1. 1 6
Leadership Modern
#1 CRM Solution Solutions that your employees want to use
2 7
Recognition Grow
Customers win with SAP CRM Think big. Start small. Grow fast.
3 8
Impact Agile
Better results than any other solution Innovate without Disruption
4 9
Community Choice
Network, Share, Learn, Co-Innovate On Premise. On Demand. On Device
5 10
Specialized Integrated
For your industry and your role You can focus on your business - we do the plumbing

2. Top10 1
Leadership
2 3
Recognition Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
SAP Leads the CRM Market
#1 in market share1
+7.5 million users
+2 million developer network
Industry-specific solutions
Truly global
1IDC
© 2011 SAP AG. All rights reserved. 2

3. Top10 1
Leadership
2 3
Recognition Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
SAP Customers are recognized as CRM Leaders
Gartner & 1-1 Gold Samurai Award for CRM CRM Expo Best Practice
Customer Award Project Lead Award
Computer World Honors Gartner & 1-1 Customer
Award to Follow
Program Laureate Award
© 2011 SAP AG. All rights reserved. 3

4. Top10 1
Leadership
2 3
Recognition Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
“”
Customers using SAP CRM for sales outperform those using other solutions.1
99% order accuracy
30M incremental revenue
16X better in reducing non-selling time
50% reduction in wait time
$14.9M saving in faster data
access
2X better in reducing sales cycle time $25M savings by eliminating
revenue leakage
2.5X better in increasing revenue/account
3X increase in order value
17% reduction in training cost
1.3X better in team’s achieving quota1
$1.6M per year savings in
call handling
26% increase in selling time
1Aberdeen
© 2011 SAP AG. All rights reserved. 4

5. Top10 1
Leadership
2 3
Recognition Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
SAP Community Network has over 2 million members in over 200 countries
and 20,000 join every month to participate in:
Cross Learning
Co-Innovation
SAP
Axon Customers
Problem Solving Sales and Technology
Services Co-Innovation
Share Best Practices 2,900 + Channel
Partners
2,900 + Channel
Partners
Co-create industry thought
leadership
Deployment Specialized
Services Services
Improve Value Realization 1700 Services
Partners
34 Solution
Partners
Develop Technology thought
leadership +2 Million Community Members
Share Implementation knowledge
1Aberdeen
© 2011 SAP AG. All rights reserved. 5

6. Top10 1
Leadership
2 3
Recognition Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
Industry solutions for each line of business is our heritage
Forrester evaluated 24 CRM solutions and rated their ability
to support customer-facing processes in eight industries:
INDUSTRY SAP’S RATING “
Manufacturing, high-tech STRONG “The approach SAP employs
Retail and wholesale trade STRONG
generally provides higher
investment returns to clients,
Manufacturing, automotive STRONG
because it reduces the risks of
Manufacturing, general STRONG
integrating multiple platforms
Public sector STRONG
to achieve industry
Finance and insurance STRONG functionality.”
Utilities and telecom STRONG
Gartner, “Evaluating IBM, Microsoft, Oracle and SAP's
Business Application Industry Strategies”, May 2011
Media, entertainment, and leisure STRONG
”
SAP is the only CRM vendor with “strong”
capabilities across all eight industries.
© 2011 SAP AG. All rights reserved. 6

7. Top10 1
Leadership
2
Recogition
3
Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
Modern and “cool” user experience that users love!
© 2011 SAP AG. All rights reserved. 7

8. Top10 1
Leadership
2
Recogition
3
Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
think BIG
&Start Small … with SAP CRM
to GROW Rapid Deployment
Edition
• Quick ROI in 6-8 weeks
• Zero risk
• Fixed deployment cost
• Flexible pricing options
• EssentialSales, Service
and Marketing capabilities
© 2011 SAP AG. All rights reserved. 8

9. Top10 1
Leadership
2
Recogition
3
Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
Innovate, change and adapt quickly and cost effectively to stay ahead of the
competition with SAP enhancement packages
Enhancement
Complex and multi step upgrades Package
Business Disruptions User interface
EhA EhB
EhA EhB
Long-time-to-see-value MES
Integ.
EBPP
EhC EhD
EhC HCM
Sales EhD
order forms
EhE EhF
EhE Budget
Credit EhF
Executio
Report n
 “Pick and choose” important Functionality
innovations
 Have a clear and rapid path to
value realization
 Reduce risk and cross
dependencies Sales order mgmt Enterprise services
© 2011 SAP AG. All rights reserved. 9

