Wednesday, December 27, 2017

How to keep your customer (happy)?

Focus on customer retention

One of the main reasons for customer attrition is dissatisfaction with a company not showing they understand their customer. Research has shown that customer service directly impacts customer satisfaction and with that attrition rates (1, 2). Having your customer service personalized and targeted on each individual customer is therefore vital. An added advantage to increasing the customer happiness, is
that they are likely to promote your company to other potential customers. Increasing the focus on personalized customer service is therefore an investment that pays off.

But how do you improve your customer service? First of all, customer service is not the one way communication channel it once was for many companies. Customers expect their answers just a few mouse clicks away and will need an easy way to interact with your company if their query isn't properly answered by the information on your website. In that case your customer expects a personalized and timely response to the interaction they initiated. Customers also expect companies to initiate a personalized and targeted message in case of recalls, warnings or other valid reasons why a customer should be informed. If companies want their customers to be happy they need to provide excellent service to your customers on an ongoing basis. Imminent and enthusiastic response are a start, having a special offer or discount with the hope of up-selling the customer is even better. Every interaction with your customer is a chance to get to know them better and to anticipate on their needs.

Wednesday, December 20, 2017

Synchronize customizing automatically from SAP ECC to Hybris Commerce

If you’re using SAP Hybris Commerce with an SAP ECC back-end you’ll need to download several customizing settings from SAP to Hybris, such as currencies, languages, units of measure, plants and material groups. To do this SAP provides ABAP report ZDOWNLOAD_CUSTOMIZING_AS_IMPEX which generates an ImpEx file which you can import into Hybris.
In addition, you may need some additional data such as sales organizations, offices and groups, product hierarchies or even data that you have defined in Z-tables in ECC. To get this data in Hybris you have probably written an ImpEx file or extended ZDOWNLOAD_CUSTOMIZING_AS_IMPEX with your own logic.

Usually these customizing settings don’t change very frequently, but if they do and Hybris Commerce is out of sync with ECC, this causes issues like not being able to synchronize customers or products. To prevent or solve this you should regularly, for example daily, do this and as they are manual steps, this becomes somewhat labor intensive.

So wouldn’t it be great if we can do this on a daily basis and without any manual steps? In this blog I describe how to do this in 4 steps.

Wednesday, December 13, 2017

Improve customer engagement with Facebook advertising in Hybris Marketing Cloud

As a marketer one of your objectives can be to improve your customer engagement with Facebook advertising. What if you could select your best customers and create a target audience that is based on these customers and also represent people who show similar behavior? And what if you could deliver only relevant messages to this target audience to improve brand awareness, reach, lead generation and conversion?

Paid advertising on Facebook is one of the most immediate ways to impact the reach of your content. Most advertisers understand the real value of Facebook Advertising as a way to generate traffic and real business value. More than 42% of marketers report that Facebook is critical or important to their business.

Wednesday, December 6, 2017

Training in CRM implementations

You’re almost there! You’ve followed each step in implementation of the new system, continuously aligning with the project team and user team. Clean master data is loaded into the system, reports, KPI’s and dashboards have been designed and everything is thoroughly tested. The only thing left to do before Go-Live is training the users.
Guess what?! This final step is critical in making your implementation a success; If the end-users aren’t looking forward full of confidence to apply the new way of working and use the supporting system and all its functions, they will never unlock its full potential. Thorough training will enable you to take this final hurdle!

Wednesday, November 29, 2017

SAP Customer Engagement Connection - CRM 2017

With only a month left of 2017, now is a good time to look back at what major improvements have been delivered by the SAP Customer Engagement Connection / Influence program.

For those not familiar with this initiative; SAP has opened a connection to reach out to their customers to enable them to send requests for future developments. In short, should you have a good idea for improving SAP software, the Customer Connection is the way to go.

Wednesday, November 22, 2017

GDPR in SAP Cloud for Customer

D-day for the GDPR is getting closer and closer, it's only 6 months until May 25, 2018.  SAP is doing a lot of work to get it's products GDPR compliant. In this blog I'll focus on the Cloud for Customer solution. Several requirements for compliancy have been present in C4C for some time, and SAP is continuously improving the solution with regard to GDPR compliancy. 

Data provisioning and removal

Within the EU GDPR regulations, a person (e.g. your customer) has the right to inquire about the data your company has stored about him, and request for correction or removal.

In this blog I'll give a short overview of the Data Privacy Workbench in SAP Cloud for Customer (release 1711), which enables your company to handle the data insight and removal processes when a customer or contact requests this.

