The CRM 2015 event, taking place from March 30 to April 1 in Las Vegas, focuses on the evolution of customer engagement and commerce, highlighting SAP's innovative solutions and strategies for businesses. Attendees can participate in pre-conference workshops, keynote addresses, and networking opportunities, aiming to enhance their understanding of CRM and how to effectively engage with customers. The event will feature over 53 sessions across various tracks, providing insights into emerging technologies and best practices in sales, marketing, and service.

1. SAPinsider Events @InsiderCRM | #CRM2015
REGISTER & PAY BY
FEBRUARY 27, 2015
SAVE
$100PER PERSON
www.CRM2015.com
March 30 - April 1 • Las Vegas
The premier event for SAP® sales,
marketing, e-commerce, service, and
interaction center management
A collaboration of SAP and SAPinsider

2. Join Us!
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
Overview
2
CRM is in the midst of a dramatic transformation. What started many years ago with first-generation
applications to “automate” sales, service, and marketing functions was then followed by a second
generation of “CRM suites” that provided integrated functionality across the front-office.
But new technologies have emerged rapidly, and digitally empowered customers have changed the rules
of engagement. Many companies are struggling to keep up with all the changes; they try to figure out
how to stay relevant to their customers, how to meet their rising expectations, and how to engage with
them in the moments when it really matters – anywhere, anytime.
Industry analysts and experts agree that innovations in mobile applications, in-memory technology,
predictive analytics, and e-commerce will reshape the direction of CRM. SAP, as a market leader in all
of the above categories, is at the forefront of the evolution from CRM to Customer Engagement. Our vision of the third
generation of CRM is a “Customer Engagement and Commerce Platform” that enables organizations to deliver contextual,
consistent, and relevant experiences at any touchpoint — regardless of channel or device — throughout the customer journey,
in real-time.
I take this opportunity to invite you to join us at CRM 2015, March 30 - April 1 in Las Vegas, to hear more about SAP’s
Customer Engagement & Commerce (CEC) solution portfolio and how successful companies are leveraging SAP® solutions
to better engage with their customers. Come and see SAP’s new mobile applications for sales and service in action;
experience the power of SAP HANA® and how SAP’s predictive analytics redefine sales and marketing. Learn more about
SAP’s innovations in the cloud and how to best leverage and expand your SAP CRM on-premise investments. Explore the
possibilities of the hybris omni-channel commerce platform to digitally transform your business.
Our theme for CRM 2015 is “ENGAGE YOUR CUSTOMERS LIKE NEVER BEFORE”.
Please join us to engage and network with your peers, SAP partners, and SAP experts. Discuss SAP’s strategy and roadmap
for CEC, and learn from best practices and case studies across sales, marketing, service, and commerce. We’ll also be
listening to you, drawing upon your input to align our product roadmap with your business needs.
I look forward to seeing you at this important event in Las Vegas in March.
Sincerely,
Dr. Volker G. Hildebrand
Global Vice President, Customer Engagement Solutions
SAP
Schedule
Pre-Conference
Workshops Main Conference
Sunday,March 29
8:00 am Registration
9:00 am Pre-Conference Workshops
12:00 pm Lunch
1:00 pm Pre-Conference Workshops
Monday,March 30
8:00 am Registration
9:00 am Keynote Address
10:30 am Refreshment Break
10:45 am Breakout Sessions
12:00 pm Lunch
1:30 pm Breakout Sessions
2:45 pm Refreshment Break
3:00 pm Breakout Sessions
4:15 pm Refreshment Break
4:30 pm Breakout Sessions
5:45 pm Welcome Reception
6:00 pm Ask the Experts
Tuesday,March 31
8:00 am Registration
8:30 am Breakout Sessions
9:45 am Refreshment Break
10:30 am Breakout Sessions
11:45 am Lunch
12:00 pm Speed Networking
1:00 pm Breakout Sessions
2:15 pm Refreshment Break
2:30 pm Breakout Sessions
3:45 pm Cocktail Hour
4:00 pm Ask the Experts
4:45 pm Breakout Sessions
Wednesday,April 1
8:00 am Registration
8:30 am Breakout Sessions
9:45 am Refreshment Break
10:30 am Breakout Sessions
11:45 am Lunch
1:00 pm Breakout Sessions
2:15 pm Meet the Exhibitors
3:00 pm Breakout Sessions
4:15 pm Refreshment Break
4:30 pm Breakout Sessions

3. For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
Overview
3
Pre-Conference Workshops • Sunday, March 29
Main Conference, March 30 - April 1 • More than 53 sessions spanning 8 tracks
Track 1 The future of customer engagement Page 8
Track 2 CRM strategies Page 10
Track 3 Sales Page 12
Track 4 Marketing Page 14
Track 5 Customer service Page 15
Track 6 Web and e-commerce Page 18
Track 7 Technical infrastructure and data management Page 19
Track 8 CRM project management Page 21
Special three-hour Pre-Conference Workshops hosted on this day offer you the opportunity to fortify
your understanding of key SAP concepts and technologies, explore new trends and strategies, and
enhance your learning experience at the main conference. Advance sign-up is required.
Page 6

4. Attendee Profile
Geographic Distribution
Extensive draw from the
United States, Canada, and
the Americas, with a smaller
portion from EMEA.
21%
20%
9%
9%
7%
7%
7%
6%
6%
4%
2%
1%
1%
Midwest USA
Pacific West USA
Mid-Atlantic USA
Southeast USA
Northeast USA
Central USA
Europe
Canada
Western USA
Latin America
Asia/Middle East
Midsouth USA
Australia/Oceania
0.0 12.5 25.0
Industries
A wide range of industries
across multiple sectors are
represented at SAPinsider
conferences.
CRM
Professionals
A sample list of Who Should Attend
IT program manager
Business analyst
Director or Manager of sales,
marketing, customer service, IT
CRM application design lead
Solution architect
Project manager
Customer service specialist
Vice president of product
management
16.3%
15.1%
15.1%
10.2%
9.4%
6.1%
4.9%
4.9%
4.1%
4.1%
3.7%
3.3%
1.6%
1.2%
Consumer Products
Professional Services
Software
High Tech & Electronics
Healthcare & Pharmaceuticals
Retail
Other
Industrial Machinery & Components
Banking & Finance
Oil & Gas
Utilities & Waste
Chemicals
Telecommunications
Aerospace & Defense
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
4

