You can use the SAP Customer Relationship Management (SAP CRM) application to support business processes in the area of loyalty management. These processes include the planning of loyalty programs, management of memberships and loyalty points, processing of member activities, and customer self-service in Web shops.
You can use the objects and functions described here to track customer behavior, to identify which customers are most valuable and take steps to retain them, and to encourage specific customer behavior.
Download film sniper 3 subtitle indonesia. Before starting to use all the Loyalty Management features, the customizing needs to be maintained accordingly.
The path for Loyalty Management can be found under:
SPRO --> CRM --> Marketing --> Loyalty Management
Basic Settings
Define Loyalty Types
Loyalty Program
A Loyalty Program is an object type which is used for the whole Loyalty Management Business Process. It can be interpreted as a container which includes all Loyalty relevant tasks and objects, such as member activities and point redemption.
Reward Rule Group
The Reward Rule Group consists of all Reward Rules which are executed together during a member activity. Each reward rule group has a purpose, for example, tier change or bonus points.
Reward Rule
Reward Rules are set up rules which are being executed during a certain member activity. If the member activity fulfills the rule condition, the Loyalty Engine executes the maintained action. These actions can be for example:
- Earn Points
- Redeem Points
- Change Tier Level
Loyalty Programs
Define Profiles for Loyalty Program Types
First a Program Type needs to be defined, which contains all the Loyalty Business Process relevant information.
If the Loyalty Program should contain Tier Levels and Tier Management, first a Tier Profile needs to be created which contains the different Tier Groups.
A Tier profile can contain multiple Tier Groups which finally contains different Tier Levels. A member can be assigned to one Tier Group and change Tier Level inside this particular group, independent of Tiers inside other Tier Groups.
Tier Groups can be set to PUBLIC or PRIVATE. If it is set to public, the Group is visible for all members, if set to private, the group is only available and used for internal purposes.
For the Tier itself, the Date Calculation Procedures has to be defined, whch sets a rule when the Tier expires and the next lower Tier is set.
As for the Tier Profile, Loyalty Points also need a Profile which contains all the needed information. Loyalty Points are used to reward and influence members of the designed Loyalty Program.
![Programs Programs](https://i.pinimg.com/originals/5d/ac/1e/5dac1e99c250294b677532ea89aca50f.jpg)
For each Point Type a Date Calculation Procedure needs to be defined which handles the expiration date of this specific type. The conversion factor needs to be set up as how this Point Type is beeing converted to other Point Types inside the Loyalty Program.
Further can different Card Types be defined for a Loyalty Program. This card can be set to Default which signifies that this card is already assigned to a certain member inside the Program. Otherwise it can be set to Anonymous, where it be handed out to a anonymous member who collects points and needs to activate the card later. Afterwards the card is assigned to a member account.
Dynamic Attributes
You use dynamic attributes to track member behavior in the context of reward rules or your loyalty program, and to trigger actions, for example, to change a member's tier. You can define dynamic attributes for use as counters, or for recording dates or text. Dynamic attributes are a key function in the execution and evaluation of your loyalty program.
For example it is possible to track how many purchases a member has done and reward this member with a certain amount of Points for each or after a particular number of transactions.
Different created Attributes can be assigned to the previous created Loyalty Program. These attributes can later also be set with pre definded possible values for easier selection.
Point Accounts
Point Accounts hold all the transaction history for a specific memership. These points can be of different qualification types:
- Redeemable Points
- These Points are used for redeeming them against products or services which are defined inside the Loyalty Program. It is also possible to buy points if not a certain level is reached to buy a product.
- Qualifying Only Points
- This type is for reaching a Tier Level. These points cannot be redeemed and used for a buying process. These points do not have an expiration date, they expire by reaching a new Tier Level.
- Qualifying and Redeemable Points
- A combination of the previous two types. Members have the possibility to reach Tier Levels and consume points for buying processes. Furthermore, points are also able to be bought to reach a new Tier Level for special treatmeant, such as Lounge access inside an airport.
Member Activites
Member Activity functionality tracks all member activities inside a Loyalty Management System. These activities are evaluated against the Reward Rules which execute a certain task, such as gaining points. Furthermore they are also used to analyze and change a possible Tier Level for this member.