Friday, November 17, 2017

SAP TechEd 2017 HighLights from Customer Engagement perspective

Every Year SAP hosts the TechEd to inform customers and partners on the new technologies and road maps of their products. This year I was in the lucky position to attend the TechEd in Barcelona. In this blog I will give an overview of the topics discussed. The main attention area's for me were Cloud Platform and API's, IoT, Machine Learning and Blockchain.

Wednesday, November 15, 2017

Hurray.... your Prospect is now a Customer!

Just a few weeks to go in 2017 and it's Christmas time again! Time to sit around the Christmas tree together with family and friends, to enjoy the moments and to unpack your presents! The November 2017 release (1711) of SAP Hybris Cloud for Customer also featured some nice gifts and presents and I'm going to unpack one of them for you!
You're now able to define a workflow rule that will automatically convert the account from a Prospect role to a Customer role when a sales quote is set to won. This feature is a really nice one and will make lots of Sales Managers very happy.
Interested? Read all about it in this blog....

Wednesday, November 8, 2017

We are live!

We are live! Let’s harvest on the investments. But it turns out that not everybody is using the tools, new functionality remains in the system, waiting for somebody to add it to his or her toolbox. Somebody is afraid to make this digital transformation…

Recognizable? Maybe, maybe not.
Fact is that many companies struggle with the adoption of their IT innovations, leading to problems in realizing their ROI. 

Quite often, even though planning of the project is within time and budget, the project team can be decommissioned and business can take over, there sometimes seems to be a lack of adoption…. How can this happen? What went wrong?

  • 'This isn’t the way our business works…'
  • 'This solution is too complex for us…'
  • 'We already have good processes…'
  • 'Next to this solution we need to do other things that absorbs my time…'
  • '...'

Wednesday, November 1, 2017

SAP Hybris Cloud for Customer; checking user authorizations

When supporting SAP Hybris SAP Hybris Cloud for Customer it’s inevitable to receive user questions like “I can’t see the customers I’m supposed to see, please help me”. These kinds of issues tend to take a lot of time to analyse because it’s not always clear how the authorization setup determines whether or not the business user has access to specific objects like customers. There are two BETA tools available in C4C to support the analysis of authorization questions.

Wednesday, October 25, 2017

Integrate multiple ECC systems with C4C (using Cloud Platform Integration)

In previous blogs, my colleagues described how to connect C4C to multiple ECC systems. You can find them here and here.

Yet, I wanted to devote another blog to this topic as you can also use SAP Cloud Platform Integration to meet this requirement.
The following picture will show the final setup. No need for developments, just configuration mainly in the middleware.

Wednesday, October 18, 2017

What's New This Fall in SAP Hybris Cloud for Customer

It is almost November and another quarterly release (17.11) for SAP Hybris Cloud for Customer is just around the corner. Again, the release is packed with tons of bug fixes, new features and enhancements in Sales and Service processes as well as the Platform itself. 17.11 is a ‘Light’ release with respect to business user UI improvements – this release focuses more on platform, infrastructure and administrator improvements. Consultants out there, you've read it right... Christmas is coming early this year! These enhancements could make your life easier.

Today's blog is to summarize the key information SAP published; To provide you with a bitesize update of the upcoming release. We can expect the upgrade of production tenants as of the 5th of November. As a matter of fact, coming weekend all test tenants will already be upgraded so you have two weeks for testing your existing processes for possible regression.

Wednesday, October 11, 2017

Search and filter on your custom product attributes in SAP Hybris Commerce

Adding custom attributes to the products in your SAP Hybris Commerce shop is a relatively easy task. Next step would be to make these attributes part of the product search in your shop to enable filtering and searching on the contents of these attributes.

This blog describes the relevant steps to define custom product attributes and add them to your shop search.

The Electronics demo store, as part of the standard accelerator of SAP Hybris Commerce, has been used as the basis for this blog, but the same steps should work for all SAP Hybris Commerce based shops using the SOLR search.

Obviously, performing these steps will have a direct impact on product content and search results provided in the shop. Our strong advise is to try these steps first on your test shop for verification before applying them your live/online shop.

Wednesday, October 4, 2017

How to use customer profiling to create insightful customer journeys and build effective marketing campaigns

In my previous blog on ‘Data-driven marketing’ I explained the way that companies can use the available and gathered data to be able to communicate in a personal, relevant way with their customers.

In this blog I want to show you how to use the customer data in Hybris Marketing Cloud to create meaningful customer journeys and build effective marketing campaigns. 
Hybris Marketing Cloud gives you the possibility to carry out you own customer profiling and customer journey mapping to build highly effective marketing campaigns. 

