introduction to mysap crm

SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1

Introduction to mySAP CRM

mySAP CRM Overview

Case Study

Why choose mySAP CRM?

Speaker: Louisa Morassutti

Duration:

Section 1: 15 minutes




Course Agenda

Topics:1. Introduction to mySAP CRM

2. Foundation & Architecture

3. mySAP CRM Analytics

4. mySAP CRM Marketing

Topics:5. mySAP CRM E-Commerce

6. mySAP CRM ChannelManagement

7. mySAP CRM Sales

8. mySAP CRM Interaction Center

Topics:9. mySAP CRM Service

10. mySAP CRM Field Applications

11. mySAP CRM for Industries

12. mySAP CRM Implementation & Operation


Introduction to mySAP CRM: Unit Objectives

At the conclusion of this unit, you will be able to: Explain how mySAP CRM fits into the enterprise ecosystem

with mySAP Business Suite Describe the key processes of the functional and channel

key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address

challenges faced by customers


Introduction to mySAP CRM: Business Scenario

Competitive markets, demanding customers and the need to optimize internal processes put companies under great pressure. They are now looking for a software solution which provides seamless end-to-end integration, offers the functionality required by their industry and can be flexibly deployed.


What is CRM?

Customer Relationship Management (CRM)is a business strategy aimed at optimizing

customer-facing activities for the greatest impact on business success


mySAP CRM as Part of the mySAP Business Suite

mySAP Business Suite and the Enterprise Ecosystem

mySAP SCM

mySAP PLM

mySAP CRM

mySAP SRM S a l e

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mySAP ERPFinancials

Human ResourcesCorporate Services

Operations

Maintenance & Quality

Inventory & Production

Purchase Order

Managem

ent

SAP NetWeaver

Product & Services

Customer

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SupplyChain Partner

Partner

Operations & Administration


Departments of an Enterprise Driving Customer Interactions

Which departments of an enterpriseare involved in

customer-facing activities?


Customer Related Activities in Marketing

Key Processes Campaign Management Customer Segmentation Lead Management E-Marketing Trade Promotion Management

(TPM) Marketing Planning and

Analytics


Customer Related Activities in Sales

Key Processes Sales Order Management,

Quotations and Contracts Account and Contact

Management Opportunity and Pipeline

Management Task and Activity Management Incentives and Commissions

Management Leasing Sales Planning and Analytics


Customer Related Activities in Service

Key Processes Service Request, Service Order

and Contract Management Complaint Management Case Management Installed Base Management

Knowledge Management Workflow and Escalation

Management Workforce Management Professional Services Service Planning and Analytics


Customer Interaction Channels

Which channelsdoes an enterprise use to interact with

customers?


Customer Interaction Channels


Deep Industry Processes go Beyond Data and Presentation Layers

BusinessProcessesProduct

BusinessPartner

What do I sell or service?

How do I sell or service?

Why is it important to consider industry-specific requirements?

Materials and Sets in Consumer Products

Vehicles in Automotive Consultants in

Professional Services

Orders in Consumer Products

Cases in Public Sector Contracts in Utilities

Citizen in Public Sector Physicians in

Pharmaceuticals Stores in Retail Retailer and Consumer in

Consumer Products


Manufacturing Industries Customer and Vehicle Relationship

Management (Automotive) Trade Promotion Management

(Consumer Products) Channel Sales Management

(High Tech) Value Based Detailing,

Contracts and Chargeback(Pharmaceuticals)

Sales Against Contracts(Oil & Gas)

Asset Services Portal(Industrial Machinery &Components)

Lean Batch Management(Process Industries)

Service Industries Professional Services

(Service Providers) Intellectual Property

Management,Campaign Management for Advertising and Subscriptions(Media)

Sales Management forCommercial and Industrial Customers(Utilities)

Case Management(Public Sector, Financial Services, Telco)

Constituent Services (Public Sector)

Contract Sales in Dealer Portal(Telco)

Leasing Customer Oriented Banking and

Insurance Services ...

INDUSTRY-SPECIFIC

CRM

Key Industry Processes within mySAP CRM



mySAP CRM Overview

Case Study



66mySAP CRMChannel Mgmt

Channel manager creates lead, partner

creates order

Analyst looks at the sales distribution and classifies customers

33mySAP CRMAnalytics

44 Marketing manager creates a target group

and a marketing campaign

mySAP CRMMarketing

Customer calls,IC agent creates

complaint

Case Study of mySAP CRM Solution Overview

88

mySAP CRMInteraction

Center

mySAP CRM

Solution

55Customer makes

purchase in Web shop

mySAP CRME-Commerce

Sales order is replicated to SAP Enterprise and delivery takes place

77mySAP CRMSalesService rep creates service

order and assignsappointment to service

technician

99 mySAP CRMService

mySAP CRMField Appl.

