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Configuration Guide

Marketing
for
TELKOM NMP-CSS Implementation

Author:
Project ID:
Document #
Create Date:
Marketing Team SAP
Perdana Consortium
1491
MK!P ""1
#"
th
March #""$
C%assi&ication:
Status:
'ersion:
Con&identia%
(or su)mission
"*""1


CONTENTS
1* MK!P""1 Marketing P%an
#* MK!P""# Customer Segmentation
+* MK!P""+ ,ead Management
4* MK!P""4 Cam-aign Management
.* MK!P"". / Customer Sur0e1

MK-BP 00 Marketing Plan!
Configuration
Ba!i" Marketing Plan Configuration
#efine Marketing T$pe!
%!e
Marketing Plan types are an optional feature in the Marketing Planner and are
used to help categorize individual campaigns (for example, telephone or e-mail
campaigns). The Marketing type is one of the attriutes of a Marketing Plan
!hich can e used to compare the success rate of different campaigns. "n the
Marketing Planner, they can e selected in the field Type on the ta page Basic
Data.
#ou can also create and assign o$ectives specifically for a predefined Marketing
Plan type and%or create pairs of o$ectives for this Marketing type. These must
first e defined under Define Objectives.
#efine O&'e"ti(e!
%!e
"n this activity, you can define o$ectives for Marketing and Marketing elements.
The values that you define here can e selected from the input help for the
o$ective field. This field is located on the Basic Data ta strip in the Marketing
Planner.
The o$ective is an optional criterion (together !ith the campaign type and
priority, for example) y !hich evaluations on the success of a Marketing Plan
can as !ell e run in the &usiness "nformation 'arehouse.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Objectives
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Objectives

*. "n the CRM Marketing Planning Objectives maintain the follo!ing data)
O&'e"ti(e #e!"ription +EN,
+M, "ncrease Market ,hare
-o to .e! /ntries

#efine Marketing T$pe!
%!e
Marketing Plan types are an optional feature in the Marketing Planner and are
used to help categorize individual campaigns (for example, telephone or e-mail
campaigns). The Marketing type is one of the attriutes of a Marketing Plan
!hich can e used to compare the success rate of different campaigns. "n the
Marketing Planner, they can e selected in the field Type on the ta page Basic
Data.
#ou can also create and assign o$ectives specifically for a predefined Marketing
Plan type and%or create pairs of o$ectives for this Marketing type. These must
first e defined under Define Objectives.

Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Campaign Types/Objectives/Tactics
Tran!a"tion Code SP*O
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Campaign Types/Objectives/Tactics
*. 0reate a ne! Marketing Plan type !ith the follo!ing values)
T$pe #e!"ription Categor
$
%nu!ed
)!!ignment
!
E-tra
"t
TG!
E-tra"t
Mail
G%I#!
+M1T T/213M Marketing
Plan
Marketin
g Plan
4 4

0lick on .e! /ntries
5. 6ighlight the Marketing Plan type and click on 0ampaign Types%3$ects

7.8ssign the o$ectives to the Marketing Plan Telkom Marketing Plan)
Campaign
T$pe
O&'e"ti(e #e!"ription
+M1T +M, "ncrease Market
,hare
#efine Partner #etermination Pro"edure
%!e
"n this activity, you define partner determination procedures that the system uses
to automatically enter partners in Marketing Plan. The partner functions and
access se9uences you have defined are rought together here. 'hen you define
a ne! procedure, you assign it to a transaction category or an item o$ect type,

and enter re9uired and mandatory partner functions. These are the partner
functions the system looks for in Marketing Plan. #ou maintain settings for each
partner function, and list !hich functions are displayed in the Marketing Plan.
'hen you later assign this procedure to a Marketing plan Type, the settings you
make here are valid in Marketing Plan.
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Fncti!ns
*. -o to .e! /ntries and :efine re9uired Partner functions involved in the
Marketing Plan
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y
Partner ;unction* &udget 8llocation &y
Partner ;unction5 8pproved &y

5. :efine 8ccess ,e9uence
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define "ccess #e$ence

7. :efine 8ccess ,e9uence
Se/uen"e #e!"ription
<<<= Preceding :ocument -> ?ser
06<= 3rganizational :ata) /mployee of
@esponsile 3rganizational ?nit

A. :efine Partner :etermination Procedure
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Determinati!n Pr!cedre
B. -o to .e! entries and give :escription
Pro"edure +CM1TCP:
#e!"ription Partner Derter. f!r Marketing

D. ,elect the Procedure and go to Procedure ?ser
=. -o to ne! entries 8ssign &?,*<(<<(< Marketing Pro$ect Plan and
&?,*<(<<(* mktg pro$ect plan elem from drag and drop list to ?ser

E. ,elect &?,*<(<<(< Marketing Pro$ect Plan and click on Partner ;unction in
Procedure
(<. Make a ne! entry !ith the follo!ing data

.ield name %!er a"tion and (alue!
;unction Proposed &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence <<<= Preceding :ocument -> ?ser
((. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction &udget 8llocation &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4

0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit
(*. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 8pproved &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit

(5. -o to folder %ser &nterface #ettings and make the follo!ing entries for
Procedure +CM1TCP: Partner :erter. ;or Marketing at 6eader ,creen)
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y
Partner ;unction* &udget allocation &y
Partner ;unction5 8pproved &y

(7. 8ssign Partner :etermination Procedure) +CM1TCP: Partner :erter. ;or
Marketing to Marketing Plan Type) T/213M Marketing Plan
(A. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management Partner Processing "ssign Partner
Determinati!n Pr!cedre
(B. -o to .e! /ntries and the follo!ing
T$pe
ZMKT
Pro"edure
Z_MKT_PD

(D. ,ave your entries.
:efine ,tatus Profile
(.8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management -eneral ,ettings 0hange ,tatus
Profile for ?ser ,tatus
5. 0lick on .e! /ntry icon and give description as follo!s
Statu! Profile Te-t
+M8@P28. ,tatus Profile for Marketing

7. ,elect :efined ,tatus profile) +M8@P28. and -o to :etails icon
A. -ive the follo!ing values in the status Profile

Statu!
Num&er Statu! S0ort Te!t
init1!t
a
Lo2e!
t
3ig0e!
t )ut01Code
(< 3P/. 3P/. 4 (< *< ,MM1T
*< &3P/
3pen for
&udget 8llo. *< 5< ,M&:F
5< 3P8P
3pen for
8pproval 5< 7< ,M&:F
5A @/01 @echeck 5< 5A FP&:F
7< 8PP@ 8pproved 7< A< FP&:F
A< @/2/ @eleased A< A< ,MM1T
MK-BP 004 Cu!tomer Segmentation - Configuration
MK-BP 004 5 00 Maintain #ata Sour"e! and )ttri&ute Li!t!
%!e
"n this activity you define data sources for the segmentation process.
:ata ,ources !ill e)
Marketing 8ttriutes
"nfoset Gueries

&ased on the defined data sources, 8ttriute 2ists can e defined !hich !ill
apply to the ,egment &uilder.
Prere/ui!ite!
8ll relevant data sources (Marketing 8ttriutes, "nfoset Gueries) have got to e
defined in advance.
Pro"edure
To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole Menu Maintain Data #!rces and "ttribte 'ists
Tran!a"tion "ode C*M#6MKT6#S
S)P Menu Marketing H #egmentati!n !f Bsiness Partners H
Marketing #egments H Maintain Data #!rces f!r
#egment Bilder
(. 0hoose Create Data #!rce to create a data source for the "nfoset that
captures the usiness partner address dataI particularly the country and
@egion a &usiness Partners assigned to.
*. 0omplete the follo!ing data to create a data source)

.ield %!er a"tion
3rigin Type &nf!set
.ame of "nfoset 0@MCM1TT-C&PC8::@
&usiness Partner &?T<<<-P8@T./@C-?":
:escription Bsiness Partner "ddress Data
5. ,ave your entries
7. -o ack (;5) and choose Create "ttribte 'ist (F)*.

A. 0omplete the follo!ing data to create an attriute list)
.ield %!er a"tion and (alue!
:escription &P 8ddress :ata and Marketing 8ttriutes
0ategory 0ampaign /xecution
,egment Type 0ampaign
B. 0onfirm your entries.
D. "n the screen area "ttribte 'ist choose utton "ssign Data #!rce. 6ighlight
the ne!ly data sources Bsiness Partner "ddress Data and choose utton
C!ntine.

=. .o! you have to create filters for the attriutes. :oule-0lick on the first
attriute and select all characteristic values of the filter.
Optional7 8lternatively you could also select the filters manually in the
context menu.
E. /nsure that all used 8ttriutes !ill e highlighted.
(<. @egarding the 0ountry 1ey . #ou can also define the respective ;ilter in
advance. "n the scenario you !ill later segment on all usiness partners
elonging to the 0ountry &D . ;or this reason highlight the attriute C!ntry
+ey. 0hoose Create Filter and maintain the follo!ing values)
.ield %!er a"tion and
(alue!
:escription
"ndonesia
0riterion is e9ual to
Falue ":
((. @egarding the @egion%,tate. #ou can also define the respective ;ilter in
advance. "n the scenario you !ill later segment on all usiness partners
elonging to the @egion%,tate . ;or this reason highlight the attriute
@egion%,tate. 0hoose Create Filter and maintain the follo!ing values)
.ield %!er a"tion and
(alue!
:escription
Jakarata
0riterion is e9ual to
Falue <(

(*. ,ave your settings.
MK-BP 004 5 04 )ttri&ute Set! for Cu!tomer!
MK-BP 004-004 Creating )ttri&ute!
%!e
8ttriutes are the criteria use to distinguish et!een usiness partners thus
enaling more personalized marketing activities. #ou comine attriutes to
create profile templates, the asis on !hich marketing profiles are created, and
on !hich target groups can e selected.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
S)P C*M Creating "ttribtes
Tran!a"tion "ode 0@M:CP@3;C068@
S)P Menu Marketing H #egmentati!n !f Bsiness Partners H Marketing
"ttribtes H Maintain "ttribtes.

*. 0hoose Create "ttribte (;A).
5 ./nter the name +/F/.T, for the attriute.
7. 0omplete the follo!ing data for the attriute)
.ield %!er a"tion Note
:escription 8ttended events 3r another description.
:ata type 0haracter format -
.umer of chars 5< -
Multi-Fal. 4 /nales multiple ,elections of the
8ttriute
A. "n the values tale, specify the values for this attriute, to e selectale and
the according description like sho! in the follo!ing tale.