This process consists of three steps:
1. Profiling of your customer(s)
2. Mapping the Customer Journey
3. Building & executing marketing campaigns

I want to focus on the first two steps of this process.

Wednesday, September 27, 2017

Odata Provisioning in SAP Cloud Platform Integration

In Todays world there are quite some ways of designing and consuming API's. Most of the API's do not follow a uniform pattern. OData solves this problem by providing a uniform way to expose, structure, query and manipulate data using REST practices and JSON or ATOM syntax to describe the payload. OData also provides a uniform way to represent metadata about the data, allowing computers to know more about the type system, relationships and structure of the data.

SCP-IS is now capable of Provisioning Odata services from existing data sources such as SOAP, REST and Odata Services which could be further consumed by mobile APPs or an FIORI App. In this blog, we will see how we could create an OData model definition, implement the OData service which includes binding to a data source (SOAP Web Service), go through the steps to create an Odata Service which we could query and get the list of Continents.

Wednesday, September 20, 2017

Support your SAP Hybris business the way it deserves!

We have all seen that “comfort-zone-where-the-magic-happens-slide” and in my opinion the same applies for CRM related software implementation. The picture would then look more like this;

At Acorel we like magic (some people sometimes even call our consultants magicians) so we definitely want to be there when it happens. If your organization takes SAP Hybris seriously, you want us to be there!!

Why is support so important with SAP Hybris solutions?

Proper support is key for any SAP solution, but for SAP Hybris solutions like SAP Hybris Cloud for Customer and SAP Hybris Marketing Cloud there are topics that makes great support even more crucial;
  • Two-speed architecture 
  • Mandatory release cycles
A term often used by McKinsey (Gartner calls it Bimodel IT) to describe the difference speeds of development needed for backend and frontend applications. Where the backend should be stable and does not require frequent adjustments, the frontend (processes closer to the customer) demand frequent and sudden adjustments that need to be implemented ’yesterday’.

Wednesday, September 13, 2017

Using Serializable Objects in ABAP

For a project I was working on I had to build generic logging functionality in ABAP. There were two important requirements:
  • No noticeable effect on performance 
  • Re-usable in different scenarios.
With the first requirement in mind I decided to build an RFC enabled function module that I could approach via an asynchronous RFC call. That seemed a fine idea at the time, but not when you consider that no generic types are allowed in RFC modules and you can’t use object references in the interface parameters. These limitations seriously compromised my possibility to meet requirement number two as re-usability often goes hand in hand with the passing of generic data types.
I complained about these restrictions by one of my esteemed colleagues and he asked me, why don’t you use serialized objects to pass data to your function module. As I hardly knew what he was talking about I decided to dive deeper in to this subject, ultimately leading to a satisfactory solution and to this blog.


Before I continue I would like to explain how you can serialize (and de-serialize) objects in ABAP.
I will first hit you with the definition of serialization, which hopefully will make a bit of sense in combination with the requirements above.

“Serialization is the process of translating data structures or object states into a format that can be stored or transmitted and reconstructed later when the resulting series of bits is reread according to the serialization format, it can be used to create a semantically identical clone of the original object”.

That is interesting stuff and just what I needed, a way to transmit an object instance and once transmitted a way to reconstruct it again and by doing so overcoming the limitations of my RFC function module.

Wednesday, September 6, 2017

GDPR, more than just a legal thing

GDPR (General Data Protection Regulation) is the 'new' European Union law on data protection of European Citizens.
Considering the digitization of information over the past decades and the increased power of the internet, it should come as no surprise that governments act on behalf of the citizens to protect their privacy.

The GDPR protects EU citizens through a set of rights around personal data with a law violation penalty of up to 4% of the annual global turnover or €20.000.000. This indicates the seriousness of the 'new' law.

The GDPR describes actions and principles which companies must implement, such as:

Data Protection Officer
A Data Protection Officer (DPO) is required for companies processing large amounts or privacy-sensitive personal data. The DPO can be either a staff member or an external service provider, and is responsible to oversee that data protection laws are not violated.

Breach Notification
If (by accident or deliberately) protected personal information is 'leaked', this is to be reported pro-actively within 72 hours to the respective owners of the data (the individuals).

Data Portability
Individuals have the right to request their data to be transported between companies, for instance when they switch telecom or utilities provider.

Right to Access
Individuals have the right to receive the data that has been gathered around such an individual. This concerns both characteristic data on the individual itself as well as records of interaction or other transactional facts.

Right to be Forgotten
Companies should proactively 'forget' (erase) data that is no longer relevant to the original purpose. Individuals also have the right to request a company to 'forget' them. This implies that the information as described in the 'Right to Access' should be erased. This is a tricky one, as other laws might require the company to keep the information. The 'other laws' such as tax laws usually win.

