SAP CRM 7.

0 September 2010 English

Lean Campaign Management (C39)

&'siness Pro(ess Do('mentation

SAP AG Dietmar-Hopp-Allee 1 !1!0 "all#or$ German%

SAP Best Practices

)ean Campaign Management* +C,!-* &PD

Copyright
. 2010 SAP AG. All rights reser/e#. 0o part o$ this p'bli(ation ma% be repro#'(e# or transmitte# in an% $orm or $or an% p'rpose 1itho't the e2press permission o$ SAP AG. 3he in$ormation (ontaine# herein ma% be (hange# 1itho't prior noti(e. Some so$t1are pro#'(ts mar4ete# b% SAP AG an# its #istrib'tors (ontain proprietar% so$t1are (omponents o$ other so$t1are /en#ors. Mi(roso$t5 "in#o1s5 E2(el5 6'tloo45 an# Po1erPoint are registere# tra#emar4s o$ Mi(roso$t Corporation. 7&M5 D&25 D&2 8ni/ersal Database5 S%stem i5 S%stem i95 S%stem p5 S%stem p95 S%stem 25 S%stem :5 S%stem :105 S%stem :!5 :105 :!5 iSeries5 pSeries5 2Series5 :Series5 eSer/er5 :;<M5 :;6S5 i9;6S5 S;,!05 6S;,!05 6S;=005 AS;=005 S;,!0 Parallel Enterprise Ser/er5 Po1er<M5 Po1er Ar(hite(t're5 P6"ER >5 P6"ER 5 P6"ER9>5 P6"ER95 P6"ER5 6penPo1er5 Po1erPC5 &at(hPipes5 &la#eCenter5 S%stem Storage5 GP?S5 HACMP5 RE3A705 D&2 Conne(t5 RAC?5 Re#boo4s5 6S;25 Parallel S%sple25 M<S;ESA5 A7@5 7ntelligent Miner5 "ebSphere5 0et$init%5 3i/oli an# 7n$ormi2 are tra#emar4s or registere# tra#emar4s o$ 7&M Corporation. )in'2 is the registere# tra#emar4 o$ )in's 3or/al#s in the 8.S. an# other (o'ntries. A#obe5 the A#obe logo5 A(robat5 PostS(ript5 an# Rea#er are either tra#emar4s or registere# tra#emar4s o$ A#obe S%stems 7n(orporate# in the 8nite# States an#;or other (o'ntries. 6ra(le is a registere# tra#emar4 o$ 6ra(le Corporation. 807@5 @;6pen5 6S?;15 an# Moti$ are registere# tra#emar4s o$ the 6pen Gro'p. Citri25 7CA5 Program 0eighborhoo#5 Meta?rame5 "in?rame5 <i#eo?rame5 an# M'lti"in are tra#emar4s or registere# tra#emar4s o$ Citri2 S%stems5 7n(. H3M)5 @M)5 @H3M) an# ",C are tra#emar4s or registere# tra#emar4s o$ ",CA5 "orl# "i#e "eb Consorti'm5 Massa(h'setts 7nstit'te o$ 3e(hnolog%. Ba/a is a registere# tra#emar4 o$ S'n Mi(ros%stems5 7n(. Ba/aS(ript is a registere# tra#emar4 o$ S'n Mi(ros%stems5 7n(.5 'se# 'n#er li(ense $or te(hnolog% in/ente# an# implemente# b% 0ets(ape. SAP5 R;,5 SAP 0et"ea/er5 D'et5 PartnerE#ge5 &%Design5 Clear Enterprise5 SAP &'siness6bCe(ts E2plorer5 an# other SAP pro#'(ts an# ser/i(es mentione# herein as 1ell as their respe(ti/e logos are tra#emar4s or registere# tra#emar4s o$ SAP AG in German% an# other (o'ntries. &'siness 6bCe(ts an# the &'siness 6bCe(ts logo5 &'siness6bCe(ts5 Cr%stal Reports5 Cr%stal De(isions5 "eb 7ntelligen(e5 @(elsi's5 an# other &'siness 6bCe(ts pro#'(ts an# ser/i(es mentione# herein as 1ell as their respe(ti/e logos are tra#emar4s or registere# tra#emar4s o$ SAP ?ran(e in the 8nite# States an# in other (o'ntries. All other pro#'(t an# ser/i(e names mentione# are the tra#emar4s o$ their respe(ti/e (ompanies. Data (ontaine# in this #o('ment ser/es in$ormational p'rposes onl%. 0ational pro#'(t spe(i$i(ations ma% /ar%. 3hese materials are s'bCe(t to (hange 1itho't noti(e. 3hese materials are pro/i#e# b% SAP AG an# its a$$iliate# (ompanies +DSAP Gro'pD- $or in$ormational p'rposes onl%5 1itho't representation or 1arrant% o$ an% 4in#5 an# SAP Gro'p shall not be liable $or errors or omissions 1ith respe(t to the materials. 3he onl% 1arranties $or SAP Gro'p pro#'(ts an# ser/i(es are those that are set $orth in the e2press 1arrant% statements a((ompan%ing s'(h pro#'(ts an# ser/i(es5 i$ an%. 0othing herein sho'l# be (onstr'e# as (onstit'ting an a##itional 1arrant%.

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Icons
Icon Meaning Ca'tion E2ample 0ote Re(ommen#ation S%nta2

Typographic Conventions
Type Style Example text Description "or#s or (hara(ters that appear on the s(reen. 3hese in(l'#e $iel# names5 s(reen titles5 p'shb'ttons as 1ell as men' names5 paths an# options. Cross-re$eren(es to other #o('mentation. Example text E@AMP)E 3E@3 Emphasi:e# 1or#s or phrases in bo#% te2t5 titles o$ graphi(s an# tables. 0ames o$ elements in the s%stem. 3hese in(l'#e report names5 program names5 transa(tion (o#es5 table names5 an# in#i/i#'al 4e% 1or#s o$ a programming lang'age5 1hen s'rro'n#e# b% bo#% te2t5 $or e2ample5 SE)EC3 an# 70C)8DE. S(reen o'tp't. 3his in(l'#es $ile an# #ire(tor% names an# their paths5 messages5 so'r(e (o#e5 names o$ /ariables an# parameters as 1ell as names o$ installation5 'pgra#e an# #atabase tools. Ee%s on the 4e%boar#5 $or e2ample5 $'n(tion 4e%s +s'(h as ENTER 4e%.
F2-

Example text

EXAMPLE TEXT

or the

Example text <Example text>

E2a(t 'ser entr%. 3hese are 1or#s or (hara(ters that %o' enter in the s%stem e2a(tl% as the% appear in the #o('mentation. <ariable 'ser entr%. Pointe# bra(4ets in#i(ate that %o' repla(e these 1or#s an# (hara(ters 1ith appropriate entries.

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Contents
1 P'rpose.................................................................................................................................. 9 2 PrereF'isites.......................................................................................................................... 9 2.1 Master Data an# 6rgani:ational Data.............................................................................9 2.2 Roles............................................................................................................................... 9 2., Preliminar% Steps............................................................................................................ 2.,.1 )og on to CRM "ebClient 87.................................................................................... , Pro(ess 6/er/ie1 3able........................................................................................................ 7 = Pro(ess Steps........................................................................................................................ G =.1 Create Mar4eting Plan..................................................................................................... G =.2 Create Campaigns........................................................................................................... ! =., 6ptional* Create Campaigns 1itho't Re$eren(e to Mar4eting Plan Element.................11 =.= &'siness Partner Segmentation....................................................................................12 =.=.1 Create 3arget Gro'p............................................................................................... 12 =.=.2 Create 3arget Gro'p 8sing E2ternal A##ress )ist..................................................19 =.=., 6ptional* Create 3arget Gro'p 8sing &7 Ee% ?ig'res.............................................20 =.9 Pro(ess Campaign E2e('tionH....................................................................................22 =.9.1 H /ia 6pen Channel +Alternati/e 1-........................................................................22 =.9.2 H /ia E-Mail Creation +Alternati/e 2-......................................................................29 =.9., H /ia Call )ist +Alternati/e ,-..................................................................................2 =.9.= H 1ith )ea# Creation +Alternati/e =-......................................................................2G 9 ?ollo1-8p Pro(ess............................................................................................................... ,0 Reporting.............................................................................................................................. ,1

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Lean Campaign Management 1 Purpose

3his s(enario #es(ribes the planning5 e2e('tion5 an# anal%sis o$ a mar4eting (ampaign $or a tra#e sho1 e/ent.

Prere!uisites
"1 Master Data an# $rgani%ational Data
Essential master an# organi:ational #ata 1ere both (reate# in an#;or repli(ate# to %o'r CRM s%stem #'ring the implementation phase5 s'(h as the #ata that re$le(ts the organi:ational str'(t're o$ %o'r (ompan% an# master #ata that s'its its operational $o('s5 $or e2ample5 master #ata $or materials an# ('stomers. 8se %o'r o1n master #ata +or the $ollo1ing &aseline Pa(4age s(enario #ata liste# belo1 i$ %o' ha/e installe# an SAP &est Pra(ti(es &aseline Pa(4age- to go thro'gh the b'siness pro(ess pro(e#'re* Master & org" #ata Prospe(t 1 +('stomerProspe(t 2 +('stomerProspe(t , +('stomerProspe(t = +('stomerPro#'(t Mar4eting Manager 'alue 10000! +C'stomer Domesti( 0!100001 +C'stomer Domesti( 01100002 +C'stomer Domesti( 02 100000 +C'stomer Domesti( 00H21 +3ra#ing Goo#...10,00 - Melanie Ri(har#

" (oles
)se
3he $ollo1ing roles m'st ha/e been in (reate# in or#er to test this s(enario 'sing the SAP CRM "ebClient 87. 3he roles in this &'siness Pro(ess Do('mentation nee# to be assigne# to the s%stem 'ser+s- testing this s(enario. )og on to the CRM "ebClient 87 1ith the $ollo1ing 'sers* *usiness (ole &P Mar4eting Manager *us" (ole ID &PIME3IMA0 System )ser ME3IMA0 +mployee Melanie Ri(har# Pass,or# 1el(ome

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"3 Preliminary Steps

"3"1 -e.Client )I )se
3he p'rpose o$ this a(ti/it% is to #es(ribe ho1 the mar4eting manager gets $irst-time a((ess to the SAP CRM "ebClient 87. 3here are t1o options* A((ess $rom SAPG87 or /ia 8R).

