the work area
toolbar of the segment builder. As before any duplicates will be identified
automatically .

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Unit 4: Segmentation CR600

Figure 72: Statuses for Target Groups

Figure 73: Maximum Limit Cut

Define Rules for Processing Target Groups

In this activity, you define the rules to be used when splitting or reducing target
groups in the Segment Builder.
The rule you use determines by what method the target group is reduced in size
(for example, “remove every tenth business partner”) or split (for example, “split
into two groups by random entry”).
Example

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CR600 Lesson: Segmentation

Assume you want to split a target group containing 15 business partners into
three target groups TG 1, TG 2, and TG 3. According to the method chosen, the
business partners would be assigned to the target groups as follows:
First Entries
The first five business partners in the list are assigned to TG 1, the next five to
TG 2, the final five to TG 3.
Last Entries
The first five business partner in the list are assigned to TG 3, the next five to
TG 2, the final five to TG 1.
Even Distribution
Each BP (business partner) is assigned to a target group in sequence, for example
BP 1 to TG 3, BP 2 to TG 2, BP 3 to TG 1, BP4 to TG 3, BP 5 to TG 2, BP
6 to TG 1, and so on.
Random Distribution
Each business partner is assigned to a target group at random.

Note: Ensure that when entering the split ratios, the values add up to the
number of business partners in the target group (assuming an absolute
value) or up to 100 (if using a percentage-based rule).
The segment category determines which rules can be used for which target
groups. For example, rules of segment category Campaign Execution can
be applied only to target groups of this same category.

Default Settings
For target groups, SAP supplies rule numbers 01 → 08, with the corresponding
function modules CRM_MKTTG_RUL001 → CRM_MKTTG_RUL008.
The namespace AAAA → ZZZZ is reserved for your own rules (using your own
function modules as necessary).

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Unit 4: Segmentation CR600

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CR600 Lesson: Segmentation

Exercise 10: Segmentation - Segment

Builder
Exercise Objectives
After completing this exercise, you will be able to:
• Perform segmentation
• Use the Segment Builder.

Business Example
Log on to the CRM Web Client UI, choose Business Role Marketing
Professional.

Task 1:
Now you want to get familiar with the segmentation itself and the Segment
Builder. Find out how to create segmentation models, segments and target groups.
1. Create a target group with all people who are born in May, like skiing,
and like to receive information by e-mail. To do so you have to create a
segmentation model with a segment first.
Navigation Bar Marketing: Create → Segment
Create a new Segmentation Model ZS##_1 for Segmentation Object:
Business Partnes or Relationships and Usage: Campaign
2. First, personalize the Settings of the Segment Builder. Choose More →
Settings and within the Classic Segm. select “Count Hits Automatically”.
With the help of this function you have a “preview count” of how many
business partners would be in your target group.
3. Now you want to create a segment by combining the attributes.
Select your Attribute List CR600_List_## and copy the attributes using
drag and drop
- All business partners who are born in May
- All business partners who like skiing
- All business partners who like to receive information by E-Mail.
The attribute selection and combination should be done so that in the end
you have all people who are born in May and who like skiing and who like
to receive information by E-Mail.
Optional task:

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Unit 4: Segmentation CR600

Within the segment builder you want to see every segmentation step. You
want to view the so called “Waterfall Approach”.

Hint: In order to see every segmentation step in the Segmentation

area pull the segment for every step. This way you get to see

a “Filter” for every segmentation step and you receive a

visualization of your segmentation.

First select the Attribute Date of Birth and pull the filter Birthday in May
into the Segmentation area with drag and drop.
Afterwards continue to segment with the Attribute Sports in CR600 and the
attribute value Skiing and next continue with the Attribute Info-Channel
and value E-Mail.
Note the number of business partners after each segmentation step:

Attribute Values
Birthday in May
Birthday in May and Skiing
Birthday in May, Skiing
and E-Mail

4. What is the description of your segment after the selection? .

Hint: Use the Edit

5. Define a Target Group for your segment ZG##_1.

Hint: Use segment menu (= Options).

What is the name of your newly created target group?

Change the name of your target group to ZG##_1.
Don’t forget to save.
6. You have not yet “build” the target group. At the moment you cannot see the
actual member of your defined target group. You have to generate the target
group first. In the Job Wizard window start the job Immediately.
Afterwards have a look at the target group details which person is listed in
the target group member list?

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CR600 Lesson: Segmentation

Take a look a the segmentation model as a “Folder”. Choose within the

target group the hyperlink of the segmentation model ZS##_1. Now you
can see the whole steps, segmentation model, the segments it is based on
and the target group.

Task 2:
Now you want to take a closer look at the segmentation option. You want to get
familiar with the “OR-Combination” and later on with the personalized filter
option for segmentation.
1. You want to test the effect of the “OR-AND” Combination within an
attribute. In order to see the effect please assign the attribute set Attribute
Set ## (Z_SET_##) to business partner Adam Adams##. All you know is
that he is interested in Multimedia topics and regards himself as an Expert.
Navigation Bar Accounts & Products: Search → Accounts.
Search for: Individual Accounts
Last Name is Adams## (remember to replace ## with your Group Number).
Fist Name is Adam
In the Assignment Block Marketing Attributes assign your new Attribute
Set Attribute Set ## (Z_SET_##) with attribute Area of Usage ## and
assign the attribute value Multimedia and User Group ##: and assign the
attribute value Expert.

2. Create another segmentation model ZS##_2 for a different segment. Use

your Attribute List CR600_List_## for the segmentation.
In the end you want to have a target group of all Business Partners who
are considered as (Expert or Advanced User) and that use their notebooks
for the Internet.
First create a segment of all Business Partner that are considered as Expert
or Advanced Users. How many Business Partners do you receive?
Continue your segmentation, you have already selected all Business Partners
(Expert OR Advanced User), now combine your segment with “and”,
select and add the Attribute Area of Usage ## value Internet accordingly.
How many Business Partner do you receive now? Who is that Business
Partner ##Turner or Adams##? Build a the target group ZG##_2 for your
segment.
3. Create another segmentation model ZS##_3 for a different target group. Use
the Segment Builder again for segmentation but this time you want to create
a personalized filter Birthday in June for the attribute Date of Birth .
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Unit 4: Segmentation CR600

Navigation Bar Marketing: Create → Segment

Create a new Segmentation Model ZS##_3 for Segmentation Object:
Business Partner and Usage: Campaign
Within the Segment Builder select your Attribute List CR600_List_## and
create a personalized filter for all people who have birthday in June.
Create a Personalized Filter with the filter values:
Description: Birthday in June
Interval: From June 1st to June 30

Note: Beware of the date format (01.06. or 06/01) for the filter
birthday depending on your CRM-User settings.

Create a segment of all persons who have Birthday in June. How many
Persons have Birthday in June? Note the number and write it down.
4. In the end you want to receive a Target Group ZG##_3 of all people whose
Birthday is in June OR that are (Advanced Users or Experts). How many
persons are in your target group?
Within the segmentation model ZS##_3 you have already a segment for all
Business Partners whose Birthday is in June.
Now create within the segmentation model ZS##_3 an other segment of all
Business Partner who regard themselves as Advanced Users or Experts. Do
it likewise as in the task before. In the end you should have two segments of
different attributes with your segmentation model ZS##_3
In order to combine the attributes Birthday in June and (Advanced Users or
Experts) you have to drop the segments on top of each other and choose the
segmentation operation MERGE. The segmentation operation MERGE
represents the “OR” combination. After doing so you receive one segment
Birthday in June OR (Advanced Users or Experts).
Create a Target Group ZG##_3 for your segment.
5. Create a Saved Search for your segmentation models. Choose suitable
Search criteria so you can easily find your segmentation models.

Task 3:
You want to take a look at the options for further processing of a target group.
1. What option do you have for further processing a target group? Describe
the options.
2. You want to combine your target group ZG##_1 with the target group
CR010 Phone with ID 29.

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CR600 Lesson: Segmentation

This time you want to use the Favorites function within the segment builder.
Open the segmentation model ZS##_1 for editing. Now search for the target
group CR010 Phone by using the Segment Search of the Segment Builder.
In the Selection Area of the Segment Builder choose Segments and search
for the target group CR010 Phone with ID 29. In the search result you will
find CR010 Phone three times, as segmentation model, segment and target

group. Pick the Target Group CR010 Phone with ID 29 and drop
it into the Favorites.
Afterwards drag it into segmentation model ZS##_1 and drop right on the
target group ZG##_1.
Choose Merge to combine the two target groups into a new one. What is the
name of the new target group? Edit it and change the name to ZG##_1A ,
finally generate it. How many Business Partner belong to the new target
group?
3. You want get familiar with the further processing option of a target group.
What options are there for further processing a target group by using the
Options menu within the segment builder?
In order to answer the question call up the target group ZG##_3 of the
segmentation model ZS##_3.
You have decided to use the reduce of the size your target group ZG##_3.
Call up your segmentation model ZS##_3 and edit segmentation model.
Within the Segment Builder view you find your shortly created target group
ZG##_3. It is of size 75. You want to reduce the absolute number of it to
50. The reduction should be random. Reduce your target group ZG##_3
accordingly.

Task 4:
You want reuse existing target groups and use them in a new segmentation model.
In addition to this you want to manually create target groups.
1. You want to copy an existing target group into a new segmentation model.
Therefore create a new segmentation model ZS##-CA.
Now use selection area of the segment builder to search for Segments. Search
for the already existing target group CR600 TG Event Invitation ## copy it
by simply dragging and dropping it into the segmentation model ZS##-CA.

Hint: Click on the target group symbol and hold it while

doing drag and drop. Drop it anywhere in the segment builder.
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Unit 4: Segmentation CR600

Afterwards rename the copied target group into ZG##-CA-Invitation.

In addition to your target group ZG##-Invitation you want to have a second
target ZG##-CA-Reminder in your segmentation model ZS##-CA. Use
the search for segments again and search for the target group CR600 TG
Reminder ##, copy it into the segmentation model too. Afterwards rename
the copied target group into ZG##-CA-Reminder.
Now you should have one segmentation model ZS##-CA with two target
groups ZG##-CA-Reminder and ZG##-CA-Invitation in it. Later on in the
course you will use these target groups in the unit campaign automation.
2. In Order to be prepared for the campaign automation process you want to
manually create two empty target groups ZG##-CA-Yes and ZG##-CA-No
with in your segmentation model ZS##-CA.
This time no Business Partner should be in your target groups. They will be
filled automatically later on.

Hint: Choose in the Segment Builder Toolbar: More and choose

More → Manual Target Group

Afterwards change the name of the target group to ZG##-CA-Yes. Do it

accordingly for the second “empty” Target group to ZG##-CA-No.
Now you should have one segmentation model ZS##-CA with four target
groups ZG##-CA-Reminder and ZG##-CA-Invitation, ZG##-CA-Yes and
ZG##-CA-No in it. Later on in the course you will use these target groups in
the unit campaign automation.

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CR600 Lesson: Segmentation

Solution 10: Segmentation - Segment

Builder
Task 1:
Now you want to get familiar with the segmentation itself and the Segment
Builder. Find out how to create segmentation models, segments and target groups.
1. Create a target group with all people who are born in May, like skiing,
and like to receive information by e-mail. To do so you have to create a
segmentation model with a segment first.
Navigation Bar Marketing: Create → Segment
Create a new Segmentation Model ZS##_1 for Segmentation Object:
Business Partnes or Relationships and Usage: Campaign
a) Navigation Bar Marketing: Create → Segment

Create New Model:

Description: ZS##_1
Segmentation Business Partnes or Relationships
Object:
Usage: Campaign

choose OK
2. First, personalize the Settings of the Segment Builder. Choose More →
Settings and within the Classic Segm. select “Count Hits Automatically”.
With the help of this function you have a “preview count” of how many
business partners would be in your target group.
a) Choose More → Settings:
Classic Segm.
General select Count Hits Automatically.
Confirm it with OK.
3. Now you want to create a segment by combining the attributes.
Select your Attribute List CR600_List_## and copy the attributes using
drag and drop
- All business partners who are born in May
- All business partners who like skiing

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Unit 4: Segmentation CR600

- All business partners who like to receive information by E-Mail.

The attribute selection and combination should be done so that in the end
you have all people who are born in May and who like skiing and who like
to receive information by E-Mail.
Optional task:
Within the segment builder you want to see every segmentation step. You
want to view the so called “Waterfall Approach”.

Hint: In order to see every segmentation step in the Segmentation

area pull the segment for every step. This way you get to see

a “Filter” for every segmentation step and you receive a

visualization of your segmentation.

First select the Attribute Date of Birth and pull the filter Birthday in May
into the Segmentation area with drag and drop.
Afterwards continue to segment with the Attribute Sports in CR600 and the
attribute value Skiing and next continue with the Attribute Info-Channel
and value E-Mail.
Note the number of business partners after each segmentation step:

Attribute Values
Birthday in May
Birthday in May and Skiing
Birthday in May, Skiing
and E-Mail

a) As Attribute List select your Attribute List CR600_List_## in the

Dropdown List Box for Attribute Lists.
b) Select the Attribute Date of Birthday and pull the filter Birthday in
May into the Segmentation area with drag and drop. Drop the attribute

with Keep on the segmentation basis.

About 198 business partners have birthdays in May. (This number
might be higher or lower if there were changes in the master data.)

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CR600 Lesson: Segmentation

Optional: pull your filter step

Hint: Simply copy the symbol using drag and drop

Segment and a symbol Filter appears

Now select the Attribute Sports in CR600 and pull the filter Skiing
into the Segmentation area with drag and drop. Drop the attribute with
Keep on the segment with attribute Birthday in May.
37 people have birthday in May and like skiing.
Optional task: pull your filter step again.

Hint: Simply drag and drop the symbol “Segment” and

the “Filter” appears

Afterwards select the Attribute Info Channel ## and pull the filter
E-Mail into the Segmentation area with drag and drop. Drop the
attribute with Keep on the segment with attribute Birthday in May
(...), Skiing.
Only 1 business partner is counted.
Note the number of business partners after each segmentation step:

Attribute Values
Birthday in May About 198
Birthday in May and Skiing 37

Birthday in May, Skiing and 1

E-Mail

4. What is the description of your segment after the selection? .

Hint: Use the Edit

a) Click the segment and open the Edit for the segment.
The segment description is: Birthday in May, Skiing, E-Mail, these
are the filter of the selected attributes.

Continued on next page

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Unit 4: Segmentation CR600

5. Define a Target Group for your segment ZG##_1.

Hint: Use segment menu (= Options).

What is the name of your newly created target group?

Change the name of your target group to ZG##_1.
Don’t forget to save.
a) Open the menu for the segment and select in the Options Menu:
Define Target Group .

A small target symbol on the segment displays the active target

group.
Choose ( ) Save your target group.
What is the name of your newly created target group?
Click Edit for your target group. The target group name is the same as
the segment, so just named like the chosen attributes.
Now Click Edit and change the Properties the description of the target
group to ZG##_1.
Choose ( ) Save your target group to ZG##_1
6. You have not yet “build” the target group. At the moment you cannot see the
actual member of your defined target group. You have to generate the target
group first. In the Job Wizard window start the job Immediately.
Afterwards have a look at the target group details which person is listed in
the target group member list?

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CR600 Lesson: Segmentation

Take a look a the segmentation model as a “Folder”. Choose within the

target group the hyperlink of the segmentation model ZS##_1. Now you
can see the whole steps, segmentation model, the segments it is based on
and the target group.
a) You have not yet “build” the target group. At the moment you cannot
see the actual member of your defined target group. You have to
generate your target group first.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
b) Within the Segment Builder you cannot see who the selected business
partner actually is. You do not see the person's name and Business
Partner number.
In order to see the details of the Target Group ZG##_1, click on the
Hyperlink of target group ZG##_1.
With in Target Group Member List you have the list of business
partners of your target group. In this case it should be Sandra ##Turner.
c) Take a look a the segmentation model as a “Folder”. Choose within the
target group the Hyperlink of the segmentation model ZS##_1.
Now you can see the whole steps, segmentation model ZS##_1,
the segments it is based on: Birthday in May, Skiing, E-Mail
and the target group ZG##_1.

Task 2:
Now you want to take a closer look at the segmentation option. You want to get
familiar with the “OR-Combination” and later on with the personalized filter
option for segmentation.
1. You want to test the effect of the “OR-AND” Combination within an
attribute. In order to see the effect please assign the attribute set Attribute
Set ## (Z_SET_##) to business partner Adam Adams##. All you know is
that he is interested in Multimedia topics and regards himself as an Expert.
Navigation Bar Accounts & Products: Search → Accounts.
Search for: Individual Accounts
Last Name is Adams## (remember to replace ## with your Group Number).
Fist Name is Adam

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Unit 4: Segmentation CR600

In the Assignment Block Marketing Attributes assign your new Attribute

Set Attribute Set ## (Z_SET_##) with attribute Area of Usage ## and
assign the attribute value Multimedia and User Group ##: and assign the
attribute value Expert.

a) Navigation Bar Accounts & Products: Search → Accounts.

Search for: Individual Accounts
Last Name is Adams## (remember to replace ## with your Group
Number).
Fist Name is Adam.
Call up the account details of Adam Adams##, click on the Hyperlink
Adam Adams##
Assignment Block Marketing Attributes
Choose Edit List.
From the ( ) Dropdown List Box select the Attribute Set ##
(Z_SET_##) and choose the following values for the attributes:

Area of usage ##: Multimedia

User Group ##: Expert

Choose ( ) Save.
2. Create another segmentation model ZS##_2 for a different segment. Use
your Attribute List CR600_List_## for the segmentation.
In the end you want to have a target group of all Business Partners who
are considered as (Expert or Advanced User) and that use their notebooks
for the Internet.
First create a segment of all Business Partner that are considered as Expert
or Advanced Users. How many Business Partners do you receive?
Continue your segmentation, you have already selected all Business Partners
(Expert OR Advanced User), now combine your segment with “and”,
select and add the Attribute Area of Usage ## value Internet accordingly.
How many Business Partner do you receive now? Who is that Business
Partner ##Turner or Adams##? Build a the target group ZG##_2 for your
segment.
a) Navigation Bar Marketing: Create → Segment

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CR600 Lesson: Segmentation

Create New Model:

Description: ZS##_2
Segmentation Business Partner
Object:
Usage: Campaign

choose OK
b) Within the Segment Builder select your Attribute List CR600_List_##.
Open the attribute User Group ## so you can see all values of it and
create a filter.
Open he ( ) Dropdown List Box of the Attribute Set ## (Z_SET_##)
and select both values for the attributes:

User Group ##: Advanced User

User Group ##: Expert

Mark both values with the help of the Ctrl-Key of your keyboard. This
way both attribute values are highlighted. While the values are still
highlight, the “ADD-OR” selection option appears, select OR.
Pull the attribute values Expert or Advanced User into the
Segmentation area with drag and drop. Drop the attribute with Keep

on the segmentation basis.

How many Business Partner do you receive? At the moment there are
two Business Partners in your segment.
c) Now combine your segment with “and” select and add the Attribute
Area of Usage ## value Internet accordingly.
Select the Attribute Area of Usage ## and pull the filter Internet into
the Segmentation area with drag and drop. Drop the attribute with

Keep on the segment with attribute (Expert or Advanced User).

How many do you receive now?

Now your segment description is (Advanced User OR Expert),

Internet and there is one Business Partner left.

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Unit 4: Segmentation CR600

In order to answer the question who is that Business Partner ##Turner

or Adams## you have to create a target group.
d) Open the menu for the segment and select in the Options Menu:
Define Target Group .

A small target symbol on the segment displays the active target

group.
Choose ( ) Save your target group.
Change the name of the target group, click Edit for your target group.
The target group name is the same as the segment, so just named like
the chosen attributes. Change the description of the target group to
ZG##_2.
Choose OK.
Choose ( ) Save.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
When the job has finished, click on the Hyperlink of your Target Group
ZG##_2.
Sandra ##Turner is the Business Partner because only she has the
attribute Area of Usage: Internet selected and regards herself as an
Advanced User.

Note: The result would have been different if you have

combined the attribute Area of Usage with or within an
attribute. You would have received a target group of all
Business Partners (Expert OR Advanced User) AND (Internet
OR Multimedia)

3. Create another segmentation model ZS##_3 for a different target group. Use
the Segment Builder again for segmentation but this time you want to create
a personalized filter Birthday in June for the attribute Date of Birth .
Navigation Bar Marketing: Create → Segment
Create a new Segmentation Model ZS##_3 for Segmentation Object:
Business Partner and Usage: Campaign
Within the Segment Builder select your Attribute List CR600_List_## and
create a personalized filter for all people who have birthday in June.
Create a Personalized Filter with the filter values:
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CR600 Lesson: Segmentation

Description: Birthday in June

Interval: From June 1st to June 30

Note: Beware of the date format (01.06. or 06/01) for the filter
birthday depending on your CRM-User settings.

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Unit 4: Segmentation CR600

Create a segment of all persons who have Birthday in June. How many
Persons have Birthday in June? Note the number and write it down.
a) Navigation Bar Marketing: Create → Segmentl

Create New Model:

Description: ZS##_3
Segmentation Object: Business Partnes or
Relationships
Usage: Campaign

choose OK
Within the Segment Builder select your Attribute List CR600_List_##
and create a personalized filter for all people who were born in June.
Select your Attribute List CR600_List_## and for the attribute Date of
Birth create a new filter.
To create a new filter for the attribute Date of Birth choose Edit Filter
and select Create/Maintain/Delete Filter.
Within the “view” Create/Maintain/Delete Filter choose New
and enter the filter data:

Description Birthday in June

Operator select Interval
Value 1 01.06.
Value 2 30.06.

Choose OK in the end.

Create a segment of all persons who have Birthday in June. How many
Persons have Birthday in June?
Select the Attribute Date of Birthday and pull the filter Birthday in
June into the Segmentation area with drag and drop. Drop the attribute
with Keep on the segment. Save your segment.
Note the number.
About 73 persons have birthday in June (the number might be higher or
lower according to system changes).

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CR600 Lesson: Segmentation

4. In the end you want to receive a Target Group ZG##_3 of all people whose
Birthday is in June OR that are (Advanced Users or Experts). How many
persons are in your target group?
Within the segmentation model ZS##_3 you have already a segment for all
Business Partners whose Birthday is in June.
Now create within the segmentation model ZS##_3 an other segment of all
Business Partner who regard themselves as Advanced Users or Experts. Do
it likewise as in the task before. In the end you should have two segments of
different attributes with your segmentation model ZS##_3
In order to combine the attributes Birthday in June and (Advanced Users or
Experts) you have to drop the segments on top of each other and choose the
segmentation operation MERGE. The segmentation operation MERGE
represents the “OR” combination. After doing so you receive one segment
Birthday in June OR (Advanced Users or Experts).
Create a Target Group ZG##_3 for your segment.
a) Within the segmentation model ZS##_3 you have already a segment for
all Business Partners whose Birthday is in June.
Create another segment within the segmentation model ZS##_3
likewise as you have done it before.
Within the Segment Builder select your Attribute List CR600_List_##.
Open the attribute User Group ## so you can see all values of it. and
create a filter.
Open he ( ) Dropdown List Box of the Attribute Set ## (Z_SET_##)
and select the following values:

User Group ##: Advanced User

User Group ##: Expert

Mark both values with the help of the Ctrl-Key of your keyboard.
This way both attribute values get highlight. While the values are still
highlight, the “ADD-OR” selection option appears, select OR.
Pull the attribute values Expert or Advanced User into the
Segmentation area with drag and drop. Drop the attribute with Keep

on the segmentation basis.

Now you should have two segments of different attributes with your
segmentation model ZS##_3. These segments are not combined yet.

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Unit 4: Segmentation CR600

b) In order to combine the attributes Birthday in June and (Advanced

Users or Experts) you have to drop the segments on top of each other
and choose the segmentation operation MERGE. The segmentation
operation MERGE represents the “OR” combination. After doing so
you receive one segment Birthday in June OR (Advanced Users or
Experts).
Simply drag on drop the segments on each other. Drag your just created
segment (Advanced Users or Experts) and drop it on the segment
Birthday in June. While you do so the segmentation operation Option
will be visible choose the option MERGE.
After doing so you receive one segment with the description [Birthday
in June] OR [(Advanced User OR Expert)] . You have 75 Business
Partner in your segment (the number might be higher or lower
according to system changes).
c) Create a Target Group ZG##_3 for your segment.
Open the menu for the segment and select in the Options Menu:
.Define Target Group .
A small target symbol on the segment displays the active target group.
Choose ( ) Save your target group.
Change the name of the target group, click Edit for your target group.
The target group name is the same as the segment, so just named like
the chosen attributes. Change i the description of the target group to
ZG##_3.
Choose OK.
Choose ( ) Save.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Afterwards when the job has finished like on the Hyperlink of your
Target Group ZG##_3. In your target group you will find Sandra
##Turner and Adam Adams## plus all 73 persons who have birthday
in June (the number might be higher or lower according to system
changes).

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CR600 Lesson: Segmentation

5. Create a Saved Search for your segmentation models. Choose suitable

Search criteria so you can easily find your segmentation models.
a) Create a Saved Search for your segmentation models and save it as
My Segments. Choose suitable Search criteria so you can easily find
your segmentation models.
Navigation Bar: Marketing: Search → Segments
You could have chosen:
Description is ZS*##*
or
Create by is CRM-##
Once you got the right result save it with Save Search as My Segments
and choose Save.

Task 3:
You want to take a look at the options for further processing of a target group.
1. What option do you have for further processing a target group? Describe
the options.
a) You can process a target group further within the target group details
(Reduce or Split). (This will be covered later on). Another option for
further processing a target group is to combine target groups.
You can combine different target groups with
Merge Target Group: You can add the business partners in one
target group to another target group. This creates a new target group
containing the business partners from both target groups.
Remove Target Group: You can remove the business partners in one
target group from another target group.
Intersect Target Group: Two target groups can be combined to
receive the intersection value of the two. In this case, a new target
group is created containing only those business partners that belong to
both target groups.
2. You want to combine your target group ZG##_1 with the target group
CR010 Phone with ID 29.
This time you want to use the Favorites function within the segment builder.
Open the segmentation model ZS##_1 for editing. Now search for the target
group CR010 Phone by using the Segment Search of the Segment Builder.
In the Selection Area of the Segment Builder choose Segments and search

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Unit 4: Segmentation CR600

for the target group CR010 Phone with ID 29. In the search result you will
find CR010 Phone three times, as segmentation model, segment and target

group. Pick the Target Group CR010 Phone with ID 29 and drop
it into the Favorites.
Afterwards drag it into segmentation model ZS##_1 and drop right on the
target group ZG##_1.
Choose Merge to combine the two target groups into a new one. What is the
name of the new target group? Edit it and change the name to ZG##_1A ,
finally generate it. How many Business Partner belong to the new target
group?
a) Navigation Bar: Marketing: Search → Segments
Use your Saved Search and call up your segmentation model ZS##_1
OR
Use the Search criteria: Description is ZS##_1
In the Result list click on the Hyperlink for your segmentation model
ZS##_1
b) Choose Edit Segmentation Model to open the segment builder again.
In the Selection Area of the segment builder search for it in Segments.
In the Search field enter CR010 Phone.
In the search result list you will find CR010 Phone three times as
segmentation model, segment and target group.

Select the Target Group CR010 Phone with ID 29. Pick the

Target Group CR010 Phone with ID 29 and drop it into the

Favorites.
Afterwards drag it into segmentation model ZS##_1 and drop right on
the target group ZG##_1.
In order to combine the target groups you have to drag and drop the
target groups on top of each other, so simply drag target group CR010
Phone ith ID 29 and drop it on target group ZG##_1. While you do
so the Segmentation Operation Options are visible choose the option
MERGE.
Choose Merge to combine the two target groups into a new one.
c) Now you have two target groups in your segmentation model ZS##_1.
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CR600 Lesson: Segmentation

What is the name of the new target group?

After doing so you receive a new target group with the name [CR010
Phone] Or [ZG##_1].
Change the name of the target group, click Edit for your target group.
Change the description of the target group to ZG##_1A.
Choose OK.
Choose ( ) Save.
d) Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
When the job has finished click on the Hyperlink of your Target Group
ZG##_1A. In your target group you will find 7 Business Partners.
3. You want get familiar with the further processing option of a target group.
What options are there for further processing a target group by using the
Options menu within the segment builder?
In order to answer the question call up the target group ZG##_3 of the
segmentation model ZS##_3.
You have decided to use the reduce of the size your target group ZG##_3.

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Unit 4: Segmentation CR600

Call up your segmentation model ZS##_3 and edit segmentation model.

Within the Segment Builder view you find your shortly created target group
ZG##_3. It is of size 75. You want to reduce the absolute number of it to
50. The reduction should be random. Reduce your target group ZG##_3
accordingly.
a) Navigation Bar: Marketing: Search → Segments
Use your Saved Search and call up your segmentation model ZS##_3.
In the Result list click on the Hyperlink for your segmentation model
ZS##_3.
For further processing a target group you have the option to:
Deactivate a Target Group (a deactivated target group cannot be used
in a campaign).
Reduce a Target Group: You can reduce the number of business
partners by certain rules like percentage based or absolute number. It
is used for maximum limit cuts.
Split a Target Group percentage based so you have several target
groups.
Rejoin Target Groups, target groups that have been split can be
rejoined.
b) You have decided to reduce the size your target group ZG##_3 to 50.
If you have left the segmentation model ZS##_3 open it againg.
Choose Edit Segmentation Model to open the segment builder again.
In the Segmentation Area of the segment builder you should find your

target group ZG##_3. Click on your target group ZG##_3 for

further processing and choose Option → Reduce Target Group. The
detail view of Reduce Target Group opens up. In the field Operations
select Absolute, Random Distribution and enter in the field Required
Size: 50 afterwards chose OK. You do not see any change in the size
of your target group.
In order to actually reduce the size of the target group you have to
generate it again. Therefore choose for the target group ZG##_3 Option
→ Generate Target Group. Choose Yes to save your target group again.
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Afterwards your target group ZG##_3 should be of size 50.

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CR600 Lesson: Segmentation

Task 4:
You want reuse existing target groups and use them in a new segmentation model.
In addition to this you want to manually create target groups.
1. You want to copy an existing target group into a new segmentation model.
Therefore create a new segmentation model ZS##-CA.
Now use selection area of the segment builder to search for Segments. Search
for the already existing target group CR600 TG Event Invitation ## copy it
by simply dragging and dropping it into the segmentation model ZS##-CA.

Hint: Click on the target group symbol and hold it while

doing drag and drop. Drop it anywhere in the segment builder.

Afterwards rename the copied target group into ZG##-CA-Invitation.

In addition to your target group ZG##-Invitation you want to have a second
target ZG##-CA-Reminder in your segmentation model ZS##-CA. Use
the search for segments again and search for the target group CR600 TG
Reminder ##, copy it into the segmentation model too. Afterwards rename
the copied target group into ZG##-CA-Reminder.
Now you should have one segmentation model ZS##-CA with two target
groups ZG##-CA-Reminder and ZG##-CA-Invitation in it. Later on in the
course you will use these target groups in the unit campaign automation.
a) Navigation Bar Marketing: Create → Segment

Create New Model:

Description: ZS##-CA
Segmentation Object: Business Partners or
Relationships
Usage: Campaign

choose OK and Save.

Within the Selection Area of the Segment Builder choose Segments.

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Unit 4: Segmentation CR600

The search field opens up. Enter in the search field the target group
CR600 TG * ## and select the target group CR600 TG Event
Invitation ## so it gets highlighted. Now drag and drop it in the
segmentation area.

Hint: Click on the target group symbol and hold it while

doing drag and drop. Drop it anywhere in the segment builder.

In the Segmentation Area of the segment builder you should find

your target group CR600 TG Event Invitation ##. Click

your target group CR600 TG Event Invitation ## and choose Edit.
In the Properties change the Description of the target group to
ZG##-CA-Invitation. Choose ( ) Save afterwards.
b) In addition to your target group ZG##-CA-Invitation you want to
have a second target ZG##-CA-Reminder in your segmentation model
ZS##-CA.
Again search for the target group. Within the Selection Area of the
Segment Builder choose Segments.
The search field opens up. Enter in the search field the target group
CR600 TG * ## and select the target group CR600 TG Reminder ##
so it gets highlighted. Now drag and drop it in the segmentation area.

Hint: Click on the target group symbol and hold it while

doing drag and drop. Drop it anywhere in the segment builder.

In the Segmentation Area of the segment builder you should find your

target group CR600 TG Reminder ##. Click on your target

group CR600 TG Reminder ## and choose Edit. In the Properties
change the Description of the target group to ZG##-CA-Reminder.
Choose ( ) Save afterwards.
Now you should have one segmentation model ZS##-CA with two
target groups ZG##-CA-Reminder and ZG##-CA-Invitation in
it. Later on in the course you will use these target groups in the unit
campaign automation.
2. In Order to be prepared for the campaign automation process you want to
manually create two empty target groups ZG##-CA-Yes and ZG##-CA-No
with in your segmentation model ZS##-CA.
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CR600 Lesson: Segmentation

This time no Business Partner should be in your target groups. They will be
filled automatically later on.

Hint: Choose in the Segment Builder Toolbar: More and choose

More → Manual Target Group

Afterwards change the name of the target group to ZG##-CA-Yes. Do it

accordingly for the second “empty” Target group to ZG##-CA-No.
Now you should have one segmentation model ZS##-CA with four target
groups ZG##-CA-Reminder and ZG##-CA-Invitation, ZG##-CA-Yes and
ZG##-CA-No in it. Later on in the course you will use these target groups in
the unit campaign automation.
a) Within your segmentation model ZS##-CA choose in the Segment
Builder Toolbar: More and choose More → Manual Target Group

You receive one target group with the description: New Target
Group.

Click on your target group and choose Edit. In the Properties

change the Description of the target group to ZG##-CA-Yes. Choose
Save afterwards.
In the end choose ( ) Save.
b) Within your segmentation model ZS##-CA choose in the Segment
Builder Toolbar: More and choose More → Manual Target Group

You receive one target group with the description: New Target
Group.

Click on your target group and choose Edit. In the Properties

change the Description of the target group to ZG##-CA-No. Choose
Save afterwards.
Now you should have one segmentation model ZS##-CA with four
target groups ZG##-CA-Reminder and ZG##-CA-Invitation,
ZG##-CA-Yes and ZG##-CA-No in it. Later on in the course you will
use these target groups in the unit campaign automation.
In the end choose ( ) Save.

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Unit 4: Segmentation CR600

Lesson Summary
You should now be able to:
• Perform target group selection using the Segment Builder

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Lesson: Segmentation Basis, Depulication and High

Volume Segmentation

Lesson Overview
A segmentation basis is a list of business partners that forms the basis for modeling
target groups and represents a subset of all the business partners contained in
SAP CRM.

Lesson Objectives
After completing this lesson, you will be able to:
• Work with segmentation basis
• Perform deduplication of target groups or a segment model

Business Example
For some marketing purposes, you may wish to restrict selection to individual
customer segments. For a Business-to-Consumer campaign, for example, you do
not need to consider Business-to-Business customers. If this criterion is already
considered in the segmentation basis, it does not have to be added each time
segment modeling is carried out.

Segmentation Basis

Figure 74: Segmentation Basis

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Unit 4: Segmentation CR600

You can use a segmentation basis to restrict your selection to relevant business
partners, thus excluding non-relevant business partners from the selection. The
extent of this restriction depends on the purpose of the segmentation basis. For
example, you could use a rough selection to exclude all business partners with a
sales block or those that you have marked for deletion. You can then use this
segmentation basis as a basis preselection for creating additional, more complex
segmentation bases.
For certain marketing purposes it is useful to restrict the selection to individual
customer segments. For example, for a business-to-consumer campaign it is not
necessary to include business-to-business customers. If this criterion is already
contained in the segmentation basis, it does not have to be considered when each
segment is modeled. For example, you could create one segmentation basis called
B2B Customers and one called B2C Customers.
Creating segmentation bases via a selection program: A separate transaction is
available in Customizing for creating segmentation bases. Customizing: IMG:
Customer Relationship Management → Marketing → Segmentation → Define
Segmentation Basis.
This is where you define the usage of the segmentation basis (for authorization
purposes). You can create the segmentation basis in one of two ways: Directly
online or at a later point in time (for example, overnight) in a batch job.
Creating segmentation bases from within segmentation: You can create a
segmentation basis from any target group.
Updating segmentation bases: For segmentation bases that were created
in Customizing, the update is already scheduled from the outset. For other
segmentation bases, a regular update must be scheduled. This is also done using
the Job Wizard.

Deduplication of Marketing Segments

You can use deduplication of a segment or target group during target group
modeling to ensure that the same business partner or household is not contacted
more than once in a marketing campaign. Deduplication occurs according to
methods that you define, and, when deduplicating within a segment set, according
to priorities that you can assign to marketing segments.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Figure 75: Deduplication in Segmentation

Figure 76: Deduplication for a Segment Model

Deduplication Segment Model

Prioritization
You can assign a priority to your marketing segments to define the deduplication
order. You can choose a priority between 0 and 9999, where 0 is the highest
priority, that is, segments with priority 0 have the greatest importance during
deduplication.
A priority can be assigned to every segment or target group in the segment. The
segments are displayed in a sorted way, according to their priorities.

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Unit 4: Segmentation CR600

During the deduplication, the duplicates are removed from segments of higher
priority.
With the priority, you can also handle suppression lists.
Exclusion or Suppression List
Exclusion lists, such as the Robinson List, are an exception. These lists always
have priority -1 and are not used in the campaign execution.

High Volume Segmentation

You are carrying out segmentation for a high data volume (approximately one
million business partners or more), special functions for segmenting a large
number of business partners as well as a separate user interface are available.

Figure 77: Architecture Details-Data Flow & Update Mechanism for

Marketing Attributes & InfoSets

When you perform segmentation for millions of business partner you have the
option to use the High Volume Segmentation. As a prerequisite for it you have to
install the SAP NetWeaver Search and Classification (TREX).
Customizing Setttings
IMG: CRM → Marketing → Segmentation → Define RFC Destination and Index
Settings for Fast Find
IMG: CRM → Marketing → Segmentation → Define Delta Source Objects for
High Volume Segmentation

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Figure 78: Data Source Types & Architecture Overview

If you are segmenting a very large number of business partners, you do not want
to upload the business partner data and corresponding marketing attributes to the
TREX server each time. Once you have performed the initial data upload, the
delta handling function allows you to upload just the changed data regularly (or
manually) to the TREX server. The data source objects are those business objects
that you use for the marketing attributes during business partner segmentation.
For example, if you only want to select business partners for which an activity
with status open and priority high exists, you must set the delta source object
activity (BUS2000126) to active. In this Customizing activity, you define which
data source objects are relevant for the delta handling. The active delta source
objects support the delta pointer for the delta handling.
One unified User Interface as segment builder is used for High Volume and Classic
segmentation.
You are using attribute lists with the category High Volume Segmentation. When
segmenting a high data volume, you can only use attribute lists with the category
High Volume Segmentation. This function is suited to segmentation with a high
data volume.
The Segmentation provides High Volume segmentation capabilities which is
enabled by a TREX based, scalable segmentation architecture including Delta
Handling for index updates.

