The document outlines SAP's mySAP CRM solution, highlighting its benefits for organizations and customers, including increased revenue and competitive advantages. It details the system's architecture, methods of implementation, and provides industry-specific solutions while comparing SAP’s offerings with other CRM vendors. The summary emphasizes SAP CRM as a leader in the market for optimizing customer interactions and streamlining business processes.

1. 1

2. Agenda
Introduction
mySAP CRM
 mySAP Business Suite
 mySAP CRM a Complete solution
 mySAP CRM Architecture Concept
 Methods of implementation
 Total Cost of ownership
mySAP CRM & Other Vendors
Summary
2

3. What is CRM?
Customer Relation Management is a
Business Strategy that aims to optimize
customer interactions in order to maximize
the success of business
– SAP
CRM is a Business Strategy that
maximises profitability, revenue and
customer satisfaction by organizing around
customer segments fostering behaviour
that satisfies customers and implementing
customer centric processes
- Gartner
Introduction 3

4. Why CRM Solution?
Product “Best Product”
Leadership
Product
Differentiation
Operational Customer
Competence Responsive
Operational Customer
Excellence Intimacy
“Best Total Cost” “Best Total Solution”
Source :Treacy/Wiersema
Introduction 4

5. What are your top three customer management goals?
Source: Forrester Research, Inc.
Introduction 5

6. CRM VENDORS
Introduction 6

7. SAP AG The Best Run business Run SAP
SAP Stands for Systems
Applications and Products in Data
Processing(System, Anwendungen,
Produkte in der Datenverarbeitung)
Founded in 1972 by
Wellenreuther, Hopp, Hector, Plattne
r and Tschira
SAP is the world’s leading provider
of Enterprise Application Software
Headquarters in
Walldorf, Germany
Ownership: Public(Frankfurter
Stock Exchange, NYSE: SAP)
Source : www.sap.com/investor , Factsheet April 2011
mySAP CRM 7

8. mySAP Business Suite
Source : www.sap.com
mySAP CRM 8

9. mySAP CRM – A Complete Solution
Source : www.sap.com
mySAP CRM 9

10. mySAP CRM Architecture Concept
Source : www.sap.com
mySAP CRM 10

11. mySAP CRM Solution Map
•Marketing Resource Management
•Segmentation & List Management
Marketing •Campaign Management
•Real-Time Offer Management
t
Partner Channel Management
Business Communication managemen
•Lead Management
Trade Promotion Management
•Sales Planning & Forecasting •Pricing & Contracts
Interaction Center
•Sales Performance •Quotation Order Management
Web Channel
Management •Pricing & Contracts
•Territory Management •Incentive & Commission
Sales l •Accounts & Contacts Management
•Opportunity Management •Time & Travel
•Service Order Management •Installed Base Management
•Service Contract •Warranty Management
Management •Resource Planning
Service •Complaints & Returns •Case Management
•In-House Repair
Source : www.sap.com
mySAP CRM 11

12. mySAP CRM Major Benefits
Marketing Sales Service Analytics
• Select target • Control Sales • Achieve higher • Measurement,
groups Processes customer prediction,
resulting in an satisfaction planning and
• Monitor increase in through prompt optimization of
marketing costs revenue and efficient customer
• Increase up- service relationships
• Using selling and
marketing cross-selling • Reduce service
analytics for opportunities costs
making • Recognize
decisions profitability of • Provide reliable
each and every service around
• Observe customer the clock
markets and • Reduce sales
competitors costs • Achieve
• Create transparency of
• Identify accurate, real both service
customer time forecasts resources and
preferences service costs
mySAP CRM 12

13. mySAP CRM Major Benefits (cont)
Business
Partner Channel
Communication Interaction Center Web Channel
Management
Management
• Boost • Centralize • Easy-to-use • Personalize
Revenues geographically agent customer’s
spread productivity buying
communications tools experience
• Reduce Costs for • Portal-based • Provide
access for convenient,
• Increase • Inbound and interaction easy-to-use,
Profits Outbound centre interactive
contacts administration, selling and
management, self-service
• Increase • Outbound and reporting
Customer Marketing • Integrate with •Enable end-to-
Satisfaction Campaigns interaction end, order-to-
centre cash
• Empower • Manage infrastructure processes
Communications e.g. computer
Partners across the telephony, e- •Significantly
company mail, and Web reduce cost of
servers sales
mySAP CRM 13

14. User Interface Overview- Part 1
mySAP CRM 14

15. User Interface Overview- Part 2
mySAP CRM 15

16. User Interface Overview- Part 3
Communication
Account Alerts/ Subscriptions
Information
Information
CTI Toolbar
Workspace
Left Mousclick
Role Information
Navigation
Bar
mySAP CRM 16

17. Industry Specific Solutions
INDUSTRY SUPPORTED KEY PROCESSES Major Benefits
Automotive Sales and Service Addresses unique
needs and
Chemicals Sales and Marketing
complete, end-to-end
Consumer Products TPM,Sales,Service & Marketing requirements of all
Retail Category Management & Multi channel major industries
Retailing
Telecommunications Dealer Mgt,Customer Service,Sales and
Service Fulfillment
Professional Services Client and opportunity mgt
Public Sector Tax & revenue mgt,social service sand social
security,Public security,
High Tech Channel mgt,quotation,contract &order mgt,
customer service mgt
Media Account & contarct mgt,campaign mgt,
advertising sales,subscription sales,customer
service
Industrail Machinery and Components Sales and Marketing,aftermarket sales and
service
Utilities Sales,Service & Marketing
Oil & Gas Downstream mktg and retailing
Source : www.sap.com mySAP CRM 17