Log on to C(M

Prere!uisites
3he appropriate SAP CRM "ebClient role $or the mar4eting manager has been assigne# to the mar4eting emplo%ee 'ser +MKT_MAN) in the CRM s%stem.

Proce#ure
1. Close all open bro1ser 1in#o1s. 2. A((ess the SAP CRM "ebClient 87* $ption 1/ 0ccess 1rom S0P 2)I via Transaction/ 1. 7n the inp't $iel# $or transa(tions5 enter transa(tion CRM_UI an# press Enter. $ption / 0ccess 1rom S0P 2)I/ 1. )og on to the CRM s%stem 1ith the 'ser $or the &P Mar4eting Manager. 2. ?rom the SAP men' (hoose Favorites. ?rom the (onte2t men' (hoose Add Other Objects. ,. Sele(t 8R) t%pe BS Application. =. Enter the $ollo1ing #ata* 3iel# name &SP Appli(at. Des(ription Start Page 9. Choose !ontin"e. . Choose !#M $eb!lient %& $rom the ?a/orites. 7. 7n the #ialog bo2 SA $eb Application Server' enter the $ollo1ing #ata an# (hoose OK* 3iel# name 8ser name Pass1or# $ption 3/ 0ccess via )(L/ 3he CRM "ebClient 87 (an also be a((esse# 'sing a 8ni$orm Reso'r(e )o(ator +8R)-. 3he 8R) o$ the CRM "ebClient 87 has the $ollo1ing str'(t're +#e$a'lt (on$ig'ration-* http*;;JHost 0ameK.JDomain 0ameK.JE2tensionK*JPort 0'mberK;sap;(rmIlogonLsap(lientMJ(lient n'mberK )ser action an# values ME3IMA0 1el(ome )ser action an# values CRMI87IS3AR3 CRM "ebClient 87 #e$a'lt.htm

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?or e2ample* http/&&u4cirs%",#1"sap"corp/566 7&sap&crm8logon9sap:client;166 Host 0ame5 Domain 0ame an# E2tension (an be #eri/e# $rom the message ser/er o$ the 'n#erl%ing CRM s%stem. 3he port (an be #etermine# as $ollo1s* 1. Call transa(tion SM7CM. 2. Choose (oto Services. ,. ?rom the Active Services list (hoose the port $or the H33P ser/i(e.

(esult
No' ha/e entere# the SAP CRM "ebClient 'ser inter$a(e as &P Mar4eting Manager 1ith 'ser MKT_MAN.

Process $vervie, Ta.le

*usiness con#ition
A((ess to Mar4eting Calen#ar Mar4eting plan

Process step
Create Mar<eting Plan Create Campaigns

*usiness role
Mar4eting Manager Mar4eting Manager

+4pecte# results
Mar4eting plan 1ith $o'r relate# mar4eting elements 3hree #i$$erent (ampaigns $or the (hannels letter5 email5 an# lea#s 3arget Gro'p (reate# 1ith or 1itho't e2ternal list management 3hree #i$$erent t%pes o$ (ampaign e2e('tion ha/e been reali:e#* 6pen (hannel5 E-Mail5 )ea# generation

*usiness Partner Segmentation Campaign +4ecution

&'siness Partners e2ist in s%stem 3arget Gro'ps ha/e been (reate#

Mar4eting Manager

Mar4eting Manager

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Process Steps

="1 Create Mar<eting Plan

)se
3he o/erall str'(t're o$ %o'r mar4eting plan an# mar4eting plan elements that 1ill be rele/ant $or the ('rrent %ear has to be #e$ine#. No' 'se mar4eting proCe(ts management to set 'p an# str'(t're all %o'r mar4eting initiati/es5 to plan spe(i$i( proCe(t-relate# 4e% $ig'res5 to e2e('te the proCe(ts5 an# $inall% to monitor their s'((ess an# their (osts. 7$ %o' 1ish5 %o' (an also set 'p m'lti-le/el or m'lti-1a/e proCe(ts that (an r'n a'tomati(all% on(e the% are triggere#. No' (an (reate mar4eting proCe(ts in the Mar4eting Calen#ar or the Mar4eting Planner. 3he Mar4eting Calen#ar is #esigne# to a(t as a (entral point o$ entr% an# to pro/i#e a 1or4ing area that gi/es %o' an o/er/ie1 o$ all promotional e/ents 1ithin a (ertain time range5 pro/i#ing basi( in$ormation5 s'(h as the name o$ the promotion5 stat's an# time range in the $orm o$ bars. 7t also allo1s %o' to (reate (ampaigns b% (reating a bar #ire(tl% in the appropriate time range an# to res(he#'le an% o$ %o'r planne# a(ti/ities b% mo/ing or stret(hing this bar. No' (an also #elete the a(ti/it% or (op% it else1here. 3he Mar4eting Planner is a planning tool 1hi(h %o' (an 'se to a((ess an# (arr% o't all o$ %o'r mar4eting a(ti/ities. 3he mar4eting plan 1ill be (reate# in the Mar4eting Planner #ire(tl%.

Proce#ure
1. )og on to the CRM "ebClient 1ith the 'ser $or the mar4eting manager. 2. A((ess the $ollo1ing a(ti/it% $rom the na/igation bar* S0P C(M -e.Client menu Mar)etin* !reate+ Mar)etin* lan

,. 6n the Mar)etin* lan+ Ne, s(reen ma4e the $ollo1ing entries* 3iel# name (eneral -ata 7D Des(ription 3%pe -ates Planne# Start Planne# En# 01.01.Jne2t %earK ,1.12.Jne2t %earK C;MP01 6/erall Mar4eting Plan $or Jne2t %earK Mar4eting Promotion )ser action an# values

=. Sele(t #eleased $rom Ne, Stat"s. 9. Choose Sho, /ierarch0. . 7n or#er to (reate $o'r mar4eting plan elements +one $or ea(h F'arter o$ the %ear-5 highlight the pre/io'sl% (reate# mar4eting plan in the /ierarch0 s(reen area +i$ not alrea#% highlighte#- an# (hoose Ne,. 7. 6n the !reate Mar)etin* roject 1eb page #ialog bo2 ma4e the $ollo1ing entries*

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3iel# name Create 0e1 7D 0e1 Des(ription G. Choose !reate.

)ser action an# values Mar4eting Plan Element C;MP01-O01 Mar4eting A(ti/ities $or O1 Jne2t %earK

!. 7n the Mar)etin* lan Element -etails s(reen enter the $ollo1ing /al'es* 3iel# name Basic -ata Planne# Start Planne# En# 3%pe Stat"s 0e1 Stat's 10. Choose Save. 11. Repeat steps 9-G to (reate the other three mar4eting plan elements that represent the mar4eting a(ti/ities $or ea(h F'arter o$ a %ear* C;MP01-O02 +Mar4eting A(ti/ities $or O2 Jne2t %earK-5 01.0=. P ,0.0 .Jne2t %earK C;MP01-O0, +Mar4eting A(ti/ities $or O, Jne2t %earK-5 01.07. P ,0.0!.Jne2t %earK C;MP01-O0= +Mar4eting A(ti/ities $or O= Jne2t %earK-5 01.10. P ,1.12.Jne2t %earK Release# 01.01.Jne2t %earK ,1.0,.Jne2t %earK Mar4eting Promotion )ser action an# values

(esult
A mar4eting plan 1ith $o'r relate# mar4eting plan elements has been (reate#. 0o1 %o' ha/e (omplete# all man#ator% prereF'isites in or#er to be able to assign a (ampaign pro(ess to an e2isting mar4eting plan str'(t're.

=" Create Campaigns

)se
A ne1 (ampaign shall be (reate# $or a planne# single tra#e sho1 e/ent 1ithin the o/erall mar4eting plan.

7n or#er to #emonstrate three #i$$erent 1a%s o$ (ampaign e2e('tion 1ithin this s(enario5 it is ne(essar% to (reate three #i$$erent (ampaignsQ one $or ea(h t%pe o$ e2e('tion.

Proce#ure
1. A((ess the $ollo1ing a(ti/it% $rom the na/igation bar* S0P C(M -e.Client menu Mar)etin* Search+ Mar)etin* !alendar

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2. Con$irm the se('rit% message i$ ne(essar%.

