bp crm solution map (1)

7/29/2019 BP CRM Solution Map (1)

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Solution Map

SAP Best Practices for CRM

SAP Best Practices



Scope Definition of SAP Best Practices for

CRM V2.70

This presentation describes the business scenario scope of SAP Best Practices for CRM

V2.70 based upon the business map of SAP CRM 7.0.

Process categories (e.g. Partner Channel Management) and main processes (e.g. Case

Management) not covered by SAP Best Practices for CRM V2.70 are „greyed out“.

Processes not covered by SAP Best Practices for CRM V2.70 are not listed.



1. SAP CRM Enterprise

1.1. Marketing

1.2. Sales

1.3 Service

2. SAP CRM Interaction Center

2.1. Telemarketing

2.2. Telesales

2.3 Customer Service

2.4 IC Management3. SAP CRM Web Channel

3.1. E-Service

Agenda



SAP Best Practices for CRM

Solution Scope

W e b C h ann el

I n t er a c t i on C en t er

P ar t n er C h ann el M an a g em en t

T r a d eP r om o t i onM an a g em en t

B u s i n e s s C omm uni c a t i on

M an a g em en t

Marketing

SalesSales Planning

& Forecasting

Sales

Performance

Management

Territory

Manage-

ment

Accounts &

Contacts

Opportunity

Manage-

ment

Quotation &

Order

Management

Pricing &

Contracts

Time &

Travel

Service

Incentive &

Commission

Management

E-Commerce functionality

covered by solution

SAP BP for ERP

E-Commerce

Marketing

Resource

Management

Segmentation &

List Management

Campaign

Management

Real-Time Offer

Management

Lead

Management

Loyalty

Management

Service

Logistics &

Finance

Service

Sales &

Marketing

Service

Contracts &

Agreements

Installations

& Mainte-

nance

FieldService

Manage-

ment

Warranty &Claims

Manage-

ment

ServiceCollaboration,

Analytics,

Optimization

Returns &

Depot

Repair

Customer

Service &

Support

Included in CRM Functionality in SAP Business All-in-One*

Part of SAP CRM standard [can be added]

Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available

* To get details on the functionality covered within these scenarios please refer to the following slides



SAP CRM Rapid Deployment Edition

Solution Scope

W e b C h ann el

I n t er a c t i on C en t er

P ar t n er C h ann el M an a g em en t

T r a d eP r om o t i onM an a g em en t

B u s i n e s s C omm uni c a t i on

M an a g em en t

Marketing

SalesSales Planning

& Forecasting

Sales

Performance

Management

Territory

Manage-

ment

Accounts &

Contacts

Opportunity

Manage-

ment

Quotation &

Order

Management

Pricing &

Contracts

Time &

Travel

Service

Incentive &

Commission

Management

Marketing

Resource

Management

Segmentation &

List Management

Campaign

Management

Real-Time Offer

Management

Lead

Management

Loyalty

Management

Service

Logistics &

Finance

Service

Sales &

Marketing

Service

Contracts &

Agreements

Installations

& Mainte-

nance

FieldService

Manage-

ment

Warranty &Claims

Manage-

ment

ServiceCollaboration,

Analytics,

Optimization

Returns &

Depot

Repair

Customer

Service &

Support



SAP Customer Relationship Management

Marketing

Marketing Resource

Management

Segmentation & List

Management

Multiple Data Source Access

(S5, S4, S2)

High Speed Data Search (S5,

S4, S2)

Preview Lists (S5, S4, S2)

Pre-Filtered/Personalized

Attribute Lists (S5, S4, S2)

Sampling and Splitting (S5,

S4, S2)

Embedded Predictive

Modeling (S5, S4, S2, S3)

Personalized Filters (S4, S5, S2)

Quick Counts (S5, S4, S2)

Segment Deduplication (S5,

S4, S2)

Suppression Filters (S5, S4, S2)

Target Group Optimization (S5, S4, S2, S3)

Clustering (S5, S4, S2, S3)

Data Mining (S5, S4, S2, S3)

Decision Trees (S5, S4, S2,

S3)

List Management - List Format

Mapping (S5, S4, S2)

Campaign Management

Marketing Calendar (S5, S4,

S2)

Multichannel Campaign

Execution (S5, S4, S2)

Personalized (E)Mails (S5, S4,

S2)

Real-Time Offer Management Lead Management

Multiple Interaction Channels

(S5, S4, S2)

Automated Qualification (S5,

S4, S2)

Mass Generation (S5, S4, S2)

Lead Surveys (S5, S4, S2)

Lead Analysis (S5, S4, S2,

S3)

Campaign Analysis (S5, S4,

S2, S3)

Call Lists (S5, S4, S2) Automatic Generation of

Follow-Up Activities (S5, S4,

S2)

SAP Product Available

SAP Product Available with Future Releases

Future Focus

Partner Product Available

Partner Product Available with Future Releases

Collaborative Business Map Available

Sxx, Vxx, Bxx SAP Product & Service

Pxx Partner Product

For more information see: http://www.sap.com

Rule-based Distribution (S5,

S4, S2)

