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 Marketing Permission

 

Technical Data

Technical Name of Business Function

CRM_MKT_PERMISSION

Type of Business Function

Enterprise Business Function

Available From

SAP enhancement package 1 for SAP CRM 7.0 SP05

Technical Usage

CRM Core

Application Component

Customer Relationship Management — Marketing (CRM-MKT)

Required Business Function

Not relevant

You can use this business function to comply with local legal requirements for recording customer preferences with regard to receiving unsolicited marketing messages. As a company with a customer base in countries that regulate the sending of unsolicited marketing messages, you may need to demonstrate some or all of the following:

  • Adherence to the applicable law

  • Evidence that customers have agreed to receiving unsolicited marketing messages via a certain communication channel

  • Evidence that customers have not agreed to receiving unsolicited marketing messages via a certain communication channel

  • Evidence that customer preferences have changed. For example consent changes from Given to Rejected, or communication details change.

  • Adherence to marketing permission preferences of marketing prospects

Prerequisites

  • You have installed the following components as of the version mentioned:

    Type of Component

    Component

    Required for the Following Features Only

    Release

    Software Component

    BBPCRM701 SP05

    -

    SAP enhancement package 1 for SAP CRM 7.0 SP05

  • You have made the settings in Customizing for Customer Relationship Management (CRM) by choosing Start of the navigation path Master Data Next navigation step Business Partner Next navigation step Define Settings for Marketing Permissions End of the navigation path.

Features

Marketing Permissions Assignment Block (AB)

Depending on your legal requirements, you can use some or all of the following fields in the Marketing Permissions assignment block for accounts and contacts assigned to an account:

  • Communication Channels

    Specifies how marketing messages can be communicated, for example by e-mail, letter, or SMS. You configure values for communication media in Customizing of campaign execution.

  • Form of Consent

    Specifies how the account or contact communicated the consent information, for example by letter or by e-mail. You configure values for the form of consent in Customizing.

  • Date of Consent

    Specifies the date on which the account gave or rejected consent

  • Consent

    Specifies the consent status as Given or Rejected

    • Communication Details

      Specifies the e-mail address, telephone number, pager or so on that can be used, or must not be used for accounts and contact.

      Note Note

      When the consent status is left blank, all the corresponding details in the main address and communication data are available for use for the account. In the case of a contact relationship to an account, only the communication details that are entered for this relationship and the specified communication channel are available for use.

      End of the note.

For more information, see Marketing Permission.

Search Integration

You can search in All Accounts, Individual Accounts, Corporate Accounts, and Groups with the following attributes:

  • Marketing Permission – Channel: Search by communication channel.

  • Marketing Permission – Status: Search by status to determine if you can send the account or contact unsolicited marketing material. The search attributes are Allowed, Not Allowed or Not Maintained.

Interaction Center Integration
Account Identification

  • The marketing permission function is available by default on the Marketing Permissions tab under Start of the navigation path Identify Account Next navigation step More Fields End of the navigation path.

    Interaction center (IC) agents can display, create, and delete marketing permission items for accounts and contacts.

  • If your company does not support IC marketing processes, you can hide the Marketing Permissions tab. You do this in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Master Data Next navigation step Define Account Identification Profiles End of the navigation path and Define Account Identification Profiles for Multiple Business Partners.

  • IC agents can access the account overview page and the contact overview page from account identification.

  • A central toolbar under Account Identification -> More Fields replaces the corresponding pushbuttons formerly available on the various tabs.

Agent Guidance

You can alert IC agents to existing restrictions due to marketing permissions by doing the following:

  • You can configure your Identify Account page to display checkboxes that indicate whether or not an account or contact may be addressed with marketing information using a specific phone number, fax number, or e-mail address. The checkboxes are provided as available fields in the UI Configuration Tool.

  • IC managers can use the rule modeler to alert IC agents to restrictions that exist for an account or contact due to marketing permissions. For this purpose, specific entries are available in the rule modeler. For example, IC managers can implement an alert that is displayed whenever an account or contact is confirmed, for which there are restrictions due to marketing permissions in terms of the telephony channel.

