SAP Customer Relationship Management Release Release SAP CRM 2007

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  • 1. Solution Map SAP Best Practices for CRM SAP Best Practices
  • 2. Scope Definition of SAP Best Practices for CRM V1.2007
      • This presentation describes the business scenario scope of SAP Best Practices for CRM V1.2007 based upon the business map of SAP CRM 2007.
      • Process categories (e.g. Partner Channel Management) and main processes (e.g. Case Management) not covered by SAP Best Practices for CRM V1.2007 are „grayed out“.
      • Processes not covered by SAP Best Practices for CRM V1.2007 are not listed.
  • 3.
    • 1. SAP CRM Enterprise
      • 1.1. Marketing
      • 1.2. Sales
      • 1.3 Service
    • SAP CRM Interaction Center
      • 2.1. Telemarketing
      • 2.2. Telesales
      • 2.3 Customer Service
      • 2.4 IC Management
    • SAP CRM Web Channel
      • 3.1. E-Service
    Agenda
  • 4. SAP Customer Relationship Management Web Channel Interaction Center Partner Channel Management Trade Promotion Management Business Communication Management Marketing Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management Sales Sales Planning & Forecasting Sales Performance Management Territory Management Accounts & Contacts Opportunity Management Quotation & Order Management Pricing & Contracts Time & Travel Service Service Order Management Service Contract Management Complaints & Returns In-House Repair Case Management Installed Base Management Warranty Management Resource Planning Incentive & Commission Management E-Commerce functionality Covered by SAP BP for ERP E-Commerce
  • 5. SAP Customer Relationship Management Marketing Marketing Resource Management Segmentation & List Management Multiple Data Source Access (S5, S4, S2) High Speed Data Search (S5, S4, S2) Preview Lists (S5, S4, S2) Pre-Filtered/Personalized Attribute Lists (S5, S4, S2) Sampling and Splitting (S5, S4, S2) Embedded Predictive Modeling (S5, S4, S2, S3) Personalized Filters (S4, S5, S2) Quick Counts (S5, S4, S2) Segment Deduplication (S5, S4, S2) Suppression Filters (S5, S4, S2) Target Group Optimization (S5, S4, S2, S3) Clustering (S5, S4, S2, S3) Data Mining (S5, S4, S2, S3) Decision Trees (S5, S4, S2, S3) List Management - List Format Mapping (S5, S4, S2) Campaign Management Marketing Calendar (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2) Personalized (E)Mails (S5, S4, S2) Real-Time Offer Management Lead Management Multiple Interaction Channels (S5, S4, S2) Automated Qualification (S5, S4, S2) Mass Generation (S5, S4, S2) Lead Surveys (S5, S4, S2) Lead Analysis (S5, S4, S2, S3) Campaign Analysis (S5, S4, S2, S3) Call Lists (S5, S4, S2) Automatic Generation of Follow-Up Activities (S5, S4, S2) Rule-based Distribution (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 6. SAP Customer Relationship Management Sales Sales Planning & Forecasting Sales Performance Management Pipeline Performance Management (S2, S4, S5) Territory Management Market Segmentation (S5, S4, S2) Territory Assignment & Scheduling (S5, S4, S2) Territory/ Organizational Mapping (S5, S4, S2) Sales Analysis by Territory (S5, S4, S2, S3) Accounts & Contacts Visit Planning (S5, S4, S2) Fact Sheet (S5, S4, S2, S3) Interaction History (S5, S4, S2) Activity Management (S5, S4, S2, S3) Email Integration (S5, S4, S2) Relationship Management (S5, S4, S2) Marketing Attributes (S5, S4, S2) Customer Analysis (S5, S4, S2, S3) Account Classification (S2, S4, S5) Opportunity Management Team Selling (S5, S4, S2) Competitive Information (S5, S4, S2) Account-specific Sales Processes (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Pricing (S5, S4, S2) Activities (S5, S4, S2) Follow-Up Transactions (S5, S4, S2) Anticipated Revenue (S5, S4, S2) Quotation & Order Management Using ERP Quotations (S5, S4, S2) Using ERP Orders (S5, S4, S2) Pricing & Contracts Incentive & Commission Management Time & Travel Buying Center (S5, S4, S2) Sales Process & Selling Methodologies (S5, S4, S2) Opportunity Analysis (S5, S4, S2, S3) Basic Pricing for Opportunity (S5, S4, S2) Complete Pricing for ERP documents (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 7. SAP Customer Relationship Management Service Service Order Management Service Order Quotation (S1, S5, S4, S2) Service Order Processes (S1, S4, S5, S2) Service Employee Resource Planning (S1, S5, S4, S2) Service Confirmation Processing (S1, S5, S4, S2) Logistics Integration Processes (S1, S5, S4, S2) Service Order Analytics (S1, S2, S4, S5) Service Contract Management Service Agreement (S5, S4, S2) Service Contract Processing (S1, S5, S4, S2) Service Level Management (S5, S4, S2) Contract Determination (S5, S4, S2) Complaints & Returns Knowledge Management (S5, S4, S2) Complaints Processing (S1, S5, S4, S2) Returns Processing (S2, S4, S5) Follow-Up Processes (S5, S4, S2) Logistics Integration (S1, S5, S4, S2) Complaints and Returns Analytics (S1, S5, S4, S2, S3) In-House Repair Case Management Installed Base Management Installed Base Processing (S5, S4, S2) Warranty Management Customer Warranty (S5, S4, S2) Warranty Determination (S5, S4, S2) Resource Planning Service Resource Planning (S1, S5, S4, S2) Resource Master Data (S5, S4, S2) Assignment Management (S5, S4, S2) Absences/ Attendances Maintenance (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 8.