)ttri&ute (alue #efault #e!"ription
T@8:/C;8"@ 4 Trade fair
@38:C,63' @oad sho!
".C63?,/CP@/,/.T8T"3. "n-house presentation
F"PC/F/.T F"P customer event
B. 3ptional ) "f you !ant to maintain the attriutes in other languages than the
log-on language, too, go to menu and choose ,-tras C.ange 'angage.
D. Then select the appropriate language, for example "ndonesian, and enter the
description and the attriute values.
.ield 8alue

:escription
=. 0hoose #ave .
E. @epeat these steps for the attriutes +;@/G and +0?,T3M/@T#P/ !ith
the follo!ing values)
8ttriute) 9.*E: 5Bu$ing fre/uen"$
.ield %!er a"tion
:escription &uying fre9uency
:ata type character format
.umer of chars (
/ntry re9uired .o
)ttri&ute 8alue!
)tt1 (alue #e!"ription
8 less than (x per month
& less than (x per !eek
0 More than (x per !eek
)ttri&ute (alue #efault #e!"ription
T@8:/C;8"@ 4
@38:C,63'
".C63?,/CP@/,/.T8T"3.
F"PC/F/.T

: more than 5x per !eek
8ttriute) +0ustomer Type
.ield %!er a"tion
:escription 0ustomer Type
:ata type character format
.umer of chars *
/ntry re9uired .o
Ta& 8alue!
C0ar1 (alue #e!"ription
00 0orporate 0ustomer
@0 @etails 0ustomer

MK-BP 004-04 Creating )ttri&ute Set!
%!e
8n attriute set is used to group attriutes created specifically !ithin 0@M
Marketing together for a marketing-related purpose. /ach attriute set therefore
contains those attriutes elonging to a usiness partner that are relevant for the
purpose%application at hand.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
S)P C*M Creating "ttribte #ets
Tran!a"tion "ode 0@M:CP@3;CT/MP2
S)P Menu Marketing H #egmentati!n !f Bsiness Partners H Marketing
"ttribtes H Maintain "ttribte #ets

*. 0hoose Create "ttribte #et (0reate ;A)
5. "n field "ttribte #et, enter +&PC0?,TC028,, (or any other :escription)
7. "n the Descripti!n field, enter a descriptive text for the profile template, for
example &usiness 0ustomer 0lass (or any other :escription).
A. ,et oth checkoxes Pers!n and Organi/ati!n.
B. "n the "ttribte tale, enter the name(s) of the attriute(s), !hich should make
up the attriute set.
#ou can either enter the name of the attriute directly or search for
attriutes using the value help (;7), !here you can simply select all
attriutes you !ant to insert.
)ttri&ute #e!"ription
+0ustomer Type 0ustomer Type
+/F/.T, 8ttended events
+;@/G &uying fre9uency
B. 0hoose #ave.

MK-BP004-0; )!!igning )ttri&ute 8alue! to Bu!ine!! Partner!
%!e
"n the follo!ing activity you can assign Marketing 8ttriutes directly to the
respective usiness partners manually. Then your target groups !ill find
&usiness Partners in the next section.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
S)P C*M "ssigning "ttribte 0ales t! Bsiness Partners
Tran!a"tion
"ode
0@M:CP@3;C&P
S)P Menu Marketing H #egmentati!n !f Bsiness Partners H
Marketing "ttribtes H "ssign "ttribte 0ales t! Bsiness
Partners
*. 0hoose Create "ssignment (;A).
5. /nter the respective &usiness Partner, for example (<<<<<<*<<.
7. ,elect the 8ttriute ,et +BP1C%#T1C'"## that contains the attriutes that
should e assigned according to the usiness process and press "ssign
"ttribte #et

A. 0hoose #ave.
B. Maintain values for the remaining attriutes of the attriute set.
MK-BP 004-0; Creating Target Group!
%!e
To enale selective marketing, you classify your usiness partners into different
target groups on the asis of certain shared marketing-relevant attriutes, for
example age, occupation, hoies, income and so on. #ou can then tailor your
marketing activities to the re9uirements of these different groups.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
S)P C*M Creating Target 2r!ps
Tran!a"tion
"ode
C*M#6MKTSEG
S)P Menu
Marketing #egmentati!n !f Bsiness Partners
Marketing #egment #egment Bilder

To "reate a target group t0at "an &e u!ed for Campaign7
*. "n the #taging area choose Create Pr!file #et H0ampaign
/xecution0ampaign
5. 8 dialog ox appears !here you have to enter the :escription of the Profile
,et. /nter BP Campaign (t.is is Opti!nal3 y! can give any descripti!n*. #ou
donKt need to enter any data in the field master group.
7. 0hoose C!nfirm.
A. "n the C!mp!nents area choose ta page "ttribtes and choose attriute list
BP1C%#T1C'"## (T.is based y!r defined attribtes* !r BP "ddress and
Marketing "ttribtes (T.is is y! 4ant t! make target gr!p based !n c!ntry
!r Regi!n/#tate.

B. 0lick !ith the right mouse utton on profile and choose Pr!file Pr!perties.
/nter BP Campaign as description of the Profile. Make sure that the Profile
type is Campaign. 0hoose C!nfirm (,nter*.

D. .o! you are ale to create the target group for your profile set. Thus you
have to click on utton Create Target 2r!ps and select the option F!r Pr!file
#et. #our target group is created.

3ptional) "f you $ust have one profile you can also create a target group y right
mouse click on the profile and choose Create Target 2r!p.
=. "f you !ant to display all usiness partners elonging to the target group, click
!ith the right mouse utton in the staging area and choose Open Target
2r!p. "n the details area all usiness partners that meet your selection
criteria !ill e listed.
E. 0hoose #ave.
MK-BP 00; Lead Management - Configuration
Configuration
General Setting! for Lead!
#efining Lead Group!
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)

Tran!a"tion "ode ,P@3
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management
Transacti!ns #ettings f!r 'eads Define 'ead
2r!ps
*. The follo!ing lead groups must e defined)
Lead Group #e!"ription Long name
+<= :irect Fisit 2eads :irect Fisit 2eads

#efining Lead Origin!
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode ,P@3
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management
Transacti!ns #ettings f!r 'eads Define 'ead
Origins
*. The follo!ing lead origins must e defined)
Origin #e!"ription Long name
+<5 0ampaign 0ampaign
+<7 Telephone "n9uiry T/213M 0"0 "n9uiry
+<A @oad ,ho! @oad ,ho!
+<D /nt. 0ustomer Fisit 8ccount Manager Fisit to
0ustomer


#efining Lead Prioritie!
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode ,P@3
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management Transacti!ns
#ettings f!r 'eads Define 'ead Pri!rities

*. The follo!ing lead priorities must e defined)
Priorit$ #e!"ription Long name
( Fery "mportant Fery "mportant
* "mportant "mportant
5 2o! 2o!
MK-BP 00;-00 Ba!i" .un"tion! for Lead!
Maintaining Organi<ational #ata Profile
%!e
The purpose of this activity is to create a ne! organization determination profile
that allo!s you to determine the responsile organizational unit y means of the
assignment of the respective system user, !hich creates a usiness transaction,
in the organizational model.
"f you !ant to determine the organizational data of your documents in a different
!ay, you have to select another rule in the follo!ing steps.
;or example, if your sales organization is divided into several postal code areas
you can enter rule (<<<<5<7 that determines the organizational data on asis of
the attriute assigned to the organizational model.
2ater on you !ill assign this organizational profile to a 0@M usiness transaction
!here the organizational data should e found according to the system user
eing logged in the 0@M system.

Prere/ui!ite!
The organizational model has een created and all persons creating usiness
transactions in the 0@M system are assigned to an organizational unit - either as
user or as usiness partners !ith an assigned user.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode 0@M0C3@-P@3;
S)P C*M IMG
menu
CRM Master Data Organi/ati!nal Management
Organi/ati!nal Data Determinati!n C.ange Rles and
Pr!files Maintain Organi/ati!nal Data Pr!file
*. To create the ne! organizational data determination profile +T/23@-P@3;"
perform the follo!ing steps)

5. 0hoose 5e4 ,ntries and enter the follo!ing values)
.ield Entr$
Profile +T/23@-P@3;"
,cenario ,ale
Determinati!n Rles
3rganizational model
rule
E<(<<<<( - T/213M 3rg Profile - 0ountry%@egion
@esponsiilities rule
Mandat!ry
,ales organization
:istriution channel
:ivision
,ales 3ffice
,ales -roup
7. 0hoose #ave and select a customizing re9uest if re9uired.

*e!ult
8 ne! organizational data determination profile has een created, ready for
eing assigned to one or more 0@M usiness transactions.
#efine Partner #etermination Pro"edure
%!e
"n this activity, you define partner determination procedures that the system uses
to automatically enter partners in Marketing Plan. The partner functions and
access se9uences you have defined are rought together here. 'hen you define
a ne! procedure, you assign it to a transaction category or an item o$ect type,
and enter re9uired and mandatory partner functions. These are the partner
functions the system looks for in 2ead Transaction. #ou maintain settings for
each partner function, and list !hich functions are displayed in the 2ead
Transaction.
Pro"edure
(=. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Fncti!ns
(E. -o to .e! /ntries and :efine re9uired Partner functions involved in the
Marketing Plan
.ield name %!er a"tion and (alue!
Partner ;unction( /mployee @esponsile
Partner ;unction* ,ales Prospect

Partner ;unction5 0ontact Person
*<. :efine 8ccess ,e9uence
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define "ccess #e$ence


*(. :efine 8ccess ,e9uence
Se/uen"e #e!"ription
<<<E 3rganizational :ata) /mployee for
an 3rg. ?nit
06<A Preceding :ocument -> &usiness
Partner @elationships) 8ctivity
Partner
<<<( zPreceding :ocument) 8ctivity
Partner -> Preceding :ocument)
,old-To Party
**. :efine Partner :etermination Procedure
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Determinati!n Pr!cedre

*5. -o to .e! entries and give :escription
Pro"edure +2/8:P:P
#e!"ription T,'+OM PDP 'eads
*7. ,elect the Procedure and go to Procedure ?ser

*A. -o to ne! entries 8ssign &?,*<<<(<= 0@M 2ead and &?,*<<<((< (?se
&usiness 8ctivity or Task) from drag and drop list to ?ser
*B. ,elect &?,*<<<(<= 0@M 2ead and click on Partner ;unction in Procedure
*D. Make a ne! entry !ith the follo!ing data

.ield name %!er a"tion and (alue!
;unction /mployee @esponsile
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence <<<E 3rganizational :ata)
/mployee for an 3rg ?nit
*=. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 0ontact Person
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4

0hangeale address 4
8ccess ,e9uence 06<A Preceding :ocument)
&usiness Partner @elationships)
8ctivity partner
*E. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction ,ales Prospect
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence <<<( zpreceding document)
activity partnerPreceding
:ocument) ,old-To-Party

5<. -o to folder %ser &nterface #ettings and make the follo!ing entries for
Procedure +CM1TCP: Partner :erter. ;or Marketing at 6eader ,creen)
.ield name %!er a"tion and (alue!
Partner ;unction( ,ales Prospect
Partner ;unction* /mployee @esponsile
Partner ;unction5 0ontact Person

:efine ,tatus Profile
(.8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Transactions,ettings for 2eads0hange
,tatus Profile for ?ser ,tatus
B. 0lick on .e! /ntry icon and give description as follo!s
Statu! Profile Te-t
+T2/8: T/213M 2/8: ,T8T?, 8M

D. ,elect :efined ,tatus profile) +T2/8: and -o to :etails icon

=. -ive the follo!ing values in the status Profile
Statu!
Num&er Statu! S0ort Te!t
init1!t
a
Lo2e!
t
3ig0e!
t )ut01Code
(< 3P/. 3P/. 4 (< 7< 800M-@
*< "0
"nterest
0onfirmed (< A< 800M-@
5< ,&@
,pecial
&usiness
@e9uirement *< A< 800M-@
7< 03M 0ompleted *< 7< 800M-@
A< 08. 0anceled (< A< 800M-@
MK-BP 00;-004 Tran!a"tion! for Lead!
#efining Tran!a"tion T$pe for Lead
%!e
The purpose of this activity is to reduce and adapt the re9uired transaction type
for leads.
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode ,P@3
S)P C*M IMG
Cst!mer Relati!ns.ip Management

menu
Transacti!ns Basic #ettings Define
Transacti!n Types
*. -o to .e! /ntries and -ive description as the follo!ing
5. 3n the Definiti!n !f Transacti!n Types screen make the follo!ing entries (for
all other fields the default values can e taken))
.ield name #e!"ription %!er a"tion and (alue! Note
Transaction
Type
+T2
:escription T/213M
2ead
8ccount
Manager
T/213M 2ead 8M
2eading
Transaction
0ategory
&?,
*<<<(<=
2ead
Partner
:eterm. Proc.
+P:P2/8:
3rg. :ata Prof. +T/23@-P@3;"
,tatus Profile +T2/8:

7. ,ave your entries.
Sele"ting *ele(ant Lead Tran!a"tion T$pe!
%!e
"n this process, you select the transaction types you !ant to use.
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)

Tran!a"tion Code ,P@3
S)P C*M IMG menu
Cst!mer Relati!ns.ip Management
Transacti!ns Basic #ettings Define
Transacti!n Types
*. ,et the follo!ing transaction types to inactive)
Tran!1
T$pe
#e!"ription Ina"ti(e
2:0P 2ead 0hannel
Partner
4
2:P3 2ead 0hannel
Manager
4
2/8: 2ead 4
5. ,ave your entries.

