what is crm

Short Presentation TitleSpeaker’s Name/Department (delete if not needed)Month 00, 2011

What’s New in SAP CRM Portfolio Update for Line of Business (LoB) Customer Solutions – Q1 2012Alexander Schroeter, Director, LoB CustomerWalldorf, January, 2012

© 2011 SAP AG. All rights reserved. 2

Mainstream Maintenance extended by 5 Years

Mainstream Maintenance for SAP Business Suite 7 core applications incl. SAP CRM and NetWeaver extended from 2015 till December 2020.

For longterm stability and investment protection.

Makes it easier for our customers to plan.


SAP CRM is a comprehensive Solution, Today!

Partner Channel

Web Channel

Line ofBusiness

Sales Sales Planning & Forecasting

Sales Performance Management

Territory Management

Accounts & Contacts

Opportunity Management

Quotation & Order

Management

Pricing & Contracts

Incentive & Commission

Mgmt.Sales Analytics

MarketingMarketing Resource

Management

Segmentation & List Management

Campaign Management

Real-time Offer Management

Lead Management

Loyalty Management

Service Service Sales & Marketing

Service Contracts & Agreements

Installations & Maintenance

Customer Service & Support

Field Service Management

Returns & Depot Repair

Warranty & Claims

Management

Service Logistics &

Finance

Service Collaboration &

Analytics

Interaction Center

Channels

Marketing Analytics

MobileChannel

Social Media

Channels


It’s Your Choice… and It’s Easy…

Enhancement Packages/Appl. Enhancement

Workbench

Intuitive and modern web based UI, Visualization of

data, Enterprise search, etc.

Cloud / On Demand

Rapid Deployment on premise

(also as cloud offering)3rd Party Partner

Solutions

Easy to enhance

Easy to expandEasy to deploy

Easy to use and consume


SAP CRM Innovations in context with SAP Strategy

On Device

On Demand

On Premise

Technology Foundation

Collaboration Analytics Mobile

SAP Business ByDesign

LoB on Demand

Orc

hest

ratio

n

In-Memory Technology for High Volume Segmentation and Sales Pipeline Analysis

Process Innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program

Sales on DemandStreamWorkPartner Solutions such as SAVO

Mobility Applications for Sales, Service and MarketingMore Apps


SAP CRM Innovations in context with SAP StrategyOn Premise

On Device

On Demand

On Premise




LoB on Demand

Orc

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ratio

n






What‘s new in SAP EhP 2 for SAP CRM 7.0

Enhancement Package

Functionality

User interface

Functionality

Enterprise services

Enhancement Packages

“Pick and choose”Self-contained innovationIsolated testing effortBusiness case for target process


BI Based High Volume Segmentation available (BW and BW-A)

Uploads no longer neededOn the fly calculation, aggregationUI Enhancements

SAP EhP 2 for SAP CRM 7.0 - What‘s New in Marketing

Marketing Permissions


High Volume Customer Segmentation with BW and BW-A

Native Access to BW in High Volume Scenarios

Based on BW/BWAAggregation on the fly whilst segmentingData Uploads no longer requiredSegmenting on most recent data

New Analytical FeaturesTreemaps to visualize key figures in a multidimensional waySystem based proposal of filter ranges

UI EnhancementsDrag & Drop from chart to staging area & apply as filterDynamic attribute hierarchiesEnhanced F4 Help to find filter valuesExecution Plan


Marketing Permissions

Adhere to country-specific regulations to avoid incurring costs due to non-complianceSend marketing material only to those customers who explicitly agreed to receiving such material and improve total customer experienceMarketing Permissions play a big role in

External List ManagementSegmentationCampaign ExecutionInteraction Center

The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.Existing concepts used to block contact to customers, such as per account, Central Block, or per communication detail with the designator Do Not Use are still available


SAP EHP 2 for SAP CRM 7.0 - What’s New in Sales

(*) Also available for CRM 2007, 7.0, EhP1 through notes

Territory Management -rules processing performance (*)

Improved ERP integration through UI layer(requires ECC EhP6): (*)

ATP, campaign pricing,Credit card, billing plan, document flow activities

Enhanced performance of pricing (*)