Wednesday, August 30, 2017

SAP Hybris Cloud for Customer integration with SAP Business One

Early last year, SAP released a package for integration between SAP Hybris Cloud for Customer and SAP Business One. This integration scenario is relatively similar to the integration scenarios with SAP CRM or SAP ERP, while making use of SAP PI or SAP HCI, but there are some tricky differences. This blog will guide you and outline the points of interest when setting up integration between SAP Hybris Cloud for Customer and SAP Business One.

SAP Business One

SAP Business One is positioned as the overall ERP software for the small and medium business segment. The software was added to the SAP product range in 2000 and is used by more than 50.000 companies in over 150 countries.

Wednesday, August 23, 2017

Dynamic BI Reports in WebUI

In a previous blog (Graphical BI Reports in SAP CRM) we showed you the powerful option of displaying BI reports in SAP CRM WebUI. In order to realise this, it was required to enhance method WD_USAGE_INITIALIZE. In this method, the URL for retrieving the BI report was constructed.


Now, imagine a scenario in which you would like to call BI reports for Tasks. In the WebUI you usually  have a search-result screen in which you can search for tasks and select an individual task from the result list. With every different task you select from the result list, the 'focus' shifts. In this scenario WD_USAGE_INITIALIZE would only be called once at the beginning during initialization. So, also the URL contruction for retrieving the BI report, would occur only once eventhough the focus (the selected task) can change multiple times. So if we construct our BW report URL in WD_USAGE_INITIALIZE, it will be static in the sense that if we change the focus and select another task from our result list, the url parameters will not change accordingly. Imagine having parameters in the link that have a variable value, based on the specific BTAdmnH data, then whenever another task is selected, the link should be recontstructed and updated. Otherwise you will still be retrieving the BI report related to the first opened task.

Wednesday, August 16, 2017

Target your Customers with SAP Hybris Marketing Cloud

We are all familiar with those marketing emails or registered mail that does not seem properly marketed, irrelevant to the receiver and thus not targeted well at all. SAP Hybris Marketing Cloud promises to put an end to all that by understanding the customer and send relevant messages to the right customers.

Wednesday, August 9, 2017

How to set up an Angular 2 development environment connected to SAP Netweaver Gateway

In my previous blog I described how to consume SAP OData services from AngularJS and NodeJS. Since then I have been working on a project at a customer that uses Angular2 as a front-end on top of SAP Netweaver Gateway. In this blog I will describe how you can set up a development environment that uses the angular cli (command line interface) that comes with Angular2 to connect to an SAP Netweaver Gateway server.

Afbeeldingsresultaat voor angular

Wednesday, August 2, 2017

Deeplinking to SAP CRM with custom URL parameters

We recently had the requirement to open SAP CRM and search Accounts directly with the given postal code and house number.

Standard SAP options

We first analysed the standard options SAP gives us, like opening/searching objects with the following parameters:

crm-object-type BP_CONTACT
crm-object-action       A = search, B = display, C = edit, D = create
crm-object-value       GUID

For example, open Contact Person Search

Or open a single Activity

This didn’t fit our requirements, since we wanted to search by at least 2 parameters (and potentially more in the future).

Wednesday, July 26, 2017

How to find unprofitable customers,...and get rid of them!

In my last blog I explained how SAP Hybris Cloud for Customer provides the right tools to measure customer feedback by means of a satisfaction survey. With the survey we are able to get a better insight in how customers value your organization just by answering a simple question:

"Would you recommend us to your colleagues or friends”

In this blog I will explain how we can use this customer feedback to segment customers and make use of different customer strategies to grow or even divest customers.

Wednesday, July 19, 2017

Measuring Customer Loyalty in SAP Cloud for Customer

For many years’ organizations try to get a feeling with their markets and want to know how satisfied customers are with the products or services they offers. The traditional way is to ask the customers for their opinions by inviting them to participate in a customer satisfaction survey. Traditionally these surveys consist of many questions and takes quite some time for the respondents to complete and have relatively low response rates.

In 2003 the Net Promotor Score (NPS) was introduced (Reichfeld, 2003). By providing a score from 0-10 to the question:
“Would you recommend us to your colleagues or friends”
The NPS is calculated. Depending on the score a customer’s falls in one of three categories.

The NPS is calculated by distracting the distractors % from the promotors %. So for example, when 20% of the respondents are promotors and 15% of the respondents are detractors, the NPS is 5.
Various factors impact the NPS such as brand awareness but also cultural differences. Over the years the NPS as an indicator for customer loyalty is criticised in various researches. Nevertheless, judging on my e-mail inbox, the NPS method is widely in use.