&e s're that %o' ha/e implemente# the most ('rrent 1ava 2 #"ntime Environment on %o'r (lient PC +e.g.5 SE v3.4.2_56 or higher-. 3o (he(4 this5 (hoose Start !ontrol anel 1ava l"*7in. 7n the #ialog bo25 (hoose &n8o. ,. 6n the Search+ Mar)etin* rojects s(reen5 enter5 $or e2ample5 the emplo%ee responsible 7D as sear(h (riteria to sele(t %o'r ne1 mar4eting plan +elements- an# (hoose Search* Search criteria Emplo%ee Responsible 7D Search operator is Search value 10,00 +Melanie Ri(har#-

=. 7n or#er to sa/e the sear(h res'lt5 %o' (an enter the $ollo1ing /al'es an# (hoose Save* 3iel# name Sa/e Sear(h As 'alue Mar4eting A(ti/ities Jne2t %earK

9. 7n or#er to (reate a ne1 (ampaign #'ring the $irst F'arter5 highlight5 $or e2ample5 the ne1 mar4eting plan element !9M 537:53 an# (hoose Ne, !ampai*n $rom the res'lt list toolbar. . Right mo'se-(li(4 on the ne1 element. 7n the (onte2t men' (hoose roperties. 7. Maintain the $ollo1ing /al'es* 3iel# name -etails 7#enti$i(ation Des(ription -ate ; Time Start En# G. Choose -etails. !. Con$irm the #ata (hange in$ormation #ialog bo2 1ith <es. 10. 6n the !ampai*n -etails assignment blo(4 (hoose Edit. 11. Maintain the $ollo1ing a##itional (ampaign #etails* 3iel# name (eneral -ata 3%pe 6bCe(ti/e 3a(ti( Priorit% Pro#'(t Promotion &ran# A1areness 3ra#e Sho1 High )ser action an# values 01.02.Jne2t %earK 2G.02. Jne2t %earK C;MP01-O01-C01 3ra#e Sho1 Campaign +)etter)ser action an# values

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Ma4e s're that the higher-le/el mar4eting proCe(t +parent- !9M 537:53 is properl% maintaine#. 3o (he(4 this5 (hoose Sho, /ierarch0 to #ispla% the higher le/el mar4eting proCe(t +parent- #etails. Choose %p to #ispla% the higher-le/el hierar(h% obCe(ts. A$ter %o' ha/e (he(4e# the #etails (hoose Bac).

12. 7n or#er to assign a rele/ant pro#'(t5 (hoose Edit =ist in assignment blo(4 rod"cts5 i$ reF'ire#. 1,. Enter the rele/ant pro#'(t 'sing the inp't help. +7n the Search 8or rod"cts #ialog bo25 sear(h $or the pro#'(t5 mar4 the pro#'(t in the #es"lt =ist an# (hoose !hoose.1=. Choose Save. 19. Choose Bac) in or#er to go ba(4 to the Mar4eting Calen#ar.

1 . 7n the Mar4eting Calen#ar the mar4eting plan Overall Mar)etin* lan 8or ><ear? is no1 #ispla%e# as a hierar(h% in(l'#ing all assigne# mar4eting elements an# the ne1l% (reate# (ampaign. 17. Repeat steps 9-19 in or#er to (reate the $ollo1ing three a##itional campaigns. No' (an (hoose the $ollo1ing 7Ds an# #es(riptions 'sing the same #ata /al'es $or the $irst (ampaign* I#enti1ication C;MP01-O01-C02 C;MP01-O01-C0, C;MP01-O01-C0= Description 3ra#e Sho1 Campaign +E-Mail3ra#e Sho1 Campaign +Call )ist3ra#e Sho1 Campaign +)ea#s$ther 'alues Jsee $irst (ampaignK Jsee $irst (ampaignK Jsee $irst (ampaignK

(esult
?o'r #i$$erent (ampaigns $or the planne# tra#e sho1 ha/e been (reate# an# assigne# to the o/erall mar4eting plan to be e2e('te# /ia $o'r #i$$erent (hannels.

="3 $ptional/ Create Campaigns ,ithout (e1erence to Mar<eting Plan +lement

)se
3his se(tion #es(ribes ho1 to (reate (ampaigns #ire(tl%. A re$eren(e to a mar4eting plan element is not a'tomati(all% (reate#. Ho1e/er5 %o' ha/e the possibilit% to assign the (ampaign to a mar4eting plan element.

Proce#ure
1. A((ess the $ollo1ing a(ti/it% $rom the na/igation bar* S0P C(M -e.Client menu 2. Maintain the $ollo1ing /al'es* Mar)etin* !reate+ !ampai*n

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3iel# name -etails 7D Des(ription -ate ; Time Start En# (eneral -ata 3%pe 6bCe(ti/e 3a(ti( Priorit%

)ser action an# values

Enter an 7D %o' 1ant to 'se as i#enti$ier 3ra#e Sho1 Campaign +)etter-

01.02.Jne2t %earK 2G.02. Jne2t %earK

Pro#'(t Promotion &ran# A1areness 3ra#e Sho1 High

3o assign the (ampaign to a mar4eting plan element5 (arr% o't the $ollo1ing steps* Choose the inp't help ne2t to the arent $iel#. 7n the Select arent Mar)etin* roject #ialog bo2 sear(h $or the mar4eting plan element to 1hi(h %o' 1ant to assign the (ampaign +$or e2ample C;MP01-O01-.

,. 7n or#er to assign a rele/ant pro#'(t5 (hoose Edit =ist in assignment blo(4 rod"cts. =. Choose the pro#'(t 'sing the inp't help. 7n the sear(h #ialog bo25 sear(h $or the pro#'(t5 mar4 the line 1ith the rele/ant pro#'(t an# $rom the res'lt list (hoose !hoose. 9. Choose Save.

="= *usiness Partner Segmentation

="="1 )se
A$ter %o' s'((ess$'ll% (reate# %o'r mar4eting plans5 mar4eting plan elements5 an# (ampaigns in a#/an(e %o' (an no1 #e$ine %o'r b'siness partners that sho'l# be a##resse# 1ith %o'r initial (ampaign. 3here$ore %o' (an initiate an appropriate ('stomer segmentation pro(ess. 3o (omm'ni(ate 1ith %o'r ('stomers in a targete# manner5 %o' m'st 4no1 1ho %o'r ('stomers are5 1hat their interests are an# 1hat patterns their p'r(hasing beha/ior $ollo1. 3he e2isting mar4eting #ata on %o'r b'siness partners is there$ore a /al'able reso'r(e 1hen mo#eling target gro'ps $or %o'r mar4eting a(ti/ities. 3he #i/ision o$ %o'r ('stomer master into #i$$erent gro'ps is (alle# ('stomer segmentation an# #epen#s hea/il% on the planne# mar4eting a(ti/it%. 3he segments (reate# in this 1a% (an then be $'rther pro(esse# in /ario's 1a%s5 #epen#ing on the reF'irements an# pre$eren(es o$ the b'siness partners the% (ontain. No' (reate target gro'ps 1ith the help o$ #i$$erent #ata so'r(es b% (ombining sele(tion (riteria $rom so'r(es in(l'#ing 7n$oSet F'eries5 b'siness partner #ata an# a(F'ire# a##ress lists.

Create Target 2roup

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3arget gro'ps (an be assigne# #ire(tl% to mar4eting (ampaigns or 'se# as a##itional (riteria $or pro#'(t proposals. ?rom the CRM Mar4eting Planner5 %o' (an (onta(t the b'siness partners in the target gro'ps /ia n'mero's (onta(t (hannels +i.e.5 e-mail5 telephone5 SMS te2t messaging-. No' also ha/e the option5 ho1e/er5 to (onta(t target gro'ps #ire(tl% 1itho't re$eren(e to a (ampaign. 3he #esign o$ the Segment &'il#er is ill'strate# in the $ollo1ing graphi(*

3he s(reen is #i/i#e# into the $ollo1ing se(tions* Components area 3his area (onsists o$ the $ollo1ing se(tions* Favorites Here %o' (an in(l'#e an% obCe(t+s- - attrib'tes5 $ilter /al'es $or attrib'tes5 pro$iles5 target gro'ps5 an# so on that %o' most $reF'entl% 'se 1hen mo#eling pro$iles. No' (o'l#5 $or e2ample5 store three pro$iles here - DGol#D5 DSil/erD5 an# D&ron:eD (lassi$%ing b'siness partners a((or#ing to their sales. Alternati/el%5 %o' (o'l# (reate a $a/orite (alle# DStan#ar# 3arget Gro'pD (ontaining b'siness partners that are to be (onta(te# in e/er% (ampaign %o' r'n. Search Enables %o' to sear(h $or all the obCe(ts that (an be pro(esse# in the Segment &'il#er. Attrib"te =ists Displa%s the attrib'te lists 1ith 1hi(h pro$iles (an be mo#ele#. ro8ile Sets Displa%s pro$ile sets 3o mo#el pro$iles5 %o' #rag an# #rop obCe(ts $rom the (omponents area to the staging area. Staging area 3he area5 1here the pro$ile mo#eling itsel$ ta4es pla(e. No' #rag the rele/ant sele(tion attrib'tes $rom the (omponents area onto the staging area an# #rop them5 in ea(h (ase right(li(4ing 1ith the mo'se in or#er to #etermine ho1 the attrib'te is (ombine# 1ith other attrib'tes as appropriate. 3he options a/ailable are Keep5 #emove5 an# Split. Detail area Displa%s #ata on the #istrib'tion o$ attrib'te /al'es among b'siness partners in graphi( $orm +pie (hart5 graph5 bar (hart-. 3he 1a% in 1hi(h the #ata is #ispla%e# (an be spe(i$ie# in C'stomi:ing $or C'stomer Relationship Management 'n#er Mar)etin* Se*mentation.