    • 1. SAP CRM Enterprise
      • 1.1. Marketing
      • 1.2. Sales
      • 1.3 Service
    • SAP CRM Interaction Center
      • 2.1. Telemarketing
      • 2.2. Telesales
      • 2.3 Customer Service
      • 2.4 IC Management
    • SAP CRM Web Channel
      • 3.1. E-Service
    Agenda
  • 9. Interaction Center Telemarketing Campaign Execution Lead Management Personalization Telesales Accounts & Contacts Activity Management Opportunity Management Quotation & Order Management Customer Service Help Desk & Shared Service Center Customer Service & Support Complaint Management IC Management Knowledge Management Process Modeling Communication Channels
  • 10. Interaction Center Telemarketing Campaign Execution Call List Assignment (S5, S2, S4) Soft Phone (P1, S5, S4, S2) Interactive Scripts (S5, S4, S2) Script Effectiveness (S5, S4, S2) Lead Management Lead Generation (S5, S4, S2) Lead Qualification (S5, S4, S2) Personalization Scripting (S5, S4, S2) Alert Modeler (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 11. Interaction Center Telesales Accounts & Contacts Fact Sheet (S5, S4, S2) Interaction History (S5, S4, S2) Customer Alerts (S5, S4, S2) Interactive Scripting (S5, S4, S2) Multi Channel Interactions (P1, S5, S4, S2) Activity Management Opportunity Management Quotation & Order Management Inquiries & Quotations (S5, S4, S2) Order Capture (S5, S4, S2) ERP Sales Order (S5, S2, S4) Automatic Business Partner Assignment (S5, S4, S2) Pricing (S5, S4, S2) Order Validation Check (S5, S4, S2) Fulfillment Synchronization (S5, S4, S2) Call List Processing (S5, S4, S2) Multi Channel Interactions (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 12. Interaction Center Customer Service Help Desk & Shared Service Center Information Help Desk (S5, S2, S4) IT Help Desk (S5, S4, S2) Service Request & Incident Management (S2, S4, S5) Interaction Record (S5, S4, S2) Interaction History (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Knowledge Search (S5, S4, S2) Solution Database (S5, S4, S2) Information Security Profile (S5, S4, S2) E-Mail and Chat Integration (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Service Level Management (S5, S4, S2) Customer Service & Support Account Identification & Maintenance (S5, S4, S2) Registered Product Identification (S5, S4, S2) Interaction History (S5, S4, S2) Scratch Pad Notes (S5, S4, S2) Service Order & Request Management (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Content Management Integration (S5, S4, S2) Spare Parts and Services (S5, S4, S2) Service Quotations (S5, S4, S2) Contract & Entitlement Management (S5, S4, S2) Service Level Management (S5, S4, S2) Warranty Management (S5, S4, S2) Installed Base Management (S5, S4, S2) Service Product Proposal (S5, S4, S2) Complaint Management SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 13. Interaction Center IC Management Knowledge Management Solution Search (S5, S4, S2) Multiple Knowledge Databases (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Standard Response for Email and Chat (S5, S4, S2) Multilevel Categorization (S5, S4, S2) Fact Sheet (S5, S4, S2) Interaction History (S5, S4, S2) Process Modeling Alert Management (S5, S4, S2) Scripting (S5, S4, S2) Alert Modeler (S5, S2, S4) Rule Modeler (S5, S4, S2) Communication Channels Automatic Number Identification (ANI) (P1, S5, S4, S2) Interaction History (S5, S4, S2) Interaction Analysis (S5, S4, S2, S3) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 14.
    • 1. SAP CRM Enterprise
      • 1.1. Marketing
      • 1.2. Sales
      • 1.3 Service
    • SAP CRM Interaction Center
      • 2.1. Telemarketing
      • 2.2. Telesales
      • 2.3 Customer Service
      • 2.4 IC Management
    • SAP CRM Web Channel
      • 3.1. E-Service
    Agenda
  • 15. Web Channel E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator E-Commerce Quotation & Order Management Shopping Basket Management Pricing & Contracts Interactive Selling & Configuration Web Auctions Selling via Partners E-Service Knowledge Management Service Order Management Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service
  • 16. Web Channel E-Service Knowledge Management Solution Search (S6) Knowledge Base Management (S6) Frequently Asked Questions (S6) Service Order Management Service Requests (S6) Entitlement Validation (S6) Status and Tracking (S1, S6) Live Support Installed Base Installation Management (S6) Warranty Management (S4, S6) Product Registration (S6) Complaints & Returns Complaints Management (S6) Returns Management (S6) Billing & Payment Account Self Service SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product For more information see: http://www.sap.com
  • 17. Solution Map Product Table Key Description S1 SAP ERP S2 SAP Marketing (SAP CRM) S3 SAP NetWeaver S4 SAP Sales Management (SAP CRM) S5 SAP Service Management (SAP CRM)
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