Business Partner Search –performanceAccounts & Contacts –additional insight (assignment blocks) (*)Account hierarchy –performance (*)

UsabilityOne result direct displayCentral edit buttonField navigation

Advanced Returns Management (requires ECC EhP6)


Advanced Returns Management - Integration Into SAP CRMProcess Sequence (High-level Description)

1. Initial creation of customer complaint in SAP CRM – Object “Complaint” as main-item– Optional: maintenance of returns specific data – With / without reference to ERP data

2. Creation of return request– Return request as sub-item– Mandatory: maintenance of returns specific data

3. Returns processing in SAP ERP – Automatic and/or manual creation of subsequent documents per process step such as creation of the

goods receipt, warehouse inspection or refund determination– Depending on the implementation/customizing of “Advanced Returns Management” the process is

supported by automated system actions and system alerts/warnings.

4. Monitoring returns progress throughout the process in SAP CRM


Advanced Returns ManagementFollow-up processes in ERP

The following documents can be created manually or automatically in Advanced Returns Management:

Returns Order & Returns DeliveryGoods ReceiptWarehouse Inspection & Logistical Follow-Up documents (Goods Movement to Specified Stock / Scrap / Free Available Stock)Credit Memo Request & Credit MemoOutbound DeliveryReturns Purchase Order (to Vendor)Invoice Verification (based on vendor´s material inspection)Returns Purchase Order for Direct ShipmentReturns Stock Transport OrderSubsequent Delivery Free of Charge (SDF)Outbound Delivery for SDF & Goods Issue for SDFInternal / External Repair Order


SAP EHP 2 for SAP CRM 7.0 - What’s New in Service

Parts Logistics &

Finance

Sales & Marketing for

Service

Service Contracts

Installations &

Maintenance

Customer Service & Support

Field Service Mgmt

Returns & DepotRepair

Warranty & Claim

Mgmt

SERVICE

Advanced Returns Management integration

Field Service Mobile (V1.0)

Marketing PermissionsLeasing: Account identificationUtilities:

Account identificationEnhanced product

proposalIntegration of ERP Service

Performance improvement in:Pricing using group

conditionsBusiness Partner searchiBase display

User-productivity in business transaction item processing

Leasing: Enablement of counters, service plan and service order for Full Service Leasing


Customer Connection Program for CRMContinuous Improvement of Today’s Solutions

2 cycles. 26 Improvement Requests. 22 delivered.4 in progress.

– Usability enhancements (e.g. central edit, one-hit navigation, go-to assignment block menus)

– Functional and process enhancements (e.g. Marketing Permissions, CRM/ERP Integration, territory management performance enhancements)

– Features down-ported to lower releases (CRM 2007, CRM 7.0)

Positive customer resonance– Delivered improvements have already been downloaded by hundreds of

customers– Overall: „we are very pleased with the first results of Customer Connection“

(DSAG)– Territory Management: „report generation is 99% faster“

„processing is 230 times faster after importing the improvements“

Further information– service.sap.com/influence for program overview and improvement updates

Improvement

Today’s Solution

Incremental Improvements


Customer Connection CRM: Cycle 1

# Title Description Status Delivery

1 Territory Management Improve process times for re-aliging large complex territories

Available See Note 1596482

2 Groupware Integration Improvements for the installation and management of server based groupware integration

MS Exchange: AvailableLotus Domino: Open

See Note 1664070

3 Mail Form – translation deletion

Possibility to delete translations of mail forms

Available >=CRM 2007, See Note:1658819

4 Mail Form – originallanguage

Make language of a mail form selectable on creation

Available >= CRM 2007, See note1605731

5 Cross CRM – One-hit direct display

If a search result contains only one hit, this should be displayed directly. A resultlist is not required.

