Technical Name of Business Function |
|
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 |
|
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
You have installed the following components as of the version mentioned:
Type of Component |
Component |
Required for the Following Features Only |
Release |
---|---|---|---|
Software Component |
|
- |
SAP enhancement package 1 for SAP CRM 7.0 SP05 |
You have made the settings in Customizing for Customer Relationship Management
(CRM
) by choosing .
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
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.
For more information, see Marketing Permission.
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
.
The marketing permission function is available by default on the Marketing Permissions
tab under .
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 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.
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.
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.
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.
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 1647653.
Note
This DataSource is available as of SAP enhancement package 2 ( SP02) for SAP CRM 7.0.
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.