CUSTOMER

RELATIONSHIP
MANAGEMENT
 Overview
Customer Relationship Management (CRM) includes the methodologies,
strategies and web-based capabilities that help an enterprise organize and
manage customer relationships. Companies utilize this approach to gain
a better understanding of their customer's wants and needs
 Advantages
Fast to Implement.
Pure Internet Architecture
Peoplesoft enterprise CRM is based on Pure Internet
Architecture meaning no client software to install or maintain
resulting in reduced costs and increased efficiency.
Easy to Use
Provide enterprise with a 360- degree view of relevant customer and
enterprise data, navigate with ease, and obtain the information we need.
Total solution
Integration of PeopleSoft suites (HR/Financial/SCM) with PeopleSoft
CRM suites (Common CRM, Sales, eStore, Collaborative Selling,
Marketing, Call Center, Field Service, Financial Services Industry)
 Modules OF CRM
Sales
Marketing
Support
Help Desk
Insurance
Order Capture
CRM for Communication
CRM for Energy
Help Desk for Human Resources
CRM for Financial Services
 Architecture
BORM-Business Object relationship Model
The Business Object Relationship Model serves as the foundation
from which CRM has built its applications.
It provides a configurable way to define and capture relationships
about customers, suppliers,contacts and any other people or
Organizations that are meaningful to the business.
CRM Core Architecture
Starting with this core architecture the CRM development team
delivered a new Customer Data Model. Application
teams built upon this to enhance existing products such as
PeopleSoft Field Service, Support, Sales, HelpDesk
and Marketing.
Individual industry-specific applications such as PeopleSoft CRM
for Financial Services and PeopleSoft CRM for
Communications are built on these core applications for specific
industries.
 BORM Components
The business object relationship model (BORM) provides a flexible architecture
for establishing and maintaining the relationships that form the foundation of CRM
business model.

COMPONENTS of BORM:-
Business objects.
Business contacts.
Business object roles.
Business object relationships.
Contact methods for business objects, roles, and relationships.
Basic data tables.
Tables that can be tied into the Business Object Relationship Model will carry
the Business Object ID (BO_ID) as a foreign key.
 Business Object
A business object is any entity that can participate in business relationships. Business objects
may include, for example, individual people, organizations, or database objects. To facilitate
relationship management between objects, a business object record (BO) is created for each
entity that participates in relationships.
Following Business Objects are predefined in CRM application:-
Companies.
Consumers.
Sites.
Contacts.
Workers.
We can add organization-specific entities to the system and manage relationships for these new
entities in the core PeopleSoft CRM applications with little or no application customizations.
The primary key on the business object record, the BO_ID, acts as a pointer to the entity records
Exp:- BO_TYPE_ID = 1(Person), BO_TYPE_ID = 2(Organization),
BO_TYPE_ID = 3(Database Object)
 Business Contacts
Business contacts are the customers. In the BORM, a business contact
record (BC) is created for business objects to which we can sell, ship, or
bill. Delivered objects include company, consumer, and site business
objects. Any of these objects can be considered a customer. We can
manage contact information based on the purchasing optionssell to,
ship to, or bill to optionsthat are assigned to the business object.
Business Object Role
To participate in a relationship, a business object must be associated with a role. In
the BORM, the roles that a business object can play are tracked in the Business
Object Role table (BO_ROLE). Delivered roles are associated with company,
consumer, site, contact, and worker business objects. We can define additional
roles.
Roles can be Person,Primary Contact,Father,Mother,Son,Partnership,Site etc.
 Business Object
Relationship
Business object relationship records (BO_REL) capture a connection between two
business objects, each playing a specific role. We create relationships to track and view
information about our customers. For example, relationships can show the corporate
structure of a company and the contacts that we work with at each of the corporate
sites.
To establish a relationship between two business objects, we first define relationship
type records (BO_REL_TYPE), which define the rules of the relationship, including
the role a business object must be associated with to participate in the relationship, and
the number of business objects that can participate in a specific relationship role.
 Role Type Id(1 & 2):- Select the role
types that can participate in the
relationship.
 Contact Methods
Within the Business Object Relationship Model, a Contact Method refers to one of the following
Postal address(1)
Email address(4)
Telephone number(2)
Pager number(3)
 Basic Data Tables
The Basic Data tables contain a subset of information that is contained in the Business Object
Relationship Model (BORM) tables. PeopleSoft CRM created these tables to assist with
integration between the different CRM products. Currently CRM Online Marketing and the
external import functionality use these tables. The Basic Data tables give these other PeopleSoft
products an efficient and quick way to obtain the information that they need for their business
requirements.
During CRM installation, the Basic Data tables are initialized by a process called
UPG_CDM_BAS. The system automatically synchronizes the data in these tables with the
information in the BORM. After that the system keeps the BORM tables and the Basic Data
tables in sync.
Exp:- BO_BASIC_ORG,BO_BASIC_IND,BO_BASIC_DBO etc
When we create a business object using the BORM components upon saving the information the
BORM tables are updated and a subset of this information is passed to the Basic Data tables.
Main CRM Records
A record for each Company is created in RD_Company
table.
A record for each Contact(Person) is stored in RD_Person
table.
A site is a place where a product is shipped or installed or a service is
performed for a customer. In PeopleSoft CRM, sites are represented as
business objects with a business object type of Organization and a role
type of site.
A record for each site Company do business with is created
in the Site table (RD_SITE ).
ER Diagram-
BO,ROLE,RELATIONSHIP
 CRM Global Application
Tables
1. Define business units and setID's
2. Define currency codes.
3. Define units of measure.
4. Define automatic numbering criteria.
5. Define high-level installation optionsgeneral options and default calendar options
6. Define countries.
7. Define address formats.
8. Define state codes
9. Define regions.
10. Define salutation codes.
11. Define system-wide security options.
12. Define row-level security views.
13. Define row-level security for users.
14. Define user preferences.
15. Define roles that can access sensitive worker information.
16. Define note types.
17. (Optional) Define Verity search collections.
18. Define Smart View integration.
19. Define navigation links for the Launch page.
20. Set up case and inbound email auditing
 Navigation
Pages Used to Define Business Object and Name Types
Page Name Object Navigation Usage
Page name Navigation Usage
name