#efining Num&er *ange! for Lead
%!e
:efine a numer range for the 2ead that are created in the 0@M system. #ou
can choose et!een internal and external numer assignment.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode 0@M0C.@C@8C2/8:,
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management
Transacti!ns Basic #ettings Define 5mber
Ranges
*. 0hoose 5mber Ranges f!r 'eads.

5. 0reate ne! numer ranges for leads.
7. 8ssign the ne! numer range to the lead transaction.
"M- Menu) Cst!mer Relati!ns.ip Management Transacti!ns Basic
#ettings Define Transacti!n Types.

#efining Item Categor$ #etermination
%!e
"n this process, you can define, per usiness transaction category and item
category group, !hich item categories the system defaults for processing
usiness transactions. 8t the same time, you can define !hich item categories
can alternatively e entered manually for system default. There are a maximum
of three alternative item categories possile.
Pro"edure
(. 8ccess the activity using the follo!ing navigation options))
Tran!a"tion "ode ,P@3
S)P C*M IMG menu CRM Transacti!ns Basic #ettings
Define &tem Categ!ry Determinati!n

*. /nter the follo!ing values and press ,nter.
.ield name 8alue
Trans. Type +T2
"tem 0ategory 2/8:
5. /nter the follo!ing values and press ,nter.
.ield name 8alue
Trans. Type +T2
"tem 0at. -roup .3@M ,ales "tem
"tem 0ategory 2/8:
7. ,ave your entries
*e!ult
#ou have added your o!n Transaction Type to the "tem 0ategory :etermination.

MK-BP 00;-00; :ue!tionnaire! for Lead!
%!e
The lead 9ualification process can e supported y using pre-defined
9uestionnaires.
#efining :ue!tionnaire!
%!e
The 9uestionnaire in the lead is ased on the survey. 8 survey is created in the
,urvey ,uite. This is a tool for managing surveys, opinion polls and
9uestionnaires. The surveys can e found in the left area of the ,uite. The
surveys for each application are found in the corresponding folders in the tree.
;or an overvie! of the availale surveys for the relevant application, open the
folder for that application.
To display the content of a survey, doule-click the survey you !ish to see. The
content is displayed on the right hand side of the screen.
"f a translation has een created for a survey, and is availale, the symol next to
the survey in the tree is the symol for the LTranslateL function.
Pro"edure
8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode 0@MC,?@F/#C,?"T/
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management
Transacti!ns #ettings f!r 'eads
Guestionnaires for 2eads Define
6esti!nnaires

#efining indi(idual /ue!tionnaire7
(. "n the list of applications choose the component ',"D#
a. Press utton Create (;A) to create a ne! 9uestionnaire.

#ou can edit your 9uestionnaire in the ,urvey &uilder. 8 template is generated
for a ne!ly created survey. "t already contains a survey title and a section !ith a
9uestion%ans!er and pushuttons to send or reset the filled out 9uestionnaire.
Create Sur(e$ Element!7
(. "n the upper left screen area, select the hierarchy node in the structure vie!
of the 9uestionnaire.
*. 0hoose &nsert #ecti!n to create a group of individual 9uestions that elong
together as regards su$ect.
The system displays detailed information for the section in the lo!er left
screen area.
5. /nter a name into field Te-t that is to appear as the title of the 9uestion group
in the survey.
7. ,elect the ne! section and choose "nsert Guestion to define your 9uestions.
The system displays entry fields in !hich you can enter the 9uestion text, ":
(is visile in expert mode) and the rating factor.
8 9uestion consists of the attriutes 9uestion text, "d, and rating factor,
!hich you must maintain and also of as many ans!ers as re9uired.
8 uni9ue "d must e assigned to each 9uestion. This "d is necessary for
the later evaluation of the completed survey. The system gives you a
suggestion for a uni9ue "d, ut you can over!rite this.

'ith the rating factor, you can control the 9uantitative evaluation of the
survey. The higher the rating factor, the greater the !eighting of the
9uestion in the evaluation. "n the evaluation, the calculation is made y
multiplying the rating factor of each 9uestion y the rating of the selected
ans!er.
A. ,elect your 9uestion and choose &nsert "ns4er to pre-define your ans!ers.
The system displays entry fields.
8n ans!er consists of ans!er attriutes and ans!er options. 8ccording to
the ans!er category, the ans!er can contain one or more ans!er options.
;or input fields and text areas, only one ans!er option per ans!er is
allo!ed, for radio uttons, check- oxes and list oxes, as many ans!er
options as re9uired are possile.
8 uni9ue "d (is visile in expert mode) must e assigned to every ans!er.
This "d is necessary for the later evaluation of the completed survey. The
system !ill give you a suggestion for a uni9ue "d, ut you can over!rite
this.

#ou can also determine !hether the text is placed to the left or the right of
the input element and !hether the ans!er should e in display format only
and therefore unchangeale.
;or input fields and text areas, you must also specify the size.
"f necessary, select one of the ans!er options as a defalt vale that is
already selected !hen you open the 9uestionnaire.
B. 8dd other 9uestions%ans!ers that you !ant to ask in this section or create
ne! sections !ith 9uestions%ans!ers.
D. To change the attriutes of a survey element you created, you have to
doule-click on it in the structure vie!.
=. 0hoose ,ave .
E. #ou can run a test for the created survey (0T@2 M ;=)
(<. -o ack (;5) and activate your survey (0T@2 M ;() .

#efine :ualifi"ation Le(el! to :ue!tionnaire!
Gualification levels are derived to evaluate the 9uestionnaire. 2ater on these
levels are assigned to Guestionnaires
Pro"edure
The 6alificati!n 'evel are defined as follo!s.
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG menu CRM Transacti!ns #ettings f!r 'eads
Define 6alificati!n 'evels
Cu!tomi<ing for :ualifi"ation Le(el!
:ualifi"ation Le(el Minimum Per"entage
<( 0old
<* 'arm
<5 6ot
*. ,ave
)!!igning :ualifi"ation Le(el! to :ue!tionnaire!
%!e
The 9ualification level is derived from the percentage rate that is calculated from
the ans!ers of the 9uestionnaire.
Pro"edure
The predefined 6alificati!n 'evel levels and the according percentage can e
used.

5. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG menu CRM Transacti!ns 6esti!nnaires f!r 'eads
"ssign 6alificati!n 'evels t! 6esti!nnaires
7. 0hoose 5e4 ,ntry and select +T/213MC2/8:C8MCG?/,T"3..8"@/I
then doule-click on Gualification level in the left frame.
A. :efine the follo!ing 9ualification levels)
:ualifi"ation Le(el Minimum Per"entage
0old (<
'arm *<

6ot 5<
#efining #etermination for :ue!tionnaire!
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode ,P@3
S)P C*M IMG
menu
Cst!mer Relati!ns.ip Management
Transacti!ns #ettings f!r 'eads
6esti!nnaires f!r 'eads Define Determinati!n
f!r 6esti!nnaires

*. 3n the Define Determinati!n f!r 6esti!nnaires ('eads* screen, choose 5e4
,ntries and make the follo!ing entries)
.ield name #e!"riptio
n
%!er a"tion and (alue! N
ot
e
:eterm. +:G2
:escription Guestionnaire for 8M
Falid ;rom.
Falid To
Trans Type +T2
"tem 0at.
Guestionnair
e ":
+T/213MC2/8:C8MCG?/,T"3..8"@/
Mand.
8ctiv 4

Integration Lead Management =-> Opportunit$ Management
%!e
This section deals !ith the integration of lead management and opportunity
management via !orkflo!.
S)P ?orkflo2 Setting! for Lead Management
)"ti(ating t0e ?orkflo2 Lead to Opportunit$
%!e
Pro"e!! of ?S0000
The !orkflo! Create 2eneral Opp!rtnity and #BR Opp!rtnity fr!m 'ead is started !hen
a lead is saved !ith 9ualification level 7!t and status ,rr!r8free. The system
uses the lead-specific attriutes Pri!rity and 'ead 2r!p to check !hether an
opportunity can e automatically created, or a 8ccount Manager first needs to
decide. "f the 8ccount Manager decides that an opportunity can e created, the
lead status is set "nterest in 0onfirmed, and an opportunity is created in the
ackground.
"f necessary, this is for!arded to the sales employee to check. "f the sales
employee re$ects the lead, the lead status is set to Lre$ected y salesL, and the
initiator is informed y mail.
The !orkflo! is ended if no opportunity is created and
o The lead is deleted or
o The status of the lead is changed to a value other than ,rr!r8free.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode 330?
S)P C*M IMG menu CRM Basic Fncti!ns #"P Bsiness 9!rkfl!4
Perf!rm Task8specific Cst!mi/ing

*. 0hoose application component arev. CRM8BT:8',"
5. 0hoose "ctivate event linking (if not activated already).
7. 3n the ,vent 'inkage; Triggering ,vent screen expand !orkflo! (<<<(<((
A. 8ctivate the events CRM 'ead "ttribte C.anged and CRM 'ead
#et,rr!rFree.

B. -o &ack (;5) and 0hoose "ssign "gents.
D. 8ssign the sales rep to the Tasks T, (<<<=(A* and T, (<<<=(A5 and ',
(<<<(<(( y positioning your cursor on the relevant task and choosing
Create agent assignment.
=. ,elect 3$ect Type %ser and press C!ntine.
E. ,elect the sales rep #"',#1R,P using the dialog ox and then choose
2enerate.
(<. The sales employees are no! assigned to the chosen task.
((. @epeat this procedure for the *
nd
and 5
rd
task as !ell.
(*. ,ave your entries.

.
#efining Cop$ Control from Lead to Opportunit$
Prere/ui!ite!
The opportunity management scenario has een configured, i.e. the transaction
type +3PT
%!e
The copying control for transaction type +T2 (T/213M 2/8: for 8M) to +3PT
(-eneral 3pportunity) has to e defined.
The copying control for transaction type +T2 (T/213M 2/8: for 8M) to +,&@
(,&@ 3pportunity) has to e defined.
Pro"edure
(. 8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode ,P@3
S)P IMG menu
Cst!mer Relati!ns.ip Management
Transacti!ns Basic #ettings C!py C!ntr!l f!r
Bsiness Transacti!ns Define C!py C!ntr!l f!r
Transacti!n Types
*. Make the follo!ing entries)

.ield name #e!"ription %!er a"tion and (alue! Note
,ource trans. +T2
Trans. type +3PT

5. Make the follo!ing entries)
.ield name #e!"ription %!er a"tion and (alue! Note
,ource trans. +T2
Trans. type +,&@
7. ,ave your entries.