10. Top10 1
Leadership
2
Recogition
3
Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
One size does NOT fit all when you are growing: SAP offers the right CRM
solution for your Headquarters, Divisions and Subsidiaries
SAP CRM
SAP ERP
SALES
OnDemand SAP CRM RDS
SAP Business
ByDesign
SERVICE OnDemand
(Available 2012)
On Demand | On Premise | On Device
© 2011 SAP AG. All rights reserved. 10

11. Top10 1
Leadership
2
Recogition
3
Impact
4 5
Community Specialized
6
Modern
7
Grow
8
Agile
9
Choice
10
Integrated
SAP CRM gives you full picture because of complete back office integration
Services Marketing Services Marketing
Billing/ Billing/
Accounts Sales Accounts Sales
Receivable Receivable
Ship/ Select Ship/ Select
Ensure Product/ Ensure Product/
Fulfillment Quote Fulfillment Quote
Order/ Order/
Procure/ Inventory
Credit Credit
Build /Build
Check Check
With SAP CRM you will never miss
Unlike with other solutions
the True 360° Customer View
© 2011 SAP AG. All rights reserved. 11

12. Agenda – What’s New in SAP CRM
Accelerated Delivery of Innovations non-disruptively at reduced Cost and Risk
On Premise
SAP Enhancement Package 2 for SAP CRM 7.0
Customer Connection
Web Channel Experience Management
On Demand
On Device
Orchestration
SAP Sales onDemand
SAP Social Media* onDemand
SAP StreamWork
Partner Solutions such as Savo, Inside
View, Vivido On Demand
Rapid Deployment
On Device Solutions in all areas
SAP CRM Sales 2.0
SAP Field Service
On Premise
Customer Briefing App
SAP Retail Execution
Technology Foundation/ On Hana
Technology Foundation with HANA
SAP Sales Pipeline Analysis (HANA)
SAP Customer Segmentation Accelerator (HANA)
SAP ERP RDS for operational Reporting (HANA)
SAP NetWeaver Business Warehouse (HANA) * Name to be determined
© 2011 SAP AG. All rights reserved. 12

13. Mainstream Maintenance extended by 5 Years
Mainstream Maintenance for SAP CRM extended
from 2015 till December 2020.
This includes all SAP Business Suite 7 core
applications and NetWeaver.
For longterm stability and investment protection.
Makes it easier for our customers to plan.
© 2011 SAP AG. All rights reserved. 13

14. SAP’s CRM Value Proposition
Customer Experience as a competitive Advantage
Make every
interaction count Turn insight into
across all channels action in real-time
Customer
Drive operational efficiency
and effectiveness…
SELL SMARTER SERVE BETTER DIFFERENTIATE
© 2011 SAP AG. All rights reserved. 14

15. SAP CRM is a comprehensive Solution, Today!
Lines of
Business
Sales Quotation & Incentive &
Sales Sales Planning
& Forecasting
Performance
Territory
Management
Accounts &
Contacts
Opportunity
Management
Order
Pricing &
Contracts
Commission
Sales
Analytics
Management Management Mgmt.
Marketing
Segmentation & Campaign Real-time Offer Lead Loyalty Marketing
Resource
Marketing Management
List Management Management Management Management Management Analytics
Service Customer Warranty & Service Service
Service Service Sales
& Marketing
Contracts &
Installations
& Maintenance
Service &
Field Service Returns &
Management Depot Repair
Claims Logistics & Collaboration
Agreements Support Management Finance & Analytics
Channels Social
Interaction Web Partner Mobile
Media
Center Channel Channel Channel
Channels
© 2011 SAP AG. All rights reserved. 15

16. It’s Your Choice… and It’s Easy…
Easy to use and consume Easy to enhance
Intuitive and modern web
based UI, Visualization of Enhancement Packages/
data, Enterprise search, etc. Appl. Enhancement
Cloud / On Demand Workbench
Easy to deploy Easy to expand
Customer
Rapid Deployment Solutions/
3rd Party Partner Solutions
On Demand Solutions
© 2011 SAP AG. All rights reserved. 16

17. Thank You!
Contact information:
Riccardo Bellesia
LoB Customer
mailto:riccardo.bellesia@sap.com
Phone: +393481533411