Business BO_TYP Set Up CRM, Common Definitions, Maintain business object types.
Object Type E Customer, Business Object Type

Business BO_NA Set Up CRM, Common Definitions, Define name categories for the selected business object type. When you define names for a business
Object Name ME_TYP Customer, Business Object Name Type object, you must specify the name type associated with each name record.
Type E

Example:- BO_TYPE_ID = 20004

Example:- BO_NAME_TYPE = SA BO NAME TYPE
 Defining Role Type and Category

Application Class ID Select the application class Id and application class path. The
and Application Class application class fields identify the Application Class that encapsulates
Path the processing of the role denoted by this Role Type. For example, the
Contact role is supported by the Contact Application Class
 Relationship Type and Categories
Page Name Object Name Navigation Usage

Relationship Type BO_REL_TYPE Set Up CRM, Common Definitions, Customer, Relationship Type Maintain relationship types.

Relationship Category BO_REL_CATEGORY Set Up CRM, Common Definitions, Customer, Relationship Category Define groups of relationships.

Types of Relationship
There are four kinds of relationships: direct, indirect, peer-to-peer, and
hierarchical.
A direct relationship is established between two business objects of any type. For example, a
direct relationship between a person and a company is established when we define the person as
an employee of the company.
An indirect relationship is implied between two business objects that have the same type of
relationship with a third business object. For example, two workers at a company may not be
related directly, but they have an indirect relationship because they each have an employment
relationship with the same company.
A peer-to-peer relationship can be set up between business objects of the same type that share a
direct relationship to a third business object of a different type. For example, in addition to
knowing the members of a household organization that any business provides a service to, it
may also be important to know which, if any, of the members of the household are related
through marriage. In this case, we would set up a peer-to-peer relationship to identify the
members of the household who are married to each other.
Hierarchical relationships show parent-child relationships between business objects.
Relationship hierarchies can be graphically represented with a tree format in the relationship
viewer.
 Defining Company Business Object
This chapter provides an overview of how companies are modeled
in PeopleSoft CRM and discusses how to:

Define general company information.

Define company sites.
Define company contacts.
Define company relationships.
Define company purchasing options.
Define company account information.
 Company Record in CRM
A company is an organization that purchases, leases, or contracts for the product or services. In PeopleSoft
CRM, companies are represented as business objects with a business object type of Organization and a role
type of Company. A record for each company is created in the Company table (RD_COMPANY). Because
companies participate in business transactions, a record for the company is also created in the Business
Contact table (BC), which enables records for sold to, bill to, and ship to information to be defined for the
company.
For each company, we can associate sites, or the geographic locations of the company where services may be
performed or products shipped or installed. Site records are maintained in the Site table (RD_SITE). When
we associate a site with a company, a record is inserted in the Business Object Relationship table (BO_REL)
to capture the relationship between the site and the company.
We can also define the companys contactsthe people who participate in business transactions on behalf of
the company. Records for contacts are maintained in the Person table (RD_PERSON). When we associate a
person with a company or one of the companys sites, the person is assigned a role type of Contact and a
record is created in the Business Object Relationship table (BO_REL) to capture the contact relationship
between the person and the company.