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Unit 4: Segmentation CR600

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Exercise 11: Segmentation Basis and

Deduplication
Exercise Objectives
After completing this exercise, you will be able to:
• Working with a Segmentation Basis for a target group
• Perform Deduplication for a target group.

Business Example
Log on to the CRM Web Client UI, choose Business Role Marketing
Professional.

Task 1:
Now you want to work with Segmentation Basis to restrict the segmentation.
1. What is a Segmentation Basis?
2. How can you create a Segmentation Basis? How many ways are there to
do so?

Task 2:
You now want to work with Segmentation Basis to restrict the segmentation.
1. First create a segmentation model ZS##_withoutSB without the use of a
Segmentation Basis.
With the help of the Segment Builder create a segment with all business
partners who speak German (language key). Use your own attribute list
CR600_List_## for segmentation.
How many people belong to the segment? _____________
Save your segment and exit the Segment Builder.

Task 3:
Now create a segmentation model ZS##_withSB and use the Segmentation Basis
Master Group CR600:Germany.
Make sure that when creating the segmentation model you have to choose a
Segmentation Basis, use Master Group CR600:Germany as Segmentation Basis
again to compare the result.
1. How can a user be forced to use a Segmentation Basis? Do so when
performing the exercise.
Continued on next page

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Unit 4: Segmentation CR600

Caution: Make sure you really have selected Master Group

CR600: Germany and not only Master Group CR600.

Hint: You can change the segmentation basis, chose EDIT on the
segmentation basis and select the Master Group CR600: Germany.

2. Again create a segment with all business partners who speaks German
(language key).
Use your own attribute list CR600_List_## for segmentation.
How many people belong to the segment now? _____________
3. Within segmentation model ZS##_withSB crate another segment with all
business partners who are from the USA (country key).
Use your own attribute list CR600_List_## for segmentation.
How many people belong to the segment? _____________
Explain why you have got this lower number.
Save your segment and exit the Segment Builder.

Task 4:
Optional Exercise
Create a Segmentation Basis with the help and on basis of a target group. Create
a Target Group ZG##-SB## of all Business Partners who like to go Skiing and
later on use it as Segmentation Basis.
1. First create a segmentation model ZS##-SB## without the use of a
Segmentation Basis.
With the help of the Segment Builder create a segment with all business
partners who like to go Skiing. Use your own attribute list CR600_List_##
for segmentation.
Create a target group and rename your new Target Group TG##_Ski## and
save it. Generate the Target Group TG##_Ski##.
Afterwards create a Segmentation Basis from your target Group.

Hint: Use the Target Group Detail Menu Options → Flow Up →

Segmentation Basis

Create a Target Group for Segmentation Basis with the description

ZG##-SB##. Save your entry. What System Message do you receive?

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Test your new Segmentation Basis ZG##-SB##. Create a new segmentation

model ZSB##-Own and select your just created Segmentation Basis
ZG##-SB##. It should be available for selection in the list of the
Segmentation Basis.
Optional: Create a segment of all Business Partner of the country Germany.
With the help of the Segment Builder create a segment with all business
partners from Germany . Use your own attribute list CR600_List_## for
segmentation. Why is the number of Business partners so low? Explain
the result.
Log Off from Web Client UI.
2. Now take a look at the Customizing of the Segmentation Basis. Log
on to SAP Gui (transaction: SPRO). Check your already created a new
segmentation basis ZG##-SB## on basis of a target group report.

Task 5:
Deduplication: Your company wants to have a target group for every household,
so only one member of a household should be included in the target group. The
new deduplication functionality will help you to perform this task.
1. First create a new segmentation model ZS##_Dedu1 and manually create a
new target group TG##HH.
This time you are not using a segment instead simply manually add all
Business Partners to the target Group TG##HH.

Hint: Choose in the Segment Builder Toolbar: More and choose

More → Manual Target Group

Call up the target group details TG##HH and manually add all Business
Partners with the Last name Miller## and Adams## in the target group
TG##HH. There should be 4 Business Partners (BPs) in the target group
TG##HH (Miller##, Kan and Barby as well as Adams## Adam and Eva).
All Miller## and Adams## have the same address (assumption is that each
couple are one household).
2. Perform the deduplication per Household for the new Target Group
TG##HH.
Choose in the target group details the Deduplication Method Household.
Afterwards go back to the Segmentation model choose Deduplicate and
generate your target group again. It should be reduced accordingly.
3. What other options are there for Deduplication of a target group in our
training systems?

Continued on next page

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Unit 4: Segmentation CR600

Where can you find the information in Customizing?

Task 6:
Optional Exercise
Deduplication of a segmentation model “Black list” Scenario.
There business partners who are on your “Black list” for some reason and you do
not want to contact them. When you do your segmentation you receive a target
group that contains your “normal” Business Partners and those of the your “Black
list”. Therefore you want to deduplicate (subtract) the “Black list” business
partner from the target group of the “normal” business partners.
1. Create new Segmentation model ZS##_Dedu2 with the help of the Segment
Builder and use the attribute list CR600_Dedupl.
Create a segment for all business partner who are born in May. Change the
description of the segment to SG##_DOB May.
Create another segment of all business partners who like skiing. Change the
description of it to SG##_Skiing. This is the basis for your black list.
Afterwards create target groups for both segments.
Save and go back to the segmentation model view.
Check your results of the current size of your target groups.
You should have a segmentation model with two segments and two target
groups, target group SG##_Skiing consists of 38 business partners, and
SG##_DOB May consists of 198 business partners. (This number might be
higher or lower if there were changes in the master data.)
Now choose in the Segment Builder Tool Bar Deduplicate and select a
suitable Deduplication Method. Do not forget to mark the target group
SG##_Skiing as “black list”. Choose a suitable indicator for the system.
In order to perform the deduplication you have to generate your segmentation
model ZS##_Dedu2 again, choose Generate Model. Afterwards take a look
at the target group SG##_DOB May size.
In the end the target group SG##_DOB May should be reduced by the
number of business partners of the target group SG##_Skiing.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Solution 11: Segmentation Basis and

Deduplication
Task 1:
Now you want to work with Segmentation Basis to restrict the segmentation.
1. What is a Segmentation Basis?
a) Segmentation basis
For certain marketing activities it can make sense to speed up the
selection process by reducing the selection to individual customer
segments (for example, all customers in a particular country). If you
select a segmentation basis, the selection will only include business
partners that are contained in this segmentation basis.
2. How can you create a Segmentation Basis? How many ways are there to
do so?
a) There are two ways to create a Segmentation Basis. You can create it
via a report in Customizing or from a target group which will later
be used as a Segmentation Basis.

Task 2:
You now want to work with Segmentation Basis to restrict the segmentation.
1. First create a segmentation model ZS##_withoutSB without the use of a
Segmentation Basis.
With the help of the Segment Builder create a segment with all business
partners who speak German (language key). Use your own attribute list
CR600_List_## for segmentation.
How many people belong to the segment? _____________

Continued on next page

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Unit 4: Segmentation CR600

Save your segment and exit the Segment Builder.

a) Navigation Bar Marketing: Create → Segment.

Description ZS##_withoutSB

Segmentation Business Partner

Object
Usage: Campaign
Segmentation Do not make any entries here.
Basis

Within the Segment Builder select your Attribute List CR600_List_##.

Open the attribute Language Key so you can see all values of it.
Open the Dropdown List Box of the attribute Language Key
Pull the attribute value German into the Segmentation area with drag

and drop. Drop the attribute with Keep on the segmentation

basis.
b) About 617 Business Partners belong to the segment. (The number can
be higher or lower depending on changes in the system’s master data).
Save your segment model (Save) .
Save your segment.

Task 3:
Now create a segmentation model ZS##_withSB and use the Segmentation Basis
Master Group CR600:Germany.
Make sure that when creating the segmentation model you have to choose a
Segmentation Basis, use Master Group CR600:Germany as Segmentation Basis
again to compare the result.
1. How can a user be forced to use a Segmentation Basis? Do so when
performing the exercise.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Caution: Make sure you really have selected Master Group

CR600: Germany and not only Master Group CR600.

Hint: You can change the segmentation basis, chose EDIT on the
segmentation basis and select the Master Group CR600: Germany.

a) You can force a user to use a Segmentation Basis with the help of the
function Usage for Segments, in this case it choose Usage: Campaign
Execution (Mandatory). In addition to that you could adjust the
Settings of the Segment Builder accordingly.
Navigation Bar Marketing: Create → Segment.

Description ZS##_withSB

Segmentation Business Partner

Object
Usage: Campaign Execution (Mandatory)
Segmentation Master Group CR600:Germany
Basis

Caution: Make sure you really have selected Master Group

CR600: Germany and not only Master Group CR600.

Your Segmentation Basis will show the selected basis as a

description and a reduce number of Business Partners (about 2068).

Hint: If you have accidentally chosen Master Group CR600

your segmentation basis will show the value 0 or 11.738
(number may vary).

Hint: You can change the segmentation basis, chose EDIT on

the segmentation basis and select the Master Group CR600:
Germany.

2. Again create a segment with all business partners who speaks German
(language key).
Use your own attribute list CR600_List_## for segmentation.

Continued on next page

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Unit 4: Segmentation CR600

How many people belong to the segment now? _____________

a) Within your segmentation model ZS##_withSB in the Segment Builder
select your Attribute List CR600_List_##.
Open the attribute Language Key so you can see all values of it.
Open the Dropdown List Box of the attribute Language Key
Pull the attribute value German into the Segmentation area with drag

and drop. Drop the attribute with Keep on the segmentation

basis.
b) About 505 business partners belong to the segment. (The number can
be higher or lower depending on changes in the system’s master data.)
3. Within segmentation model ZS##_withSB crate another segment with all
business partners who are from the USA (country key).
Use your own attribute list CR600_List_## for segmentation.
How many people belong to the segment? _____________
Explain why you have got this lower number.
Save your segment and exit the Segment Builder.
a) Within the Segment Builder select your Attribute List CR600_List_##.
Open the attribute Country Key so you can see all values of it.
Open the Dropdown List Box of the attribute Country Key
Pull the attribute value USA into the Segmentation area with drag and

drop. Drop the attribute with Keep on the segmentation basis.

b) 0
c) The Segmentation Basis Filter is made for all business partners of
Germany.
The number 0 does not indicate that there none, in this case you
cannot select anybody from USA due to the Segmentation Basis. The
Segmentation Basis restricts all business partners from any country
other than Germany so the result is 0 when the USA filter is applied.
Save ( ) your segment and exit the Segment Builder.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Task 4:
Optional Exercise
Create a Segmentation Basis with the help and on basis of a target group. Create
a Target Group ZG##-SB## of all Business Partners who like to go Skiing and
later on use it as Segmentation Basis.
1. First create a segmentation model ZS##-SB## without the use of a
Segmentation Basis.
With the help of the Segment Builder create a segment with all business
partners who like to go Skiing. Use your own attribute list CR600_List_##
for segmentation.
Create a target group and rename your new Target Group TG##_Ski## and
save it. Generate the Target Group TG##_Ski##.
Afterwards create a Segmentation Basis from your target Group.

Hint: Use the Target Group Detail Menu Options → Flow Up →

Segmentation Basis

Create a Target Group for Segmentation Basis with the description

ZG##-SB##. Save your entry. What System Message do you receive?
Test your new Segmentation Basis ZG##-SB##. Create a new segmentation
model ZSB##-Own and select your just created Segmentation Basis
ZG##-SB##. It should be available for selection in the list of the
Segmentation Basis.
Optional: Create a segment of all Business Partner of the country Germany.
With the help of the Segment Builder create a segment with all business
partners from Germany . Use your own attribute list CR600_List_## for
segmentation. Why is the number of Business partners so low? Explain
the result.
Log Off from Web Client UI.
a) Navigation Bar Marketing: Create → Segment.

Description ZS##-SB##

Segmentation Business Partner

Object
Usage: Campaign

Continued on next page

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Unit 4: Segmentation CR600

Segmentation Do not make any entries here.

Basis

Within the Segment Builder select your Attribute List CR600_List_##.

Open the attribute Sports in CR600 so you can see all values of it.
Open the Dropdown List Box of the attribute Sports in CR600
Pull the attribute value Skiing into the Segmentation area with drag and

drop. Drop the attribute with Keep on the segmentation basis.

Create a target group and rename your new Target Group TG##_Skiing
and save it. Generate the Target Group TG##_Skiing.
Open the menu for the segment and choose Options → Define Target
Group .

A small target symbol on the segment displays the active target

group.
Change the name of the target group, click Edit for your target group.
Change the description of the target group to TG##_Skiing.
Choose OK.
Choose ( ) Save.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Wait until the job has finished.
b) Afterwards you can create a Segmentation Basis from your target
Group.
Click Options on your Target Group TG##_Skiing and choose in the
Menu Options: Flow Up → Create Segmentation Basis.
In the Window Segmentation Basis enter the description ZG##-SB##
and choose OK. What System Message do you receive?
You receive a success message: Creation of 'ZG##-SB##'
successfully completed.
c) Test your new Segmentation Basis ZG##-SB##.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Create a new segmentation model ZSB##-Own and select your just

created Segmentation Basis ZG##-SB##. It should be available for
selection in the list of the Segmentation Basis.
In the Segment Builder Tool Bar choose New to create a new
Segmentl.

Description ZSB##-Own

Segmentation Business Partner

Object
Usage: Campaign
Segmentation Select your ZG##-SB##
Basis

Optional Task: Within your just created segmentation model

ZSB##-Own create a segment of all Business Partner of the country
Germany.
With the help of the Segment Builder create a segment with all business
partners from Germany . Use your own attribute list CR600_List_##
for the segmentation. Why the number of Business partners so low?
Within the Segment Builder select your Attribute List CR600_List_##.
Open the attribute country key so you can see all values of it.
Open the Dropdown List Box of the attribute Germany
Pull the attribute value Germany into the Segmentation area with drag

and drop. Drop the attribute with Keep on the segmentation

basis.
Why the number of Business partners so low? As an result your
segment is 0, because due to the segmentation basis the number is
limited to the attribute skiing. In our training system no business
partner in Germany has the attribute skiing assigned.
Log Off from Web Client UI, choose Log Off.

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Unit 4: Segmentation CR600

2. Now take a look at the Customizing of the Segmentation Basis. Log

on to SAP Gui (transaction: SPRO). Check your already created a new
segmentation basis ZG##-SB## on basis of a target group report.
a) Log on to the SAP GUI and call up Customizing (transaction code:
SPRO).
IMG: Customer Relationship Management → Marketing →
Segmentation → Classic Segmentation → Define Segmentation Basis.
Choose Tab Find and search for your newly created segmentation basis
ZG##-SB##. Double Click your entry to view the details, here you
can see the information that with segmentation basis was create by
the Report From Target Group.

Task 5:
Deduplication: Your company wants to have a target group for every household,
so only one member of a household should be included in the target group. The
new deduplication functionality will help you to perform this task.
1. First create a new segmentation model ZS##_Dedu1 and manually create a
new target group TG##HH.
This time you are not using a segment instead simply manually add all
Business Partners to the target Group TG##HH.

Hint: Choose in the Segment Builder Toolbar: More and choose

More → Manual Target Group

Call up the target group details TG##HH and manually add all Business
Partners with the Last name Miller## and Adams## in the target group
TG##HH. There should be 4 Business Partners (BPs) in the target group

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

TG##HH (Miller##, Kan and Barby as well as Adams## Adam and Eva).
All Miller## and Adams## have the same address (assumption is that each
couple are one household).
a) Navigation Bar Marketing: Create → Segment.

Description ZS##_Dedu1

Segmentation Business Partner

Object
Usage: Campaign
Segmentation Do not make any entries here.
Basis

Choose in the Segment Builder Toolbar: More and choose More →

Manual Target Group
Click on the Hyperlink: New Target Group
In the Assignment Block Target Group Detail choose Edit
In the Field Target Group /ID: change the entry New Target Group
into TG##HH. Afterwards choose
) Save.
In the Assignment Block Target Group
Choose Edit List
Now add Business Partner into the target group.
In the field Business Partner ID use the ( ) Input Help and select
Insert Business Partner.
In the Search Criteria search for All Accounts with the Search field:
Name1 / Last name is Miller## and Adams##.
Select All Business Partners and afterwards click Choose to add them
to your target group.
Altogether there should be 4 Business Partners in the target group
TG##HH (Miller##, Kan and Barby as well as Adams## Adam and
Eva).
In the end choose ( ) Save.
2. Perform the deduplication per Household for the new Target Group
TG##HH.

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Unit 4: Segmentation CR600

Choose in the target group details the Deduplication Method Household.

Afterwards go back to the Segmentation model choose Deduplicate and
generate your target group again. It should be reduced accordingly.
a) In the Assignment Block Target Group Detail choose Edit
In the Deduplication select Deduplication Method: Household,
afterwards choose
Save.
To go back to the segmentation model choose in the Target Group Tool
Bar:Edit Segmentation Model
Click on your Target Group TG##HH and choose Options and select
in the Options Menu: Deduplicate Target Group.
In the Deduplication Settings the Deduplication Method: Household is
already selected so simply choose Deduplicate.
Choose Save.
Nothing has changed yet, you have to generate the target group again.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Wait until the job has finished.
Two Business Partners are removed from your target group TG##HH.
3. What other options are there for Deduplication of a target group in our
training systems?
Where can you find the information in Customizing?
a) Log on to the SAP GUI and call up Customizing (transaction code:
SPRO).
IMG: Customer Relationship Management → Marketing →
Segmentation → General Settings → Define Deduplication Method.
In our training system the following Deduplication methods are
implemented: BP Business Partner, CHILD1 is child of, CP0001 is
Contact Person of, HH Household, LN Last Name.
You could create your own methods with the help of the BAdI:
IMG: Marketing → Segmentation → Business Add-Ins (BAdIs) →
BAdI: Determination of Deduplication Method.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Task 6:
Optional Exercise
Deduplication of a segmentation model “Black list” Scenario.
There business partners who are on your “Black list” for some reason and you do
not want to contact them. When you do your segmentation you receive a target
group that contains your “normal” Business Partners and those of the your “Black
list”. Therefore you want to deduplicate (subtract) the “Black list” business
partner from the target group of the “normal” business partners.
1. Create new Segmentation model ZS##_Dedu2 with the help of the Segment
Builder and use the attribute list CR600_Dedupl.
Create a segment for all business partner who are born in May. Change the
description of the segment to SG##_DOB May.
Create another segment of all business partners who like skiing. Change the
description of it to SG##_Skiing. This is the basis for your black list.
Afterwards create target groups for both segments.
Save and go back to the segmentation model view.
Check your results of the current size of your target groups.
You should have a segmentation model with two segments and two target
groups, target group SG##_Skiing consists of 38 business partners, and
SG##_DOB May consists of 198 business partners. (This number might be
higher or lower if there were changes in the master data.)
Now choose in the Segment Builder Tool Bar Deduplicate and select a
suitable Deduplication Method. Do not forget to mark the target group
SG##_Skiing as “black list”. Choose a suitable indicator for the system.
In order to perform the deduplication you have to generate your segmentation
model ZS##_Dedu2 again, choose Generate Model. Afterwards take a look
at the target group SG##_DOB May size.
In the end the target group SG##_DOB May should be reduced by the
number of business partners of the target group SG##_Skiing.
a) Navigation Bar Marketing: Create → Segment.

Description ZS##_Dedu2

Segmentation Business Partner

Object
Usage: Campaign

Continued on next page

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Unit 4: Segmentation CR600

Segmentation Do not make any entries here.

Basis

Within the Segment Builder select your Attribute List CR600_Dedupl.

Open the attribute Sports in CR600 so you can see all values of it.
Open the Dropdown List Box of the attribute Sports in CR600
Pull the attribute value Skiing into the Segmentation area with drag and

drop. Drop the attribute with Keep on the segmentation basis.

Change the name of segment click Edit for your segment and change
the description to SG##_Skiing.
Choose OK.
Choose ( ) Save.
Open the menu for the segment and choose Options → Define Target
Group .

A small target symbol on the segment displays the active target

group.
Create the second segment like. Select the Attribute List
CR600_Dedupl.
Open the attribute Date of Birth so you can see all values of it.
Open the Dropdown List Box of the attribute Date of Birth
Pull the attribute value Birthday in May into the Segmentation area

with drag and drop. Drop the attribute with Keep on the
segmentation basis.
Change the name of segment, click Edit for your segment and change
the description to SG##_DOB May.
Choose OK.
Choose ( ) Save.
Open the menu for the segment and choose Options → Define Target
Group .

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

A small target symbol on the segment displays the active target

group.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Wait until the job has finished.
You should have a segmentation model with two segments and two
target groups, target group SG##_Skiing consists of 38 business
partners, and SG##_DOB May consists of 198 business partners. (This
number might be higher or lower if there were changes in the master
data.)
b) Now perform the Deduplication
In the Segment Builder Tool Bar choose Deduplicate and select the
Deduplication Method: Business Partner .
In order to mark the target group SG##_Skiing as “black list” you
have to give it a negative priority.
For the target group SG##_Skiing enter a negative priority like priority
-10.
Optional: For the target group SG##_DOB May enter a positive
priority like Priority 10.
Choose Deduplicate

Hint: The priority (minus) versus (plus) indicates that the

target group with minus priority should be used for substruction
(deduplication) of the other one with plus priority. The number
itself like -10 or -1 does not have a meaning.

As a result the number of business partners in the target group

SG##_DOB May should be reduced by the number of business
partners of the Target Group SG##_Skiing.
Choose ( ) Save.
Nothing has changed yet, in order to see the effect you have to generate
the target group again.
Choose in the Tool bar: Generate Model
In the Job Wizard window choose as Start Time: Immediately and
choose OK to start the batch job.
Continued on next page

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Unit 4: Segmentation CR600

Wait until the job has finished.

Take a look at the Target Group SG##_DOB May size now, the current
size is 161.
The segment itself is still showing the “old” figure 198, because it is
not yet recounted.

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CR600 Lesson: Segmentation Basis, Depulication and High Volume Segmentation

Lesson Summary
You should now be able to:
• Work with segmentation basis
• Perform deduplication of target groups or a segment model

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Unit Summary CR600

Unit Summary
You should now be able to:
• Create marketing attributes and assign them to business partners
• Create data sources and prepare attribute lists
• Perform target group selection using the Segment Builder
• Work with segmentation basis
• Perform deduplication of target groups or a segment model

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 Unit 5
Personalized Mails

Unit Overview
You use personalized mail to send tailored marketing information to the members
of specified target groups. The system tailors the information based on the mail
form that you define, and the current master data for the members of the specified
target groups.

Unit Objectives
After completing this unit, you will be able to:
• Explain the editing options for mail templates
• Create personalized emails
• Create personalized subject lines
• Set up personalized mail forms, using attributes “URL links” or “Subject
lines”.

Unit Contents
Lesson: Personalized Mails ...................................................240
Exercise 12: Personalized Mail - Creating an E-Mail Form ...........253

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Unit 5: Personalized Mails CR600

Lesson: Personalized Mails

Lesson Overview
You send personalized mail from a campaign.

Lesson Objectives
After completing this lesson, you will be able to:
• Explain the editing options for mail templates
• Create personalized emails
• Create personalized subject lines
• Set up personalized mail forms, using attributes “URL links” or “Subject
lines”.

Business Example
You want to address your business partners by email in an email campaign. There
you want to create a generic mail form which can be personalized according to the
business partner and the according to the corresponding attributes.
Mail Forms: Overview

• The form builder application supports personalized communication via the

following interaction channels:
– E-mail (Plain Text or HTML)
– SMS
– Fax.
• With this tool, users can:
– Personalize messaging to target list members
– Assign mail forms to campaign target lists
– Embed links (URL) to websites in generated e-mails
– Insert subject lines dependent on conditions.

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CR600 Lesson: Personalized Mails

Figure 79: Mail Form UI

Mail Forms
• You use mail forms as the basis for direct marketing campaigns. You use
a mail form to define the layout and content of the information that each
person receives.
• Mail-form creation and editing
• You can create mail forms for e-mail, fax, or short message service (SMS).
• Use the integrated editor to enter text or HTML source code, and control
the formatting of the mail form. Other features enable you to, for example,
insert graphics and attachments.

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Unit 5: Personalized Mails CR600

Figure 80: Mail Form Usage

Usage
Select the communication channel and, if applicable, format of the mail form.
• Usage: Determines for which communication channel the form will be used
(Internet mail, fax, SMS [Pager Services])
• Language: Determines the default language for the mail.
It is the user log on language per SAP default. The mail form language is
the language which a Business Partner is address by the mail form. You can
translate the mail form into other languages if necessary.

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CR600 Lesson: Personalized Mails

Figure 81: HTML Layout Mode

The mail form editor automatically generates HTML source code from layout
mode.
Switch to the Source tab to see the generated HTML code that you can edit directly
in the HTML mail form. You can create and edit HTML code in the Source mode.

Figure 82: Attribute Context In Mail Forms

Attribute Context

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Unit 5: Personalized Mails CR600

Select an attribute context to specify which group of attributes to use in your

mail form.
• These attribute contexts allow you to add marketing attributes and structures
in mail forms, and to restrict the selection of fields to make the forms easier
to read.
• In mail forms, business users can select the attribute contexts that you define
here.
To use the new customer scenario, some Customizing in the IMG is necessary.
• Go to the IMG using transaction code /nspro. Open the CRM hierarchy.
IMG: Customer Relationship Management Marketing → Marketing Planning and
Campaign Management → Personalized Mail Maintain → Attribute Contexts
for Mail Forms.

Figure 83: Customizing the Attribute Context

Attribute Context
• These attribute contexts allow you to add marketing attributes and structures
in mail forms, and to restrict the selection of fields to make the forms easier
to read.
• In mail forms, business users can select the attribute contexts that you define
here.
To use the new customer scenario, some Customizing in the IMG is necessary.
• Go to the IMG using transaction code /nspro. Open the CRM hierarchy.

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CR600 Lesson: Personalized Mails

IMG: Customer Relationship Management Marketing → Marketing Planning and

Campaign Management → Personalized Mail Maintain → Attribute Contexts
for Mail Forms .
• In mail forms, business users can select the attribute contexts that you define
here.
• Requirements
In order to read the data from an IBU or customer attribute
context, you must have created an implementation for the BAdI
CRM_IM_ADD_DATA_BADI. This makes it possible to select new data
for mail forms.
• Default Settings
We deliver a standard attribute context that is always presented as the
standard attribute context. IBUs and partners can create their own attribute
contexts as enhancements to the standard attribute context. You can enhance
the standard and IBU attribute contexts. For the entries in the Customizing
tables, you must use different name ranges to the IBUs. Possible name
ranges here might be IBU_* and Z_*, for example.

Figure 84: Conditional Text Blocks in E-Mails

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Unit 5: Personalized Mails CR600

Personalization
• You use attributes to insert personalized details, such as names or values, into
your mail form. Only when you send the mail form are the details actually
inserted, using the most up-to-date information that you have.
• You use conditions to personalize the content of your mail form, by, for
example, having different text elements or attachments for different target
groups.
• You cannot change the formatting of a placeholder that you have already
inserted in your mail form.
• If you want to use different formatting, remove the placeholder, change the
adjacent formatting if necessary, and then reinsert the placeholder. The
placeholder now has the same formatting as its adjacent characters.
• Text blocks can be parameterized to appear only when specific conditions are
fulfilled. For example, in this case, text block 2 appears in the mail because
Ms. Smith is a woman.
• Text block 4 appears in every mail because there are no conditions associated
with it.

Figure 85: Additional Features for Mail Forms

• How to add a condition

• Click Edit Structure
• In the assignment block Text Elements, select the text element for which
you want to add conditions
• In the assignment block Conditions, use the input help to specify the
conditions that apply to the text element.

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CR600 Lesson: Personalized Mails

Figure 86: Creating Personalized Subject Lines

Subject Line
You can decide whether you want to use a Subject Line for an Mail form or not.
• No Subject Line
If you do not maintain a subject line for a mail form the campaign description
will automatically be used as subject line in your mail form.
• Subject Line
In the subject line you can have an text which will be shown in the inbox of
the mail recipient. In addition to this general text you can personalize the
subject line with attributes.
As attributes you can have business partner attributes, marketing attributes
of attribute sets, campaign or system attributes.

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Unit 5: Personalized Mails CR600

Figure 87: Creating URL Links and Tracking

To create a URL, simply highlight the text of the URL (for example, www.sap.com)
and then choose the URL button. This turns the highlighted text into a hyperlink
in the e-mail. www.sap.com
If your hyperlink is to SAP Internet Sales, you can create a personalized link to
the Web page by adding a ++ to the end of the URL. The ++ creates a unique
identifier that can be used to track whether or not the recipient has accessed the
Web site from the e-mail.
If you add ## to an URL, tracking is now also possible for all other Web sites
The ++ allows you to track an outgoing email. If the recipient answers the mail
via the answer functionality, the call center agent sees the campaign that belongs
to the incoming email.

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CR600 Lesson: Personalized Mails

Figure 88: Option to insert Tracking Functionality in Texts

The tracking ID is a field that is used for personalization when the mail is sent out.
You can create as many text blocks as you wish, and each of them can contain
specific information.

Figure 89: More Functionality: Attachment / Translation

In the work area toolbar your have the MORE functionality

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Unit 5: Personalized Mails CR600

You can attach a file or translate the mail form

• To create an attachment choose More → Attach File
Browse for your file and choose Add Attachment to upload the file to the
mail form.
You can also specify conditions for when the attachment will be included
with the mail.
• To translate a mail form choose More → Translate
You can translate any text element (text block) into any other language.
Once you have created a translation of a text element, you display and
change the translation directly from the main page for the mail form. Select
the language in the field Language.
If you want to add several translations, you can do so by clicking Confirm
and Next after you have entered a translation. Then select either the next text
element that you want to translate, or the next language into which you want
to translate. You can then enter the next translation.
When you have finished entering translations, click Confirm and Back.
You return to the main page, where you can save the mail form and the
translations that you have entered.

Figure 90: Communication Channel Test

Since mail forms may be sent via different channels (e-mail, fax, SMS), you
will want to test the sending process for these different channels before actually
executing the campaign.

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CR600 Lesson: Personalized Mails

All communication channels can be tested. For each channel, parameters can
be maintained:
• E-mail (e-mail address of recipient, e-mail sender)
• Fax (fax number)
• SMS (phone number).
Information on the data that should be completed on the screen:
• Recipients e-mail address: The e-mail address to which you want to send
the e-mail
• Test entire process: This indicator ensures that the tracking IDs will be
created
• Senders e-mail: The e-mail address that is used as the sender address
• Check conditions.
In SAP Gui transaction sost (/nsost) you can find the mail transmission request
via SAPConnect.

Figure 91: Mail Forms - Multiple Link Tracking in BI

Multiple link tracking is possible. You can add multiple Web links to your e-mail
mail form. You can track click-troughs to each link in the e-mail.
In cases where there are multiple links in an email form, analyze click throughs to
each link or link categories by running a BW report.

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Unit 5: Personalized Mails CR600

Reminder:
• Use the ++ at the end of a URL when the link is to an target internal site,
such as a Web shop.
• Use the ## at the end of a URL when the link is to an external site, such as
Yahoo!.
– When the recipient clicks on an external link (##) in the email, the link
does not connect to the external site directly. It takes a detour to the
SAP system where the link hit is counted and tracked. After that, the
recipient will be directed to the external (intermediate) link.
For more detailed information on BI content please have a look in the Appendix
(Personalized Mail Forms – Reporting on Link Tracking).

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CR600 Lesson: Personalized Mails

Exercise 12: Personalized Mail - Creating

an E-Mail Form
Exercise Objectives
After completing this exercise, you will be able to:
• Create a personalized email form for an email campaign.

Business Example
You have set up the marketing plan and the related campaigns.

Task 1:
To include customer-specific marketing attributes in the e-mail form, you have to
define an Attribute Context.
1. Define a new Attribute Context in SAP GUI - Customizing
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Personalized Mail → Maintain
Attribute Context for Mail Forms.
Create a new Attribute Context ZACG## with the description G## Attribute
list (## being your group number) and assign the Marketing attribute set
SAPCRM_SET and Z_Sport_CR600.
2. Log on to the CRM Web Client UI, choose Business Role Marketing
Professional.
Now you create a new mail form Z##_MAIL. Use as same entry as mail
form description Z##_MAIL and assign your just created Attribute Context
ZACG## (G## Attribute list) to it.
The mail text type should be HTML Personalize the first two text elements
in the following way:
Customers should receive the following salutation, depending on their
gender:

Condition Salutation
Person Gender = male Dear Mr. Last name
Person Gender = female Dear Mrs. Last name

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Unit 5: Personalized Mails CR600

Task 2:
You now want to create a new text block ID: Text Element 3 with description
Maintext.
1. Maintain some free text within a third text block like: this is a test text for
my mail. Change the color, font, or size if you wish. Within the text insert
the question: Are you interested in and include the Attribute Computer
Interests?
Why is the list of marketing attributes you can choose from limited to a
few attributes?
2. Within Text Element 3 enter a hyperlink to a certain partner web page (not
your own web site) for example: http://help.sap.com with description:
Interesting web site. You want to track the link so make sure that tracking
is possible.

Task 3:

1. Create a new personalized subject line “Welcome” and include the business
partner’s Person First Name from the business partner attribute Person
First Name.

Task 4:
Test and Preview your just created mail form and start a communication channel
test
1. Execute the communication channel test and make the following entries:
Enter the following data for testing:
Test Settings:

Comm. E-Mail
Channel:
Sender: MARKETING
Recipient train-##@educ.corp
E-Mail:

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CR600 Lesson: Personalized Mails

Business BP-ID of ##Turner, Sandra, select it with Input-Help search

Partner: for Accounts Name 1 / Last Name is ##Turner
Language: English ( or (German) depending on the language of your BP.
Check
Condi-
tions:

Optional before you send the test the mail you could display a preview of
your mail form. In the end Log Off.
2. In SAP GUI you want to find out the send status of your mail: Which SAP
GUI transaction is used for it?
3. Log on to the Windows Live Mail and check the Inbox of your mail account
train-##@educ.corp. Open your mail with subject “Welcome to PC4YOU,
##Turner” and click on the embedded link and open the Internet page or
manually paste the URL into your Internet browser.
To open Windows Live Mail choose Start → Programs → Windows Live
Mail
Take a look at the Windows Live Mail Mail Account of train-##@educ.corp.

Hint: If your Inbox does not show your mail, check for new mails
and click on Send/Receive .

Please only select your e-mail. and test the Hyperlink. You can identify it by
the subject line: “Welcome to PC4YOU, ##Turner”

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Unit 5: Personalized Mails CR600

Solution 12: Personalized Mail - Creating

an E-Mail Form
Task 1:
To include customer-specific marketing attributes in the e-mail form, you have to
define an Attribute Context.
1. Define a new Attribute Context in SAP GUI - Customizing
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Personalized Mail → Maintain
Attribute Context for Mail Forms.
Create a new Attribute Context ZACG## with the description G## Attribute
list (## being your group number) and assign the Marketing attribute set
SAPCRM_SET and Z_Sport_CR600.
a) Use the SAP GUI and navigate to the Customizing (Transaction
SPRO)
IMG: Customer Relationship Management → Marketing → Marketing
Planning and Campaign Management → Personalized Mail →
Maintain Attribute Context for Mail Forms.
Choose New Entries and enter the new attribute context with the
following data:

Attribute Context ZACG##

Description G## Attribute list
Marketing Attribute Sets select Selective Marketing
Attribute Sets

Choose ) Save
Mark your new entry and on your left double click on Marketing
attribute sets.
In the choose Marketing attribute sets choose New Entries and
enter the predefined marketing attribute set SAPCRM_SET and
Z_Sport_CR600.
Don’t forget to ( ) Save.
2. Log on to the CRM Web Client UI, choose Business Role Marketing
Professional.

Continued on next page

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CR600 Lesson: Personalized Mails

Now you create a new mail form Z##_MAIL. Use as same entry as mail
form description Z##_MAIL and assign your just created Attribute Context
ZACG## (G## Attribute list) to it.
The mail text type should be HTML Personalize the first two text elements
in the following way:
Customers should receive the following salutation, depending on their
gender:

Condition Salutation
Person Gender = male Dear Mr. Last name
Person Gender = female Dear Mrs. Last name

a) Navigation Bar: Marketing: Create → Mail Form.

General
Data:
ID: Z##_MAIL
Descrip- Z##_MAIL
tion:
Attribute ZACG## (G## Attribute list)
Context:

choose Save
Within Text Element 1 enter the salutation.
Write Dear Mr., insert the <last name> from the attribute list, choose
Attribute within the attribute selection pop-up choose Attribute
Category: Business Partner and in the list select Person: Last Name
and insert it.
In the end it should look like this:
Dear Mr. [Person: Last Name] ,
In the end choose ( ) Save.
Now create a new text element for a woman, enter the salutation.
Choose New Text Element and make the following entries:

Text Text Element 2

Element
ID:

Continued on next page

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Unit 5: Personalized Mails CR600

Descrip- To_Woman
tion:
Format: HTML

Choose: Create.
Within Text Element 2 enter the salutation.
Write Dear Ms., insert the <last name> from the attribute list, choose
the Attribute Person: Last Name and Insert it.
In the end it should look like this:
Dear Ms. [Person: Last Name] ,
In the end choose ( ) Save.
Now maintain conditions for the text elements, to do so choose Edit
Structure.
For Text Element1 enter a Description: To_Man.
In the field Attribute Description use the ( ) Input- Help and
insert the condition Person: Gender. To do so choose the Attribute
Category: Business Partner and in the list select the attribute Person:
Gender and Insert. Use the ( ) Input Help to select the Attribute
Value 2 Male.

Attribute Relational Value Value

Description. Operator Description
Person: Equal to 2 Male
Gender

For Text Element 2 proceed in the same way.

Attribute Relational Value Value

Description Operator Description
Person: Equal to 1 Female
Gender

In the end choose Back and Save.

Continued on next page

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CR600 Lesson: Personalized Mails

Task 2:
You now want to create a new text block ID: Text Element 3 with description
Maintext.
1. Maintain some free text within a third text block like: this is a test text for
my mail. Change the color, font, or size if you wish. Within the text insert
the question: Are you interested in and include the Attribute Computer
Interests?
Why is the list of marketing attributes you can choose from limited to a
few attributes?
a) Now create a new text element choose New Text Element and make
the following entries:

Text Text Element 3

Element
ID:
Descrip- Main text
tion:
Format: HTML

Choose: Create.
Within Text Element 3 write something and type in the question like:
Are you interested in <Computer Interests>?
Insert the attribute <Computer Interests> with the help of the Attribute
Selection, choose Attribute within the attribute selection pop-up
choose Attribute Category: Marketing Attributes, choose the
Attribute Computer Interests and Insert it.
In the end it should look like this:
Are you interested in [Computer Interests] ?
Choose Save
b) Why is the list of marketing attributes you can choose from limited
to a few attributes?
The list of marketing attributes is limited because the Attribute Context
ZACG## is assigned to the whole mail form. The attribute Computer
Interests is part of the attribute set SAPCRM_SET description:
Consumer Profile SAPCRM.

Continued on next page

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Unit 5: Personalized Mails CR600

2. Within Text Element 3 enter a hyperlink to a certain partner web page (not
your own web site) for example: http://help.sap.com with description:
Interesting web site. You want to track the link so make sure that tracking
is possible.
a) Choose Hyperlink

URL: http://help.sap.com
Description: Interesting web site
Tracking Via Intermediate Site
Option:

Choose Insert.
In the end, choose Save.