1010Service technicianprovides solution

to customer

Note: Numbers correspond to chapters



mySAP CRM Overview

Case Study



Why choose mySAP CRM:1. Support of Seamless End-to-End Processes

CRM Processes Across the Value Chain

Powered by NetWeaver


Why choose mySAP CRM:2. Best Industry-Specific Capabilities

Industry-Specific Solutions as Strategy

30 years of industry expertise Best practices developed with largest customer base

and joint development projects with leading organizations

Powerful organization in place across 23 industries Largest partner ecosystem


Why choose mySAP CRM:

Customers start according to their priorities,realize fast ROI and expand solutions step-by-step

SAP Customers Quick Steps to CRM Value

mySAP CRM Platform

CampaignAutomation

Field Sales -OMS

OutboundTelesales

Interactive Selling

Product Proposal

mySAP CRM @ Customer Site

3. Modular Deployment Enables Fast Return on Investment


Sample Solution Maps: CRM Enterprise


Sample Solution Maps: mySAP CRM Sales (1)Sales (1)Sales Planning

and Forecasting

Integrated E-Business Planning Platform (S1)Flexible Modeling(S1)

Strategic Planning(S1)Supply Chain Integration (S1)Rolling Forecast(S1)

Collaborative Planning (S1)Planning-Cycle Monitoring (S1)Performance Reviews (S1)Sales Planning Cockpit (S1)

Business Content(S1)

Territory Management

Market Segmentation (S1)Territory Maintenance (S1)Assignment Scheduling (S1)

Territory/Organizational Mapping (S1)Responsibility Determination (S1)Mobile Business Support (S1)

Territory Reorganization(S1)

Sales Analysis by Territory (S1)Interface to Third-Party Territory Planning Tools(S1)

Account and Contact

ManagementAccount and Contact Person(S1)Search and List(S1)

Fact Sheet (S1, S2)

Interaction History(S1)Activities (S1)

Opportunities (S1)

Addresses (S1)

Relationships (S1)

Pricing (S1)

Notes (S1)

Attachments (S1)

Print Account Overview (S1)Email and Fax Integration (S1)

Activity Management

Tasks and Business Activities (S1)Automatic Partner Determination (S1)Automatic Organizational Data Determination (S1)Status and Result (S1)Notes (S1)Attachments (S1)

Private Activities (S1)Groupware Integration(S1)Campaign Reference(S1)Activity Journal (S1)Follow-Up Documents(S1)Action Management (S1)

Opportunity Management

Opportunity Planning (S1)Sales Team (S1)Competitors (S1)

Product Notes (S1)Individual Sales Cycle (S1)Automatic Partner Determination (S1)Automatic Organizational Data Determination (S1)Product Category(S1)Pricing (S1)Follow-Up Documents (S1)Product Configuration (S1)Expected Product Value (S1)

Quotation and Order

ManagementInquiries (S1)

Quotations (S1)Sales Orders (S1)Mixed Documents (S1)Automatic Organizational Data Determination (S1)Automatic Partner Determination (S1)Automatic Text Handling (S1)Status Management (S1)Pricing (S1)Attachments (S1)Incompletion Check (S1)Credit Management and Credit Check(S1, S2)Payment Card Processing (S1, S2)

Contract Management and

LeasingValue Contracts (S1)Quantity Contracts(S1)Releasable Products (S1)Automatic Organizational Data Determination (S1)Automatic Partner Determination (S1)Text Management(S1)Status Management (S1)Pricing (S1)

Attachments (S1)Credit Management and Credit Check(S1, S2)Payment Card Processing (S1, S2)

Incentive and Commission Management

Incentive Plan Modeling (S31)Configuration Templates (S31)Roll Up Hierarchies /Indirect Participants(S31)Contracts and Agreements Handling (S31)Individual Plans (S31)Segment Management (S31)Participant Determination (S31)Transaction Valuation (S31)Commission Remuneration (S31)Incentive (Bonus) Remuneration (S31)Quota Attainment Calculation (S31)

Workflow Management(S1)Activity Monitor (S1)Multiple Survey Assignment (S1)Document Flow (S1)Active/Passive Analysis (S1)

Success/Failure Analysis (S1)Customer Care Intensity Analysis (S1)Activities per Organizational Unit Analysis (S1)Activity History Analysis (S1)Planned Activities Analysis (S1)Sales Cycle Analysis (S1)

Attachments (S1)Competitor Products (S1)Multiple Survey Assignment (S1)Project Milestones(S1)Lead to Opportunity Workflow (S1)Status and Reason (S1)Buying Center(S1)Assessment (Survey) (S1)Competitor Analyses (S1)Sales Assistant (S1)