Available >=CRM 2007See Note 1658819

6 Cross CRM – central edit button

A button for changing the mode for all Assignment blocks in a document

Available >=CRM 2007, See note 1602520

7 Cross CRM – smart value helps

Smart value help for all fields Available Available in 7.0 for simple value help fields. No down-port due to technical restrictions


Customer Connection CRM: Cycle 1

# Title Description Status PlannedDelivery

8 Cross-CRM – Display field keys

Key values are to be displayed-keys for values in drop down boxes/F4 assistance is not available

Available Support Pack: SAPK-60012INCRMUIF, SAPK-70008INWEBCUIF(note 1486503 available, but SP is recommended)

9 Cross CRM – „Goto assignment block“ menu

To avoid the scroll, should jump off by branch marks to each Assignment block

Available OSS Note: 1554307

10 Cross CRM – Previousitems

Open previous worked on object Available Available with CRM 7.0, no downport to CRM 2007 due to technical considerations

11 Cross CRM – formatted notes

Texts should be formatted in the Web UI

Available Available with CRM 7.0 EhP1 no downport due to technical considerations

12 Cross CRM – field navigation

Direct jumping to the next mandatory field.

Available(Personalized field tabbing achieves this in EhP1)

CRM 7.0 EhP1 no down port due to technical considerations


Customer Connection Cycle 2 Topic 1 – Marketing permissions

Available in CRM 2007 (CRM 6.0), CRM 7.0, CRM 7.01 and CRM 7.02 Delivered in SPsBusiness Function: CRM_MKT_PERMISSIONDetails can be found in note 1574230https://service.sap.com/sap/support/notes/1574230

Topic Requirement Status Delivery Plan

Cross There should be enhancements for handling customer data privacy and managing marketing permissions (e.g. opt in/opt out to marketing e-mails, “do not call”). These enhancements would improve the handling of marketing permissions in CRM, including:

• Customer Master data: Enhanced maintenance of marketing permission information per marketing communication channel (e.g. email, fax, call center, sms)

• Marketing: Consideration of marketing permission information in marketing processes (e.g. segmentation, campaign execution, external list management)

• Interaction Center: Consideration of marketing permission information in interaction center processes (e.g. customer identification, call list management)

Available :6.0SP10

7.0SP10

Ehp1SP5

Ehp2 SP01


Customer Connection Cycle 2Topic 2 – CRM / ERP Integration


CRM/ ERPIntegration

Display ATP (available-to-promise) information with traffic light indicators

AvailableCompleted. See OSS

Note 1593527

CRM / ERPIntegration

Enable campaign dependent pricing for ERP Orders in CRM WebUIAvailable

Tested and documented


Make billing plan available in CRM Web UI for ERP transactions (contract and order).

In ProgressDelivery

TBD


Enable credit card support for ERP order in CRM Web UI In Progress PendingDelivery

TBD


Improved Doc Flow (1. Display Activities in document flow on ERP Side | 2. Display Activities in additional Assignment Block for ERP docs in CRM UI)

In Progress PendingDelivery

TBD

Campaign Dependent Pricing- Documentation can be found athttp://help.sap.com/saphelp_crm700_ehp01/helpdata/en/89/a57d00c95740e8a8914cb756e2362e/frameset.htm


Customer Connection Cycle 2Topic 3 – Cross CRM topics Sales/Service – Part I


CRM / Cross topics

CRM Cross Topic Advanced SearchThe Advanced Search should be enhanced by adding search criteria Belonging To “My ...”, “My Colleagues...”, “My Team...”. / Synchronization

Available see Note 1622166

ITSM - Incident Workflow / Cross

Action log (Change user, Change date, Change time, Action, Old value, New value) Chronological sort by default. Sort-able on all columns. Table display with filter / sort.

AvailableSee Note 1606936

Sales 360 Degree Customer ViewComplaints Assignment Block should be available in the Account overview page and the Leads Assignment Block in Contact overview.

AvailableSee

Note 1606486 (Leads)

See Note 1608974

(Complaints)


Customer Connection Cycle 2Topic 3 – Cross CRM topics Sales/Service – Part II


Service Help Desk & Service Request ManagementWhen proposing a list of knowledge articles, a mouse-over tooltip shall show a content summary in order to easily determine the relevant knowledge article

AvailableSee Note 1619457

Text Management

Text Editor in CRMSizeable editor area for memos (fixed size of text field with more than 3 lines - more like 20 lines) for incident, problem, opportunity, service order, campaign, business partner+ how to for additional objects.