5. For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
Overview
5
Educational and
Networking Opportunities
Pre-ConferenceWorkshops
Special Pre-Conference Workshops
hosted on this day offer you
the opportunity to fortify your
understanding of key SAP concepts
and technologies, explore new trends
and strategies, and enhance your learning experience
at the main conference. Advance sign-up is required.
Ask the Experts
Pull up a chair in the Ask the Experts
area of the Exhibit Hall and spend
one-on-one time with the top
experts. Learn from their real-world
expertise and get specific insights on
topics and questions that matter to you most.
Industry Roundtables
Sit with your peers during industry-
specific roundtable sessions and
discuss solutions to the most difficult
problems in your field. Learn about
the projects your colleagues are
tackling, what strategies they’re using, and why.
Hands-on Labs
Roll up your sleeves and get valuable
hands-on experience with the latest
technologies from SAP. Experts
will guide you through step-by-
step exercises to help you develop
a comprehensive understanding of each solution’s
functionality and arm you with skills you can use right
away. Advance sign-up is required.
Speed Networking
You’ve heard of speed dating—
now try speed networking!
Participants will have 5 minutes to
make their initial introductions and
converse before moving on to meet
another contact. An emcee will provide instructions
and keep things moving. Forge new relationships and
build a lasting network of peers you can call on for
years to come.
Evening Reception
Interact with the best and the
brightest minds working with SAP
software. Build a lasting network of
peers and meet with leading product
and service vendors.
2 Conferences –
1 Location
CRM 2015 is co-located with
Logistics & SCM, PLM, Manufacturing,
and Procurement 2015. Registration
at one event admits you to both
at no additional cost. Please visit www.CRM2015.com
or www.SCM2015.com for details.
Panel Discussions
These sessions are informal,
interactive get-togethers where SAP
customers can ask panelists their
most pressing questions. Each panel
will be moderated by a subject-matter expert.You do
not need to sign up in advance to attend, and there is
no formal agenda. Just come with your list of questions
in hand.

6. For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
6
Join us for Pre-Conference Workshops
Sunday, March 29
Pre-Conference Workshops
Special deep-dive sessions that enable you to:
ƒƒ Explore new trends and strategies
ƒƒ Enhance your learning experience at the main conference
By registering for Pre-Conference Workshops,
you can:
ƒƒ Attend any sessions of interest to you
ƒƒ Benefit from expert-led instruction, demos, guidelines, and dedicated
question-and-answer time
ƒƒ Gain online access to the session slides and take-homes
ƒƒ Participate in a networking lunch with other attendees
Pre-Conference Workshops continued on next page
Optimizing ROI: Strategies and technologies to derive greater business value from existing
SAP CRM investments
Scott Druckenmiller, SAP
This comprehensive session is a “must attend” for anyone seeking to derive greater value from an existing SAP CRM landscape,
including expert guidance for leveraging the latest tools, features, integration points, and customization options. Attendees will:
yy Understand which SAP CRM functions and processes
are most likely to generate significant ROI, and get
actionable advice for exploiting them to their utmost
potential
yy Get expert recommendations for prioritizing
objectives and aligning business-value drivers with
the delivery of key SAP CRM capabilities, including tips
for conducting a cost/benefit analysis
yy Obtain strategies for accelerating the time-to-value of
CRM initiatives, including tips to define a roadmap for
enhanced processes and capabilities across sales,
marketing, and service
yy Reexamine the SAP CRM Service and Interaction
Center and discover new ways to improve the
customer experience by taking advantage of often-
overlooked integration, collaboration, and
personalization capabilities
yy Get leading strategies for exploiting key marketing
and analytics capabilities to provide the business
insights needed to make smarter decisions and better
manage resources
yy Learn strategies and tools to transform your direct and
indirect sales force into a collaborative team of
knowledgeable and trusted advisors
yy Explore options for expanding your current CRM
footprint by incorporating emerging technology
trends around big data, mobility, cloud computing,
the user experience, and more
Morning session • 9:00 am – 12:00 pm

7. For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
7
Hands-on lab: Guided instruction to configure, deploy, and test SAP Fiori apps for SAP CRM
Sarah Lottman, NIMBL
This hands-on lab provides guided instruction for configuring, deploying, and testing three popular SAP Fiori® apps for SAP CRM:
marketing-generated leads, simulate sales pipeline, and sales performance application. Attendees will walk through step-by-step
exercises to gain proficiency in SAP Fiori apps, including lessons to:
yy Activate the necessary oData Services for SAP Fiori
apps
yy Configure transactional applications, including the
marketing-generated leads and simulate sales pipeline
applications, as well as analytical applications,
including the Marketing-Generated Leads
yy Create new security roles for SAP Fiori apps
yy Utilize the new SAP Fiori launchpad designer,
including tips for theming the SAP Fiori launchpad
and creating new application tiles in the launchpad
yy Deploy the applications to CRM users
Pre-Conference Workshops
Expert guidelines, tools, and criteria to establish an effective CRM analytics strategy
Karsten Ruf, SAP
This three-hour session delves into options and requirements for executing an analytics program that provides greater insights
into customer and market data and enables data-driven decision-making across your CRM organization, including sales, market-
ing, and service. Attendees will examine the tools and techniques required to make smarter decisions and measure their results,
including:
yy An overview of the various analytics solutions
delivered in SAP, from standard reports delivered in
SAP CRM 7.0 EHP3 to predictive analytics and SAP
HANA® to the latest cloud-based customer analytics
offerings
yy New and innovative ways to develop a 360-degree
view of the customer, including best practices for
leveraging SAP Customer Engagement Intelligence
and SAP InifiniteInsight®
yy Criteria to determine which reporting tool or
combination of tools best supports your CRM
reporting needs, including best practices for
leveraging them to track key customer metrics
yy Expert insight into whether and how to migrate to the
cloud for customer analytics, including an overview of
SAP Cloud for Customer
yy Guidelines for the proper extraction and integration of
CRM data
yy The most effective ways to leverage analytics
capabilities to improve processes, user productivity,
and the overall customer experience in SAP CRM
Come away empowered to deploy a sound CRM analysis strategy and roadmap that supports your organization’s decision-mak-
ing requirements, including critical process, integration, and design decisions.
Afternoon sessions • 1:00 pm – 4:00 pm

8. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
8
Utilizing social media platforms
to reach a broader network of
customers and extend marketing,
sales, and service activities
Bill Ziska, Deloitte Digital
This session explores the concept of social
CRM and discusses how your company
may benefit from not only listening to your
customers, but collaborating with them, as
well. Attendees will hear how leading compa-
nies are using social media to defend their
market position, their products, and their
brand, and come away with new ideas to:
yy Use social marketing to enable market
research, including testing markets
before and after a product launch
yy Enhance the customer experience as
well as reduce customer calls to your
call center by enabling peer-to-peer
communications and case resolution
yy Reduce turnaround time on deals
and offers for the partners and
customers using social networking
An updated guide to the SAP
Customer Engagement solution
portfolio and roadmap
Dr. Volker G. Hildebrand, SAP
This session delves into the latest innova-
tions in the SAP solution portfolio across
sales, marketing, and service — whether you
are deploying on-premise or in the cloud. By
attending, you learn:
yy The latest real-time and mobile capabil-
ities across sales, marketing, and
service, including product enhance-
ments that help facilitate a more
social and collaborative enterprise
yy What’s available in the cloud versus
on-premise and how to maximize
the value of existing SAP CRM invest-
ments while innovating in the
cloud via a hybrid deployment
yy Roadmap details on the SAP CRM
technology strategy, including
planned innovations that enable an
end-to-end customer experience
Live demo
Engage with customers through
social media like never before with
SAP Cloud for Social Engagement
Carlye Bartel, SAP
This live demo session provides a firsthand
view of SAP Cloud for Social Engagement
and how it empowers call center staff to
engage with customers through social media
channels such as Twitter and Facebook.
Attend this session and gain:
yy Tips to monitor what’s being said about
your company or products on social
media channels and how to prevent
negative posts from going viral
yy Techniques to turn your social
prospects into potential customers
yy Insight into the analytical capabili-
ties delivered in SAP Cloud for Social
Engagement and critical KPIs that
social teams should measure
Leverage SAP Jam to deliver
winning customer experiences
Anthony Leaper, SAP
Join this session to learn how SAP Jam Work
Patterns combine content, secure application
data, real-time recommendations, and collab-
orative tools to help you to super-charge
sales, drive service excellence, and deliver
winning marketing. Gain an understanding
of how you can extend your existing solution
investments by adding social collaboration
functionality. By attending, you’ll learn how to:
yy Boost sales such as better sell as a team,
find just-in-time experts and informa-
tion, co-innovate with partners and
customers, and streamline operations
yy Improve customer support such
as enable self-supporting commu-
nities, save at-risk customers, find
the right experts and informa-
tion, extinguish escalations, and
maximize team performance
yy Create smarter marketing campaigns,
build outstanding content,
empower sales teams, and rapidly
onboard new team members
Live demo
An omni-channel approach for
driving customer service excellence
Prashant Dube, SAP Canada
This demo-heavy session explores how to
achieve service excellence through an omni-
channel approach using SAP Cloud for
Service. By attending, you will:
yy Examine how SAP Cloud for Service
provides a unified experience for the
customer across multiple channels,
enabling improved service efficiency
and enhanced customer satisfaction
yy Get an overview of various deploy-
ment options for SAP Cloud for Service,
including insight into key migra-
tion and integration considerations
yy See how to extend SAP Cloud for
Service capabilities onto mobile
devices to empower service agents
with the ability to respond to customer
inquiries anywhere, anytime
Track 1
Track 1 continued on next page
The future of customer
engagement

9. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
9
Track 1 continued
SAP Customer Engagement
Intelligence: Options,
considerations, and best practices
for various installation and
deployment scenarios
Rajesh Gupta, Deloitte Consulting
This session will provide you with an overview
of SAP Customer Engagement Intelligence
deployment options, including criteria for
determining which implementation approach
best fits your business requirements. Walk
away from this session with:
yy Tips and tricks for implementing SAP
Customer Engagement Intelligence
yy Insight into various deploy-
ment scenarios and options,
including standalone, add-on,
and various Hub deployments
yy Guidelines to streamline integration
with SAP ERP data or SAP CRM data
using an“easy integration”and“incre-
mental”implementation approach
Staying ahead of the curve: Leading
practices for leveraging disruptive
technologies to gain a competitive
advantage
Bill Ziska, Deloitte Digital
Attend this interactive session to discuss the
impact of disruptive innovation and the new
world of customer experience, and what you
need to do now to prepare for and thrive in it.
You will:
yy Gain insight into how disruptive
technologies and new business
models, such as 3D printing, near
field communications, and electronic
payment models, are changing the
landscape for your business and
what you can do now to prepare
yy Get proven strategies to stay relevant
in this rapidly changing environment
and engage with your customers and
partners to ensure you are keeping
up with their evolving needs
yy Learn how to use predictive methods
to drive growth, outpace your competi-
tion, and offset disruptive technologies

10. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
10
Panel discussion
Leading customers share their
strategies for maximizing
SAP CRM ROI
Moderator: Anne Fish, SAP, Panelists: Joe
Harmon, Hallmark Cards; Craig Parker,
Genband
Don’t miss this opportunity to get answers to
your most critical questions around SAP CRM
ROI, such as:
yy How can I go beyond short-
term efficiency gains to maximize
CRM effectiveness?
yy What baseline measurements can be
used to determine long-term ROI?
yy How can I use the analytical capabil-
ities in SAP CRM to measure ROI?
yy What’s the best way to leverage technol-
ogies like mobility and SAP HANA
to gain a competitive advantage?
Walk away with dozens of practical and easy-
to-implement ideas to achieve a higher return
on your SAP CRM investment.
Thinking outside the “innovation
box:” How to establish an
innovation strategy that’s unique
to your business objectives
Bill Ziska, Deloitte Digital
Attend this session to learn how to become a
better innovator and see how leading compa-
nies achieve long-term success in today’s
competitive markets by adding discipline and
order to systematically discover new sources
of growth. Attendees will explore:
yy How to develop your own signa-
ture innovation capabilities, systems,
and structures, including lessons to
integrate them across the business,
from development of governance
structures to establishment of perfor-
mance metrics and incentives
yy 10 different types of innovation and how
they may fit within your company to help
drive and sustain enterprise-wide growth
yy Leading practices to get the most out of
your innovation program with a portfolio
approach that balances core, adjacent,
and transformational innovations
Staying ahead of the curve: Leading
practices for leveraging disruptive
technologies to gain a competitive
advantage
Bill Ziska, Deloitte Digital
Attend this interactive session to discuss the
impact of disruptive innovation and the new
world of customer experience, and what you
need to do now to prepare for and thrive in it.
You will:
yy Gain insight into how disruptive
technologies and new business
models, such as 3D printing, near
field communications, and electronic
payment models, are changing the
landscape for your business and
what you can do now to prepare
yy Get proven strategies to stay relevant
in this rapidly changing environment
and engage with your customers and
partners to ensure you are keeping
up with their evolving needs
yy Learn how to use predictive methods
to drive growth, outpace your competi-
tion, and offset disruptive technologies
A guide to new and enhanced
capabilities for SAP CRM
on-premise
John Burton, SAP Labs
Attend this session to learn how to optimize
existing investments in SAP CRM by taking
advantage of new and enhanced capabilities
for your on-premise landscape. By attending,
you will:
yy Explore options and use cases to
enhance the performance of on-premise
CRM applications by leveraging them
in conjunction with SAP HANA
yy Obtain best practices for using SAP Fiori
to enable personalized and stream-
lined access to SAP CRM applications on
any device, and see how this improves
user experience and adoption
yy Get an overview of new add-on
packages that extend the capabil-
ities of SAP CRM on-premise
Come away with roadmap details and options
for influencing the future direction of SAP
CRM on-premise, including information on
participating in the SAP Customer Connection
program.
Making sense of mobile CRM:
A guide to navigating the latest
applications and use cases
Pete Lagana, Excellis Interactive
With the ever-changing landscape of mobility,
SAP CRM customers have more options —
and more questions — than ever before. This
session provides clarity around SAP’s mobile
offerings and how they relate to today’s SAP
CRM customer. Attend to:
yy Explore SAP solutions and platforms
that support an SAP CRM mobile
initiative, including capabilities, require-
ments, and use cases of each
yy Step through real-world examples of
how leading organizations have success-
fully mobilized their customer sales and
support teams, and gain insight into
critical business and technical decisions
yy Obtain criteria to help determine
whether your CRM mobile require-
ments can be met using standard,
out-of-the-box offerings from SAP, and
when customization may be necessary
CRM strategies
Track 2
Track 2 continued on next page

11. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
11
Track 2 continued
Selling to people, not contacts:
Expert strategies for mastering the
art of social selling
Heidi Tucker, InsideView
Studies show that on average, customers
will contact a sales rep when they’ve already
completed 60% of the purchasing decision
process. How do you get ahead of that?
Attend this session and discuss how to incor-
porate social selling tactics into your sales
processes, including insight into:
yy The demographic of social buyers
and the top 10 drivers that influ-
ence their purchase decisions
yy Use case examples that illustrate
how industry leaders are achieving
measureable results from social
selling and marketing programs
yy The core fundamentals of social
selling – find the right person, be
the right person, create the right
message, and know the right time
Take home the eBook,“The Transformation to
Social Selling: Selling to People, Not Contacts”.
An updated guide to leveraging the
latest SAP CRM rapid deployment
solutions
Seema Thomas, SAP Labs
This session provides a detailed review of
SAP CRM rapid deployment solutions, recom-
mended use cases, and expert guidance on
whether and how to leverage them to stream-
line your next CRM initiative. Attend to:
yy Understand the methodology behind
the rapid deployment approach,
and review the types of projects for
which the solution is appropriate
yy Learn about the latest rapid deployment
solutions for customer engagement
and commerce (CEC), analytics, big
data, social media, and how they can
be leveraged on-premise, in the cloud,
or via a hybrid deployment model
yy Explore options for deploying SAP
customer 360-degree solutions via
a rapid deployment approach

12. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
12
Best practices for leveraging the
latest capabilities delivered in SAP
Cloud for Sales
Jack Nehmer, SAP
This session takes a detailed look at SAP’s
latest innovation to improve the efficacy of
your sales organization with SAP Cloud for
Sales. You will:
yy Discover how to enable your
sales force to more easily collabo-
rate with their teams and access
the most relevant information with
mobile and social capabilities
yy See how to empower your sales force
with personal productivity tools, such as
groupware integration, that reduce time
spent on administrative tasks and allow
your reps to work the way they like to
yy Learn how to integrate SAP Cloud
for Sales with SAP CRM and SAP
ERP to provide your sales team a
360-degree view of the customer
Adapting sales functionality in
SAP CRM 7.0 to support optimal
key account management across a
global landscape
Dr. Ahmed Hezzah, Accenture
This session provides leading practices for
leveraging SAP CRM 7.0 sales functions
to enhance the efficiency of key account
management, including tips to configure and
update the key account hierarchy, synchro-
nize it with your master data system, and use
it to manage authorizations. By attending, you
will get lessons to:
yy Use the standard opportunity
management functionality to struc-
ture your key account master
projects and manage pipelines
yy Utilize the reporting capabilities in SAP
CRM 7.0 to create a consolidated view
of your key accounts for easier manage-
ment and more efficient sales planning
yy Establish a solid authorization concept
that provides appropriate account
access to key account managers on
a global, regional, or country level
Case study
Lessons learned from Central
Florida Health Alliance’s SAP Cloud
for Sales initiative
Michael Sisto, Central Florida Health Alliance
Gain valuable insight and proven strate-
gies from Central Florida Health Alliance, Inc.
(CFHA) to successfully implement SAP Cloud
for Sales, manage user adoption, and drive
fast time to value. By attending, you’ll gain
valuable insights into:
yy Techniques and tools the company used
to simplify the implementation process,
including how it managed migration
yy Details on the company’s change
management program and how it
increased adoption and usage of
the cloud-based sales technology
yy Best practices for post-implementa-
tion success, including tips for tracking
usage, analyzing feedback, identi-
fying performance gaps, and more
Case study
SAP CRM Interaction Center
innovation at Ivoclar Vivadent: How
the company drives enhanced sales
efficiency through optimal call list
management
Christopher Burton, Ivoclar Vivadent
Discover how Ivoclar Vivadent exploits call
list management capabilities to enable sales
agents to touch twice as many accounts and
cover significantly larger territories through
outbound calls. Attend this session and get
lessons to:
yy Utilize the SAP CRM Interaction Center
to build call lists based on account
classification and industry segment,
and get best practices to create
marketing call campaigns by target
audience for your inside sales team
yy Plan, target, and create Call List
Management that incorporates
reactive "call back appointments,”
as well as proactive opportunity
pipeline calls to your customer base
Take home pre-recorded demos of call list
creation along with sample code to incorpo-
rate the call list program into your SAP CRM
Interaction Center’s Web UI.
Case study
Increased sales productivity at
Waters: An inside look at the
company’s SAP Mobile Platform
initiative
Seshagiri Gopi, Waters
This session takes an in-depth look at how
Waters increased the turnaround time on its
overall sales cycle and provided a more user-
friendly experience for its sales force, while
maintaining existing investments in SAP CRM.
Attendees will:
yy Obtain best practices from Waters
for a successful mobile CRM initia-
tive — from designing and deploying
sales applications on the SAP
Mobile Platform to ensuring integra-
tion with existing CRM processes
yy Hear how the company exploited
mobile capabilities to drive a more
user-friendly SAP CRM experience
for its sales force, including single
sign-on (SSO) via a unified interface
yy Get strategies from Waters for
optimizing user adoption of
mobile SAP CRM post-go-live
Sales
Track 3 continued on next page
Track 3

