Top 50 Customer Relationship Management Interview Questions You Must Prepare 02.Mar.2024

Standard extension tables - Predefined tables which support 1:1 or M:1 relationship. Part of the existing physical database. Custom extension tables and custom extension columns - New 1:1 tables, New columns that are added to new and existing tables.

The provision directly with CRM to buffer the data is by CRM stores, all orders, products, and prices etc, used in the Internet sales Scenario. It would have R/3 integration and then the order will be forwarded to R/3, but it is also kept in CRM database.

after assigning a position to sales group click on assign and then it will ask whether bp or user then assign bp .

Create a Pick list using a BC representing the joined table. Associate the Pick list with a BC field. Map the BC fields to the Pick list BC fields. Create a Pick list applet. Specify which control or list column will invoke the Pick list applet.

CRM should not be difficult to set up, however, sometimes it is. This is because some traditional CRM implementation requires hardware and software installation, followed by a long period of customization for the requirements of a particular customer. Some CRM software solutions require customization which can only be done by a developer. Hosted CRM only requires an Internet-connected PC with a web browser. Hosted CRM solutions are ready for use after your first login. Adding new features or enhancements is usually a matter of signing up for a new feature.

Add a primary key field on the parent BC. Set the Primary Id Field and Use Primary Join properties on the MVL.

The operational side of the CRM equation consists of customer facing applications integrated across the front, back, and mobile offices which includes sales automation (SA), enterprise marketing automation (EMA), customer service/support, and miscellaneous components.

A) WMSendMessage function.
B) Message dispatcher.

  1. File Server,
  2. Gateway Server,
  3. Enterprise Server,
  4. Siebel Server,
  5. Siebel Database Server.

  1. Controls your Enterprise,
  2. Manages Siebel Servers,
  3. Allows the configuration of the components,
  4. Allow you to run tasks,
  5. Collect statistics.

Create a MVL in the parent BC. Add MVF's in the parent BC. Create a MVG applet to display child records. Add controls/list columns to the parent applet to display MVF's and invoke MVG applets. Add primary FK in the parent BC and on the MVL.

Add a joined field in the parent BC (based on the “main” table). The join is implied and created automatically at runtime. Add a control or list column to an applet.

A good CRM solution should be easy to use. Hosted CRM solutions are no more complex than the web applications that most people are already familiar with. CRM solutions drawing on proven, familiar web services such as online banking, online shopping and other web-based financial tool easy to understand and use.

It is One to One. For every account there is one Billing site and one Billing Contact.

Business partner get in to CRM system through various sites:

  1.  Direct creation of BP in CRM system.
  2.  ELM.
  3. User Creations through Mkt. Campaign Internet sales.
  4. Through CIC.
  5. Trfer from R/@

Customer satisfaction is a key element of customer loyalty. Loyal and satisfied customers become long-term customers. Loyal customers are also your best advocates. Word of mouth recommendations create the most persuasive marketing for your company. In an age where negative customer feedback propagates quickly to online reviews and blogs, customer service cannot be overlooked.

There are different types to collect data from CRM projects:

  1.  Responses to Campaigns.
  2. Sales and purchase data.
  3. Web registration data.
  4. Shipping and fulfillment dates.
  5. Account Information.
  6.  Service and support records.
  7.  Demographic data.
  8. Web sales data.

Sales Force Automation

  • Contact management

Contact management software stores, tracks and manages contacts, leads of an enterprise.

  • Lead management

Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.

eCRM or Web based CRM

Self Service CRM

Self service CRM (eCRM) software Enables web based customer interaction, automation of email,call logs, web site analytics, campaign management.

Survey Management Software

Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.

Customer Service

  • Call Center Software
  • Help Desk Software

Partner Relationship Management

  • Contract Management Software

Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.

Example: Upside Software, Accruent Software, diCarta, I-Many.

  • Distribution management Software

  1. Types: higher level object types displayed.
  2. Details: expanded top level object type displays object definitions of that type.
  3. Flat: displays all definitions of that type.

  •  The life cycle of the customer is the process the customer has been undergoing to be with company for all the years.
  •  This includes the customers purchase history, perhaps how often she taken advantage of special offers directed at her or her customer class.
  •  Depending on what company identify as important to customers return on investment (ROI), it could also include customers marketing value to company and how much revenue that marketing value could be worth indirectly.
  •  To find out what is the expected revenue generated from a single customer over the anticipated lifetime of that customers relationship with company is both the customer life cycle and the customer lifetime value (CLV).

Link is used for Master Detail View of two BCs. whereas MVL is used to view the child records using MVG. MVL uses Link to get the records from the child BC. Link is between the entities and MVL is between the records.

Cannot be used as sort criteria, stored in columns and read only. Validation criteria on calculated fields is ignored. If SQL is used and performs a calculation, the value will be applied after the data is in the BC, but before displaying in the applet.

CDOCOL me Clarify CRM data Object Collection.

CRM can benefit a small business by consolidating customer data into a single system. As a business grows, keeping a record of all tractions can become overwhelming. CRM tools allow you to manage your customer interactions more efficiently, so you have more time to focus on your service or product.

Traditional CRM does; Hosted CRM does not. Traditional CRM requires in-house IT resources to install and maintain the software and hardware. Hosted CRM providers manage all software upgrades, data security, data privacy, hardware maintenance and virus protection.

R/3 is an integration of different application suits. It has its own architecture and way of functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organization since the ultimate goal of any company is profit.

Therefore CRM is one step ahead for their goal achievements. SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all business - specific requirements (Program), and third is database which contains all information and records about the system, including tractional and configuration data.