Wednesday, July 12, 2017

Live from the SAP Leonardo Live Summit

Yesterday and today July 11–12 I visited the SAP Leonardo Live, the global SAP summit being held in Frankfurt, Germany. 
SAP is showing their latest technology and inspires with showcases for innovation. Tanja Ruekert, President IoT & Digital Supply Chain at SAP, described SAP Leonardo as the digital innovation system. 
Yes, SAP is not just an ERP solution provider. SAP Leonardo is bringing innovative concepts such as Internet of Things (IoT), Machine Learning, Big Data, Predictive analytics and Blockchain to SAP’s business systems. These solutions are the modular capabilities of the SAP Cloud Platform. They are easy to deploy and consume, are open and extensible with rich API’s, and ready to run agnostic on infrastructures like the SAP Data Center, Microsoft Azure, Google Cloud Platform and Amazon Web Services. SAP is bringing companies on the path to digital transformation with innovation that can scale across the entire organization!

Wednesday, July 5, 2017

Keeping managers and senior positions in the C4C loop!

In most CRM implementation projects the demand for data, reports and other analytic functionalities by top-level managers and senior positions is great. These top-level managers want to see the daily, weekly or monthly statuses of their marketing, sales or service operations in the blink of an eye. However to retrieve this information themselves is too much work, time is limited for them or they don’t want / have the ability to access the system to get the insight they want. A common experience, independently of the type of CRM-project, is that the organization’s top-level management slowly but certainly become less and less involved and therefore they also lose track in the use and acceptance of the product.

Wednesday, June 28, 2017

Optimizing your prospect to customer process with C4C

All companies have a process for converting prospects into customers. This is always an important but complex process. This blog will explain a possible scenario for converting prospects into customers using SAP C4C and SAP ERP as the backendsystem.

Business Challenges

Let’s say your company has the following requirements:

  • The user should decide when the prospect will become a real customer
  • The system should support the mechanism of requesting mandatory fields before converting the prospect. This should replace the current manual form which should be filled within the company (all companies have such a form)
  • The master data team should receive a request for creating a customer from SAP C4C into SAP ERP.
  • The customer number should be generated by SAP ERP and not by SAP C4C!
    This can be very important, because for the standard scenario SAP C4C will define the customer number.
  • The requester should receive a message when the customer has been converted.

Wednesday, June 21, 2017

Create a "view" from your Cloud 4 Customer data source for use in your reports

With SAP Cloud for Customer (C4C) Analytics you can create very nice reports that provide real-time data. The flexibility C4C offers, gives the user the data they want to see, when and wherever they want. This is a big advantage of C4C and the possibilities seem endless. This really engages the user in working with their own data and often triggers them to request new features.

During one of my assignments a request for a report was made containing only certain data from a datasource and joining it with another datasource. The best way would be to create views from existing datasources instead of filtering in the report itself. In this blog I want to show you how to create a view from a data source. This works very well but should only be used for data that does not change very often.

Wednesday, June 14, 2017

Just Start!

It is hardly a cliché to always retrieve in a blog on the prominent examples of (world) known organizations that have been seeking bankruptcy in recent years. It has become clear that in the current market nothing is certain.
If you are successful today, that success can turn into stagnation or retardation tomorrow.
No organization wants to be caught by reality and getting into the same waters as those previously renowned market names that no longer exist today.
What’s certain is that there are an increasing number of innovative organizations at the gates of the established order to change the game forever and forever.
For example, Facebook with a bank license, Google, which starts insurances, The Ali Baba Group, which spreads the financial world with the Ant Financial Services Group (formerly Alipay) and the Powerwall of Tesla.
These innovators or perhaps more disruptors are following up quickly and ensure organizations that they have to be alert for unexpected threats at all times.
There are organizations from the 'old world' that are doing fine thanks to the flourishing economy. In spite of that fact, they are not ready for the future and are certainly not sure if they will survive the first emerging innovator in their market.

Friday, June 9, 2017

SAP Run Like Never Before 2017 #RNLB17

As proud sponsor of the SAP Run Like Never Before event, Acorel wishes all particpants of the SAP Run like never before 2017 the best.

The RNLB is a 5x5km relay charity event hosted by SAP the Netherlands where SAP, Partners and Customers run a total of 25km per team, sponsoring the Krajicek foundation.

To all participants, good luck!