For each Activity Category, one or many Activity Types can be added. These Types define what transaction is added to the member's account. For example does the Activity Type 'Points' directly add or consume Points from the member's account.
To start creating a new Loyalty Program, the WebUI can be accessed via SAP Standard Business Role: 'LOY_PRO - Loyalty Professional' which provides all the needed functionality. Inside the Loyalty Management Tab, a new Loyalty Program must be created.
- A Program Type has to be selected which was previously defined in the Customizing and an appropriate ID should be chosen, by which the Program can be identified later.
- An Employee Responsible needs to be assigned to the Loyalty Program
- A new Reward Rule Group can be created in the Hierachy Tab by selecting 'New'.
- For the RR Group an ID has to be chosen and a Type has to be selected
- Standard Type --> is used for the creation of simple rules
- Standard Type (Expert Mode) - if a rule has been designed within the Expert Mode, this Type cannot be changed later on!
- Enables creation of complex rules
- Access to rule statement editor to build complex conditions
- Access to formula editor to build complex formulas
- A Combinabilty Type needs to be selected - determines the reward rules when a member qualifies for more than one reward rules!
- All Reward Rules within the Group qualify
- Maximum Points
- The Reward Rule where the member can gain the most points.
- The Reward Rule where the member can gain the least points.
- By Sequence
- The Reward Rules are handled by their set sequence number (1, 2, 3,..)
- Versioning can be activated for RR Groups which defines during which period this particular setting takes place.
- Ability to process multiple versions at the same time
- Enables program managers to release new rules for future periods
The Reward Rule itself is the same setup as the Reward Rule Group, an ID, the Type and a Sequence has to be chosen. Afterwards, a new Version needs to be created and via the Actions Button, a new Rule can be inserted.
Inside the Rule Builder, a Rule Parameter can be set which defines under which condition this particular rule is applicable and checked. With the underlying New Button, a new Action can be defined which is then beeing executed.
In this scenario the member is receiving 100 Points of Type Super Points if he/she already has 100 Points in his/her Point Account.
To subscribe an Individul Account or Corporate Account to a Loyalty Program, a Membership needs to be created. Inside the Membership all Loyalty relevant Data is beeing stored and 'attached' to the Account. One Account can be part of many Memberships and therefore participate in multiple Loyalty Programs.
Each Membership gets automatically a Point Account assigned where all Transaction are displayed. Points can be added manually or with the previous defined Rules inside the Loyalty Program. Points can be added via a Member Activity. A membery Activity can be created manually from the 'New' Button or with any other integrated transaction software/hardware combination. For this example 50 Points are added two times, which should automatically convert to 200 Points after the Point Account reaches 100 Points due to the former set up Rule.
Skip to end of metadataGo to start of metadataUsing partnerships in Loyalty Management enables partner participation to a loyalty member. The loyalty member may earn or redeem points and miles with any of the loyalty partners. A member of an airline loyalty program, for example, may use the earned miles to pay for room in any partner hotel chain, or may earn or redeem points when buying gas at a partner gas station.
Partnership
Prerequistites
To be able to create a partnership for a loyalty program the following needs to be fulfilled.
Partner Assignment
The partner for the partnership must existin in role 'loyalty partner'.
In addition the partner must be assigned to the loyalty program, and must have the status active.
Settlement Material
For each point type a settlement material is needs to be specified. The settlement material is used to create follow-up sales orders to charge the partner for earned points.
Customizing
For creating partnerships the following customizing is required:
SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Partnerships
Define Partnership Settings
Creating Partnership
If all the prerequisites are fulfilled the partnership can be created. The partnership is created for a loyalty program. The partnership can be used once the status is active.
The created partnership is then available in the loyalty program as well.
Partner Point Account
A partnership gets a partner point account created for each point type available in the loyalty program. The partner point account holds the balance of the points used by the partner.
The partner point account holds the balance of purchased and consumed points. The overdraft amount specifies the amount of the consumed points that are not yet purchased, hence having an overdraft amount specified may result in negative balance. Futhermore the partner point account holds all the parnter point transactions.
The balance holds the delta of all purchased and consumed points triggered from the partner point transactions.
The partner point account is created with having a reference to the settlement material.
Partner Point Transactions
The partner point account contains several partner point transactions. Those are all point transactions such as purchasing, consuming and transfering done by the loyalty program partner.
Prerequisites
The following customizing defines the allowed partner point transactions.
SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Partner Point Accounts
Define Partner Point Transaction Reasons
This defines wheather a partner point transaction type is considered as credit or debit transaction, or if a partner point transaction is a transfer type (to be transfered from one partner point account to another).
Manual Creation
Partner point transaction can be created manually by selecting the type and the reason, and by specifiying the amount.
On saving the amounts are updated to the purchased and consumed points, and are calculating the balance in the partner point account.
Member Activity Processing
Once a member activity is created with reference to a partnership the same same is reflected as partner point transaction.
This partner point transaction is generated by report RLOY_ENGINE_PPA_PROCESS. The report needs to be scheduled in background to collect all related member activities and generate the partner point transaction accordingly.
The partner point transaction is generated with reference to the member activity ID.
Transaction Processing
Business transactions for buying and returning points and hence updating the partner point account can either be created manually or created by report CRM_LOY_PSH_POINT_SETTLEMENT. The business transaction will create a partner point transaction once the prerequisite item status is reached.
A buy points sales order will result in a purchase points partner point transaction.
A return points complaint order will result in a consume points partner point transaction.
Prerequisites
To get partner point transactions generated from in the buy or return points scenario is defined in the following customizing:
SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Channel Integration
Define Matching Item Status for Creation of Partner Point Transactions
Once the business transaction reaches the mentioned status the partner point transaction is generated.
Member Activities
Member activities can be created with reference to a partnership, meaning that the member gets the member activity processed according to the rules in the loyalty program (so earning and redeeming points) but the points are taken from the partners point account. This is done in a 2 step approach, containing the rewared rule processing and the RLOY_ENGINE_PPA_PROCESS job.
The member activity needs to have the reference to the partnership.
After the member activity got executed the job RLOY_ENGINE_PPA_PROCESS picked the executed member activity and generated the partner point transaction.
Buy/Return Points Transactions
The partner may buy or return points or miles available in the loyalty program. In both scenarios the settlement material is used to create follow-up sales orders to charge the partner for earned points.
Buy points
The loyalty program partner is charged for all points issued to the members that were not purchased in advance from the loyalty host. In the buy points scenario a sales order is created for charging the loyalty partner for the points purchased.
Once the sales order is error free and has the required status the purchased points or miles will create a partner point transaction updating the partner point account.
Return points
The loyalty program partner receives a credit note for a positive account balance. In the return points scenario a complaints order is created for receiving a credit for points the loyalty partner returns.
Once the complaint order is error free and has the required status the returned points or miles will create a partner point transaction updating the partner point account.
Creating Buy/Retun Points Transactions
Buy and Return points transactions can be created manually as follow up for the partnership.
Creating the follow up document will prefill the sold to party with the partner, and will contain the reference to the partnership.
Once the sales order and complaint is saved error free and has the required status the purchased points or miles will create abuy/return partner point transaction updating the partner point account.
Alternatively the buy/return business transaction can be created from report CRM_LOY_PSH_POINT_SETTLEMENT. The report is supposed to clear the partner porint account balance by either creating a sales order for purchasing points in case of a negative balance or creating a return in for returning the points in case of a positive balance.
The report requires the loyalty program and the partnership as a selection, and needs the transaction types for the buy and return scenario.
After having the report executed the result is available in TRX SLG1.
The partner point transaction is generated accordingly and the balance is zeroed out.
Reports for Partnerships in Loyalty Management
RLOY_ENGINE_PPA_PROCESS
Report for generating partner point transactions for member activities generated with reference to memberships. Report needs to be scheduled in the background.
CRM_LOY_PSH_POINT_SETTLEMENT
Report for creating sales orders and return transactions to settle point balances.
RLOY_PSH_ACCOUNT_STATEMENT
Report to generate partnership account statements, for a specific loyalty program and one-or-more-or-all partnerships under it.
The report is executed for the loyalty program and for any partnership. The result is the attached account statement for the partnership.
RLOY_PPA_TXN_EXTRACT
Report to export all partner point transactions to Excel. The excel is attached to the partnership.
The report is executed for a certain partnership for a certain time range and generates a csv file with having the colums defined in the following customizing:
Loyalty Programs Definition
SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Partner Point Accounts
Define Partner Point Transaction Columns for Export
The report attaches the CSV file to the partnership.
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