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Proce#ure
1. A((ess the $ollo1ing a(ti/it% $rom the na/igation bar* S0P C(M -e.Client menu Mar)etin* !reate+ Se*ment

2. 6n the ro8ile Set+ Ne, s(reen5 enter the $ollo1ing #ata5 an# (hoose Save* 3iel# name (eneral -ata Pro$ile Set 8sage De#'pli(ation Metho# C'stomers $or 3ra#e Sho1 Campaign 0o De#'pli(ation;8n#o De#'pli(ation )ser action an# values

No' nee# to sa/e the pro$ile set be$ore %o' (an open the Graphi(al Mo#eler. ,. ?rom the toolbar5 (hoose (raphical Modeler to open the Segment &'il#er 3ool. Cli(4 on the empt% s(reen to a(ti/ate the segment b'il#er i$ ne(essar%. =. 6n the Attrib"te =ists tab page 'se the inp't help to sele(t the attrib'te list B _!%ST_!=ASS. 9. ?irst o$ all5 sele(t the attrib'te /al'e <es +$rom the attrib'te !l"b member- an# trans$er it to the staging area 'sing #rag an# #rop +see area #es(ription o$ the Segment &'il#er abo/e-. . A se(on# attrib'te /al'e Trade 8air +$rom the attrib'te Attended Events- (an be pla(e# on top o$ the $irst one5 also 'sing #rag an# #rop. 3he moment the attrib'tes o/erlap5 sele(t option Keep +$rom the #ispla%e# options Keep' #emove an# Split-.

7. 6ptional* 7n a##ition5 %o' (an (ombine the e2isting mar4eting attrib'tes 1ith5 $or e2ample5 a##ress #ata attrib'tes li4e !it0 ostal !ode +here (hoose5 $or e2ample5 attrib'te /al'e 25555 @ 26666- or !o"ntr0 Ke0 +here (hoose5 $or e2ample5 attrib'te /al'e -E- the same 1a%. 3o #o this sele(t the attrib'te list B _!%ST_A--#ESS. G. Right mo'se-(li(4 on the ne1 pro$ile i(on in the staging area an# (hoose roperties $rom the #rop#o1n list. 7n the -escription $iel# %o' (an (hange the #es(ription o$ the pro$ile +$or e2ample !"stomers 8or Trade Sho, >next 0ear?-. Ma4e s're that the pro$ile 'sage is !ampai*n. !. Choose OK to (on$irm. 10. Sa/e the ne1 pro$ile. 11. 0o1 %o' are able to (reate the target gro'p $or %o'r pro$ile. Right mo'se-(li(4 on the i(on in the staging area. ?rom the #rop#o1n men' (hoose B"ild Tar*et (ro"p &n -ialo*. 12. No'r target gro'p is no1 (reate# an# the n'mber o$ b'siness partners (ontaine# in the target gro'p 1ill be #ispla%e# a'tomati(all% in the staging area. Choose Save.

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1,. 6ptional* 7n or#er to assign ne1 b'siness partners 1ho $'l$ill the sele(tion (riteria to %o'r target gro'p a'tomati(all%5 %o' nee# to #e$ine a ba(4gro'n# Cob* Right mo'se-(li(4 in the staging area an# (hoose B"ild Tar*et (ro"p &n Bac)*ro"nd $rom the #rop#o1n men'. Enter /al'es $or the $iel# StartTime an# i$ %o' (hoose to start at a later time $or Start -ate. Choose Exec"te 1ob eriodicall0. 7n the $iel# eriod #e$ine ho1 o$ten the target gro'p sele(tion has to be e2e('te#. Choose OK.

1=. 7$ %o' 1ant to #ispla% the #etails an# all b'siness partners liste# as members o$ the target gro'p5 (hoose Bac). 19. 7n the Tar*et (ro"ps assignment blo(45 (hoose %o'r ne1 target gro'p an# sele(t Edit. All target gro'p #etails an# a list o$ all b'siness partners that $'l$ill %o'r sele(tion (riteria is #ispla%e#. <ia &nsert an# -elete %o' (an a#apt the target gro'p member list man'all%. 1 . 6ptional* 7$ %o' 1ant to (he(4 the (re#it in$ormation $or an assigne# b'siness partner5 sele(t the name o$ the appropriate one. ?rom the 1or4 area toolbar5 open the b'siness partnerRs Fact Sheet. 7n the !redit &n8ormation assignment blo(4 %o' (an (he(4 the ('rrent (re#it limit as 1ell as the /al'e o$ open sales items. +?or #etails (on(erning the $a(t sheet (on$ig'ration see the (on$ig'ration g'i#e o$ b'il#ing blo(4 B5A @ !ross7Topic F"nctions.17. Sa/e %o'r entries.

(esult
0o1 %o' ha/e s'((ess$'ll% (reate# target gro'p !"stomers 8or Trade Sho, (ontaining all b'siness partners that 1ill be a##resse# b% (ampaign.

="=" )sing +4ternal 0##ress List )se

Create Target 2roup

External List Management (ELM) is 'se# to 'ploa# b'siness partners into the s%stem an# to (reate a target gro'p $rom the list. 3his target gro'p (an be 'se# to (reate lea#s a'tomati(all% a$ter1ar#s. A$ter an e/ent too4 pla(e %o' might ha/e gathere# some b'siness (ar#s $rom potential ('stomers 1ho tol# %o' that the% 1ere /er% intereste# in %o'r ne1 a#/ertise# pro#'(t. 7n or#er to 'ploa# the b'siness partner #ata %o' sho'l# ha/e gathere# the a##ress #etails in a separate CS< $ile as e2plaine# in the (on$ig'ration g'i#e o$ b'il#ing blo(4 !22 @ !#M =ean !ampai*n Mana*ement. 0##ress List Maintenance $ptions/ No' (an basi(all% (reate an# maintain the a##ress lists 'sing the /ario's options pro/i#e# s'(h as 8ploa# A##ress )ist5 Map Data5 Postal Che(45 D'pli(ate Che(45 &'siness Partner Creation5 3arget Gro'p Creation an# $inall% #elete the A##ress )ist.

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D'e to per$orman(e reasons5 all the steps are e2e('te# in the ba(4gro'n# b% the 1or4$lo1 pro(essing. No' (an mar4 the step+s- that %o' 1ant to e2e('te an# spe(i$% the error attrib'te an# the repeat attrib'te $or ea(h step. A$ter %o' ha/e mar4e# the steps to be e2e('te#5 enter the start #ata +start t%pe5 start #ate5 start time- an# sa/e the a##ress list. A tas4 is (reate# an# starts as spe(i$ie# in the start #ata.

3he a##ress list s1it(hes to the #ispla% mo#e i$ %o' ha/e spe(i$ie# the start t%pe as Start &mmediatel0. (ea# 3ile No' 'ploa# the #ata $rom the appli(ation ser/er $ile to the SAP CRM #atabase tables $or E2ternal )ist Management +E)M-. A$ter %o' ha/e 'ploa#e# the $ile s'((ess$'ll%5 the temporar% $ile $rom appli(ation ser/er is #elete#. ?'rther pro(essing $or this a##ress list is #one 'sing the #ata $rom the SAP CRM tables. 3o e2e('te this step5 sele(t the #ead File option an# spe(i$% the error attrib'te an# the 1or4$lo1 start #ata.

3he temporar% appli(ation ser/er $ile is (reate# onl% i$ %o' sele(t the #ata $ile $rom the 1or4station 1hile maintaining a#ministration #ata in the tab Basic -ata. 7n (ase %o' sele(t the #ata $ile $rom the appli(ation ser/er5 it is not #elete# a$ter %o' ha/e 'ploa#e# the $ile s'((ess$'ll%. 3o repeat %pload File5 sele(t the #ata $ile in the tab Basic -ata again5 (hoose the %pload File option5 spe(i$% the start #ata an# sa/e the a##ress list. No' (annot repeat %pload File a8ter B"siness artner !reation i$ b'siness partners ha/e been (reate#. 3he #ata (reate# b% the pre/io'sl% e2e('te# step is #elete#. Map Data No' map the a##ress #ata to the SAP &'siness Partner str'(t're a((or#ing to the mapping r'les #e$ine# in the mapping $ormat. 7$ mapping r'les are not maintaine# $or the mapping $ormat5 the s%stem tries to map the #ata 'sing the &'siness A##-7n +&A#7- -e8ine Exec"tion o8 Steps to map an# (on/ert #ata 'sing the metho# MA _AN-_!ONBE#T_-ATA. 7$ no a(ti/e implementation is $o'n# $or the mapping $ormat5 the s%stem 'ses the #e$a'lt implementation. 7n the #e$a'lt implementation P in (ase %o' ha/e enhan(e# the str'(t're $iel#s - %o' m'st ens're that the $iel# name length #oes not e2(ee# 29 (hara(ters. 3o map the #ata5 sele(t the Map -ata option5 spe(i$% the mapping $ormat an# the error attrib'te. Spe(i$% the repeat attrib'te5 i$ appli(able5 an# set the start #ata. A$ter this step has been e2e('te#5 %o' (an /ie1 the s'((ess$'ll% mappe# re(or#s in the tab -ata A8ter Mappin*. Chec< Postal Correctness No' per$orm this step to (he(4 the a##ress #ata in terms o$ postal (orre(tness. ?or e2ample5 the s%stem (he(4s i$ the spe(i$ie# street e2ists in the (orrespon#ing (it%. 3o e2e('te this step5 sele(t the ostal !hec) option5 spe(i$% the error an# the repeat attrib'te an# set the start #ata.

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3o per$orm this (he(45 %o' m'st ha/e (omplete# the ('stomi:ing a(ti/it% Activate ostal !hec). "hile (reating &'siness Partners5 the re(or#s that are mar4e# as in(orre(t are not pro(esse#.

Chec< 1or Duplicates No' per$orm this step to (he(4 i$ the a##ress re(or# alrea#% e2ists as a b'siness partner in the SAP CRM s%stem. 3o e2e('te this step5 sele(t the !hec) 8or -"plicates option5 spe(i$% the error an# the repeat attrib'te5 i$ appli(able5 an# set the start #ata.