Campaign Planning (S5,

S4, S2, S3)

I,S,R I,S,R I,S,R




Sales

Sales Planning &

Forecasting

Sales

Performance

Management

Pipeline

Performance

Management

(S2, S4, S5)

Territory

Management

Market

Segmentation

(S5, S4, S2)

Territory

Assignment &

Scheduling

(S5, S4, S2)

Territory/

Organizational

Mapping(S4, S5, S2)

Sales Analysis

by Territory

(S5, S4, S2,

S3)

Accounts &

Contacts

Visit Planning

(S5, S4, S2)

Fact Sheet

(S5, S4, S2,

S3)

Interaction

History (S5,

S4, S2)

Activity

Management(S5, S5, S2,

S3)

Email

Integration

(S5, S4, S2)

Relationship

Management

(S5, S4, S2)

Marketing

Attributes (S5,

S4, S2)Customer

Analysis

(S5, S4, S2,

S3)

Account

Classification

(S2, S4, S5)

Opportunity

Management

Team Selling

(S5, S4, S2)

Competitive

Information

(S5, S4, S2)

Account-

specific Sales

Processes

(S5, S4, S2)

AutomaticBusiness

Partner

Assignment

(S5, S4, S2)

Pricing (S5,

S4, S2)

Activities (S5,

S4, S2)

Follow-Up

Transactions

(S5, S4, S2) Anticipated

Revenue

(S5, S4, S2)

Quotation &

Order Mgmt.

(ERP)

Pricing &

Contracts

Incentive &

Commission

Management

Time & Travel

SAP Product AvailableSAP Product Available with Future Releases

Future Focus

Partner Product AvailablePartner Product Available with Future Releases



Pxx Partner Product


Buying Center

(S5, S4, S2)

Sales Process &

Selling Methodologies

(S5, S4, S2)

Opportunity Analysis (S5, S4, S2, S3)

Basic Pricing

for Opportunity

(S5, S4, S2)

Complete

Pricing for

ERP

documents

(S5, S4, S2)

Quotations

(S5, S4, S2)

Order Capture

(S5, S4, S2)

Automatic

Business

Partner

Assignment

(S5, S4, S2)

Order StatusTracking

(S5, S4, S2)

Pricing (S5,

S4, S2)

Order

Validation

Check

(S5, S4, S2)

Availability

Check

(S5, S4, S2)Quotation and

Order Analysis

(S5, S4, S2)

Cross-/

Upselling

(S5, S4, S2)

I,S,R I,S I,S,R I,S,R I,R

I,S,R

I,R




Service



Future Focus





Pxx Partner Product


Service

Sales &

Marketing

Service Contracts

& Agreements

Service

Agreement

Management

(S5, S4, S2)

Service Contract

Management

Installations &

Maintenance

Installed Base &

Objects

Management

(S5, S4, S2)

Installation &

Configuration

(S5)

Customer

Service &

Support

Field Service

Management

Returns &

Depot Repair

Warranty

Management

(S5, S4, S2)

Warranty &

Claims

Management

Service

Logistics &

Finance

Service Collaboration,

Analytics, Optimization

Service Requests

Processing (S5)

Knowledge

Management

(S5, S4, S2)

Complaints

Processing (S1,

S5, S4, S2)

Multichannel

Integration (S5)

Service

Forecasting,

Planning,

Analysis (S5)Service Level

Management

(S5, S4, S2)

- Service Order Quotation

- Service Order Processes

- Service Employee Resource Planning

- Service Confirmation Processing

- Logistics Integration Processes

- Service Order Analytics

- Returns Processing

- Follow-Up Processes

- Logistics Integration

- Complaints and Returns Analytics

- Service Resource Planning

- Resource Master Data

- Assignment Management

- Absences/Attendances Maintenance

I,S I,S I,S I,SI,S I,S

Billing

(S1, S5)




1.1. Marketing

1.2. Sales

1.3 Service

2. SAP CRM Interaction Center

2.1. Telemarketing

2.2. Telesales



3.1. E-Service

Agenda



Interaction Center

Telemarketing Campaign Execution Lead Management Personalization

Telesales Quotation & Order Management

Customer Service Help Desk Customer Service & Support Complaint Management

Shared Service Center IT Service Desk Employee Interaction Center Accounting Interaction Center

Accounts & Contacts Activity Management

IC Management Knowledge Management Process Modeling Communication Channels



Interaction Center

Telemarketing



Future Focus





Pxx Partner Product


Campaign Execution

Call List Assignment (I,S,R)

Soft Phone (P1, S5, S4, S2)

Interactive Scripts (S5, S4, S2)

Lead Management

Lead Generation (S5, S4, S2)

Lead Qualification (S5, S4, S2)

Personalization

Scripting (S5, S4, S2)