18. Methods of Implementation
 ASAP
Rapid Deployment
Source : www.sap.com mySAP CRM 18

19. Total Cost Of Ownership (TCO)
Collect a master list of all of your
company’s CRM initiatives and
requirements
Classify them in a Pain-Gain Matrix
Look for a CRM solution that supports
quick wins and strategic initiatives
Use SAP’s tools and methodologies to
see if SAP CRM is right for you
Pain Gain Matrix
www.sdn.sap.com
mySAP CRM 19

20. Why Choose mySAP CRM
Support of Seamless End-to-End
processes
 Complete, Best-In-Class Integrated
business applications
 Extension beyond “ERP” capabilities in
synchronization with ERP
 Broadest business content
Best Industry-Specific Capabilities
 Best of Suite by Industry
 Best Practices developed with largest
customer base
 Powered by SAP Netweaver
 Prepackaged Integration
Enables fast Return on Investment
 Newly developed Rapid Deployment (6-8
weeks)
mySAP CRM 20

21. Join the Momentum of mySAP CRM
 SAP ranked as Leader in CRM
Solutions-Forrester 2010
 SAP named Leader in CRM Magazine’s
2009 CRM Market awards
 ISM Top 15 CRM Enterprise Winner in
2008
 SAP named the overall market share
leader in the worldwide business
intelligence (BI) market.
Source : April 2011,Gartner Inc
mySAP CRM 21

22. Comaprison with Other CRM Vendors
Source: Forrester Research,Inc mySAP CRM & Other Vendors 22

23. Forrester Report
Source: Forrester Research,Inc mySAP CRM & Other Vendors 23

24. Customer Testimonial
It is the largest paint company in
India and the third largest in Asia
Industry
Consumer products(Paints)
Revenue
US$1.1 billion
Employees
5,000 (worldwide)
Headquarters
Mumbai, India
“The company deepens ties with end
 “From an IT perspective, with SAP CRM we consumers by providing complete painting
know that development cycles will be services instead of just selling paint. To
shorter, costs will be lower, and the value of enhance this end-to-end service
what we offer to the business will be model, the company chose the SAP®
higher.” Customer Relationship Management
 Deepak Bhopal, Chief Manager – IT,Asian Paints Limited application.”
www.sdn.sap.com mySAP CRM & Other Vendors 24

25. Summary
 SAP CRM Benefits for Organizations
 Competitive Advantages
 Increased Revenue
 Potential to Lower Costs
 SAP CRM Benefits for Customers
 Better and Personalized Service
 Consistent interactions across all channels and touch points
 Other Advantages
 First-class functions for marketing, sales, and service
 Extensive analysis as a basis for decision making
 Seamless integration with SAP Business Suite solutions and other applications
“The Best Run Businesses Run SAP - SAP CRM is the Market Leader in CRM Solutions“
25

26. Video Journey Through mySAP CRM
Summary 26

27. For More 
Follow SAP CRM on:
 Twitter : http://twitter.com/sapcrm
 YouTube : http://www.youtube.com/sapcrmtv
 Facebook : http://www.facebook.com/sapcrm
 SAP CRM Community : http://www.sdn.sap.com/irj/bpx/crm
27

28. References
www.sap.com
http://www.sdn.sap.com/irj/bpx/crm
www.forrester.com
www.gartner.com
The official guidebook to SAP CRM, SAP Press 2004
My SAP CRM- Solution for Success, SAP Press 2002
28

30. Oracle
 Founded by Larry Ellison, Bob Miner and Ed
Oates in 1977
 Headquarters: Redwood Shores, CA
 CEO Larry Ellison, Chairman Jeff Henley
Ownership: Oracle Corporation
Public (NYSE:ORCL)
Siebel Systems Founded in 1993 by Tom Siebel
Oracle Acquires Siebel in 2006
Siebel is now a brand name owned by Oracle
Corporation
Price : Starting at $70/user/month

31. Siebel Customers

32. mySAP CRM vs Siebel CRM
mySAP CRM Siebel CRM
It’s a part of SAP Business Suite. Functional incompatibilities are It’s a unique package within itself which is separate from Oracle ERP
faced if SAP ERP is not used.
mySAP CRM supports ITSM compliant IT processes like incident NA
,problem ,change and knowledge management
Better roadmap for Netweaver.Different functionalities can be seen Fusion Middleware essentially represents a re-branding of many of
clearly seen after the rollouts. Oracle products outside of Oracle's core database and applications-
software offerings. the roadmap for Fusion Applications still has a lot
of blank space in it – placeholders for as-yet unannounced
acquisitions and partnerships.
SAP's advantage is building its own applications Oracle's strategy of acquiring or partnering to build its applications
portfolio
In terms of executive satisfaction and employee satisfaction - SAP Oracle is implemented in less time and at a lower cost than SAP.
scored higher than Oracle
SAP is focused on helping people do their jobs better. Oracle is focused on helping computers do their jobs better
The implementation duration mySAP CRM system is around 6-8 The implementation duration for a Siebel CRM system is around 12
weeks (rapid deployment solutions) weeks
mySAP CRM has all the three functionalities embedded in one, you It has modular implementation approach. Functionalities of sales,
can customize the feature as per your requirement. service and marketing can be implemented based on business needs.
Oracle has always lagged in providing deep vertical functionality, a fact
Vertical functionality : SAP's has experience in 28 verticals, and the acknowledged by the vertical focus of their acquisition and partnering
software functionality to prove it strategy.