MK-BP 00@ Maintain Campaign! - Configuration
Ba!i" Campaign Configuration
#efine O&'e"ti(e!
%!e
"n this activity, you can define o$ectives for campaigns and campaign elements.
The values that you define here can e selected from the input help for the
o$ective field. This field is located on the Basic Data ta strip in the Marketing
Planner.
The o$ective is an optional criterion (together !ith the campaign type and
priority, for example) y !hich evaluations on the success of a campaign can as
!ell e run in the &usiness "nformation 'arehouse.
Pro"edure
5. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Objectives
Tran!a"tion Code SP*O
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Objectives
7. "n the CRM Marketing Planning Objectives maintain the follo!ing data)

O&'e"ti(e #e!"ription +EN,
+<( 8c9uisition and Penetration
+<* M,&: N Pricing Mechanism
+<5 'inning on &idding Management
+<7 "mplemt ,ervice N 3perational /xcellence
+<A :evelopment 0ommunity @elationship
+<B "mproving 0ustomer ,atisfactionN 2oyalty
+<D "mproving ,ervice 2evel -uarantee
+<= :eveloping &enefitN@e!ard for customer
+<E "mproving Payment Mgt N &illing system
+(< Providing /&, ased on ,u segement
+(( 3ffering total solution, applicationN0P/
+(* &uilding Joint marketingNPartnership
+(5 :eveloping /nterprise &usiness process
+(7 0ustomer profilingN,egment "mprovement
+(A Market @esearchN0ompetitive intelligence
+(B 2everaging &usiness "nnovation
+(D ,ynergy !ith Telkom -roup
+(= &uilding 0orporate N Product "mage
+,( 0ustomer ,atisfaction 8nalysis

#efine Ta"ti"!
%!e
"n this activity, you define the tactics for campaigns and campaign elements or
trade promotions and trade promotion elements.
The values that you define here are then sho!n in the input help for the Tactic
field. #ou can find this field on the Basic Data ta page.
'hen you evaluate the campaign or trade promotion in the &usiness "nformation
'arehouse, you can use this field to report on the effectiveness of these tactics.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)

S)P C*M *ole
Menu
Define Tactics
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Tactics
"
*. "n the CRM Marketing Planning Tactics maintain the follo!ing data)
Ta"ti" #e!"ription +EN,
+<( Program of ,ale of 'ireline
+<* Program of ,ale of 'ireless
+<5 Program of ,ale of :ata
+<7 Program of ,ale of "nternet
+<A Program of ,ale of .et!ork
+<B Marketing Penetration
+<D "ncentive Program
+<= Program of Market 8c9ui of ,hare Foice

+<E Program of Market 8c9ui of ,hare :ata
+(< Program of Market 8c9ui of ,hare "nternt
+(( Program of Market 8c9ui of ,hare .et!ork
+(* Marketing 0ost - 8c9uisition
+(5 Making%!riting policy of "nstant 0apex
+(7 ,ale of ,olution of "P P&4 ,ervice
+(A 8c9ui 57 uilding of 6@& 0ust &"./T J1@
+(B ,ale and 89uisition y @eseller
+(D Making%!riting N updating policyNMec pri
+(= "ncrse aggresive mktingNsale !ith M,&:
+(E Prog Packaging productNmanage ,ervice
+*< ,ale of &undling ,olution ;lexi-P&4 0?-
+*( &undling ,peedy, 0ontent 6otspot N0P/
+** Provision of ,olution at 6@& !ith /M8.
+*5 Provision of ,olution Package of telepho
+*7 "ncreased in "mplementation 0*,/
+*A "ncreased in "mplementation 0*3/
+*B 8ssessment ,ervice attitudeNehaviour 8M
+*D "ncreased ,ervice 8ttritudeNehaviour 8
+*= 8udit 8M Practice

+*E @adical "mprovement of 8M Practice
+5< 8M @e!ard and "ncentive
+5( 'riting%making ,tandard @e!ard for 8M
+5* "mplementation 0orporate0ulture TT' (5A
+55 Training and :evelopment TT' (5A
+57 "mplemention of T3/, in the TT' (5A
+5A Programme of 0ommunity ;ormation
+5B 0ust rel to domesticNinter telecomm comu
+5D :evelop program cust loyaltyNintimy prog
+5= 0@M
+5E 0ustomer @elation%0@M tool
+7< 0ustomer @elation%policy of mgt account
+7( 0ustomer 2oyalty ProgramN0ust @e!ard
+7* 0ustomer ,atisfaction
+75 Perform 0ust ,urvey(0,,0PN2,)
+77 "ncrease ,2-
+7A :o%organize research to respond todemand
+7B Prog improvement P,&Nhandling troleNavi
+7D Provide ack up system, mini .30Nsite /n
+7= Program of gift of customer Magazine

+7E Program of 0ust visit for each 8M N Mgt
+A< Program :irect Mail
+A( Program to present at /xhiition(3,N",)
+A* Program 0ash &ack
+A5 Program 0ustomer /ducation
+A7 Program -athering
+AA Program of gift of re!ard for early paym
+AB Program ,ingle &illing
+AD Program 6ot &illing
+A= Program "T Payment Mgt N &illing system
+AE :evelopment of /&, per su segment
+B< 0ommercialization /&, per su segement
+B( Provision of ,olution Package of 0om &us
+B* Program of ,ale MultimediaN8pp content
+B5 "mprovement 0P/
+B7 &undling 0P/
+BA ,olution 0P/
+BB Provision of 0P/ ,olution N Maintenance
+BD Preparation of 0P/ &udget
+B= Partnership !ith -loal Partner

+BE ,ale managed usi comm thr colla conten
+D< @eseller :ata and internet to 0orp ,egmt
+D( @eseller ;ixed 'ireless to community seg
+D* Provision Prog%scheme for colla service
+D5 8c9uisition of -loal 0ustomer thr Partn
+D7 Provision of 0onsulting
+DA @eorganization of &izpro P3-:0
+DB :evelopment of "T ssi &izpro P3-:0
+DD 0ust @elation%9ueuing of tools for order
+D= "mplementation of TM&/,
+DE Trainging and development of TM&/,
+=< "mplementation of TM&/, on reporting sys
+=( :evelopment of :ashoard N 0ommando
+=* "mplemenation of :ashoard N 0ommando
+=5 @eorganization of performance mgt sys
+=7 "mplementation of PM, and @eporting ,yst
+=A :evelopment%@eorganisation of /',
+=B @eorganization of 6uman @esource
+=D "mprovement of data ase 0ustomer
+== ,etting of ,ervice Policy of 00 (Top-*A)

+=E "dentificationNmaking%!riting cust needs
+E< 8ctivity of Market @esearch
+E( 8ctivity 0ompetitive intelligence
+E* :evelopment of Product !ith =(c evaluate
+E5 2aunching of Product N marketing commun
+E7 ,ales of ne! Product
+EA ,upport for launching of ne! product
+EB @e!ard for ,olution and "nnovation
+ED &undling Product of T/213M -roup
+E= Joint Promo to increase traffic L3n .etL
+EE Package of Fentus - T/213M,/2
+(<< "mplementationN:evelopment of synergy
+(<( Maintaining N updating catalogue
+(<* "ntensive &rand Mgt N Mkting communicat
+T,( Guestionaaire ;ill-?p
#efine Campaign T$pe!AO&'e"ti(e!ATa"ti"!
%!e
0ampaign types are an optional feature in the Marketing Planner and are used to
help categorize individual campaigns or trade promotions (for example,
telephone or e-mail campaigns). The campaign type is one of the attriutes of a
campaign !hich can e used to compare the success rate of different
campaigns. There are no restrictions to the numer or category of campaign
types you may define. "n the Marketing Planner, they can e selected in the field
Campaign Type on the ta page Basic Data.
#ou can also create and assign o$ectives specifically for a predefined campaign

type and%or create pairs of o$ectives and tactics for this campaign type. These
must first e defined under Define Objectives and Define Tactics respectively.
Pro"edure
E. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Campaign Types/Objectives/Tactics
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Campaign Types/Objectives/Tactics
(<. 0reate a ne! campaign type !ith the follo!ing values)
Campai
gn T$pe
#e!"ription Categor
$
%nu!ed
)!!ignment
!
E-tra
"t
TG!
E-tra"t
Mail
G%I#!
+8.0 8c9uiring .e!
0ustomer
0ampaig
n
Products
Product0atal
ogs
4 4



((. 8ssign the follo!ing o$ectives and tactics to the campaign type 8c9uiring
.e! 0ustomer)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+8.0 +<( 8c9uisition and
Penetration
+<( Program of ,ale of
'ireline
+<* Program of ,ale of
'ireless
+<5 Program of ,ale of
:ata
+<7 Program of ,ale of
"nternet
+<A Program of ,ale of
.et!ork
+<B Marketing Penetration
+<D "ncentive Program
+<= Program of Market

8c9ui of ,hare Foice
+<E Program of Market
8c9ui of ,hare :ata
+(< Program of Market
8c9ui of ,hare "nternt
+(( Program of Market
8c9ui of ,hare
.et!ork
+(* Marketing 0ost -
8c9uisition
+(5 Making%!riting policy
of "nstant 0apex
+(7 ,ale of ,olution of "P
P&4 ,ervice
+(A 8c9ui 57 uilding of
6@& 0ust &"./T J1@
+(B ,ale and 89uisition
y @eseller

(*. 8ssign the follo!ing o$ectives and tactics to the campaign type +8c9uiring
.e! 0ustomer)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+8.0 +<* M,&: N Pricing
Mechanism
+(D Making%!riting N
updating policyNMec
pri
+(= "ncrse aggresive
mktingNsale !ith
M,&:
+(E Prog Packaging
productNmanage
,ervice
+*< ,ale of &undling
,olution ;lexi-P&4

0?-
+*( &undling ,peedy,
0ontent 6otspot
N0P/
(5. 8ssign the follo!ing o$ectives and tactics to the campaign type +8c9uiring
.e! 0ustomer)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+8.0 +<5 'inning on
&idding
Management
+** Provision of ,olution
at 6@& !ith /M8.
+*5 Provision of ,olution
Package of telepho

(7. 8ssign the follo!ing o$ectives and tactics to the campaign type +&P &est
Practice)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+&P +(5 :eveloping
/nterprise
&usiness
process
+DA @eorganization of &izpro
P3-:0
+DB :evelopment of "T ssi &izpro
P3-:0
+DD 0ust @elation%9ueuing of
tools for order
+D= "mplementation of TM&/,
+DE Trainging and development
of TM&/,
+=< "mplementation of TM&/,
on reporting sys
+=( :evelopment of :ashoard
N 0ommando
+=* "mplemenation of :ashoard
N 0ommando
+=5 @eorganization of
performance mgt sys
+=7 "mplementation of PM, and
@eporting ,yst
+=A :evelopment%@eorganisation
of /',

(A. 8ssign the follo!ing o$ectives and tactics to the campaign type +&P &est
Practice)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+&P +(7 0ustomer
profilingN,egment
"mprovement
+=D "mprovement of data
ase 0ustomer
+== ,etting of ,ervice
Policy of 00 (Top-*A)

(B. 8ssign the follo!ing o$ectives and tactics to the campaign type +&P &est
Practice)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+&P +(A Market
@esearchN0ompetitive
intelligence
+=E "dentificationNmaking%!riting
cust needs
+E< 8ctivity of Market @esearch
+E( 8ctivity 0ompetitive
intelligence
(D. 8ssign the follo!ing o$ectives and tactics to the campaign type +0"P
0ustomer "ntimacy Programme)
Campaign O&'e"ti(e #e!"ription Ta"ti #e!"ription