Service Help Desk & Service Request ManagementThe Service Monitor, should offer additional fields in search and searchresult views: Creation Date, Change Date, Posting Date


Sales/Marketing

It should be possible to create a target group from Account search result lists for follow up usages such as mail campaigns.

In Progressper note / or support pack

(TBD)

CRM Sales / Order Management

The cursor in the CRM Web UI should automatically be positioned on the product id field of the next line item after the user enters the product id, quantity or unit and hits "return."

Available EhP1: Tab Sequence in tables – See note1601570


‚On Premise‘ Innovations outside of EhP2

1) Web Channel Experience Management

2) Social Media Consulting Packages

3) Rapid Deployment Solutions within LoB Customer


Web Channel Experience Management

New Web Channel Platform: Web 2.0, Extensible, Interactive UI, Configuration Tool, Enhanced Product CatalogE-Commerce: Enhanced Payment Methods (e.g. PayPal), Quick Check OutE-Marketing: Personalized Recommendations, Campaign ManagementE-Service: Guided Flows, “My Support” Home Page, Community Management, Knowledge Management


Customer Experience with a Social Touch

Enabling Viral MarketingLoyalty on Facebook

Enabling Social Commerce

Product Reviews & Ratings

Facebook & Web Channel

Extending Reach through Social Channels

Facebook Marketing

Product Connect on Facebook

Social & Transactional Confluence

Twitter ServiceTwitter Marketing


What are SAP Rapid Deployment Solutions?

SAP Rapid Deployment Solutions are solution packages:

Contain everything that is needed for a quick implementation project - typically :

Complete and ready to run SAP software supporting typical customer requirementsPre-configured implementation services at fix pricesPre-configured contentProven ‘best practices ‘ and automated scriptsA wealth of supporting materials such as detailed descriptions of scope and functionalities, methodology, training material, configuration guide

Have a fix scopeAre exactly and detailed described

Are quick to implementWithin maximal 90 days

Are flexible to useOn-Premise, On-Cloud, on Mobile (*)

Reduce cost, complexity and risk* Offered with Sybase Mobile Sales for SAP CRM

Confidential


SAP brings together market leading software and services in a new offering that gives our customers compelling CRM functionality quickly and affordably.

Preconfigured software and service

Modular and well described scope with proven sales, marketing and service processes

Rapid implementation in 8 weeks

Affordable and flexible pricing1000 EUR per user OR 30+x EUR per user per month

Global hosting available

Example: CRM Rapid Deployment SolutionValue Proposition in a Nutshell

Marketing Sales Service

Best Practices ConsultingERP

Integration

SAPCRM Rapid

Deployment Solution

CRM RDS reduces complexity and risk by providing a compelling solution at predictable cost in 8 weeks. Customers have all relevant information upfront and prepare, approve, start and realize CRM projects faster than ever before; with all the advantages of an integrated solution and the option to grow CRM strategically and without compromise.


Marketing Sales Service

Campaign Management

(incl. Segmentation and External List

Management)(optional)

Lead Management

(optional)

Opportunity and Pipeline

Performance Management

(optional)

Integrated ERP Order and Quotation

Management(optional)

Lead Management(optional)

Interaction Center Service Request

Management(incl. Knowledge Articles)

(optional)

CRM RDS functional Scope and modular Service Offering*Customer’s pick from the modular CRM RDS Service Offering according to their Priorities - Implementation in 8 Weeks!

Only available for existing SAP SD customers

FoundationAccount and Contact Management,

Activity Management,Integration with customer’s SAP ERP system or master data import for CRM standalone deployment

CRM Interactive Reporting(optional)

*Service cost depend on country. Listed prices are valid for Germany.