SAP R/3 has been developed in it's own language called ABAP (Advanced business application programming). Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc. Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).

eCRM implies capabilities like self service knowledge bases, automated email response, personalization of web content, online product bundling and pricing.

  •  eCRM gives Internet users the ability to interact with the business through their preferred communication channel.
  •  It also allows business to offset expensive customer service agents with technology.
  •  eCRM puts much emphasis on the customer satisfaction and reduced cost through improved efficiency.
  •  eCRM use customer data for personalization, cross-selling and up-selling.
  •  Sales Force Automation (SFA )and Enterprise Marketing Automation(EMA) is integrated in the eCRM.

Business Process Management or BPM, is the practice of improving the efficiency and effectiveness of any organization by automating the organization's business processes. BPM used to be also know as Business Process Reengineering (BPR).Many companies have business processes that are unique to its business model. Since these processes tend to evolve over time as the business reacts to market conditions, the BPM solution you choose must be easily adaptable to the new conditions and requirements and continue to be a perfect fit for the company. In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction between work done by a human and a computer.

The idea of BPM is to bring processes, people and information together. Dynamic infrastructure requires separation of flows, business rules and services. Identifying the business processes is relatively easy. Breaking down the barriers between business areas, and finding owners for the processes is difficult. BPM not only involves managing business processes within the enterprise but also involves real-time integration of the processes of a company with those of its suppliers, business partners, and customers.

BPM involves looking at automation horizontally instead of vertically. Business Activity Monitoring (BAM) is essential for measurement of BPM impact.

Examples of BPM tasks that your organization performs that should be automated include:

  1. Expense Reports Travel Requests.
  2. Purchase Orders Human Resource Management.
  3. New Accounts and Credit Authorizations Sales Orders.
  4. Project Management Software Change Management.

To create a consistent customer experience. 

Your relationship with customer should be thought of as an ongoing conversation without end.

Collective consciousness expected. 

Customers talking to Accounts receivables person, sales person, call from telemarketing person, direct marketing, returning to web site.

Traditional CRM systems will cost more than Hosted CRM solutions, especially given the IT over head of traditional systems. Traditional CRM systems require dedicated computing hardware, software installation, maintenance, and the staff to manage the process. Since Hosted CRM solutions are already maintained, upgraded, and backed up by the CRM provider, the subscription costs is the only costs incurred by the business user.

WBInfo tag contains the reference of the target worker bean.

A primary is a FK on the parent-side that points to one “primary” record on the child-side of a 1:M link. A primary FK creates a 1:1 link between the parent and the child.

  1. create BC to represent 1:M extension table.
  2. Set Search Spec to equal Pre Default Value “TYPE” field.
  3. Add fields to the new BC (ensure “NAME” and “TYPE”).
  4. Create a link from BC to New BC and add the New BC to BO.
  5. Create applet to display data from new BC.

  • CRM Engine
  • Front-Office Solutions
  • Enterprise Application Integrations (EAIs) for CRM
  • CRM in the Back Office

The types of data CRM projects collect:

  1. Responses to campaigns.
  2. Shipping and fulfillment dates.
  3. Sales and purchase data.
  4. Account information.
  5. Web registration data.
  6. Service and support records.
  7. Demographic data.
  8. Web sales data.

Create a new static pick list. Add BC field that will be populated. Map the BC field to the pick list BC field. Specify which control or list column will invoke the pick list applet. Pick list will be empty until values are put in the S_LST_OF_VAL table.

One site can have many cases where as one Case can't have more than one site. So Many to one.

  1. Server Mode: run background operations for the server and runs forever, once started.
  2. Task Mode: run specific task and exits upon completion.
  3. Session Mode: created dynamically for client request. Runs as long as session is maintained then exits.

CDO me Clarify CRM Data Objects not Common Data Objects as i suppose These are the Client side data objects.

Business partner get in to CRM system through various sites:

  1. Direct creation of BP in CRM system.
  2. ELM.
  3. User Creations through Mkt. Campaign Internet sales.
  4. Through CIC.
  5. Trfer from R/@

CRM is a process or methodology used to learn more about customers needs & behavior in order to develop stronger relationship with them.

CRM and ITS servers can be maintained in one system, but it is technically possible and whereas it is not recommended since it would not allow for good security if both are implemented in one server.

CRM is disciplined business strategy. CRM technology is the driver of the strategy:

  •  Technology, in the form of networked collaboration, communication, knowledge management and automated electronic processes can enable different groups within the company to work seamlessly as one unit to fulfill the CRM vision.
  •  The accepted definition of CRM technology is generally accepted to apply to "front office" processes.
  •  CRM technology mandates that all interactions between the customer and the company are recorded and stored in a central information database, which can be shared with anyone in the company who contributes to processing the customer's traction.
  •  CRM technology fulfils the vision of CRM are through the streamlining of processes and the acquisition of information to form knowledge about the customer.

A bit longer than many software salespeople will lead you to think. Some vendors even claim their CRM "solutions" can be installed and working in less than a week. Packages like those are not very helpful in the long run because they don't provide the cross-divisional and holistic customer view needed. The time it takes to put together a well-conceived CRM project depends on the complexity of the project and its components

Using CRM, a business can:

  1. Provide better customer service.
  2. Increase customer revenues.
  3. Discover new customers.
  4. Cross sell/Up Sell products more effectively.
  5. Help sales staff close deals faster.
  6. Make call centers more efficient.
  7. Simplify marketing and sales processes.