For more information see, Marketing Permissions: Agent Guidance.

Call List Management

IC managers can apply marketing permissions to accounts and contacts in call list management:

  • Call list generation

    IC managers can carry out a preliminary marketing permission check during call list generation that excludes most calls from the call list that are not permitted due to marketing permissions. This decreases the processing time for the call list.

  • Call list maintenance

    IC managers can activate a marketing permission check that is carried out during the update of contact persons, during call list synchronization with the communication management software (CMS) system, and during manual call list execution.

    While the marketing permission check carried out during the update of contact persons is a preliminary check, the marketing permission check during call list synchronization and manual call list execution is done on the level of individual phone numbers.

  • Call list execution

    There are two types of call list execution:

    • Manual execution

      IC managers can apply marketing permissions on the level of individual phone numbers during manual call list execution.

    • Automated execution

      During the automated call list execution by the CMS, no marketing permission check is carried out, unless the call list is synchronized again.

  • Call status and call result

    The marketing permission checks affect the call statuses and call results as follows:

    • Update of contact persons

      The marketing permission check on accounts is done only for calls with the call statuses Created and Ready. If there is not at least one phone number at which the account or contact may be called, the call is set to Completed with the call result Skipped (Marketing Permissions). If there is not at least one phone number at which the contact may be called, the contact is excluded from the call.

    • Call list synchronization

      Phone numbers that are not permitted due to marketing permissions are either not transferred to the CMS system or deleted from the CMS system. If there is no other phone number at which the account may be called, the call is set to Completed with the call result Skipped (Marketing Permissions).

    • Manual call list execution

      Calls that are not permitted due to marketing permissions are skipped and set to Completed with the call result Skipped (Marketing Permissions).

For more information, see Specifics for Interaction Center: Marketing Permission.

Marketing Permissions in Campaigns

If you have selected the Apply Marketing Permissions checkbox in the Channel part of the Campaign Details section on the Campaign Overview page, the communication channel or channels you can use for the campaign are restricted to those for which permission has been granted. Depending on your Customizing settings, the selected checkbox may be your default system setting.

Segmentation Integration

Classic Segmentation

The following InfoSets are available for use within classic segmentation for segmenting marketing permissions:

  • CRMM_BUT_MKTPERM: Marketing permissions for individual accounts

  • CRMM_BUT_MKTPERM_REL: Marketing permissions for contacts with a relationship to an account

  • CRMM_BUT_MKTPERM_ACC: Marketing permissions for all organizations

High Data Volume Segmentation

The following InfoSets are available for use high data volume segmentation (TREX) for segmenting marketing permissions:

  • CRMM_BUT_MKTPERM_ACC_HV: Marketing permissions for all accounts and existing communication channels

  • CRMM_BUT_MKTPERM_CON_HV: Marketing permissions for all contacts that can be sent marketing material

  • CRM_MKTHV_MP_GEN_W_PERM: Filters marketing prospects and business partners with marketing permissions

For more information on InfoSets in Segmentation, see Standard InfoSets for Use in Segmentation.

The following DataSource is available for use for segmentation with high data volume (SAP NetWeaver BW Accelerator) for extracting marketing permissions:

  • 0CRM_MKT_PERM: Extracts a Contact Permission ID with the value Y (Yes) to indicate that accounts or contacts can be sent unsolicited marketing material during a specific time interval using a specific communication channel. For more information and documentation, see SAP Note 1647653Information published on SAP site.

    Note Note

    This DataSource is available as of SAP enhancement package 2 ( SP02) for SAP CRM 7.0.

    End of the note.
Marketing Prospect Integration

You can now create marketing prospects with marketing permission attributes via External List Management (ELM). These attributes allow you to upload external lists, taking into account marketing permission information, such as consent Given or Rejected, communication channels and so on.

For more information, see Marketing Permissions in ELM.