Master Data Type: Organizational Model Source: SAP Best Practices for CRM

Organizational Structure for BP for CRM - Suggestion Relevancy for Scenario

C83 Interaction Center Inquiry and Complaint Management

C64 Integrated ERP Order and Quotation Management

C77 E-Service: Complaints and Returns Management

C82 Interaction Center Sales (with ERP Sales Order)

C76 E-Service: Service Request Management

C38 Complaints and Returns Management

C67 Pipeline Performance Management

C66 Account and Contact Management

C75 E-Service: Solution Assistance

C39 Lean Campaign Management

C81 Interaction Center Marketing

C69 Service Order Management

Description SAP Best Practices Company BP Marketing Organization Marketing Manager Marketing Employee BP Sales Organization Director of Sales BP Direct Sales BP Sales Office Central Sales Manager Sales Employee BP Sales Call Center IC Manager IC Agent Marketing IC Agent Sales BP Service Organization Service Manager BP Service Back Office Service Employee BP Service Technicians Group Service Technician BP Service Call Center IC Manager IC Agent Service BP Support Center IC Agent Support

Type Org Unit Position Position Org Unit Position Org Unit Org Unit Position Position Org Unit Position Position Position Org Unit Position Org Unit Position Org Unit Position Org Unit Position Position Org Unit Position

Code BP_COMP BP_MARKET POS_MKT_MGT POS_MKT_EMP BP_SALES POS_SLS_DIR BP_SLS BP_SO_CENTER POS_SLS_MGT POS_SLS_EMP BP_IC_SAL POS_ICM_SAL POS_IC_MKT POS_IC_SAL BP_SERVICE POS_SRV_MAN BP_SRV POS_SRV_EMP BP_TECH POS_SRV_TECH BP_IC_SRV POS_ICM_SRV POS_IC_SRV BP_IC_SUP POS_IC_SUP

Org.-Data.Determ. X

X X X

X X X X X X X X X X X X X X X X X

X X X X X X X X X X X X

X X X X X X

X X X X X X

X X X X X X

X X X X X X

X X X X X X X X X X X

X X

X X X X X X X X X X X X X X X X X X X X X X X X

C80 Interaction Center Service

C63 Opportunity Management

C79 Territory Management

C62 Activity Management

C30 Lead Management

X X X

Master Data Type: Customer Source: SAP Best Practices for Baseline
Customer No. Description 100000 100001 100002 100003 100004 100005 100009 100010 100100 CUSTOMER DOMESTIC 00 CUSTOMER DOMESTIC 01 CUSTOMER DOMESTIC 02 CUSTOMER DOMESTIC 03 CUSTOMER DOMESTIC 04 CUSTOMER US TRADE CUSTOMER DOMESTIC 09 CUSTOMER EURO TRADE PORTU CUSTOMER SERVICES Sales Distribution Division Comment Org Channel Default Customer 1000 10 10 1000 10 10 1000 10 10 1000 10 10 1000 10 10 1100 10 10 1000 10 10 1100 10 10 1000 10 10

Master Data Type: Employee Source: SAP Best Practices for CRM
Employee ID 10000 10010 10030 10100 10110 10120 10130 10140 10200 10210 10230 10300 10400 Employee Name Jennifer Stone Michael Curtis Peter Seller Angela Lucata Ann Anderson Peter Best Michelle Dean Judie Coltman Ryan Reval Barbara Lee Matthew Carter Melanie Richard Richard Lion Role Sales Manager Sales Employee Sales Director IC Manager IC Agent Service IC Agent Support IC Agent Marketing IC Agent Sales Service Manager Service Employee Service Technician Marketing Manager Marketing Employee System User SALES_MAN SALES_EMPL SALES_DIR IC_MAN IC_AGENT_SRV IC_AGENT_SUP IC_AGENT_MKT IC_AGENT_SAL SERV_MAN SERV_EMPL SERV_TECH MKT_MAN MKT_EMPL

Master Data Type: Product

Material No. Description Sales Org. 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 Distr. Channel 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 Division Material Type 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 HAWA HAWA HAWA HAWA HAWA HAWA HAWA HAWA HAWA HAWA DIEN DIEN DIEN Service Service Service Service Service Service Service Warranty Material Material Material

Source: SAP Best Practices for Baseline

H10 H11 H12 H13 H14 H20 H21 H22 H100 H200 D100 D200 D300 CSSRV_01 CSSRV_02 CSSRV_03 CSSRV_04 INVESTIGATION SLA_SERV_01 SLA_SERV_02 BP_WTY BP100 BP200 BP300 Trading Good Trading Good Trading Good Trading Good Trading Good Trading Good Trading Good Trading Good Spare Part 1 Spare Part 2 Service Fixprice Service Standard Consulting Maintenance Repair Monitor Repair Printer Repair Service Investigation Premium SLA (7x24) Standard SLA (5x10) BP Warranty Time Dependant BP Spare Part 100 BP Spare Part 200 BP Spare Part 300

Source: SAP Best Practices for CRM

Master Data Type: Marketing Attribute Source: SAP Best Practices for CRM
Description Attended Events Club Member Shopping Frequency Usage Campaign Campaign Campaign