mySAP CRM

1

Agenda

Introduction

mySAP CRM mySAP Business Suite mySAP CRM a Complete solution mySAP CRM Architecture Concept Methods of implementation Total Cost of ownership

mySAP CRM & Other Vendors

Summary

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What is CRM?

Customer Relation Management is a Business Strategy that aims to optimize customer interactions in order to maximize the success of business

– SAP

CRM is a Business Strategy that maximises profitability, revenue and customer satisfaction by organizing around customer segments fostering behaviour that satisfies customers and implementing customer centric processes

- Gartner

Introduction 3

Product Leadership

Customer Intimacy

Operational Excellence

Operational Competence

“Best Product”

“Best Total Cost”

Customer Responsive

“Best Total Solution”

Product Differentiation

Why CRM Solution?

Introduction 4

Source :Treacy/Wiersema

What are your top three customer management goals?

Introduction

Source: Forrester Research, Inc.

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CRM VENDORS

Introduction 6

SAP AG The Best Run business Run SAP

SAP Stands for Systems Applications and Products in Data Processing(System, Anwendungen, Produkte in der Datenverarbeitung)

Founded in 1972 by Wellenreuther, Hopp, Hector, Plattner and Tschira

SAP is the world’s leading provider of Enterprise Application Software

Headquarters in Walldorf, Germany

Ownership: Public(Frankfurter Stock Exchange, NYSE: SAP)

Source : www.sap.com/investor , Factsheet April 2011

mySAP CRM 7

mySAP Business Suite

Source : www.sap.com

mySAP CRM 8

mySAP CRM – A Complete Solution

mySAP CRM 9

Source : www.sap.com

mySAP CRM Architecture Concept

mySAP CRM 10

Source : www.sap.com

mySAP CRM Solution Map

Marketing

Sales

Service

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• Marketing Resource Management • Segmentation & List Management

• Campaign Management • Real-Time Offer Management

• Lead Management

• Sales Planning & Forecasting

• Sales Performance Management

• Territory Management • Accounts & Contacts • Opportunity Management

• Pricing & Contracts • Quotation Order Management • Pricing & Contracts • Incentive & Commission

Management • Time & Travel

• Service Order Management • Service Contract

Management • Complaints & Returns • In-House Repair

• Installed Base Management• Warranty Management • Resource Planning• Case Management

mySAP CRM 11

Source : www.sap.com

mySAP CRM Major Benefits

Marketing AnalyticsServiceSales

• Select target groups

• Monitor marketing costs

• Using marketing analytics for making decisions

• Observe markets and competitors

• Identify customer preferences

• Control Sales Processes resulting in an increase in revenue• Increase up- selling and cross-selling opportunities• Recognize profitability of each and every customer• Reduce sales costs• Create accurate, real time forecasts

• Achieve higher customer satisfaction through prompt and efficient service

• Reduce service

costs

• Provide reliable service around the clock • Achieve transparency of

both service resources and service costs

• Measurement,

prediction, planning and optimization of customer relationships

mySAP CRM 12

mySAP CRM Major Benefits (cont)

Partner Channel Management

Web ChannelBusiness

Communication Management

Interaction Center

• Easy-to-use agent productivity tools • Portal-based access for interaction centre administration, management, and reporting• Integrate

with interaction centre infrastructure e.g. computer telephony, e- mail, and Web servers

• Centralize geographically spread communications for

• Inbound and Outbound contacts

• Outbound Marketing Campaigns

• Manage Communications across the company

• Boost

Revenues

• Reduce Costs

• Increase

Profits

• Increase

Customer

Satisfaction

• Empower

Partners

• Personalize customer’s buying experience • Provide convenient, easy-to-use, interactive selling and self-service • Enable end-

to- end, order-to- cash processes

• Significantly reduce cost of sales

mySAP CRM 13

User Interface Overview- Part 1

mySAP CRM 14

User Interface Overview- Part 2

mySAP CRM 15

User Interface Overview- Part 3

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Navigation Bar

Workspace

CTI Toolbar

Communication InformationAccount

Information

Scratch Pad

Alerts/ Subscriptions

Left Mousclick

Role Information

mySAP CRM 16

Industry Specific SolutionsINDUSTRY SUPPORTED KEY PROCESSES

Automotive Sales and Service

Chemicals Sales and Marketing

Consumer Products TPM,Sales,Service & Marketing

Retail Category Management & Multi channel Retailing

Telecommunications Dealer Mgt,Customer Service,Sales and Service Fulfillment

Professional Services Client and opportunity mgt

Public Sector Tax & revenue mgt,social service sand social security,Public security,

High Tech Channel mgt,quotation,contract &order mgt, customer service mgt

Media Account & contarct mgt,campaign mgt, advertising sales,subscription sales,customer service

Industrail Machinery and Components Sales and Marketing,aftermarket sales and service

Utilities Sales,Service & Marketing

Oil & Gas Downstream mktg and retailing

mySAP CRM

Major Benefits

Addresses unique needs and complete, end-to-end requirements of all major industries

17Source : www.sap.com

Methods of Implementation

ASAP

Rapid Deployment

mySAP CRM 18Source : www.sap.com

Total Cost Of Ownership (TCO)