3o per$orm this (he(45 %o' m'st ha/e (omplete# the ('stomi:ing a(ti/it% Activate -"plicate !hec). "hile (reating b'siness partners5 the re(or#s that are mar4e# as in(orre(t are not pro(esse#. 7$ %o' repeat this step a$ter e2e('ting the step B"siness artner !reation5 all a##ress re(or#s $or 1hi(h &'siness Partners 1ere (reate# 1o'l# be mar4e# as #'pli(ates.

An External =ist Anal0sis in SAP &" 1ill $ail be(a'se all the b'siness partners (reate# are #'pli(ates. Maintain *usiness Partners A$ter the a##ress #ata is mappe# s'((ess$'ll% to SAP stan#ar# str'(t'res5 %o' (an 'se it to (reate b'siness partners. No' (an (reate b'siness partners $or the s'((ess$'ll% mappe# re(or#s. No' (an #o this onl% i$ the% #o not ha/e an% postal errors an# are not mar4e# as #'pli(ates. 7$ %o' (reate b'siness partners $or a rente# a##ress list5 the% are $lagge# as #ented in the b'siness partner master #ata. 3his $lag is #elete# on(e the b'siness partner is a(F'ire# s'((ess$'ll%. ?or $'rther #etails5 see the $ollo1ing SAP C'stomi:ing 7MG a(ti/it% #o('mentation* !#M Mar)etin* External =ist Mana*ement Actions in External =ist Mana*ement. 3o e2e('te this step5 sele(t the Maintain B"siness artner option5 spe(i$% the error attrib'te an# set the start #ata.

No' (annot repeat the B"siness artner !reation 'sing the repeat attrib'te All -ata #ecords. 7$ this step is repeate#5 onl% errors an# 'npro(esse# re(or#s are pro(esse# again. No' (an (he(4 $or #'pli(ate re(or#s onl% b% 'sing the !hec) 8or -"plicates option an# not 1hile (reating b'siness partners. 7$ %o' ha/e not e2e('te# the step D'pli(ate Che(45 then none o$ the #ata re(or#s is mar4e# as #'pli(ate. D'ring the (reation o$ b'siness partners5 the stan#ar# AP7s to (reate b'siness partners are 'se#. D'ring the pro(essing o$ these AP7s5 no #'pli(ate (he(4 is e2e('te# internall% in these AP7s. Maintain Target 2roup

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7n this step5 %o' (an (reate a target gro'p in a ne1 or e2isting pro$ile set an# a## all the b'siness partners (reate# $rom the a##ress list to this target gro'p. 3o e2e('te this step5 sele(t the Maintain Tar*et (ro"p option5 spe(i$% the target gro'p an# pro$ile set #etails an# set the start #ata.

6n(e %o' per$orm the target gro'p (reation5 %o' (annot (hange the target gro'p an# pro$ile set #etails. 7$ %o' repeat this step5 then onl% those b'siness partners 1ho (o'l# not be a##e# to the target gro'p in the pre/io's e2e('tion 1ill be a##e#. Deletion o1 0##ress List Depen#ing on %o'r (ontra(t 1ith the #ata /en#or5 %o' ma% be reF'ire# to #elete the a##ress list. 7n this step5 %o' (an #elete the a##ress list an# the asso(iate# #ata. 3he b'siness partners (reate# $rom a rente# a##ress list are #elete# onl% i$ the% are $lagge# as #ented at the time o$ a##ress list #eletion. 3o e2e('te this step5 sele(t the -eletion o8 Address =ist option an# set the start #ata.

3he rente# b'siness partners are ph%si(all% #elete# $rom the s%stem. 3he b'siness partners (reate# $rom an a##ress list that is not rente# are not #elete# at the time o$ #eletion.

Proce#ure
1. A((ess the transa(tion (hoosing the $ollo1ing na/igation option* S0P C(M -e.Client menu Mar)etin* !reate+ External =ist

2. 6n the s(reen External =ist+ Ne,' maintain the $ollo1ing /al'es an# in#i(ators* 3iel# name (eneral -ata 7D E2ternal )ist 6rigin 3%pe Mapping ?ormat rocess Steps Rea# ?ile Map Data Maintain &'siness Partners Maintain 3arget Gro'p Delimiter Semi(olon NI&PIE)M &'siness Partners $rom 3ra#e Sho1 3ra#e Sho1 7nternall% Pro('re# E)M $or C'stomer A##ress Data 8ploa# )ser action an# values

,. As Ne, Tar*et (ro"p maintain5 $or e2ample5 name B _T(_E=M an# as Ne, Se*mentation Model maintain5 $or e2ample5 name B _ S_E=M. =. Choose Select !lient File.

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9. &ro1se5 $or e2ample5 $or the $ile <_External_=ist.csv in the Misc $ol#er on the #o('mentation CD. 3his $ile (ontains e2ample #ata that (an be mo#i$ie# be$ore 'ploa#. 3he $ile is pro/i#e# b% SA Best ractices in #ire(tor% Misc o$ the SA Best ractices #o('mentation CD. No' (an $in# a lang'age-spe(i$i( /ersion o$ the $ile in the rele/ant s'b#ire(tor% +e.g.5 <_External_=ist_ES.csv5 store# in s'b-#ire(tor% ES $or the Spanish /ersion-. ?or more in$ormation see se(tion -e8inin* %pload File in the (on$ig'ration g'i#e o$ b'il#ing blo(4 !22 @ !#M =ean !ampai*n Mana*ement. Please ta4e note that lea#ing %eros are important $or the inp't parameter /al'e o$ some $iel#s. ?or e2ample5 $or $iel# Title C E#S_T&T=E_KE<- a $o'r-#igit /al'e +$or e2ample5 S0001R instea# o$ S1R- is ne(essar% as inp't parameter 1hen 'ploa#ing the b'siness partner #ata to a CRM s%stem. ?or $iel# #e*ion + E#S_#E(&ON- a t1o-#igit /al'e +$or e2ample5 S0GR instea# o$ SGR- is nee#e#. "hen e#iting the .CS< $ile 1ith >otepa#5 all lea#ing :eros are /isible an# still e2isting a$ter sa/ing the $ile. &e (are$'l 1hen e#iting the .CS< $ile 1ith E2(el* No' #o not see e2isting lea#ing :eros $or the /al'es. A$ter sa/ing the $ile all e2isting lea#ing :eros get lost. 6ne possibilit% to pre/ent this beha/ior is to #e$ine n'mber $ormat T3e2tU $or the (orrespon#ing (ells.

. Choose %pload. 7. As s(he#'ling time sele(t &mmediatel0. G. Choose Start.

A$ter the ne1 b'siness partners ha/e been (reate#5 the% 1ill all be (olle(te# in the ne1 target gro'p. Alternati/el%5 %o' (o'l# also assign the ne1l%(reate# b'siness partners to an e2isting target gro'p. !. 7n or#er to /ie1 the ('rrent stat's o$ %o'r 'ploa#ing pro(ess5 %o' (an repeat b% (hoosing #e8resh. 10. No' ha/e #one e/er%thing (orre(tl% 1hen %o' see the in$ormation message 1ith tra$$i( light set to S*reenR. 7$ errors o(('r5 #o'ble-(li(4 the re# tra$$i( light message $or error #etails. A$ter error (orre(tion5 %o' ha/e to restart the pro(ess +steps , P G-. 11. Choose Sho, =ist #ecords to /ie1 the $iel#s o$ %o'r #ata re(or#s. 12. No' (an a((ess the (onta(t #ata b% (hoosing the h%perlin4 on the b'siness partner 7D.

(esult
0o1 %o' ha/e s'((ess$'ll% (reate# target gro'p B _T(_E=M (ontaining all b'siness partners that 1ill be a##resse# b% (ampaign 1ith lea# generation.

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="="3 )se

$ptional/ Create Target 2roup )sing *I ?ey 3igures

3his se(tion #es(ribes ho1 to (reate a target gro'p 'sing 4e% $ig'res obtaine# $rom a &7 report.

Prere!uisites
No' ha/e installe# the &7 Anal%ti(s s(enario. No' ha/e (arrie# o't the steps #es(ribe# in se(tion !reatin* -ataSo"rce and Attrib"te =ist %sin* B& Ke0 Fi*"res.

Proce#ure
1. A((ess the $ollo1ing a(ti/it% $rom the na/igation bar* S0P C(M -e.Client menu Mar)etin* !reate+ Se*ment

2. 6n the ro8ile Set+ Ne, s(reen enter the $ollo1ing #ata an# (hoose Save* 3iel# name (eneral -ata Pro$ile Set 8sage De#'pli(ation Metho# Prospe(ts $or Campaigns Campaign 0o De#'pli(ation;8n#o De#'pli(ation )ser action an# values

No' nee# to sa/e the pro$ile set be$ore %o' (an open the Graphi(al Mo#eler. ,. ?rom the toolbar (hoose (raphical Modeler to open the Segment &'il#er 3ool. Cli(4 on the empt% s(reen to a(ti/ate the segment b'il#er i$ ne(essar%. =. 6n the Attrib"te =ists tab page 'se the inp't help to sele(t the attrib'te list =eads per rospect.

0o1 %o' nee# to (reate $ilter /al'es in or#er to 'se the 4e% $ig'res $or target gro'p (reation. 3he $ollo1ing e2amples ill'strates ho1 to (reate a target gro'p (ontaining prospe(ts $or 1hom %o' ha/e 1on a (ertain n'mber o$ lea#s in the past5 ass'ming that %o' might 1ant to a##ress those ('stomers again. 6$ (o'rse %o' (an also (reate other $ilter /al'es +also $or other 4e% $ig'res- in the same 1a% as #es(ribe# in this e2ample. 9. Right mo'se (li(4 on the entr% N"mber o8 =eads $on. . ?rom the (onte2t men' (hoose !reate Filter. 7. As $ilter (riterion (hoose (reater Than or ED"al To 9 +or an% other n'mber %o' (onsi#er appropriate-. G. Choose OK. !. Drag an# #rop the ne1l% (reate# $ilter into the staging area. 10. Right mo'se-(li(4 on the ne1 pro$ile i(on in the staging area an# (hoose roperties $rom the #rop#o1n list.