Alert Modeler (S5, S4, S2)

Questionnaire (S5, S4, S2)

I,S I,S I,S



Interaction Center

Telesales



Future Focus





Pxx Partner Product


Accounts & Contacts

Fact Sheet (S5, S4, S2)

Interaction History (S5, S4, S2)

Alerts (S5, S4, S2)

Interactive Scripting (S5, S4, S2)

Multi Channel Interactions (P1, S5, S4,

S2)

Activity Management Quotation & Order Management

Order Capture (S5, S4, S2)

Automatic Business Partner

Assignment (S5, S4, S2)

Pricing (S5, S4, S2)

Order Validation Check (S5, S4, S2)

Fulfillment Synchronization (S5, S4,

S2)Call List Processing (S5, S4, S2)

Multi Channel Interactions (S5, S4, S2)

Quotations (S5, S4, S2) Automatic Business Partner

Assignment (S4)

Status and Result Tracking (S4)

Agent Inbox (S4)

Order Status Tracking (S5, S4, S2)

I I I



Interaction Center

Customer Service



Future Focus





Pxx Partner Product


Help Desk

Information Help Desk (S5, S4, S2)

Service Request (S5, S4, S2)

Interaction Record (S5, S4, S2)


Multi-level Categorization (S5, S4, S2)

Knowledge Search (S5, S4, S2)

Solution Database (S5, S4, S2)

E-Mail and Chat Integration (S5, S4, S2)

Escalation Management (S5, S4, S2)

Service Level Management (S5, S4, S2)

Customer Service & Support

Account Identification & Maintenance (S5, S4, S2)

Registered Product Identification (S5, S4, S2)


Scratch Pad Notes (S5, S4, S2)

Service Order & Request Management (S5, S4, S2)

Multi-level Categorization (S5, S4, S2)

Content Management Integration (S5, S4, S2)

Spare Parts and Services (S5, S4, S2)

Service Quotations (S5, S4, S2)

Contract & Entitlement Management (S5, S4, S2)

Service Level Management (S5, S4, S2)

Warranty Management (S5, S4, S2)

Installed Base Management (S5, S4, S2)

Service Product Proposal (S5, S4, S2)

Complaint Management

Escalation Management (S5, S4, S2)

Auto Suggest (S5, S4, S2)

I,S,R I,S,R

only I,S

only I,S

only I,S

only I,S



Interaction Center

IC Management



Future Focus





Pxx Partner Product


Knowledge Management

Solution Search (S5, S4, S2)

Multiple Knowledge Databases (S5, S4, S2)

Interactive Auto Suggest of Solutions (S5, S4, S2)

Multilevel Categorization (S5, S4, S2)

Fact Sheet (S5, S4, S2)


Process Modeling

Alert Management (S5, S4, S2)

Scripting (S5, S4, S2)

Alert Modeler (S5, S4, S2)

Rule Modeler (S5, S4, S2)

Communication Channels

Automatic Number Identification (ANI) (S5, S4, S2)


Interaction Analysis (S5, S4. S2)

Mail Forms (S5, S4, S2)

I,S,R I,S,R

only I,S

only I,S

I,S,R

only R




1.1. Marketing

1.2. Sales

1.3 Service2. SAP CRM Interaction Center

2.1. Telemarketing

2.2. Telesales



3.1. E-Service

Agenda



Web Channel

E-MarketingCatalog

Management

Content

ManagementPersonalization

Email & Web

CampaignsStore Locator

E-CommerceQuotation & Order

Management

Shopping Basket

ManagementPricing & Contracts

Interactive Selling &

ConfigurationWeb Auctions Selling via Partners

E-ServiceKnowledge

Management

Service Order

ManagementLive Support Installed Base

Complaints &

Returns

Billing &

Payment

Account Self

Service

Loyalty Management



Web Channel

E-Service



Future Focus





Pxx Partner Product


Knowledge

Management

Solution Search

(S6)Knowledge Base

Management (S6)

Frequently Asked

Questions (S6)

Service Order

Management

Service Requests

(S6)

Entitlement

Validation (S6)

Status and Tracking

(S1, S6)

Live Support Installed Base

Installation

Management (S6)

Warranty

Management (S4,

S6)

Product Registration

(S6)

Complaints &

Returns

Complaints

Management (S6)

Returns

Management (S6)

Billing & PaymentAccount

Self Service

Resource Planning

(S6)

I,S I,S

I,SI



Solution Map Product Table

Product Key Product Description

S1 SAP ERP

S2 SAP Marketing (SAP CRM)

S3 SAP NetWeaver

S4 SAP Sales Management (SAP CRM)

S5 SAP Service Management (SAP CRM)

Solution Scope Key Solution Scope Description

I SAP Best Practices for CRM V2.700 (with ERP integration)

S SAP Best Practices for CRM V2.700 (CRM Standalone)

R SAP CRM Rapid Deployment Edition (with ERP integration)



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bp crm solution map (1)

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