tcrm10 pesentation

Modules Presentation

Ahmed Shouman27th, July 2015

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ENTERPRISE CONSULTANCY SERVICES - Slide 2

SAP CRM Sales

SAP CRM Partner Channel Management

Introduction to SAP CRM

Basics and Architecture


SAP CRM Web Channel

Agenda

SAP CRM Interaction Center


Organizational Management

Account Management

SAP CRM Service

SAP CRM Field Applications

SAP CRM Analytics

SAP CRM Implementation & Operation

Agenda

Product Master


SAP CRM Sales





SAP CRM Web Channel

Agenda




What is CRM

Is a business strategy that aims to optimize customer interactions in order to maximize the success of the business.

Helps to stay totally connected to your customers.

Helps to create lasting and profitable relationships.

Helps to achieve “One face to the customer”. means independent via which channel the customer is contacting your company he or she should get consistent and actual information.



SAP CRM Overview



Company Departments with Customer InteractionSAP CRM provides multiple industry-specific scenarios and customizing options.



Customer Interactions in Marketing



Customer Interactions in Sales



Customer Interactions in Service



Customer Interaction Channels



SAP CRM Business Map

The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Business Maps, and Collaborative Maps. It outline specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional enterprises.

SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction (Marketing, Sales, Service, Interaction Center, Field Applications, CRM Web channel, Partner channel Management)



SAP CRM Solution Overview


SAP CRM Sales





SAP CRM Web Channel

Agenda




Overview of SAP CRM Architecture



SAP CRM and Other SAP Systems



Channel ArchitectureSAP CRM and Internet Applications



Channel ArchitectureSAP CRM Interaction Center Architecture



SAP CRM: Data Exchange with Laptops



Introduction to the CRM WebClient UIThe SAP UI Roadmap



The main elements of the User Interface are:. Work area title

. Work area toolbar

. Header area

. Assignment blocks

Applications are run with pre-configured roles:. Sales

. Marketing

. Service

. Interaction Center

. Partner Channel Management


SAP CRM Sales




SAP CRM Marketing

SAP CRM Web Channel

Agenda



SAP CRM Marketing

Marketing Plan and Campaign Creation


SAP CRM Marketing


Integrating SAP CRM Marketing


SAP CRM Marketing


Marketing Element Definitions


SAP CRM Marketing

Target Group Selection

Data Sources for Segmentation


SAP CRM Marketing

Campaign Execution

1- Campaign Execution - Channel: E-Mail

2- Personalizing Mail Forms


SAP CRM Marketing

Profile Sets, Profiles, and Target Groups


Additional Topics in SAP CRM Marketing

Campaign automation designed to help you to deal with multichannel, multi-wave and real-time campaigns, providing direct reactions to customer responses.

Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.

SAP CRM Marketing


SAP CRM Marketing

Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products) to increase the brand revenue.


SAP CRM Sales




SAP CRM Marketing

SAP CRM Web Channel

Agenda



SAP CRM Web Channel

SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers.


SAP CRM Web Channel

E-Selling


SAP CRM Web Channel

E-ServiceE-Service - Overview


SAP CRM Web Channel

E-MarketingE-Marketing - Overview


SAP CRM Sales




SAP CRM Marketing

SAP CRM Web Channel

Agenda




Partner Channel Management in SAP CRM - Capabilitiesprovide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers.

Channel Manager can access the Channel Manager Portal, create leads, and dispatch them to partners.

A partner can access the Partner Portal, accept and qualify leads, and start the lead-to-order process.



Partner Channel Management - Overview



Roles in SAP CRM Partner Channel Management

• Channel Manager Role is used by the brand owners employees.

• The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners

• Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners products.



Roles in SAP CRM Partner Channel Management



• Who can access partner portal ?

• Partner Managers:

• A partner manager is responsible for marketing, sales and service of the brand owners products and services at the partner company.

• Partner Employees:

• A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads.



• Channel Commerce



• Channel Marketing Funds



Channel Marketing Funds - Business Process Overview


SAP CRM Sales




SAP CRM Marketing

SAP CRM Web Channel

Agenda



SAP CRM Sales

• Account & Contact ManagementSales Cycle and Closed-Loop CRM


SAP CRM Sales

Account & Contact Management• Provides companies with an insight into the entire customer life

cycle

1. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity

2. Multi-Channel Optimization: Gives sales team members ,partners, and customers immediate access to all critical information

3. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information


SAP CRM Sales

Activity Management

Activities can be divided into interactions and tasks.

Key Activity Management functions of SAP CRM include:

1. Ability to schedule and manage simple and complex tasks

2. Ability to define and access customer activities

3. Seamless integration into all business transactions

4. An activity journal to record, update, and track critical customer information gathered from each customer interaction

5. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes


SAP CRM Sales

Opportunity ManagementAn opportunity is a recognized possibility for a company.


SAP CRM Sales

Opportunity Management - Sales Methodology


SAP CRM Sales

• Quotation and Order Management


SAP CRM Sales

• Quotation and Order Management - Sales Order


SAP CRM Sales

• Contract Management


SAP CRM Sales

• Contract Management

• Elements of contracts include:

1. Authorized Partners

2. Pricing Agreements

3. Deadlines

4. Cancellation

5. Completion Rules


SAP CRM Sales

Sales Order Scenario in SAP CRM and SAP ERP


SAP CRM Sales




SAP CRM Marketing

SAP CRM Web Channel

Agenda




• Interaction Center Agent FunctionalitiesInteraction Center: Configuration



Telemarketing, Telesales, and Teleservice



Knowledge Search



• Interaction Center Management: Tasks



Interaction Center Management

Interactive Scripting: allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master


SAP CRM Service

Installation Management and ObjectsInstallation Management is used to model objects installed for your customer


SAP CRM Service

• Service Contracts and Service Plans• Service contracts are long-term agreements between companies and

customers. A service contract guarantees customer specific services within specific tolerance


SAP CRM Service

• Service Order ManagementService Order Processing


SAP CRM Service

SAP CRM Billing for Service


SAP CRM Service

SAP CRM Service - Integration into ERP


SAP CRM Service

Additional Topics in SAP CRM Service(Complaints and Returns Management)



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master



• Mobile Sales and Service• Field applications enable sales representatives and service technicians

who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.



• Mobile Sales with SAP CRM: Overview



• Mobile Sales for Handhelds



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master


SAP CRM Analytics

• Overview of SAP CRM Analytics

The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.


SAP CRM Analytics

• Analytical Methods


SAP CRM Analytics



SAP CRM Analytics

Analytical Methods


SAP CRM Analytics

• Analysis Scenarios


Scenarios - Customer Analytics


Scenarios - Product Analytics



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master



SAP Solution Manager



SAP Solution Manager as a Central Platform


SAP Solution Manager - Use in Implementation



Support Process



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master


Account Management

Overview of Accounts and Business PartnersBusiness Partners in the Application


Account Management

Business Partner Categories


Account Management

Business Partner Relationship Category


Account Management

• Account Classification Options and Account HierarchiesMarketing Attributes: criteria for differentiating between business partners.


Account Management

Data Exchange with the SAP ERP System



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master



• Aim of Organizational Management



• Organizational Model



• Organizational Objects



• Functions and Attributes of an Organizational Unit



Functions for Sales


Determination of Organizational Data inTransactions• Determining the Responsible Organizational Unit



Account Management

SAP CRM Service


SAP CRM Analytics


Agenda

Product Master


Product Master

• Product Types


Product Master

• Examples of Products


Product Master

• Relationships


Product Master

Structure of the CRM Product Master

THANK YOU!

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