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7n the -escription $iel# %o' (an (hange the #es(ription o$ the pro$ile +$or e2ample =eads $on ?EF-. Ma4e s're that the pro$ile 'sage is !ampai*n. 11. Choose OK to (on$irm. 12. Sa/e the ne1 pro$ile. 1,. 0o1 %o' are able to (reate the target gro'p $or %o'r pro$ile. Right mo'se-(li(4 on the i(on in the staging area. ?rom the #rop#o1n men' (hoose B"ild Tar*et (ro"p &n -ialo*. 1=. No'r target gro'p is no1 (reate# an# the n'mber o$ b'siness partners (ontaine# in the target gro'p 1ill be #ispla%e# a'tomati(all% in the staging area. Choose Save. 19. 6ptional* 7n or#er to assign ne1 b'siness partners 1ho $'l$ill the sele(tion (riteria to %o'r target gro'p a'tomati(all% %o' nee# to #e$ine a ba(4gro'n# Cob* Do a right mo'se-(li(4 in the staging area an# (hoose B"ild Tar*et (ro"p &n Bac)*ro"nd $rom the #rop#o1n men'. Enter /al'es $or the $iel# Start Time an# i$ %o' (hoose to start at a later time $or Start -ate. Choose Exec"te 1ob eriodicall0. 7n the $iel# eriod #e$ine ho1 o$ten the target gro'p sele(tion has to be e2e('te#. Choose Sched"le 1ob +?G-.

1 . 7$ %o' 1ant to #ispla% the #etails an# all b'siness partners liste# as members o$ the target gro'p5 (hoose Bac). 17. 7n the Tar*et (ro"ps assignment blo(4 (hoose %o'r ne1 target gro'p. All target gro'p #etails an# a list o$ all b'siness partners that $'l$ill %o'r sele(tion (riteria is #ispla%e#. <ia &nsert an# -elete %o' (an a#apt the target gro'p member list man'all%. 1G. Sa/e %o'r entries.

+4ample >o * 3o (reate a target gro'p base# on in(oming or#ers /al'e5 pro(ee# as #es(ribe# abo/e5 b't 'se the attrib'te list an# $ilters as #es(ribe# belo1. No' (an onl% (reate this target gro'p i$ %o' ha/e (reate# a DataSo'r(e an# Attrib'te )ist a((or#ing to the #es(ription o$ e2ample 2 in the rele/ant se(tion o$ the !#M Mar)etin* Master -ata C!33) Con$ig'ration G'i#e. Step =* Sele(t the attrib'te list &ncomin* Orders Bal"e. Step 5* Right mo'se (li(4 on the entr% &ncomin* Orders Bal"e. Step @* As $ilter (riterion (hoose (reater Than or ED"al To 1000 +or an% other n'mber %o' (onsi#er appropriate-. Step 16* As #es(ription enter $or e2ample &ncomin* Order Bal"e ?E 3555.

(esult
No' ha/e s'((ess$'ll% (reate# a target gro'p base# on &7 4e% $ig'res5 1hi(h %o' (an 'se $or the (reation o$ $'rther (ampaigns.

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="5 Process Campaign +4ecutionA

)se
3here are $o'r alternati/es a/ailable $or the e2e('tion o$ the (ampaign* o o o 6pen Channel* an a##ress $ile is generate# $or the b'siness partners o$ the target gro'p that (an be 'se# as inp't $or a mail-merge letter. E-mail5 'sing a pre-#e$ine# e-mail $orm. 7n a##ition a(ti/ities are (reate# a'tomati(all% in parallel $or ea(h e-mail. Phone5 optionall% 'sing a pre-#e$ine# intera(ti/e s(ript5 i.e. a (all list is generate# $or the b'siness partners o$ the target gro'p that (an be #istrib'te# b% the 7C manager to 7C agents. )ea# Creation* the (ampaign e2e('tion triggers a lea# generation $or ea(h b'siness partner being member o$ the (ampaignRs target gro'p.

Prere!uisites
Bou can only maintain one channel alternative per campaign" There1ore three campaigns ,ere create# in the section Create Campaigns to e4ecute each alternative as #escri.e# .elo,"

="5"1 (0lternative 1) )se

A via $pen Channel

7n this a(ti/it%5 %o' e2e('te the (ampaign /ia (hannel 6pen Channel. ?irst a target gro'p nee#s to be assigne# to the (ampaign. 3he e2e('tion /ia 6pen Channel (reates an a##ress $ile in CS< $ormat $or all b'siness partners o$ the target gro'p. 3his a##ress $ile (an be 'se# as #ata inp't $or a mail-merge letter.

Proce#ure
1. A((ess the a(ti/it% b% (hoosing the $ollo1ing na/igation option* S0P C(M -e.Client menu Mar)etin* Search+ Mar)etin* !alendar

2. Con$irm the se('rit% message i$ ne(essar%. ,. 7n $iel# Saved Searches' sele(t %o'r #e$ine# sear(h F'er% Mar)etin*_Activities +see (hapter !reate Ne, !ampai*n- an# (hoose (o. =. 7n or#er to open the ne1l% (reate# (ampaign !9M 537:537!53 CTrade Sho, !ampai*n C=etter))5 right mo'se-(li(4 on the (ampaign entr% an# (hoose -etails $rom the #rop#o1n men'. 9. 7n the Se*ments assignment blo(4 (hoose Edit =ist. . 7n the Search 8or Se*ments 1eb page #ialog bo25 (hoose Search an# sele(t %o'r ne1 target gro'p !"stomers 8or Trade Sho, >next 0ear? $rom the res'lts list.

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7$ %o'r target gro'p (ontains (onta(t persons #ire(tl%5 not /ia the (orporate a((o'nt5 %o' ha/e the option to (hoose bet1een a &2C +ina(ti/ate# &2& $lagor a &2& +a(ti/ate# &2& $lag- (onta(t. 7n the &2C (onta(t5 the a##ress o$ the (onta(t person is #etermine# b% the (onta(tRs Main Address and !omm"nication -ata. 7n the &2& (onta(t5 the a##ress o$ the (onta(t person is #etermine# /ia the relationship to the (orporate a((o'nt #ispla%e# as the (onta(tRs $or) #ata. 7n (ase the a##ress in the $or) assignment blo(4 o$ the (onta(tRs master #ata is not maintaine#5 no (onta(t 1ill be generate# 1hen starting the (ampaign. 3o #ispla% the (onta(tRs master #ata na/igate as $ollo1s* Acco"nts ; rod"cts Search+ !ontacts. 7$ %o'r target gro'p (ontains #ire(tl% (orporate a((o'nts5 al1a%s a##ress in the Main Address and !omm"nication -ata o$ the (orporate a((o'nts5 not o$ the (onta(t persons 1ill be (onta(te#5 no matter i$ the &2& $lag is a(ti/ate# or not. 7. 7n the !ampai*n -etails assignment blo(4 (hoose Edit. G. 6n the s(reen !ampai*n+ >&-?' >description? sele(t the $ollo1ing /al'es +'sing the inp't help-* 3iel# name Stat"s 0e1 Stat's !hannel Comm'ni(ation Me#i'm ?ile E2port ?orm !. Choose Save. 10. 7n the Attachments assignment blo(4 (hoose Ne, Attachment to 'ploa# the mail-merge letter in or#er to #o('ment 1hi(h letter 1ill be sen# o't to the ('stomers o$ the target gro'p. 6pen Channel P A##ress Data ?ile E2port NI6PE0ICHA00E)IADDRESSI?7)E Release# )ser action an# values

No' (an 'se the #o('ment <_Trade_Sho,_&nvitation_=etter.doc 1hi(h is pro/i#e# in the #ire(tor% Misc o$ the SAP &est Pra(ti(es #o('mentation CD as an e2ample. 11. 7n the $iel# %pload -oc"ment From =ocal /ard -is) bro1se $or the 'ploa# #o('ment $rom %o'r lo(al har# #is4 +on the SA Best ractices #o('mentation CD-. 12. Choose %pload. 1,. Choose Save. 1=. 7n or#er to start the (ampaign e2e('tion5 (hoose Start. 19. Enter the rele/ant #ata $or s(he#'ling the Cob. ?or an imme#iate e2e('tion5 sele(t Start #ate &mmediatel0. 1 . Choose Start. 17. 7n the Se*ments assignment blo(4 the Cob e2e('tion stat's 1ob Started is #ispla%e# in $iel# 1ob Stat"s. 1G. Choose Start in or#er to re$resh.

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1!. A$ter a s'((ess$'l e2e('tion o$ the Cob an a##ress $ile +.(s/- is a'tomati(all% 'ploa#e# into the s%stem an# assigne# to the Attachments assignment blo(4. 3he $ile name (ontains the (ampaign 7D an# the (reation #ate an# time.