Functionality

Deployment

Payment

Service

SAP CRM 7.0 is the Industry Leading Solution Offering

Customer LocationPrivate Cloud Customer Infrastructure

Monthly pay as you go Regular User License

SAP CRM Rapid Deployment Solution – You have the Choice!Options to create Your CRM Solution

Sales Marketing Service

SAP Services SAP Certified Partners

Options to select other SAP RDS Packages or upgrade to Enterprise CRMSAP Business Communications Management RDS

SAP Sybase Mobile Sales RDS

Other SAP RDS Packages such as Embedded Analytics RDS (August 2011)

Packages

Partner

Hosted On-Demand Appliance Model On Premise

Subscription Perpetual

SAP Services Certified Partners

SAP


The SAP CRM journey typically starts with CRM RDS

SAP CRM RDS FOUNDATION

SalesSelect the necessary Sales, Service & Marketing functionality

It all starts with the foundation

Marketing Service

Embedded Analytics RDS

Sybase Mobile Sales RDS

Continue to enhance your solution via additional RDS packs

Go deep with industry & use case specific RDS offerings

BCM RDS

New business cases are being added continuously

SAP CRM Enterprise

Trade Promotion RDS

eCareRDS

Hana/CRMRDS


SAP CRM Innovations in Context with SAP StrategyOn Demand

On Device

On Demand

On Premise




LoB on Demand

Orc

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SAP Sales OnDemandDesigned for Salespeople and the Way they sell Today

Sales Productivity

Sales Automation

Analytics

Collaboration

ERP Integration

User Experience

Sales OnDemand


SAP Sales OnDemandMehr unter www.onDemand.com


Introducing SAP StreamWork for seamless Enterprise wide and cross-Enterprise Web 2.0 Collaboration

Cohesive: Bring order to chaos• Unite people, information and proven business approaches• Collaborate within or across companies• Work with the applications you use today

Results-Driven: Transform teamwork into results• Apply structure to teamwork with brainstorming, strategizing and

decision making tools• Bring in the facts: Share documents and work with enterprise

data • Drive to quick, successful outcomes and learn from prior work

Easy, Secure, and Extensible• Easy to try, buy and use – Be productive in minutes due to on-

demand availability• Safe for your business – SSL encryption in the cloud; advanced

security and provisioning for on-premise application integration*• Open architecture to create activity streams (feeds), templates,

business tools and 3rd party/SAP application integrations** Requires IT integration using built-in APIs and SAP StreamWork enterprise edition if advanced security is required


Use Case: Close a Sales Deal using SAP StreamWork Integration for SAP CRM

1Define the outcome desired or start with a prior activity

Work with the right information: web, desktop, enterprise systems

5

2

3

4

6

7

8 Create a work activity

Invite the right people

Apply structure with included templates and business tools

Iterate, discuss and analyze

Confirm the outcome or decision

Document the outcome and save all project details

How do we get our customer to buy our new product?

From a SAP CRM opportunity, initiate a SAP StreamWork activity for strategizing.

Invite sales, customer service and the external implementation partner.

Perform a stakeholder analysis. Brainstorm strategy approaches, rate the pros and cons for each and select a strategy.

Bring in prior sales information from SAP CRM. Partner shares original work proposals for reference.

Analyze prior sales data to understand average price per user. Discuss open support issues and define path for resolving.

Proposal created, discussed and finalized.

Outcome is documented. All information is saved for similar sales deals.

SAPStreamWork


SAP CRM in context with SAP StrategyOn Device

On Device

On Demand

On Premise




LoB on Demand

Orc

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Process innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program



Bringing Order to Chaos with Sybase Unwired Platform

Custom Applications

SAP and Partner Applications

Connect Consume

Databases

Web Services

Create

Eclipse

Sybase Unwired Platform

J2EE Connector Architecture

Software Applications

Files

Control

Management Console Afaria

SAP Applications


Available and planned Apps

SAP ERP Sales Order NotificationSAP ERP Material AvailabilitySAP ERP Customer and ContactsSAP ERP Order StatusSAP ERP Customer Financial Fact SheetSAP ERP Quality IssueSAP ERP Payment ApprovalsSAP ERP Citizen ConnectSAP CRM SalesSAP CRM Customer BriefingSAP CRM Loyalty Shopping AssistantSAP CRM Field ServiceSAP CRM Sales on DemandSAP CRM Retail ExecutionSAP HCM ApprovalsSAP HCM Leave RequestsSAP HCM Employee LookupSAP HCM Time CaptureSAP HCM Interview AssistantSAP HCM Manager InsightSAP HCM Performance AssistantSAP HCM Travel Receipt CaptureSAP HCM Travel Expense ApprovalSAP SRM Cart ApprovalSAP SRM Supplier SearchSAP EAM Work Order mobileSAP Travel ReportSAP Business OneSAP Electronic Medical RecordSAP TM Transport TrackerSAP TM Transport TenderingSAP Business Analytic Applications Interactive Player