Wednesday, June 7, 2017

Creating Drill Down Reports on the Cloud for Customer Survey Data source

Measuring customer satisfaction, registering customer feedback during visits or ...... it can all be done in SAP Cloud for Customer using Survey's.
Surveys are fully flexible and allow you to setup a dynamic sequence of questions and answers, allowing you to gain insight in what is driving your business.
In many cases you might want to report on question dependencies. For instance, 'what do customers that answered A to question 1, answer to question 2. This will provide a real drill down report with the Survey.

Lets look at this requirement with a Net Promotor Score (NPS) example.
Question 1 NPS Question:  How likely are you to recommend us to a friend or colleague?
Question 2 Root Cause Question:  What is the main reason for this rating?

We would like to do a Pareto analysis on the root cause per NPS Score. In other words, what is the main reason why people would recommend us and what is the main reason why they wouldn't?. This can be done in a nice column diagram that is sorted in counter. But the data needs to be available in a specific manner to be able to relate two questions to each other.

Wednesday, May 31, 2017

Creating tables with the AET in SAP CRM

Most of us are aware of the AET, the Application Enhancement Tool. It can be used to add fields to standard SAP objects in a safe and flexible way. It is also possible to create new relations with 1-to-many relationships to standard SAP Objects with the AET.

It has been possible for a long time to enhance the Genil model of standard SAP objects with new 1-to-many relations. The process however can be a bit cumbersome. One good overview can be found here. We need to write quite a bit of code and customizing, which can be error prone to get just right.

When you use the AET to create a new table, most of this work will be done automatically. We will walk through the process and discuss alternatives.

Wednesday, May 24, 2017

Attaching a Barcode to a Sales Order Form in Cloud for Customer

In this scenario, the requirement is to have a barcode on a Sales Order Pdf Form for each product. This barcode is based on an own specific customer product ID number. In this case, the customer can scan the delivered products into their own system via hand scanner.

Wednesday, May 17, 2017

How to switch off standard SAP C4C email notifications

For many customers there is a need to send notifications by email to the respective users. For example when a transaction has been created or when it has reached a certain status.

As many of you probably already know, this is very easily configurable by using workflow rules. These workflow rules can be set up in such a way that it meets your business needs perfectly. You can define the email subject and content text as you wish and it is possible to add different attributes like object ID, business partner name etc.

So far, so good; however in most SAP Hybris C4C projects there are certain settings that are 'switched on' – when you are defining your project scope – which is usually executed long before the actual go-live. One of those switches contains the setting that the system automatically sends out an email notification as soon as a transaction has been created.

By the time you have created all the new workflow email notifications and the system is completely set up, you realize that there is already an email notification that is sent to the users à result: double the amount of email notifications in the recipient inbox à result: unhappy users.

The content of this automatic email notification is very basic:

It is also not possible to influence the content of that email. Therefore it would be best to make sure the users do not receive this email anymore.

There are two ways to do this:
1. Users 'unsubscribe' themselves from email notifications
2. Switch off the standard email notification completely

I will describe both ways, by using the example of a newly created service ticket.

Wednesday, May 10, 2017

BOL programming tips

When you program in the Business Object Layer you often use class CL_CRM_BOL_CORE e.g. for starting up the BOL or retrieve a Root Object. The latter is done using method GET_ROOT_ENTITY and requires the internal GUID of the object. Method GET_ACCESS_ENTITIES however retrieves objects using business keys like shown in the BOL Model Browser. This method can handle Access Objects, like the name suggests, but also Root Objects.

Wednesday, May 3, 2017

CRM add-on for S/4HANA: The end of SAP CRM. And now what?

Yes, the end of SAP CRM is near! With the latest announcement of SAP about the CRM add-on on S/4HANA we can conclude that the end of SAP CRM as an independent CRM system is coming. This process was already started with products (e.g. SAP Hybris C4C (yC4C) and yMarketing) from the SAP Hybris suite and with the introduction of YAAS and its related products; Service Engagement Center and Next Generation Order Management. But do I have to fear as an existing SAP CRM user? Absolutely not! This blog will explain the 4 options you have; continue, replace, transform or consolidate. 

Wednesday, April 26, 2017

From Siebel to SAP CRM with Scrum

In my project we are rolling out SAP CRM On Premise for sales, service and marketing to all global regions for an international consumer products company. 
For one of the regions we are replacing the current Siebel application, that is in use by about 700 users to support sales and service processes, by SAP CRM. This blogs provides project experience on how to accomplish such a migration project from Siebel to SAP CRM in a short time frame with a scrum way of working.

Wednesday, April 19, 2017

SAP Hybris Service Engagement Center

By now everybody is aware that SAP CRM and SAP Cloud for Service are the service solutions SAP offers. Recently SAP added a new solution to their portfolio and this is called SAP Hybris Service Engagement Center. This new solution aims at leveraging the knowledge and experience of your customers and your customer service employees in the sales process. Customers don't want to extensively search for answers to their questions, nor do they want to wait days for companies to answer a question. If they can't easily find the answer and can't ask the question easily they start researching alternatives. If this happens, the chance of successful sales is drastically reduced.