3o (on$ig're the la%o't o$ the generate# CS< $ile a((or#ing to %o'r nee#s ta4e a loo4 at note 729!! $or some help$'l in$ormation +this note #es(ribes the $ormer &A#7 sol'tion5 b't still (ontains /ali# in$ormation-. 20. Cli(4 on the $ileRs name. 7n the File -o,nload #ialog bo2 (hoose Save to $irst sa/e the CS< $ile lo(all%5 $or e2ample5 in $ol#er !+GTEM G!ampai*n. 21. 3hen open the lo(all% sa/e# CS< a##ress $ile 1ith MS E2(el. 22. Highlight the $irst (ol'mn an# (hoose -ata Text to !ol"mns... Sele(t $ile t%pe -elimited5 then sele(t the #elimiter Semicolon. Choose Finish. 3he a##ress $ile has got a stan#ar# E2(el $ormat no1. 2,. Rename the E2(el "or4sheet to <_Trade_Sho,_Address. 2=. Sa/e the $ile 1ith name <_Trade_Sho,_Address an# $ile t%pe Microso8t O88ice Excel $or)boo) CH.xls). 3his E2(el $ile (an be 'se# as a##ress $ile $or the mail-merge letter $'n(tionalit%.

3o pro(ee# 1ith this s(enario %o' ma% also 'se the #o('ment Y_TRADE_SHO _ADDRESS!xls 1hi(h is pro/i#e# in the #ire(tor% Misc o$ the SA Best ractices #o('mentation CD as an e2ample. 29. 3o r'n the mail-merge letter $'n(tionalit% pro(ee# as $ollo1s* 2 . Cop% both $iles into the same #ire(tor% +e.g.5 !+GTEM G!ampai*n-* 3he a##ress 1ile +e.g.5 the ne1l% generate# one or <_T#A-E_S/O$_A--#ESS.xls3he mail:merge letter #ocument +e.g.5 <_Trade_Sho,_&nvitation_=etter_lan*"a*e?x.doc-.

27. 6pen the mail-merge letter #o('ment. 3he mail-merge $'n(tionalit% 1ill start a'tomati(all%. 2G. Con$irm the SO) (omman# message 1ith <es i$ ne(essar%. 2!. 7$ the a##ress $ile is not store# in $ol#er !+GTEM G!ampai*n an error message 1ill o(('r. Con$irm the message an# maintain the (orre(t $ile path on the $ollo1ing s(reen. ,0. As res'lt o$ the mail-merge letter $'n(tionalit% the $irst letter is generate# an# opene# 1ith MS "or# a'tomati(all%. Depen#ing on the 'se# /ersion o$ MS "or# the ne2t steps (an be #i$$erent. ,1. 7n or#er to a((ess the mail merge $'n(tionalit% o$ MS "or#5 (hoose Bie, Toolbars Mail Mer*e. ,2. 7n the Mail Merge toolbar %o' (an (hoose Next #ecord to e#it the ne2t letter. ,,. Choose Mer*e to rinter in or#er to print o't either the ('rrent letter + !"rrent record- or all o$ them +All-.

(esult

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3he (ampaign has been e2e('te# 'sing the 6pen Channel as (omm'ni(ation (hannel. An in/itation letter has been (reate# an# printe# o't $or e/er% target gro'p member.

="5" (0lternative ) )se

A via +:Mail Creation

7n this a(ti/it%5 %o' e2e('te the (ampaign /ia (hannel e-mail. A target gro'p is assigne# to the (ampaign. 3he e2e('tion /ia (hannel e-mail (reates o'tbo'n# e-mails 1ith an atta(he# e-mail $orm.

Prere!uisites
An a##itional campaign +$or e2ample5 !9M 537:537!52 CTrade Sho, !ampai*n CE7Mail) $or the $irst mar4eting plan element !9M 537:53- has been (reate# to be e2e('te# 'sing the e-mail (hannel. 7n or#er to s'((ess$'ll% sen# e-mails to ea(h member o$ the target gro'p5 e:mail a##resses nee# to be maintaine# in the a##ress master #ata o$ ea(h (orrespon#ing b'siness partner. ?or testing p'rposes5 %o' (an 'se %o'r o1n e2isting e-mail a##ress.

Proce#ure
1. A((ess the transa(tion (hoosing the $ollo1ing na/igation option* C(M -e.Client )I Mar)etin* Search+ Mar)etin* !alendar

2. Con$irm the se('rit% message i$ ne(essar%. ,. 7n $iel# Saved Searches' sele(t %o'r #e$ine# sear(h F'er% Mar)etin*_Activities +see (hapter !reate Ne, !ampai*n- an# (hoose (o. =. 7n or#er to open the ne1l% (reate# (ampaign !9M 537:537!52 CTrade Sho, !ampai*n CE7Mail)-5 right mo'se-(li(4 on the (ampaign entr% an# (hoose -etails $rom the #rop#o1n men'. 9. 7n the Se*ments assignment blo(4 (hoose Edit =ist. . Cli(4 on the inp't help in the $iel# Des(ription. 7. 7n the Search 8or Se*ments 1eb page #ialog bo25 (hoose Search an# sele(t %o'r ne1 target gro'p !"stomers 8or Trade Sho, >next 0ear? $rom the res'lts list. G. Choose Save. !. 7n the !ampai*n -etails assignment blo(4 (hoose Edit. 10. 6n the s(reen !ampai*n+ >&-?' >description? sele(t the $ollo1ing /al'es +'sing the inp't help-* 3iel# name Stat"s 0e1 Stat's !hannel Comm'ni(ation Me#i'm E-mail 1ith a(ti/it% (reation Release# )ser action an# values

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3iel# name Stat"s 0e1 Stat's Sen#er ?orm $or E-Mail E-Mail A##ress 11. Choose Save.

)ser action an# values

Release# J&lan4K NI3RADEISH6"I70<73A3760 NME3IADR

12. Choose Start in or#er to start the (ampaign e2e('tion. 1,. Enter the rele/ant #ata $or s(he#'ling the Cob. ?or an imme#iate e2e('tion sele(t Start #ate &mmediatel0. 1=. Choose Start. 19. 7n the Se*ments assignment area the Cob e2e('tion stat's 1ob Started is #ispla%e# in $iel# 1ob Stat"s. 1 . Choose #e8resh to re$resh the Cob stat's. 17. A$ter some time %o' get the Cob stat's 1ob Ended $itho"t Errors. 1G. A$ter s'((ess$'l e2e('tion o$ the Cob5 e-mails are a'tomati(all% sent an# an a(ti/it% is (reate# $or ea(h e-mail to tra(4 the ('stomer (onta(t. 1!. E/al'ate a (ampaign-relate# (onta(t list $or (omm'ni(ation (hannel 0, 7nternet mail +SM3P- on b'siness partner le/el in(l'#ing (onta(t stat's* C(M -e.Client )I #eports Mar)etin* !ontact =ist

20. E/al'ate a (ampaign-relate# (onta(t list $or (omm'ni(ation (hannel 5I &nternet mail CSMT ) on (ampaign le/el* C(M -e.Client )I #eports Mar)etin* !ontact S"mmar0

21. 7n or#er to (he(4 to generate# a(ti/ities* C(M -e.Client )I Mar)etin* Search+ Activities

22. Sear(h $or a(ti/ities 1ith (ategor% &nternet Mail.

(esult
3he (ampaign has been e2e('te# 'sing E-Mail as (omm'ni(ation (hannel. E-mails an# a(ti/ities ha/e been (reate# a((or#ingl% $or ea(h target gro'p member.

"ith SAPG87 transa(tion SOST %o' (an (he(4 the transmission stat's o$ the emails5 i$ e-mail a##resses ha/e been maintaine# in the b'siness partner a##ress master #ata o$ the target gro'p members.

="5"3 (0lternative 3) )se

A via Call List

7n this a(ti/it%5 %o' e2e('te the (ampaign /ia the (hannel phone.

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A target gro'p is assigne# to the (ampaign. 3he e2e('tion /ia (hannel phone (reates a (all list 1ith an optionall% atta(he# intera(ti/e s(ript. 7n the C'stomer 7ntera(tion Center5 this (all list ma% be #istrib'te# to 7C agents b% the 7C manager.

Prere!uisites
Campaign e4ecution via call list only ,or<s i1 all necessary settings 1or the Customer Interaction Center have .een maintaine# in the C(M system (1or #etails see the con1iguration gui#e o1 .uil#ing .loc< C"# $ CRM %nteracti&n Center)" I1 you #o not use the Customer Interaction Center at allC s<ip this campaign e4ecution alternative using call lists as communication channel" An a##itional campaign +$or e2ample5 !9M 537:537!5I CTrade Sho, !ampai*n C!all =ist)) $or the $irst mar4eting plan element !9M 537:53- has been (reate# to be e2e('te# 'sing the (hannel (all lists. 7n or#er to s'((ess$'ll% (reate a (all list in(l'#ing ea(h member o$ the target gro'p5 phone num.ers nee# to be maintaine# in the a##ress master #ata o$ ea(h (orrespon#ing b'siness partner or its (onta(t person respe(ti/el%.

