SAP Cloud for Sales
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Go Beyond Traditional CRM Maximize Sales Effectiveness with SAP Cloud for Sales
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SAP Cloud for Sales
- 1. Go Beyond Traditional CRM Maximize Sales Effectiveness with SAP Cloud for Sales Michael Reischer 18.09.2013
- 2. © 2012 SAP AG. All rights reserved. 2 Customer power and organizational complexity has changed the dynamics of buying and selling Customer Journey (Online & Offline) Sales Funnel Awareness Interest Desire Action 57% of buying process is often completed before prospect engages with a seller Source: Sales Executive Council
- 3. © 2012 SAP AG. All rights reserved. 3 Built on the paradigm of management insight and control -- not sales effectiveness Impact: Most systems do not help sales people win in today’s selling environment and are underutilized as a result Existing cloud-based CRM technologies were not designed for these new conditions: “74% of sales organizations have poor CRM adoption by sales‖ Source: CSO Insights, Improving Sales Effectiveness in Buyer’s Market, 2011
- 4. © 2012 SAP AG. All rights reserved. 4 65% of the average salesperson’s time is spent NOT selling (Source: CSO Insights, Improving Sales Effectiveness in Buyer’s Market, 2011) Unplanned customer call/meeting Planned customer call/meeting Data entry into CRM Internal department meeting Support activity for customer account Email activity Pricing and contracts activity Consultative selling with today’s customer takes a tremendous amount of time
- 5. © 2012 SAP AG. All rights reserved. 5 And sales today, requires more than following the process Account contacts? Warm introduction? Relevant References? Latest Competitive Report? Update my Forecast on the Road! Prospect’s preferences? What’s being said about customer? Did Order Ship? Did InsideSales send Quote? Right Product Specialist for this Deal? Best Presentation to Use?
- 6. © 2012 SAP AG. All rights reserved. 6 Collaborate in Context Crowdsource Sales Wisdom Be Informed with Less Effort Spend More Time Selling Winning today requires a new set of capabilities
- 7. © 2012 SAP AG. All rights reserved. 7 SAP Cloud for Sales Industry 1st sales solution designed to help sales people sell › Engaging › Connected › Insightful › Cost Effective
- 8. © 2012 SAP AG. All rights reserved. 8 SAP Cloud for Sales Sell more effectively with today’s empowered customers Sales Productivity Sales Process & Intelligence Analytics CollaborationUser Experience Integration Customer OnDemand ERP/CRM/BI
- 9. © 2012 SAP AG. All rights reserved. 9 Cloud for Sales gives your sales people the right tools to grow your business with today’s empowered customers Engaging User-centric experience drives increased adoption and more effective selling Connected Easy access to information in your business systems and knowledge across your sales teams, social networks and online sources enables higher quality customer interactions at faster speed Insightful Accurate information and analyses enable you to focus on the right things to optimize performance Cost effective Competitively-priced, cloud subscriptions make it easy to expand user community to include everyone who impacts deals
- 10. © 2011 SAP AG. All rights reserved. 10 SAP Cloud for Sales Customers
- 11. © 2011 SAP AG. All rights reserved. 11 SAP Business Suite Mobility ERP CRM Open Platform SAP Social OnDemandSAP Cloud for Sales SAP Service OnDemand 183,000 Customers Worldwide • #1 Enterprise Applications • Industry Expertise Only SAP delivers everything you need for 21st century customer engagement Easy SAP Customer OnDemand Complete Connected Cost EffectiveCloud Integration
- 12. Next Steps • Please contact me for a Demo: m.Reischer@reischerCRM.de
- 13. Appendix
- 14. © 2011 SAP AG. All rights reserved. 14 Confidential What’s New with SAP Cloud for Sales June Release Accelerate sales cycles with guided selling tools, robust account intelligence and social insights Find the right contacts and turn cold calls into warm introductions by engaging with customers through social media Provide the right sales application for each sales group’s needs and extend your existing SAP investment with Cloud for Sales’s native integration with SAP CRM Fast-track adoption with easy, salesperson-defined field labels, drag-and-drop page personalization August Release Mobilize your sales force with a modern iPad app that gives them fast access to the latest customer intelligence, upcoming activities, sales performance and back-office account information
