Wednesday, January 28, 2015

How to debug the IPC

Pricing might seem simple from an end-user's perspective, but in practice can be quite complex as the price determination may depend on many factors (customer class, location, contracts, VAT, delivery type, payment method, sales organisation, material, etc).

To support all this complexity, SAP CRM uses condition techniques similar to SAP ECC, but leaves the actual calculation to a - for most people - black box... The Internet Pricing and Configurator (IPC). After reading this blog you no longer belong to 'most people'.
We will be showing how to take a peek inside the IPC.

As the IPC is a JAVA based component, you cannot debug the processes inside the IPC with a normal SAP ABAP debugger.

To debug the IPC, a couple of prerequisites are required as described in the pricing userexit manual in note 809820.

Wednesday, January 21, 2015

Getting AET fields to BW

In SAP CRM, with the application enhancement tool (AET) it is really easy to add custom fields.
For example, I added a few fields to the CRM Activity.

Check here and here and here and here for more information on how to use the AET.

Wednesday, January 14, 2015

Are you ready for Customer Engagement?

Nowadays the customer journey is becoming more complex. Customers are getting more control over information and contact channels and therefore the power of customer interaction is shifting from the seller to the buyer.

Over the past few years a lot of focus has been brought on customer experience. In each interaction the customer experience should be optimal and in line with the values and beliefs of the selling organization. Currently we see that the number of possible interactions is increasing. This is also referred to as the customer journey.

An example of a customer journey could be a customer looking at an online advertisement, browsing comparison websites, asking advice from friends, looking at tv commercials, browsing comparison websites again, visiting shops, buying online, complaining via twitter, calling customer service etc. All of which have to satisfy the customer's expectations. Integration of all of these different contact points is an important factor. It can be disturbing if the call center agent in the example is not able to see the previous discussion on twitter for instance. Integration and sharing information is key.

Wednesday, January 7, 2015

What can a mobile enterprise application do for my company?

A question you might be asking yourself.
My thoughts are... a lot. But what exactly?

I think there are a couple of questions you can ask yourself before we start:

Does my company have light users?

Light users would be users who log in to your enterprise application on occasion.

Does my company use workflow?

Here I would mean workflow as a process. Does the action of one user trigger a needed action from another user? This can in practice be currently facilitated by email.