Proce#ure
1. A((ess the transa(tion b% (hoosing the $ollo1ing na/igation option* C(M -e.Client )I Mar)etin* Search+ Mar)etin* !alendar

2. Con$irm the se('rit% message i$ ne(essar%. ,. 7n $iel# Saved Searches' sele(t %o'r #e$ine# sear(h F'er% Mar)etin*_Activities +see (hapter !reate Ne, !ampai*n- an# (hoose (o. =. 7n or#er to open the ne1l% (reate# (ampaign !9M 537:537!5I CTrade Sho, !ampai*n C!all =ist)-5 #o a right mo'se-(li(4 on the (ampaign entr% an# (hoose -etails $rom the #rop#o1n men'. 9. 7n the Se*ments assignment blo(45 (hoose Edit =ist. . 7n the Search 8or Se*ments 1eb page #ialog bo25 (hoose Search an# sele(t %o'r ne1 target gro'p !"stomers 8or Trade Sho, >next 0ear? $rom the res'lts list. 7. Choose Save. G. 7n the !ampai*n -etails assignment blo(4 (hoose Edit. !. 6n the s(reen !ampai*n+ >&-?' >description? sele(t the $ollo1ing /al'es +'sing the inp't help-* 3iel# name Stat"s 0e1 Stat's !hannel Comm'ni(ation Me#i'm 7C "ebClient S(ript A(ti/it% 3emplate Phone 6ptionall% sele(t an intera(ti/e s(ript that ha# been (reate# b% the 7C manager as #es(ribe# in the b'il#ing blo(4 $or the !#M &nteraction !enter +C7G-5 e.g. SA B Script 6ptionall% sele(t an pre/io'sl% (reate# a(ti/it% template Release# )ser action an# values

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10. Choose Save. 11. Choose Start in or#er to start the (ampaign e2e('tion. 12. Enter the rele/ant #ata $or s(he#'ling the Cob. ?or an imme#iate e2e('tion sele(t Start #ate &mmediatel0. 1,. Choose Start. 1=. 7n the Se*ments assignment area the Cob e2e('tion stat's 1ob Started is #ispla%e# in $iel# 1ob Stat"s. 19. A$ter some time5 %o' get the Cob stat's 1ob Ended $itho"t Errors. 1 . A$ter s'((ess$'l e2e('tion o$ the Cob5 a (all list is a'tomati(all% (reate# an# the 7C manager has to be in$orme# to assign the 7C agents 1ho 1ill e2e('te the (all list.

(esult
3he (ampaign has been e2e('te# 'sing phone as (omm'ni(ation (hannel. A (all list has been (reate# a((or#ingl% in(l'#ing ea(h target gro'p member.

="5"= (0lternative =) )se

A ,ith Lea# Creation

3he e2e('tion /ia lea# generation (hannel (reates a lea# $or ea(h b'siness partner 1ho is member o$ the sele(te# target gro'p.

Prere!uisites
Campaign e4ecution ,ith lea# generation only ,or<s i1 all necessary settings 1or Lea# Management have .een maintaine# in the C(M system (1or e4ampleC #e1inition o1 transaction type 1or lea#s etc" D 1or #etails see the con1iguration gui#e o1 .uil#ing .loc< C'" $ CRM Lea( Management)" I1 you #o not use Lea# Management at allC s<ip this campaign e4ecution alternative using lea# generation as communication channel"

="5"="1 )se

Create Lea# Template ($ptional)

7$ a (ampaign shall be e2e('te# 'sing lea# generation as (omm'ni(ation (hannel5 a lea# template +being 'se# as template $or the lea# (reation- (an be (reate# in a#/an(e.

Proce#ure
1. A((ess the a(ti/it% (hoosing the $ollo1ing na/igation option* S0P C(M -e.Client menu Mar)etin* !reate+ =ead Template

2. 6n the B =ead Template+ Ne, s(reen maintain the $ollo1ing /al'es* 3iel# name (eneral -ata )ser action an# values

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3iel# name Des(ription Emplo%ee Responsible :"ali8ication O'ali$i(ation )e/el -ates Start Date En# Date Stat"s Stat's !lassi8ication Priorit% 6rigin Gro'p ,. Choose Save.

)ser action an# values &P )ea# Generation 3emplate JMAREE370G MA0AGERK - $ille# in a'tomati(all%

Hot

enter the ('rrent #ate enter a #ate in the $'t're

6pen

important 3ra#e $air 0e1 C'stomers

(esult
A lea# template has been (reate#.

="5"=" )se

+4ecute Campaign ,ith Lea# 2eneration

7n this a(ti/it%5 %o' e2e('te the (ampaign 'sing the )ea# Generation (hannel.

Prere!uisites
An a##itional (ampaign +$or e2ample5 !9M 537:537!54 CTrade Sho, !ampai*n C=eads) $or the $irst mar4eting plan element !9M 537:53- has been (reate# an# release# to be e2e('te# 'sing the lea# generation (hannel. A lea# template has also been (reate#.

Proce#ure
1. A((ess the transa(tion (hoosing the $ollo1ing na/igation option* C(M -e.Client )I Mar)etin* Search+ Mar)etin* !alendar

2. Con$irm the se('rit% message i$ ne(essar%. ,. 7n $iel# Saved Searches sele(t %o'r #e$ine# sear(h F'er% Mar)etin*_Activities +see (hapter !reate Ne, !ampai*n- an# (hoose (o. =. 7n or#er to open the ne1l% (reate# (ampaign !9M 537:537!54 CTrade Sho, !ampai*n C=eads)-5 right mo'se-(li(4 on the (ampaign entr% in the res'lt list an# (hoose -etails $rom the #rop#o1n men'. 9. 7n the Se*ments assignment blo(4 (hoose Edit =ist.

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. 7n the Search 8or Se*ments 1eb page #ialog bo25 (hoose Search an# sele(t a target gro'p +here* target gro'p B _T(_E=M representing the e2ternal a##ress list members$rom the res'lts list. 7. Choose Save. G. 7n the !ampai*n -etails assignment blo(4 (hoose Edit. !. 6n the s(reen !ampai*n+ >&-?' >description? sele(t the $ollo1ing /al'es +'sing the inp't help-* 3iel# name Stat"s 0e1 Stat's !hannel Comm'ni(ation Me#i'm )ea# 3emplate +optional10. Choose Save. 11. Choose Start in or#er to start the (ampaign e2e('tion. 12. Enter the rele/ant #ata $or s(he#'ling the Cob. ?or an imme#iate e2e('tion sele(t Start #ate &mmediatel0. 1,. Choose Start. 1=. 7n the Se*ments assignment area the Cob e2e('tion stat's 1ob Started is #ispla%e# in $iel# 1ob Stat"s. 19. Choose #e8resh to re$resh the Cob stat's. 1 . A$ter some time %o' get the Cob stat's 1ob Ended $itho"t Errors. 17. A$ter s'((ess$'l e2e('tion o$ the Cob5 lea#s 1ere generate# $or ea(h target gro'p member +(ontaining the name o$ the e2e('te# (ampaign as lea# #es(ription-. 1G. 7n or#er to (he(4 the lea# generation 'se the $ollo1ing na/igation** C(M -e.Client )I Mar)etin* Search+ =eads )ea# Generation &P )ea# Generation 3emplate Release# )ser action an# values

(esult
3he (ampaign has been e2e('te# 'sing )ea# Generation as (omm'ni(ation (hannel. )ea#s ha/e been (reate# a((or#ingl%Q one $or ea(h target gro'p member.

5 3ollo,:)p Process
)se
No' ha/e $inishe# all a(ti/ities that are a part o$ the s(enario #es(ribe# in this #o('ment. 3o a((omplish s'bseF'ent a(ti/ities5 (arr% o't the pro(ess steps #es(ribe# in the re$eren(e# s(enario5 'sing the master #ata $rom this #o('ment. 7n this (ase5 the (all lists as 1ell as lea#s 1hi(h res'lte# $rom the (ampaign e2e('tion in this s(enario (an be $'rther pro(esse#.

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SAP Best Practices

)ean Campaign Management* +C,!-* &PD

Call lists an#;or lea#s ha/e been generate# $rom (ampaigns.

Proce#ure
3o $ollo1-'p the generate# (all lists5 (omplete the appropriate a(ti/ities $or #istrib'tion an# e2e('tion o$ (all lists in the C'stomer 7ntera(tion Center as #es(ribe# in the B"siness rocess -oc"mentation o$ the s(enario %nteracti&n Center Mar)eting (C#*). 3o $ollo1-'p the generate# lea#s5 (omplete all a(ti/ities $or lea# management as #es(ribe# in the B"siness rocess -oc"mentation o$ the s(enario Lea( Management (C'+).

E (eporting
)se
3his se(tion #es(ribes 1hi(h reports e2ist $or )ean Campaign Management an# brie$l% #es(ribes the (ontent o$ the reports. ?or an o/er/ie1 on ho1 to na/igate 1ithin the reports re$er to the &'siness Pro(ess Do('mentation +8ser G'i#e- o$ the Anal%ti(s s(enario &nteractive #eportin*.

S0P C(M Interactive (eporting )se

CRM 7ntera(ti/e Reporting ser/es to prepare an# anal%:e the a((omplishment o$ (ampaigns. 3he $ollo1ing reports are #eli/ere# an# rea#% to be e2e('te# in CRM 7ntera(ti/e Reporting.

Proce#ure
1. )og on to the CRM "ebClient 87 as &P Mar4eting Manager +MKT_MAN- i$ not alrea#% #one. 2. 7n the "or4 Center )in4 Gro'p #eports %o' (an $in# the a/ailable reports. Choose the report %o' 1ant to #ispla%.

(eports
Mar<eting Contact List/ 3his report pro/i#es the 'ser 1ith an o/er/ie1 abo't the (hosen (ampaigns. 3here$ore it #ispla%s (ampaigns5 target gro'ps5 b'siness partners5 stat's an# other in$ormation5 an# enables the 'ser to manage an# (ontrol the (ampaigns. Mar<eting Contact Summary/ 3his report helps the 'ser to s'per/ise the progress an# s'((ess o$ the (hosen (ampaigns. 7t sho1s planne# o'tbo'n# a(ti/ities an# a(t'al s'((ess$'l o'tbo'n# a(ti/ities as 1ell as bo'n(es an# b% this enables the 'ser to #e(i#e 1here attention is nee#e#. Campaign +11ectiveness 3his report #ispla%s the n'mber o$ (onta(ts5 the n'mber o$ responses an# the n'mber o$ lea#s b% (ampaign.

(esult
3he rele/ant res'lts are #ispla%e#.

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