Wednesday, April 12, 2017

Restricting access to the Hybris Commerce Backoffice application

With the SAP Hybris Commerce 6.0 release, the Customer Service Cockpit is migrated into the Backoffice application. With this change, SAP Hybris has officially deprecated the HMC (SAP Hybris Management Console) and moved their first major legacy cockpit into the Backoffice.

As the Backoffice will not only be used by administrator users, but also by others, such as key-users or local administrators, we would like to restrict access to the application to certain data, functionality and configuration settings. Let’s see how we can do this. In this example, we want to restrict access for so called portal administrators to only maintain companies, customers and user groups.

Wednesday, April 5, 2017

Optimizing an implementation

A lot of organizations use a SAP CRM system to manage their customer related activities in the field of Marketing, Sales and Service. As with all IT systems, a CRM system requires regular updates and maintenance in order to keep it up-to-date, and when a system eventually is outdated an entirely new system can be implemented.

Wednesday, March 29, 2017

Let's start

Together, we get the job done. After various consultations there’s a lot of positive energy. We know what needs to happen. We’ve allocated the tasks and we promise to support each other. We all feel confident. But have we really understood each other? Is this a good starting point?

Wednesday, March 22, 2017

SAP Customer Connection update

The benefits of the SAP Customer Connection initiative have been mentioned a few times before in our blogs (in 2013 and 2014). 

Since last mentioning in our blog, SAP has realized another 150+ new features for the CRM on premise solution. And the 2017 cycle  is already running at full speed - votes have been collected, scoping is done - on April 1 their 2017 development track starts for this year’s chosen improvements.

For those not familiar with this initiative, in short: SAP customers can request new features, these can be voted upon by all other customers. SAP regularly evaluates the requests, and realizes every year a lot of these , spread over all SAP areas (SAP ECC, SAP CRM on premise etc).

Wednesday, March 15, 2017

It's never too late to Validate!

As you'll probably know every 3 months a new release of SAP Hybris Cloud for Customer is being pushed to all users, resulting in all system tenants being upgraded with new features, bug fixes and performance improvements. Also this time, Release 1702 contains several nice features which can be of great help to streamline your business processes. One of these new features is the Validation Editor. If the expression 'Garbage In, Garbage Out' sounds very familiar to you, this blog can be of great help to you. Because it's obvious that data pollution has a bad influence on the effectiveness and efficiency of your company.

Wednesday, March 8, 2017

SQL Console for SAP Table selection

One of the things I do in SAP, is making data queries… a lot of queries. I make them to answer a business question, to test if code works, or simply because I need to retrieve a certain record.

Most of the time transaction SE16 works fine for me. I export the results from one table and upload them again in the other tables selection screen. However, if the amount of data or total number of tables to join increases, the number of manual steps increases.

Since I want to limit manual work as much as I can, I therefore use the SAP QuickViewer (transaction SQVI). This tool allows you to make a join and quick representation of data in minutes, but is also very, very legacy and does not include certain functions, like advanced joining or sorting upfront.

Luckily there is an alternative: using the SQL Console in Eclipse…

Wednesday, March 1, 2017

Migrating Marketing Attributes With Data Workbench

Today’s blog is about how to utilize the data workbench for importing and/or updating marketing attribute values in SAP Hybris C4C.

The data workbench functionality has been around for a while now; although little has been written about this specific topic. The purpose of this blog is to provide you some guidance through the process which could help you to execute your next data migration challenge with ease. 

Wednesday, February 22, 2017

Introducing SAP Hybris Marketing in the Cloud

SAP has recently introduced SAP Hybris Marketing as a cloud solution, known as SAP Hybris Marketing Cloud or SAP S/4HANA Marketing Cloud. That is a very interesting proposition with the comprehensive SAP Hybris Marketing integrated platform delivering support on the full end-to-end marketing process without the hardware investment upfront.

As stated, this cloud solution supports all parts of the marketing process. It offers real-time insight into the business leads in all its life cycle stages, from the first anonymous clicks on the company website to a nurtured lead that can be further qualified and converted by a sales team.

This blog contains a first overview of the available functionality of SAP Hybris Marketing in the Cloud. Obviously, there is far more functionality available as listed here, but these are the main bits and it will provide you a good overview of the marketing capabilities of this solution.

