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Simple And PowerfulSAP CRM 2007-
SAP
SAP , /CRM
© SAP 2007 / Page 2
1 CRMSAP CRM2007
.AMR
SAP CRM 2007 –
SAP Web 2.0.
SAP CRM CRM2007 .
Gartner
Analyst View Press Comments
““
300+ 7,000
SAP CRM UI CRMSAP
SAP CRM.
Gartner
“
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SAP CRM 2007 -
:
2.5
:
160+
:
SAP CRM 2007
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SAP CRM 2007 – Simple And Powerful
(Flexible) (Comprehensive)
,
SSimpleimple AAndnd PPowerfulowerful(Simple)
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–
–
–
Web 2.0
Simple -Drives user adoption and productivity
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Powerful –Best-in-class CRM with the power of the back office
,
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And -The right solution for your business needs
– ,
–
– SOA(Service-Oriented Architecture)
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CRM 2007 Highlights
CRM User InterfaceCRM WebClient
Sales
Marketing
Service & Interaction Center
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CRM WebClient: User Interface
SAPGUI for Windows
People-Centric UI
IC Web Client
SAP CRM 2007
SAP CRM WebClient
SAP CRM WebClient SAP CRMUI .
CRM WebClient,
UI
SAP CRM on-demand UI
CRM
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Help sales professionals maintain focus on the right dealsDemo1
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SAP MRM :
Collaboration –cProjects and SAP NetWeaver™
Insights– leveraging SAP® xPD™
SAP NetWeaverKnowledge managementBusiness process managementPortal-based accessAnalytics
(Marketing Resource Management):
/ /( , , )( , , )
( , )
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SCM
(KPI)
:
Top down/Bottom up, , , ,
Deal – , , ,
:
:
(TPM: Trade Promotion Management.
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Market Development Funds SAP.
SAP CRM MarketingSAP CRM Partner Channel ManagementSAP CRM Funds ManagementSAP CRM Claims ManagementSAP CRM BillingSAP Business IntelligenceSAP ERP (FI/CO)
(MDF: Market Development Funds),
.
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1 2 3 4
RTOM
Demo2
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)
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Take Aways
SAP CRM
: SAP CRM
,
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Simple And Powerful
SAP CRM 2007
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CRM 2007 Sales - Building Blocks
Customer
Multiple deployment options
SAP CRM: sales capabilities
Web shop ChannelpartnersDirect mail Call
centerFieldsales
Close
Quoting
Pricing
Contracts
Target
Lead generation
Territorymanagement
Segmentation
Qualify
Opportunities
Sales process
Methodologies
Plan
Sales planning
Incentiveplanning
Forecasting
Branchesstores
Mobiledevices
POS andATMs
MeasureOperational
reporting
Analysis andsimulation
Compensation
E-sellingMobile sales TelesalesSales portals CRM Saleson-demand
Configuration
Ordermanagement
Relationshipmodeling
Activitymanagement
Proposals
Influencemodeling
Quota alignment
Advancedanalytics
Pipelineperformance
Quota attainment
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Selected SAP CRM Sales Customers
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Marketing analytics
CRM 2007 Marketing – Building Blocks
Marketing capabilities in SAP CRM
E-mail,sms PartnersDirect
mailCall
centerFieldsales
Customer
Predictiveanalytics
Leadmanagement
Lead generation
Lead qualification
Lead distribution
Segment and listmanagement
External listimport
Segments andlist mgmt.
Marketingattributes
Campaignmanagement
Multichannelexecution
E-marketing
Mkt. resourcemanagement
Strategy andplanning
Budget and costs
Measurementand reporting
Customeranalytics
Forecastingand planning
Branchesor stores
Optimizationand refinement
Productanalytics
Trade promotionmanagement
Business Planning& Perf Mgmt.
Trade Promotions
Retail Execution
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SAP CRM Marketing
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Service analytics
CRM 2007 Service – Building Blocks
SAP CRM: service capabilities
Web and e-mail
ServicepartnersDirect mail Interaction
center Field service
Customer
Servicecontractmgmt.
Service levelagreements
Entitlementcheck
Usage-based
contracts
Complaintsand returns
Knowledgemgmt.
Complaintand returnprocessing
Warehousemgmt.
integration
Serviceordermgmt.Serviceorder
quotation
Serviceorder
processes
Financialand logisticsintegration
Stores Servicedepots
In-houserepair
Inventorymgmt.
Repairprocessing
Qualitymgmt.
integration
Installedbase
mgmt.
Componenthierarchy
Installedbase
processing
Back-endintegration
Warrantymgmt.
Product andwarranty
registration
Claimprocessing
Warrantycheck
Resourceplanning
Appointmentscheduling
Absencesand
attendance
Integration:third-partyresources
Casemgmt.
Changerequestmgmt.
Caseprocessing
Activityprocessing
Servicecontractanalytics
Complaintsand returns
analytics
Serviceorder
analytics
In-houserepair
analytics
Installedbase
analyticsWarrantyanalytics
Resourceplanninganalytics
Case mgmt.analytics
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Interaction center analytics
CRM 2007 Interaction Center – BuildingBlocks
Interaction Center: capabilities
Web E-mailTelephony IVR
Customer
IC managementKnowledge
management
Process modeling
Communicationchannels
TelesalesAccount and contact
management
Activity management
Opportunitymanagement
Quotation andorder management
Customer serviceCustomer service
and supportComplaint
management
Help desk
Telemarketing
Campaign execution
Lead management
Personalization
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Thank you!