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AgendaIntroductionmySAP CRM     mySAP Business Suite     mySAP CRM a Complete solution     mySAP CRM Architecture Con...
What is CRM?Customer Relation Management is aBusiness Strategy that aims to optimizecustomer interactions in order to max...
Why CRM Solution?                                    Product      “Best Product”                                   Leaders...
What are your top three customer management goals?Source: Forrester Research, Inc.                                        ...
CRM VENDORS              Introduction   6
SAP AG The Best Run business Run SAP SAP Stands for Systems Applications and Products in Data Processing(System, Anwendun...
mySAP Business Suite Source : www.sap.com                        mySAP CRM   8
mySAP CRM – A Complete Solution Source : www.sap.com                                  mySAP CRM   9
mySAP CRM Architecture Concept Source : www.sap.com                                 mySAP CRM   10
mySAP CRM Solution Map                                                                                          •Marketing...
mySAP CRM Major Benefits    Marketing            Sales                Service             Analytics• Select target     • C...
mySAP CRM Major Benefits (cont)                      Business  Partner Channel                    Communication      Inter...
User Interface Overview- Part 1                                  mySAP CRM   14
User Interface Overview- Part 2                                  mySAP CRM   15
User Interface Overview- Part 3                                                       Communication                  Accou...
Industry Specific Solutions   INDUSTRY                              SUPPORTED KEY PROCESSES                           Majo...
Methods of Implementation        ASAP       Rapid DeploymentSource : www.sap.com          mySAP CRM   18
Total Cost Of Ownership (TCO)Collect a master list of all of yourcompany’s    CRM      initiatives andrequirementsClassi...
Why Choose mySAP CRMSupport of Seamless End-to-Endprocesses   Complete, Best-In-Class Integrated    business applications...
Join the Momentum of mySAP CRM SAP ranked as Leader in CRM  Solutions-Forrester 2010 SAP named Leader in CRM Magazine’s ...
Comaprison with Other CRM VendorsSource: Forrester Research,Inc           mySAP CRM & Other Vendors   22
Forrester ReportSource: Forrester Research,Inc   mySAP CRM & Other Vendors   23
Customer Testimonial                                                                It is the largest paint company in    ...
Summary   SAP CRM Benefits for Organizations      Competitive Advantages      Increased Revenue      Potential to Lowe...
Video Journey Through mySAP CRM                                  Summary   26
For More Follow SAP CRM on:       Twitter : http://twitter.com/sapcrm       YouTube : http://www.youtube.com/sapcrmtv  ...
References www.sap.com http://www.sdn.sap.com/irj/bpx/crm www.forrester.com www.gartner.com The official guidebook to...
Oracle Founded by Larry Ellison, Bob Miner and Ed  Oates in 1977    Headquarters: Redwood Shores, CA    CEO Larry Ellis...
Siebel Customers
mySAP CRM vs Siebel CRM                           mySAP CRM                                                               ...
SAP_CRM
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SAP_CRM

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SAP_CRM

  1. 1. 1
  2. 2. AgendaIntroductionmySAP CRM  mySAP Business Suite  mySAP CRM a Complete solution  mySAP CRM Architecture Concept  Methods of implementation  Total Cost of ownershipmySAP CRM & Other VendorsSummary 2
  3. 3. What is CRM?Customer Relation Management is aBusiness Strategy that aims to optimizecustomer interactions in order to maximizethe success of business– SAPCRM is a Business Strategy that maximises profitability, revenue and customer satisfaction by organizing around customer segments fostering behaviour that satisfies customers and implementing customer centric processes- Gartner Introduction 3
  4. 4. Why CRM Solution? Product “Best Product” Leadership Product Differentiation Operational Customer Competence Responsive Operational Customer Excellence Intimacy“Best Total Cost” “Best Total Solution” Source :Treacy/Wiersema Introduction 4
  5. 5. What are your top three customer management goals?Source: Forrester Research, Inc. Introduction 5
  6. 6. CRM VENDORS Introduction 6
  7. 7. SAP AG The Best Run business Run SAP SAP Stands for Systems Applications and Products in Data Processing(System, Anwendungen, Produkte in der Datenverarbeitung) Founded in 1972 by Wellenreuther, Hopp, Hector, Plattne r and Tschira SAP is the world’s leading provider of Enterprise Application Software Headquarters in Walldorf, Germany Ownership: Public(Frankfurter Stock Exchange, NYSE: SAP)Source : www.sap.com/investor , Factsheet April 2011 mySAP CRM 7