T$pe "
+0"P +<7 "mplemt
,ervice N
3perational
/xcellence
+*7 "ncreased in "mplementation
0*,/
+*A "ncreased in "mplementation
0*3/
+*B 8ssessment ,ervice
attitudeNehaviour 8M
+*D "ncreased ,ervice
8ttritudeNehaviour 8
+*= 8udit 8M Practice
+*E @adical "mprovement of 8M
Practice
+5< 8M @e!ard and "ncentive
+5( 'riting%making ,tandard
@e!ard for 8M
+5* "mplementation
0orporate0ulture TT' (5A
+55 Training and :evelopment
TT' (5A
+57 "mplemention of T3/, in the
TT' (5A

(=. 8ssign the follo!ing o$ectives and tactics to the campaign type +0"P
0ustomer "ntimacy Programme)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+0"P +<A :evelopment
0ommunity
@elationship
+5A Programme of 0ommunity
;ormation
+5B 0ust rel to domesticNinter
telecomm comu
+5D :evelop program cust
loyaltyNintimy prog
+5= 0@M
+5E 0ustomer @elation%0@M tool
+7< 0ustomer @elation%policy of
mgt account

(E. 8ssign the follo!ing o$ectives and tactics to the campaign type +0"P
0ustomer "ntimacy Programme)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+0"P +<B "mproving
0ustomer
,atisfactionN
2oyalty
+7( 0ustomer 2oyalty
ProgramN0ust @e!ard
+7* 0ustomer ,atisfaction
+75 Perform 0ust
,urvey(0,,0PN2,)

*<. 8ssign the follo!ing o$ectives and tactics to the campaign type +0F"
0ustomer Falue "mprovement)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+0"F +<D "mproving
,ervice
2evel
-uarantee
+77 "ncrease ,2-
+7A :o%organize research to
respond todemand
+7B Prog improvement
P,&Nhandling troleNavi
+7D Provide ack up system,
mini .30Nsite /n

*(. 8ssign the follo!ing o$ectives and tactics to the campaign type +0F"
0ustomer Falue "mprovement)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+0F" +<= :eveloping
&enefitN@e!ard
for customer
+7= Program of gift of
customer Magazine
+7E Program of 0ust visit for
each 8M N Mgt
+A< Program :irect Mail
+A( Program to present at
/xhiition(3,N",)
+A* Program 0ash &ack
+A5 Program 0ustomer
/ducation
+A7 Program -athering

**. 8ssign the follo!ing o$ectives and tactics to the campaign type +0F"
0ustomer Falue "mprovement)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+0F" +<E "mproving
Payment Mgt N
&illing system
+AA Program of gift of re!ard
for early paym
+AB Program ,ingle &illing
+AD Program 6ot &illing
+A= Program "T Payment Mgt
N &illing system

*5. 8ssign the follo!ing o$ectives and tactics to the campaign type +M/4
Market /xpansion)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+M/4 +(< Providing /&,
ased on ,u
segement
+AE :evelopment of /&, per
su segment
+B< 0ommercialization /&,
per su segement
*7. 8ssign the follo!ing o$ectives and tactics to the campaign type +M/4
Market /xpansion)
Campaign O&'e"ti(e #e!"ription Ta"ti #e!"ription

T$pe "
+M/4 +(( 3ffering total
solution,
applicationN0P/
+B( Provision of ,olution
Package of 0om &us
+B* Program of ,ale
MultimediaN8pp content
+B5 "mprovement 0P/
+B7 &undling 0P/
+BA ,olution 0P/
+BB Provision of 0P/
,olution N Maintenance
+BD Preparation of 0P/
&udget
*A. 8ssign the follo!ing o$ectives and tactics to the campaign type +M/4
Market /xpansion)

Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+M/4 +(* &uilding Joint
marketingNPartnership
+B= Partnership !ith
-loal Partner
+BE ,ale managed usi
comm thr colla
conten
+D< @eseller :ata and
internet to 0orp
,egmt
+D( @eseller ;ixed
'ireless to
community seg
+D* Provision
Prog%scheme for
colla service
+D5 8c9uisition of
-loal 0ustomer
thr Partn
+D7 Provision of
0onsulting

*B. 8ssign the follo!ing o$ectives and tactics to the campaign type +." .e!
"nitiative)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+." +(B 2everaging &usiness
"nnovation
+E* :evelopment of
Product !ith =(c
evaluate
+E5 2aunching of
Product N
marketing commun
+E7 ,ales of ne!
Product
+EA ,upport for
launching of ne!
product
+EB @e!ard for
,olution and
"nnovation

*D. 8ssign the follo!ing o$ectives and tactics to the campaign type +." .e!
"nitiative)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription

+." +(D ,ynergy
!ith Telkom
-roup
+ED &undling Product of T/213M
-roup
+E= Joint Promo to increase traffic
L3n .etL
+EE Package of Fentus -
T/213M,/2
+(<< "mplementationN:evelopment
of synergy

*=. 8ssign the follo!ing o$ectives and tactics to the campaign type +." .e!
"nitiative)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+." +(= &uilding
0orporate N
Product
"mage
+(<( Maintaining N updating
catalogue
+(<* "ntensive &rand Mgt N Mkting
communicat



Maintain Sender )ddre!!e! for E-Mail
%!e
"n this activity, you enter the /-mail address that is to appear as the sender<s
address for the recipients of a marketing /-mail. #ou need to make this setting if
you are planning an e-mail marketing campaign.
"n the Marketing Planner you enter this address under the ta strip C.annels for
the marketing element to !hich the target group is assigned.
"n addition to a sender address, you can also enter an address that is to appear
as the reply address in the /-mail. This enales you to specify t!o separate
addresses !here needed.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Maintain #ender "ddresses f!r ,8Mail
Tran!a"tion Code SP*O
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Pers!nali/ed Mail
Maintain #ender "ddresses f!r ,8Mail

*. 0hoose 5e4 ,ntries.
5. /nter the follo!ing values for the ne! mail address)
Ident1 Mail )ddre!! *epl$
TM1TC8:@ marketingOP0@M client>.P0@M system
":>.telkom.co.id.en
e.g. marketingOA<<.cs(.telkom.co.id.en
Marketing
:epartment
7. ,ave your settings.

#efine Partner #etermination Pro"edure
%!e
"n this activity, you define partner determination procedures that the system uses
to automatically enter partners in Marketing Plan. The partner functions and
access se9uences you have defined are rought together here. 'hen you define
a ne! procedure, you assign it to a transaction category or an item o$ect type,
and enter re9uired and mandatory partner functions. These are the partner
functions the system looks for in 0ampaign type. #ou maintain settings for each
partner function, and list !hich functions are displayed in the 0ampaign. 'hen
you later assign this procedure to a 0ampaign Type, the settings you make here
are valid in 0ampaign Management.
Pro"edure
(.8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Fncti!ns
5(. -o to .e! /ntries and :efine re9uired Partner functions involved in the
Marketing Plan
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y
Partner ;unction* 0hecked &y
Partner ;unction5 8pproved &y
Partner ;unction7 /xecuted &y


5*. :efine 8ccess ,e9uence
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define "ccess #e$ence

55. :efine 8ccess ,e9uence
Se/uen"e #e!"ription
<<<= Preceding :ocument -> ?ser
06<= 3rganizational :ata) /mployee of
@esponsile 3rganizational ?nit

57. :efine Partner :etermination Procedure
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Determinati!n Pr!cedre
5A. -o to .e! entries and give :escription
Pro"edure +C0MPCP:
#e!"ription Campaign PDP

5B. ,elect the Procedure and go to Procedure ?ser
5D. -o to .e! /ntries 8ssign &?,*<(<<*< mrktgpro$ectcampaign and
&?,*<(<<** mktgpro$0ampaign/lem from drag and drop list t

5=. ,elect &?,*<(<<*< &?,*<(<<*< mrktgpro$ectcampaign and click on
Partner ;unction in Procedure
5E. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction Proposed &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence <<<= Preceding :ocument -> ?ser

7<. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 0hecked &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit


7(. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 8pproved &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit


7*. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction /xecuted &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(<
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit


75. -o to folder %ser &nterface #ettings and make the follo!ing entries for
Procedure +C0MPCP: Partner :erter. ;or Marketing at 6eader ,creen)
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y
Partner ;unction* 0hecked &y
Partner ;unction5 8pproved &y
Partner ;unction7 /xecuted &y



77. 8ssign Partner :etermination Procedure) +C0MPCP: Partner :erter. ;or
Marketing to 0ampaign Type
7A. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management Partner Processing "ssign Partner
Determinati!n Pr!cedre

7B. -o to .e! /ntries and the follo!ing
T$pe
ZANC Acquiring New Customer
Pro"edure
Z_CMP_PD
7D. -o to .e! /ntries and the follo!ing
T$pe
ZBP Best Practice
Pro"edure
Z_CMP_PD
7=. -o to .e! /ntries and the follo!ing
T$pe
ZCIP Customer Intimacy programme
Pro"edure
Z_CMP_PD
7E. -o to .e! /ntries and the follo!ing
T$pe
ZCVI Customer Vaue Impro!ement
Pro"edure
Z_CMP_PD
A<. -o to .e! /ntries and the follo!ing
T$pe
ZM"# Mar$eting "%pansion
Pro"edure
Z_CMP_PD
A(. -o to .e! /ntries and the follo!ing
T$pe
ZNI New Initiati!e
Pro"edure
Z_CMP_PD

A*. ,ave your entries.
:efine ,tatus Profile
(.8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management -eneral ,ettings 0hange ,tatus
Profile for ?ser ,tatus
*E. 0lick on .e! /ntry icon and give description as follo!s
Statu! Profile Te-t
+08MP Telkom 0ampaign status Profile

5<. ,elect :efined ,tatus profile) +08MP and -o to :etails icon
5(. -ive the follo!ing values in the status Profile
Statu!
Num&er Statu! S0ort Te!t
init1!t
a
Lo2e!
t
3ig0e!
t )ut01Code
(< 3P/. 3P/. 4 (< *< ,MM1T
(A @/82 @eleased (< *< ,MM1T
*< &803
&udget
8llocation
0ompleted. *< 7< 8FPM1T
5< @/01 @e-0heck *< 5< ,MM1T
7< @/31
3pen for
&udget
8pproval 5< A< /-M/P
A< 8PP@ 8pproved A< B< ,MM1T
B< @/2/ @eleased B< B< ,MM1T

#efine Communi"ation C0annel
"n order to e ale to send /-Mails as a result of a marketing campaign and at
the same time create the respective activity for the customer history you have to
define a respective communication channel.
#efine Tran!a"tion T$pe! for Marketing )"ti(itie!
%!e
8 transaction type defines the properties and characteristics of a usiness
transaction and defines the control attriutes (for example, text determination
procedure, partner determination procedure, status profile, organizational data
profile). 8 transaction type controls the processing of a specific usiness
transaction. 8 transaction type is assigned to one or several usiness transaction
categories (for example, activity). The usiness transaction category determines
the usiness context in !hich the transaction type can e used (for example
activity). This means that one usiness transaction category is the leading
usiness transaction category. This category is not related hierarchically to other
usiness transaction categories, ut represents a preference. 'hen sending
Marketing /mails to a group of customers containing in a target group the
intention is to capture this information as an outound marketing activity.
;urthermore the usiness procedure re9uires a separate inound activity in case
the customer declines the trade sho! participation.
"n this case t!o marketing activities have to e created.

Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Marketing Transacti!n Types
Tran!a"tion Code
SPRO
IMG Menu CRM Transacti!ns Basic #ettings Define
Transacti!n Types
*. 0hoose 5e4 ,ntries.
5. /nter the follo!ing values)
.ield name %!er a"tion and (alue!
Trans.Type T/27
,hort :escription T/2 "ncoming /-Mail
:escription T/213M "ncoming /-mail
2eading Transaction
0ategory
&?,*<<<(*B &usiness 8ctivity
0ommitment :ate 0ommitment :ate is not calculated
Text :et. Procedure 80T<<<<(
Partner :eterm.Proc. +P:P80T"
,tatus Profile +T/28,P
3rg. :ata Prof. +T/23@-P@3;"
:ate Profile <<<<<<<<<<<5

.o.@ange 3$ect
0@MC80T"F"
"nt..o.@ange .o
<(
7. ,elect transaction type T/27 and choose 8ssignment of &usiness
Transaction 0ategories.
A. 0hoose 5e4 ,ntries
B. /nter transaction category &usiness 8ctivity.

D. ,election transaction category &usiness 8ctivity and choose 0ustomizing
6eader.
=. 0hoose 5e4 ,ntries and enter the follo!ing values)
.ield name %!er a"tion and (alue!
0ategory /-Mail
:irection "nound
E. 0reate a second transaction type !ith the follo!ing values)
.ield name %!er a"tion and (alue!
Trans.Type +3/M
,hort :escription T/2 3utgoing /Mail
:escription T/213M 3utgoing /Mail
2eading Transaction
0ategory
&?,*<<<(*B &usiness 8ctivity
0ommitment :ate 0ommitment :ate is not calculated
Text :et. Procedure 80T<<<<5
Partner :eterm.Proc. +P:P80T"
,tatus Profile +T/28,P

3rg. :ata Prof. +T/23@-P@3;"
:ate Profile <<<<<<<<<<<*
.o.@ange 3$ect 0@MC80T"F"
"nt..o.@ange .o <(
(<. /nter transaction category Bsiness "ctivity for this transaction type.

((. "n the 0ustomizing 6eader you have to maintain the follo!ing data for this
transaction type)
.ield name %!er a"tion and (alue!
0ategory
/-Mail
Priority Medium
-oal 8rouse "nterest
:irection 3utound
(*. 0reate a Thrid transaction type !ith the follo!ing values)
.ield name %!er a"tion and (alue!
Trans.Type +,M,
,hort :escription T/213M ,M,
:escription T/213M ,M,
2eading Transaction
0ategory
&?,*<<<(*B &usiness 8ctivity

0ommitment :ate 0ommitment :ate is not calculated
Text :et. Procedure 80T<<<<(
Partner :eterm.Proc. +P:P80T"
,tatus Profile +T/28,P
3rg. :ata Prof. +T/23@-P@3;"
:ate Profile <<<<<<<<<<<(
.o.@ange 3$ect 0@MC80T"F"
"nt..o.@ange .o <(
(5. /nter transaction category Bsiness "ctivity for this transaction type.

(7. "n the 0ustomizing 6eader you have to maintain the follo!ing data for this
transaction type)
.ield name %!er a"tion and (alue!
0ategory
,M,
Priority Medium
-oal
:irection 3utound
(A. 0reate a ;orth transaction type !ith the follo!ing values)
.ield name %!er a"tion and (alue!
Trans.Type +:F
,hort :escription :irect Fisit
:escription :irect Fisit
2eading Transaction
0ategory
&?,*<<<(*B &usiness 8ctivity

0ommitment :ate 0ommitment :ate is not calculated
Text :et. Procedure 80T<<<<(
Partner :eterm.Proc. +P:P80T"
,tatus Profile +T/28,P
3rg. :ata Prof. +T/23@-P@3;"
:ate Profile <<<<<<<<<<<(
.o.@ange 3$ect 0@MC80T"F"
"nt..o.@ange .o <(
(B. /nter transaction category Bsiness "ctivity for this transaction type.

(D. "n the 0ustomizing 6eader you have to maintain the follo!ing data for this
transaction type)
.ield name %!er a"tion and (alue!
0ategory
/-Mail
Priority Medium
-oal
:irection 3utound
(=. ,ave your entries.

#efine Communi"ation C0annel Setting!
%!e
"n this activity you specify communication media (in effect communication
strategies consisting of one or more different media) y !hich you intend to
contact usiness partners !ithin a marketing campaign. #ou enter the
communication medium in the Marketing Planner under C.annels.
The attriutes of each communication medium are transferred to the &usiness
"nformation 'arehouse for evaluation.
Ba"kground
/ach communication medium consists of one or more communication methods
together !ith a priority that you assign to a communication method.
"f you !ant to trigger usiness transactions (activities for example) then on the
same screen, assign a usiness transaction type (defined in 0ustomizing) to the
relevant communication method.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define C!mmnicati!n C.annel
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Campaign ,-ecti!n
Define C!mmnicati!n Medim

*. 0reate a ne! communication medium !ith the follo!ing data)
.ield name %!er a"tion and (alue!
Medium <<<*
0ommunication Medium /-Mail
;older) Define Pr!perties and Bsiness Transacti!n Types
Priority (
0ommunication Method "nternet Mail (,MTP)
Transaction Type +3/M
0ategory /-Mail
5. 0reate another ne! communication medium !ith the follo!ing data)
.ield name %!er a"tion and (alue!
Medium <<<5
0ommunication Medium :irect Fisit
;older) Define Pr!perties and Bsiness Transacti!n Types
Priority (
0ommunication Method "nternet Mail (,MTP)
Transaction Type +:F
0ategory :irect Fisit

7. 0reate another ne! communication medium !ith the follo!ing data)
.ield name %!er a"tion and (alue!
Medium <<<A
0ommunication Medium ,M,
;older) Define Pr!perties and Bsiness Transacti!n Types
Priority (
0ommunication Method "nternet Mail (,MTP)
Transaction Type +,M,
0ategory ,M,
*e!ult
.o! you have created a ne! communication channel for /-Mail, ,M, and
:irect Fisit execution that generates marketing outound activities in parallel to
the /-Mail sending process itself.

#efine Partner #etermination Pro"edure
%!e
"n this activity, you define partner determination procedures that the system uses
to automatically enter partners in usiness transactions. The partner functions
and access se9uences you have defined are rought together here. 'hen you
define a ne! procedure, you assign it to a transaction category or an item o$ect
type, and enter re9uired and mandatory partner functions. These are the partner
functions the system looks for in transactions. #ou maintain settings for each
partner function, and list !hich functions are displayed in the transaction
document header. 'hen you later assign this procedure to a transaction type or
an item category, the settings you make here are valid in transactions of that type
or for items of that category.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Partner Determinati!n Pr!cedre
Tran!a"tion Code
SPRO
IMG Menu CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Determinati!n Pr!cedres
A5. -o to .e! entries and give :escription
Pro"edure +P:P80T"
#e!"ription Partner Derter. f!r "ctivity

A7. ,elect the Procedure and go to Procedure ?ser
AA. -o to .e! /ntries 8ssign &?,*<<<(*B &usiness 8ctivity and &?,*<<<((<
?se &usiness 8ctivity or Task from drag and drop list
AB. ,elect &?,*<<<(*B &usiness 8ctivity and click on Partner ;unction in
Procedure

AD. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 8ctivity Partner
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(<
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence Preceding :ocument)activity
partnerPreceding :ocument
),old-to-Party

A=. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction /mployee @esponsile
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence
Preceding :ocument?ser

AE. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 0ontact Person
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(<
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence
Preceding document&usiness
Partner @elationships) 8ctivity
Partner

B<. -o to folder %ser &nterface #ettings and make the follo!ing entries for
Procedure +P:P80T" Partner :erter. ;or 8ctivity at 6eader ,creen)
.ield name %!er a"tion and (alue!
Partner ;unction( 8ctivity Partner
Partner ;unction* /mployee @esponsile
Partner ;unction5 0ontact Person

*. ,ave your entries.
Marketing Calendar
%!e
The marketing calendar is designed to act as a central entry point and to provide
a !orking area that gives you an overvie! of all promotional events !ithin a
certain time range, providing asic information, such as the name of the
promotion, status and time range in the form of ars. "t also allo!s you to create
ne! promotions or campaigns y creating a ar directly in the appropriate time
range and to reschedule any of your planned activities y moving or stretching
this ar. #ou can also delete the activity or copy it else!here.
#efine Sear"0 Criteria
%!e
"n this activity you define search criteria that you !ish to use for the 9uery in the
calendar.
Standard !etting!
,earch criteria eginning !ith Q<Q are part of the standard delivery. "f you re9uire
additional search criteria, you should use an ": in one of the namespaces
provided.
)"ti(itie!
;irstly maintain an ": and a language-dependent description for the search
criteria. Then select the tale%structure and the field that you !ish to use as a
search field. #ou can select a field directly in the maintenance vie!I if this is

uni9ue, the tale%structure is set automatically. "f you have set the search field so
that it can e selected more than once, you can enter complex search criteria for
the search field in the calendar application.
Prere/ui!ite!
"f you !ant to use fields from tales%structures as search fields in a search
criteria, you need to ensure that these fields are in a tale or structure that has
een maintained in the activity Define #earc. Tables
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define searc. criteria
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Marketing Calendar
Define #earc. Criteria
*. 0reate a ne! search criteria)
.ield name #e!"ription
#&PCG?/@# &PC,earchC0riteria-
T/213M

5. 8s ,earch 0riteria "nformation for the ne!ly created search criteria
=BP16%,R= you should maintain the follo!ing data)
SCrit T&l Sear"0Crit MultSele"t
0-P2CP@3J/0T 0@/8T/:C&# 4
0-P2CP@3J/0T /4T/@.82C":
0@MCM1TP2C8TT@ 08MPCT#P/ 4
*e!ult
.o! you have successfully maintained your search criteria for the Marketing
0alendar.

)!!ign Sear"0 Criteria
%!e
"n this activity you can assign the search criteria you defined in the preceding
activity to categories from the Marketing Planner, for example, to a campaign or
trade promotion.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
"ssign #earc. Criteria
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Marketing Calendar
"ssign #earc. Criteria
*. 0reate ne! search criteria)
Categor$ SCritI#
0ampaign &PC,earchC0riteria-
T/213M
*e!ult
.o! you have successfully assigned your search criteria to Marketing Plans and
campaigns.

)!!ign Grap0i" Profile for Marketing Calendar
%!e
"n this activity you enter all of the graphic profiles that you !ish to make availale
in the user settings for the marketing calendar. #ou must make an entry here
efore you use the calendar. The profile defines ho! the calendar is displayed,
for example, the colors, shapes and so on.
#ou can also decide on the color for each campaign type (type vie!) and for
each status (status vie!) for every graphic profile.
:efault)
There are four standard graphic profiles)
The first three profiles are color profiles and use color as the differentiating
factor.
Profiles ( and * use the !hole color palette.
The third profile does not use the color green.
The fourth profile uses templates to differentiate et!een the different graphic
elements.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
"ssign 2rap.ic Pr!file f!r Marketing Calendar
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Marketing Calendar
"ssign 2rap.ic Pr!file f!r Marketing Calendar

*. 6ighlight the first graphic profile and maintain specific colors for different
campaign types.
Grap0i"!
I#
Bar Profile Group Name Inde-
( 8ll 0olors -
Profile (
M1TP 0323?@ (
5. ,elect the follo!ing campaign types and assign the colors accordingly.
Grap0i"!
I#
CampT$pe T$pe
( +8.0 <7
( +&P (*
( +0"P (=
( +0F" (7

Grap0i"!
I#
CampT$pe T$pe
( +M/4 <5
( +." <*
( +,@0 (*
( +M1T (*
.ote) The colors are already assigned to different statuses.
*e!ult
.o! you have successfully assigned the graphic profiles to for the marketing
calendar.
#efine 8ie2! for Marketing Calendar
%!e
"n this activity you can define the various vie!s for the marketing calendar. #ou
should maintain the follo!ing fields)
8ie2 le(el7
Fie!) "dentification of vie!

