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- 1.SAP Cloud for Customer It Makes a Cloudy Day Sunny John Heald Head of CRM Product Management, EMEA. September, 2013
2. 2013 SAP AG. All rights reserved. 2 Seth Godin Don't save the canary. Fix the coal mine 3. 2013 SAP AG. All rights reserved. 4Customer SAP Cloud for Customer Complete CRM with the benefits of Cloud User Productivity CRM Processes Analytics CollaborationUser Experience Cloud for Customer ERP/CRM/BI Integration 4. 2013 SAP AG. All rights reserved. 5Customer SAP Cloud for Customer CRM in the Cloud Understand the full context of your customers Respond intelligently and consistently within minutes Integrated into SAP by design Designed for collaboration and team effectiveness 5. 2013 SAP AG. All rights reserved. 6Customer Designed for Productivity 6. 2013 SAP AG. All rights reserved. 7Customer SAP Cloud for Sales Home Page Beautiful landing page that pushes key information to you 7. 2013 SAP AG. All rights reserved. 8Customer SAP Cloud for Sales Accounts and Sales Intelligence Features and Benefits Manage accounts and related information (opportunities, activities, contacts, leads) efficiently Gain a 360-degree customer view Obtain additional customer intelligence with InsideView integration Uncover new sales opportunities quickly and accelerate sales cycles Make fast account updates and get complete customer insight 8. 2013 SAP AG. All rights reserved. 9Customer SAP Cloud for Sales Prospecting and Leads Features and Benefits Create and track marketing and sales campaigns Manage leads and quickly convert to opportunities Assess campaign performance and lead quality easily Grow your pipeline through effective campaigns and lead management 9. 2013 SAP AG. All rights reserved. 10Customer SAP Cloud for Sales Opportunity Management Features and Benefits Easily track opportunity stage and status Maintain account info, products, activities, competitors, documents and more quickly Gain access to accurate ERP Pricing, Quotes, Sales Orders and more through native integration Close deals faster using efficient sales team collaboration Discover the right assets for each selling situation Comprehensive view of opportunity activities enables more effective selling 10. 2013 SAP AG. All rights reserved. 11Customer SAP Cloud for Sales Insightful Sales Analytics Features and Benefits Track real-time sales performance with pre-built dashboards Readily use embedded reports to track sales cycles, win/loss, revenue and competitive trends Review forecasts and easily create configurable reports based on need Identify key deals to focus on to make your number with what-if analysis Dig deeper into data using Microsoft Excel add-in Gain greater insight through integrated access to analyses done with SAP Business Warehouse Real-time customer information and sales analytics 11. 2013 SAP AG. All rights reserved. 12Customer SAP Cloud for Sales Pipeline Sourcing Interactive Dashboards Features and Benefits Track real-time performance with drillable dashboards Real-time customer information and sales analytics 12. 2013 SAP AG. All rights reserved. 13Customer SAP Cloud for Sales Full-Featured Mobile Applications Features and Benefits Manage customer relationships on - anytime, anywhere Increase productivity through access to real-time business information Collaborate with sales team on key topics Track Business Performance through real-time Analytics Deploy freely mobile applications included in subscription with no extra costs Provide Offline Access Be Prepared for Every Interaction with Real-Time Sales Information 13. 2013 SAP AG. All rights reserved. 15Customer Features and Benefits Accounts Contacts Opportunities Lead Activities Products etc. Offline access Analytics Native functions Map etc. Best of both worlds SAP User Experience with iPad feeling 14. 2013 SAP AG. All rights reserved. 16Customer Available Actions Arrange the reports automatically Mark the reports by highlighting important data Add a note Send as E-Mail using e-mail client in iPad Print SAP Cloud for Sales Mobile Analytics Report Mark - Comment 15. 2013 SAP AG. All rights reserved. 17Customer Not just for Sales Team 16. 2013 SAP AG. All rights reserved. 18Customer Mobility Manage service requests on iPad anytime, anywhere Solution Finder Integration with existing knowledge base Context-sensitive recommendations Easily share content with customers E-Mail Phone (CTI) Web self-service portal Chat Branded communities Social Media* (Twitter, Facebook) Multi-channel service Collaboration Contextual social collaboration with integrated feed Integration Native integration with SAP ERP and SAP CRM Open API Analytics Real-time service performance with pre-built dashboards Embedded reports response times, handle times, priority and escalation trends Productivity E-mail response management Routing and escalation rules SAP Cloud for Social Engagement Designed to WOW the Agent, Manager and Customer 17. 2013 SAP AG. All rights reserved. 19Customer SAP Social Media Analytics Word Clouds Sentiments - Domains 18. 2013 SAP AG. All rights reserved. 20Customer Utilising the Rest of SAP 19. 2013 SAP AG. All rights reserved. 21Customer SAP Cloud for Sales Native SAP Integration Features and Benefits Provides sale professionals with cost- effective, no-hassle, access to Pricing, Quotes, Sales Orders and more through Native SAP ERP integration Extend investment with collaborative, social sales solution that natively integrates to SAP CRM Accounts, Opportunities, Contacts and more Get real-time back-office information from existing SAP investments 20. 2013 SAP AG. All rights reserved. 22Customer SAP Cloud for Customer SAP ERP Integration Example of master data synchronization and process integration End-to-end master data synchronization and process integration Synchronization of master data (customers, contacts, material) Opportunity to ERP sales document processing Accurate opportunity pricing via ERP price requests SAP Customer OnDemand Contacts Opportunity Accounts/ Prospects Contact Customer Sales Order Product Category Material Category Pricing Quotation SAP ERP 6.0 Products Material 21. 2013 SAP AG. All rights reserved. 23Customer SAP Cloud for Customer to SAP CRM SAP Cloud for Customer Employee Lead Service Request Opportunity Business Partner Employee Service Request Business Partner Quote / Sales Order Material Product Lead Opportunity SAP CRM Campaign Header Campaign Activity Activity Account Hierarchy Account Hierarchy Territory Assignment Territory Assignment Lean Opportunity Lean Opportunity Product Category Product Category Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory assignment, products, employees, campaign headers) Real-time integration of transactional data (leads, opportunities, activities, service requests) 22. 2013 SAP AG. All rights reserved. 24 One should always play fairly when one has the Oscar Wilde winning cards. 23. Thank you Contact information: John Heald Head of CRM Product Management, EMEA +44 7966 975203 [email protected]