13. Track 1 continued
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13
Track 3 continued
Case study
How Mentor Graphics revamped its
quotation model and reduced data
entry key-clicks by 50%
John Birchall and Abhishek Tripathi,
Mentor Graphics Corporation
This session offers insight into how Mentor
Graphics replaced its SAP ECC quotation
system with a simplified and intuitive quote
entry model using SAP CRM, including details
on required configuration and integration.
Attend to:
yy Gain insight into the company’s
approach to using SAP CRM’s Web UI and
how it customized standard function-
ality to enable more intuitive quotations
yy Get lessons learned from Mentor
Graphics to avoid or overcome
common integration pitfalls, including
how the company leveraged the
LORD architecture to display SAP
ECC fields in the SAP CRM Web UI
yy Obtain best practices from the company
for intuitive Web UI design in SAP CRM
An updated guide to streamlining
the configurable products sales
cycle
Seema Thomas, SAP Labs
This session provides an overview of SAP CRM
solutions that support product configuration
in the sales process and improve the accuracy
of configurable product quotes. Attend to:
yy Gain an understanding of the various
options for supporting product config-
uration in the SAP CRM sales process,
including alternate approaches
using SAP Cloud for Customer
yy Step through a demo that examines
best practices for creating an accurate
configurable product quote in SAP CRM
yy Hear roadmap details from SAP
about its future direction around
configurable products sales
Selling to people, not contacts:
Expert strategies for mastering the
art of social selling
Heidi Tucker, InsideView
Studies show that on average, customers
will contact a sales rep when they’ve already
completed 60% of the purchasing decision
process. How do you get ahead of that?
Attend this session and discuss how to incor-
porate social selling tactics into your sales
processes, including insight into:
yy The demographic of social buyers
and the top 10 drivers that influ-
ence their purchase decisions
yy Use case examples that illustrate
how industry leaders are achieving
measureable results from social
selling and marketing programs
yy The core fundamentals of social
selling — find the right person, be
the right person, create the right
message, and know the right time
Take home the eBook,“The Transformation to
Social Selling: Selling to People, Not Contacts”.
Case study
How Bentley Systems simplified its
global sales processes to seamlessly
manage the entire sales cycle with
SAP Cloud for Sales
Kiran Koons and Ashwin Guduru Veera, Bentley
Systems
Bentley Systems wanted to boost sales effec-
tiveness, improve new user adoption, and
provide a complete mobile experience.
Learn how the company integrated its sales
processes in SAP CRM with the SAP Cloud
for Sales platform to support its global sales
needs and successfully operate in a hybrid
on-premise/ cloud mode. Attend this session
and take an inside look at how Bentley
Systems was able to:
yy Achieve integration between
on-premise SAP CRM and SAP
Cloud for Sales using the SAP HANA
Cloud Integration technology
yy Seamlessly manage the entire
sales cycle, from account to activ-
ities, leads and opportunities
yy Extend mobile outreach to sales
teams with information anywhere,
anytime through integra-
tion with Microsoft Outlook
Optimize sales force assignments
by exploiting key territory
management functionality
Christian Matz, ECENTA AG
Attend this session to learn how to configure
and utilize new territory management
functionality to streamline sales force assign-
ments, key account management, and
decision-making processes in your organiza-
tion. You will come away with best practices
to:
yy Utilize rules and conditions for
more effective territory modeling,
including tips to assign custom
criteria to extend standard rules
yy Properly assess reporting and
security options
yy Design your territory hierarchy and keep
it aligned with your SAP ERP system
yy Leverage territory hierarchies for
security and access control

14. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
14
A guide to marketing solutions
from SAP: Contextual, relevant and
simple
Vikas Venugopal, SAP
This session provides an overview of the SAP
and hybris marketing offerings, including
recent and planned innovations around
real time context, personalized messaging,
marketing planning and customer engage-
ment management across multiple channels.
By attending, you will:
yy Explore how to leverage the latest
marketing capabilities from SAP
and hybris to improve the produc-
tivity of your marketing organization
and drive business results
yy Understand the full offering and
functionality, including recent
innovation in real time event driven
marketing and social campaigns
yy Step through real-world use cases for
insight into the most effective ways to
leverage marketing solutions to optimize
end-to-end marketing process across
planning, execution and analysis
Marketing Experiences and Agility:
Turn your customers into fans
Vikas Venugopal, SAP
Join this session for best practices to reach
customers through a tailored marketing
approach, including tips for delivering the
right message at the right time, in the right
channel, with the right context. You will:
yy Obtain leading practices for lever-
aging an omni-channel execution
approach, and get tips to determine the
most appropriate channel depending
on audience and context
yy Get tips to develop and maintain loyalty
across customers and prospects
yy Hear real world examples of how
organizations like yours are turning
their customers into fans with
personalized engagement
Expert strategies for developing or
improving your customer loyalty
program
Arun Krishnan, Accenture
Attend this session to learn the most effective
ways to exploit key capabilities delivered in
SAP CRM loyalty management to acquire and
retain the best customers, encourage profit-
able customer behaviors, and build customer
loyalty. Attend for:
yy Best practices to streamline an SAP
CRM loyalty management imple-
mentation, including tips for sizing,
performance testing, and user adoption
yy Options for customizing loyalty activity,
member, and business rules modeling
to meet unique business requirements
yy Lessons to integrate loyalty manage-
ment capabilities into other CRM
processes to optimize multi-channel
campaigns and loyalty programs
Marketing insight: Turn your
customer data into dollars
Chris Dircks, SAP
This session will be a deeper dive into making
smarter marketing decisions with real time
contextual understanding of your customers.
Learn how understanding the journey of each
known and unknown customer will improve
the execution of your digital marketing,
commerce and sales strategies. You will:
yy Learn to effectively collect and
consolidate 1st, 2nd and 3rd
party customer data to create a
holistic view of your customer
yy Understand how to score and profile the
behavior of your customers automat-
ically in real time, without a PhD
yy See how to build a marketing data
platform to improve your existing
marketing execution, and engage in
ways you didn’t think were possible
Leading strategies to extend your
marketing reach using SAP Real-
Time Offer Management
Jaqueline Najera, Deloitte Consulting
This session explores options and require-
ments for exploiting real-time offer
capabilities to generate maximum ROI from
existing marketing functions and processes in
SAP CRM. Attend to:
yy Get an overview of SAP Real-Time
Offer Management and discover
what’s required to leverage it in
SAP CRM, including key integration
points and technical prerequisites
yy Learn how to set up real-time offer
campaigns for inbound customer inter-
actions on the marketing Web Client
and publish them to the SAP Real-
Time Offer Management engine
yy Explore options for leveraging SAP Real-
Time Offer Management on SAP HANA
and in the SAP HANA Enterprise Cloud,
and how the requirements and capabili-
ties differ from a traditional deployment
Marketing
Track 4

15. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
15
Improving customer service
through streamlined contact center
operations
Neal Shact, CommuniTech Services
This session offers expert recommenda-
tions and techniques for improving customer
engagement and driving service excellence
within the contact center. By attending, you’ll
learn how to:
yy Leverage enterprise knowledge to
provide customers with a seamless
experience no matter what commu-
nications channel they use
yy Add communications capabilities to
your extended SAP CRM landscape,
including options for SAP Cloud for
Customer, mobile platforms, and more
yy Build a business case to deliver superior
customer engagement and quantify the
ROI and TCO of supporting investments,
as well as tips to avoid common pitfalls
that cause unnecessary costs and delays
Case study
Lessons from Festo to exploit key
SAP CRM interaction center to
optimize enterprise-wide customer
contact
Federico Kamelhar, Festo
Attend this session and find out how Festo
streamlined operations and enhanced
customer contact in its organization. By
attending this session, you will:
yy Get lessons and strategies from Festo’s
multi-national contact center project,
including an inside look at its imple-
mentation roadmap and timeline
yy Hear how the company integrated
operations across 23 interna-
tional contact centers to enable
an end-to-end customer service
strategy across its organization
yy Explore key contact center integra-
tion points that enhanced sales
and marketing activities at Festo
SAP Customer Engagement
Intelligence: Options,
considerations, and best practices
for various installation and
deployment scenarios
Rajesh Gupta, Deloitte Consulting
This session will provide you with an overview
of SAP Customer Engagement Intelligence
deployment options, including criteria for
determining which implementation approach
best fits your business requirements. Walk
away from this session with:
yy Tips and tricks for implementing SAP
Customer Engagement Intelligence
yy Insight into various deploy-
ment scenarios and options,
including standalone, add-on,
and various Hub deployments
yy Guidelines to streamline integration
with SAP ERP data or SAP CRM data
using an“easy integration”and“incre-
mental”implementation approach
Customizing and extending SAP
Cloud for Customer applications to
suit your needs
Scott Druckenmiller, SAP Labs
This session examines options for extending
upon the standard functionality in SAP Cloud
for Customer to meet unique business and
user requirements. Attendees will:
yy Understand which features are configu-
rable in SAP Cloud for Sales, SAP Cloud
for Service, and SAP Cloud for Social
Engagement, and how to leverage key
user tools to streamline the process
yy Review options for extending upon
the standard integration path between
SAP Cloud for Customer and existing
SAP CRM and SAP ERP applications
yy Get tips for improving the user experi-
ence on the cloud, including how
to add custom fields to the SAP
Cloud for Customer interface
Live demo
An omni-channel approach for
driving customer service excellence
Prashant Dube, SAP Canada
This demo-heavy session explores how to
achieve service excellence through an omni-
channel approach using SAP Cloud for
Service. By attending, you will:
yy Examine how SAP Cloud for Service
provides a unified experience for the
customer across multiple channels,
enabling improved service efficiency
and enhanced customer satisfaction
yy Get an overview of various deploy-
ment options for SAP Cloud for Service,
including insight into key migra-
tion and integration considerations
yy See how to extend SAP Cloud for
Service capabilities onto mobile
devices to empower service agents
with the ability to respond to customer
inquiries anywhere, anytime
Customer service
Track 5 continued on next page
Track 5

16. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
16
Track 5 continued
A guide to extending reporting
capabilities and analytics with SAP
Cloud for Customer
Carlye Bartel, SAP
This session provides a firsthand look at how
to leverage existing reports to get the data
you want within SAP Cloud for Customer, as
well as how easy it is to create custom reports.
By attending, you will learn through live
demonstrations how to:
yy Configure standard reports in
SAP Cloud for Customer in order
to see the data you want
yy Create custom reports by lever-
aging data sources in SAP Cloud for
Customer, as well as how to report on
any object within the application
yy Leverage any report, including
custom reports, on a mobile device
Live demo
Engage with customers through
social media like never before with
SAP Cloud for Social Engagement
Carlye Bartel, SAP
This live demo session provides a firsthand
view of SAP Cloud for Social Engagement
and how it empowers call center staff to
engage with customers through social media
channels such as Twitter and Facebook.
Attend this session and gain:
yy Tips to monitor what’s being said about
your company or products on social
media channels and how to prevent
negative posts from going viral
yy Techniques to turn your social
prospects into potential customers
yy Insight into the analytical capabili-
ties delivered in SAP Cloud for Social
Engagement and critical KPIs that
social teams should measure
An up-to-date guide to the SAP
Cloud for Customer integration
strategy
Jack Nehmer, SAP
If you are evaluating or currently migrating
to SAP Cloud for Customer — which includes
SAP Cloud for Sales, SAP Cloud for Service,
and SAP Cloud for Social Engagement —
then you can’t afford to miss the integration
updates and best practices presented in this
session. By attending, you will gain:
yy Guidelines for integrating SAP Cloud for
Customer with existing SAP CRM and
SAP ERP applications, including required
configuration on the on-premise,
middleware, and cloud levels
yy Insight into which tools SAP recom-
mends to achieve optimal integration
between on-premise and cloud-based
SAP CRM systems, including examples
of various integration scenarios
customers have requested from SAP
yy Roadmap details on the SAP
Cloud for Customer and SAP CRM
on-premise integration strategy
An updated guide to SAP Field
Service management
Prashant Dube, SAP Canada
This session provides a demo of and detailed
insight into the latest innovations in SAP Field
Service capabilities. Attendees will:
yy Find out how SAP’s mobile solutions
enable field service representatives
to track their workload, efficiently
execute their work with all the neces-
sary information and equipment to
get the job done right on the first
call, and ensure billing is executed
yy Explore enhanced options for field
service scheduling and dispatching
and examine criteria to help
determine the best resource sched-
uling tool for your needs
yy Understand the full scope of capabili-
ties in SAP’s end-to-end field service
from initial customer contact to
work completion and follow-up
Case study
SAP CRM Interaction Center
innovation at Ivoclar Vivadent: How
the company drives enhanced sales
efficiency through optimal call list
management
Christopher Burton, Ivoclar Vivadent
Discover how Ivoclar Vivadent exploits call
list management capabilities to enable sales
agents to touch twice as many accounts and
cover significantly larger territories through
outbound calls. Attend this session and get
lessons to:
yy Utilize the SAP CRM Interaction Center
to build call lists based on account
classification and industry segment,
and get best practices to create
marketing call campaigns by target
audience for your inside sales team
yy Plan, target, and create Call List
Management that incorporates
reactive "call back appointments,”
as well as proactive opportunity
pipeline calls to your customer base
Take home pre-recorded demos of call list
creation along with sample code to incorpo-
rate the call list program into your SAP CRM
Interaction Center’s Web UI.
Greater insights into customer
service operations: Innovative
reporting and analysis options for
ensuring a high-performing contact
center
Carmen Melcher, ECENTA AG
This session offers leading practices for lever-
aging the analytical capabilities of SAP
Contact Center to glean greater insights into
customer behavior and drive more accurate
contact center management. Attendees will:
yy See how to exploit historic and real-
time analysis capabilities to monitor
and adapt customer service opera-
tions in real time based on service levels,
queues, agents, and contacts statistics
yy Explore options for leveraging SAP HANA
and SAP BusinessObjects™ BI solutions
in conjunction with SAP CRM to enhance
contact center reporting, including
insight into key integration points
yy Obtain best practices for ensuring
the accuracy of contact routing
and resource planning
Track 5 continued on next page