:escription) 8ppears as text in the selection ox
0ategory) 3$ect category for !hich the vie! is permitted
0lass) 8&8P-33 class that implements the interface
";C0@MCM1TP2C02:@CF"/'. The actual vie! is set up y
implementing the method @/;@/,6.
:rag N :rop) "ndicates !hether :rag N :rop is permitted in the vie!.
This means that you can then structure campaigns and
campaign elements underneath each other. This is only !orth
doing if the vie! should sho! the hierarchical structure of the
campaigns.
0ategory hierarchy) "f the vie! displays a product hierarchy, you can enter the
name of the hierarchy here.
Column le(el7
,e9uential numer) ,e9uential numer of the column on the left-hand side of the
calendar
0olumn heading
,ize) 'idth of the column
/xpandale) "ndicates !hether hierarchy levels can e sho!n or hidden y
doule-clicking.
Standard !etting!
The follo!ing vie!s are delivered as defaults)
Trade Pr!m!ti!n
Promotion
0ustomer
0ustomer and product hierarchy
Product hierarchy
Campaigns
0ampaign
Product hierarchy
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define 0ie4s f!r Marketing Calendar
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Marketing Calendar

Define 0ie4s f!r Marketing Calendar
*. The follo!ing vie!s !ill e availale in the Marketing 0alendar
3ierar"0$ 3ierar"0$ Cat1 Cla!! #rag B
#rop
Permitte
d
3ierar"0$
#ProdCFie! Product
Fie!
0P 02C0@MCM1TP2C02:@CP@3:CF"/' 4
campChier 0ampaign
6ierarchy
0P 02C0@MCM1TP2C02:@C03.,CF"/' 4
custCvie! 0ustomer TP 02C0@MCM1TP2C02:@C0?,TCF"/'

5. ;or =Pr!d10ie4 the follo!ing 0olumn levels !ere defined)
3ierar"0$ Le(el in
3ierar"0$
Column Si<e E-panda&le
#ProdCFie! ( Product B.<<< 4
7. ;or camp1.ier the follo!ing 0olumn levels !ere defined)
3ierar"0$ Le(el in
3ierar"0$
Column Si<e E-panda&le
campChier ( 0ampaign
6ierarchy
B.<<< 4
A. ;or cst1vie4 the follo!ing 0olumn levels !ere defined)
3ierar"0$ Le(el in
3ierar"0$
Column Si<e E-panda&le
custCvie! ( 0ustomer B.<<< 4

*e!ult
.o! you have completed the configuration for the marketing calendar.
MK-BP 00C Sur(e$ Management
#efine O&'e"ti(e!
%!e
"n this activity, you can define o$ectives for campaign-0ustomer ,atisfaction
,urvey.
The values that you define here can e selected from the input help for the
o$ective field. This field is located on the Basic Data ta strip in the 0ampaign.
The o$ective is an optional criterion (together !ith the campaign type and
priority, for example) y !hich evaluations on the success of a campaign can as
!ell e run in the &usiness "nformation 'arehouse.
Pro"edure
A. To carry out the activity, choose one of the follo!ing navigation options)

S)P C*M *ole
Menu
Define Objectives
Tran!a"tion Code SP*O
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Objectives
B. "n the CRM Marketing Planning Objectives maintain the follo!ing data)
O&'e"ti(e #e!"ription +EN,
+,( 0ustomer ,atisfaction 8nalysis

#efine Ta"ti"!
%!e
"n this activity, you define the tactics for campaign-0ustomer ,urvey.
The values that you define here are then sho!n in the input help for the Tactic
field. #ou can find this field on the Basic Data ta page.
'hen you evaluate the campaign-0ustomer ,urvey in the &usiness "nformation
'arehouse, you can use this field to report on the effectiveness of these tactics.
Pro"edure
5. To carry out the activity, choose one of the follo!ing navigation options)

S)P C*M *ole
Menu
Define Tactics
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Tactics
"
7. "n the CRM Marketing Planning Tactics maintain the follo!ing data)
Ta"ti" #e!"ription +EN,
T,( Guestionaaire ;ill-?p


#efine Campaign T$pe!AO&'e"ti(e!ATa"ti"!
%!e
0ampaign types are an optional feature in the Marketing Planner and are used to
help categorize individual campaigns. The campaign type is one of the attriutes
of a campaign-0ustomer ,urvey, !hich can e used to compare the success
rate of different campaigns. There are no restrictions to the numer or category
of campaign types you may define. "n the 0ampaign-0ustomer ,urvey, they can
e selected in the field Campaign Type on the ta page Basic Data.
#ou can also create and assign o$ectives specifically for a predefined campaign
type and%or create pairs of o$ectives and tactics for this campaign type. These
must first e defined under Define Objectives and Define Tactics respectively.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Define Campaign Types/Objectives/Tactics
Tran!a"tion Code
SPRO
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Basic Data Define
Campaign Types/Objectives/Tactics
*.0reate a ne! campaign type !ith the follo!ing values)

Campai
gn T$pe
#e!"ription Categor
$
%nu!ed
)!!ignment
!
E-tra
"t
TG!
E-tra"t
Mail
G%I#!
+,@0 0ustomer ,urvey
0ampaign
0ampaig
n
Products
Product0atal
ogs
4 4

5*. 8ssign the follo!ing o$ectives and tactics to the campaign type ,@F0
,urvey 0ampaign)
Campaign
T$pe
O&'e"ti(e #e!"ription Ta"ti
"
#e!"ription
+,@0 +,( 0ustomer
,atisfaction
8nalysis
+T,( Guestionaaire ;ill-?p


Maintain Sender )ddre!!e! for E-Mail
%!e
"n this activity, you enter the /-mail address that is to appear as the sender<s
address for the recipients of a marketing /-mail. #ou need to make this setting if
you are planning an e-mail marketing campaign.
"n the Campaign you enter this address under the ta strip C.annels for the
0ampaign to !hich the target group is assigned.
"n addition to a sender address, you can also enter an address that is to appear
as the reply address in the /-mail. This enales you to specify t!o separate
addresses !here needed.
Pro"edure
A. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
Maintain #ender "ddresses f!r ,8Mail
Tran!a"tion Code SP*O
IMG Menu CRM Marketing Marketing Planning and
Campaign Management Pers!nali/ed Mail
Maintain #ender "ddresses f!r ,8Mail

B. 0hoose 5e4 ,ntries.
D. /nter the follo!ing values for the ne! mail address)
Ident1 Mail )ddre!! *epl$
TM1TC8:@ marketingOP0@M client>.P0@M system
":>.telkom.co.id.en
e.g. marketingOA<<.cs(.telkom.co.id.en
Marketing
:epartment
=. ,ave your settings.

#efine Partner #etermination Pro"edure
%!e
"n this activity, you define partner determination procedures that the system uses
to enter partners in 0ampaign-0ustomer ,urvey. The partner functions and
access se9uences you have defined are rought together here. 'hen you define
a ne! procedure, you assign it to a transaction category or an item o$ect type,
and enter re9uired and mandatory partner functions. These are the partner
functions the system looks for in 0ampaign type. #ou maintain settings for each
partner function, and list !hich functions are displayed in the 0ampaign. 'hen
you later assign this procedure to a 0ampaign Type, the settings you make here
are valid in 0ampaign Management.
Pro"edure
(.8ccess the activity using the follo!ing navigation options)
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Fncti!ns
*.-o to .e! /ntries and :efine re9uired Partner functions involved in the
Marketing Plan
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y

Partner ;unction* &udget 8llocation &y
Partner ;unction5 0hecked &y
Partner ;unction7 8pproved &y
Partner ;unctionA /xecuted &y
5.:efine 8ccess ,e9uence
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define "ccess #e$ence


7.:efine 8ccess ,e9uence
Se/uen"e #e!"ription
<<<= Preceding :ocument -> ?ser
06<= 3rganizational :ata) /mployee of
@esponsile 3rganizational ?nit
A.:efine Partner :etermination Procedure
Tran!a"tion "ode SP*O
S)P C*M IMG
menu
CRM Basic Fncti!ns Partner Pr!cessing
Define Partner Determinati!n Pr!cedre
B.-o to .e! entries and give :escription

Pro"edure +C0MPC,#
#e!"ription Cst!mer #rvey
D.,elect the Procedure and go to Procedure ?ser
=.-o to .e! /ntries 8ssign &?,*<(<<*< mrktgpro$ectcampaign from drag and
drop list

E.,elect &?,*<(<<*< &?,*<(<<*< mrktgpro$ectcampaign and click on Partner
;unction in Procedure
(<.Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction Proposed &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence <<<= Preceding :ocument -> ?ser


((. .Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction &udget 8llocation &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit


(*.Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 0hecked &y
.o. of 3ccurrences
(2o!)
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit


(5. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction 8pproved &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit

(7. Make a ne! entry !ith the follo!ing data
.ield name %!er a"tion and (alue!
;unction /xecuted &y
.o. of 3ccurrences
(2o!)
(
.o. of 3ccurrences
(6igh)
(<
0alendar maintenance 4
0hangeale address 4
8ccess ,e9uence 06<= 3rganizational :ata)
/mployee of @esponsile 3rg unit

(A. -o to folder %ser &nterface #ettings and make the follo!ing entries for
Procedure +C0MPC,# Partner :erter. ;or Marketing at 6eader ,creen)
.ield name %!er a"tion and (alue!
Partner ;unction( Proposed &y
Partner ;unction* &udget 8llocation &y
Partner ;unction5 0hecked &y
Partner ;unction7 8pproved &y
Partner ;unctionA /xecuted &y


(B. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management Partner Processing "ssign Partner
Determinati!n Pr!cedre

(D. 8ssign Partner :etermination Procedure) +C0MPC,# 0ustomer ,urvey to
0ampaign Type

(=. -o to .e! /ntries and the follo!ing
T$pe
ZSRC
Pro"edure
Z_CMP_SY

(E. ,ave your entries.
:efine ,tatus Profile

(.8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
SPRO
S)P C*M IMG
menu
CRM Marketing Marketing Plan and 0ampaign
Management -eneral ,ettings 0hange ,tatus
Profile for ?ser ,tatus
*.0lick on .e! /ntry icon and give description as follo!s
Statu! Profile Te-t
+08MP,?@ Telkom 0ust. ,urvey ,tatus Pro
5. ,elect :efined ,tatus profile) +08MP,?@ and -o to :etails icon

7. -ive the follo!ing values in the status Profile
Statu!
Num&er Statu! S0ort Te!t
init1!t
a
Lo2e!
t
3ig0e!
t )ut01Code
(< 3P/. 3P/. 4 (< *< ,MM1T
*< 3P&8
3pen for
&udget
8llocation *< 5< ,M&:F
5< 3P06
3pen for
@evie!. 5< A< ,M&:F
7< @/06 @e-0heck 5< 7< FP&:F
A< 3P8P
3pen for
8pproval A< B< FP&:F
B< 8PP@ 8pproved B< D< :@/.T
D< @/2/ @eleased B< D< ,MM1T

Sur(e$ Setting!
%!e
"n order to e ale to send an /mail containing a link to a survey you have to
create the survey efore the campaign planning procedure.
;or this purpose you use the ,urvey ,uite.
The ,urvey ,uite is a tool for managing surveys, opinion polls and
9uestionnaires. The surveys can e found in the left area of the ,uite. The
surveys for each application are found in the corresponding folders in the tree.
;or an overvie! of the availale surveys for the relevant application, open the
folder for that application.
To display the content of a survey, doule-click the survey you !ish to see. The
content is displayed on the right hand side of the screen.
"f a translation has een created for a survey, and is availale, the symol next to
the survey in the tree is the symol for the Translate function.
Create a Sur(e$
Pro"edure
To carry out the activity, choose one of the follo!ing navigation options)

S)P C*M *ole
Menu
Create a #rvey
Tran!a"tion Code
CRM&S'RV"(&S'IT"
IMG Menu CRM CRM Cr!ss8"pplicati!n C!mp!nents
#rvey #ite

(. "n the ,urvey ,uite you !ill create a ,urvey that contains the 9uestions
!hether the customer !ill ,atisfy or not.
*. 3pen the 8pplication Marketing and display all ,urvey that !as created for a
Marketing purpose.