Example 1: SAP CRM Sales AppMobilize your Sales Force – Also available as Rapid Deployment Solution

SAP CRM Sales App for iPhone, iPad, Blackberry, Windows mobile

Account management

Contact management

Lead management

Activity management

Opportunity management

Native app integration (calendar, contacts, maps, phone)

Reports (top opportunities, opportunities at risk, sales pipeline)

Demo version can be easily downloaded from Apple’s App Store!


Example 2: Customer Briefing App360° Customer View for Briefing Purposes through Combination of Data from different Sources such as Internet, SAP CRM and Capability to further analyse


Mobile user interface designed for field engineers to quickly complete their tasks

New Assignments from SAP CRM Service server are pushed to the mobile device

Integrates with maps, calendar, phone, and email features on the mobile device

Critical information regarding Service order along with in-flight changes are

available on mobile device

Field Engineer can use the device to debrief the order and shorten the billing cycle

Built on industry leading Sybase Unwired Platform

Windows Mobile application with complete offline support

Example 3: SAP Field Service App

V3V2V1Service OrdersAssignmentsConfirmationsMapsCalendarWindows Mobile

SurveysVan stockInstall BaseActivitiesAccountAndroid

PeripheralsKnowledge ManagementContractsReportsApple iOS


SAP CRM – Where are we Today?Easy to use, fast to deploy, positively recognized!

Analyst Recognition Award Winning

Easy to Use

“SAP has successfully evolved the on premise CRM software over the past three years” Gartner

“SAP is a sensible shortlist candidate” Gartner

SAP is a Leader in Forrester CRM Wave“…strong across the board for sales, marketing, partner channel management, customer service, and analytics… “

“Any SAP customers intending to implement or upgrade any time in the next 12 to 18 months should look no further than SAP CRM.” AMR

Our sales reps rave about the improved ease-of-use of the SAP CRM solution.”

“

The new UI is the best - I am a huge fan.” Blog on BPX“The reps are fantastic with the new system. More users are requesting access every day.“Users love the new system… the UI is much better than Siebel.”“

During our CRM 2007 rollout training there were times when spontaneous applause erupted.”

“

Fast to Deploy

Leader in four categories of 2009 CRM Market Awards (CRM Magazine):

Thrilled Users @ SAP

Hi Jim,I know our reps here in Canada are thrilled with their new tool… This is just so exciting.

Suzanne Montgomery, SAP Canada

Rapid Adoption

45+ % greateradoption vs. previous release

Number of actual CRM users doubled in 2 years

40% new customers added in last 2 years

http://www.fmctechnologies.com/


Aberdeen Research finds that SAP CRM customers outperform non-SAP CRM customers across a number of KPI's for the Sales Line of Business

Sales organizations that use SAP CRM outperform their peers in sales forecast accuracy, YOY change in annual revenue, quota attainment, % of reps making quota, lead conversion rate, reducing reps non-selling time, annual revenue, average sales cycle time, and revenue per account/customer by a wide margin.A short while ago, Aberdeen Research came to us with an interesting and unsolicited observation. While surveying 500+ sales organizations for a recent study on optimizing sales performance they uncovered a few highly compelling statistics on the performance of SAP CRM customers versus all the rest. Here’s what they found: The results of their survey clearly revealed that of the respondents, “Those that identified SAP as their CRM provider performed much stronger than all other companies across a number of KPIs.”


SAP CRM Is Rapidly Innovating in Many Dimensions

On-premise Industry Processes

Private CloudCloud / On Demand

Mobile

Social CRM

On-premise Rapid Deployment

3rd Party Partner Solutions

In-memory Computing

Thank You!

Contact information:

Alexander SchroeterDirector, LoB Customermailto:[email protected]: +49 175 22 40 30 4


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what is crm

Documents

requires ecc ehp6

party web pages

embedded analytics rds

high volume segmentation

advanced returns management

returns specific data

devicecollaboration analytics mobile

external list management