- 15. © 2011 SAP AG. All rights reserved. 15 SAP Cloud for Sales: Personalization and Productivity Features and Benefits Drive rapid adoption via ―consumerized‖ user experience Access all the information you need quickly–available at a glance via Feed, Search, People, Navigation Improve efficiency with quick-create and short-cut capabilities Use the Shelf to quickly find personalized tagged and flagged items Tailor experience to fit your sales needs with easy to implement field extensibility and re-labeling Run in your local language (English, German, French, Spanish, Portuguese and Italian supported) Engaging Experience designed for salespeople from the ground up
- 16. © 2011 SAP AG. All rights reserved. 16 SAP Cloud for Sales: Microsoft Outlook Integration Features and Benefits Increase productivity with convenient access to Cloud for Sales customer information and productivity features within Outlook Automatically sync emails, appointments and tasks bi-directionally – no double data entry Easily access key sales information in your favorite Office application
- 17. © 2011 SAP AG. All rights reserved. 17 SAP Cloud for Sales: In-Context Social Collaboration Features and Benefits Use integrated Feed for Instant, efficient collaboration with team members and sales network Crowdsource and share sales best practices, relevant information in context of accounts and opportunities Plan and prepare for customer interactions more effectively Connect with your team and sales network while on the road with support for mobile devices Share relevant documents to support sales efforts Collaborate more effectively with your team and sales network
- 18. © 2011 SAP AG. All rights reserved. 18 SAP Cloud for Sales: Full-Featured Mobile Applications Features and Benefits Manage customer relationships on iPhone, BlackBerry, Android and iPad - anytime, anywhere Increase productivity through access to real-time business information Collaborate with sales team on important topics Track Business Performance through real-time Analytics Deploy freely—mobile applications included in subscription with no extra costs Be Prepared for Every Interaction with Real-Time Sales Information
- 19. © 2011 SAP AG. All rights reserved. 19 SAP Cloud for Sales: Insightful Sales Analytics Features and Benefits Track real-time sales performance with pre-built dashboards Readily use embedded reports to track sales cycles, win/loss, revenue and competitive trends Review forecasts and easily create configurable reports based on need Identify key deals to focus on to make your number with what-if analysis Dig deeper into data using Microsoft Excel add-in Gain greater insight through integrated access to analyses done with SAP Business Warehouse Real-time customer information and sales analytics
- 20. © 2011 SAP AG. All rights reserved. 20 SAP Cloud for Sales: Native SAP ERP and CRM Integration Features and Benefits Provides sale professionals with cost- effective, no-hassle, access to Pricing, Quotes, Sales Orders and more through Native SAP ERP integration Extend investment with collaborative, social sales solution that natively integrates to SAP CRM Accounts, Opportunities, Contacts and more Get real-time back-office information from existing SAP investments
- 21. © 2011 SAP AG. All rights reserved. 21 Example: SAP Cloud for Sales & ECC integration Sales On Demand Contacts Opportunity Accounts/ Prospects Contact Customer Sales order Products Material Pricing Quotation SAP ECC 6.0 • Includes master data synchronization and process integration • Synchronization of master data (customers, contacts, material) • Opportunity to ERP sales document processing
- 22. © 2011 SAP AG. All rights reserved. 22 Example: SAP Cloud for Sales to SAP CRM • Real-time integration of master data • Unidirectional synchronization of Products and Employees from CRM to SOD • Bi-directional synchronization of Accounts, Prospects, Competitors, and Contacts. • Real-time integration of transactional data • Unidirectional synchronization of Service Request from SOD to CRM • Unidirectional synchronization of Leads, Sales Quote from CRM to SOD (Limited integration) • Bi-directional synchronization of Opportunities. Sales On Demand Employee Lead Service Request Opportunity Business Partner Employee Service Request Business Partner Quote / Sales order Material Product Lead Opportunity SAP CRM
- 23. © 2011 SAP AG. All rights reserved. 23 SAP Cloud for Sales: Social Selling Features and Benefits Turn every cold call into a warm introduction Learn your customers’ key concerns and hear what they’re talking about online Engage with your customers more personally though social media Find warm leads faster & create conversations with impact
- 24. © 2011 SAP AG. All rights reserved. 24 SAP Cloud for Sales: Prospecting and Leads Features and Benefits Create and track marketing and sales campaigns Manage leads and quickly convert to opportunities Assess campaign performance and lead quality easily Grow your pipeline through effective campaigns and lead management
- 25. © 2011 SAP AG. All rights reserved. 25 SAP Cloud for Sales: Accounts and Sales Intelligence Features and Benefits Manage accounts and related information (opportunities, activities, contacts, leads ) efficiently Gain a 360-degree customer view Obtain additional customer intelligence with InsideView integration Uncover new sales opportunities quickly and accelerate sales cycles Make fast account updates and get complete customer insight
- 26. © 2011 SAP AG. All rights reserved. 26 SAP Cloud for Sales: Opportunity Management Features and Benefits Easily track opportunity stage and status Maintain account info, products, activities, competi tors, documents and more quickly Gain access to accurate ERP Pricing, Quotes, Sales Orders and more through native integration Close deals faster using efficient sales team collaboration Discover the right assets for each selling situation using SAVO integration Comprehensive view of opportunity activities enables more effective selling
- 27. © 2011 SAP AG. All rights reserved. 27 SAP provides the flexibility to tailor Customer OnDemand to meet your business needs • Partner/Customer Solutions - Native - Built with SAP Customer OnDemand studio - Run on SAP Cloud - Packaged and delivered to multiple customers • Key User Extensibility - Custom Fields and Facets - Mashups - New Reports/Views • Integrations - Open APIs - SAP Customer OnDemand Cloud Integration option • Customer Specific Solutions - Native - Built with SAP Customer OnDemand studio - Run on SAP Cloud - Specific to customer
- 28. © 2011 SAP AG. All rights reserved. 30 Appendix: On-Demand infrastructure and operations Security – scalability – performance World class tier-3/4 data centers Highest compliance standards Scalability and performance with latest hardware Integration with service backbone SAS 70 Type II certification Energy efficiency certificate ―Premium Standard Data Center" ISAE3402 TESTIFIED* BS25999 CERTIFIED ISO 27001 CERTIFIED
- 29. © 2011 SAP AG. All rights reserved. 31 © 2011 SAP AG. Alle Rechte vorbehalten. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower , PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli und Informix sind Marken oder eingetragene Marken der IBM Corporation. Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern. Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene Marken von Adobe Systems Incorporated in den USA und/oder anderen Ländern. Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer Tochtergesellschaften. UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc. HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork und weitere im Text erwähnte SAP-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern. Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius und andere im Text erwähnte Business-Objects-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Business Objects Software Ltd. Business Objects ist ein Unternehmen der SAP AG. Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Text erwähnte Sybase-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen der SAP AG. Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen. Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mit ausdrücklicher schriftlicher Genehmigung durch SAP AG gestattet.
Editor's Notes
- Today's customer no longer want, or have to, go through a predetermined sales process that is determined by the seller. Customers today have much more choice and power than ever before.As a consequence, research from Sales Executive Council states that 57% of buying process occurs before a potential customer first engages with a sales rep. A buyer does research on the Web, leverages their business social network and online communities to get guidance and the inside scoop on how to address their challenges. Ultimately, while the customer still needs to complete their own traditional activities to make a decision; the way they do it, moving forwards and backwards through buying process, engaging socially, is different than ever before.It is therefore crucial salespeople have the tools that deliver the insight needed to quickly establish an understanding of who the customers is, what their distinct pain points are and what is possibly driving them and their organizations decision making process.
- Yet, sales force automation or CRM tools that are in use today are designed on the traditional CRM paradigm, and weren’t designed for how salespeople need to sell today. Instead, they were designed to provide management visibility and to control sales behavior. CSO Insights reports 74% of sales organizations have poor SFA adoption. So we need a tool that Salespeople will use, a tool to help them better understand their customers, have more meaningful interactions, and ultimately drive more revenue.