Wednesday, February 15, 2017

Changing or removing set types and attributes in SAP CRM On-Premise

Attributes and set types are an easy way to add additional characteristics to your product master.

In this blog we assume that you are already familiar with creating set types and attributes but that you run into issues when you want to remove or change an existing set type.

For those who are not familiar with set types and attributes a short introduction: 
Set types and attributes can be maintained via the transaction COMM_ATTRSET in CRM.
First you create your attributes which are then grouped in a set type. The set type is then assigned to a product category via transaction COMM_HIERARCHY and the attributes become available in your product master.

But once you have defined a set type in a particular way and it is being used, it cannot simply be changed. And that is where this blog will give you some useful tips.

Wednesday, February 8, 2017

How to consume an On-Premise REST service via SAP API Management and SAP HCI (HCP-IS) using JWT for authorization and authentication

In this blog, I want to share how we could a invoke a REST call on an on-Premise SAP Hybris commerce system from SAP API Management using JWT ( JSON Web Tokens) via SAP HCI (HCP-IS). This blog focuses on the configuration done on SAP API Management & SAP HCI.
If you want more information on the configuration of SAP Hybris Commerce System or enabling JWT for authorization and authentication, check the official documentation on SAP API Management and JSON Web Tokens.

This scenario is about an App (mobile or desktop) to search products on an SAP Hybris system via an API which is published on SAP API management using a JWT token.

Wednesday, February 1, 2017

Why integration is key for improving your customer engagement

It’s not easy being a marketer these days according to a recent study done by Forrester about marketing. Did you now that, on average, marketers have 15 separate systems that house various parts of customer information? 15?!

What does this mean for a marketer? Well first of all, you can bet the information in these 15 systems is not in sync, which means that the marketer basically cannot say which information is correct. Secondly if you, as a marketer, want to create a target group for a certain campaign you will have to get data from a lot of systems in order to segment on data that is relevant. This process is very time consuming and there is a big chance that you are engaging your customers based on incorrect information.

Wednesday, January 25, 2017

How to add realtime graphs in the SAP Web UI

We as ‘mere’ humans are not very good at processing raw statistical data visually when it’s delivered to us in an unrefined form. We are, however, very good in detecting complex patterns when data is presented to us in a graph or a chart. In fact, humans are often better able to see patterns than modern computer programs nowadays. So it is no wonder that we as software developers are often asked by our clients to visualize data in a more comprehensible ( read graphical ) way. If we take a look at the SAP CRM Web UI we see that the graphic possibilities that standard SAP is providing us are limited. As a developer I never want to settle for ‘No’ as an answer so in this blog I will explore the possibilities to enhance the SAP CRM Web UI graphically by using JavaScript libraries.

Wednesday, January 18, 2017

What’s “new” in Fiori 2.0?

SAP has been around for a while. A grasp from the past shows many faces when it comes to SAP’s UI strategy. Special thanks to for some ancient screenshots.

With the 00’s still showing multiple tracks for UI development (SAP GUI, Webdynpro, BSP’s, SAP Netweaver Business client), SAP introduced SAP Fiori in 2013.

It appears SAP Fiori is here to stay, and I must admit I am glad. SAP has been criticized for their lack of attention to user interfaces. This resulted in gluing, patching and scripting their way towards the light. This in turn resulted in unstable user interfaces and complex browserversion compatibility.

Long story short, from every perspective, I am happy that SAP Fiori is here to stay. Now that the dust around SAP Fiori is settled, SAP launched a new version last year, SAP Fiori 2.0.

Unlike the new version number suggests, SAP Fiori 2.0 is not a software version with an exact launch date, it should be more considered ‘a new era’ of Fiori, where it matures to a more completed product.

So what are the key take-aways for this new era of Fiori?

Wednesday, January 11, 2017

SAP Hybris Cloud for Customer and automated testing


On a regular frequency we get the question whether it is possible to process test cases automatically instead of going through the test scripts manually. The answer to this question is: yes, this is possible. There are various software tools that can assist you in this requirement.

Wednesday, January 4, 2017

Automated task creation from Customer in C4C

In this scenario the requirement is to automatically create Activity Tasks for customers when certain conditions are met. For example, the business partner is still a Prospect. Also, part of the requirement is to assign the task to a certain employee from the Account Team.

Normally, this would be a nice opportunity to make use of the workflow capabilities in C4C. The advantage would be that you give the business user control in defining rules to configure the conditions for which an Activity Task will be created automatically. In order for this to work, the developer is required to create an action linked to the Customer BO, so that the action will be available for selection during workflow creation. Unfortunately, the Customer BO extension does not support actions (or associations and other node extensions). Trying to create an action in the Customer BO extension results in an error message: