lead to cash turn prospects into lifetime customers€¦ · lead to cash source to pay recruit to...
TRANSCRIPT
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PUBLIC
Konstantin Heine, Product Manager, SAP Customer ExperienceSeptember 17, 2020
Lead to CashTurn Prospects into Lifetime Customers
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Legal Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. Except for your obligation to protect confidential information, this presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or any related document, or to develop or release any functionality mentioned therein.This presentation, or any related document and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this presentation is not a commitment, promise or legal obligation to deliver any material, code or functionality. This presentation is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This presentation is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this presentation, except if such damages were caused by SAP’s intentional or gross negligence.All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
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1. Intelligent Enterprise Strategy
2. Lead to Cash and the Intelligent Suite
3. Useful Resources
4. Questions & Answers
Agenda
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1. Intelligent Enterprise Strategy
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Deliver the products and services customers need
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Deliver personal, trusted and connectedcustomer experiences
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Intelligent enterprises apply advanced technologiesand best practices
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Intelligent enterprises run agile, integratedbusiness processes
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Intelligent Enterprise
BUSINESS TECHNOLOGY PLATFORM
INTELLIGENT SUITE INDUSTRY CLOUDAPPLICATIONS
TECHNOLOGY
BUSINESS PROCESS
EXPERIENCE MANAGEMENT
SUSTAINABILITY MANAGEMENT
Across all functions
BUSINESS NETWORK
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End-to-End Processes
Across all functions
APPLICATIONS
TECHNOLOGY
BUSINESS PROCESS
Lead to Cash
Recruit to Retire
Design to Operate
Source to Pay
BUSINESS NETWORK
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Intelligent Suite
Across all functions
BUSINESS NETWORK
APPLICATIONS
TECHNOLOGY
BUSINESS PROCESS
INTELLIGENT SUITE
Customer Experience
Digital Supply Chain Finance
Spend Management
Human Resources
ANAL
YTIC
S
ANAL
YTIC
S
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SAP Customer Experience Solutions
TrainingMarketing Customer Data CommerceSales
CPQ & Sales Performance
Service
Field Service
Experience Management
As an Intelligent Enterprise, you can
Deliver personal, trusted, and connected customer experiences
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2. Lead to Cash and the Intelligent Suite
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The Challenge: Customer Journey or Business Process?
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Lead to Cash – B2B Customer Journey
Order to Cash
Opportunity to Quote/Cart
Contact to Lead Lead to Opportunity
Quote to Order
Marketing creates campaign
Interaction is captured and scored, marketing
lead is created
Marketingapproaches
customer to remind them about the offer
Customer engages, registers and views
information
Converted opportunity scores high and salesperson is assigned
or
Customer visits website, is guided to the right products and requests quote
Salesperson creates quote with prices, receives cross-sell/up-sell recommendations and suggested
discounts
Quote is presented to customer,
negotiated with salesperson and terms finalized
Customer acceptsquote and customer order is generated
Customer Order incl. products, services and subscriptions is
dispatched to provisioning and fulfillment systems, customer
sees status
Product has been delivered, service is planned and
provisioning is completed,subscription lifecycle starts
Technician installs products, customer
uses service
Subscription Billing charges for recurring and usage charges, customer
receives invoice and tracks usage and spending
Customer views and pays bill for
products, services and subscription
Revenue is booked and posted to Finance,
business unit manager sees business results
Lead nurturing results in handing over lead to sales,
sales potential is qualified
Executive checks KPIs on executive dashboard
to evaluate market potential
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Lead-to-Cash
• Manage all aspects of the customer experience, from the initial interaction to order fulfillment and service delivery. Drive and realize revenue along the customer journey.
Attract Offer Sell Fulfill Collect
BUSINESS APPLICATIONS
SAP Marketing Cloud
Third Party
SAP Service Cloud
SAP S/4HANA
SAP Customer Data Cloud
SAP Sales Cloud
Extensions
Aligned Domain Models: Customer | Product
BUSINESS TECHNOLOGY PLATFORMBusiness Services | Master Data Service
Analytics | Database & Data Management | Intelligent Technologies | Application & Integration Development
SAP Graph
SAP API Business Hub
SAP Commerce Cloud
Integrated Lead to Cash E2E Process
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SAPs Integrated Intelligent Suite
Business Applications
Lead to Cash Source to Pay Recruit to Retire Design to Operate
Seamless userexperience
Harmonized look & feel and navigation
patterns
One workflowinbox
Central task management
End-to-end processblueprints
Implementable reference
architectures
Aligned domainmodels
Aligned business objects across applications
Consistent security& identity mgmt
Central identity provisioning & authentication
Coordinatedlifecycle mgmt
Harmonized provisioning setup &
operations
Embedded & cross-product analytics
Holistic 360°business and customer view
Business Technology Platform
CX
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SAPs Integrated Intelligent Suite – L2C Roadmap
Business Applications
Lead to Cash
Seamless userexperience
Harmonized look & feel and navigation
patterns
One workflowinbox
Central task management
End-to-end processblueprints
Implementable reference
architectures
Aligned domainmodels
Aligned business objects across applications
Consistent security& identity mgmt
Central identity provisioning & authentication
Coordinatedlifecycle mgmt
Harmonized provisioning setup &
operations
Embedded & cross-product analytics
Holistic 360°business and customer view
Business Technology Platform
CX
Q3/20 Q4/201 Q4/202 Q4/21 Q4/21
1 Object “Product” in Q2/212 Selected scenarios; full scope in 2021
Timelines/Scope based on Whitepaper „Intelligent Enterprises Are Integrated Enterprises“. Subject to change.
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Seamless User Experience
Customer Pain Point§ Different look and feel of user interfaces
leads to interruption during execution of business tasks.
Target§ Consistent User Experience Across
the Intelligent Suite
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Sales Cloud Commissions – Positions Sales Cloud CLM – Dashboard Customer Data Cloud – Profile Service Cloud FSM – Planning & Dispatching
Sales Cloud – C4C Home Marketing Cloud – Campaign Designer Sales Cloud CPQ – Configurator Commerce Cloud – Context Driven Services
SAP Customer Experience Harmonized User ExperienceBefore Harmonization
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Sales Cloud – C4C Home Marketing Cloud – Campaign Designer Sales Cloud CPQ – Configurator
Sales Cloud Commissions – Positions Sales Cloud CLM – Dashboard Customer Data Cloud – Profile
Commerce Cloud – Context Driven Services
Service Cloud FSM – Planning & Dispatching
screen shots from test & validation systems
SAP Customer Experience Harmonized User ExperienceImproved Consistency
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End-to-End Process Blueprints
Use Cases§ Explore how E2E scenarios decompose into
applications, modules, business services, technologies and integrations
§ Map out the roadmap to adopt the solution and transition from current solution landscape to target
Sample Diagrams§ Value Flow § Scenario Implementation§ Software Product Collaboration
https://api.sap.com/package/LeadtoCash
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3. Useful Resources
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sap.com/cloud-integration
Integration Strategy Paper
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roadmaps.sap.com
SAP Road Map Explorer
Processes > Lead to Cash
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api.sap.com
SAP API Business Hub – Business Processes
Business Processes
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help.sap.com
SAP Help Portal – L2C Configuration
Search for “Lead-to-Cash”
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4. Questions & Answers
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Contact information:
Konstantin HeineProduct Manager SAP Customer Experience
SAP SEDietmar-Hopp-Allee 1669190 WalldorfGermany
Thank you.
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