Collect a master list of all of your company’s CRM initiatives and requirements

Classify them in a Pain-Gain Matrix

Look for a CRM solution that supports quick wins and strategic initiatives

Use SAP’s tools and methodologies to see if SAP CRM is right for you

www.sdn.sap.comPain Gain Matrix

mySAP CRM 19

Why Choose mySAP CRM

Support of Seamless End-to-End processes

Complete, Best-In-Class Integrated business applications

Extension beyond “ERP” capabilities in synchronization with ERP

Broadest business content

Best Industry-Specific Capabilities Best of Suite by Industry Best Practices developed with largest

customer base Powered by SAP Netweaver Prepackaged Integration

Enables fast Return on Investment Newly developed Rapid Deployment (6-8

weeks)

mySAP CRM 20

Join the Momentum of mySAP CRM

SAP ranked as Leader in CRM Solutions-Forrester 2010

SAP named Leader in CRM Magazine’s 2009 CRM Market awards

ISM Top 15 CRM Enterprise Winner in 2008

SAP named the overall market share leader in the worldwide business intelligence (BI) market.

Source : April 2011,Gartner Inc

mySAP CRM 21

Comaprison with Other CRM Vendors

Source: Forrester Research,Inc mySAP CRM & Other Vendors 22

Forrester Report

mySAP CRM & Other Vendors 23Source: Forrester Research,Inc

Customer Testimonial

“From an IT perspective, with SAP CRM we know that development cycles will be shorter, costs will be lower, and the value of what we offer to the business will be higher.”

Deepak Bhopal, Chief Manager – IT,Asian Paints Limited

It is the largest paint company in India and the third largest in Asia Industry

Consumer products(Paints)Revenue

US$1.1 billionEmployees

5,000 (worldwide)Headquarters

Mumbai, India

“The company deepens ties with end consumers by providing complete painting services instead of just selling paint. To enhance this end-to-end service model, the company chose the SAP® Customer Relationship Management application.”

mySAP CRM & Other Vendors 24www.sdn.sap.com

Summary

SAP CRM Benefits for Organizations Competitive Advantages Increased Revenue Potential to Lower Costs

SAP CRM Benefits for Customers Better and Personalized Service Consistent interactions across all channels and touch points

Other Advantages First-class functions for marketing, sales, and service Extensive analysis as a basis for decision making Seamless integration with SAP Business Suite solutions and other applications

“The Best Run Businesses Run SAP - SAP CRM is the Market Leader in CRM Solutions“

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Video Journey Through mySAP CRM

Summary 26

For More

Follow SAP CRM on:

Twitter : http://twitter.com/sapcrm YouTube : http://www.youtube.com/sapcrmtv Facebook : http://www.facebook.com/sapcrm SAP CRM Community : http://www.sdn.sap.com/irj/bpx/crm

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References

www.sap.comhttp://www.sdn.sap.com/irj/bpx/crmwww.forrester.comwww.gartner.com

The official guidebook to SAP CRM, SAP Press 2004My SAP CRM- Solution for Success, SAP Press 2002

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Oracle

Founded by Larry Ellison, Bob Miner and Ed

Oates in 1977 Headquarters: Redwood Shores, CA CEO Larry Ellison, Chairman Jeff Henley

Ownership: Oracle Corporation Public (NYSE:ORCL)

Siebel Systems Founded in 1993 by Tom Siebel

Oracle Acquires Siebel in 2006

Siebel is now a brand name owned by Oracle Corporation

Price : Starting at $70/user/month

Siebel Customers

mySAP CRM vs Siebel CRMmySAP CRM Siebel CRM

It’s a part of SAP Business Suite. Functional incompatibilities are faced if SAP ERP is not used.

It’s a unique package within itself which is separate from Oracle ERP

mySAP CRM supports ITSM compliant IT processes like incident ,problem ,change and knowledge management

NA

Better roadmap for Netweaver.Different functionalities can be seen clearly seen after the rollouts.

Fusion Middleware essentially represents a re-branding of many of Oracle products outside of Oracle's core database and applications-software offerings. the roadmap for Fusion Applications still has a lot of blank space in it – placeholders for as-yet unannounced acquisitions and partnerships.

SAP's advantage is building its own applications Oracle's strategy of acquiring or partnering to build its applications portfolio

In terms of executive satisfaction and employee satisfaction - SAP scored higher than Oracle

Oracle is implemented in less time and at a lower cost than SAP.

SAP is focused on helping people do their jobs better. Oracle is focused on helping computers do their jobs better

The implementation duration mySAP CRM system is around 6-8 weeks (rapid deployment solutions)

mySAP CRM has all the three functionalities embedded in one, you can customize the feature as per your requirement.

Vertical functionality : SAP's has experience in 28 verticals, and the software functionality to prove it

The implementation duration for a Siebel CRM system is around 12 weeks

It has modular implementation approach. Functionalities of sales, service and marketing can be implemented based on business needs.

Oracle has always lagged in providing deep vertical functionality, a fact acknowledged by the vertical focus of their acquisition and partnering strategy.