Customer Experience

Content in this topic area will help sales, marketing, customer service, and analytics professionals understand how to leverage SAP Customer Experience solutions to deliver personal, trusted, and connected customer experiences. Content will cover a wide range of topics, including end-to-end commerce processes, sales automation, sales performance management, best practice customer service, marketing, and customer-related analytics processes. 

Featured

  1. The COVID-19 Crisis Exposes Areas Where SAP Customers in the Healthcare Field Can Up Their Game

  2. Make Better Business Decisions with At-Your-Fingertip Support for SAP Landscapes

    Make Better Business Decisions with At-Your-Fingertip Support for SAP Landscapes

  3. Adapting for Success in the Outcome Economy

Results

  1. LRS

    The high-tech industry has developed a strong affinity for the mantra the “outcome economy” in response to the shift toward selling outcomes rather than quantities. SAP customers are challenged with finding ways to drive every dollar to more impactful innovation versus spending money on the traditional aspects of running IT. This article outlines the steps…
  2. What’s an “Assignment Number,” and How a Misunderstanding Can Give Your End Users an Unfriendly Surprise

    A default sort allows you to sort accounts by different criteria, such as expense accounts by cost center and assets accounts by asset number. Its role is sometimes confusing, however, and therefore it is underused in the FI module. The author clears up two sources of confusion: terminology and the possibility the system presents of…...…
  3. Data Modeling Advice: Where Do I Put My Sales Area Data?

    How you break up your sales area data into dimensions will have an effect on performance. Dear BW Expert; I don’t know enough about modeling SAP-specific entities. For example, should sales area (organization, division, distribution) be in a dimension by itself or associated with customer? BW Consultant Data modeling is a discipline that affects both…...…
  4. Archive Search Strategy: The Default Setting Every FI End User Has Active… but May Not Understand

    Working with SAP FI, you probably have become very familiar with the transaction code FB00, which allows you to set up a variety of user-specific FI default settings, such as the line-layout display variant. However, you might be less familiar with its document-archive settings. This article describes the six options for searching the archives, and…...…
  5. The Surprising Relationship Between G/L “Relevant to Cash Flow” setting and A/R Standard Reports Showing Customer’s Last Payment

    A little-known relationship between a G/L setting and an A/R standard report can result in a frustrating mystery for end users, who can see two different results on two different occasions from doing what they probably perceive to be the same cash-application steps. This article clears up the confusion. Most businesses that use R/3 need…...…
  6. Ask the FI/CO Expert: Even in Release 4.6, Your End Users’ Choice of an A/R Posting Key Has a Surprising Impact on Standard Reports Such as the “Customer Analysis” Net Sales Columns

    A hidden relationship between the data entry field called “posting key” and several R/3 standard reports can affect sales or payment data. Key Concept     Dear FI/CO Expert, Our company offers some of our customers a rebate if their net sales for the year (sales order billings, less any product returns or credit memo…...…
  7. Ask the FI/CO Expert: Use a Simple Workaround to Automatically Release Credit-Hold Blocked Sales Orders After the Error Condition Improves

    Once a credit block on a sales order is active, what will cause the block to be automatically removed? The author, an SAP consultant from the Netherlands, explains how to set up a “semiautomatic” update to credit management. Key Concept   The response to this month’s question is courtesy of guest expert Dr. Stef Cornelissen,…...…
  8. “Why Do Previously Approved Sales Orders End Up on the Credit Hold List a Second Time… And What Can I Do About It?”

    Anyone who works with the Credit Management module knows that previously approved sales orders sometimes end up on Credit Managers’ hold lists a second time. This unwanted outcome is due to two “default” settings in the Credit Management module. This article discusses these settings and shows you how you can implement your own preferences for…...…
  9. Ask the FI/CO Expert: “Can the ‘Special Fields’ Settings Be Made Available to End Users?”

    This month’s “Ask the FI/CO Expert” question concerns ABAP List Viewer (ALV) functionality that was introduced in R/3 Release 4.6: specifically, how to make the “Special Fields” (such as Material #, Quantity, User name, and Entry date) available to end users. As this article explains, the secret is to run two quick ABAP programs after…...…
  10. The End-User Side: Tips and Tricks for “Erasing” A/P Check Numbering Mistakes from the R/3 Online Check Register!

    As users of the A/P module’s Automatic Payment Print Program know all too well, if a run of consecutive checks is mistakenly sent to be printed on ordinary paper, R/3 proceeds to update the Check Register, even though none of the erroneous checks can ever be used. This article shows how to recover from such…...…