Task 3:

1. Create a new personalized subject line “Welcome” and include the business
partner’s Person First Name from the business partner attribute Person
First Name.
a) Enter a subject line in your mail form:
General Data enter in the field Subject: Welcome to PC4YOU,
<Person First Name>.
Choose Insert Attribute afterwards choose Attribute and within the
Pop Up select Attribute Category: Business Partner and in the list
select Person: First Name

Code Description
% SAP_A1 Person: First Name

and choose Insert to add it to the subject line.

In the end it should look like this:
Welcome to PC4YOU, %SAP_A1
Don’ forget to save your subject line, choose Save.

Continued on next page

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CR600 Lesson: Personalized Mails

Task 4:
Test and Preview your just created mail form and start a communication channel
test
1. Execute the communication channel test and make the following entries:
Enter the following data for testing:
Test Settings:

Comm. E-Mail
Channel:
Sender: MARKETING
Recipient train-##@educ.corp
E-Mail:

Business BP-ID of ##Turner, Sandra, select it with Input-Help search

Partner: for Accounts Name 1 / Last Name is ##Turner
Language: English ( or (German) depending on the language of your BP.
Check
Condi-
tions:

Optional before you send the test the mail you could display a preview of
your mail form. In the end Log Off.
a) Choose: More → Test Send & Preview,
Optional step: before you send the mail you could choose Preview and
preview window will pop up, afterwards close it choose: Close.
Send yourself the mail:
Enter the following data for testing:
Test Settings:

Comm. Channel: E-Mail

Sender: MARKETING
Recipient E-Mail: train-##@educ.corp

Continued on next page

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Unit 5: Personalized Mails CR600

Business BP-ID of ##Turner, Sandra, select it with Input-Help

Partner: search for Accounts Name 1 / Last Name is ##Turner
Lan- English (or German) depending on the language of your
guage: BP.
Check
Condi-
tions:

Afterwards choose Test Send.

b) You will receive the following message:
'Z_CR600_MAIL_##' has been sent to outbound mail queue.
Choose Log Off.
2. In SAP GUI you want to find out the send status of your mail: Which SAP
GUI transaction is used for it?
a) Log on to SAP GUI
The transmitting process of emails can be viewed in transaction sost. If
your want to see all transmitted emails choose the tab page Send Status
and select Transmitted . Here you find all sent emails.
3. Log on to the Windows Live Mail and check the Inbox of your mail account
train-##@educ.corp. Open your mail with subject “Welcome to PC4YOU,
##Turner” and click on the embedded link and open the Internet page or
manually paste the URL into your Internet browser.
To open Windows Live Mail choose Start → Programs → Windows Live
Mail
Take a look at the Windows Live Mail Mail Account of train-##@educ.corp.

Hint: If your Inbox does not show your mail, check for new mails
and click on Send/Receive .

Please only select your e-mail. and test the Hyperlink. You can identify it by
the subject line: “Welcome to PC4YOU, ##Turner”
a) Log on to Windows Live Mail as described

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CR600 Lesson: Personalized Mails

Lesson Summary
You should now be able to:
• Explain the editing options for mail templates
• Create personalized emails
• Create personalized subject lines
• Set up personalized mail forms, using attributes “URL links” or “Subject
lines”.

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Unit Summary CR600

Unit Summary
You should now be able to:
• Explain the editing options for mail templates
• Create personalized emails
• Create personalized subject lines
• Set up personalized mail forms, using attributes “URL links” or “Subject
lines”.

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 Unit 6
Product Proposals

Unit Overview
Product proposals are integrated with the applications SAP CRM Web Channel,
SAP Telesales, with product master data in SAP CRM, as well as segmentation.
This function helps you increase sales to your business partners by recommending
products: In addition to or in place of the one(s) already selected. These may be
more expensive products (up-selling), cheaper products (down-selling), or those
related in some way to the product (cross-selling). That can be tailored to the
requirements of a particular business partner by being matched to their marketing
profile or target group. Top n product lists can be used to provide specific lists of
products to be proposed (for example, best-sellers). Automatic product proposals
is an especially powerful tool in online scenarios, where it effectively replaces the
conventional store assistant.
Product proposals are integrated with the applications SAP CRM Web Channel,
SAP Telesales, with product master data in SAP CRM, as well as segmentation.

Unit Objectives
After completing this unit, you will be able to:
• Describe the meaning of up-,down-, and cross-selling
• Describe a product association rule
• Describe a permanent top n list
• Describe a dynamic top n list.

Unit Contents
Lesson: Product Proposuals ..................................................266
Exercise 13: Product Association Rules.................................277
Exercise 14: Top N Lists...................................................285

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Unit 6: Product Proposals CR600

Lesson: Product Proposuals

Lesson Overview
Product Proposals Overview
• Up- , Down- , and Cross-Selling
• Product Association Rules
• Permanent Top N List
• Dynamic Top N List
• Use in Interaction Center and Web Shop.

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the meaning of up-,down-, and cross-selling
• Describe a product association rule
• Describe a permanent top n list
• Describe a dynamic top n list.

Business Example
Product proposals are an opportunity for a marketing manager to increase turnover
by generating additional sales and improving customer retention and satisfaction.
Product proposals can be used in Internet Sales and in the Interaction Center.

Figure 92: Product Proposal Types: Overview

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CR600 Lesson: Product Proposuals

Cross-selling
• For a given product or combination of products, additional products are
proposed.
Down-selling
• If the customer orders products, and the resulting total price which is too
high, an alternative, less expensive produce can be proposed.
Up-selling
• In place of the product selected by the customer, higher-value alternatives
are proposed for purchase.
Top n products
Accessories

Figure 93: Definition: Cross Selling

You can create association rules that are to apply for particular target groups or
marketing profiles, or you can create “global” rules where no such restriction
applies.
Product association rules are used to determine which product or products
may be recommended in addition to (cross-selling) or instead of (up-selling or
down-selling) a given product, and under what conditions.
These conditions include the relationship between the products in terms of price
or profit margin, for example, and the target group for which these association
rules apply.

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Unit 6: Product Proposals CR600

Cross-selling functionality is used in both Internet sales (Web shop) and telesales,
where it is designed to increase turnover by generating additional sales.
For example, if a business partner orders a PC, you cross-sell by suggesting a
printer and a particular software package.

Figure 94: Definition: Up-Selling and Down-Selling

Up-selling
• In place of the product selected by the customer, higher-value alternatives
are proposed for purchase.
Down-selling
• If the customer orders products that result in a total price that is too high, an
alternative, less expensive product can be proposed.

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CR600 Lesson: Product Proposuals

Figure 95: Product Association Rules

Cross-selling
• Products A + B + C → Products D + E
– This rule states that if the (leading) products A + B + C are selected,
(dependent) products D + E are proposed. D + E will only be proposed
if all three leading products are selected.
– If you want to propose the same dependent product(s) for several
different leading products, you need to create a separate rule for each
leading product. If you simply enter all the leading products together in
one rule, then product proposals will be triggered only if all the leading
products are selected.
– In CRM Internet Sales, only cross-selling rules with one leading
product can be used.
Up-selling and down-selling
• These association rules are specified in terms of the relationships between
products. The ranking value for the products determines whether they are
proposed as up-selling or down-selling products.
Method schema
• In the method schema, you define the methods that should be used to
determine how product proposals are generated (Customizing).

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Unit 6: Product Proposals CR600

Figure 96: Procedure for Ranking Value

Product association rules for up-selling or down-selling require a ranking value for
the products specified. This ranking value is usually, but not always, related to the
price of the products in question, and sorts the products within the rule.
By creating a price determination procedure here, the ranking value can be entered
automatically for the products in an up-selling/down-selling rule.
• You may only specify one procedure, which then holds for all the
up-selling/down-selling rules you create.
• Generally speaking, your up-selling/down-selling rules should contain either
products for which all the ranking values are entered manually, or products
for which all the ranking values are determined automatically.
• If you include a new product in a rule and have the ranking value for this
product determined automatically, the ranking value for all other products in
the rule is recalculated; manually entered values will be overwritten.

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CR600 Lesson: Product Proposuals

Figure 97: Automatic Determination of Ranking Value

Figure 98: Types of Top n Product Proposal

With global product recommendations you can, for example, offer the Web
shops best-seller to all of the customers that visit your Web shop, independent of
particular target groups.
Using a global target group as a reference, certain products are proposed and
presented in the form of a top n product list. All Web shop customers belong to
the global target group.
Top n lists are a combination of business partners and products that are valid
for a specific period of time.
A top n list consists of information entered on two levels: a header containing
mainly administrative information, and one or more top n items containing the
actual business partner, product, and time stamp combination.

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Unit 6: Product Proposals CR600

Top n lists are created by evaluating sales data from SAP BW for the target group
and are displayed for all business partners in the target group.
Top n lists are created manually or may be determined from SAP BW using data
mining techniques.
Top n lists are stored and maintained in partner/product ranges structures.

Figure 99: Create Permanent Top N List - Header / Item Level

In the field ID / description, enter an ID and description for the top n item.
If required, enter the Web shop in which the item is to be used.
You also have the option of setting the Exclusion indicator here, excluding the
products defined for this particular item.
In the item detail area, enter the following data:
• Business Partner: Assign the relevant marketing segments (profiles, target
groups, or profile sets) to the item.
Time Stamp: Enter the period for which the top n list is to be valid.
• You also have the option of setting an exclusion indicator, and, by doing so,
of excluding specific time periods from the PPR.

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CR600 Lesson: Product Proposuals

Figure 100: Create Permanent Top N List Manually or Rule based

In the item detail area, enter the following data:

• Product:
– Assigning products manually:
In the Rule Type field, select Product. Use the input help to search
for and select a product.
– Assigning products determined from SAP BW:
In the Rule Type field, select Rule. Choose Parameters and enter the
name of the SAP BW parameter ID to be used. Choose Execute to run
the selection process from SAP BW.
– Any products selected from SAP BW in a previous selection run will
be removed from the list before the new products are added. Note,
however, that manually assigned products are not affected.

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Unit 6: Product Proposals CR600

Figure 101: Simulation of Product Proposals Interface

In SAP GUI SAP Menu: Marketing → Expert Tools (Transaction

CRMD_MKT_TOOLS) you can find a Report “Simulation of Product Proposal
Interface” to test the product proposals
Purpose
• This report allows you to simulate product proposals. The system displays
product proposals determined from the data entered as well as additional
information.
Prerequisites
• Product association rules must be maintained.
Output
• Product proposals
• Additional information.

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CR600 Lesson: Product Proposuals

Figure 102: Method Schema: Definition

Defining a method schema

• To generate cross-selling suggestions, different product association rules are
combined in a method schema. This consists of function modules reading
and evaluating the product association rules and then combining the resulting
products in a particular way.
• Method schemes are defined in Customizing: Customer Relationship
Management → Marketing → Product Proposals → Define Method Schema
You can choose the Basic or Expert View.
• For each method schema, choose which function module you wish to insert
into the method schema.
• Accessories offered as a product proposal do not depend on the target group,
but on the product.

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Unit 6: Product Proposals CR600

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CR600 Lesson: Product Proposuals

Exercise 13: Product Association Rules

Exercise Objectives
After completing this exercise, you will be able to:
• Create product association rules (cross-selling, up-selling, and down-selling).

Business Example
In CRM Marketing, cross-selling is a generic term for a function by which, for a
given product or combination of products, additional, more expensive, or in some
cases less expensive products are proposed.
Cross-selling functionality is used in both SAP Internet Sales (Web Shop) and
Telesales where it is designed to increase sales by generating additional sales.
Log on to the CRM Web Client UI; choose Business Role Marketing
Professional.

Task 1:
As marketing manager, you want to create the following product association rules
for a target group. First of all you want to create a cross selling rule, for example,
if a Business Partner orders a PC you “cross-sell” by suggesting a printer and a
particular software package.
1. Cross-Selling Rule
Navigation Bar Marketing: Create → Cross Selling Rule.
Create a cross-selling rule with the description Z_CS_## for target group
PP_##, which already exists in the system.
For the leading product HT-1001 (Notebook Basic 17,) specify that the
additional (dependent) product HT-1051 (DeskJet Mobile) is to be suggested
for purchase by members of your target group.
Check, activate, and save your newly created rule.

Hint: If you save before activation, the rule is saved as inactive.

2. Up and Down-Selling Rule

Now create an Up-Selling Rule – In place of the product selected by the
customer, higher-value alternatives are proposed for purchase.
Create an up-selling rule Z_UpD_## for target group PP_##.

Continued on next page

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Unit 6: Product Proposals CR600

For the product ID HT-1000 (Notebook Basic 15) you can specify that the
more expensive product ID HT-1001 (Notebook Basic 17), or the even more
expensive product ID HT-1010 (Notebook Professional 15) is to be proposed
in its place. The most expensive product should be offered first (the higher
the ranking value, the greater the value of the product): the number you enter
in the Ranking column reflects the value of the product, and therefore, which
of the products is to be suggested first.
Activate and save your newly created rule.

Hint: If you save before activation, the rule is saved as inactive.

Task 2:
Check product proposals: In order to check if the product proposals are working
properly, you do not necessarily have to enter the applications, for example, Web
Shop or Interaction Center. In SAP Gui there is a report available for testing.
1. Call up the report Simulation of Product Proposal Interface.
Log on to the SAP GUI.
Use SAP Menu: Marketing → Expert Tools.
Folder Product Proposals:
Choose the Report Simulation of Product Proposal Interface.
click on Execute
2. Test for Cross-Selling:
Within the Report Simulation of Product Proposal Interface fill in the
following fields:

Target Group: Description PP_##

Source Prod.: Product IDs HT-1001
Control Parameter Product Proposal 000001(Cross Selling)
Method schema

Execute.
Which products are shown in the result? __________________
3. Test Up-/Down-Selling:
Within the Report Simulation of Product Proposal Interface fill in the
following fields

Continued on next page

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CR600 Lesson: Product Proposuals

Target Group: Description PP_##

Source Prod.: Product IDs HT-1000
Control Parameter Product Proposal 000010
Method schema (CS/UpS/DownS/Acc./Topn - Glob,
TG, Prof)

Execute.
Which products are shown in the result? __________________
4. Find out more about the Method Schema.
Log on to the SAP GUI and go to the Customizing (transaction SPRO) to
view the method schema:
IMG: Customer Relationship Management → Marketing → Product
Proposals → Define Method Schema (Basic). You can choose the Basic
or Expert Mode.
Which product proposals are supported by the Method schema: 0000010?
__________________________________________________________
__________________________________________________________

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Unit 6: Product Proposals CR600

Solution 13: Product Association Rules

Task 1:
As marketing manager, you want to create the following product association rules
for a target group. First of all you want to create a cross selling rule, for example,
if a Business Partner orders a PC you “cross-sell” by suggesting a printer and a
particular software package.
1. Cross-Selling Rule
Navigation Bar Marketing: Create → Cross Selling Rule.
Create a cross-selling rule with the description Z_CS_## for target group
PP_##, which already exists in the system.
For the leading product HT-1001 (Notebook Basic 17,) specify that the
additional (dependent) product HT-1051 (DeskJet Mobile) is to be suggested
for purchase by members of your target group.
Check, activate, and save your newly created rule.

Hint: If you save before activation, the rule is saved as inactive.

a) Cross-Selling Rule
Navigation Bar Marketing: Create → Cross Selling Rule.
Enter or check the following data:

Descrip- Z_CS_##
tion:
Usage: Target Group
Segment: PP_##

Assignment Block Leading Products

ID: HT-1001 Product: Notebook Basic 17
Assignment Block Depending Products
ID: HT-1051 Product: DeskJet Mobile
Save your newly created rule.
Choose Save.
Change the Status to Active (select it in the Status drop-down list box).
Choose Save again.
Continued on next page

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CR600 Lesson: Product Proposuals

2. Up and Down-Selling Rule

Now create an Up-Selling Rule – In place of the product selected by the
customer, higher-value alternatives are proposed for purchase.
Create an up-selling rule Z_UpD_## for target group PP_##.
For the product ID HT-1000 (Notebook Basic 15) you can specify that the
more expensive product ID HT-1001 (Notebook Basic 17), or the even more
expensive product ID HT-1010 (Notebook Professional 15) is to be proposed
in its place. The most expensive product should be offered first (the higher
the ranking value, the greater the value of the product): the number you enter
in the Ranking column reflects the value of the product, and therefore, which
of the products is to be suggested first.
Activate and save your newly created rule.

Hint: If you save before activation, the rule is saved as inactive.

a) Navigation Bar Marketing: Create → Up-/Down-Setting Rule.

Enter or check the following data:

Descrip- Z_UpD_##
tion:
Usage: Target Group
Segment: PP_##

Enter the data, the ranking might come automatically. It depends if

your instructor activated the automatic determination of ranking value
in Customizing before the exercise.

ID Product Ranking
HT-1010 Notebook Professional 15 3
HT-1001 Notebook Basic 17 2
HT-1000 Notebook Basic 15 1

Do not forget to change the Status to Active (Status drop down list).
Save your data.

Continued on next page

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Unit 6: Product Proposals CR600

Task 2:
Check product proposals: In order to check if the product proposals are working
properly, you do not necessarily have to enter the applications, for example, Web
Shop or Interaction Center. In SAP Gui there is a report available for testing.
1. Call up the report Simulation of Product Proposal Interface.
Log on to the SAP GUI.
Use SAP Menu: Marketing → Expert Tools.
Folder Product Proposals:
Choose the Report Simulation of Product Proposal Interface.
click on Execute
a) -
2. Test for Cross-Selling:
Within the Report Simulation of Product Proposal Interface fill in the
following fields:

Target Group: Description PP_##

Source Prod.: Product IDs HT-1001
Control Parameter Product Proposal 000001(Cross Selling)
Method schema

Execute.
Which products are shown in the result? __________________
a) The result should show the following products:
HT-1001 = source product => HT-1051 = result products
3. Test Up-/Down-Selling:
Within the Report Simulation of Product Proposal Interface fill in the
following fields

Target Group: Description PP_##

Source Prod.: Product IDs HT-1000
Control Parameter Product Proposal 000010
Method schema (CS/UpS/DownS/Acc./Topn - Glob,
TG, Prof)

Execute.

Continued on next page

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CR600 Lesson: Product Proposuals

Which products are shown in the result? __________________

a) The result should show the following products:
Up-/down-Selling:
HT-1000 = source product => HT-1001, HT-1010 = result products
4. Find out more about the Method Schema.
Log on to the SAP GUI and go to the Customizing (transaction SPRO) to
view the method schema:
IMG: Customer Relationship Management → Marketing → Product
Proposals → Define Method Schema (Basic). You can choose the Basic
or Expert Mode.
Which product proposals are supported by the Method schema: 0000010?
__________________________________________________________
__________________________________________________________
a) Select the Method schema: 0000010 and on your left double click
on Structure-Overview. The system displays the composition of the
method schema.
The Method schema: 0000010 considers for target group, profile (=
segments) or global proposals for
• Cross-Selling
• Up-Selling
• Down-Selling
• Top N Lists
• Accessories
• Products proposals coming from campaigns.

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Unit 6: Product Proposals CR600

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CR600 Lesson: Product Proposuals

Exercise 14: Top N Lists

Exercise Objectives
After completing this exercise, you will be able to:
• Create a permanent Top N list
• Assign a Top N list to a target group.

Business Example
With Top N lists, products can be permanently proposed either to a particular
target group or globally.
Maintaining a top N list enables you to promote products that may not necessarily
be best-sellers: they may, for example, be new to the market or you may want to
discount them for stock clearance purposes.

Task 1:
With Product Recommendations, you can, for example, offer the best-seller of the
entire Web Shop to the customers that visit your Web Shop.
1. Log on to the CRM Web client, choose Business Role Marketing
Professional
Create an own Top-N List. Log on to the Web client UI Business Role
Marketing Professional.
Navigation Bar Marketing: Create → Top-N List.
Create a Top N list called Z_Top-N-List_##, use this name for the ID and
description as well. You first create the header level and then the item level.
2. Go to the item level use for ID and enter the description Z_TOP-N-ITEM##.
On Assignment Block Manually Assigned Products.
Select the following three products as product recommendation.

ID Description
HT-1000 Notebook Basic 15
HT-1021 Easy Hand V
HT-1032 Beam Screen

On Assignment Block Validity Periods.

The time frame from should be from today’s date to the end of next month.

Continued on next page

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Unit 6: Product Proposals CR600

On Assignment Block Segments.

Assign your target group PP_## to the item,

Caution: Do not type it in manually, use the Input – Help to

select it.

3. Save your Top-N list and change the status to active.

Task 2:
Check product proposals:
In order to check that the product proposals are working properly you do not
necessarily have to enter the applications, for example, Web Shop or Interaction
Center. There is a report showing you the results of your customizing settings.
1. Call up the report Simulation of Product Proposal Interface.
Log on to the SAP GUI.
Use SAP Menu: Marketing → Expert Tools.
Folder Product Proposals:
Choose Report Simulation of Product Proposal Interface.
2. Test your Top-N List
Within the Report Simulation of Product Proposal Interface fill in the
following fields:

Target Group: Description PP_##

Control Parameter Product Proposal 000005 (Top N List)
Method schema

Execute.
Which products are shown in the result?
____________________________________________________________
____________________________________________________________
Why don't you have to enter a Source Product ID?
____________________________________________________________

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CR600 Lesson: Product Proposuals

Solution 14: Top N Lists

Task 1:
With Product Recommendations, you can, for example, offer the best-seller of the
entire Web Shop to the customers that visit your Web Shop.
1. Log on to the CRM Web client, choose Business Role Marketing
Professional
Create an own Top-N List. Log on to the Web client UI Business Role
Marketing Professional.
Navigation Bar Marketing: Create → Top-N List.
Create a Top N list called Z_Top-N-List_##, use this name for the ID and
description as well. You first create the header level and then the item level.
a)

ID*: Z_Top-N-List_##
Top- N Z_Top-N-List_##
List:

Do not make any changes in the fields Language <your log on

language> and Status <In Process>.
Choose Back to go to the item level.
2. Go to the item level use for ID and enter the description Z_TOP-N-ITEM##.
On Assignment Block Manually Assigned Products.
Select the following three products as product recommendation.

ID Description
HT-1000 Notebook Basic 15
HT-1021 Easy Hand V
HT-1032 Beam Screen

On Assignment Block Validity Periods.

The time frame from should be from today’s date to the end of next month.
On Assignment Block Segments.
Assign your target group PP_## to the item,

Continued on next page

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Unit 6: Product Proposals CR600

Caution: Do not type it in manually, use the Input – Help to

select it.

a) ID Z_TOP-N-ITEM## Item: Z_TOP-N-ITEM##

ID: Z_TOP-N-ITEM##
Item: Z_TOP-N-ITEM##

On Assignment Block Manually Assigned Products.

Select the following three products as product recommendation.

ID Description
HT-1000 Notebook Basic 15
HT-1021 Easy Hand V
HT-1032 Beam Screen

b) On Assignment Block Validity Periods.

Valid from: today’s date

Valid to: (end of next month)

c) On Assignment Block Segments.

Assign your target group PP_## to the item, use the Input – Help
to select it.
Choose Input –Help.
Search Criteria:

Segment is Target Group

Usage is Product Proposal
Category
Descrip- is PP*##
tion

In the Result List select your target group PP_##.

In the end choose Back to come back to the Top-N List Overview.

Continued on next page

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CR600 Lesson: Product Proposuals

3. Save your Top-N list and change the status to active.

a) In the Top-N Overview choose Save to save your entries so far.
You cannot use your Top N List yet, until it has been activated.
Choose Edit to return to the Header Level and change the status by
selecting Active in the drop-down list box for Status.
Choose Back on the Top-N Overview choose Save.

Task 2:
Check product proposals:
In order to check that the product proposals are working properly you do not
necessarily have to enter the applications, for example, Web Shop or Interaction
Center. There is a report showing you the results of your customizing settings.
1. Call up the report Simulation of Product Proposal Interface.
Log on to the SAP GUI.
Use SAP Menu: Marketing → Expert Tools.
Folder Product Proposals:
Choose Report Simulation of Product Proposal Interface.
a) see task
2. Test your Top-N List
Within the Report Simulation of Product Proposal Interface fill in the
following fields:

Target Group: Description PP_##

Control Parameter Product Proposal 000005 (Top N List)
Method schema

Execute.
Which products are shown in the result?
____________________________________________________________
____________________________________________________________
Why don't you have to enter a Source Product ID?

Continued on next page

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Unit 6: Product Proposals CR600

____________________________________________________________
a) Execute.
The result should show the following products:
Origin: Top n list:
HT-1000, HT-1021, and HT-1032 = result list of all top n products.
b) There is no source product Id necessary because the Top N-list depends
on the target group and not on a product. Regardless what product your
target group member is going to buy the products of the Top N- list will
always be proposed to him/her.

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CR600 Lesson: Product Proposuals

Lesson Summary
You should now be able to:
• Describe the meaning of up-,down-, and cross-selling
• Describe a product association rule
• Describe a permanent top n list
• Describe a dynamic top n list.

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Unit Summary CR600

Unit Summary
You should now be able to:
• Describe the meaning of up-,down-, and cross-selling
• Describe a product association rule
• Describe a permanent top n list
• Describe a dynamic top n list.

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 Unit 7
Lead Management and Surveys

Unit Overview
A lead in SAP CRM is a business transaction which describes, stores, updates, and
manages the potential interest of (and interaction with) a business partner over a
certain time frame. Lead Management Main Features
• Process Overview and Definitions
• Lead Generation
• Lead Processing
– Lead Qualification
– Lead Survey Determination
– Lead Transfer to Sales

Unit Objectives
After completing this unit, you will be able to:

• Describe the functions in SAP CRM Lead Management

• Set up a survey for lead execution
• Create a lead and execute it
• Customize SAP CRM Lead Management.

Unit Contents
Lesson: Lead Management ...................................................294
Exercise 15: Lead Management.......................................... 311

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Unit 7: Lead Management and Surveys CR600

Lesson: Lead Management

Lesson Overview
Leads are used to qualify a business partner's interest in a particular product or
in making a purchase, with the aim of both establishing and then subsequently
influencing this interest. Once a lead has reached a certain status, it can be passed
on to "Sales" as decision support for creating an opportunity.

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the functions in SAP CRM Lead Management
• Set up a survey for lead execution
• Create a lead and execute it
• Customize SAP CRM Lead Management.

Business Example
Your company wants to update and manage the potential interest of (and
interaction with) a business partner over a certain timeframe.

Figure 103: Lead Management Definitions

Business Partner: Both customers and prospects can be considered as leads.

• The business partner relating to the object lead or opportunity is known as a
prospect, defined as a business partner interested in conducting business or
by which such an interest is assumed. If a lead is turned into a opportunity,
this same prospect is also transferred.

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CR600 Lesson: Lead Management

Organizational units: An organizational unit can either all belong to one

application (for example, sales organizations in CRM) or to different applications
(for example, company code in FI and AM, plant in MM and SD).
Activities: Leads can be generated on the basis of activities or can be the basis
for follow-up activities.
• Leads are used to qualify a business partner's interest in a particular product
or interest in making a purchase, with the aim of establishing and then
influencing this interest. The qualification process can be performed on
the basis of direct contact with the business partner, or on the basis of an
automated collection of indices. Once a lead has reached a certain status, it
can be passed on to a sales employee or channel partner as decision support
for creating an opportunity.
• Due to the fact that leads are defined as business transactions in the system,
Lead Management is assigned to the component Business Transactions CRM
(CRM-BTX-LEA) in the application component hierarchy. From a usage
point of view, however, this component is positioned within marketing
because this is where the lead generation process itself is usually triggered.

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Unit 7: Lead Management and Surveys CR600

Figure 104: Lead Creation and Generation: Different Channels

1. Generate lead
Your lead manager can create leads and assign a person responsible for the
lead. You can create leads across all interaction channels, such as manually
in SAP CRM; Campaigns; Channel management, as in channel partner
portals; E-Selling, as in the Web shop; Internet, through links attached to
questionnaires; Telemarketing, as in the Interaction Center
Templates for leads: You have the option to create leads with the help of
templates.
2. Assign prospect
You can manually assign an appropriate business partner to the lead, such as
a sales prospect or contact person. In the B2B context, the main business
partner assigned to the lead is usually the sales prospect.
3. Assign products
You can assign a product to the lead by entering the product name in the
Description field or by entering a product number.
4. Assign surveys
Your lead qualifier has the option to assign one or multiple questionnaires to
a lead. These questionnaires are predefined with single or multiple-choice
questions, as well as space to enter free text. Based on the answers provided,
a score is calculated and the qualification level set accordingly.

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CR600 Lesson: Lead Management

For more information on settings for questionnaires see Customizing: IMG :

Customer Relationship Management → Transactions → Settings for Leads →
Questionnaires for Leads → Define Determination for Questionnaires and Define
Determination Criteria for Questionnaires.

Figure 105: Lead - General Data

Leads are used to qualify a business partner's interest in a particular product or

in making a purchase, with the aim of both establishing and then subsequently
influencing this interest. The qualification process can be performed on the
basis of direct contact with the business partner, or on the basis of an automated
collection of indexes. After a lead has reached a certain status, it can be passed on
to “Sales” as decision support for creating an opportunity.
Lead Structure
Each lead has:
• A status, for example, lost, in process, or won.
• An origin, which describes the source of the lead.
• A type, represented by the lead group, which describes a certain
classification used for evaluation purposes.
• A priority, which describes the urgency with which the lead should be
processed.
• A qualification level, which describes the potential level of interest
demonstrated by the business partner.

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Unit 7: Lead Management and Surveys CR600

Business partners: The business partner relating to the object lead or opportunity
is known as a prospect, which is defined as a business partner interested in
conducting business or for whom such an interest is assumed. If a lead is turned
into an opportunity, this same prospect is also transferred to the opportunity.
Depending on the type of prospect, a contact person may also be defined. Assume,
for example, that a business partner, for example, Mr. Wright, is the main contact
person for the company ABC Inc. In the lead, ABC Inc. is defined as the prospect,
and Mr. Wright as the contact person. Business partners in turn can be assigned to
products within leads.

Figure 106: Lead Assignment Blocks Example

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CR600 Lesson: Lead Management

You can store further information on the other assignment blocks:

• Products
If you do not know the exact product name or product category, you can enter
a rough product name first. You will then receive an error message related to
this in the message log. In this case, you can only save the opportunity as
incomplete.
• Texts / Notes
In the lead, you can create, change or display different text types for your
own use, or for your correspondence with business partners.
• Organizational Data
Lead Management is integrated into CRM Organizational Management.
The Organization data is only displayed if an organizational data profile
has been assigned for organizational management for the transaction type.
The organizational data (sales organization, distribution channel, sales
office, sales group and responsible organizational unit) is then determined
automatically. You can change the organizational data in the document
or enter new data if a field is empty. If the data is entered manually, the
system checks whether this combination of organizational data (e.g. sales
organization and distribution channel) is maintained in the organizational
model.
• Assessments
Questionnaire used for a survey.

Figure 107: Lead Processing in SAP CRM

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Unit 7: Lead Management and Surveys CR600

Leads facilitate your company chance to make business. With leads, you can
provide a streamlined link between marketing and sales so as to accelerate the
process between first interest and sales. Leads can help you to find out more
about a potential business.
Lead Management is designed to help automate the initial pre-sales process,
freeing up your sales department to focus on the most valuable prospects and
opportunities. By deploying the lead management processes, you can:
• Improve both your response rates to customer requests and your
understanding of customer needs
• Create high-quality leads and increase your revenues
• Streamline the capture, distribution, and qualification of leads across a
multitude of channels through systematic and efficient tracking of the
progress of leads. This is achieved through a process of closed-loop
monitoring, thereby allowing your sales organization to improve close rates
with reduced sales time and cost.
• Use strategic reporting functions to measure the success of leads with
Lead Management, and to support medium to long-term decision-making.
Strategic reporting is performed in the SAP Business Information Warehouse.
• Facilitate various roles such as lead manager, lead qualifier, channel manager,
partner manager, and partner employee. Your interaction center agents or
sales representatives can also use this feature.

Figure 108: Lead Management Process Overview

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CR600 Lesson: Lead Management

The Lead Management process starts with gathering relevant information about
business partners or prospects across all channels. During the lead qualification
process, leads are qualified in different levels (for example, hot, warm, cold)
according to their potential business interest.
Lead routing based on qualification level
(example: requires setting up a workflow for this)
• Hot → Routes to sales
• Warm → Routes to call center
• Cold → Routes to channel partners.
Transfer can be done automatically
• Using standard Business Workflow model in SAP CRM
• Delivered example workflow can be adapted to individual company-specific
needs.

Figure 109: Lead Processing

Purpose
• This process enables manual and automatic qualification of leads to set the
lead qualification level. Lead processing also includes the creation of a
business transaction, such as an opportunity, from a lead.
Prerequisites
• You have maintained your settings for Lead Management in Customizing.
• You have created a business partner with the role Employee. This is required
for indicating the Employee Responsible when qualifying leads.
• If you want to qualify leads using questionnaires, you first need to configure
the survey application tool.

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Unit 7: Lead Management and Surveys CR600

Lead Workflow
• Once a lead has reached a certain qualification level, for example Hot, it can
be transformed into an opportunity and passed on to the sales department
for further processing.
– You can set up appropriate workflow to automate the process of
assigning statuses to leads, such as Lost, In Process, or Won. For
example, when a sales representative accepts a Hot lead from the
workflow and converts it to an opportunity, the status of the lead can be
automatically set to Won.
• The lead qualifier can also set the status of leads manually on the basis of
certain indices or by directly talking to the business partner, or a mixture
of both methods. Further, depending on the level of information available
about the business partner, the lead qualifier can directly qualify leads during
the manual creation of leads.

Figure 110: Lead Customizing at a Glance

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CR600 Lesson: Lead Management

Figure 111: Define Transaction Types

In this process, you define transaction types.

A transaction type defines the properties and characteristics of a business
transaction (for example, a lead), and defines the control attributes (for example,
text determination procedure, partner determination procedure, status profile,
organizational data profile). A transaction type controls the processing of a
specific business transaction.
A transaction type is assigned to one or several business transaction categories.
The business transaction category determines the business context in which the
transaction type can be used. This means that one business transaction category is
the leading business transaction category.
Different Customizing settings must be maintained at header level for each
business transaction category. For the business transaction category Lead, settings
such as the text procedure or the partner determination procedure must be
maintained. The status profile, or organizational data profile, must be maintained
for the business transaction category Sales, along with the date profile.
Further notes
• If the following are not assigned to a transaction type, the corresponding are
not displayed in transaction processing:
– Partner determination procedure
– Text determination procedure
– Organizational data profile or date profile.
• On the Customizing header, you can additionally define that only one lead
can be created per business partner.

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Unit 7: Lead Management and Surveys CR600

Figure 112: Define Object Relationship Profile

Define object relationship profile

In this activity, you define an object relationship profile. You can assign the object
relationship profile to a transaction type in order to reference it later on.
With the object relationship profile, you specify which objects can be linked with
a lead or activity. You can link the following objects with a lead:
• Subordinate leads
– You can link leads together to display objects that belong together. This
is possible when a lead represents several sub-objects in its data. In this
way, you can also depict hierarchical structures.
The links are displayed in the lead maintenance as Object Links or Reference.
In the user interface settings you can define which objects should be displayed in
the lead header. As per SAP default a lead can always referred to a campaign. For
activities you have to maintain the reference to a campaign if you want to do so.

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CR600 Lesson: Lead Management

Figure 113: Lead Qualification

Purpose: Lead qualification is the name given to the process by which leads are
repeatedly processed with the purpose of establishing and improving the level of
interest represented by the lead, with the aim of transforming the lead into an
opportunity.
Prerequisites: In Customizing, you have maintained your settings for Lead
Management. To learn which settings are required choose IMG: Customer
Relationship Management → Transactions and read the documentation for the
chapter Settings for Leads. For general information on the Survey Tool (used
to create questionnaires), see the SAP Library under Customer Relationship
Management → CRM Cross-Application Components → Survey Tool.
Process Flow: Lead qualification is an iterative and interactive process by which
a lead may be processed several times over a given period. In each case, the lead
is assigned a status – lost, in process, or won – either on the basis of certain
indices, by asking the business partner directly, or a mixture of both methods. In
telesales, the lead qualifier can be supported by a questionnaire. Once a lead has
reached a certain qualification level (for example, hot) it can be transformed into
an opportunity and is passed on to the sales department for further processing. A
workflow can be automatically started to support the decision-making process.
Leads may, however, also be qualified at the generation stage, depending on the
information at hand. Since leads are time-based business transactions, the lead
qualifier will normally open and process the same lead a number of times (usually
at certain intervals) until processing is completed.

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Unit 7: Lead Management and Surveys CR600

Figure 114: Lead Qualification with Surveys

As part of the lead qualification process, you are able to use questionnaires to help
you assign the correct qualification level to a lead. The answers to each question
can be evaluated and a qualification level assigned to the lead automatically,
according to the proportion of favorable replies.
In this activity, you create the questionnaire to appear under the Evaluation tab in
the transaction for processing leads.
This involves:
• Determining the layout of the questionnaire
• Defining the questions
• Specifying possible answers and how replies are to be entered (radio button,
for example)
• For evaluation purposes, entering the rating factor for both the questions and
the possible answers

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CR600 Lesson: Lead Management

Figure 115: Lead Qualification Level Customizing

Define lead qualification levels

• In this activity, you define the qualification levels that may be assigned to
leads during the qualification process.
• These levels are then available to you as input help for the Qualification
Level (Manual) field.

Figure 116: Lead Determination for Multiple Surveys

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Unit 7: Lead Management and Surveys CR600

In this IMG activity, you can define which rules you wish to use for finding your
lead questionnaires. You can determine which questionnaire should be found in a
given time period for a particular transaction type and item category. To further
refine determination, there is an additional step in which you can define additional
determination criteria and group these together.
These criteria groups can be used to further restrict determination from a defined
combination of questionnaires, validity period, transaction type, and item category
using lead attributes (origin, priority, sales organization, and so on).
Define the determination criteria for questionnaires. These criteria are independent
from the surveys, the time period, and transaction types. You can reuse them in
different contexts.
Define the determination for questionnaires. Combine the criteria with the
transaction type, the survey, and the time period. Additionally, you can set the
determination rule to Active or the survey as Mandatory.

Figure 117: Lead Analysis Examples

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CR600 Lesson: Lead Management

Lead Analysis:
• There are example queries in the business content.
– Lead: Channel Analysis: This application allows you to analyze the
best communication channel (such as e-mail, brochure, telephone) at
the start of a marketing campaign. After each marketing campaign,
the lead manager can analyze how useful the communication channel
was compared to other channels.
– Lead: Efficiency Reporting: This application allows you to analyze
the efficiency of your lead qualification. Navigation via sales
organization or responsible employee means that you can analyze team
efficiency as well as look at the options for improving the qualification
process.
– Lead: Qualification Level Analysis: You can analyze the degree of
difficulty in transforming a lead into an opportunity, according to the
initial qualification level of a lead, the assumption being that it is more
difficult to transform a cold lead into an opportunity than a hot lead.
– Lead: Historical Evaluation Analysis: This application allows you to
analyze leads over different time periods, for example, over a quarter
compared to over a year. It shows whether general changes can be seen
in the leads over a particular time period.
– Lead: Lost Leads Analysis: This application is used to analyze lost
leads. This improves any future leads because you can analyze the
main reasons why the lead was lost. Once you know the reasons, you
can work on new strategies.