Workflow Management (S1)Automated Follow-Up Processes (S1)Document Flow (S1)Product Listing/ Exclusion (S1)Product Determination (S1)Product Configuration (S1)Batch Processing(S1, S4)Sales Document with Structured Products (S1)

Workflow Management (S1)Automated Follow-Up Processes (S1)Output Determination (S1)Pricing and Product Configuration (S1)Document Flow(S1)Date Management(S1)Authorized Partners (S1, S2)Monetary Value in Quantity Contracts(S1)

Results Adjustments (S31)Posting and Settlement (S31, S11, S9)Commission Simulation (S31)Commission Status Management(S31, S13, S137, S99)

c c c c c


Sample Solution Maps: mySAP CRM Sales (2)Sales (2-continued)

Sales Planning and Forecasting

Territory Management

Account and Contact

Management

Activity Management

Opportunity Management

Quotation and Order Management

Contract Management and Leasing

Incentive and Commission Managementc c c c c

Sourcing (S1)Minimum Order Quantity Check (S1)Delivery Groups (S1)Follow-Up Order (S1)

Quotation Notification (S1)

Alternative Items (S1)Validity Period (S1)

Quotation Item Rejection (S1)Success Rate per Product (S1)Sales Probability (S1)Quotation Tracking Analysis (S1)Quotation Success Rate Analysis (S1)Top Five Quotations (S1)Incoming Sales Order Analysis (S1)Plan/Actual Comparison (S1)Best-Selling Products (S1)

Project Goals Definition (S1)Sales Project Management (S1)Opportunity Hierarchies (S1)Document Flow(S1)

Opportunity PlanOpportunity Pipeline Analysis(S1)

Win/Loss Analysis(S1)Expected Sales Volume Analysis(S1)

Forecast Reliability Analysis(S1)Opportunities Results Analysis(S1)

Output Determination (S1)

Free Goods (S1)

Fulfillment Systems Synchronization (S1, S2)Availability Check(S1, S2, S4)

Release Order Processing (S1)

Cancellation Handling (S1)

Contract Completion (S1)

Collaborative Contract Negotiation (S1)

Fulfillment Systems Synchronization(S1, S2)Open Sales Contract Analysis (S1)

Analysis of Products in Contracts (S1)

Top Five Contracts (S1)

Completed Sales Contract Analysis (S1)

Canceled Sales Contract Analysis (S1)

Pricing (Leasing) (S1)

Financial Mathematic Calculation (Leasing) (S1)

Financial Simulation (Leasing) (S1)Residual Value Calculation (Leasing) (S1)

Tax Handling (Leasing) (S1, S2)

Periodic Billing (Leasing) (S1, S11)

Offer and Contract Creation (Leasing) (S1)

Outline Agreements (Leasing) (S1)

Status Management (Leasing) (S1)Partner and Organizational Data Determination (Leasing) (S1)Quotation to Contract Conversion (Leasing) (S1)Floating and Index Rate Adjustment (Leasing) (S1)


CRM Content Supports Implementation

Component Views

Configuration Guides

CRM Solution Manager Content 4.0


Introduction to mySAP CRM: Unit Summary

You are now able to: Explain how mySAP CRM is part of the enterprise ecosystem

with mySAP Business Suite Describe the key processes of the functional and channel

key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address

challenges faced by customers

Introduction to mySAP CRMCourse AgendaIntroduction to mySAP CRM: Unit ObjectivesIntroduction to mySAP CRM: Business ScenarioWhat is CRM?mySAP CRM as Part of the mySAP Business SuiteDepartments of an Enterprise Driving Customer InteractionsCustomer Related Activities in MarketingCustomer Related Activities in SalesCustomer Related Activities in ServiceCustomer Interaction ChannelsCustomer Interaction ChannelsDeep Industry Processes go Beyond Data and Presentation LayersKey Industry Processes within mySAP CRMIntroduction to mySAP CRMCase Study of mySAP CRM Solution OverviewIntroduction to mySAP CRMWhy choose mySAP CRM: (1)Why choose mySAP CRM: (2)Why choose mySAP CRM: (3)Sample Solution Maps: CRM EnterpriseSample Solution Maps: mySAP CRM Sales (1)Sample Solution Maps: mySAP CRM Sales (2)CRM Content Supports ImplementationIntroduction to mySAP CRM: Unit Summary

introduction to mysap crm

Documents

advantages mysap crm

mysap crm fits

mysap crm analytics4

mysap crm marketingtopics

mysap crm channelmanagement7

mysap crm sales8

mysap crm service10

mysap crm2