5. #ou have no! the option to create your o!n survey.
7. "n case you create a ne! survey from scratch you have to maintain the
follo!ing)
a. Position your cursor on Marketing and choose Create.
. 0onsider any naming convention for your survey, e.g.
+T/213MC0?,T3M/@C,?@F/#. 8fter!ards you !ill automatically
enter the ,urvey &uilder !here you can specify the 9uestions and
ans!ers for your survey.
c. 0reate your freely definale survey related to the 0ustomer
,atisfaction ,urvey.
d. 3nce youKve finished !ith the survey maintenance choose #ave.

e. "n the follo!ing dialog ox for 8dministration :ata enter again the
description t!ice.

A. .o! you can activate your survey.


B. .o! you should generate a valid ?@2 for this survey in order to include the
address into the mail form.
Generate a Sur(e$ %*L
%!e
"n this activity you define the technical settings in order to e ale to generate a
valid ?@2 for your survey. Therefore you need to access the ,urvey @epository.
"n the left hand area of the ,uite are the availale style sheets (cascading style
sheets), the static survey 4,2Ts, the parameter files (4M2), as !ell as layout
4M2s for the survey print function.
#ou can use a range of functions to do the follo!ing)
0hange, test, display, import, export, replace and transport style sheets
(cascading style sheets).
:isplay, import and export survey 4,2Ts.
0hange, test, display, import, export, replace and transport parameter files
(4M2).
0hange, display, import, export, replace and transport layout 4M2s (4M2).
8ccess the ,urvey ,uite.
To execute a function, select a file. Then choose the appropriate functionQs icon
or carry out the desired file function via the menu.
;or more information, see the ,urvey ,uite documentation under 7elp
"pplicati!n 7elp.

Prere/ui!ite!
8 valid survey should e created in advance.
Pro"edure
To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
2enerate a #rvey %R'
Tran!a"tion Code
SPRO
IMG Menu CRM CRM Cr!ss8"pplicati!n C!mp!nents
#rvey #ite

(. 0hoose #rvey Rep!sit!ry in order to maintain the correct survey
parameters.


*. 3pen Parameter :M'>s bsp to create a ne! parameter !ith the follo!ing
content. @ememer to replace the system settings (old) y your respective
0@M server settings.

.ield %!er a"tion and (alue!
": 0@MC,F#C&,PC,#,T/MP8@8M.4M2
:escription
crm_svy_bsp_@cs1_500)%m
0ontent
<?xml version="1.0" encoding="!"#$" ?%
<S&rveySys'emP(r(m )c'ion = "*''p+,,
nmpcsssb1.telkom.co.id:8001,s(p,bc,bsp,s(p,crm_svy_server,S&rvey.*'m?s(p#
clien'=*++"
-e'*od="pos'"
.nc'ype="(pplic('ion,x#///#0orm#&rlencoded"
)ccessR,-./ttp011
nmpcsssb1.telkom.co.id:8001,s(p,bc,bsp,s(p,crm_svy_server,S&rvey.*'m"
1ncl&deS'yles*ee'1nO&'p&'="'r&e" ,%

5. ;inally you can check the settings youKve made .
7. -o ack to the 0@M ,urvey ,uite.
A. To generate a valid ?@2, you simply need to highlight your survey, choose
from the menu ar and select the follo!ing data)
.ield %!er a"tion and (alue!
-et 3ption sp
-et ;ile 0@MC,F#C&,PC,#,T/MP8@8M.4M2
,end 3ption
bsp
,end file 0@MC,F#C&,PC,#,T/MP8@8M.4M2
B. 0hoose 2enerate %R' and copy the ?@2 into the clipoard.
D. #ou can also test if your survey !ill e displayed correctly in a
ro!ser.
*e!ult
.o! you have successfully created a survey link !hich you can directly emed
into an /-Mail form.
MK-BP 00C Per!onali<ed Mail .orm!
Maintain Mail .orm for E-Mail
%!e
&asically mails can e personalized in the sense that the content and format of
the mail can e tailored to the recipientKs individual profile y defining conditions
as to !hen certain content is sent.
The transaction for maintaining mail forms enales you to create and maintain
the layout and form logic for mail forms. "t consists of the follo!ing elements)

The locator consists of the ta strips #earc.3 9!rklist3 and Field list. The locator
can e increased%decreased in size or hidden altogether.
Sear"0
/nales to search for mail forms according to name or usage. The mails are
displayed in a list !hich is automatically saved, enaling you to scroll ack!ards
and for!ards et!een different lists. #ou can assign mail forms in the list to the
'orklist.
?orkli!t
?sed as a container for mail forms that you are processing. .e! mail forms are
stored here temporarily, pending eing saved to the dataase.
Mail form
:isplays the nodes elonging to a mail form in a tree structure, together !ith a
list of attriutes that can e included in a text or entered as conditions.

Prere/ui!ite!
#ou should have generated a valid survey ?@2 in advance.
Pro"edure
(. 8ccess the activity using one of the follo!ing navigation options)
Tran!a"tion "ode
CRM2&"MAI,
S)P C*M menu
Marketing Pers!nali/ed Mail Maintain Mail F!rm
*. 0hoose Create .
5. /nter name%": +T/213MCM8"2C;3@MC,?@F/# and description #rvey
Mail F!rm
7. "f you intend to use the mail form as /-Mail you should select 0hannel
&nternet Mail (#MTP* and Text 7TM'.

A. To maintain a complete /-Mail form you !ould have to create at least one
text field. Therefore highlight Main in the navigation tree of the left hand side
and in the context menu select Create Te-t.


B. .o! you can freely define the content of your /-Mail.

D. 3nce you have finished you can additionally assign a su$ect line. Therefore
highlight the folder (this should still e called Page if you didnKt change the
name already) and in the context menu select Create #bject 'ine. .o!
you can enter any text that should apply in the su$ect 2ine of your final /-
Mail, for example 0ustomerC,atisfactionC,urvey

.
=. ,ave your ne! mail form.
E. 8 translation of the mail form is necessary if the /-Mail has to e sent to
usiness partners !hich correspondence language is different to the current
mail from language.
(<. 0hoose #4itc. Bet4een Display/C.ange.


((. 0hoose 2!t! Translate F!rm.

(*. Translate the text of the mail form to other languages.
(5. 0hoose #ave.
)"tion! for Sur(e$ S"enario
%!e
"n campaign-0ustomer ,urvey, responses to a marketing campaign are created,
evaluated and, if necessary, additional campaign steps are planned and
executed.
"n the standard version, a customer response is defined as an inound contact. "f
a preceding campaign element is assigned to this usiness activity, then
campaign automation rule evaluation is started and additional suse9uent steps
are scheduled. The 8ction of the transaction is used for this.
;or the ,urvey ,cenario you have to ensure that the standard action profile used
for campaign automation C"MP"&251"%TOM"T&O51"CT&0&T= is assigned to
the ne!ly created &usiness Transaction type for T/213M "ncoming /-Mails
T,'?.

"f you assign an action profile to a transaction type, this means that the actions
for this profile can e used in the transaction type documents, if the schedule
conditions are fulfilled for the action.
The action relevant for 0ampaign is called
C"MP"&251"%TOM"T&O51"CT&0&T=.
Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
"ssign "cti!n Pr!file t! t.e Bsiness Transacti!n
Type
Tran!a"tion Code
SPRO
IMG Menu CRM Basic Fncti!ns "cti!ns "cti!n in
Transacti!n "ssign "cti!n Pr!file t! t.e Bsiness
Transacti!n Type

*. ,elect transaction type T,'? for T/213M incoming /-Mails campaigns,
choose Details and
5. 8ssign action profile C"MP"&251"%TOM"T&O51"CT&0&T=.


7. ,ave your settings .
)"ti(ate Sur(e$ #etermination
%!e
"n order to make the incoming survey ans!ers availale in the inound activity,
!hich is created automatically, you have to activate survey determination for
transaction type RT/27K.
Prere/ui!ite!
8 survey has got to e maintained in advance.

Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
"ctivate #rvey Determinati!n
Tran!a"tion Code
SPRO
IMG Menu CRM Transacti!ns #ettings f!r "ctivities
6esti!nnaires Define Determinati!n f!r
6esti!nnaires; Bsiness "ctivity

*. Maintain your entry here as follo!s)
.ield name %!er a"tion and (alue!
:etermination T/27
.ame M1T ,urvey :ept
TransType T/27
8ctive 4

5. ,ave your settings .
C0ange B)#I for Sur(e$ S"enario
%!e
"n ,8P ,tandard !hen a customer ans!ers a survey, a ne! activity !ith
transaction type R<<<<K !ill e created that automatically triggers the follo!-up
processes. "n our usiness scenario !eKre not using transaction type R<<<<K ut
RT/27K instead.
To make the campaign automation survey scenario running for this transaction
type as !ell you have to change a &8d".
The follo!ing procedure descries !here and ho! to adapt the respective
changes.
"n a real customer scenario this is a very likely procedure.

Pro"edure
(. To carry out the activity, choose one of the follo!ing navigation options)
S)P C*M *ole
Menu
C.ange B"D& f!r #rvey #cenari!
Tran!a"tion Code
S"34
S)P Menu "rc.itectre and Tec.n!l!gy "B"P 9!rkbenc.
%tilities Bsiness "dd8&ns

*. /nter the name of the respective &8d" CRM1M+TC"1#0=1P"& in the field
Definiti!n 5ame and choose Display first.


5. -o to ta R&nterfaceK and doule-click on the default implementation class
C'1D,F1&M1CRM1M+TC"1#0=1P"&.


7. 8gain, doule-click on method
&F1,:1CRM1M+TC"1#0=1P"&@PROC,##1#0=1P"&1FOR1C" and
confirm the follo!ing dialog ox !ith =es.

A. "n the follo!ing you see the example implementation for transaction type
R<<<<K.
B. .o! s!itch to change mode and search for R<<<<K !ith the Find/Replace
utton.


D. "n the follo!ing replace the line
ivCprocessCtype S Q<<<<Q !ith the line
ivCprocessCtype S QT/27Q
=. ,ave your settings and donKt forget to activate your coding again.
*e!ult
.o! you have successfully changed the &8d". Thus each customer response !ill
e recorded !ith a T/213M "ncoming /-Mail RT/27K.