17. Track 1 continued
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17
Track 5 continued
Case study
The innovative ways Dow Chemical
increased control, automation, and
accuracy across global customer
service operations
Arvind Pejavara, Dow Chemical
See firsthand how Dow Chemical maximized
the effectiveness of global customer service
operations by exploiting key capabilities of
the SAP CRM Interaction Center. By attending
this session, you will:
yy Gain insight into how the company
configured an email response manage-
ment system (ERMS) to automatically
process inbound emails and route them
to the most appropriate agent based
on business process and geography
yy Hear how the company enabled
single sign-on (SSO) across multiple
portals and controlled access
with custom authorizations
yy See how Dow Chemical leverages
key metrics, dashboards, and vital
statistics to measure and improve
customer service activities
Increase the efficiency of your
high-volume contact center
environment using the email
response management system
(ERMS)
Russell McLean, Deloitte Consulting
Attend this session to learn how to
configure and deploy the email response
management system (ERMS) tool in a
consumer facing environment. You will
get an understanding of:
yy What’s required to implement ERMS,
including insight into settings,
functions, and rules that need to be
activated to push email to the CMS
for interaction center distribution
yy Options for creating custom rules
in ERMS, such as indicating email
priority level or associating it with
a specific business transaction
yy Strategies to manage a large
number of inbound queues and
streamline operations to enable a
consistent customer experience

18. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
18
Why hybris, why now? An updated
guide to SAP’s omni-channel
commerce strategy
Riad Hijal, SAP
Attend this session for an inside look at hybris,
SAP’s omni-channel commerce solution, and
come away with insight into:
yy How it equips businesses with the
enhanced data and tools necessary
to optimize their customer experi-
ence across all customer touch points
yy Best practices and use cases for lever-
aging an integrated hybris and
SAP solution to engage better with
customers, solidify customer loyalty, and
maximize profits over the long term
yy Details on the integration strategy
and product roadmap for the
joint hybris and SAP offering
Case study
How Mentor Graphics revamped its
quotation model and reduced data
entry key-clicks by 50%
John Birchall and Abhishek Tripathi,
Mentor Graphics Corporation
This session offers insight into how Mentor
Graphics replaced its SAP ECC quotation
system with a simplified and intuitive quote
entry model using SAP CRM, including details
on required configuration and integration.
Attend to:
yy Gain insight into the company’s
approach to using SAP CRM’s Web UI and
how it customized standard function-
ality to enable more intuitive quotations
yy Get lessons learned from Mentor
Graphics to avoid or overcome
common integration pitfalls, including
how the company leveraged the
LORD architecture to display SAP
ECC fields in the SAP CRM Web UI
yy Obtain best practices from the company
for intuitive Web UI design in SAP CRM
Reinvent the SAP CRM 7.0 user
experience with SAP Fiori
John Burton, SAP
Attend this session to learn how to deliver
a user experience in SAP CRM 7.0 that is
personalized, responsive, and simple. Explore
modern design and UX principles and gain
techniques to enhancing the new user experi-
ence with SAP Fiori. Attend to:
yy Discover how to enable a holistic
and consistent user experi-
ence across multiple devices
yy Learn how to leverage SAP Fiori to boost
user productivity and satisfaction
yy Gain an in-depth understanding of
SAP Fiori UX design principles
Key business and technical
considerations for a successful
hybris project
Phillip Stickling, SYCOR Group
This session examines the most critical factors
of a hybris project and provides expert
guidance to properly prepare for and execute
on them. Gain insight into the most effective
ways to:
yy Develop a common understanding of
your company’s omni-channel vision
and the business goals and objectives
shared among all project participants
yy Minimize risks and maximize efforts
during the complete hybris project
process, including tips to choose the
right implementation partner for
your specific purposes and collec-
tively develop a common vision
yy Overcome structural and technical
challenges with best practices for
choosing the most appropriate
project resources, system architec-
ture, implementation approach,
and quality assurance methods
Considerations and best practices
to leverage SAP Fiori applications
for SAP CRM on SAP HANA
Sarah Lottman, NIMBL
This session provides guidelines to configure,
deploy, and use SAP Fiori applications for
SAP CRM on SAP HANA, including expert
insights into:
yy Configuration fundamentals, including
key differences and similarities between
analytical and transactional applications
yy Customization and extensibility
options for SAP Fiori apps deployed
on SAP CRM on SAP HANA
yy Requirements and capabilities of the
“sales performance”and“simulate sales
pipeline”applications in SAP Fiori, and
view a live demo of both applications
Webande-commerce
Track 6

19. Track 1 continued
For more information and to register, visit www.CRM2015.com or call SAPinsider at +1-781-751-8700
19
Expert techniques to achieve and
maintain high-quality customer
and contact data in SAP CRM
Christian Elgaard, Implement Consulting Group
This session examines the most effective ways
to leverage standard tools in SAP CRM for
creating and keeping customer and contact
data accurate and up-to-date, including
lessons to:
yy Leverage de-duplication, workflow,
forms, and other useful features
to improve data quality
yy Assess the quality of your customer and
contact data and get tips to monitor,
measure, and maintain its quality
yy Create and maintain an organiza-
tional policy on data standards in place,
and how a well-defined governance
model ensures smooth data flow
yy Build a Data Quality Issue
Reporting framework based on
service tickets in SAP CRM
Properly securing customer
data: Guidelines and options for
leveraging SAP CRM authorizations
and the Access Control Engine
Christian Matz, ECENTA AG
This session goes beyond the traditional
authorizations setup in SAP ERP and examines
how to leverage the Access Control Engine
(ACE) to secure customer data and applica-
tions. Attend to:
yy Get an overview of common authori-
zations and security concepts in SAP
CRM and understand how to deter-
mine the right level of access control
yy Get an overview of the ACE and
learn how to configure it and use it
to control access based on relation-
ships, role assignments, and other
information stored in SAP CRM
yy Evaluate criteria to determine whether
authorization concepts in SAP CRM will
meet your organization’s security require-
ments or if the ACE makes more sense,
including a review of the benefits, limita-
tions, and implications of each approach
Best practice approach for master
data management in SAP CRM
Ven Gutta, Deloitte Consulting
Attend this session to learn the most effec-
tive ways to manage and integrate master
data within SAP CRM, including field-tested
techniques to:
yy Enhance middleware configuration
to streamline the transfer of trans-
actions and master data between
SAP CRM and SAP ERP, including tips
to ensure attributes are in sync and
mitigate risks during data distribution
yy Avoid or overcome challenges associ-
ated with high volume data creation, as
well as data replication and distribution
yy Improve SAP CRM data integrity,
including special considerations
for organizational data, and ensure
master data synchronization
A guide to extending reporting
capabilities and analytics with
SAP Cloud for Customer
Carlye Bartel, SAP
This session provides a firsthand look at how
to leverage existing reports to get the data
you want within SAP Cloud for Customer, as
well as how easy it is to create custom reports.
By attending, you will learn through live
demonstrations how to:
yy Configure standard reports in
SAP Cloud for Customer in order
to see the data you want
yy Create custom reports by lever-
aging data sources in SAP Cloud for
Customer, as well as how to report on
any object within the application
yy Leverage any report, including
custom reports, on a mobile device
An up-to-date guide to the SAP
Cloud for Customer integration
strategy
Seema Thomas, SAP Labs
If you are evaluating or currently migrating
to SAP Cloud for Customer — which includes
SAP Cloud for Sales, SAP Cloud for Service,
and SAP Cloud for Social Engagement —
then you can’t afford to miss the integration
updates and best practices presented in this
session. By attending, you will gain:
yy Guidelines for integrating SAP Cloud for
Customer with existing SAP CRM and
SAP ERP applications, including required
configuration on the on-premise,
middleware, and cloud levels
yy Insight into which tools SAP recom-
mends to achieve optimal integration
between on-premise and cloud-based
SAP CRM systems, including examples
of various integration scenarios
customers have requested from SAP
yy Roadmap details on the SAP
Cloud for Customer and SAP CRM
on-premise integration strategy
Considerations and best practices
to leverage SAP Fiori applications
for SAP CRM on SAP HANA
Sarah Lottman, NIMBL
This session provides guidelines to configure,
deploy, and use SAP Fiori applications for SAP
CRM on SAP HANA, including expert insights
into:
yy Configuration fundamentals, including
key differences and similarities between
analytical and transactional applications
yy Customization and extensibility
options for SAP Fiori apps deployed
on SAP CRM on SAP HANA
yy Requirements and capabilities of the
“sales performance”and“simulate sales
pipeline”applications in SAP Fiori, and
view a live demo of both applications
Technical infrastructure and
data management
Track 7
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20. Track 1 continued
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20
Track 7 continued
How to improve productivity using
CRM Fiori Applications powered by
HANA
Sarah Lottman, NIMBL
This session provides insight into the two Fiori
application types that run on CRM HANA-
Analytical and Transactional. Attendees
will deep-dive into the various Fiori appli-
cations available for CRM on HANA and
discuss considerations and best-practices for
deploying them. By attending, you will:
yy Learn configuration basics for
Transactional application and
Analytical application
yy Explore customization and exten-
sibility options for Fiori
yy Step through a live demonstration of
the analytical app Marketing Gener-
ated Leads and transactional application
Simulate Sales Pipeline application

