Below are some important CRM interview questions which are asked in most MNC company interviews for beginners or professionals.
1. What is CRM?
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
2. What is the typical landscape for a CRM project? What is the maximum number of landscapes that you have worked on in a project.
CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training Environment and a pre-Production environment all set up as separate physical boxes.
3. What is the difference between technical consultant and functional consultant with respect to their roles and responsibilities?
A functional consultant is typically responsible for running workshops, interviewing clients to get requirements, mapping these on to the Software, deciding the best way to customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for gaps, setting up the system infrastructure, doing the developments, testing them, ensuring that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is blurring with there being a large overlap.
4. Explain the general ways of how a CRM can be enhanced?
There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
- Web sites of your choice
- Transactions in an ERP system
- Administration transactions in the CRM system
- BSP Components Workbench
This is at a technical level and typical changes carried out are e.g. Adding a completely new View.
It assist with the Component Enhancements.
- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key
- Easy Enhancement Workbench
Easy Enhancement Workbench (EEWB) is a development tool that does not require technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements BADIs.
5. How Do Modification-Free Enhancements Work?
You can perform modification-free enhancements at predefined positions in code.
There you have anchor points or enhancement options, as they are called in the terminology.
At these points you can insert your enhancements. You can do this without changing the compilation unit that you are enhancing. The inserted implementations are processed at the appropriate position in the compilation unit, but they are themselves not part of this unit.
They cannot, for example, belong to another package. Let us take a look at the example of a source code enhancement in a report in order to illustrate this better. We are not looking at details of coding, but the key steps.
Anchor point, at which you can plug in an enhancement.
Enhancement which is executed here but is itself not a physical part of the code it is plugged into
You can – to a certain extent – compare this enhancement technology with a closet system where you can insert various elements at particular positions. Instead of drilling the wood in the side walls, you can insert various boards and other elements where the manufacturer has already inserted hooks or holders at important positions.
There are different types of holders or attachments at various positions. At each holder type, you can insert exactly one type of element: boards at small dowel positions, CD elements at wider dowel positions, and drawer elements at multiple dowels. It seems like the elements are an integral part of the entire closet but, in fact, they are attached to the closet parts through holders.
The different enhancement technologies correspond to these different types of elements described above. These technologies become attached at different types of anchor points or enhancement options of the Repository objects.
Therefore, you cannot simply insert enhancements into Repository objects at any position you like without modifications, but only where there are so-called enhancement options in place. At these enhancement options, you can also attach only certain elements – so-called enhancement implementation elements.
A concept that standardizes and structures all previous enhancement possibilities cannot do without a certain amount of complexity. The structure it is based on, however, is extremely simple.
.On the one hand, you have hooks or, to put it correctly, enhancement options where you can insert enhancements. There you define enhancement options, which is why
one can speak of the definition side.
. On the other hand, you have enhancement implementation elements that you can affix to these hooks or enhancement options.
The rest is simple detail: There are various types of hooks or enhancement options, and there are also various enhancement implementation elements. The enhancement options are grouped together to enhancement spots and these, in turn, to even larger units.
The same applies to units on the implementation side. Between the different units of a side and between those of the implementation and definition side, you have assignments of different cardinality.
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1. What is CRM?
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
2. What is the typical landscape for a CRM project? What is the maximum number of landscapes that you have worked on in a project.
CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training Environment and a pre-Production environment all set up as separate physical boxes.
3. What is the difference between technical consultant and functional consultant with respect to their roles and responsibilities?
A functional consultant is typically responsible for running workshops, interviewing clients to get requirements, mapping these on to the Software, deciding the best way to customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for gaps, setting up the system infrastructure, doing the developments, testing them, ensuring that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is blurring with there being a large overlap.
4. Explain the general ways of how a CRM can be enhanced?
There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
- Web sites of your choice
- Transactions in an ERP system
- Administration transactions in the CRM system
- BSP Components Workbench
This is at a technical level and typical changes carried out are e.g. Adding a completely new View.
It assist with the Component Enhancements.
- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key
- Easy Enhancement Workbench
Easy Enhancement Workbench (EEWB) is a development tool that does not require technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements BADIs.
5. How Do Modification-Free Enhancements Work?
You can perform modification-free enhancements at predefined positions in code.
There you have anchor points or enhancement options, as they are called in the terminology.
At these points you can insert your enhancements. You can do this without changing the compilation unit that you are enhancing. The inserted implementations are processed at the appropriate position in the compilation unit, but they are themselves not part of this unit.
They cannot, for example, belong to another package. Let us take a look at the example of a source code enhancement in a report in order to illustrate this better. We are not looking at details of coding, but the key steps.
Anchor point, at which you can plug in an enhancement.
Enhancement which is executed here but is itself not a physical part of the code it is plugged into
You can – to a certain extent – compare this enhancement technology with a closet system where you can insert various elements at particular positions. Instead of drilling the wood in the side walls, you can insert various boards and other elements where the manufacturer has already inserted hooks or holders at important positions.
There are different types of holders or attachments at various positions. At each holder type, you can insert exactly one type of element: boards at small dowel positions, CD elements at wider dowel positions, and drawer elements at multiple dowels. It seems like the elements are an integral part of the entire closet but, in fact, they are attached to the closet parts through holders.
The different enhancement technologies correspond to these different types of elements described above. These technologies become attached at different types of anchor points or enhancement options of the Repository objects.
Therefore, you cannot simply insert enhancements into Repository objects at any position you like without modifications, but only where there are so-called enhancement options in place. At these enhancement options, you can also attach only certain elements – so-called enhancement implementation elements.
A concept that standardizes and structures all previous enhancement possibilities cannot do without a certain amount of complexity. The structure it is based on, however, is extremely simple.
.On the one hand, you have hooks or, to put it correctly, enhancement options where you can insert enhancements. There you define enhancement options, which is why
one can speak of the definition side.
. On the other hand, you have enhancement implementation elements that you can affix to these hooks or enhancement options.
The rest is simple detail: There are various types of hooks or enhancement options, and there are also various enhancement implementation elements. The enhancement options are grouped together to enhancement spots and these, in turn, to even larger units.
The same applies to units on the implementation side. Between the different units of a side and between those of the implementation and definition side, you have assignments of different cardinality.
More Questions & Answers :-
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