- Looking at a typical sales reps calendar gives us initial insight as to why a new approach to CRM for sales is needed. Without the right tools, we as sales people spend on average 65% of our time NOT selling. The red and orange activities are customer interactions. Everything else is the time we spend on other non-customer facing activities.
- And we can’t afford to waste time. Although existing sales methodologies provide a process and framework, they don’t address the non-structured activities that consume a large chunk of a salesperson’s day, which includes activities such asFinding the right customer contacts & people in my social network who can provide a warm introduction Learning my prospect’s personal preferences, what he cares about, what’s being said about his company that impacts his organization?Searching my own organization for the right experts who know my customers’ industries, or other salespeople who have won with customers similar to mineSearching for relevant presentation, product information, competitive reports that will help me communicate unique value to each of my customersCommunicating and orchestrating my extended sales team in order to drive the team sell/complex sellMaking phone calls & firing off emails to find the latest pricing, quotes and sales orders so that we’re prepared for every call and every closeLosing precious minutes and hours on the road where we could be productive if only we had the right toolsThese are just a few of the activities a salesperson does on a daily basis in an effort to have meaningful engagements with a customer, while also tracking their business and keeping an eye on their sales target. In order for sales people to be effective, they need to leverage their extended sales network and new tools designed to help them complete this myriad of unstructured activities faster and with better results.
- Through a series of customer co-innovation sessions, we learned that rather than focusing on Sales Automation, we needed to focus on Sales Effectiveness. To empower salespeople they need tools: Collaborate in Context: rapidly with their extended sales team in the same place where they keep relevant customer information so that everything is one place and everyone is on the same page in real-time. Collaboration is occurring but it is outside of the sales tool, resulting in information being lost. Crowd Source Sales Wisdom: Tap into the tribal knowledge of the sales organization, to easily find those best practices, those winning tips, those sales experts who can help them have meaningful, differentiated engagements with customers and close business faster. Be informed with Less Effort: harness complete insight about your customer in real-time: front-office, back-office, transactional, external, social networks & communities -- so that you’re wow’ing your customers, exceeding their expectations and standing out from the competition without spending hours digging for it, picking up the phone or shooting off emails Spend more time selling: Because they have a tool that allows them to be productive no matter where they are. They have the information they need to be informed while management still has the visibility they need.
- And that is what we have strived to provide with SAP Cloud for Sales. A sales-oriented solution that is:Engaging – fast to use, easy-to-use, from whatever device they want to useConnected – connected to the people they need crowdsource sales best practices from internal experts and successful sales reps; natively connected to core business systems in order to evaluate the complete customer picture. No matter where they are, they are connected to the information they need. Insightful – providing new insights in real-time, helping sales reps find ways to get more value out of their time and for management to align resources to drive the most success. Insight that helps gain the complete customer view. Cost-effective – more cost-effective than other cloud-based sales applications (e.g. SFDC)
- To review what you just saw, here is a recap of 6 key areas of Cloud for Sales that set us apart.User experience: designed from the ground for salespeople, it’s easy and to use, and fast to get things done. Adoption rate will be high.Collaboration: You go one place to plan/prepare with your internal team & extended network, get coaching help from managers, get updates, competitor information etc. Sales Process & Intelligence: tracking acct/oppty/activity status is done in seconds. You get great real-time sales intelligence, guiding selling, customer contacts and insight to customer preferences.Sales Productivity: Google maps built in for quick planning and navigation to customer meetings. Sales information and contacts/appointments/messages effortlessly in synch with your Outlook calendar.Analytics: Out of the box reporting removes the headaches of countless hours in Excel. You can also easily tailor a library of pre-delivered reports and create new reports that meet your specific needs.ERP & CRM Integration: Only SAP can provide native SAP ERP integration for no-hassle, out-of-box visibility to Quotes, Sales Orders, Shipments & more. You can also extend your existing investment in SAP CRM by giving sales people an easy-to-use, collaborative/social/insightful solution that’s fast-to-deploy but also taps into and stays in synch with your existing SAP CRM solution.