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Unit 7: Lead Management and Surveys CR600

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CR600 Lesson: Lead Management

Exercise 15: Lead Management

Exercise Objectives
After completing this exercise, you will be able to:
• Check relevant Customizing Prerequisites for Lead Management
• Create and Qualify Leads.

Business Example
Before you can start the Lead Generation and Lead Qualification process, some
Customizing prerequisites need to be checked first.
This includes:
• Definition of a Lead Questionnaire
• Determination of Lead Questionnaires
• Assign Qualification Levels to Questionnaires.
Leads will be created as a result of a campaign.

Task 1:
Log on to the SAP GUI.
1. Check relevant Customizing Prerequisites for Lead Management. Have a
look at Lead Transaction Type Z600 in Customizing.
Customizing: IMG: Customer Relationship Management → Transactions →
Basic Settings → Define Transaction Type.
2. What is the leading transaction category?
____________________________________________________________
3. How many Leads can be created per Business Partner?
____________________________________________________________
4. Define a new Lead Group Z## with the description Group ## and a new
Lead Origin X## with the description Lead ##.
Customizing: IMG: Customer Relationship Management → Transactions→
Settings for Leads.

Continued on next page

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Unit 7: Lead Management and Surveys CR600

Task 2:
Create a Lead Questionnaire called CR600_LEAD_##.
1. Customizing: IMG: Customer Relationship Management → Transactions →
Settings for Leads → Questionnaires for Leads → Define Questionnaires.
2. a) Define your Lead Questionnaire CR600_LEAD_## within the Survey
Suite. It should contain the following data:
Title: Follow up on Special offers CR600_##
Section Title: Survey ##
b) Question 1: Are you interested in our special offers?
Answer option Yes or No should be possible by selection with Radio Button.
c) Question 2: Do you want to visit our next road show?
Answer option Yes or No should be possible by selection with Radio Button.
d) Question 3: Would you like to receive our Newsletter? Insert the question
so the answer gets saved as a marketing attribute. Use the marketing attribute
set Z_CR600Template and choose the attribute Z_News to save the answer
in account master data.
e) Question 4: Do you want to make any comments? It should be possible
to enter the comments in Text field Size (5 lines 50 columns).
f) Last but not least change the text for the Pushbuttons of the questionnaire
change Button Save to “Save and Thank you” Button and the Reset Button to
“Reset -Do it again”.
In the end save and activate your questionnaire. The Description and Short
description is the name of your questionnaire: CR600_LEAD_##.

Task 3:
Define a Rating your questionnaire CR600_LEAD_## and assign Qualification
Levels for Questionnaires.
1. Assign a Rating to your Questions and Answer options.
The 1. Question is rated with rating factor 2, Answer: “Yes” rates 2, Answer
“No” rates 1.
The 2. Question is rated with rating factor 2 Answer “Yes” rates 3, Answer
“No” rates 1.
The Yes answer should always be selected.
The marketing attribute question and text comments should have no influence
on the rating.

Continued on next page

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CR600 Lesson: Lead Management

You have to activate your questionnaire again because with your changes
you have created the next survey version.
2. Assign Qualification Levels to your Questionnaire CR600_LEAD_##
a) Your lead questionnaire should be qualified as cold until you have reached
59% off all rating points, the level warm until 84% and afterwards it will be
qualified as level hot.
b) How will your questionnaire be qualified (level: cold, warm, hot) if you
answer the first question with “No” and the second with “Yes”?
____________________________________________________________

Task 4:
Define and assign a Determination Criteria for the transaction type Z600
(CR600_LEAD_##) and your survey CR600_LEAD_##. Make sure only you
will find your questionnaire and not everybody using the same transaction type
Z600 (CR600_LEAD_##).
1. Define a Determination Criteria Z##CR600 for your Questionnaire
CR600_LEAD_##.
The Criteria set Z##CR600 with description Criteria ## should be used
when the lead is selected of Lead origin X## (Lead ##) and Lead Group
Z## (Group ##).
2. Define the Determination for Questionnaires Z##Lead with description
Z##Lead for transaction type Z600 (CR600 Lead) and your Questionnaire
CR600_LEAD_## with the help of your Criteria Z##CR600. Do not forget
to mark it as active.

Task 5:
Log on to the CRM Web client; choose Business Role Marketing Professional.
1. Take a look at the Individual Account of Sandra ##Turner (Remember to
replace ## with your group number). The Attribute Newsletter (Z-News)
of marketing attribute set CR600Template (Z_CR600Template) should
not be there.
SAP Navigation Bar: Accounts & Products.
2. Test your Questionnaire CR600_LEAD_##.
a) SAP Navigation Bar: Create → Lead.
Create a lead of type CR600 Lead (Z600) and Description: 1. Test lead ##
for Prospect ##Turner (Business partner: ##Turner, Sandra) and choose
Group Group ## (Z##) and Origin: Lead ## (X##). Press Enter.

Continued on next page

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Unit 7: Lead Management and Surveys CR600

b) Is your questionnaire showing?

c) Answer the first question with “No”, the second with “Yes” and the third
with “Yes”? Is your lead qualified? Did you receive the expected answer
of task 3, 2.?
In the end do not for get to save your lead.
3. Take a look again at the Individual Account of Sandra ##Turner (Remember
to replace ## with your group number). The Attribute Newsletter (Z-News)
of marketing attribute set CR600Template (Z_CR600Template) should
be filled according to your answer.
SAP Navigation Bar: Accounts & Products.

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CR600 Lesson: Lead Management

Solution 15: Lead Management

Task 1:
Log on to the SAP GUI.
1. Check relevant Customizing Prerequisites for Lead Management. Have a
look at Lead Transaction Type Z600 in Customizing.
Customizing: IMG: Customer Relationship Management → Transactions →
Basic Settings → Define Transaction Type.
a) SAP GUI: Customizing (transaction SPRO).
IMG: Customer Relationship Management → Transactions → Basic
Settings → Define Transaction Type.
2. What is the leading transaction category?
____________________________________________________________
a) Check Details of transaction type Z600. The leading transaction
category is Lead (BUS2000108).
3. How many Leads can be created per Business Partner?
____________________________________________________________
a) For the current Transaction type Z600 the flag One Lead max. is not
set so there is no limitation, you can create as many Leads as possible
per Business Partner. You will find the relevant flag in the details of the
customizing header of the transaction type.
4. Define a new Lead Group Z## with the description Group ## and a new
Lead Origin X## with the description Lead ##.
Customizing: IMG: Customer Relationship Management → Transactions→
Settings for Leads.
a) Customizing (transaction SPRO)
IMG: Customer Relationship Management → Transactions→ Settings
for Leads→ Define Lead Groups.
Choose New Entries and make the following entries:
Lead Group: Z##, Short Description Group ##, Description Group ##.
Customizing (transaction SPRO)
IMG: Customer Relationship Management → Transactions→ Settings
for Leads → Define Lead Origins.
Choose New Entries and make the following entries:

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Unit 7: Lead Management and Surveys CR600

Lead Origin: X##, Short Description Lead ##, Description Lead ##.

Task 2:
Create a Lead Questionnaire called CR600_LEAD_##.
1. Customizing: IMG: Customer Relationship Management → Transactions →
Settings for Leads → Questionnaires for Leads → Define Questionnaires.
a) Customizing (transaction SPRO)
IMG: Customer Relationship Management → Transactions→ Settings
for Leads → Questionnaires for Leads → Define Questionnaires.
2. a) Define your Lead Questionnaire CR600_LEAD_## within the Survey
Suite. It should contain the following data:
Title: Follow up on Special offers CR600_##
Section Title: Survey ##
b) Question 1: Are you interested in our special offers?
Answer option Yes or No should be possible by selection with Radio Button.
c) Question 2: Do you want to visit our next road show?
Answer option Yes or No should be possible by selection with Radio Button.
d) Question 3: Would you like to receive our Newsletter? Insert the question
so the answer gets saved as a marketing attribute. Use the marketing attribute
set Z_CR600Template and choose the attribute Z_News to save the answer
in account master data.
e) Question 4: Do you want to make any comments? It should be possible
to enter the comments in Text field Size (5 lines 50 columns).
f) Last but not least change the text for the Pushbuttons of the questionnaire
change Button Save to “Save and Thank you” Button and the Reset Button to
“Reset -Do it again”.
In the end save and activate your questionnaire. The Description and Short
description is the name of your questionnaire: CR600_LEAD_##.
a) IMG: Customer Relationship Management → Transactions → Settings
for Leads → Questionnaires for Leads → Define Questionnaires.
Go to the Leads Area of the survey suite Leads.
Choose the Create Button and a pop-up will appear:

Applica- Lead.
tion:

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CR600 Lesson: Lead Management

New CR600_LEAD_##
Survey
name:

Press Enter and a pop-up box will appear: The survey does not yet
exist. A template will be generated.
The Survey Builder shows up: Welcome to the Survey Builder.
With the Survey Builder you can create, display and edit surveys.
Now you can start to create a new Survey or Questionnaire.
On the editor screen, double-click on the icon: Enter a Title for
Survey change the text and enter your title: Follow up on Special
offers CR600_##.
Go to the maintain texts and double-click on Button Maintain
Texts and Attributes change the text and enter the Title: Survey ##.
General comments on the Navigation within the Survey Builder.
You create Questions with and you create Answers with
With the help of the context menu (right mouse click) you can select
what you want to do like create a new question or an answer or insert
answer option.
b) Enter the 1. Question:
Double-click on and enter your question: Are you interested in
our special offers?
Double click on Answer.
Choose Answer Category: Selection Button Group (“Radio Button”).
Optional: choose Text position Text Right.
Context menu (right mouse click) on Answer, change the Answer
option and enter option Yes.
Context menu (right mouse click) on Answer Button, choose
Insert Answer option and enter No.
c) Enter the 2. Question:
To create or insert a new Question place your cursor on maintain
texts and call up the context menu (right mouse click) on Insert
Question.
Do you want to visit our next road show?

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Unit 7: Lead Management and Surveys CR600

Right mouse on and choose Insert Answer.

Double click on the Answer.
Choose Answer Category: Selection Button Group (“Radio Button”)
Optional: choose Text position Text Right.
Context menu (right mouse click) on Answer, choose Insert
Answer option and enter Yes.
Context menu (right mouse click) on Answer, choose Insert
Answer option and enter No.
d) Enter the 3. Question:
To create or insert a new Question for Marketing Attributes, place
your cursor on maintain texts, call up the context menu (right
mouse click and choose Add Question for Marketing Attribute.
Select the Attribute Set: Z_CR600Template, use the F4 Help to find it
and once you have found it Attribute Set Z_CR600TEMPLATE
Press Enter => all the attributes within the attribute set appear.
Select Z_News and choose Add the Marketing Attributes.
Double click on and change the question to Would you like to
receive our Newsletter?
The answer options are automatically generated.
e) Enter the 4. Question
To create or insert a new Question place your cursor on maintain
texts and call up the context menu (right mouse click) on Insert
Question.
Do you want to make any comments?
Right mouse on and choose Insert Answer.
Choose Answer Category: Text.
In field Large Text Area: choose Line: 5 and Columns: 50.
Context menu (right mouse click) on Answer.
In field Answer Preassignment: You can write a text like: please write
your comments here.
Check the sequence of your questions!

Caution: Please make sure your questions are in the right

sequence.
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CR600 Lesson: Lead Management

You can change the sequence of the Questions with drag and
drop, mark the question with your mouse and drop it
where it is appropriate.

f) Go to the Pushbuttons and double click on the Save Button, now you
can change the Text to “Save and Thank you”, click on the Reset Button
and change the text to “Reset - Do it again”.
Save and activated your questionnaire. The questionnaire
description and short description are the name of your questionnaire
CR600_LEAD_##.
Please save your Questionnaire CR600_LEAD_## with Save
and use for Description and Short Description CR600_LEAD_##
afterwards choose.
When you have saved ( Save) your Questionnaire CR600_LEAD_##,
choose Back to return to the survey suite.
Now you still have activate your survey CR600_LEAD_##, choose
Activate.

Task 3:
Define a Rating your questionnaire CR600_LEAD_## and assign Qualification
Levels for Questionnaires.
1. Assign a Rating to your Questions and Answer options.
The 1. Question is rated with rating factor 2, Answer: “Yes” rates 2, Answer
“No” rates 1.
The 2. Question is rated with rating factor 2 Answer “Yes” rates 3, Answer
“No” rates 1.
The Yes answer should always be selected.
The marketing attribute question and text comments should have no influence
on the rating.

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Unit 7: Lead Management and Surveys CR600

You have to activate your questionnaire again because with your changes
you have created the next survey version.
a) Call up the Survey Builder again. Select your Questionnaire
CR600_LEAD_## and choose Change.
Open your Survey and double click on your 1. Question and enter
in field Rating Factor: 2, double click on the Answer Option: Yes
and enter in field Rating: 2 and for Answer Option: No enter in field
Rating: 1.
Do it the same way for your 2. Question; double click on your
2. Question and enter in the field Rating Factor: 2, double click on
the Answer Option: Yes and enter in field Rating: 3 and for Answer
Option: No enter in field Rating: 1.
No Rating factor and Rating will apply for the 3. Question with the
marketing attribute and for the text comment.
Please Save your Questionnaire CR600_LEAD_## again and
choose Back to return to the survey suite and activate your
questionnaire, again choose Activate.
Every change of the survey will create a new survey version, so the
field Version shows 2 now.
2. Assign Qualification Levels to your Questionnaire CR600_LEAD_##
a) Your lead questionnaire should be qualified as cold until you have reached
59% off all rating points, the level warm until 84% and afterwards it will be
qualified as level hot.
b) How will your questionnaire be qualified (level: cold, warm, hot) if you
answer the first question with “No” and the second with “Yes”?

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CR600 Lesson: Lead Management

____________________________________________________________
a) IMG: Customer Relationship Management → Transactions → Settings
for Leads → Questionnaires for Leads → Assign Qualification Levels
to Questionnaires.
Choose New Entries: select your questionnaire CR600_LEAD_##
choose Enter afterwards select your questionnaire and double click on
Qualification Level.
Choose New Entries and select /enter.

Qualifica- Minimum Percentage

tion Level
Cold 1
Warm 60
Hot 85

b) It will be qualified as warm.

Explanation:
Rating Factor of 1. Question = 2 and Answer No Rating =1 => (2*1=2)
overall Rating of the 1st Question = 2
Rating Factor of 2. Question = 2 and Answer Yes Rating =3 => (2*3=6)
overall Rating of the 2nd Question = 6
Total Rating of the Questionnaire 2 + 6 = 8
In this case 8 would equal 80% so it would rate at the level warm
which ranges up until 84 %.

Task 4:
Define and assign a Determination Criteria for the transaction type Z600
(CR600_LEAD_##) and your survey CR600_LEAD_##. Make sure only you
will find your questionnaire and not everybody using the same transaction type
Z600 (CR600_LEAD_##).
1. Define a Determination Criteria Z##CR600 for your Questionnaire
CR600_LEAD_##.

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Unit 7: Lead Management and Surveys CR600

The Criteria set Z##CR600 with description Criteria ## should be used

when the lead is selected of Lead origin X## (Lead ##) and Lead Group
Z## (Group ##).
a) IMG: Customer Relationship Management → Transactions → Settings
for Leads → Questionnaires for Leads → Define Determination
Criteria for Questionnaires.
Choose New Entriesand only make the entries in the listed fields.

Criteria Set Z##CR600

Description Criteria ##
Origin X## (Lead ##)
Lead Group Z## (Group ##)

Do not forget to Save your entries.

2. Define the Determination for Questionnaires Z##Lead with description
Z##Lead for transaction type Z600 (CR600 Lead) and your Questionnaire
CR600_LEAD_## with the help of your Criteria Z##CR600. Do not forget
to mark it as active.
a) IMG: Customer Relationship Management → Transactions → Settings
for Leads → Questionnaires for Leads → Define Determination for
Questionnaires.
Choose New Entries and enter the following data:

Determination Z##Lead
Short Description Z##Lead
Valid From

Valid To
Transaction Type Z600
Item Cat.
Questionnaire ID CR600_LEAD_##
Mandatory
Active

Criteria Set Z##CR600

Do not forget to Save your entries.

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CR600 Lesson: Lead Management

Task 5:
Log on to the CRM Web client; choose Business Role Marketing Professional.
1. Take a look at the Individual Account of Sandra ##Turner (Remember to
replace ## with your group number). The Attribute Newsletter (Z-News)
of marketing attribute set CR600Template (Z_CR600Template) should
not be there.
SAP Navigation Bar: Accounts & Products.
a) Navigation Bar: Accounts & Products: Search → Accounts.
Search for: Individual Accounts.
Last Name is ##Turner (remember to replace ## with your group
number).
In the Assignment Block Marketing Attributes the marketing attribute
set CR600Template (Z_CR600Template) with attribute Newsletter
(Z-News) is not there.
If for some reason it is there, please delete it.
2. Test your Questionnaire CR600_LEAD_##.
a) SAP Navigation Bar: Create → Lead.
Create a lead of type CR600 Lead (Z600) and Description: 1. Test lead ##
for Prospect ##Turner (Business partner: ##Turner, Sandra) and choose
Group Group ## (Z##) and Origin: Lead ## (X##). Press Enter.
b) Is your questionnaire showing?
c) Answer the first question with “No”, the second with “Yes” and the third
with “Yes”? Is your lead qualified? Did you receive the expected answer
of task 3, 2.?

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Unit 7: Lead Management and Surveys CR600

In the end do not for get to save your lead.

a) SAP Navigation Bar: Create → Lead.
Select Transaction Type CR600 Lead (Z600).
On Assignment Block Lead Details enter the following data:

General Data
Description: 1. Test lead ##
Prospect: ##Turner (##being your group number)
Classification
Origin: Lead ## (Drop down list box Lead##, sorted by
customizing key (Z##))
Group: Group ## (Drop down list box Group##, sorted by
customizing key (X##))

Press Enter to confirm your entries.

b) Your questionnaire is showing on the Assignment Block Assessments.
Click on the Hyperlink of your Questionnaire CR600_LEAD_##*.
c) Answer the first question with “No”, the second with “Yes” and the
third with “Yes”? Is your lead qualified?
In the end choose “Save and Thank you” and choose Back.
Assignment Block Lead Details

Qualification:
Qualification Warm
Level:
Questionnaire Warm
Level:

Yes, you receive the expected answer (warm) of task 3 - 2.

Do not forget to save you lead, choose Save.
3. Take a look again at the Individual Account of Sandra ##Turner (Remember
to replace ## with your group number). The Attribute Newsletter (Z-News)
of marketing attribute set CR600Template (Z_CR600Template) should
be filled according to your answer.

Continued on next page

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CR600 Lesson: Lead Management

SAP Navigation Bar: Accounts & Products.

a) If you are still in the Lead Details simply click on the Hyperlink to the
Prospect Sandra ##Turner to call up the account details.
OR
Navigation Bar: Accounts & Products: Search → Accounts.
Search for: Individual Accounts
Last Name is ##Turner (remember to replace ## with your group
number).
In the Assignment Block Marketing Attributes the marketing attribute
set CR600Template (Z_CR600Template) with attribute Newsletter
(Z-News) is filled.

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Unit 7: Lead Management and Surveys CR600

Lesson Summary
You should now be able to:
• Describe the functions in SAP CRM Lead Management
• Set up a survey for lead execution
• Create a lead and execute it
• Customize SAP CRM Lead Management.

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CR600 Unit Summary

Unit Summary
You should now be able to:
• Describe the functions in SAP CRM Lead Management
• Set up a survey for lead execution
• Create a lead and execute it
• Customize SAP CRM Lead Management.

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Unit Summary CR600

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 Unit 8
Campaign Automation

Unit Overview
Campaign Automation is a function that allows you to model your campaigns,
thus allowing you to set up multi-channel, multi-wave and real-time campaigns.
A separate screen that can be called up directly from the Marketing Planner for
campaign automation. Within the campaign automation screen you can model and
start your campaign process.
Process Overview
• User Interface
• Definitions and Specific Attributes
• Workflows
• Rules and Conditions
• Scenarios
• Customizing and Prerequisites for Campaign Automation
• Further Information (see Appendix)

Unit Objectives
After completing this unit, you will be able to:

• Describe the process of automated campaigns

• Set up simple campaign automation scenarios
• Use campaign-automation-specific workflows
• Find the most important Customizing steps in IMG in order to implement
campaign-automation-specific scenarios.
• Perform Campaign Automation with the example for Survey Integration

Unit Contents
Lesson: Campaign Automation ...............................................330
Lesson: Campaign Automation Processing .................................348
Exercise 16: Campaign Automation with Survey Integration .........353

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Unit 8: Campaign Automation CR600

Lesson: Campaign Automation

Lesson Overview
Describe the process of automated campaigns and set up of a simple campaign
automation scenario.

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the process of automated campaigns
• Set up simple campaign automation scenarios
• Use campaign-automation-specific workflows
• Find the most important Customizing steps in IMG in order to implement
campaign-automation-specific scenarios.

Business Example
You would like to create campaigns based on predefined criteria to be executed
without any manual action.
Predefined criteria can be represented by time restrictions, customer answers,
other campaign relations. The way a customer is routed through a predefined
campaign path is always dependent on the customer’s individual response.
In the campaign-automation-specific user interface, you create your
workflow-based campaign process model.
Once you have defined all campaign-related steps, you start the automated
campaign and all assigned actions will be taken into account.
Immediately after campaign execution you are able to see the number of outbound
contacts and the number of responses in the campaign automation user interface.

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CR600 Lesson: Campaign Automation

Figure 118: Marketing and Campaign Planning: Overview

What is Campaign Automation?

• Campaign automation enables you to define marketing procedures that can

meet the individual requirements of each customer in real time.
– Use campaign automation to automate your multi-wave marketing
campaigns across multiple channels.
– Use campaign automation to model recurring campaign processes.
– Campaigns can be set up to proceed automatically from the planning
phase so that no further manual action is necessary.
– To achieve this, campaigns are modeled as processes in which
customers or prospects flow between individual action points (campaign
elements).
– The path a customer or prospect takes through the campaign process
may depend on individual response.

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Unit 8: Campaign Automation CR600

Figure 119: Process Modeling

Figure 120: Call up of the Campaign Automation User Interface

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CR600 Lesson: Campaign Automation

Figure 121: Campaign Automation User Interface

Process Modelling Area

• Define the campaign process in the Process Modeling area by either:
– Creating new campaign elements, decision nodes, optimization
elements, or connections between them by using the Create button
– Using drag and drop to add campaign elements from the worklist to
the current process
• Enlarge and Reduce can be used to zoom in on the process model in the
Process Modeling area.
Worklist
• Contains all existing campaign elements for the active campaign.
– Using drag and drop, these elements can be added to the process model.
– The worklist can be hidden by choosing Hide Worklist from the toolbar.
Miniature View
• If a campaign process model becomes too large and does not fit completely
into the process modeling area, you can display a miniature view of the
complete model.
• A rectangle shows the area currently visible in the Process Modeling area.
Details Area
• Double-click on a node (start node, campaign element, decision nodes, or
optimization elements) to display or change details in the Detail Area.

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Unit 8: Campaign Automation CR600

Figure 122: Campaign Automation User Settings

User Settings
• The layout, including colors, visibility, width of a grid, and the alignment of
process elements to the grid can be set up individually by each user.

Figure 123: Definition

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CR600 Lesson: Campaign Automation

Definition: Campaign and Campaign Elements A campaign process contains

one campaign and usually contains multiple campaign elements.
• Campaign
– The start node of a process is a campaign.
– The campaign is created before calling the process modeling area.
– A campaign process must contain at least one campaign, but can not
contain more than one.
• Campaign Elements
– Steps within a campaign process are set up as campaign elements.
– Campaign elements can be created either within the process modeling
area or beforehand in the Web Client Campaign Hierarchy.
– If campaign elements are created before calling the process modeling
area, they will appear in the worklist and can easily be included in the
campaign process using drag and drop.
Definition: Decision Nodes and Optimization Elements Each customer or
prospect can set up his own individual process. Possible paths are specified with
rules and optimization steps.
• Decision Nodes
– Each decision node contains a list of rules.
– You can decide to execute only the first valid rule or all valid rules.
– Each rule has zero or more follow-up step(s) assigned.
– The follow-up steps of a rule are executed if the rule conditions are
met. You can assign one or more conditions to a rule. Also a dummy
condition, which is always true, can be assigned.
• Optimization Elements
– Include optimization elements in your campaign process to assess
profitability according to certain business constraints.
– Base for optimization is the target group assigned to the preceding
campaign element.
– As a result of the optimization, the original target group is split and
assigned to the subsequent follow-up steps.

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Unit 8: Campaign Automation CR600

Definition: Event-Triggered Campaign and Connector Nodes Define

event-triggered campaigns, which can be launched from other business processes.
• Event-Triggered Campaign
– An event-triggered campaign can be set up to be launched from
multiple business processes.
– Possible business processes for initiation are:
- Campaign processes
- Business Workflows
- Actions
- BW exceptions
– Define a event-triggered campaign by creating a start node for a new
process. The event triggered indicator denotes it as an event-triggered
campaign.
• Connector Nodes
– A connector node is a pointer to exactly one event-triggered campaign.
– A campaign process can contain as many connector nodes as needed to
route business partner that reached a certain step within that process
into another process.

Figure 124: CA Specific Attributes for Start :Event-Triggered - Periodic

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CR600 Lesson: Campaign Automation

Figure 125: CA Specific Attributes: Considering Response

Start for each Responder

• Use this field to specify whether the campaign element should be executed
immediately when a customer responds.
Workflow Assignment
• Each campaign element must have a workflow assigned.

Figure 126: CA Specific Attributes: Survey specific response

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Unit 8: Campaign Automation CR600

Survey or survey version

• A survey or survey version can be assigned to a campaign element. It is
provided to the customer via the execution channel. They can use it to send
inbound responses, which can then be interpreted by rules in order to get
to the next step within the process.

Figure 127: CA Specific Attributes: Connector Node

Workflows

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CR600 Lesson: Campaign Automation

Figure 128: Workflows for CA

Figure 129: CA-Specific Standard Workflows

WS14000061 Send Target Group to Channel

• Workflow can be assigned to every scheduled campaign element, but not to
campaign elements that are designated for direct response processing. The
following campaign element data is checked:
– A communication medium and segment must exist.
– The Start for every respondent indicator must be inactive.

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Unit 8: Campaign Automation CR600

WS14000062 Create Target Group

• Workflow can be assigned to every scheduled campaign element, but not to
campaign elements designated for direct response processing.
It generates a target group based on the segment that is assigned to that
campaign element. The following campaign element data is checked:
– Segment must exist
– The Start for every respondent indicator must be inactive.

Figure 130: CA-Specific Standard Workflows (2)

WS14000063 Create Target Group and Channel Transfer

• Workflow can be assigned to every scheduled campaign element, but not to
campaign elements designated for direct response processing.
It acts like workflow “Create Target Group” but it also does the execution
for this particular step right away. The following campaign element data
is checked:
– Communication medium and segment must exist.
– The Start for every respondent indicator must be inactive.
WS14000064 Send E-Mail to Person Responsible
• Can be assigned to any campaign element within the campaign process.
The only purpose of this campaign element is to send a e-mail to the person
responsible assigned to this step. The e-mail content is not the text within
the workflow but the content of the mail form assigned to the step. The
following campaign element data is checked:
Required Parameters:
– Mail Form
– Campaign Element Description
– Person Responsible or corresponding partner function Responsible
Employee.

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CR600 Lesson: Campaign Automation

Figure 131: CA-Specific Standard Workflows (3)

WS14000065 Approval by Person Responsible

• This workflow can be used if you wish to perform a milestone approval for
a certain step within the overall process. A workflow e-mail is sent to the
person responsible assigned to this step. The following campaign element
data is checked:
– The attribute Person Responsible or the partner function Employee
must exist.
– A user must be assigned to the employee entered here.
WS14000066 Add BP to Target Group
• Workflow can be assigned to any campaign element that is designated
for direct response processing. It is used to add a customer or prospect
responding in a certain way to the segment assigned to the campaign element.
The following campaign element data is checked:
– An active target group must be assigned.
– The Start for every respondent indicator must be active.

Figure 132: CA-Specific Standard Workflows (4)

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Unit 8: Campaign Automation CR600

WS14000067 Remove BP from Target Group

• This workflow is the complement to Add BP to Target Group. It is used to
remove a customer/prospect responding in a certain way to the segment
assigned to the campaign element. The following campaign element data
is checked:
– An active target group must be assigned.
– The Start for every respondent indicator must be active.
WS14000068 Start Target Group Optimization
• This workflow is assigned to the campaign element that precedes an
optimization node. It triggers the split of its target group according to the
business constraints defined within the optimization node and assigns the
split target groups to the campaign elements succeeding the optimization
node. The following campaign element data is checked:
– A segment must be assigned.
– The Start for every respondent indicator must be inactive.
– The system also checks whether an optimization node occurs in the
campaign process flow.

Figure 133: CA-Specific Standard Workflows (5)

WS14000069 Transfer Responder to Channel

• Workflow can be assigned to any campaign element that follows to a decision
node. It is used to directly contact the customer or prospect that responded
to the step preceding the decision node. The following campaign element
data is checked:
– A communication medium must exist.
– The Start for every respondent indicator must be active.

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CR600 Lesson: Campaign Automation

WS14000070 Start Subsequent Step Without Execution

• If you need additional workflow functionality to model your campaign
processes, this workflow can be used as a template. It already contains
parameters and implementation that are required to be used within a
campaign process.
• Required parameter: None

Figure 134: Decision node:Rules

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Unit 8: Campaign Automation CR600

Figure 135: Decision node: Conditions

Figure 136: Decision nodes and Follow-Up Steps

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CR600 Lesson: Campaign Automation

Figure 137: Predefined Conditions

Figure 138: Predefined Conditions Templates

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Unit 8: Campaign Automation CR600

Figure 139: Modeling Rules

To model a consistent campaign process, you need to note the following modeling
rules:
• The start node of a campaign process is always a campaign.
• A campaign process cannot include loops in the process.
• The campaign element drives which workflows can be assigned to it. For
example, certain workflows can only be assigned to the first element within
the process; others only if it is a direct response element.
• To execute the start node of a campaign process, the complete process must
be saved and released. The execution can only be processed in display mode.

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CR600 Lesson: Campaign Automation

Lesson Summary
You should now be able to:
• Describe the process of automated campaigns
• Set up simple campaign automation scenarios
• Use campaign-automation-specific workflows
• Find the most important Customizing steps in IMG in order to implement
campaign-automation-specific scenarios.

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Unit 8: Campaign Automation CR600

Lesson: Campaign Automation Processing

Lesson Overview
Set up of an campaign automation process

Lesson Objectives
After completing this lesson, you will be able to:
• Perform Campaign Automation with the example for Survey Integration

Business Example
You would like to create campaigns based on predefined criteria to be executed
without any manual action.
Predefined criteria can be represented by time restrictions, customer answers,
other campaign relations. The way a customer is routed through a predefined
campaign path is always dependent on the customer’s individual response.
In the campaign-automation-specific user interface, you create your
workflow-based campaign process model.
Once you have defined all campaign-related steps, you start the automated
campaign and all assigned actions will be taken into account.
Immediately after campaign execution you are able to see the number of outbound
contacts and the number of responses in the campaign automation user interface.

Figure 140: Scenarios

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Figure 141: Process Example: Multi-Wave Campaign (1)

Figure 142: Process Example: Multi-Wave Campaign (2)

Figure 143: Process Example: Multi-Wave Campaign (3)

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Unit 8: Campaign Automation CR600

Important parameters for campaign element “Send Invitation”

• Workflow: Send Target Group to Channel; Segment: any; Channel: e-mail
(include mail form and add survey URL); Start date: optional
Important Parameters for Decision Node “Survey Answer”
• Create 2 Rules
In the survey <survey> the business partner answered the question <question>
with answer <answer>.
• Survey: The survey you assigned to the previous step.
• Question: Would you like to attend our tradeshow: Yes, No?
• Answer 1: Yes → Follow-Up Step = “Thank You” e-mail;
Answer 2: No → Follow-Up Step= collect non-participants
Important Parameters for Campaign Element “Thank You E-Mail”
• Workflow: Send Responder to Channel; Start for each Responder: Yes;
Segment: None
• Channel: E-Mail (also assign a mail form and an e-mail address); Start Date:
None, since the step should be executed immediately after each response
Important parameters for campaign element “Collect Non-Participants”
• Workflow: Add BP to Target Group; Start for each responder: Yes; Segment:
Add Empty Target Group
• Channel: None, since this step does no execution; Start Date: None, since
the step should be executed immediately after each response.
Important parameters for campaign element “Ask Why”
• Workflow: Send Target Group to Channel; Start for each Responder: No;
Segment: “Empty” Target Group, which is build in the previous step.
• Channel: Call List Generation (Assign also a IC Script); Start Date: Any.

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CR600 Lesson: Campaign Automation Processing

Figure 144: Customizing Path

Customizing Steps
• Maintain Standard Settings for SAP Business Workflow
• Assign Workflows for Campaign Automation
• Implement Workflow Customizing
• Actions for Campaign Automation
• Scenario Customizing: IC Scenario and Survey Scenario
Optional you have the following BADIs for Campaign Automation:
• BADI: Enhancements for Rules Processing and Interface to Intelligence
Connector
• BADI to Enhance Campaign Determination
• BADI for Survey Inbound Handling (for example, Specify Transaction Type
for Inbound Activity)

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Unit 8: Campaign Automation CR600

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CR600 Lesson: Campaign Automation Processing

Exercise 16: Campaign Automation with

Survey Integration
Exercise Objectives
After completing this exercise, you will be able to:
• Create a campaign automation process model
• Define campaign-automation-specific rules and conditions
• Use campaign-automation-specific workflows
• Execute a campaign automation process that includes the use of a survey

Business Example
In this exercise, you will create and execute a process model for the campaign
execution. The process model will meet the following criteria:
In a first step, an email invitation to a trade show will be sent to a group of
predefined customers.
The E-mail includes a link to a questionnaire where the customers can
communicate their interest in attending the trade show.
Depending on their answers, the customers will be treated in a different way.
All customers answering the survey will immediately receive a “Thank you for
your Reply” E-mail.
Depending on their answer, each customer will be placed in a separate target group
for participants and non-participants for further processing.
Those customers that didn’t respond at all will receive a reminder e-mail two
weeks after the initial invitation e-mail.

Task 1:
Log on to the CRM Web Client; choose Business Role Marketing Professional.
Prepare a survey and an e-mail form and later on paste in the survey URL into
the mail form.
1. Create a new e-mail form Z##_CA## by copying. Use the already created
mail form ZCR600_CA_FIRST_WAVE as a template for your personalized
e-mail form. Make sure the Language remain Original: English

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Unit 8: Campaign Automation CR600

Task 2:
Prepare a survey for this scenario, you want to send out a survey to a particular
group of customers. For this reason, you have to prepare the survey.
1. Create a new survey by copying. Create the new survey with ID
CR600_CA_Z## with the description CR600_CA_Z## by copying the
already existing survey CR600_CA_Survey. Do not forget to change the
description from CR600_CA_Survey_EN to CR600_CA_Z##.
The survey should contain the question: Would you like to attend our annual
trade show?
Answer: Yes / No
Create the Survey in the Web Client UI. Marketing: Search → Surveys
In the Survey Details change the Description to CR600_CA_Z##
2. Activate your survey.
3. Generate a survey URL.
To generate the URL, you have to select the following options:
Get Option: bsp
Get File: CRM_SVY_BSP_xxx_800.XML (xxx being the current CRM
system like ZMZ)
Send Option: bsp
Send File: CRM_SVY_BSP_xxx_800.XML (xxx being the current CRM
system like ZMZ)
choose Generate URL.
Save the newly generated URL and to make sure you do not loose it so you
copy it.
Select the newly generated URL and copy it via (CTR+C) on your notepad,
make sure you do not loose it. Close the URL-Window choose.
4. Go back to your mail form Z##_CA##. Choose Edit and insert the survey
URL into the e-mail form, created a personal Survey URL Title: Survey ##
Trade Show, make sure the survey answers can be tracked.

Task 3:
Create campaign automation process model
1. Create start node of the process model and maintain the relevant campaign
details. Create a campaign and consider the following naming convention
for your campaign:

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CR600 Lesson: Campaign Automation Processing

ID: C/90##-0CA (## being your group number).

description: Survey Campaign GR##
Type: Customer Development
Access the Campaign Automation user interface for further processing.
In the following, always keep in mind the structure of the final process model
as displayed on the following graphic.

Figure 145: Structure of the final process

Optional you can Personalize the Campaign Automation Applet as you like.
2. Create a campaign element for sending out the e-mail Survey Registration
and maintain the relevant campaign element details.
First create a new campaign element with the following naming convention:
ID: C/90##-0CA-001 (## being your group number)
description: Survey Registration E-Mail -GR##
Type: Customer Development
Maintain the Channel Settings, select Communication Medium E-Mail choose
for E-mail address MARKETING [email protected] and
select your prepared E-Mail form Z##_CA##.
Additionally, select the Survey ID used in your e-mail form from the
dropdown list.
Assign the already defined Target Group CR600 TG Event Invitation ## to
the campaign element.
Select the relevant Workflow settings for further processing.
3. Create another campaign element for e-mail with the subject line Thank you
for your reply and maintain the relevant campaign element details
Create a new campaign element first with the following naming convention:
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Unit 8: Campaign Automation CR600

ID: C/90##-0CA-002 (## being your group number)

Description: Thank You E-Mail -GR##
Type: Customer Development
Maintain the Channel Settings, select Communication Medium E-Mail choose
for E-Mail address MARKETING [email protected] and
select the already prepared E-Mail form ZCR600_CA_THANK_YOU.
Select the relevant Workflow settings for further processing.
4. Create campaign element Collect Participants ## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-0CA-003 (## being your group number)
Description: Collect Participants -GR##
Type: Customer Development
Assign the already defined Target Group CR600 TG Event Participants
## to the campaign element. This target group should be empty and will be
filled with Business Partners during the campaign automation process when
a customer decides to attend the event.
Select the relevant Workflow settings for further processing.
5. Create the campaign element Collect Non-Participants -GR## and maintain
the relevant campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-0CA-004 (## being your group number)
Description: Collect Non-Participants -GR##
Assign the already defined Target Group CR600 TG Event
Non-Participants ## to the campaign element.
This target group should be empty and will be filled with Business Partners
during the campaign automation process when a customer decides to attend
the event.
Select the relevant Workflow settings for further processing.
6. Collect all who did give no answer (no response) in campaign element so as
to send them a reminder e-mail and maintain the relevant campaign element
details.
Create a new campaign element first with the following naming convention:
ID: C/90##- 0CA-005 (## being your group number)

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CR600 Lesson: Campaign Automation Processing

Description: No-Answer GR##

Type: Customer Development
Assign the already defined Target Group CR600 TG Reminder ## to the
campaign element.
This target group represents a copy of the initial target group. All responding
business partners, no matter what their answer indicates, will be removed
from this copy during the campaign automation process. As a result, you
will get all non-responding business partners collected in the respective
target group at a glance.
Select the relevant Workflow settings for further processing.
7. Create the campaign element Reminder E-Mail-GR## and maintain the
relevant campaign element details.
Create a new campaign element with the following naming convention: ID:
C/90##-0CA-006 (## being your group number)
Description: Reminder E-Mail -GR##
Type: Customer Development
Assign the already defined Target Group CR600 TG Reminder ## to the
campaign element.
Maintain the Channel Settings, select Communication Medium E-Mail
choose e-mail address MARKETING [email protected]
and select the already prepared E-mail form ZCR600_CA_REMINDER.
Additionally, select the Survey ID used in your E-mail form from the
drop-down list.
Select the relevant Workflow settings for further processing.