  8. 8. mySAP Business Suite Source : www.sap.com mySAP CRM 8
  9. 9. mySAP CRM – A Complete Solution Source : www.sap.com mySAP CRM 9
  10. 10. mySAP CRM Architecture Concept Source : www.sap.com mySAP CRM 10
  11. 11. mySAP CRM Solution Map •Marketing Resource Management •Segmentation & List ManagementMarketing •Campaign Management •Real-Time Offer Management t Partner Channel Management Business Communication managemen •Lead Management Trade Promotion Management •Sales Planning & Forecasting •Pricing & Contracts Interaction Center •Sales Performance •Quotation Order Management Web Channel Management •Pricing & Contracts •Territory Management •Incentive & Commission Sales l •Accounts & Contacts Management •Opportunity Management •Time & Travel •Service Order Management •Installed Base Management •Service Contract •Warranty Management Management •Resource Planning Service •Complaints & Returns •Case Management •In-House Repair Source : www.sap.com mySAP CRM 11
  12. 12. mySAP CRM Major Benefits Marketing Sales Service Analytics• Select target • Control Sales • Achieve higher • Measurement, groups Processes customer prediction, resulting in an satisfaction planning and• Monitor increase in through prompt optimization of marketing costs revenue and efficient customer • Increase up- service relationships• Using selling and marketing cross-selling • Reduce service analytics for opportunities costs making • Recognize decisions profitability of • Provide reliable each and every service around• Observe customer the clock markets and • Reduce sales competitors costs • Achieve • Create transparency of• Identify accurate, real both service customer time forecasts resources and preferences service costs mySAP CRM 12
  13. 13. mySAP CRM Major Benefits (cont) Business Partner Channel Communication Interaction Center Web Channel Management Management • Boost • Centralize • Easy-to-use • Personalize Revenues geographically agent customer’s spread productivity buying communications tools experience • Reduce Costs for • Portal-based • Provide access for convenient, • Increase • Inbound and interaction easy-to-use, Profits Outbound centre interactive contacts administration, selling and management, self-service • Increase • Outbound and reporting Customer Marketing • Integrate with •Enable end-to- Satisfaction Campaigns interaction end, order-to- centre cash • Empower • Manage infrastructure processes Communications e.g. computer Partners across the telephony, e- •Significantly company mail, and Web reduce cost of servers sales mySAP CRM 13
  14. 14. User Interface Overview- Part 1 mySAP CRM 14
  15. 15. User Interface Overview- Part 2 mySAP CRM 15
  16. 16. User Interface Overview- Part 3 Communication Account Alerts/ Subscriptions Information Information CTI Toolbar Workspace Left Mousclick Role InformationNavigation Bar mySAP CRM 16
  17. 17. Industry Specific Solutions INDUSTRY SUPPORTED KEY PROCESSES Major Benefits Automotive Sales and Service Addresses unique needs and Chemicals Sales and Marketing complete, end-to-end Consumer Products TPM,Sales,Service & Marketing requirements of all Retail Category Management & Multi channel major industries Retailing Telecommunications Dealer Mgt,Customer Service,Sales and Service Fulfillment Professional Services Client and opportunity mgt Public Sector Tax & revenue mgt,social service sand social security,Public security, High Tech Channel mgt,quotation,contract &order mgt, customer service mgt Media Account & contarct mgt,campaign mgt, advertising sales,subscription sales,customer service Industrail Machinery and Components Sales and Marketing,aftermarket sales and service Utilities Sales,Service & Marketing Oil & Gas Downstream mktg and retailingSource : www.sap.com mySAP CRM 17
  18. 18. Methods of Implementation  ASAP Rapid DeploymentSource : www.sap.com mySAP CRM 18
  19. 19. Total Cost Of Ownership (TCO)Collect a master list of all of yourcompany’s CRM initiatives andrequirementsClassify them in a Pain-Gain MatrixLook for a CRM solution that supportsquick wins and strategic initiativesUse SAP’s tools and methodologies tosee if SAP CRM is right for you Pain Gain Matrixwww.sdn.sap.com mySAP CRM 19
  20. 20. Why Choose mySAP CRMSupport of Seamless End-to-Endprocesses  Complete, Best-In-Class Integrated business applications  Extension beyond “ERP” capabilities in synchronization with ERP  Broadest business contentBest Industry-Specific Capabilities  Best of Suite by Industry  Best Practices developed with largest customer base  Powered by SAP Netweaver  Prepackaged IntegrationEnables fast Return on Investment  Newly developed Rapid Deployment (6-8 weeks) mySAP CRM 20