21. Track 1 continued
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21
Case study
Keeping it simple from the start:
How VELUX A/S leveraged a global
template to streamline its recent
SAP CRM 7.0 rollout
David Varey, VELUX A/S
Explore the concept of a global implemen-
tation template and see how VELUX A/S
streamlined processes and reduced costs
during its recent sales transformation project
by leveraging one. By attending this session,
you will gain insight into:
yy How and why VELUX A/S leveraged an
implementation template to serve as a
foundation for its recent SAP CRM rollout
yy Standard components in VELUX A/S’
SAP CRM template, including how it
was localized to meet country-specific
regulatory and legal requirements
yy Lessons learned and strategies for
post-project success, including tips to
enable continuous development and
improvement, intuitive support and
maintenance, and inclusive governance
Key business and technical
considerations for a successful
hybris project
Phillip Stickling, SYCOR Group
This session examines the most critical factors
of a hybris project and provides expert
guidance to properly prepare for and execute
on them. Gain insight into the most effective
ways to:
yy Develop a common understanding of
your company’s omni-channel vision
and the business goals and objectives
shared among all project participants
yy Minimize risks and maximize efforts
during the complete hybris project
process, including tips to choose the
right implementation partner for
your specific purposes and collec-
tively develop a common vision
yy Overcome structural and technical
challenges with best practices for
choosing the most appropriate
project resources, system architec-
ture, implementation approach,
and quality assurance methods
An updated guide to leveraging the
latest SAP CRM rapid deployment
solutions
Seema Thomas, SAP Labs
This session provides a detailed review of
SAP CRM rapid deployment solutions, recom-
mended use cases, and expert guidance on
whether and how to leverage them to stream-
line your next CRM initiative Attend to:
yy Understand the methodology behind
the rapid deployment approach,
and review the types of projects for
which the solution is appropriate
yy Learn about the latest rapid deployment
solutions for customer engagement
and commerce (CEC), analytics, big
data, social media, and how they can
be leveraged on-premise, in the cloud,
or via a hybrid deployment model
yy Explore options for deploying SAP
customer 360- degree solutions via
a rapid deployment approach
Case study
Lessons learned from Central
Florida Health Alliance’s SAP Cloud
for Sales initiative
Michael Sisto, Central Florida Health Alliance
Gain valuable insight and proven strate-
gies from Central Florida Health Alliance, Inc.
(CFHA) to successfully implement SAP Cloud
for Sales, manage user adoption, and drive
fast time to value. By attending, you’ll gain
valuable insights into:
yy Techniques and tools the company used
to simplify the implementation process,
including how it managed migration
yy Details on the company’s change
management program and how it
increased adoption and usage of
the cloud-based sales technology
yy Best practices for post-implementa-
tion success, including tips for tracking
usage, analyzing feedback, identi-
fying performance gaps, and more
SAP Customer Engagement
Intelligence: Options,
considerations, and best practices
for various installation and
deployment scenarios
Rajesh Gupta, Deloitte Consulting
This session will provide you with an overview
of SAP Customer Engagement Intelligence
deployment options, including criteria for
determining which implementation approach
best fits your business requirements. Walk
away from this session with:
yy Tips and tricks for implementing SAP
Customer Engagement Intelligence
yy Insight into various deploy-
ment scenarios and options,
including standalone, add-on,
and various Hub deployments
yy Guidelines to streamline integration
with SAP ERP data or SAP CRM data
using an“easy integration”and“incre-
mental”implementation approach
Preparing your technical landscape
for an SAP CRM on SAP HANA
implementation
Rajesh Gupta, Deloitte Consulting
This session provides an overview of critical
sizing, integration, data quality, and perfor-
mance factors that must be addressed when
adopting SAP CRM on SAP HANA. Attendees
will learn:
yy How the architecture of SAP CRM
on SAP HANA differs from a tradi-
tional SAP CRM landscape
yy Guidelines to plan your technical
landscape for running SAP CRM
product on SAP HANA
yy Best practices for implementing SAP
CRM on SAP HANA with minimum
disruption and maximum business value
CRM project management
Track 8

22. Send your team!
Bring your team and you can divide and conquer all of your
learning objectives. Call Scot McLellan at +1-781-751-8695
to learn how your organization can take advantage of exclusive
group rates.
LAS VEGAS
March 29 -
April 1, 2015
Mirage Resort
and Casino
3400 Las Vegas Blvd. South
Las Vegas, NV 89109
702-791-7111
www.CRM2015.com
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SAPinsider Events @InsiderCRM | #CRM2015
March 30 - April 1 • Las Vegas
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