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Unit 8: Campaign Automation CR600

8. Make sure this campaign element C/90##-0CA-006 will be carried out 2

weeks after start of the campaign. What is the meaning of a relative start
date?

Task 4:
Define rules and conditions for the campaign automation process model.
1. Create a decision node and position it between the first campaign element
and the four parallel campaign elements. Maintain the decision node
description: Response ?

Figure 146: Structure of the final process

2. Specify all rules, conditions, and follow-up steps.

If in your survey (Questionnaire) CR600_CA_Z## the business partner
answered the question: Would you like to attend our annual trade show?
with Yes and (addition condition) responded before specific a date (DATE =
(today’s date + 2 weeks), the business partner should receive the Thank You
e-mail and should be collected as participants and therefore should not be
part of the reminder target group (No-Answer).
If your survey (Questionnaire) CR600_CA_Z## the business partner
answered the question: Would you like to attend our annual trade show?
with No and (addition condition) responded before specific a date (DATE
= (today’s date + 2 weeks), the business partner should receive the thank
e-mail and should be collected as Non-participants and therefore should not
be part of the reminder target group (No-Answer).
3. Establish the missing process connections.

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CR600 Lesson: Campaign Automation Processing

4. Release and execute your campaign. afterwards Log Off form Web Client UI.

Task 5:
Verify that all follow-up steps were triggered correctly.
1. Access the e-mail account of your two business partners which are used in
your initial target group and simulate the survey answers [Yes] and [No].
Verify the results of the campaign execution via the E-Mail channel and
check your Inbox, test the hyperlink of your mails.
To open Windows Live Mail choose Start → Programs → Windows Live
Mail
Take a look at the Windows Live Mail Mail Account of train-##@educ.corp.

Hint: If your Inbox does not show your mail, check for new mails
and click on Send/Receive .

Task 6:
1. Did your campaign automation process work? Therefore log on to the CRM
Web client again; choose Business Role Marketing Professional.
Call up your campaign C/90##-0CA.
Select Counter in the Campaign Automation User Interface and see what
happens.
2. Verify that all follow-up steps were executed correctly. Take a look at your
Segment Model CR600 PG Campaign Automation ## and its Target
Groups.

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Unit 8: Campaign Automation CR600

Task 7:
Optional Exercise:

Hint: This is an additional exercise and should only be performed if there

is extra time left. As a prerequisite for this exercise you should have done
the previous exercise and your own the survey should already exist as well
as the segmentation model ZS##-CA and its 4 target groups. So please ask
your instructor if you should do this exercise.

You want to use campaign automation without survey link tracking. The survey
will be answered by a follow-up activity.
1. Actually the manual interference would stop the campaign automation
process. What “technical element” takes care of the continuation of the
campaign automation process?
Take a look in Customizing. What action and action profile is assigned to
the transaction type ZMKT.
2. Create an other campaign automation process model similar to the one
before but this time without a mail with survey link tracking. You will send
out an already prepared email without a survey link. Later on the business
partner contact will be documented by a follow-up activity in which your
survey is automatically is included. In the end you will see that the campaign
automation process continues even with this manual interaction.
Log on to the CRM Web Client; choose Business Role Marketing
Professional.
Create new campaign as start node of the process model and maintain the
relevant campaign details. Create a campaign and consider the following
naming convention for your campaign:
ID: C/90##-2CA (## being your group number).
Description: 2nd Survey Camp. ##
Type: Customer Development
Access the Campaign Automation user interface for further processing.
3. Create a campaign element for sending out an e-mail Invitation of Gr. ##
(## being your group number) and maintain the relevant campaign element
details.
First create a new campaign element with the following naming convention:
ID:C/90##-2CA-001 (## being your group number)
Description: Invitation of Gr. ##

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CR600 Lesson: Campaign Automation Processing

Type: Customer Development

Maintain the Channel Settings, select Communication Medium E-mail choose
for E-mail address MARKETING [email protected] and
select the prepared E-Mail form Z_TRADE_FAIR_INVITATION.
Additionally, select your survey with the Survey ID: CR600_CA_Z## from
the drop-down list.
Assign the already defined Target Group: ZG##-CA-Invitation to the
campaign element.
Select the relevant Workflow settings for further processing.
4. Create campaign element Answer is Yes-GR## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-002 (## being your group number)
Description: Answer is Yes- GR##
Type: Customer Development
Assign the already defined Target Group: ZG##-CA-Yes to the campaign
element. This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer decides
to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .
5. Create campaign element Answer is No -GR## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-003 (## being your group number)
Description: Answer is No-GR##
Type: Customer Development
Assign the already defined Target Group ZG##-CA-No to the campaign
element. This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer decides
to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .

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Unit 8: Campaign Automation CR600

6. Create campaign element No-Response-GR## and maintain the relevant

campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-004 (## being your group number)
Description: No-Response-GR##
Type: Customer Development
Assign the already defined Target Group: ZG##-CA-Reminder to the
campaign element. This target group should be empty and will be filled with
Business Partners during the campaign automation process when a customer
decides to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .
7. Specify all rules, conditions, and follow-up steps.
If in the survey CR600_CA_Survey_## the business partner answered the
question: Would you like to attend our annual trade show? with Yes and
responded before specific a date (DATE = (today’s date + 2 weeks), the
business partner should be collected in the target group Answer is Yes ## and
therefore should not be part of the reminder target group.
If in the survey CR600_CA_Survey_## the business partner answered the
question: Would you like to attend our annual trade show? with No and
responded before specific a date (DATE = (today’s date + 2 weeks), the
business partner should be collected in the target group Answer is No ## and
therefore should not be part of the reminder target group.
8. Establish the missing process connections.
9. Release and execute your campaign. Afterwards choose the entry Home
in the Navigation Bar.
10. This time you receive an email but without a survey. So you have to enter
the business partner reply as a follow-up activity to your email.
Go the accounts of your target group members. You find the accounts with
the search term is CR600 CA ##. In the account details, you should find an
activity Invitation of Gr. ##.
Open the activity Invitation of Gr. ## and create a follow-up activity with
Transaction Type ZMKT and Description Activity for CA_zmkt. Open the
Assignment Block Questionnaires and answer as you like. Don't forget to
save the questionnaire and your activity.
Take a look at the assignment block Scheduled Actions. What action has
been processed?
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CR600 Lesson: Campaign Automation Processing

Take a look at the segmentation model ZS##-CA and its target groups. Did
the target groups change accordingly to our answers of questionnaire?

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Unit 8: Campaign Automation CR600

Solution 16: Campaign Automation with

Survey Integration
Task 1:
Log on to the CRM Web Client; choose Business Role Marketing Professional.
Prepare a survey and an e-mail form and later on paste in the survey URL into
the mail form.
1. Create a new e-mail form Z##_CA## by copying. Use the already created
mail form ZCR600_CA_FIRST_WAVE as a template for your personalized
e-mail form. Make sure the Language remain Original: English
a) Navigation bar: Marketing: Search → Mail forms
Search Criteria:
Mail Form ID is *600*CA*
Choose Search
In the Result List select and mark mail form
ZCR600_CA_FIRST_WAVE afterwards choose Copy
In the Pop Up enter the data
New ID* Z##_CA##
New Description: Z##_CA##
Choose Copy
Choose Save

Task 2:
Prepare a survey for this scenario, you want to send out a survey to a particular
group of customers. For this reason, you have to prepare the survey.
1. Create a new survey by copying. Create the new survey with ID
CR600_CA_Z## with the description CR600_CA_Z## by copying the
already existing survey CR600_CA_Survey. Do not forget to change the
description from CR600_CA_Survey_EN to CR600_CA_Z##.
The survey should contain the question: Would you like to attend our annual
trade show?
Answer: Yes / No
Create the Survey in the Web Client UI. Marketing: Search → Surveys

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CR600 Lesson: Campaign Automation Processing

In the Survey Details change the Description to CR600_CA_Z##

a) Create a new survey CR600_CA_Z## by copying the already existing
survey CR600_CA_Survey.
It should contain the question: Would you like to attend our annual
trade show?
Answer: Yes / No
Create the Survey in the Web Client UI. Marketing: Search → Surveys
Navigation bar: Marketing Search → Surveys
Search Criteria:
Application is Marketing
Version is Latest Versions
Choose Search
In the Result List select and mark the survey CR600_CA_Survey
afterwards choose Copy
In the Pop Up enter the data
New Application Name* Marketing
New Survey Name*: CR600_CA_Z##
Choose Ok
In the Survey Details change the Description to CR600_CA_Z##
Choose Save
2. Activate your survey.
a) Choose Activate
The status will change from in progress to active.
3. Generate a survey URL.
To generate the URL, you have to select the following options:
Get Option: bsp
Get File: CRM_SVY_BSP_xxx_800.XML (xxx being the current CRM
system like ZMZ)
Send Option: bsp
Send File: CRM_SVY_BSP_xxx_800.XML (xxx being the current CRM
system like ZMZ)
choose Generate URL.
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Unit 8: Campaign Automation CR600

Save the newly generated URL and to make sure you do not loose it so you
copy it.
Select the newly generated URL and copy it via (CTR+C) on your notepad,
make sure you do not loose it. Close the URL-Window choose.
a) Generate a survey URL.
Choose Generate URL
To generate the URL, you have to select the following options:
Get Option: bsp
Get File: CRM_SVY_BSP_xxx_800.XML
(xxx being the current CRM system name like ZMZ)
Send Option: bsp
Send File: CRM_SVY_BSP_xxx_800.XML
(xxx being the current CRM system name like ZMZ )
Afterwards choose Generate.
Select the newly generated URL and copy it via (CTR+C) on your
notepad, make sure you do not loose it. Close the URL-Window
choose.
4. Go back to your mail form Z##_CA##. Choose Edit and insert the survey
URL into the e-mail form, created a personal Survey URL Title: Survey ##
Trade Show, make sure the survey answers can be tracked.
a) Select your mail form Z##_CA## from the Recent Object in the
Navigation bar. So you can access your mail form Z##_CA## direct.
Choose Edit and make sure you are in the editing /change mode.
You can verify this when you have a look at the field “description ”,
the text should be changeable and visible in a “white” field instead
of “blue” field.
Within the Mail form Z##_CA## scroll to the text Survey: and place
your cursor in new line and choose Hyperlink
Insert Hyperlink
URL*: <Survey URL> paste in (CTRL+V) your Survey URL.
description: Survey ## Trade Show
Tracking Option: Via Target Site
Choose Insert
In the end save your mail forma, choose Save
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CR600 Lesson: Campaign Automation Processing

Task 3:
Create campaign automation process model
1. Create start node of the process model and maintain the relevant campaign
details. Create a campaign and consider the following naming convention
for your campaign:
ID: C/90##-0CA (## being your group number).
description: Survey Campaign GR##
Type: Customer Development
Access the Campaign Automation user interface for further processing.
In the following, always keep in mind the structure of the final process model
as displayed on the following graphic.

Figure 147: Structure of the final process

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Unit 8: Campaign Automation CR600

Optional you can Personalize the Campaign Automation Applet as you like.
a) Create start node of the process model and maintain the relevant
campaign details. Create a campaign and consider the following
naming convention for your campaign:
Navigation bar: Marketing Create → Campaign
ID: C/90##-0CA
description: Survey Campaign GR##
Type: Customer Development
Choose Save and afterwards choose Campaign Automation
The Campaign Automation Applet will open up. Optional you can
Personalize the Applet as you want.
Optional: Adjust the Campaign Automation specific elements
according to your requirements. For example, change the color settings,
adjust the grid size, and so on, before you start with any further
processing.
To make the mentioned adjustments, you simply need to select
Personalize.
For the campaign itself, you do not have to maintain any additional
details.
In the following, always keep in mind the structure of the final process
model as displayed on the following graphic.

Figure 148: Structure of the final process

2. Create a campaign element for sending out the e-mail Survey Registration
and maintain the relevant campaign element details.
First create a new campaign element with the following naming convention:
ID: C/90##-0CA-001 (## being your group number)
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CR600 Lesson: Campaign Automation Processing

description: Survey Registration E-Mail -GR##

Type: Customer Development
Maintain the Channel Settings, select Communication Medium E-Mail choose
for E-mail address MARKETING [email protected] and
select your prepared E-Mail form Z##_CA##.
Additionally, select the Survey ID used in your e-mail form from the
dropdown list.
Assign the already defined Target Group CR600 TG Event Invitation ## to
the campaign element.

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Unit 8: Campaign Automation CR600

Select the relevant Workflow settings for further processing.

a) Choose New Process Element and select Campaign Element
Double-click “Step 1”
Campaign Element Details
General Data
ID: C/90##-0CA-001 (## being your group number)
Type: Customer Development
Change the Description: Survey Registration E-Mail -GR##
In Channel enter or select the flowing data:
Communication Medium: E-Mail
Form for E-Mail: Z##_CA## (your mail form)
E-Mail Address: MARKETING [email protected]
Questionnaire: CR600_CA_Z## (*) (your survey (*) in the latest
version)
Segments
Assign the target group via the Input Help – with Search Criteria
Description is CR600*TG*## and select the Target Group CR600
TG Event Invitation ##
General Data
Select the relevant Workflow Send Target Group to Channel.
This workflow is responsible for initiating the E-Mail sending process
as soon as the overall process model has been started for execution.
If you don’t enter a particular start date, the process will start
immediately
Choose Save
3. Create another campaign element for e-mail with the subject line Thank you
for your reply and maintain the relevant campaign element details
Create a new campaign element first with the following naming convention:
ID: C/90##-0CA-002 (## being your group number)
Description: Thank You E-Mail -GR##
Type: Customer Development

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CR600 Lesson: Campaign Automation Processing

Maintain the Channel Settings, select Communication Medium E-Mail choose

for E-Mail address MARKETING [email protected] and
select the already prepared E-Mail form ZCR600_CA_THANK_YOU.
Select the relevant Workflow settings for further processing.
a) Choose New Process Element and select Campaign Element
Double-click “Step 1”
Campaign Element Details
General Data
ID: C/90##-0CA-002 (## being your group number)
Change the Description to Thank You E-Mail GR##
Type: Customer Development
In Channel enter or select the flowing data:
Communication Medium: E-Mail
Form for E-Mail: ZCR600_CA_THANK_YOU
E-Mail Address: MARKETING [email protected]
Segments
This time you do not have to assign a target group because you want
this action to be triggered immediately after the BP’s response.
General Data
Select the relevant Workflow Transfer Responder to Channel.
This workflow will pass the responder to the maintained channel
immediately after each response.
Furthermore, you have to set the flag for Start for every respondent.

Finally, Save your settings.

4. Create campaign element Collect Participants ## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-0CA-003 (## being your group number)
Description: Collect Participants -GR##
Type: Customer Development

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Unit 8: Campaign Automation CR600

Assign the already defined Target Group CR600 TG Event Participants

## to the campaign element. This target group should be empty and will be
filled with Business Partners during the campaign automation process when
a customer decides to attend the event.
Select the relevant Workflow settings for further processing.
a)

Hint: If your screen is to large you may have to scroll down in

order to enter the campaign details.

Choose New Process Element and select Campaign Element

Double-click “Step 1”
Campaign Element Details
General Data:
ID: C/90##-0CA-003 (## being your group number)
Change the Description to Collect Participants -GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search Criteria
Description is CR600*TG*## and select the Target Group CR600
TG Event Participants ##.
This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer
decides to attend the event.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Add BP to Target Group. This workflow
will add all participating responders to the assigned target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
5. Create the campaign element Collect Non-Participants -GR## and maintain
the relevant campaign element details.

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CR600 Lesson: Campaign Automation Processing

Create a new campaign element first with the following naming convention:
ID: C/90##-0CA-004 (## being your group number)
Description: Collect Non-Participants -GR##
Assign the already defined Target Group CR600 TG Event
Non-Participants ## to the campaign element.
This target group should be empty and will be filled with Business Partners
during the campaign automation process when a customer decides to attend
the event.
Select the relevant Workflow settings for further processing.
a) Choose New Process Element and select Campaign Element
Double-click “Step 1”
Campaign Element Details
General Data:
ID: C/90##-0CA-004 (## being your group number)
Change the Description to Collect Non-Participants -GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search Criteria
Description is CR600*TG*## and select the Target Group CR600
TG Event Non-Participants ##.
This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer
decides to attend the event.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Add BP to Target Group. This workflow
will add all participating responders to the assigned target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
6. Collect all who did give no answer (no response) in campaign element so as
to send them a reminder e-mail and maintain the relevant campaign element
details.
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Unit 8: Campaign Automation CR600

Create a new campaign element first with the following naming convention:
ID: C/90##- 0CA-005 (## being your group number)
Description: No-Answer GR##
Type: Customer Development
Assign the already defined Target Group CR600 TG Reminder ## to the
campaign element.
This target group represents a copy of the initial target group. All responding
business partners, no matter what their answer indicates, will be removed
from this copy during the campaign automation process. As a result, you
will get all non-responding business partners collected in the respective
target group at a glance.

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CR600 Lesson: Campaign Automation Processing

Select the relevant Workflow settings for further processing.

a) Choose New Process Element and select Campaign Element
Double-click “Step 1”
Campaign Element Details
General Data:
ID: C/90##-0CA-005 (## being your group number)
Change the Description to No-Answer GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search Criteria
Description is CR600*TG*## and select the Target Group CR600
TG Reminder ##.
This target group represents a copy of the initial target group. All
responding business partners, no matter what their answer indicates,
will be removed from this copy during the campaign automation
process. As a result, you will get all non-responding business partners
collected in the respective target group at a glance.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Remove BP from Target Group.
This workflow will add all participating responders to the assigned
target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
7. Create the campaign element Reminder E-Mail-GR## and maintain the
relevant campaign element details.
Create a new campaign element with the following naming convention: ID:
C/90##-0CA-006 (## being your group number)
Description: Reminder E-Mail -GR##
Type: Customer Development
Assign the already defined Target Group CR600 TG Reminder ## to the
campaign element.
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Unit 8: Campaign Automation CR600

Maintain the Channel Settings, select Communication Medium E-Mail

choose e-mail address MARKETING [email protected]
and select the already prepared E-mail form ZCR600_CA_REMINDER.
Additionally, select the Survey ID used in your E-mail form from the
drop-down list.
Select the relevant Workflow settings for further processing.
a) Choose New Process Element and select Campaign Element
Double click on “Step 1”
Campaign Element Details
General Data :
ID: C/90##-0CA-006 (## being your group number)
Change the Description to Reminder E-mail -GR##
Type: Customer Development
In Channel enter or select the flowing data:
Communication Medium: E-mail
Form for E-Mail: ZCR600_CA_REMINDER
E-Mail Address: MARKETING [email protected]
Questionnaire: CR600_CA_Z##(*) (your survey (*) in the latest
version)
Segments
Assign the target group via the Input Help – with Search Criteria is
Description CR600*TG*## and select the Target Group CR600 TG
Reminder ## .
General Data
Select the relevant Workflow Send Target Group to Channel.
This workflow is responsible for initiating the E-mail sending process
as soon as the overall process model has been started for execution.
If you don’t enter a particular start date, the process will start
immediately.
Choose Save

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CR600 Lesson: Campaign Automation Processing

8. Make sure this campaign element C/90##-0CA-006 will be carried out 2

weeks after start of the campaign. What is the meaning of a relative start
date?
Answer: Maintain a date in two weeks time for execution. You can either
enter a specified Planned Start Date or maintain the Relative Start Date
Set a Relative Start Date
Delay 2 Weeks
The relative start date indicates that this campaign element will start with
delay of two weeks form the start date of previous campaign element.
Choose Save

Task 4:
Define rules and conditions for the campaign automation process model.
1. Create a decision node and position it between the first campaign element
and the four parallel campaign elements. Maintain the decision node
description: Response ?

Figure 149: Structure of the final process

a) Choose New Process Element and select Decision Node

Double-click on the decision node and change the Description
Response? and select for Rule Maintains: Process all Rules
2. Specify all rules, conditions, and follow-up steps.
If in your survey (Questionnaire) CR600_CA_Z## the business partner
answered the question: Would you like to attend our annual trade show?
with Yes and (addition condition) responded before specific a date (DATE =
(today’s date + 2 weeks), the business partner should receive the Thank You
e-mail and should be collected as participants and therefore should not be
part of the reminder target group (No-Answer).

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Unit 8: Campaign Automation CR600

If your survey (Questionnaire) CR600_CA_Z## the business partner

answered the question: Would you like to attend our annual trade show?
with No and (addition condition) responded before specific a date (DATE
= (today’s date + 2 weeks), the business partner should receive the thank
e-mail and should be collected as Non-participants and therefore should not
be part of the reminder target group (No-Answer).
a) Rules
Choose Insert Rule
All rules will be defined in the rule editor. Insert Rule button enables
you to create a new rule and to select the relevant rules from a condition
template.
All conditions within one rule are connected with an AND relation in
order to trigger the defined follow-up steps.
The Add inserts another condition within a rule.
Select the template
Show Templates for Category: Questionnaires
Select “In the questionnaire” Select a questionnaire the business partner
answered the question Select Question with Select answer
Choose
The following rules, conditions, and follow-up steps have to be defined
in the rule editor:

Rank- Condition Follow-up Steps

ing
1 In the questionnaire
CR600_CA_Z## the • -Thank You E-mail
business partner answered -GR##
the question Would you like • Collect Participants
to attend our annual trade -GR##
show? with Yes • No-Answer -GR##
choose Add and select in
the Templates for Category
Times
The business partner
responded before specify a
date; DATE = (today’s date
+ 2 weeks).

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CR600 Lesson: Campaign Automation Processing

2 In the questionnaire
CR600_CA_Z## the • Thank You E-mail
business partner answered -GR##
the question Would you like • Collect Non-
to attend our annual trade Participants -GR##
show? with No • No-Answer GR##
choose Add and select in
the Templates for Category
Times
The business partner
responded before specify a
date; DATE = (today’s date
+ 2 weeks).

3. Establish the missing process connections.

a) To establish the process connections that defines the logical order of the
campaign elements to be executed
Choose New Process Element and select Connection
Or choose Right mouse click Establish Connection in the application
area and you will be able to create a connection using drag and drop
from one campaign element to another.
Make sure the connections are set as displayed in the following graphic:

Figure 150: Connections

Save all settings in the Campaign Automation User Interface.

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Unit 8: Campaign Automation CR600

4. Release and execute your campaign. afterwards Log Off form Web Client UI.
a) Before you can execute a Campaign Automation process model,
you have to release all campaign elements first. If you want the all
campaign elements to be released at once, you simply need to release
the first start node campaign.

Double click on the campaign details

Change the Status to Released, choose New Status Released
Save
To start the campaign execution, choose Start Process and answer
the following question with Yes.
Log Off form Web Client UI.

Hint: Please close all Browser-Windows and Sessions

Task 5:
Verify that all follow-up steps were triggered correctly.
1. Access the e-mail account of your two business partners which are used in
your initial target group and simulate the survey answers [Yes] and [No].
Verify the results of the campaign execution via the E-Mail channel and
check your Inbox, test the hyperlink of your mails.
To open Windows Live Mail choose Start → Programs → Windows Live
Mail

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CR600 Lesson: Campaign Automation Processing

Take a look at the Windows Live Mail Mail Account of train-##@educ.corp.

Hint: If your Inbox does not show your mail, check for new mails
and click on Send/Receive .

a) Log on to Windows Live Mail

To open Windows Live Mail choose Start → Programs → Windows
Live Mail
Take a look at the Windows Live Mail Mail Account of
train-##@educ.corp.

Hint: If your Inbox does not show your mail, check for new
mails and click on Send/Receive .

You have received two emails (one for James Bond## and one for Liz
Taylo##.
Access the e-mail account of your two business partners which are
used in your initial target group and simulate the survey answers [Yes]
and [No].
When you answer the survey please wait until you receive the message:
The Values Were Saved Successfully

Task 6:
1. Did your campaign automation process work? Therefore log on to the CRM
Web client again; choose Business Role Marketing Professional.
Call up your campaign C/90##-0CA.

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Unit 8: Campaign Automation CR600

Select Counter in the Campaign Automation User Interface and see what
happens.
a) Navigation Bar Recent Objects select your campaign C/90##-0CA
Open up the Campaign Automation Applet again and choose
Personalize.
In the Personalization Option select Counter Settings
Show Counter and choose Apply afterwards.
The counter should indicate the following:
Number of outbound contacts for first campaign element: 2
Number of responses to first campaign element: 2
Number of outbound contacts for Thank-You E-mail campaign
element: 2
2. Verify that all follow-up steps were executed correctly. Take a look at your
Segment Model CR600 PG Campaign Automation ## and its Target
Groups.
a) Navigation Bar Marketing: Search → Segments
Description is CR600*PG*##*
Segmentation Model CR600 PG Campaign Automation ## and its
Target Groups
CR600 TG Event Invitation ## should be of size 2
CR600 TG Event Participants ## should be of size 1
CR600 TG Event Non-Participants ## should be of size 1
CR600 TG Reminder ## should be of size 0

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CR600 Lesson: Campaign Automation Processing

Task 7:
Optional Exercise:

Hint: This is an additional exercise and should only be performed if there

is extra time left. As a prerequisite for this exercise you should have done
the previous exercise and your own the survey should already exist as well
as the segmentation model ZS##-CA and its 4 target groups. So please ask
your instructor if you should do this exercise.

You want to use campaign automation without survey link tracking. The survey
will be answered by a follow-up activity.
1. Actually the manual interference would stop the campaign automation
process. What “technical element” takes care of the continuation of the
campaign automation process?
Take a look in Customizing. What action and action profile is assigned to
the transaction type ZMKT.
a) The “technical element”, which takes care of the continuation of the
campaign automation process is an action.
b) Got to SAP GUI : Customizing (Transaction SPRO)
Transaction (SPRO): Customizing
IMG: Customer Relationship Management → Basic Functions →
Actions → Actions in Transaction → Assign Action Profile to the
Business Transaction Type.
Select the Transaction Type ZMKT. The action profile
CAMPAIGN_AUTOMATION_ACTIVITY is assigned to the Transaction
Type ZMKT.
c) In SAP GUI Customizing
IMG: Customer Relationship Management → Basic Functions →
Actions → Actions in Transaction → Change Actions and Conditions
→ Define Action Profiles and Actions
Select the details of action profile CAMPAIGN_AUTOMATION_AC-
TIVITY. The action profile CAMPAIGN_AUTOMATION_ACTIVITY
is set up with one action CAMPAIGN_AUTOMATION_ACTIVITY
Start Subsequent Step in Campaign Automation. This action assures
the continuation of the campaign automation process.
2. Create an other campaign automation process model similar to the one
before but this time without a mail with survey link tracking. You will send
out an already prepared email without a survey link. Later on the business

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Unit 8: Campaign Automation CR600

partner contact will be documented by a follow-up activity in which your

survey is automatically is included. In the end you will see that the campaign
automation process continues even with this manual interaction.
Log on to the CRM Web Client; choose Business Role Marketing
Professional.
Create new campaign as start node of the process model and maintain the
relevant campaign details. Create a campaign and consider the following
naming convention for your campaign:
ID: C/90##-2CA (## being your group number).
Description: 2nd Survey Camp. ##
Type: Customer Development
Access the Campaign Automation user interface for further processing.
a) Log on to the CRM Web Client; choose Business Role Marketing
Professional.
Create start node of the process model and maintain the relevant
campaign details. Create a campaign and consider the following
naming convention for your campaign:
Navigation bar: Marketing Create → Campaign
ID: C/90##-2CA
Description:: 2nd Survey Camp. ##
Type: Customer Development
Choose Save and afterwards choose Campaign Automation
The Campaign Automation Applet will open up. Optional you can
Personalize the Applet as you want.
3. Create a campaign element for sending out an e-mail Invitation of Gr. ##
(## being your group number) and maintain the relevant campaign element
details.
First create a new campaign element with the following naming convention:
ID:C/90##-2CA-001 (## being your group number)
Description: Invitation of Gr. ##
Type: Customer Development
Maintain the Channel Settings, select Communication Medium E-mail choose
for E-mail address MARKETING [email protected] and
select the prepared E-Mail form Z_TRADE_FAIR_INVITATION.

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CR600 Lesson: Campaign Automation Processing

Additionally, select your survey with the Survey ID: CR600_CA_Z## from
the drop-down list.
Assign the already defined Target Group: ZG##-CA-Invitation to the
campaign element.
Select the relevant Workflow settings for further processing.
a) Choose New Process Element and select Campaign Element
Double click on “Step 1”
Campaign Element Details
General Data
ID: C/90##-2CA-001 (## being your group number)
Type: Customer Development
Change the Description: Invitation of Gr. ##
In Channel enter or select the flowing data:
Communication Medium: E-Mail
Form for E-Mail: Z_TRADE_FAIR_INVITATION
E-Mail Address: MARKETING [email protected]
Questionnaire: CR600_CA_Z## (*) (your survey (*) in the latest
version)
Segments
Assign the target group via the Input Help – with Search
Criteria Description is ZG##*CA* and select the Target Group
ZG##-CA-Invitation
General Data
Select the relevant Workflow Send Target Group to Channel.
This workflow is responsible for initiating the E-Mail sending process
as soon as the overall process model has been started for execution.
If you don’t enter a particular start date, the process will start
immediately
Choose Save
4. Create campaign element Answer is Yes-GR## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-002 (## being your group number)
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Unit 8: Campaign Automation CR600

Description: Answer is Yes- GR##

Type: Customer Development
Assign the already defined Target Group: ZG##-CA-Yes to the campaign
element. This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer decides
to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .
a) Choose New Process Element and select Campaign Element
Double click on “Step 1”
Campaign Element Details
General Data:
ID: C/90##-2CA-002 (## being your group number)
Change the Description to Answer is Yes-GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search Criteria
Description is ZG##*CA* and select the Target Group ZG##-CA-Yes.
This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer
decides to attend the event.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Add BP to Target Group. This workflow
will add all participating responders to the assigned target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
5. Create campaign element Answer is No -GR## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-003 (## being your group number)
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CR600 Lesson: Campaign Automation Processing

Description: Answer is No-GR##

Type: Customer Development
Assign the already defined Target Group ZG##-CA-No to the campaign
element. This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer decides
to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .
a) Choose New Process Element and select Campaign Element
Double click on “Step 1”
Campaign Element Details
General Data:
ID: C/90##-2CA-003 (## being your group number)
Change the Description to Answer is No-GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search Criteria
Description is ZG##*CA* and select the Target Group ZG##-CA-No.
This target group should be empty and will be filled with Business
Partners during the campaign automation process when a customer
decides to attend the event.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Add BP to Target Group. This workflow
will add all participating responders to the assigned target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
6. Create campaign element No-Response-GR## and maintain the relevant
campaign element details.
Create a new campaign element first with the following naming convention:
ID: C/90##-2CA-004 (## being your group number)
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Unit 8: Campaign Automation CR600

Description: No-Response-GR##
Type: Customer Development
Assign the already defined Target Group: ZG##-CA-Reminder to the
campaign element. This target group should be empty and will be filled with
Business Partners during the campaign automation process when a customer
decides to attend the event.
Every Business Partner who response with Yes to the invitation should
be in this target group. Select the relevant Workflow settings for further
processing. .
a) Choose New Process Element and select Campaign Element
Double click on “Step 1”
Campaign Element Details
General Data:
ID: C/90##-2CA-004 (## being your group number)
Change the Description to No-Response-GR##
Type: Customer Development
Segments
Assign the target group via the Input Help – with Search
Criteria Description is ZG##*CA* and select the Target Group:
ZG##-CA-Reminder.
Channel
This time you don’t have to maintain any channel settings because you
only want to collect the event participants in a dedicated target group.
General Data
Select the relevant Workflow Remove BP from Target Group. This
workflow will delete all participating responders from the assigned
target group.
Additionally, you have to set the flag for Start for every respondent
Finally, Save your settings.
7. Specify all rules, conditions, and follow-up steps.
If in the survey CR600_CA_Survey_## the business partner answered the
question: Would you like to attend our annual trade show? with Yes and
responded before specific a date (DATE = (today’s date + 2 weeks), the
business partner should be collected in the target group Answer is Yes ## and
therefore should not be part of the reminder target group.
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CR600 Lesson: Campaign Automation Processing

If in the survey CR600_CA_Survey_## the business partner answered the

question: Would you like to attend our annual trade show? with No and
responded before specific a date (DATE = (today’s date + 2 weeks), the
business partner should be collected in the target group Answer is No ## and
therefore should not be part of the reminder target group.
a) Choose New Process Element and select Decision Node
Double-click on the decision node and change the Description
Response? and select for Rule Maintains: Process all Rules
Rules
Choose Insert Rule
All rules will be defined in the rule editor. Insert Rule button enables
you to create a new rule and to select the relevant rules from a condition
template.
All conditions within one rule are connected with an AND relation in
order to trigger the defined follow-up steps.
The Add inserts another condition within a rule.
Select the template
Show Templates for Category: Questionnaires
Select “In the questionnaire” Select a questionnaire the business partner
answered the question Select Question with Select answer
Choose
The following rules, conditions, and follow-up steps have to be defined
in the rule editor:

Rank- Condition Follow-Up Steps

ing
1 In the questionnaire
CR600_CA_Z## the • Answer is Yes-GR##
business partner answered • No-Response-GR##
the question Would you like
to attend our annual trade
show? with Yes
choose Add and select in
the Templates for Category
Times

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Unit 8: Campaign Automation CR600

The business partner

responded before specify a
date; DATE = (today’s date
+ 2 weeks).
2 In the questionnaire
CR600_CA_Z## the • Answer is No-GR##
business partner answered • No-Response -GR##
the question Would you like
to attend our annual trade
show? with No
choose Add and select in
the Templates for Category
Times
The business partner
responded before specify a
date; DATE = (today’s date
+ 2 weeks).

8. Establish the missing process connections.

a) To establish the process connections that defines the logical order of the
campaign elements to be executed
Choose New Process Element and select Connection
Or choose Right mouse click Establish Connection in the application
area and you will be able to create a connection using drag and drop
from one campaign element to another.
Save all settings in the Campaign Automation User Interface.
9. Release and execute your campaign. Afterwards choose the entry Home
in the Navigation Bar.
a) Before you can execute a Campaign Automation process model,
you have to release all campaign elements first. If you want the all
campaign elements to be released at once, you simply need to release
the first start node campaign.

Double click on the campaign details

Change the Status to Released, choose New Status Released
Save

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CR600 Lesson: Campaign Automation Processing

To start the campaign execution, choose Start Process and answer

the following question with Yes.
Afterwards choose the entry Home in the Navigation Bar.
10. This time you receive an email but without a survey. So you have to enter
the business partner reply as a follow-up activity to your email.
Go the accounts of your target group members. You find the accounts with
the search term is CR600 CA ##. In the account details, you should find an
activity Invitation of Gr. ##.
Open the activity Invitation of Gr. ## and create a follow-up activity with
Transaction Type ZMKT and Description Activity for CA_zmkt. Open the
Assignment Block Questionnaires and answer as you like. Don't forget to
save the questionnaire and your activity.
Take a look at the assignment block Scheduled Actions. What action has
been processed?
Take a look at the segmentation model ZS##-CA and its target groups. Did
the target groups change accordingly to our answers of questionnaire?
a) Navigation bar: Marketing Search → Accounts
In the Search for Accounts select the search criteria: Search term is
and enter CR600*CA*##.
b) In the result list you will find your two accounts. Choose one of them
and click on the Hyperlink for your account and open the account
details.
In the assignment block Planned Activities you should find an activity
with the description Invitation of Gr. ##, open it by clicking on the
hyperlink of the description Invitation of Gr. ##. In work area tool bar
of the activity Invitation of Gr. ## choose More → Flow Up. Select
the activity Activity for CA_zmkt, you find under

Category: Interaction Log

Transaction Type Description Activity for CA_zmkt
Transaction Type ZMKT

Hint: You may have to personalize the field

The activity gets automatically created as reference of the campaign.

Therefore the questionnaire which you assigned to the campaign gets
copied.

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Unit 8: Campaign Automation CR600

c) Open the Assignment Block Questionnaires. Here the questionnaire

should be visible. Answer the survey as you like. Don't forget to save
the questionnaire and your activity.
choose Save
d) Take a look at the assignment block Scheduled Actions. What action
has been processed?
You find the action: Start Subsequent Step in Campaign Automation of
the action profile CAMPAIGN_AUTOMATION_ACTIVITY which is
assigned to the transaction type ZMKT.
e) Take a look at the segmentation model ZS##-CA and its target
groups. Did the target groups change accordingly to our answers of
questionnaire?
Navigation bar: Marketing Search → Segmentation Elements.
choose the search criteria: Description is and enter ZS##-CA. Take a
look at the target groups.

Hint: It might take some time until the target groups get
updated. You may open the target group details to refresh the
view and actually see the result.

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CR600 Lesson: Campaign Automation Processing

Lesson Summary
You should now be able to:
• Perform Campaign Automation with the example for Survey Integration

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Unit Summary CR600

Unit Summary
You should now be able to:
• Describe the process of automated campaigns
• Set up simple campaign automation scenarios
• Use campaign-automation-specific workflows
• Find the most important Customizing steps in IMG in order to implement
campaign-automation-specific scenarios.
• Perform Campaign Automation with the example for Survey Integration

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 Unit 9
External List Management

Unit Overview
External List Management: Overview
• Mapping Format for External Lists
• Upload External Lists
• Using the Uploaded Business Partners

Unit Objectives
After completing this unit, you will be able to:
• Describe the process of External List Management
• Create a Mapping Format
• Upload external lists to SAP CRM.

Unit Contents
Lesson: External List Management...........................................396
Exercise 17: External List Management.................................407

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Unit 9: External List Management CR600

Lesson: External List Management

Lesson Overview
• Maintain a Mapping Format
• Upload External List and List Maintenance
• Using the Uploaded Business Partners.

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the process of External List Management
• Create a Mapping Format
• Upload external lists to SAP CRM.

Business Example
Your company decides to rent an address list from an external partner with the
intention of gathering new prospects.
The external list provides a number of business partner attributes (address,
birthday, and so on).
In order to directly upload the list into SAP CRM, you must create a mapping
format that maps the data contained in the external list with standard business
partner fields. Once you have defined the mapping format, you can upload your
file.
If the prospects show interest in your company or your products, the rented
business partner addresses can persist in CRM. The addresses of the business
partners who have not reacted must be deleted.

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CR600 Lesson: External List Management

Introduction

• External List Management

– Is the process of purchasing, managing, using and reporting on acquired
addresses.
• Address List
– Is a list of business partners.
• Rented Addresses
– Are addresses that a company acquires for a specific period of use from
address publishers (list compilers), address agents (list brokers), or
direct advertising companies.
• Purchased Addresses
– Are addresses that are the ordering party’s property and thus part of the
ordering party’s address database.