- And Cloud for Sales is having a big impact on our customer’s business. It is helping them in 4 major ways.Engaging – The engaging experience is driving faster and deeper adoption than they see with other sales tools. This results in the business getting more value from the investment quicker.Connected – Cloud for Sales makes the organization more connected. This included collaborative selling for teams as well as the right connections with existing ERP and other systems. As a result, they are seeing improvements in the quality of customer interactions which is driving more business.Insightful – The analytics capabilities in the system provide deeper insight into customers, products, competitors, and sales performance. And, they are more confident in the accuracy of the information due to the increased adoption.Cost Effective – Not only are they getting more value from more usage, but our customers tell us our solution is one of the most cost effective available. Many of them are expanding their user community, involving other people that are involved in the sales process (like marketing managers), who they could never afford to equip before.If you are looking at alternatives, we encourage you to use these 4 criteria; Engaging, Connected, Insightful, and Cost Effective; to guide your decision making. We are confident that we’ll lead the way.
- And this sampling of our customers are the source of much of these ideas and innovations
- Cloud for Sales is a key pillar of our Customer OnDemand family, a set of cloud solutions that help you work with customers in the new business environment. Other products include Social OnDemand and Service OnDemand, that offer you more ways to manage social interactions.Those products are available and are designed to work hand in hand with Cloud for Sales.-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------What does SAP uniquely bring to the table for sales effectiveness vs. SFDC? Sales solutions designed from the ground up for sales people, easy-to-use, ones they want to use rather than are FORCED to use Complete sales effectiveness capabilities without the complexity/cost of existing cloud-based solutions Complete customer intelligence, analytics in real-time: back-office, front office, social -> know your customer, become the real sales challenger Connected to the people and other key enterprise apps you need: Back-office/ERP/Account 360 – pricing, quotes, sales orders, shipments, invoices, robust analytics/ HANA – in memory analytics, Travel & Expense Mgt, HCM Cost-Effective: more cost-effective and lower TCO than other cloud solutions Nearly 200,000 customers, world-class business process excellence & Industry expertise Why SAP CRM -> one size does not fit all, provide the right sales solution that fits the needs of different seller types and sales management needs across your organization
- Predefined integrations to ECC (specifically SD) and CRM on-prem. VP – take advantage of collaborative framework and user experience Sales OD (Customer OD) delivers to users. Certain information will be synched – bi-directional or unidirectional. On Prem solution is the master data or system of record for key objects (specifically accounts). Pricing/Quotations use SD system of record. Many business flows have been enabled but can be done in a specific way depending on requirements.
- Extend Customer from Key User to extend the application – reorder fields, add tabs, relabel, add to reports. Mashups – embedd data from an external system at UI level – HTML and data. HTML web browser rendered through UI. Content taken and rendered in native UI within application. Business Analytics – as a key user can create new data sources, personalize existign reports, new reports and publish to all users in an organization.Another way to extend – integration. Open API – objects have open APIs allow you to do SnapEngage – connected to application using APIs. Logic and application sits in external system and communicates through APIs.Extend business objects (business entities – accounts, contact, oppties, leads). All can be anhanced using SDK – be extended from backend prespective and extend UI. Extend an existing UI within the SDK. Customer speciric solution for one specific customer implementation. 2nd flavor is partner solution – partner can build something generic. Build it in one system, download it as a file, and distribute to many customer. Whatever you’ve done in OP you can bring to the cloud. Extend the applciation as you need it and then bring in your on premise data.
- Predictably Plan and Eliminate Budget SurprisesGet Started Quickly without Breaking the BankSAP can help in specific ways in an as-needed basisStandard onboarding to get up and runningValue Add services for Data cleansing – use BOBJ which allows us to effectively & efficiently perform data cleansing (remove duplicates) and they don’t have to pay for cleansing toolERP Integration – data mapping between Sales OD and ERP is natively mapped
- #1Three major data centers (Germany, US, #2 Strict security mechanisms including physical security using biometrics, video surveillance, and sensors#3Scalable operations through full Multi-tenancy enablementLatest blade technology with 144 GB – 2 TB Main memoryin-memory database will further improve performance and reduce costContinuous, proactive monitoringSAP Support Network