  21. 21. Join the Momentum of mySAP CRM SAP ranked as Leader in CRM Solutions-Forrester 2010 SAP named Leader in CRM Magazine’s 2009 CRM Market awards ISM Top 15 CRM Enterprise Winner in 2008 SAP named the overall market share leader in the worldwide business intelligence (BI) market.Source : April 2011,Gartner Inc mySAP CRM 21
  22. 22. Comaprison with Other CRM VendorsSource: Forrester Research,Inc mySAP CRM & Other Vendors 22
  23. 23. Forrester ReportSource: Forrester Research,Inc mySAP CRM & Other Vendors 23
  24. 24. Customer Testimonial It is the largest paint company in India and the third largest in Asia Industry Consumer products(Paints) Revenue US$1.1 billion Employees 5,000 (worldwide) Headquarters Mumbai, India “The company deepens ties with end  “From an IT perspective, with SAP CRM we consumers by providing complete painting know that development cycles will be services instead of just selling paint. To shorter, costs will be lower, and the value of enhance this end-to-end service what we offer to the business will be model, the company chose the SAP® higher.” Customer Relationship Management  Deepak Bhopal, Chief Manager – IT,Asian Paints Limited application.”www.sdn.sap.com mySAP CRM & Other Vendors 24
  25. 25. Summary SAP CRM Benefits for Organizations  Competitive Advantages  Increased Revenue  Potential to Lower Costs SAP CRM Benefits for Customers  Better and Personalized Service  Consistent interactions across all channels and touch points Other Advantages  First-class functions for marketing, sales, and service  Extensive analysis as a basis for decision making  Seamless integration with SAP Business Suite solutions and other applications “The Best Run Businesses Run SAP - SAP CRM is the Market Leader in CRM Solutions“ 25
  26. 26. Video Journey Through mySAP CRM Summary 26
  27. 27. For More Follow SAP CRM on:  Twitter : http://twitter.com/sapcrm  YouTube : http://www.youtube.com/sapcrmtv  Facebook : http://www.facebook.com/sapcrm  SAP CRM Community : http://www.sdn.sap.com/irj/bpx/crm 27
  28. 28. References www.sap.com http://www.sdn.sap.com/irj/bpx/crm www.forrester.com www.gartner.com The official guidebook to SAP CRM, SAP Press 2004 My SAP CRM- Solution for Success, SAP Press 2002 28
  29. 29. Oracle Founded by Larry Ellison, Bob Miner and Ed Oates in 1977  Headquarters: Redwood Shores, CA  CEO Larry Ellison, Chairman Jeff HenleyOwnership: Oracle CorporationPublic (NYSE:ORCL)Siebel Systems Founded in 1993 by Tom SiebelOracle Acquires Siebel in 2006Siebel is now a brand name owned by OracleCorporationPrice : Starting at $70/user/month
  30. 30. Siebel Customers
  31. 31. mySAP CRM vs Siebel CRM mySAP CRM Siebel CRMIt’s a part of SAP Business Suite. Functional incompatibilities are It’s a unique package within itself which is separate from Oracle ERPfaced if SAP ERP is not used.mySAP CRM supports ITSM compliant IT processes like incident NA,problem ,change and knowledge managementBetter roadmap for Netweaver.Different functionalities can be seen Fusion Middleware essentially represents a re-branding of many ofclearly seen after the rollouts. Oracle products outside of Oracles core database and applications- software offerings. the roadmap for Fusion Applications still has a lot of blank space in it – placeholders for as-yet unannounced acquisitions and partnerships.SAPs advantage is building its own applications Oracles strategy of acquiring or partnering to build its applications portfolioIn terms of executive satisfaction and employee satisfaction - SAP Oracle is implemented in less time and at a lower cost than SAP.scored higher than OracleSAP is focused on helping people do their jobs better. Oracle is focused on helping computers do their jobs betterThe implementation duration mySAP CRM system is around 6-8 The implementation duration for a Siebel CRM system is around 12weeks (rapid deployment solutions) weeksmySAP CRM has all the three functionalities embedded in one, you It has modular implementation approach. Functionalities of sales,can customize the feature as per your requirement. service and marketing can be implemented based on business needs. Oracle has always lagged in providing deep vertical functionality, a factVertical functionality : SAPs has experience in 28 verticals, and the acknowledged by the vertical focus of their acquisition and partneringsoftware functionality to prove it strategy.

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