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Unit 9: External List Management CR600

Figure 151: Process Steps in List Creation

1. Maintain format for mapping

Create and maintain your own mapping formats to map the data in the
existing address lists to a target mapping structure.
2. Maintain administration data for the list
Enter the file name and path and maintain the basic details of the address list,
such as the list ID, list description, etc. and trigger further process steps.
3. Upload list into SAP CRM
After upload, the list data must be mapped into the systems structure.
4. Check for postal correctness
The system scans through the address data and if postal data is found to be
incorrect or incomplete, the data is marked as erroneous and is not used
for the creation of business partners.
5. Check for duplicates
Check for duplicate business partners. The system scans through the data
and if duplicates are found, the data is marked as erroneous and is not used
for the creation of business partners.
6. Create business partners
Create business partners and set the Rented flag if the business partners are
rented. This flag is used later when you delete the list.
7. Create target group
Create a target group from the address list directly from the interface
provided for list administration.
8. Delete list
The definition of a successful contact is usually set down in the contractual
agreement. After the usage duration agreed in the contract lapses, delete
the business partners who are marked as rented and were not successfully
contacted.

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CR600 Lesson: External List Management

Figure 152: Mapping

In the mapping step, you can define which entry in the list corresponds to which
SAP field.
Once you have determined the mapping format, you can use it each time an
external list has the same format.

Figure 153: Mapping Format

Here you can see an already existing mapping format created previously. In order
to use this mapping format you mapped the fields of the file to the target fields and
defined mapping rules whenever necessary

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Unit 9: External List Management CR600

Figure 154: Mapping Format in Details

The Category determine the Target fields to which the external data can be
mapped. Depending on the chosen mapping format, the target fields can be one or
more of the following types: Person, organization, attribute, lead, activity, survey.
You can upload business partners and / or create activities or leads for business
partners.
File: Here you can enter an example file or your external list so you have this file
in the preview. This simplifies the creation of the mapping format.
Preview Row: Here you can enter the row of your list, which should be displayed
in the grid.
Field separator: This is the separator used in the external list.
Mapping: In the right grid, choose the SAP field corresponding to the entry in the
left grid. To map both, you must select them and then choose the Transfer button.

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CR600 Lesson: External List Management

Figure 155: Advanced Mapping Rules

You can define the following mapping rules for the fields:
• Values
– You use this rule to assign values to the mapped fields. Select the
mapped field and assign the possible values. You can enter these values
from the tables, predefined values from a domain, or the search help
attached to the data elements.
• Constant
– You can use this rule to assign constant values to mapping fields that
require all the business partners to be created with a constant value
irrespective of their corresponding entries in the external list.
• Code
– You can maintain the ABAP code for the mapping fields that require
data or value conversion before they can be assigned to the appropriate
fields during the creation of business partners.

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Unit 9: External List Management CR600

Figure 156: List Creation: General Data

This function enables data to be uploaded from the application server file to the
SAP CRM database tables for External List Management (ELM).
You maintain the origin and type in customizing,
• IMG: Customer Relationship Management → Marketing → External List
Management → Define List Type
• IMG: Customer Relationship Management → Marketing → External List
Management → Define List Origin.

Figure 157: Process Steps

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CR600 Lesson: External List Management

This function enables you to perform mapping between list data and the SAP
Business Partner structure according to the mapping rules that you have defined
in the mapping format. You have executed the External List Upload step or
selected the step for execution. Once this step has been executed, you can see the
successfully mapped records using Display Data Records.
You can determine which steps should be executed (via workflow). You can
execute the process step by step.
Under Format, enter the corresponding mapping format.
If you create a target group, maintain the Target Group field. Choose or define
a profile set.
To start the process you must schedule a job.
After choosing the steps and starting date, save to start the processes (automatic
change to Display Mode).

Figure 158: Data After Mapping

After choosing the steps and starting date, choose Start to start the upload.
To get a more detailed view, you can click on the Messages for Process Steps. The
log displays the details of the process step you are interested in.
In addition to the message log you can view the uploaded data with Show List
Records.
Data after mapping:

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Unit 9: External List Management CR600

You can display the temporary data after you have performed the step Map Data.
You can view all the data records that have been mapped successfully. You can
only view up to 4 records at a time due to performance reasons. By default,
records 1 to 4 are displayed. To view a different set of records, change the start
position of the records.

Figure 159: Using the Business Partner

As long as the Rented indicator is active, the business partner is not transferred
to SAP ERP backend system.
Business partners created from a rented external list are deleted only if they are
flagged as Rented at the time of external list deletion and if they are not used
in any business transactions such as inbound activities, sales orders, or leads.
Outbound activities are the exception.
Business partners that are flagged as Rented and used in Outbound Activities are
deleted with the deletion of the external list. However, the outbound activity
itself is not deleted.

Note: Please note that the Rented flag is not made visible in the delivered
Web client UI configuration. It is necessary to configure the field to be
visible. It is shown on SAP GUI Business Partner view Classification tab.

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CR600 Lesson: External List Management

Figure 160: Customizing ELM

Customizing:
IMG: Customer Relationship Management → Marketing → External List
Management

Figure 161: Define List Type

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Unit 9: External List Management CR600

Figure 162: Define List Origin

Figure 163: Action for Rented Addresses

If a contact with a business partner results in a positive reaction, then the Rented
indicator in this master record is automatically deleted. This is done using Actions.
The action for deleting of the Rented indicator must be assigned to an action profile.
The standard delivery provides the action ACTIVITY_REMOVE_BP_FLAG in
the action profile for the ACTIVITY.

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CR600 Lesson: External List Management

Exercise 17: External List Management

Exercise Objectives
After completing this exercise, you will be able to:
• Create a mapping format
• Use address lists.

Business Example
Your company decides to rent addresses to gain new customers. So you have to
create a mapping format that fits to the list you receive.
After you upload the listed consumers into SAP CRM, they will be contacted via
e-mail. If a business partner is interested in your company, he or she will finally
be considered as a customer.
Finally, business partner addresses that were not won have to be deleted out of the
system.

Task 1:
Log on to SAP GUI.
In order to create your own mapping format, you need to have a file to upload
the data.
This exercise will preferably be performed in SAP GUI.
1. Download your external list from the SAP Business Workplace.
Log on to SAP GUI.
Go to the SAP Business Workplace (STRG+F12 or transaction SBWP).
Open the Inbox.
Open the document CR600: Lists for ELM Exercise with a double click.
Open the attachment BP##.txt.
Save As this file onto your local drive. Save it in Drive Application (N): in
the folder Documents > My Documents .

Task 2:
Log on to the CRM Web client; choose UI Business RoleMarketing Professional.
1. Create a mapping format with ID: CR6_## and Mapping Format description
Group ##. You want to map address data of a Person and the Marketing
Attribute CR600_Hobbies.
Continued on next page

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Unit 9: External List Management CR600

Navigation Bar: Marketing: Create → Mapping Format.

To get a preview of the fields you want to map, select the file you have
downloaded before. After you have uploaded the file you have to refresh
your view to display the fields.
2. Please map the data of a person with the following fields:
- First name
- Last name
- Street
- House number
- Postal Code (Target Field ID: PERS_POSTL_COD1)
- City
- Country (ISO code) (Target Field ID: PERS_COUNTRYISO)
- Title (Note: later you have to create a mapping rule for this field.)
- Correspondence language
3. Map the Marketing Attribute CR600_Hobbies:
- Musik and Books to Music and Books
4. Now you have to apply the right mapping rules. You have to add a Mapping
Rule for the values of the marketing attribute set CR600_Hobbies and Title.
5. You want to add an additional field E-mail address to the file. The field
E-mail address should be filled with the constant e-mail address with your
CRM-User Mail address: CRM-##[email protected].
Apply the right mapping rule.

Task 3:
Upload the file back to your training system.
Navigation Bar: Marketing: Create → External List.
1. Create an address list with ID and description ZELM_List_## with the
following data:

General Data
Origin Provider 1 (Consumer)
Type Rented
Permitted No. of Uses 1
Mapping Format Group ##
Continued on next page

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CR600 Lesson: External List Management

Process Steps:
Choose Select Client File.
Browse for your file on your local drive (Documents) and choose Upload
it, choose as Delimiter: Semicolon.
Select the following process steps:
- Read File
- Map Data
- Maintain Business Partner
- Maintain Target Group

New Target Group: ZG##_ELM

New Segmentation ZG##_ELM
Model:

Start the ELM Upload and it should be executed Immediately.

2. Take a look at the log of your process steps and afterwards display the List
Records.
Note the Business Partner ID (Person) of your just created accounts.
Mark Miller##:
___________________________________
Angela Adams##:
___________________________________
Use the Navigation Bar and search for your new Accounts. Take a look at
the account details. Your new accounts should both be marked as rented and
have the right title and e-mail address.

Task 4:
You want to contact the new accounts and find out the impact of the rented flag.
1. Search for your newly created Segmentation Model ZG##_ELM and create
business activities of type ELMO ELM Outgoing Contact for it.
2. Check the flag Rented Address for Angela Adams##. Is it selected?
___________________________________
3. Angela Adams## is interested in our products. She contacts us, so create an
incoming interaction log for Angela Adams##. Use these details:

Continued on next page

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Unit 9: External List Management CR600

Transaction Type ELM Incoming Contact

Description Account asks for more information
Activity Partner BP number of Angela Adams##
Organizational Unit Sales - Group D1 (US Group Denver 1) choose
from dialog)

4. Check the Rented Address indicator for this consumer again. Is it selected?
___________________________________

Task 5:
Optional Exercise: Deletion of an ELM List
1. a) Search for your ELM List and delete all it contains. What is the effect of
the deletion of an ELM List.
b) What happened to your account Mark Miller## who was marked as
rented? Take a look at the account details for Mark Miller##. In order to
see the effect do not use the Recent Object in the Navigation Bar, use the
account search instead.

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CR600 Lesson: External List Management

Solution 17: External List Management

Task 1:
Log on to SAP GUI.
In order to create your own mapping format, you need to have a file to upload
the data.
This exercise will preferably be performed in SAP GUI.
1. Download your external list from the SAP Business Workplace.
Log on to SAP GUI.
Go to the SAP Business Workplace (STRG+F12 or transaction SBWP).
Open the Inbox.
Open the document CR600: Lists for ELM Exercise with a double click.
Open the attachment BP##.txt.
Save As this file onto your local drive. Save it in Drive Application (N): in
the folder Documents > My Documents .
a) see task

Task 2:
Log on to the CRM Web client; choose UI Business RoleMarketing Professional.
1. Create a mapping format with ID: CR6_## and Mapping Format description
Group ##. You want to map address data of a Person and the Marketing
Attribute CR600_Hobbies.
Navigation Bar: Marketing: Create → Mapping Format.

Continued on next page

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Unit 9: External List Management CR600

To get a preview of the fields you want to map, select the file you have
downloaded before. After you have uploaded the file you have to refresh
your view to display the fields.
a) ID*: CR6_##.
Mapping Format: Group ##
Category: Addresses
Choose for Target Field Filter
Filter Criterion: Person
Choose Select a File
Browse for your file (Folder: Documents) afterwards upload it choose
Upload.
You do not see any fields displayed yet please choose Refresh to display
the field and data of the file.
2. Please map the data of a person with the following fields:
- First name
- Last name
- Street
- House number
- Postal Code (Target Field ID: PERS_POSTL_COD1)
- City
- Country (ISO code) (Target Field ID: PERS_COUNTRYISO)
- Title (Note: later you have to create a mapping rule for this field.)

Continued on next page

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CR600 Lesson: External List Management

- Correspondence language
a) To map the fields select the column Field Mapping the field Preview
Value you want to map and select in the column Available Target Fields
the right Target Field, when both fields are marked choose Map.

Field Mapping Available Target Fields

File Preview Value Mark Target Field First Name
Choose Map

Afterwards in the File Preview Value Mark shows the Target Field
First Name.
Continue this way for all fields in the file, Country is be mapped with
ISO Code (Target Field ID: PERS_COUNTRYISO), Mr. should be
mapped with Title (Target Field ID: PERS_TITLE_KEY).
So far all fields of the preview file should be mapped.
3. Map the Marketing Attribute CR600_Hobbies:
- Musik and Books to Music and Books
a) You want to map the Hobby Musik, therefore you have to change your
Target Field Filter.
Choose for Target Field Filter

Filter Criterion: Marketing Attributes

Attribute Set: CR600_Hobbies

Map the File Preview Value: Musik with the Target field
CR600_Hobbies.

Continued on next page

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Unit 9: External List Management CR600

4. Now you have to apply the right mapping rules. You have to add a Mapping
Rule for the values of the marketing attribute set CR600_Hobbies and Title.
a) The Preview field: Musik has to match the right marketing attribute
within the Target field CR600_Hobbies
Select the field you want to apply a mapping rule for and choose Add
Mapping Rule.
Select the row Preview field: Musik the Target field CR600_Hobbies
and choose Add Mapping Rule
Select Mapping Rule: Values
Now all the possible values are displayed, select the right value Music
and select with the Input-field help the value Musik. Process in the
same way for the value Books, in the end choose Back.
Afterwards the Preview Value Musik shows the Target Field
CR600_Hobbies with Mapping Rule Values which indicates that a
mapping rule applies for this field.
Now apply a mapping rule for the field Title.
Select the row Preview field: Mr. the Target field Title and choose
Add Mapping Rule
Select Mapping Rule: Values
All the possible values are displayed, select the right value 0002 Mr.
and select with the Input-field help the value Mr.
Process in the same way for the value 0001 Ms. and mapped values
Mrs., in the end choose Back.
5. You want to add an additional field E-mail address to the file. The field
E-mail address should be filled with the constant e-mail address with your
CRM-User Mail address: CRM-##[email protected].
Apply the right mapping rule.
a) Change the Target Field Filter again.
Filter Criterion: Person.
In the Field mapping mark the position 11 there is no Preview value
filled, now select in the column Available Target Fields the Target Field
E-Mail Address, when both fields are marked choose Map.
Apply a mapping rule for the E-Mail Address, choose Add Mapping
Rule.
Select Mapping Rule: Constant

Continued on next page

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CR600 Lesson: External List Management

In the field Constant enter your e-mail address CRM-

##[email protected] in the end choose Back.
Afterwards the position 11 with no Preview Value shows the Target
Field E-Mail Address with Mapping Rule Constant
Choose Back again to come to the Mapping Format Details View,
here shows Save.

Task 3:
Upload the file back to your training system.
Navigation Bar: Marketing: Create → External List.
1. Create an address list with ID and description ZELM_List_## with the
following data:

General Data
Origin Provider 1 (Consumer)
Type Rented
Permitted No. of Uses 1
Mapping Format Group ##

Process Steps:
Choose Select Client File.
Browse for your file on your local drive (Documents) and choose Upload
it, choose as Delimiter: Semicolon.
Select the following process steps:
- Read File
- Map Data
- Maintain Business Partner
- Maintain Target Group

New Target Group: ZG##_ELM

New Segmentation ZG##_ELM
Model:

Continued on next page

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Unit 9: External List Management CR600

Start the ELM Upload and it should be executed Immediately.

a) ID ZELM_List_##
External List ZELM_List_##

General Data
Origin Provider 1 (Consumer)
Type Rented
Permitted No. of Uses 1
Mapping Format Mapping Format Group ##

Process Steps:
Choose Select Client File.
Browse for your file on your local drive Upload it, choose as Delimiter:
Semicolon.
Select the following process steps:
- Read File
- Map Data
- Maintain Business Partner
- Maintain Target Group

New Target ZG##_ELM

Group:
New ZG##_ELM
Segmentation
Model:

Scheduling Start choose Immediately.

in the end choose Start
2. Take a look at the log of your process steps and afterwards display the List
Records.
Note the Business Partner ID (Person) of your just created accounts.
Mark Miller##:
___________________________________
Angela Adams##:

Continued on next page

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CR600 Lesson: External List Management

___________________________________
Use the Navigation Bar and search for your new Accounts. Take a look at
the account details. Your new accounts should both be marked as rented and
have the right title and e-mail address.
a) Choose Refresh to view the progress of the process step execution.
Choose Show List Records to view the details of the list and the
accounts.
Note the Business Partner ID (Person) of your just created accounts.
Mark Miller##:
___________________________________
Angela Adams##:
___________________________________
Afterwards choose in the Navigation Bar: Accounts & Products:
Search → Accounts, use as search criteria the Account ID, which you
have noted before or search by the name Adams## and Miller##.
In the result list call up the account details. In the Account Details
Assignment Block General Data you find the flagged field Rented
Address as well as the title and e-mail address.

Continued on next page

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Unit 9: External List Management CR600

Task 4:
You want to contact the new accounts and find out the impact of the rented flag.
1. Search for your newly created Segmentation Model ZG##_ELM and create
business activities of type ELMO ELM Outgoing Contact for it.
a) Navigation Bar: Marketing: Search → Segmentation Elements.
Description is Z*##*ELM.
In the result list, select your Segmentation Model and target group
ZG##_ELM.
Go to the Segmentation Model Detail, click on the hyperlink of the
Segmentation Model ZG##_ELM. In the work area tool bar, choose
Edit Segmentation Model. The Segment Builder View should open up.

Select the target group

and select in the Options Menu: Follow up → Create Business
Transactions.
Select the Transaction Type ELMO ELM Outgoing Contact.
Choose Create. Schedule the job to start immediately, choose Start:
Immediately.
Choose Start.
2. Check the flag Rented Address for Angela Adams##. Is it selected?

Continued on next page

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CR600 Lesson: External List Management

___________________________________
a) Navigation Bar: Accounts & Products.
Search → Accounts.
Search for: select Individual Accounts.
Last Name: Adams##.
First Name: Angela.
Or search with the Account ID.
In the result list, select your account and click on the Hyperlink
Adams## to go to the account details.
In the Account Details Assignment Block General Data you find the
flagged field Rented Address .
The outgoing contact ELMO ELM Outgoing contact does not have
any influence on the rented flag. It is still there. Of course the system
internally checks the “Permitted No. of Uses” in our case only once
you can contact Angela Adams## by an outgoing contact / activity.
3. Angela Adams## is interested in our products. She contacts us, so create an
incoming interaction log for Angela Adams##. Use these details:

Transaction Type ELM Incoming Contact

Description Account asks for more information
Activity Partner BP number of Angela Adams##
Organizational Unit Sales - Group D1 (US Group Denver 1) choose
from dialog)

a) Navigation Bar: Create: Interaction Log.

Transaction Type: ELM Incoming Contact
Description: Acount asks for more information
Account: Adams##
In the Pop Up select the account of Adams##, Angela next Pop up
select Scenario: Sales and Sales Organization Group D1.
In the end, choose Save.
The incoming contact does influence on the rented flag. It removes
it. The system is configured so that the transaction type EMI -
ELM Incoming Contact with its action “Deletes Business Partner
Classification 'Rented Address'” removes the rented flag in the account.

Continued on next page

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Unit 9: External List Management CR600

4. Check the Rented Address indicator for this consumer again. Is it selected?
___________________________________
a) Navigation Bar: Accounts & Products.
Search → Accounts.
Search for: select Individual Accounts.
Last Name: Adams##.
First Name: Angela.
Or search with the Account ID.
In the result list select your account and click on the Hyperlink
Adams## to go to the account details.
In the Account Details Assignment Block General Data you find the
unmarked field Rented Address .

Task 5:
Optional Exercise: Deletion of an ELM List
1. a) Search for your ELM List and delete all it contains. What is the effect of
the deletion of an ELM List.

Continued on next page

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CR600 Lesson: External List Management

b) What happened to your account Mark Miller## who was marked as

rented? Take a look at the account details for Mark Miller##. In order to
see the effect do not use the Recent Object in the Navigation Bar, use the
account search instead.
a) Navigation Bar: Marketing: Search → External Lists.
Search Criteria: ID is *##*.
In the Result list, select your ELM List and choose the hyperlink
ZELM_List_## to go to the ELM List details.
Choose Edit.
With in Process Steps select Delete External List.
Scheduling: Start choose immediately.
Choose Start to run the deletion process.
Choose Refresh to view the progress of the process step execution.
You should have information: “External List has been deleted”.
b) Navigation Bar: Accounts & Products.
Search → Accounts.
Search for: select Individual Accounts.
Last Name: Miller##.
First Name: Mark.
Or search with the Account ID.
Result list shows: 0 Account found.
The account got deleted.
The account of Angela Adams## should still be there.

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Unit 9: External List Management CR600

Lesson Summary
You should now be able to:
• Describe the process of External List Management
• Create a Mapping Format
• Upload external lists to SAP CRM.

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CR600 Unit Summary

Unit Summary
You should now be able to:
• Describe the process of External List Management
• Create a Mapping Format
• Upload external lists to SAP CRM.

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Unit Summary CR600

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 Unit 10
Special Features and Functions

Unit Overview
Learn more about special features and functions in SAP CRM Marketing
Topics:
• Newsletter Management
• Interaction Objects
• Personalized Response Code
• File Export
• Bounce Management

Unit Objectives
After completing this unit, you will be able to:

• Describe the process of Newsletter Management

• Describe the use of the Personal Respond Code (PRC)
• Use File Export for a campaign
• describe the bounce management process
• set up of a bounce rule

Unit Contents
Lesson: Special Features and Functions ....................................426
Exercise 18: File Export and Personal Respond Code (PRC) .......443
Lesson: Bounce Management ................................................451
Exercise 19: Bounce Management ......................................463

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Unit 10: Special Features and Functions CR600

Lesson: Special Features and Functions

Lesson Overview
After the basic information you will now get familiar with some Marketing Special
Features and Functions

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the process of Newsletter Management
• Describe the use of the Personal Respond Code (PRC)
• Use File Export for a campaign

Business Example
You want to management your newsletter.

Figure 164: Newsletter Definition

You can use a mail form that invites the e-mail recipient to register for the
newsletter (opt in/ opt out) by clicking on a Subscribe link. The link is a URL
within a Web shop where the recipient can select topics of interest and subscribe
or unsubscribe to the newsletter.
The newsletter can contain several links. It is possible to track click-throughs to
multiple links to a Web shop and external sites.

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CR600 Lesson: Special Features and Functions

The newsletter functionality requires the following:

• Use of a Web Shop
• Maintain Web Shop URL in Customizing
• Create marketing attribute set for newsletter registration
• Assign marketing attribute set to Web Shop administration
• Create a newsletter mail form with the Subscribe / Unsubscribe link
• Send the newsletter mail form to the target group via campaign execution.

Figure 165: Newsletter - Subscription Process in Web Shop

The newsletter scenario requires marketing attributes to indicate areas of interest

for subscribers such as newsletter categories like Software newsletters and
Hardware Newsletters.
Maintain values for the marketing attributes. For example, the marketing attribute
Software Newsletters could have the values CRM, SRM, ERP, etc. Potential
newsletter subscribers will select or deselect attribute values when they land on
the subscription page of your Web shop.
Organize all newsletter-relevant marketing attributes into a marketing attribute set.
Assign the newsletter-relevant marketing attribute set to the business partners on
the Marketing Attributes tab page of the business partner master record.
Use the marketing attribute set to generate a marketing profile in Segment Builder
for the execution of the newsletter campaign.

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Unit 10: Special Features and Functions CR600

Assign the newsletter-relevant marketing attribute set to the Web shop in the
Newsletter Subscription area of the Web shop administration.
• The Web shop displays all the attributes of this attribute set on aspecial tab
rider for newsletter subscriptions. You define in the Web shopcustomizing
which attribute sets are shown in the web shop.
Maintain the Web shop URL for automatic Subscribe/Unsubscribe hyperlink
generation in the mail forms. You can achieve this in Mail Form Maintenance by
first creating your newsletter and then choosing Subscribe/Unsubscribe to insert a
link to the Web shop.
Create a campaign and campaign element. Assign a newsletter mail form to the
campaign element, and enter the email communication medium.
Execute your newsletter campaign with the newsletter-relevant target group.

Figure 166: Details on the Subscription Link for a Newsletter URL

You can insert a Subscribe / Unsubscribe link into the newsletter e-mail form by
selecting Insert Subscribe/Unsubscribe from the context menu of the insert icon. If
you switch to the html source view, you can see that a URL is automatically added
to the source code. The URL is configured in the IMG → Customer Relationship
Management → Marketing → Personalized Mail → Edit URL for Newsletter.
When the email recipient clicks on the Subscribe / Unsubscribe link in the email,
he or she is directed to the newsletter page in the Web shop.
Interaction Objects used for asynchronous execution channels

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Figure 167: Campaign Execution: Asynchronous Channel - E-Mail

• Example of an Outbound Email campaign.

An email campaign creates one email and one Activity which contains the
email contact for every business partner in the target group. The email is
linked to the Activity.
• A follow up contact like a visit or phone call will be generated in another
Activity.
• The Email campaign is regarded as an asynchronous channel.
Outbound and inbound contact are usually stored within two business
objects. The inbound contact is created as a follow-up document with
reference to the preceding outbound contact
• Example: execution channel – e-mail, SMS, and fax
• The amount of information needed within the outbound contact depends
upon the business process

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Figure 168: Campaign Execution: Asynchronous Channel - E-Mail used for

Mass Campaign

Asynchronous execution channels

• Campaign outbound contact and customer response (inbound contact) occur
at different times
• Outbound and inbound contact are usually stored within two business
objects. The inbound contact is created as a follow-up document with
reference to the preceding outbound contact
• Example: execution channel – e-mail, SMS, and fax
• The amount of information needed within the outbound contact depends
upon the business process

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CR600 Lesson: Special Features and Functions

Mass scenarios, such as B2C, generally require only minimum information on the
outbound contacts for performance reasons. The interaction object supports this
type of scenario.
• In order to execute an e-mail campaign, certain conditions must be fulfilled:
– A campaign must exist. A campaign (and or campaign element) is the
operative element in the marketing plan from which interaction with
customers is fulfilled.
– A target group has to exist. The target group includes the business
partners you wish to address with the e-mail.
– An e-mail form must exist. An e-mail form is the template that includes
the text conditional and non-conditional blocks of the e-mail.
– The senders address is required to send the e-mails out. Senders
e-mails can be defined in Customizing
Process
• User sets up an e-mail marketing campaign, with related target group. The
e-mail form is customized to match the desired marketing message. E-mails
are sent to all participants of the campaign with parameterized (for tracking
purposes) URL links.
• When used in conjunction with my SAP Internet Sales, dynamic, personalized
greeting and web tracking (e.g., hits from the e-mail, clickstream) is possible.
• If set up in Customizing, activities are generated for each BP in the target
group. Mail contents are linked to the activity as an attachment

Figure 169: Campaign Execution: Interaction Object

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The interaction object supports high-performance execution of mass

campaigns and simultaneously ensures tracking of each outbound contact
in the system
• Generation of interaction objects is supported for all asynchronous outbound
channels: e-mail, fax, SMS, and letter. Interaction objects do always have
an outbound direction. After successful generation, the status is set to
completed. If no contact was possible, the status is set to error
A minimal amount of information means that the interaction object offers very
high performance
An interaction object contains
• Recipient
• Send date and time
• Campaign
• Content of the e-mail, fax, SMS, or letter.
The interaction object is fully integrated with the following capabilities
• Activity management
• Account management and business partner fact sheet
• Interaction center Web client: The following features are supported for the
interaction object:
– Document flow, including navigation to preceding and succeeding
documents
– Integration with the reporting framework which means that interaction
objects can be searched in the interaction history

Figure 170: Campaign Execution: Interaction Object - Customizing

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Comprehensive status information allows detailed reporting based upon

interaction objects.
Possible status settings include
• Contact achieved
• Contact not possible (missing communication data)
• Contact not possible (incorrect communication data)
• Contact not permitted (maximum usage of BP list)
• Contact not permitted (block indicator for BP)
• Contact not possible (technical problems)
Consistent campaign response reporting is ensured
• Activities and interaction objects are transferred to SAP BI
Interaction object is a generic term → Customizing can be set up to define
application-specific naming.
The interaction object are set up in Customizing: IMG → CRM → Basic Functions
→ Interaction Objects.
IMG: Customer Relationship Management → Marketing → Marketing Planning
and Campaign Management → Campaign Execution → Define Communication
Medium.
In Campaign Execution if you do not assign a Transaction Type to the
communication medium Internet mail (E-mail), the Interaction Object will be used.

Figure 171: Campaign Execution: Personalized Response Code

A Personalized Response Code (PRC) is an easy to use code used to uniquely

identify “campaign outbounds”. “Campaign outbounds” are combinations of
business partner and campaign.

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The PRCs are generated during campaign execution. Its structure and format
can be individually defined. Several formats are possible depending on the
corresponding BADI implementation.
Use the personalized response code to identify a responder easily. For example,
you can print the PRC on a predefined, paper-based response like fax, postcards,
and others.
PRC also enables fast identification of the responders and the campaign in
progress. This is helpful for response recording and for response import (e.g.
from external agencies, using standard flat file formats, can import both business
partners, and transactions).
The PRC can also be used as instigation object for Campaign Automation.

Figure 172: Configuration of Personalized Response Code (PRC)

Define Number Range Interval for PRC

• Transaction code SPRO: CRM → Marketing → Marketing Planning and
Campaign Management → Campaign Execution
• In this activity you define the number range interval for the generation of
personalized response codes (PRC). When the PRC is generated during
campaign execution, the system automatically assigns a sequential number
that lies within the interval.

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To specify the number range interval:

1. Choose Change Intervals and then Insert Interval. The Insert Interval dialog
box appears.
2. Enter an alphanumeric key (maximum: two characters).There can be only
one number range interval for the generation of a PRC. The number range
number must always be “1.”
3. Enter the lower and upper values of the number range interval.
4. Choose Insert.
5. Save your entries.

Figure 173: Usage of Personalized Response Code (PRC)

The personal response code can be included in mail forms the same way as other
variables. It is automatically generated during the campaign execution and is
unique for each business partner and campaign.
What is the difference between a Personalized Response Code and a Response ID?
• You use a Response ID to track the response to your campaign. You can
use this in an e-mail campaign, so that you can track inbound e-mail. The
Response ID is hidden in the personalized mail.
• You use a Personalized Response Code (PRC) so that you can quickly
identify the campaign related to a response. The PRC is displayed in
the personalized mail. You can use a PRC when you want a response by
telephone; the PRC enables respondents to identify the campaign.

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Figure 174: Response Recording

This fast-entry function allows you to manually record responses to a campaign,

such as paper-based responses from a trade fair or advertisement campaign.
Response data consists of any relevant data on business partners or unknown
partners whenever there is an inbound contact in response to a campaign.
Such data could include details on the business partner, answers to a survey
questionnaire belonging to the campaign, notes, or comments.
• With campaign response recording pages you can easily create:
– Sales prospects (Accounts)
– Contacts
– Leads / Activities (Interaction Logs)
• Three types of campaign response codes are used to identify responses from
existing or prospective business partners:
– Coupon Code – a unique numeric code associated with a coupon that is
used to identify a campaign or campaign element.
– Campaign Element ID – a unique identifier for a campaign or campaign
element.
– Personalized Response Code – a unique ID representing the relationship
between the campaign or campaign element and the business partner.
This code can be printed on letters and is used by marketing assistants to
identify the relevant campaign, campaign element, or business partner.

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CR600 Lesson: Special Features and Functions

Figure 175: Campaign Execution: File Export Channel

Campaign Execution: File Export Channel

The new communication channel File Export allows you to export business
partner data for external processing. The exported data can be used for further
processing outside SAP CRM: by external marketing service providers (letter
shops and so on), for example.
During campaign execution, a file is created in CSV or XML format and attached
to the corresponding campaign (according to configuration settings).
The content of the file is defined the same way as with mail forms. Each line in the
mail form will represent a different column in the data file.

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Figure 176: Configuration of File Export - Define Variant

Configuration of File Export

Step 1: Define File Export Variant.
• In this activity, you define the export variants for file export in campaign
execution.
• The export variant determines which format the file to be exported will
have, which format parameters need to be considered, and whether the file
should be assigned to the campaign or not. By default, XML, and CSV
formats are supported.
• The file export variants defined here are assigned to a communication
medium in the activity Define Communication Medium.
Activities
• 1. On the first screen, choose an ID and a description for your export variant,
select a format and a file extension, and select whether the file should be
attached to the campaign during the export.
• 2. Select the newly created variant and double-click the folder Settings.On
the next screen, select the format parameters for your file format and enter
the values for these parameters.
• If you do not make an entry in the field Parameter Value, the default value
is used.

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Settings for CSV Format

• ESCAPE: Escape character that is used when a special character occurs
in a field (for instance, a separator). Character strings are not supported
(default value: ").
• HEADER_ROW: Indicator that determines whether a header line containing
the field names is inserted at the start of the file. Possible entries are blank
or X (default value: blank).
• SEPARATOR: Character to be used to separate fields. Character strings
are not supported (default value: ;).

Figure 177: Configuration of File Export - for XML files

Settings for XML Format

• ENCODING: XML document character set. This entry is used in the
encoding attribute of the xml tag and does not have to be maintained in
this context since UTF-8 is always used by default and possible entries are
ignored. The character representation of the output file is always UTF-8.
• ITEM: Name of the data record element. The data record element is at a
higher level than the elements for the fields of a data record (default value:
ITEM).
• ROOT: Name of the root element. The root element is the highest element
(default value: DATA).
• VERSION: XML version (default value: 1.0).

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Figure 178: File Export _Communication medium

Step 2: Define Communication Medium

In this activity you specify communication media (in effect communication
strategies consisting of one or more different media) by which you intend to contact
business partners within a marketing campaign. You enter the communication
medium in the Marketing Planner under Channels.The attributes of each
communication medium are transferred to the Business Information Warehouse for
evaluation. Each communication medium consists of one or more communication
methods together with a priority that you assign to a communication method.
Example
You could create the communication medium File Export. The communication
method defines the means by which business partners belonging to a target
group are informed about the content of a campaign (by e-mail, mail, fax,...).
You specify the individual communication method(s) to be assigned to the
communication medium under Define Priorities and Business Transaction Types.
In this example, you would assign the method File Export. If you want to trigger
business transactions (activities for example) then on the same screen, assign a
business transaction type (defined in Customizing) to the relevant communication
method. For the communication method File Export you have to define a variant
ID on the detail screen Assign File Export Variant.

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Figure 179: File Export - create mail form

Create Mail Form

Flexible content definition
• Define your file format in the same way as a mail form
• Use predefined functions: address node to export the business partners
addresses in the country-specific layout
• Use additional business partner information defined in the customer scenario
• Restriction: The form usage must be “File Export”.

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CR600 Lesson: Special Features and Functions

Exercise 18: File Export and Personal

Respond Code (PRC)
Exercise Objectives
After completing this exercise, you will be able to:
• Create mail forms for File Export and PRC- Code
• Execute a marketing campaign using channel File Export.

Business Example
If you want to send data to an external partner or need data for an external file you
export the data with the help of File Export.
You create a mail form for File Export with all the data you like to export such
as Business Partner data (Name and Address) or Marketing Attributes. For later
use and much easier import of the data you can add a Personal Respond Code
(PRC) to exported data.
You execute a campaign for the target group you want to export the data in a file.
In the end, you will receive the data in a file as an attachment in the campaign.
The campaign attachment can be down loaded or send to an external partner.
Log on to the CRM Web client; choose Business Role Marketing Professional.

Task 1:
Create a mail form with the form usage File Export.
1. Create mail form Z##_FILEEX with the form usage for File Export.
2. Select attributes you want to have in for File to export it. Please select
different attributes form different attribute categories, select from attribute
category: Business Partner Last Name and First Name and from attribute
category: Campaigns Personal Response Code in addition to the attribute
enter a Free Text: attribute: winter promotion

Task 2:
Create and execute a campaign, use the channel File Export.
1. Create a new campaign to export your file, use the following data: ID
C/90##-FEX-001 and DescriptionSale Gr## and campaign typeCustomer
Development .
2. Assign your just created mail form Z##_FILEEX for file export to the
campaign, choose Channel File Export (CSV with Attachment).

Continued on next page

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Unit 10: Special Features and Functions CR600

3. Assign target group PP_## to your campaign.

4. Release and execute your campaign. Afterwards leave the campaign detail
view and go to Home in the Navigation Bar.
5. Go Back to the campaign details. Have a look at the attachment of your
campaign and check the created file.
Note the Personal Response Code for your two Business Partners.

Task 3:
You want to record the responses of the Business Partners of target group PP_##
from the campaign C/90##-Fil-Ex## quickly and store the answers in a survey.
1. Create a Response Recording with one of the previously generated Personal
Response Code.
2. Fill out the survey answers. Create a Lead of transaction type CR600 Lead
add the description Group ## and answer the survey as you like.
Select “your” survey, the one you created in the unit Leads, by choosing the
Lead origin Lead## and Lead group Group##.
Please answer the survey questions as you like and in the end choose Save
and Thank you to save your survey and qualify your Lead.
Choose Save to save your whole Response Record and create a Lead
at the same time.
3. Verify the creation of the Lead. Have a look at the newly created Lead.
Search it by the Description Group##.

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CR600 Lesson: Special Features and Functions

Solution 18: File Export and Personal

Respond Code (PRC)
Task 1:
Create a mail form with the form usage File Export.
1. Create mail form Z##_FILEEX with the form usage for File Export.
a) Log on to the CRM Web client UI, choose Business Role: Marketing
Professional.
Navigation Bar: Marketing: Create → Mail Form.

General Data:
ID: Z##_FILEEX
Description: Z##_FILEEX
Usage: File Export

Continued on next page

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Unit 10: Special Features and Functions CR600

2. Select attributes you want to have in for File to export it. Please select
different attributes form different attribute categories, select from attribute
category: Business Partner Last Name and First Name and from attribute
category: Campaigns Personal Response Code in addition to the attribute
enter a Free Text: attribute: winter promotion
a) you have two parts in the view one the left Attributes to choose from and
on the right File Export Attributes which represent the fields/attributes
you want to have in your file to export them. Of course at the moment
the File Export Attributes have on entries yet.
select the Attribute Category: Business Partner.
choose from the Attributes.
Attribute Category: Business Partner.
Select the attribute Person: Last Name.
Choose Move to Right to insert the attribute to the File Export
Attributes.
afterwards select the attribute Person: First Name.
Choose Move to Right to insert the attribute to the File Export
Attributes.
now change the attribute category
Select Attribute Category: Campaigns.
Select the attribute Personalized Response Code.
Choose Move to Right to insert the attribute to the File Export
Attributes.
Now add a Free Text
On the right in File Export Attributes choose Free Text
Within Attributes you find a new line with text “ Enter a text, in all
translations”. Change this text and enter winter promotion
In the end choose Save and Back.

Continued on next page

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CR600 Lesson: Special Features and Functions

Task 2:
Create and execute a campaign, use the channel File Export.
1. Create a new campaign to export your file, use the following data: ID
C/90##-FEX-001 and DescriptionSale Gr## and campaign typeCustomer
Development .
a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign.

ID: C/90##-FEX-001

Description: Sale Gr##

Type: Customer Development

2. Assign your just created mail form Z##_FILEEX for file export to the
campaign, choose Channel File Export (CSV with Attachment).
a)

Channel:
Communication File Export (CSV with Attachment)
Medium:
File Export Form: Z##_FILEEX

3. Assign target group PP_## to your campaign.

a) In Assignment Block Segments choose Edit List.
Search for Target Group: PP_##, use Field: Description is PP*## *.
In the result list, choose the Target Group: PP_##.
Your Target Group: PP_## should now be visible on the Assignment
Block Segments.
In the end, choose Save.

Continued on next page

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Unit 10: Special Features and Functions CR600

4. Release and execute your campaign. Afterwards leave the campaign detail
view and go to Home in the Navigation Bar.
a) In Assignment Block Campaign Details choose Edit and enter the
following data:
Change the Status to Release and choose Save.
In the work area tool bar choose More → Start.
In the Job Wizard, change the Start date to immediately, choose Start:
immediately.
Choose to actually execute the Job.
Leave the campaign detail view. Go to Navigation Bar Home.
5. Go Back to the campaign details. Have a look at the attachment of your
campaign and check the created file.
Note the Personal Response Code for your two Business Partners.
a) Go to the Assignment Block Attachments.
After the campaign execution has run successfully you will find your
file for export in Assignment Block Attachments.
Click on the Hyperlink of your File Name C90##-Fil-EX-## to view
the details.
Note the Personal Response Code for your two Business Partners, so
you can remember them for the Response Recording Exercise.

Task 3:
You want to record the responses of the Business Partners of target group PP_##
from the campaign C/90##-Fil-Ex## quickly and store the answers in a survey.
1. Create a Response Recording with one of the previously generated Personal
Response Code.
a) SAP Navigation Bar: Marketing choose Create → Response Recording.
Assignment Block General Data.
In the field Response Code enter the Personal Response Code and
press Enter => Automatically the Account data gets generated.
2. Fill out the survey answers. Create a Lead of transaction type CR600 Lead
add the description Group ## and answer the survey as you like.
Select “your” survey, the one you created in the unit Leads, by choosing the
Lead origin Lead## and Lead group Group##.

Continued on next page

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CR600 Lesson: Special Features and Functions

Please answer the survey questions as you like and in the end choose Save
and Thank you to save your survey and qualify your Lead.
Choose Save to save your whole Response Record and create a Lead
at the same time.
a) Select in the Assignment Block General Data the following data:

Object Type: Lead

Transaction Type: CR600 Lead

Go to Assignment Block Lead.

Within Classification choose Origin Lead## and Group Group##.
In the Lead Details enter the Description Group##.
Your survey will be displayed. Fill out your the survey.
Save your survey answers and in the end Save the whole Response
Record.
3. Verify the creation of the Lead. Have a look at the newly created Lead.
Search it by the Description Group##.
a) SAP Navigation Bar: Marketing choose Search → Leads.
Search Criteria: Description is Group##.
In the Result list select your lead, click on the Hyperlink of the
Description Group##.
Open the Assignment Block Assessments to view the survey and its
answers.

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Lesson Summary
You should now be able to:
• Describe the process of Newsletter Management
• Describe the use of the Personal Respond Code (PRC)
• Use File Export for a campaign

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CR600 Lesson: Bounce Management

Lesson: Bounce Management

Lesson Overview
Bounce Management is a function that allows you to recognize and follow-up
marketing mails (e-mail, SMS, fax) that could not be delivered to the recipient
and are returned to the sender as an automatic reply mail. It is also possible to
recognize and process emails that are not actually responses to the campaign, but
are automated response mails, such as out of office notifications.

Lesson Objectives
After completing this lesson, you will be able to:
• describe the bounce management process
• set up of a bounce rule

Business Example
The growth of the Internet has provided an easy communication medium for the
marketing department, the e-mail.
Marketers now need the next level of support, they need to understand how many
e-mails of them are going astray and how many are just not reaching their target
audience.

Figure 180: Bounce Management Process Requirement

Bounce Management – What is Bounce Management?

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Campaign managers need to track the success of their campaigns

They want to know the number of business partners who could not be contacted in
their campaigns because of bounces
• Bounces for which a resend could lead to success are called soft bounces:
mail server currently unavailable, for example
• Bounces for which a resend will never lead to success are called hard
bounces: recipient address is invalid, for example.

Figure 181: Bounce Management -Purpose of Bounce

Bounce management enables you to recognize and process e-mail, fax, or SMS
that could not be delivered to its intended recipient and is returned to the sender as
an automatic reply. It is also possible to recognize and process inbound e-mails
that are not actually responses to personalized mail, but are automated response
e-mails, such as out-of-office notifications.
These automatic replies and automated response e-mails are known as “bounces”.
We can distinguish between hard bounces or soft bounces (also known as
“permanent bounces” and “temporary bounces” respectively).

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CR600 Lesson: Bounce Management

Technically, bounces are a type of delivery status notification (DSN). We can

distinguish between two types of DSN:
• Formal DSNs: Formal DSNs contain a standardized, machine-readable, error
code.You can identify formal DSNs for e-mail, SMS, and fax.
• Informal DSNs:Informal DSNs can be identified only by additional
automated checks (parsing mechanisms) or manual checks.You can identify
informal DSNs for e-mail only.
By identifying bounces you can do the following, for example:
• Determine how many people actually respond to a campaign, and use this to
measure the success of the campaign.
• Gain valuable data about the quality of external lists in external list
management (ELM).

Figure 182: Bounce Management - Bounce Categories

SAP delivers the rule policy DEFAULT and a default customizing. You have
defined services and service manager profiles for using the E-Mail Response
Management System (ERMS). You do this in Customizing for Customer

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Relationship Management (CRM), by choosing E-Mail Response Management

System → Service Manager. We deliver default Customizing entries for bounce
management.
• Bounce Categories
• You can sort bounces by category, such as hard bounces or soft bounces,
and subcategory, such as out-of-office notifications. This can help you to
evaluate why your personalized mail is not reaching its intended recipient.
• You define bounce categories in the category modeler of E-Mail Response
Management System (ERMS).
• If you want to use your own bounce categories, you have created the bounce
categories and subcategories in the category modeler.
• With informal delivery status notifications (DSNs), the content of the
inbound e-mail is checked. The subject field, the body text and the sender
address can all be part of the check. You can also define whether a fuzzy
search, an exact search, or a linguistic search is performed. You can combine
checks in a bounce category. If you create bounce categories, use the
application ID Rule Modeler and the value Bounce Management.
• SAP delivers the following bounce categories:
– Hard bounce: Incorrect address
– Soft bounce: Out-of-office notification / Server not available

Figure 183: Bounce Rules

Bounce rules can be structured to combine generic reads and campaign specific
reads from returned messages. Generic hard and soft bounce categories like out
of office, addressee unknown, mailbox full are considered along with campaign
specific reads for email subject, or content, such as Coupon Code to ensure the
message is managed according to business requirements.

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Rules are organized in a hierarchical tree structure in which every rule on a given
hierarchy level is only executed if the upper level rule has evaluated to true.
Rules are evaluated every time an incoming e-mail is received if the policy in
which they belong to is invoked during rule processing. Rules are based upon
facts associated with the e-mail, such as e-mail content and business partner
information. These facts are gathered and stored in the fact base.

Figure 184: Bounce Management - Defining Rules

You use bounce rules to define how bounces are handled.

The purpose of the bounce rules is to define what information you are listening out
for, and what to do with it once you hear it. Examples include

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Matches Category; Predefined Categories; Subject Line Contains; Out of Office;

Content Exact; Unknown Addressee; From Field Equals; System Administrator
• You can use bounce categories in your bounce rules.
• You can define how the system reacts when it receives a bounce. You can
select from the following actions:
– (Bounce: Address Data Update)
– Sets the Do Not Use indicator for the e-mail address in the master data
of the business partner. The business partner does not receive any more
personalized mail from you.
– (Bounce: Status (Default 2)/ELM Update)
– Reduces the contact counter for external addresses in external
list management. You use this action to respond to incorrect
communication data.
– (Bounce: Status (Default 5)/ELM Update)
– Reduces the contact counter for external addresses in external list
management. You use this action to respond to technical problems, for
example, a server being unavailable.
– (Bounce: Manual Verification (WebClient))
– Sends the bounce to the Interaction Center WebClient (IC WebClient),
where you can check it manually. By deleting the bounce on the
IC WebClient, you set the status (Bounce: Status (Default 2)/ELM
Update) or (Bounce: Status (Default 5)/ELM Update), depending on
the error type.

Figure 185: Bounce Modeler

Procedures
In the Bounce Rules search, select the context Bounce Management.
In bounce management, rules are used from the Bounce Management context only.
We deliver the rule policy DEFAULT.

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CR600 Lesson: Bounce Management

Define which conditions trigger actions. The Conditions keyblock contains

attributes that you link to values by using operators (for example, Equals) to create
bounce conditions. You can select from the following attributes:
• Bounce Communication Type You can select E-mail, Fax, or SMS.
• Bounce Error Status Hard and soft bounces can be categorized according to
the Business Communication Service error statuses. Statues 600-699 are soft
bounces, and statuses 800-899 are hard bounces.
• Bounce Error Type You can select from Permanent (hard) bounces,
Temporary (soft) bounces, and Undefined bounces. Informal DSNs are
defined as undefined bounces.Content Analysis: All Categories
• You can select the categories defined in the category modeler here Content
Analysis: Accuracy, Content Analysis: Language, Email Body, Email
Complete, Email From Field, and Email Subject. You can enter the text you
want to search for, and the type of search you want to use in the different
areas of the e-mail in informal DSNs.
• Select follow-up actions in the Actions keyblock.
In the Preview keyblock, you see a summary of the conditions and actions that
you are defining.
Check and release your rules.

Figure 186: Bounce Management - Define new Rule

You can define as many Rules as you want

Step 1: Start with MORE: Edit Rules as “Draft”
Step 2: Create a new folder or create a new subnode within an exiting folder

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Unit 10: Special Features and Functions CR600

Figure 187: Bounce Management - Define Conditions for Rules

Step 3: Create and Assign Actions

Conditions are one of the defining components of rules used in the Rule Modeler.
A rule can have any number of conditions. If a rule is evaluated and the conditions
are true, then the corresponding actions are triggered.
Conditions consist of:
Attributes:Attributes can be system variables or facts that are related to the
incoming e-mail, such as e-mail content, subject, or business partner attributes
such as language, country, and so on. You can also use categories for attributes.
Operators: Which operators are available depend upon the context you are
working in and which attribute you selected. Examples of operators include
Contains, Equals, Is Greater Than, and so on.
Values:The type of values you enter or choose depend upon the combination of the
attribute and operator you selected. In some cases, you can only choose entries
from a dropdown list box, use an advanced search, or enter values directly in
the field.
For more information, see Implementation Guide (IMG) activity documentation
in Customizing for Customer Relationship Management (CRM), by choosing →
E-Mail Response Management System → Define Repository → Input Support
for Conditions.
Step4: Release Draft Rules: In the end you have to release your new draft rule
and save your changes.

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CR600 Lesson: Bounce Management

Figure 188: Bounce Management - Actions

When a bounce occurs, campaign managers want to trigger follow-up steps:

Marking an invalid contact for the e-mail channel in the marketing outbound table
with a particular marketing status. (Bounce: Address Data Update)
• Sets the Do Not Use indicator for the e-mail address in the master data
of the business partner. The business partner does not receive any more
personalized mail from you.
When using external list management
• Resetting the counter (for the highest number of contacts allowed for rented
addresses) (Bounce: Status (Default 2)/ELM Update)
• Reduces the contact counter for external addresses in external list
management. You use this action to respond to technical problems, for
example, a server being unavailable. (Bounce: Status (Default 5)/ELM
Update
When using campaign automation: follow-up steps in a multiwave campaign
(delete the bounced business partner from target group). (Bounce: Manual
Verification (WebClient) Sends the bounce to the Interaction Center WebClient
(IC WebClient), where you can check it manually. By deleting the bounce on the
IC WebClient, you set the status (Bounce: Status (Default 2)/ELM Update) or
(Bounce: Status (Default 5)/ELM Update), depending on the error type.
For more information, see the Implementation Guide (IMG) activity documentation
in Customizing for CRM, by choosing E-Mail Response Management System →
Define Repository → Actions → Action Parameters → Display Mode.

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Unit 10: Special Features and Functions CR600

Figure 189: Customizing Steps: Bounce Management

The required services and service manager profiles for using the E-Mail Response
Management System (ERMS) are defined. All entries necessary for Bounce
Management are delivered in the default Customizing. For more information, see
Customizing under Customer Relationship Management → E-Mail Response
Management System → Service Manager
SAP delivers the rule policy DEFAULT and a default customizing. So you do not
have to make any customizing changes.
Optional you can defined services and service manager profiles for using the
E-Mail Response Management System (ERMS). You do this in Customizing
for Customer Relationship Management (CRM), by choosing E-Mail Response
Management System → Service Manager. We deliver default Customizing entries
for bounce management.

Figure 190: Bounce Mgt: Rules for Inbound Processing

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CR600 Lesson: Bounce Management

Prerequisites for using Bounce Management, Apart from Creating Categories

and Rules
Set up rules for inbound processing
Define Services
Assign Service to Email
Assign Actions to Context

Figure 191: Bounce Management - Mail Monitoring

You use mail monitoring to check the status of sent e-mail, as well as any inbound
e-mail. This can be particularly important when you are sending personalized mail
as part of a campaign.
Display bounce data
• The system writes information about each bounced e-mail in the application
log. You can select a given time period in the log, display the GUIDs of the
send requests, and display what actions were executed for each bounced
e-mail.
• On the SAP Easy Access screen, choose Architecture and Technology ABAP
Workbench Development SAP Business Workflow Utilities Application Log
Application Log: Display Logs. In the Object field, enter CRM_MKTB.

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CR600 Lesson: Bounce Management

Exercise 19: Bounce Management

Exercise Objectives
After completing this exercise, you will be able to:
• Create a campaign and execute it, and use bounce management to interpret
the answer from the sender, and create the appropriate follow up action.

Business Example
You decide to send out an email to a list of Business Partners that have been bought
into the organization. You are unsure of the quality of the data that you have
bought, so you decide to monitor this campaign by utilizing Bounce Management,
to see how many of these Business Partners have valid Email addresses.

Task 1:
Log on to the CRM Web client; choose Business Role Marketing Professional
The first thing that needs to be done is to create the initial contact Email that needs
to be sent out to all of the Account (Business Partners) involved in the above list.
1. Create a new Campaign with these entries:
Campaign Details

General Data
Identification C/90##-BOU-G##
Description Bounce Group-##
Planned Start today
Planned End in one week
Campaign Type Customer Retention
Objective Increase Revenue
Tactic Advertising
Priority high
Channel
Communication Medium E-Mail
Form for E-Mail ZCR600_BOUNCE
E-Mail Address BOUNCE

Assignment Block Segments

Continued on next page

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Unit 10: Special Features and Functions CR600

Add the Target Group CR600-TG-Bounce## to your campaign.

Save your entries.
2. Take a look a the mail form you are using. What will be the content in the
Subject Line of the Email? How can you find out?
_____________________________________________________________
Afterwards go back to the campaign details.
3. Have a look at your Target Group CR600-TG-Bounce##.
Within in the Target group member list have a look at the accounts. If
necessary make the E-Mail Address visible.
Within your target group CR600-TG-Bounce## there are five Accounts
(Business Partners) which will be used further on. Two account we are using
furhter, Kan Miller## with the email address train-##@educ.corp and Barby
Miller## with the email address [email protected].
4. The email address of Barby Miller## is not valid and will cause a hard
bounce. Before this is going to happen, have a look at the Account details
of Barby Miller##. Is the email address of Barby Miller## allowed to be
used in a campaign?
Take a closer look at the account details of Barby Miller##.
Navigation Bar: Accounts & Products
Search → Accounts
Search for: select Individual Accounts
Last Name: Miller##
First Name: Barby
Click on the Hyperlink of Barby Miller## to access the account details.
Is the email address of Barby Miller## allowed to be used in a campaign?
In order to answer this question you have to check the E-Mail settings.
Go to the Assignment Block Addresses.
In the account details on Assignment Block Addresses check if the Field
Do-not-Use E-Mail is set?

Hint: You may have make the field visible.

The field Do-not-Use E-Mail should not be flagged.

Continued on next page

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CR600 Lesson: Bounce Management

Task 2:
Now that the campaign is created, before it is executed you need to set up the
information for the Bounce Management, in order to “listen”, for the appropriate
reply email.
1. Search for the already setup Default Bounce Rules.
Under the Folder CR600 create a new bounce rule Group-##.
You can only create a new rule when you are in Draft Rules “Mode”.

Task 3:
Now create the two conditions that we are listening for,
1. Check in the Email Subject line for the word Group-##
2. Check in the Email body for the word unknown
3. Now assign the action Bounce: Status (Default 2)/ ELM Update
4. What does the preview of the rule show?
____________________________________________
Save your rule.

Task 4:

1. Your Rule is saved as Draft Rules you have to release it to get active.
Release the rule.
Save your active rule.

Task 5:
Test your bounce rule by executing your previous campaign and check the
response to it.
1. Release your campaign C/90##-BOU-G## .
2. Start the execution and choose start immediately. Afterwards Log Off
3. Check out the sent out mail at Windows Live Mail
You find it under Start → Programs → Windows Live Mail
Take a look at your Windows Live Mail Account train-## .
If your Inbox does not show your mail, check for new mails and click on
Send/Receive .

Continued on next page

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Unit 10: Special Features and Functions CR600

You can open the mail by double-clicking on it. (Please make sure that you
only work on your email).
4. Reply to your email, with the content of the email including the words
“unknown recipient” in the content of the email.
_____________________________________________________________
5. What will now happen with this email?
_____________________________________________________________
6. Have a look at the Business Partner Miller##, Barby. The email address
[email protected] does not exist so it causes a hard or formal bounce. For
a hard bounce the rule was set up so that the “Do not use email” flag is
set. Did the rule work?
7. As a campaign manager you want to have an overview of the outbound
contacts of your campaign C/90##-BOU-G##.
Take a look at the Contact Statics of your campaign. What information
do you receive?
Besides the information Contact Statics in your campaign, where else
can you find contact information of your campaign? Take a look at the
Marketing Contact List of your campaign.

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CR600 Lesson: Bounce Management

Solution 19: Bounce Management

Task 1:
Log on to the CRM Web client; choose Business Role Marketing Professional
The first thing that needs to be done is to create the initial contact Email that needs
to be sent out to all of the Account (Business Partners) involved in the above list.
1. Create a new Campaign with these entries:
Campaign Details

General Data
Identification C/90##-BOU-G##
Description Bounce Group-##
Planned Start today
Planned End in one week
Campaign Type Customer Retention
Objective Increase Revenue
Tactic Advertising
Priority high
Channel
Communication Medium E-Mail
Form for E-Mail ZCR600_BOUNCE
E-Mail Address BOUNCE

Assignment Block Segments

Add the Target Group CR600-TG-Bounce## to your campaign.

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Unit 10: Special Features and Functions CR600

Save your entries.

a) Create a new Campaign
SAP Navigation Bar: Marketing choose Create → Campaigns
Make the flowing e entries:
Campaign Details

General Data
ID C/90##-BOU-G##
Description Bounce Group-##
Planned Start today
Planned End in one week
Campaign Type Customer Retention
Objective Increase Revenue
Tactic Advertising
Priority high
Channel
Communication Medium E-Mail
Form of E-Mail ZCR600_BOUNCE
E-Mail Address BOUNCE

Use the Input Help to search for the Mail Form.

In Assignment Block Segments choose Edit List
Search for Target Group: CR600-TG-Bounce##, use Field:
Description is CR600*Bounce*##
In the result list choose the Target Group: CR600-TG-Bounce##.
In the end, choose Save
2. Take a look a the mail form you are using. What will be the content in the
Subject Line of the Email? How can you find out?
_____________________________________________________________

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CR600 Lesson: Bounce Management

Afterwards go back to the campaign details.

a) In order to answer the questions take a look at the Mail form
ZCR600_BOUNCE.
Within the campaign details chose the hyperlink of your Mail Form
ZCR600_BOUNCE
The mail form ZCR600_BOUNCE has no subject line defined the
field Subject is empty. This means that automatically the campaign
description Bounce Group-## will be used as subject line in the email
you are going to be send out.
This way every participant has their own Mail title, please do not
change the mail form Z_CR600_BOUNCE.
Please do not make any changes in the mail form ZCR600_BOUNCE
all participants are using the same mail form. Afterwards choose Back
to go back to the campaign details.
3. Have a look at your Target Group CR600-TG-Bounce##.
Within in the Target group member list have a look at the accounts. If
necessary make the E-Mail Address visible.

Continued on next page

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Unit 10: Special Features and Functions CR600

Within your target group CR600-TG-Bounce## there are five Accounts

(Business Partners) which will be used further on. Two account we are using
furhter, Kan Miller## with the email address train-##@educ.corp and Barby
Miller## with the email address [email protected].
a) Have a look at your Target Group CR600-TG-Bounce##.
Click on the Hyperlink of your Target Group CR600-TG-Bounce##
b) Within in the Target group member list have a look at the accounts
E-Mail Address.

Hint: If necessary make the E-Mail Address visible. Within

in the Target group member list choose Personalize and
add the E-Mail
Address to the displayed columns, choose Move it to the
right from the available columns to the Displayed Columns.
Choose Save.

c) Within your target group CR600-TG-Bounce## there are five accounts

(Business Partners). Two accounts will be used further on, Kan
Miller## with the email address train-##@educ.corp and Barby
Miller## with the email address [email protected].
The email address of Barby Miller## is not valid and will cause a
hard bounce.
4. The email address of Barby Miller## is not valid and will cause a hard
bounce. Before this is going to happen, have a look at the Account details
of Barby Miller##. Is the email address of Barby Miller## allowed to be
used in a campaign?
Take a closer look at the account details of Barby Miller##.
Navigation Bar: Accounts & Products
Search → Accounts
Search for: select Individual Accounts
Last Name: Miller##
First Name: Barby
Click on the Hyperlink of Barby Miller## to access the account details.
Is the email address of Barby Miller## allowed to be used in a campaign?
In order to answer this question you have to check the E-Mail settings.
Go to the Assignment Block Addresses.

Continued on next page

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CR600 Lesson: Bounce Management

In the account details on Assignment Block Addresses check if the Field

Do-not-Use E-Mail is set?

Hint: You may have make the field visible.

The field Do-not-Use E-Mail should not be flagged.

a) The email address of Barby Miller## is not valid and will cause a hard
bounce. Before this is going to happen, have a look at the Account
details of Barby Miller##. Is the email address of Barby Miller##
allowed to be used in a campaign?
Take a closer look at the account details of Barby Miller##.
Navigation Bar: Accounts & Products
Search → Accounts
Search for: select Individual Accounts
Last Name: Miller##
First Name: Barby
Click on the Hyperlink of Barby Miller## to access the account details.
The email address of Barby Miller## is not valid and is going to cause
a hard bounce.
Is the email address of Barby Miller## allowed to be used in a
campaign? In order to answer this question you have to check the
E-Mail settings
Assignment Block Addresses.
Make the Field “Do-not-Use E-Mail” visible.
Choose Personalize, in the Available Columns select the field
Do-not-Use E-Mail and choose move it to the right to bring it to the
Displayed Columns, afterwards choose Save.
In the account details on Assignment Block Addresses have a look at
the Field Do-not-Use E-Mail, it is not marked so you can use the
E-mail address for campaigns.

Task 2:
Now that the campaign is created, before it is executed you need to set up the
information for the Bounce Management, in order to “listen”, for the appropriate
reply email.
1. Search for the already setup Default Bounce Rules.

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Unit 10: Special Features and Functions CR600

Under the Folder CR600 create a new bounce rule Group-##.

You can only create a new rule when you are in Draft Rules “Mode”.
a) SAP Navigation Bar: Marketing choose Search → Bounce Rules
Search Criteria:
Context is Bounce Management
Choose Search
In the Result List choose the Hyperlink of DEFAULT to access the
rules, which apply for the Default Policy
Select the Folder CR600 and choose Edit, now choose MORE →
Edit Released Rules as Draft
Afterwards you find two titles Draft Rules and Released Rules; you
always work on Draft Rules.
Within the Draft Rules select the folder CR600 and choose New
(Create Subnote)
In Rule Details enter the Name: Group-## and Description
Group-##.

Task 3:
Now create the two conditions that we are listening for,
1. Check in the Email Subject line for the word Group-##
a) Conditions
Choose Add Entry

Match Attribute Operator Value

If Email Subject Contains Group-##

Select the Attribute Email Subject from the drop-down list box and
enter the words Group-## in the field Value

Continued on next page

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CR600 Lesson: Bounce Management

2. Check in the Email body for the word unknown

a) Conditions
Choose Add Entry

Match Attribute Operator Value

or Email Body Contains unknown

Select the Attribute Email Body from the drop-down list box and enter
the words unknown in the field Value.
3. Now assign the action Bounce: Status (Default 2)/ ELM Update
a) Actions:
Choose Add Entry
Choose in the drop-down list box Bounce: Status (Default 2)/ ELM
Update
4. What does the preview of the rule show?
____________________________________________
Save your rule.
a) If Email Subject Contains “Group-##” or Email Body Contains
“unknown” Then Bounce: Status (Default 2)/ ELM Update
Save your rule choose Save.

Task 4:

1. Your Rule is saved as Draft Rules you have to release it to get active.
Release the rule.
Save your active rule.
a) Got into the editing mode again, choose Edit and afterwards choose
MORE → Release Draft Rules and Save
your rule is now active choose Save.

Continued on next page

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Unit 10: Special Features and Functions CR600

Task 5:
Test your bounce rule by executing your previous campaign and check the
response to it.
1. Release your campaign C/90##-BOU-G## .
a) Call up your campaign again.
SAP Navigation Bar: Marketing choose Search → Campaigns
Search Criteria
Campaign ID is C/90##-BOU-G##.
In the Result list click on the Hyperlink C/90##-BOU-G##.
Choose Edit
Choose New Status: Released
Choose Save.
2. Start the execution and choose start immediately. Afterwards Log Off
a) Start execution choose start immediately.
In the work area tool bar choose More → Start
In the Job Wizard change the Start date to immediately, afterwards
choose Start.
Log Off.
3. Check out the sent out mail at Windows Live Mail
You find it under Start → Programs → Windows Live Mail
Take a look at your Windows Live Mail Account train-## .
If your Inbox does not show your mail, check for new mails and click on
Send/Receive .
You can open the mail by double-clicking on it. (Please make sure that you
only work on your email).
a) Open in the Windows Live Mail as described.
4. Reply to your email, with the content of the email including the words
“unknown recipient” in the content of the email.
_____________________________________________________________
a) Choose Reply and include the word unknown recipient in the mail
content. Afterwards close Windows Live Mail.
5. What will now happen with this email?

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CR600 Lesson: Bounce Management

_____________________________________________________________
a) The email will come back into the SAP System, and will be “read” by
the Bounce Management, and the system will now activate the action
and will update the ELM Status of the Account.
6. Have a look at the Business Partner Miller##, Barby. The email address
[email protected] does not exist so it causes a hard or formal bounce. For
a hard bounce the rule was set up so that the “Do not use email” flag is
set. Did the rule work?
a) Log on to the CRM Web client; choose Business Role: Marketing
Professional
Bounce Rule applies for Undeliverable Mail
The Bounce Rule for Hard_Bounces was set up the following:
If Bounce Error Status Equals “802” (Status 802= undeliverable)
Then Bounce: Address Data Update
Navigation Bar: Accounts& Products
Search → Accounts
Search for: select Individual Accounts
Last Name: Miller##
First Name: Barby
Click on the Hyperlink of Barby Miller## to access the account details.
Assignment Block Addresses.
In the account details on Assignment Block Addresses have a look
at the Field Do-no-Use E-Mail. The account of Barby Miller## was
updated and now the field Do Not Use E-Mail has been marked.
7. As a campaign manager you want to have an overview of the outbound
contacts of your campaign C/90##-BOU-G##.
Take a look at the Contact Statics of your campaign. What information
do you receive?
Besides the information Contact Statics in your campaign, where else
can you find contact information of your campaign? Take a look at the
Marketing Contact List of your campaign.
a) Navigation Bar: Marketing
Search → Campaigns use as search criteria Campaign ID is
C/90##-BOU-G##

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Unit 10: Special Features and Functions CR600

In the Result list click on the Hyperlink of your campaign

C/90##-BOU-G## and call up the campaign details.
Go to the Assignment Block Contact Statistics and display the details.
All together there your target group was of size 5.
For the five Business partner of the target group, the Contact
Statistics shows: Outbound Contacts 2, Inbound Contacts 0, Incorrect
Communication Data 2 and Other Errors 1. Actually these represent
3 Bounces. As before two hard bounces (with wrong email addresses
Barby Miller## and Carl Fisher) and one soft bounce as Other Errors 1.
This your E-mail reply which met the criteria of your bounce rules. It is
regarded as soft bounce.
There is no Inbound Contact shown for it because for the reply mail no
inbound activity was created via ERMS or an agent.
b) Take a look at the report Marketing Contact Summary or optional
check Marketing Contact List.
Navigation Bar: Home
in Favorite Reports choose the report Marketing Contact Summary
Search Criteria
Campaign ID is C/90##-BOU-G##
How many bounces do you have?
Planned Outbounds: 5, Actual Outbounds: 2; Failed Outbounds: 3
(= all the bounces)
c) Optional exercise to view the contact list in detail.
in Favorite Reports choose the report Marketing Contact List
Search Criteria
Campaign ID is C/90##-BOU-G##
How many bounces do you have?
You find two Business Partner with contact achieved
You find three other Business Partner with Contact Not Possible.
These are caused by the hard bounces and the mails, which could not
be sent out to Barby Miller## and Carl Fisher.
Carl Fisher was marked as: Do Not Use Email when your instructor
carried out the demo, therefore you could not send a mail to Carl Fisher.
And on for the soft bounce caused by your reply to the email, which
met the criteria of your bounce rules.

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CR600 Lesson: Bounce Management

Lesson Summary
You should now be able to:
• describe the bounce management process
• set up of a bounce rule

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Unit Summary CR600

Unit Summary
You should now be able to:
• Describe the process of Newsletter Management
• Describe the use of the Personal Respond Code (PRC)
• Use File Export for a campaign
• describe the bounce management process
• set up of a bounce rule

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 Unit 11
Couponing

Unit Overview
A coupon campaign is a special type of campaign where customers can redeem
coupons to receive a discount when purchasing the products advertised on the
coupon. There is a distinction between coupons with internal clearing and coupons
with external clearing via a clearing house.

Unit Objectives
After completing this unit, you will be able to:
• Describe the Couponing Process of a Company
• Create and Execute Coupon Campaigns with Internal Clearing.

Unit Contents
Lesson: Couponing .............................................................480
Exercise 20: Campaign with Coupons...................................491

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Unit 11: Couponing CR600

Lesson: Couponing

Lesson Overview
You want to set up a coupon campaign and set up a coupon code. Coupon codes
are used with coupon campaigns. The coupon code uniquely identifies the coupon
so that manufacturers, clearing houses, and retailers can validate the coupon.

Lesson Objectives
After completing this lesson, you will be able to:
• Describe the Couponing Process of a Company
• Create and Execute Coupon Campaigns with Internal Clearing.

Business Example
Your company want to run a coupon campaign.

Figure 192: What Is a Coupon?

Successful Coupon Campaigns

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CR600 Lesson: Couponing

The development of a successful couponing program depends on:

• Clear goals and objectives
• Evaluation and careful selection of the promotion vehicle
• Size of the customer base
• Brand loyalty
• Brand's market share
• Product purchase behaviors.
A well-designed coupon is a valuable and effective marketing tool. Development
of a compelling offer to the consumer, the proper technical specifics, and a good
design move product out of stock and deliver extra advertising value at minimal
cost.

Figure 193: Coupon Codes

The Universal Product Code (UPC) has been successfully employed in the
retail industry in the United States and Canada since 1973. UPC is a coding
system as well as a symbology; it is designed to uniquely identify a product and
its manufacturer.
The European Article Numbering system (EAN) is a superset of UPC and was
initially introduced in 1977 by an EAN association of EEC countries that included
France, Germany, England, Belgium, Luxembourg, Denmark, Finland, Norway,

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Unit 11: Couponing CR600

Sweden, Switzerland, Italy, Holland and Austria. In 1978, Japan and Spain joined.
In 1989 Australia joined also. Today many other countries joined, and EAN-13 is
used worldwide for marking retail goods.

Note: Since EAN-13 is a superset of UPC-A and requires very little

additional effort to handle than an UPC-A code, it is recommended that all
new designs implement EAN-13 rather than UPC-A. The only difference
between EAN-13 and UPC-A is that the number system code in UPC-A is
a single digit from 0 through 9 whereas an EAN-13 number system code
consists of two digits ranging from 00 through 99, which is essentially a
country code. EAN-13 981 & 982 Common Currency Coupons. 981 and
982 are part of the number system.
JAN Codes: Same as EAN-13, used in Japan. JAN (Japanese Numbering
Authority) are EAN codes that use the number system “49”.

UCC/EAN-128: Used to encode shipping/product information. UCC/EAN-128

was developed to provide a worldwide format and standard for exchanging
common data between companies. While other barcodes simply encode data with
no respect for what the data represents, UCC/EAN-128 encodes data and encodes
what that data represents.
Bypass family code 992: The purpose of the code is to allow scannable coupons
to be issued for a number of products, which have traditionally required the
manual input of a cashier. It removes the necessity for checker intervention and
allows scanning for value only.

Figure 194: Coupon Process Flow: External Clearing

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CR600 Lesson: Couponing

Coupon Process Flow: External Clearing

• External clearing means that the coupon will be redeemed at the retailer
(through the purchase of the consumer), and not via sales order in CRM to
the manufacturer). The retailer cooperates with the national clearing house
(NCH) on the collection and the verification of the collected coupons over
a period of time.
• The NCH will bill the manufacturer with invoices and submit statistical
coupon information to the manufacturer. The manufacturer will pay
the invoice to the clearing house and track the cost through its account
assignment to the campaign.
• The following are the steps of a couponing process with external clearing
1. The manufacturer defines and publishes a new coupon campaign.
2. An external provider (Internet provider, retailer, etc.) or the
manufacturer itself distributes the coupons through the specified
channels: e-mail, direct mail, flyer or FSI (Free Standing Insert), for
example.
3. The consumer redeems the coupon.
4. The retailer accepts the coupon.
5. The clearing house collects the coupon redemption information from
the retailer and sends it back to the manufacturer.

Figure 195: UPC-A Coupon Code

UPC: Universal Product Code

UCC: Uniform Code Council
Check Digit Calculation:

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Unit 11: Couponing CR600

UPC-A check digit is calculated using standard Mod10 method. Here outlines the
steps to calculate UPC-A check digit:
• From the right to left, start with odd position, assign the odd/even position
to each digit.
• Sum all digits in odd position and multiply the result by 3.
• Sum all digits in even position.
• Sum the results of step 3 and step 4.
• Divide the result of step 4 by 10. The check digit is the number which adds
the remainder to 10.

Figure 196: Coupon Details - External Clearing

Coupon Details – External Clearing

The following special information is available for Coupons:
• Family Codes: can be defined by country and are needed to indicate the
group of products of a certain manufacturer for which the coupon is valid.
• Clearing House and Coupon Product Category: will be used for the coupon
code assignment.
• Individual coupon information: indicates that the manufacturer requires
additional data (e.g. address or marketing data) from coupons which have
been redeemed or sent back.
• Coupons sorted by retailer: Manufacturer requires additional information
about the number of coupons by all redeeming retailers.

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Figure 197: Coupon Code Maintenance for External Clearing

Coupon Code Maintenance for External Clearing

• In the external clearing process, coupon codes are automatically assigned
when a campaign will be released. This means that coupon offer codes must
first be maintained in transaction CRMD_MKTPL_OFRCODE (SAPGUI):
• Coupon codes are communicated to the coupon publisher for each product
category by the clearing house.
• Coupon code publisher enters these number ranges into the system.
• As soon as a coupon campaign is released, the next free coupon code for the
selected clearing house (and product category) is automatically assigned
to the campaign.

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Unit 11: Couponing CR600

Figure 198: Coupon Process Flow: Internal Clearing

Coupon Process Flow: Internal Clearing

The following are the steps of a couponing process with internal clearing
1. The publisher (e.g. Internet Seller) defines a new coupon campaign and
publishes the coupons.
2. An external provider (Internet provider, retailer, etc.) or the publisher
distributes the coupons through the specified channels: e-mail, direct mail,
flyer or FSI (Free Standing Insert), for example.
3. The consumer redeems the coupon directly with the publisher.

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CR600 Lesson: Couponing

Figure 199: Coupon Execution via Mail (With Internal Clearing)

How to Create a Coupon Campaign?

The following are the steps you can execute when creating a coupon campaign:
• Select a coupon campaign type and a coupon-specific planning profile group
• Maintain data on the new Coupon tab
• Maintain marketing spends on the Cost tab
• Use the coupon redemption prediction on the Cost tab
• Depending on the distribution method, maintain the communication medium
on the Channel tab, e.g. e-mail, external execution
• For internal clearing processes, maintain conditions for promoted products
Coupon Execution via Mail (With Internal Clearing)
• When executing a coupon campaign via mail with internal clearing, a coupon
code is used and sent to the customer. This coupon code can be used, for
example, during order entry in the Webshop.

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Unit 11: Couponing CR600

Figure 200: Coupon Details - Internal Clearing

How to Create a Coupon Campaign?

• The following are the steps you can execute when creating a coupon
campaign:
• Select a coupon campaign type and a coupon-specific planning profile group
• Maintain data on the new Coupon
• Depending on the distribution method, maintain the communication medium
on the Channel, e.g. e-mail, external execution
• For internal clearing processes, maintain conditions for promoted products.

Figure 201: Configuration Overview

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CR600 Lesson: Couponing

Campaign Type for Coupon

• For coupon campaigns you can specify whether you want to use external or
internal clearing for your coupons. Depending on what you select Coupons
is displayed in the campaign details. Here you can maintain different
coupon-specific fields.
• Maintain Coupon-Specific Attributes
In this activity you maintain the settings for coupon-specific fields. The
settings you make here are mainly used for the external clearing scenario and
contain the required information such as manufacturer code, barcode type,
distribution methods etc.

Figure 202: Define Campaign Type for Coupon

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Unit 11: Couponing CR600

Define campaign type for coupon

• IMG → Marketing Planning and Campaign Management → Basic Data →
Define Campaign Types/Objectives/Tactics.
• Campaign types are an optional attribute in the Marketing Planner and
are used to help categorize individual campaigns or trade promotions (for
example, telephone or e-mail campaigns). The campaign type is one of the
attributes of a campaign which can be used to compare the success rate of
different campaigns. They can be selected in the field Campaign Type. You
can also create and assign objectives specifically for this campaign type
and/or create pairs of objectives and tactics for this campaign type. These
must first be defined under Define Objectives and Define Tactics respectively.
• For coupon campaigns you can specify whether you want to use external or
internal clearing for your coupons. Depending on this selection different
fields will be displayed on the Coupons.

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CR600 Lesson: Couponing

Exercise 20: Campaign with Coupons

Exercise Objectives
After completing this exercise, you will be able to:
• Create and use a coupon code for a campaign in a mail form
• Run a marketing campaign with coupon for internal clearing

Business Example
With the help of a coupon campaign you can run campaigns with special discounts.
The coupon can be used for example in the Web Shop or in the Interaction Center.
The campaign is tracked only by the code and does not need a tracking link.

Task 1:
Log on to the CRM Web client; choose Business Role Marketing Professional.
You want to set up a mail form for a coupon campaign with internal clearing
1. First, you need to set up the mail form for couponing. You want to give a
coupon 30 percent discount on every purchase of the notebook HT-1000
Notebook Basic 15.
Create a new mail form ZCR600_COUPON_## with the above mentioned
details or make a copy of the mail form ZCR600_COUPON.
2. Make sure Campaign Attribute Coupon Code will be generated
automatically as well and include the appropriate field in your mail form.

Task 2:
You want to run a coupon campaign for internal clearing for all your customers
##Turner of Target Group CR600_TG_Turner.
1. Create a new campaign C/90##-cou-pon with Description G## Coupon. It
should run for a few weeks, (planned start date: from today’s date up to the
end of next month).
Assign the Campaign Type Coupon (Internal Clearing), select as
Objective Customer loyalty and as Tactic Promotion for your campaign
C/90##-cou-pon.
2. Set up your campaign so it can be executed by e-mail from the marketing
department and assign your mail form ZCR600_COUPON_## to the
campaign.
3. Assign the Target Group CR600_TG_Turner to your campaign.

Continued on next page

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Unit 11: Couponing CR600

4. Assign the product HT-1000 and a 30% discount. For the discount
usecondition type Z201 Campaign Discount and the Sales Organization
Sales US US Sales & Service, Distribution Channel 30 and Division 00.

5. What else do you need to assign in order to run a coupon campaign?

6. Assign the coupon code CR600-## to your campaign C/90##-cou-pon, the

coupon will be distributed by E-Mail and should be valid until end of next
month.
7. Release and execute your campaign C/90##-COU-PON.

Task 3:
Test your campaign and turn in the coupon.
The customer wants to redeem the coupon and place an order.
To test the coupon redemption, you have to log on to the CRM Web client UI;
choose Business Role Sales Professional.
1. Create an order of Transaction Type Telesales for your customer (sold-to
party) ##Turner.
Navigation Bar: Sales Cycle: Create → Sales Order.
2. Redemption of the coupon within a Telesales order for ##Turner.
In the Telesales order assign the coupon code CR600-## and afterwards add
the Product HT-1000 with Quantity 1.
Is the 30% discount for the product HT-1000 granted? Take a look at the
Assignment Block Price Totals.
In the end please log off from the CRM Web client.

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CR600 Lesson: Couponing

Solution 20: Campaign with Coupons

Task 1:
Log on to the CRM Web client; choose Business Role Marketing Professional.
You want to set up a mail form for a coupon campaign with internal clearing
1. First, you need to set up the mail form for couponing. You want to give a
coupon 30 percent discount on every purchase of the notebook HT-1000
Notebook Basic 15.
Create a new mail form ZCR600_COUPON_## with the above mentioned
details or make a copy of the mail form ZCR600_COUPON.
a) Navigation Bar: Marketing: Search → Mail Form.
Search Criteria:
Mail Form ID is *CR600*COUP*
In the Result List select the mail form ZCR600_COUPON and choose
Copy
New ID*: ZCR600_COUPON_##
New Description: ZCR600_COUPON_##
Choose copy
Choose Save
2. Make sure Campaign Attribute Coupon Code will be generated
automatically as well and include the appropriate field in your mail form.
a) At a suitable place in your mail body choose Attribute, select Attribute
Category Campaigns afterwards select the attribute Coupon Code and
in the end choose Insert.
Afterwards the field “Coupon Code” is displayed in your mail text.
Choose Save

Task 2:
You want to run a coupon campaign for internal clearing for all your customers
##Turner of Target Group CR600_TG_Turner.
1. Create a new campaign C/90##-cou-pon with Description G## Coupon. It
should run for a few weeks, (planned start date: from today’s date up to the
end of next month).

Continued on next page

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Unit 11: Couponing CR600

Assign the Campaign Type Coupon (Internal Clearing), select as

Objective Customer loyalty and as Tactic Promotion for your campaign
C/90##-cou-pon.
a) Go to the SAP Navigation Bar: Marketing choose Create → Campaign
ID: C/90##-cou-pon
Description: G## Coupon
Start: <today’s date>
End: <end of next month>
In Campaign Details choose Edit and make the following entries:

Type: Coupon (Internal

Clearing)
Objective: Customer loyalty

Tactic: Promotion

Choose Save.
2. Set up your campaign so it can be executed by e-mail from the marketing
department and assign your mail form ZCR600_COUPON_## to the
campaign.
a) In Assignment Block Campaign Details choose Edit and enter the
following data:
Area: Channel:
Communication Medium: E-Mail
Form for E-Mail: ZCR600_COUPON_##
E-Mail Address: Marketing
In the end choose Save

Continued on next page

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CR600 Lesson: Couponing

3. Assign the Target Group CR600_TG_Turner to your campaign.

a) In Assignment Block Segments choose Edit List
Search for Target Group: CR600_ TG_Turner, use Field: Description
is CR600* Turner*
In the result list choose the Target Group: CR600_TG_Turner
Your Target Group: CR600_TG_Turner should now be visible on
the Assignment Block Segments.
Choose Save

Continued on next page

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Unit 11: Couponing CR600

4. Assign the product HT-1000 and a 30% discount. For the discount
usecondition type Z201 Campaign Discount and the Sales Organization
Sales US US Sales & Service, Distribution Channel 30 and Division 00.
a) In Assignment Block Products choose Edit List
Now you can enter the Product ID HT-1000
Maintain the discount for your campaign and go to
Assignment Block Discounts click to open the details
Choose New
Select Condition type: Z201 Campaign Discount
Choose OK
In the Campaign Details View of Campaign C/90##-cou-pon)
Assignment Block Discount make the following entries:
General Data:

Price Type* Z201 Campaign

Discount
Sales Organization Sales US US Sales & Service
Distribution Channel 30 Internet Sales
Product ID* HT-1000 Notebook Basic 15
Division* 00 Cross-division

Rate:

Amount* 30,000
Crcy* %

Validity:

Valid From* <Today’s Date>

Valid To* <End of next month>

Choose Back
In the end choose Save
5. What else do you need to assign in order to run a coupon campaign?
Answer: You need to assign the coupon details and the coupon code.

Continued on next page

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CR600 Lesson: Couponing

6. Assign the coupon code CR600-## to your campaign C/90##-cou-pon, the

coupon will be distributed by E-Mail and should be valid until end of next
month.
a) Because you have assigned the campaign type Coupon (Internal
Clearing) in the campaign detail coupon information is showing.
In Assignment Block Campaign Details choose Edit and enter the
following data:
Coupon

Distribution Method: E-Mail

Expiration Date: <End of next month>
Coupon Code: CR600-##

Choose Save.
7. Release and execute your campaign C/90##-COU-PON.
a) In Assignment Block Campaign Details choose Edit and enter the
following data: Change the status to Release and choose Save.
In the work area tool bar choose More → Start
In the Job Wizard change the Start date to immediately, choose Start:
immediately.
Choose Start to actually execute the Job.
Please log off from the CRM Web client.
Choose Log Off

Task 3:
Test your campaign and turn in the coupon.
The customer wants to redeem the coupon and place an order.
To test the coupon redemption, you have to log on to the CRM Web client UI;
choose Business Role Sales Professional.
1. Create an order of Transaction Type Telesales for your customer (sold-to
party) ##Turner.

Continued on next page

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Unit 11: Couponing CR600

Navigation Bar: Sales Cycle: Create → Sales Order.

a) Log on to the CRM Web client UI; choose Business Role: Sales
Professional.
Navigation Bar: Sales Cycle: Create → Sales Order.
Select Transaction Type Telesales (you might have to go to page 3 to
find it)
On Assignment Block Sales Order Details enter the following data:
General Data
Sold-to Party: ##Turner (##being your group number) press Enter
2. Redemption of the coupon within a Telesales order for ##Turner.
In the Telesales order assign the coupon code CR600-## and afterwards add
the Product HT-1000 with Quantity 1.
Is the 30% discount for the product HT-1000 granted? Take a look at the
Assignment Block Price Totals.
In the end please log off from the CRM Web client.
a) Assignment Block Marketing
In field Campaign/ TP enter the coupon code CR600-##
press Enter
Automatically the system converts the coupon code into the Campaign
ID C/90##-COU-PON.
Assignment Block Items
Enter the product in field Product ID HT-1000 and in field Qty 1.
press Enter
Is the 30% discount for the product HT-1000 granted? Take a look at
the Assignment Block Price Details
Go to Assignment Block Price Details
To view of the details click
You should see a line with “Campaign Discount CRM” with 30,000%;
this indicates that the discount is granted.
Please log off from the CRM Web client UI.
Choose Log Off

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CR600 Lesson: Couponing

Lesson Summary
You should now be able to:
• Describe the Couponing Process of a Company
• Create and Execute Coupon Campaigns with Internal Clearing.

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Unit Summary CR600

Unit Summary
You should now be able to:
• Describe the Couponing Process of a Company
• Create and Execute Coupon Campaigns with Internal Clearing.

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CR600 Course Summary

Course Summary
You should now be able to:

• Describe the marketing management functionality within SAP CRM

• Use marketing functionality to run common marketing processes
• Use Customizing options of the marketing management functionality in
SAP CRM.

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Course Summary CR600

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 Appendix 1
Analytics – Additional Information and not
Part of the Course

Marketing Analytics Overview

Figure 203: Analytical Scenarios

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Figure 204: Marketing Analytics

Purpose
• This business scenario assists you in comprehending the reasons for
marketing successes and failures and thereby in making your marketing
processes more efficient and successful. By analyzing information
concerning markets, competitors, and past marketing initiatives, you can
then assess and influence the success of future marketing initiatives and
campaigns right from the planning phase. Marketing Analytics allows you to
gain detailed insights and arrive at detailed analysis results that you can then
deploy in the operational processes in marketing.

Figure 205: Initial BI-Connection

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Connection of Systems
• Maintain the RFC users and system connections in SM59
Define Target Systems
• Customizing
IMG: CRM → Marketing → Marketing Planning → System Landscape →
Define Target Systems.
Activate BW Update
• Customizing:
IMG: CRM → Marketing → Marketing Planning → System Landscape
→ Activate BW.

Figure 206: Marketing Analytics

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Figure 207: Scenario: Marketing Analytics in SAP CRM

1. Marketing Budget Planning

• Here you plan how you wish to distribute the budget for your marketing
plan.
2. Campaign Planning
• You can use this business process to plan your key figures for a
campaign. When you are planning a campaign, you need to be able
to analyze your data and predict what the outcome would be under
certain circumstances. Key figures allow you to do this. The Marketing
Planner is directly connected to SAP BW to allow in-place analysis of
your campaign data.
3. Target Group Optimization
• You can use RFM analysis to optimize a target group defined in the
SAP CRM Segment Builder so that the target group contains only
business partners with a relatively high probability of responding to
the campaign.
4. Campaign Monitoring and Success Analysis
• It is very important that you have a method of analyzing how successful
your campaign was, so that you can build on past experience.
• You can use SAP ERP (or R/3) CO-PA, for example, to carry out a
detailed profitability analysis.
• Data from SAP ERP (or R/3) CO-PA is extracted to SAP BW. You can
carry out a campaign-related plan/actual analysis in SAP BW. This is
where you use the planned data from key figure planning.
5. Marketing Plan Analysis
6. Lead Analysis
7. External List Analysis.

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In this process, you analyze the success, efficiency, and processing over time of
your lead management.

Figure 208: Key Figure Planning Architecture

Figure 209: Marketing and Campaign Planning: Features

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There are a variety of ways in which you can use SAP SEM planning and SAP
BW reporting to optimize your campaign.
• You can plan the distribution of products available to the customers or
business partners available.
• You can analyze the success of your campaign and use this for future
campaign planning.
• You can plan the costs and how you wish to distribute your budget among
your customers. You can then check your budget to simulate whether this
will work and, if necessary, adjust your figures to get the best possible value
from your marketing activities.
• You can carry out a what-if analysis and determine what the return on
investment would be from your campaign.

Figure 210: What is Scenario Planning?

In Scenario Planner you can model a number of different marketing scenarios by

varying the marketing spending, segment, response rate, and so on to test the
expected results for different types of campaigns. By changing marketing spending
or any of the parameters, you can determine what the high-end (optimistic) and
low-end (pessimistic) forecasted results are for each scenario. The scenarios can
be used in what-if analyses to compare alternatives. You can run reports on the
different scenarios and evaluate and analyze the related key figures such as budget,
cost, resources, expected ROI, and so on. The scenario that will most likely
achieve the set goals becomes the operative scenario. All other scenarios are
alternative scenarios. Alternative scenarios or parts thereof can be set to inactive
and are thus ignored in reporting and in operative processes.

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Figure 211: Scenarios

Scenarios are combinations of active and inactive marketing projects. Inactive

marketing projects are used for simulation in the scenario comparison analysis
only, compared to active marketing projects, which are also used in standard
planning. If you change a scenario from operative to alternative, the system sets
all the marketing projects in this scenario to Inactive. This is because alternative
scenarios are for the purpose of simulation only.
To enable you to simulate different scenarios in Scenario Planning, you can create
copies of the marketing projects you choose for the scenarios.
Marketing projects that are created in Marketing Planner are by default active.
You can search for inactive marketing projects in Marketing Planner.
Application rules: The system ensures that all the marketing projects in a hierarchy
are consistently active or inactive:
• If you set a marketing project to inactive, the system sets all lower-level
projects to inactive. If the system cannot set any of them to inactive, then
you cannot set the higher-level marketing project to inactive.
• If you set a marketing project to active, a higher-level marketing project
cannot be inactive. If it is, either the higher-level marketing project must be
set to active or you cannot continue with the planning. The reason behind
this rule is in operative analysis; reporting usually aggregates the data of the
active marketing projects up through the marketing hierarchy. If an active
node has an inactive higher-level marketing project, the aggregated values
will not be correct.

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Figure 212: Scenario Comparison

After you have defined your scenarios, you can do analysis on them to decide
which scenario is the most likely to achieve your set goals. You can analyze an
individual scenario, or you can compare two scenarios from a scenario set to
decide which one provides the best results. Based on the results of these analyses,
you can then decide which scenario you want as the operative scenario.
If you want to compare key figures, you have to assign a planning profile group to
the marketing projects and plan your key figures before you can do the comparison.
Scenario Planner can provide integrated access to business intelligence systems, to
enable you to analyze the suitability of scenarios, based on planning figures. In
SAP BI, you can set up your own scenario analyses.

Figure 213: Optimize Your Marketing Campaigns

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Recency, Frequency, and Monetary value (RFM) analysis is an empirical method

that uses customer behavior to predict response rates and the overall success of
a campaign.
Analytical methods are used to reliably indicate a customer's receptiveness to a
marketing campaign in order to optimize a campaign.
An RFM analysis uses the following parameters to predict the probability with
which a selected group will respond to a campaign:
• How long ago a customer made his or her most recent purchase
• How often a customer makes a purchase
• How much a customer spends on his or her purchases.

Figure 214: Marketing Optimisation and Refinement

Here is an example of the MORE, this is doing the calculation of the expected
results from the execution of the initial Target Group.
This has then worked out the expected costs and returns and calculated the splits
of the groups.
This has been then reexecuted, to simulate a true marketing campaign, to
incorporate the constraints that have to be applied, such as a limitation on the
number of contacts that can be made via a channel, ie we can only call 100 people.
• Or maybe a financial limitation, we can only spend 2000 on the execution
of this campaign.

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 Appendix 2
CRM Marketing – Additional Information and
not Part of the Course

Appendix for Marketing Plan & Campaigns and

Working with Campaigns

Figure 215: Archiving

There is a need to archive finished marketing plans and campaigns.

In order to archive marketing projects, you may define a residence time (in days)
for each object type in Customizing.

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Archiving is permitted if the following become true:

• The residence time is exceeded.
• The status is set to finished.
• No unsettled rebate agreements exist (only for trade promotions).
• Further checks can be implemented using a BAdI.
Archiving is done in three steps:
• Preprocessing: Checks for archival marketing projects and sets the status
Can be Archived.
• Writing: Writes all marketing projects with status Can be Archived to an
external archive file.
• Deleting: Deletes all marketing projects that are successfully stored in the
archive from the database.
• Schedule these steps as background processes in transaction SARA.

Figure 216: Setting up Authorizations for Marketing Planning

Transaction SU01: System User Maintenance: Here you can assign predefined
roles to users. Roles are bundles of transactions and related authorizations.
Transaction SPRO: CRM → Marketing → Marketing Planning and Campaign
Management → General Settings → Define Authorization Group.

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Transaction PFCG: The Profile Generator allows you to create or modify roles and
generate authorization profiles for each role. Here you can define, for example,
that a user who is assigned to the campaign manager role only has display rights
for marketing plans.

Figure 217: Find Organizations for Persons (B2B)

Find Organizations for Persons (B2B)

• This indicator determines whether, for the persons within the target group,
the system should find organizations that are associated with these persons
through the contact person relationship type. If you select this indicator,
these persons are not contacted at their private address in the customer
master record, but at the address data relating to the relationship between the
person and the organization. This is typical for a B2B scenario.
• For all organizations found, the system generates an activity for the person
defined as contact person. This person is then contacted as many times as
the number of organizations found. Each contact with a different business
partner (of the type organization) is recorded as an activity.
• Alternately, you can define contact partner functions for your business
partners to be contacted. In this case, your target group will only contain
organizations. With functions, you specify the contact persons to be
contacted with a dedicated contact function maintained in the relationship
address data in the business partner master data.

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Appedix Mail Forms - additional Information and not

part of the course

Figure 218: Tracking Links Plain View

The screen shot is the plain text view normally you would only see the hyperlink
text.
When the mail has been sent out, the sender is able to check which MIGs (Mail
Identifier GUIDs) have been created in order to enable the tracking.
All three MIGs are the same.

Figure 219: Mail Forms – Link Categories

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For reporting, it can be useful to create link categories. The categories allow you
to “group” and structure various links used in e-mail campaigns. Especially when
using a large number of links, link categories provide a easy to understand the
kinds of links that are the most important within a campaign and within a mail
form. If you want to track clicks to a category of links, you must assign the link
category when you create the URL in the mail form.
Link categories are hierarchical. Examples:
• Links to a General Website: Example: category = yahoo!, assigned to
individual links in a mail form translated to German = yahoo.de and French
= yahoo.fr
• Link category for Products: Link to Information ro category for Web Shops
or link to Bookstore or Link to Store for education and online learning or
for events
• Links to get further information about a company or Links to register for
newsletters
Configure Link Categories in the customizing: IMG → Customer Relationship
Management → Marketing → Marketing Planning and Campaign Management
→ Personalized Mail → Define Categories for URLs.
The following steps create a link within a mail form
• Step 1: Creating a mail form
• Step 2 – Option A: inserting links with the Insert Link button: After writing
the text and inserting pictures, hit the Insert Link button. A popup appears:
maintain the link and link category (as previously defined in customizing).
After pressing OK, the link is inserted into the mail form.
• Step 2 – Option B: inserting links manually: Insert the link manually within
a mail form. After pressing the SAVE button, the system parses the mail to
check all links within the mail form and saves the assignment of the link
to the category and campaign. As a prerequisite, all links must contain a
parameter for the category within the link. Otherwise, category reporting
cannot function.

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Figure 220: Mail Forms – Reporting on Link Tracking

The assignment of links to categories within a mail form is stored in SAP BI

for reporting.
Multiple link tracking data sources (transaction rsa5 in CRM):
• In node 0CRM_MKT-IO
0CRM_LI_CAT_TEXT – link category texts. Provides long description
for InfoObject 0CRM_LI_CAT
0CRM_LI_ID_ATTR – Link identifier attribute. Provides attributes for
InfoObject 0CRM_LI_ID
0CRM_LI_ID_TEXT – Link identifier text. This is the URL text, such
as “click here”. Provides long description for InfoObject 0CRM_LI_ID
• In node 0CRM_MKT
0CRM_MLI – Link counts (hits) Provides data for ODS Object
0CRM_MLIT
• ODS Object in BW: 0CRM_MLIT
• InfoSet in BW: 0CRM_IS03
• contains ODS Objects ODS 0CRM_MLIT and 0CRM_CT_O, and
InfoObject 0CRM_MKTELM. Use this to develop reports on who clicked,
when and how often, on which link in the outbound e-mail.

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Appendix Segmentation - additional Information and

not part of the course

Figure 221: Relationship Segmentation

Use Case
Use attributes from a contact person and from the organization to create a profile.
Information about contact partner and organization are needed in campaign
execution afterwards
Solution:
Relationship Segmentation
All information is stored in the target group: contact partner, organization, and
relationship
The distribution in the segment builder can be displayed for the business
partners that are in the target group and for the related business partner.

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Figure 222: Reports for Marketing Attributes

Figure 223: Caching of Attributes

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Figure 224: Update Data Source

Figure 225: Fast Find in Attribute List Creation

Fast Find = High-Speed Search Function for the Graphical Modeler

Profile modeling in the Graphical Modeler can been enhanced with an high-speed
search function, enabling efficient searches in large databases. It considerably
improves performance in the Graphical Modeler by providing full index behavior,
fast access, and a function for counting and reducing the number of database
accesses.
The fast find is based on search and classification (TREX) technology.

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Fast find can be used for all attribute types.

Figure 226: Data Flow with TREX Cache: Segmentation

Figure 227: Architectur Details – Example Data Flow & Update Mechanism
for File Based Segmentation

The file based segmentation is a powerful tool that allows the user to extract data
from BI, ERP or any legacy system and import the data file in TREX. In this way,
the data will be available for segmentation. The file generated from BI, ERP or
any other legacy system must be a in a csv format and must be stored on a server
that is accessible both from BW and TREX.

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Figure 228: Customizing High Volume Segmentation

If you are segmenting a very large number of business partners, you do not want
to upload the business partner data and corresponding marketing attributes to the
TREX server each time. Once you have performed the initial data upload, the
delta handling function allows you to upload just the changed data regularly (or
manually) to the TREX server. The data source objects are those business objects
that you use for the marketing attributes during business partner segmentation.
For example, if you only want to select business partners for which an activity
with status open and priority high exists, you must set the delta source object
activity (BUS2000126) to active. In this Customizing activity, you define which
data source objects are relevant for the delta handling. The active delta source
objects support the delta pointer for the delta handling.

Figure 229: IObject – Profile Modeling

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Figure 230: IObject – Profile Modeling (2)

Figure 231: IObject – Profile Modeling: Merging

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Figure 232: Data Source for Individual Objects

Appendix Product Proposals – additional Information

and not part of the course
Assign a product proposal:

Figure 233: Process Personalized Top n Selection via SAP BW

For the target groups specified, the system reads the data in SAP BW to determine
the relevant top n product lists.

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Prerequisites
• Maintain SAP BW parameter ID to set up a link between the marketing
profiles in CRM and the relevant query (for example, 0CRM_C01_Q001)
in SAP BW (Customizing for Customer Relationship Management →
Marketing → Product Proposals → Define BW Parameter ID for Top n
Lists).
• Assign Parameter ID to Target Group: Assign a usage category Product
proposal to the target group in the target group maintenance transaction.
• Maintain Number Range: The system automatically assigns a number to
each top n list determined from SAP BW. Via transaction SNRO, a number
range interval for the object CRM_MKTTOP must be defined.

Figure 234: Global Product Recommendation in Web Shop

With global product recommendations you can offer, for example, the Web shops
best-seller to all of customers that visit your Web Shop, independent of particular
target groups.
The Target group for Product Recommendation field is used in the Web shop to
offer products (best-sellers) that are displayed for all customers.
To enable selective marketing, business partners are divided into different target
groups. The target groups are maintained in CRM marketing.
By definition, members of a target group have attributes in common. In the case of
global product recommendations, this is a common interest in visiting the Web
shop (thus “global” target group).
Every visitor to the shop is indirectly assigned to this target group.

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A global target group is used as a reference to propose and present certain products
in the form of a top n product list. When target groups are used for personalized
marketing functions, the shop visitor is directly assigned to one or more target
groups.

Figure 235: Web Shop: Global Product Recommendation

Figure 236: Personalized Product Recommendation in Web Shop

Personalized product recommendations are supported in B2B and B2C Web shops.
To offer product recommendations, a characteristic group must be assigned to
a Web shop.

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This characteristic group is displayed in the Web shop as a questionnaire

with marketing attributes. These marketing attributes are saved as a personal
profile in the business partner master and are the basis for personalized product
recommendations.
Each customer can create a personal profile in the Web shop. This profile is used
to determine the target group(s) of a customer.

Appendix External List Management – additional

Information and not part of the course

Figure 237: Identification Type for List Origin

Figure 238: Define Settings for Parallel Processing

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Figure 239: Implement Workflow Customizing

Figure 240: SAP BW Scenario

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Maintain administration data for list

• You enter the file name and path and maintain the basic details of the
address list, such as the list ID, list description, origin of the data, type of
address list, the gross number of data records, and the costs and permitted or
recommended number of usages or duration of usages. A new list is created.
Maintain format for mapping
• Before the address data is imported from the file to SAP BW, the structure of
the file must be known to the system. For this, a new DataSource must be
defined. The source system is a PC file.
Upload list in SAP BW
• After the DataSource has been defined with the structure of the file, the
content of the file can be imported to the master data object 0ELM_GUID_I.
SAP BW Scenario Advantages

• Standard upload mechanism of SAP BW

• Storage of large data volumes is easier then in SAP CRM
• Storing large volumes of data relieves the operative CRM system
• Storing data in SAP BW enables links to other data (for example, using
MultiCubes)
• Storing data in SAP BW enables you to keep it separated from existing
business partners
4. (see notes of next page)

Figure 241: ELM: SAP BW Customizing and BAdIs

In SAP BW, you have to do some Customizing before you can upload the external
list.
The Business Add-In ELM_MAPPING allows you to implement your own
mapping functions.
The SAP standard for External List Management uses the default implementation
of these methods for mapping.

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Business Add-In ELM_CHECK enables you to implement your own checks for
the activities Postal Check or Duplicate Check.
The interface also offers different methods that are called when processing the
activities for an address list.

Apendix Lead Mangement – additional Information

and not part of the course

Figure 242: Activate Standard Workflow for Lead Management

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Task-specific customizing
• Event linkage
– Activate event linkage for the following workflows:
WS10001011 Generate Opportunity from Lead
• Assign processor
– Assign processors to the relevant tasks.
• General documentation
– In this activity, you make all of the required settings to modify the
standard SAP system tasks and the Workflow template. Carry out this
activity only if you want to use the scenarios in the standard SAP
system.
– For each standard task, you must specify possible processors to clearly
define the organizational responsibility for the processing.
– Workflow templates must be started online by your processors. If a
scenario is to be used, then the corresponding workflow template must
be started online so that the assignment of the template can be made for
possible processors.
– As a reaction to events generated from the application functions, you
must start a standard request or a workflow template. To do so, there
are certain events in the standard task or workflow template that are
triggering events. Activate the link between the triggering event and
the task if you want to set up a link between the event and the standard
task or workflow template as prescribed by SAP.
• Requirements
– Make sure that Customizing in SAP Basis is carried out completely
for SAP Workflow Management.

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Figure 243: Lead Distribution – Distribution Workflow to External Channel

Partners

Distribute the lead to the best matching partner

• Created and generated leads must be followed-up accordingly
• The best matching partner (internal employee, sales representative, external
channel, and sales partner) must be assigned to the lead
Lead distribution and partner assignment variants
• Based upon the standard partner determination framework
• Manual distribution
• Rule-based distribution based upon predefined rules
Distribution methods
• Workflow-independent
• Workflow-supported (channel management scenario)
– Distribution to external partners with the partner portal
– With a generated Adobe PDF Interactive Form
(lead processing with Adobe Interactive Forms)

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 Appendix 3
Appendix Campaign Automation – Additional
Information and not Part of the Course

Campaign Automation Overview

Marketing Optimization and Refinement (MORE) allows you to improve the
efficiency of your direct marketing campaigns. Using response models, it suggests
how to best address individual customers of a given target group to maximize
profitability.
• You can apply constraints like budget and channel capacities, and offer
availability to the optimization.
• MORE predicts relevant success key figures, such as response rates, costs,
profits, and marketing return on investment.
• It also helps you fine-tune your target groups simultaneously, taking into
account multiple channels and offers.

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Figure 244: Campaign Automation: MORE Architecture

Figure 245: Campaign Automation: MORE Process Flow

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tion and not Part of the Course

Figure 246: Process Example: Recurring Campaign

Figure 247: Process Example: Recurring Campaign (2)

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Figure 248: Process Example: Recurring Campaign (3)

Figure 249: Process Example: Recurring Campaign (4)

Description does belong to the next slide

Important parameters for campaign “Monthly Newsletter”
• Periodic Campaign: Yes
• Period Type: Monthly
• Number of Periods: 12
• Planned Start Date: Optional
• If no start date is assigned the process, is started when the campaign manager
hits the Start button.

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tion and not Part of the Course

Figure 250: Process Example: Recurring Campaign (5)

Important parameters for campaign element “Send first of month”

• Workflow: Create Target Group and Channel Transfer
• Segment: Assign a Profile
• The profile needs to contains the selection criteria for club members. Due
to the assigned workflow, a target group will be selected as soon as the step
is executed.
• Channel: E-Mail (Assign a mail form and an e-mail address)
• Start Date: Empty (based on the start date of the process) or any
Important parameters for campaign element “Send 14th of month”
• Workflow: Create Target Group and Channel Transfer
• Segment: Assign a profile. The profile must contains the selection criteria
for club members that were not contacted in the previous step.
• Channel: E-Mail (Assign a mail form and an e-mail address)
• Start Date: Empty
• Relative Start Date: Delay = 14 Days
• This will execute the step 14 days after the execution of the previous step
(magazine send on the first of the month).

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Figure 251: Process Example: Event-Triggered Campaign (1)

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tion and not Part of the Course

Figure 252: Process Example: Event-Triggered Campaign (2)

• Description belongs to next slide

• Important parameters for campaign “Member Magazine”
– Periodic Campaign: Yes
– Period Type: Monthly
– Number of Periods: 12
– Planned Start Date: Optional
– If no start date is assigned, the process is started when the campaign
manager hits the Start button.
• Important parameters for campaign element “Send Magazine”
– Workflow: Create Target Group and Channel Transfer
– Segment: Assign a Profile
– The profile must contain the selection criteria for members. Due to
the assigned workflow, a target group will be selected when the step
is executed.
– Channel: E-Mail (Assign a mail form including the URL to the
complaint survey)
– Survey: The survey whose URL is included in the mail form
– Start Date: Empty (based on the start date of the process) or any

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Figure 253: Process Example: Event-Triggered Campaign (3)

Important parameters for decision node “Any complaints”

• Create a Rule: In the survey <survey>, the business partner answered the
question <question> with answer <answer>
• Survey: The survey you assigned to the previous step
• Question: Any Complaints?
• Answer: Yes → Follow-Up Step = “Handle Complaints”
Important parameters for connector node “Handle Complaints”
• Campaign: Assign an event-triggered campaign
• Start Date: Optional
• Delay: Optional
• Delay is time between response and execution. If there is a start date that
has not yet passed, the delay will be added to the start date to determine
the execution date and time.

Figure 254: Process Example: Event-triggered Campaign (4)

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Important parameters for campaign “Handle Complaints”

• Event-triggered Campaign: Yes
• Note:
• Call Log: The call log gives information about when and by whom this
event-triggered campaign was launched:
• Where Used List: Gives information about campaigns that contain a link to
this event-triggered campaign.
Important parameters for decision node “ABC Customer”
• Create 3 Rules:
– Business partner meets profile <A-Customer> → Follow-Up Step =
“A: Generate Planned Call for IC Agent”
– Business partner meets profile <B-Customer> AND In the survey
<Complaint Details> ... Answered the question <Product or Service
Complaint> with <Service> → Follow-Up Step = “B: Service
Complaint Processing”
– Business partner meets profile <B-Customer> AND In the survey
<Complaint Details> ... Answered the question <Product or Service
Complaint> with <Product> → Follow-Up Step = “B: Product
Complaint Processing”
Important parameters for campaign element “Generate planned call”
Important parameters for campaign element “Service complaint processing”
response
Important parameters for campaign element “Product Complaint Processing”

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not Part of the Course CR600

Figure 255: Campaign Automation Customizing: Maintain Standard Settings

for Business Workflow

Activities for maintaining standard settings for SAP Business Workflow

Execute the Customizing activity. This starts the check report.
• Choose Execute Auto Customizing.
– In the log, you can see which activities have been executed.
• Check whether all checks have been carried out correctly.
– All the settings that have been made should be flagged with a green tick
in the result list for the check report. If this is not the case, maintain the
corresponding setting by double-clicking on the red cross.
• Choose Configure RFC Destination.
– The system attempts to log on with the user entered. If there are
problems with the password, the logon will not be successful in the
result list, despite a green tick. In this case, a dialog box is displayed.
– To maintain the RFC destination again, choose the configured RFC
destination.
• Choose Start Verification Workflow.
– Follow the instructions on the screen. Make sure that you can execute
these as described.

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Figure 256: Campaign Automation Customizing: Assign Workflows for

Campaign Automation

Activities for implementing workflow assignment

• You can assign newly defined workflow templates for campaign automation.
As standard, no check is performed for this workflow sample.
• Choose New Entries.
• Assign a key and enter the number of the new workflow template under task.
Make sure that the customer name range X*, Y*, Z* is defined for the table.
• Save your data.
• You can copy and adapt existing workflow samples using the Workflow
Builder. Change the original task by replacing it with the new workflow
template. The parameter checks are then retained.

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Figure 257: Campaign Automation Customizing: Implement Workflow

Customizing

Implement Workflow Customizing

The following workflow templates must be classified as general tasks:
• WS14000060 Start campaign process
• WS14000061 Transfer target group to channel
• WS14000062 Create target group
• WS14000063 Create target group and channel transfer
• WS14000064 Send e-mail to person responsible
• WS14000065 Authorization by person responsible
• WS14000066 Add business partner to a target group
• WS14000067 Delete business partner from target group
• WS14000068 Start target group optimization
• WS14000069 Transfer reactor to channel
• WS14000070 Start subsequent step without execution
For each step, the possible processors must be specified in order to clearly define
organizational responsibilities for processing. In campaign automation, this
assignment only needs to be performed for the task TS14008004 (authorization
by person responsible) from workflow WS14000065.
Activities
• Perform the activity and open the Assign processors to tasks segment. Select
the workflow template or the standard task and classify it as a General
task using the Characteristics button. Alternatively, you can also assign
the appropriate processor directly.

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tion and not Part of the Course

Figure 258: Campaign Automation Customizing: Actions for Campaign

Automation

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Example
• In Customizing, the action for campaign automation is assigned to the action
profile activity of object category BUS2000126. The system checks for an
inbound business activity as a scheduling requirement.
• Method MKTCA_PROC_INB is used to execute the action.
• Method MKTCA_PROC_INB is an implementation of the method
EXECUTE of the interface IF_EX_EXEC_METHODCALL_PPF.
• Process flow in method MKTCA_PROC_INB
1. Determine reference object (current document).
2. Read data for current document via function module
CRM_ORDER_READ.
3. Check whether a campaign element or a campaign is assigned as a
preceding document.
4. Determine the business partner and the activity partner from the
document. The method supplied P_GET_PARTNER only takes into
account the transaction categories of business activity and sales order.
For business activities, the partner function categories of activity
partner and contact person are read. For sales orders, the partner
function categories of sold-to party and contact person are read.
If additional scenarios are to be supported, then method must be
supplemented accordingly.
5. Call method PROCESS_INBOUND.
As well as the action in the action profile ACTIVITY, the action
profiles CAMPAIGN_AUTOMATION_ACTIVITY (BUS2000126)
and CAMPAIGN_AUTOMATION_ISALES (BUS2000115) are also
supplied. These contain only the action for starting subsequent steps
in campaign automation. They can either be assigned directly to a
transaction type or be used as a template for creating your own action
profile.

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tion and not Part of the Course

Figure 259: Campaign Automation Customizing: Actions for Campaign

Automation (2)

In Customizing for actions, the following steps must be performed for campaign
automation:
• Create or select action profile
– The action determines and starts subsequent steps in campaign
automation and must be assigned to an action profile. This can be a
standard profile or a customer-defined profile. Choose Define action
profiles and actions.
• Create action definition
– The action definition supplied in the standard is action
ACTIVITY_CAMPAIGN_AUTOMATION in the action profile
ACTIVITY. This can be used as a template for the definition of your
own actions. Choose Define action profiles and actions.
• Assign action profile to the transaction type
– This involves the assignment of action profile, transaction type, and
transaction category. Choose Assign action profile to the transaction
type.

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Figure 260: Actions for Campaign Automation (3)

Figure 261: Campaign Automation Customizing: BAdI: Enhancement for

Rule Processing in CA

These are applied within this BAdI as follows:

• Create a new implementation by entering a name for the implementation
under definition name CRM_MKTCA_RULE_EXIT in the BAdI Builder:
Create implementation field and then choosing Continue.
• If you want to include Intelligence Connector functions in campaign
automation, generate the initial coding for your implementation from the
example implementation provided.
• If necessary, adapt the methods to the requirements of your specific
application. If you do not want to use the example coding, you must program
all the methods yourself.

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 Appendix 4
Bounce Management and ERMS – additional
Information and not part of the course

Figure 262: Bounce Mgt: Define Services

This is where the actions for the follow up need to be set up and controlled.

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Figure 263: Bounce Mgt: Assign Services to Email

Figure 264: Assign Actions to Context

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tion and not part of the course

Standard Conditions included are

• Manual check of bounce by employee (Bounce: Manual Verification)
• Setting the indicator Do Not Use in the master data of the business partner
(Bounce: Address Data Update)
• Resetting the contact counter for external addresses due to technical
problems for the scenario External List Management (Bounce: Status
(Default 2)/ELM Update)
• Updating incorrect addresses for the scenario External List Management
(Bounce: Status (Default 5)/ELM Update)
• Additional actions can be defined. To do this, a handler class that contains
the action logic must be implemented in Customizing under Customer
Relationship Management → E-Mail Response Management System →
Service Manager → Define Services . You can then assign action IDs for the
context Bounce Management under Customer Relationship Management →
E-Mail Response Management System → Define Repository. The actions
created here are then available in the rule editor and can be assigned to
bounce rules.

Figure 265: ERMS Rule Modeler

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Figure 266: Rule Modeler: Scenarios

Figure 267: Rule Modeler: Concept

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Figure 268: Rule Modeler: Application, Customizing, Coding

Figure 269: Rule Modeler: Service Manager Profile

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Figure 270: Rule Modeler and Repository: Context

The different context that make use rule modeling are preconfigured by SAP and
stored in the IMG: SAP IMG → CRM → E-Mail Response Management System
→ Define Repository
For each context different rule policies can be defined in the Rule Modeler.

Figure 271: Rule Modeler and Repository

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Figure 272: Services and Actions

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 Feedback
SAP SE has made every effort in the preparation of this course to ensure the
accuracy and completeness of the materials. If you have any corrections or
suggestions for improvement, please record them in the appropriate place in the
course evaluation.

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