a guide to new and enhanced capabilities for sap crm on-premise
TRANSCRIPT
Introduction/Purpose
Learn how to leverage your existing SAP CRM On-Premise investment by taking
advantage of the newest features and enhancements
Find out how you can influence and participate in SAP’s roadmap for SAP CRM
Hear about SAP’s new Fiori user interface and determine whether it might be a
good fit for your organization
Discover what options are available for improving your SAP CRM performance by
taking advantage of SAP HANA
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Roadmap and Direction for SAP CRM On-Premise
Mainstream maintenance of Business Suite/CRM on-premise extended until 2025
SAP continues to develop and enhance CRM on-premise
Customer Connection allows customers to request product enhancements
SAP’s next generation user interface, Fiori, leverages industry standards like HTML5 and OData Services to run
on any device (laptop/tablet/smartphone)
Desktop Connection for SAP CRM provides an alternative to client-side Groupware for Outlook/Notes
integration
CRM on HANA can improve search performance and call center performance by up to 5X, while also enabling
real-time CRM/ERP reporting and analytics
SAP Hybris commerce capabilities complement and extend SAP CRM on-premise Marketing, Sales, Service
SAP plans to renovate and simplify CRM on-premise starting already in 2015
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Desktop Connection for SAP CRM Positioning and Overview
• Keeps data in sync between
Microsoft Outlook/IBM (Lotus)
Notes and SAP CRM including
offline mode
• Accounts
• Contacts
• Appointments
• Personal tasks
• Emails
• Leads*
• Opportunities*
* Requires Enterprise Edition (additional
license)
The new “Desktop Connection for SAP CRM” solution connects SAP CRM with the way users work
every day
Desktop Connection for SAP CRM Integration with Microsoft Outlook/IBM Notes
Users work in Microsoft Outlook or IBM Notes
• Require ability to manage a subset of CRM data to support day-to-day tasks
• Manage calendar appointments, accounts, and contacts back to CRM
• Keep data in sync between MS Outlook/IBM Notes and SAP CRM
• Get offline access to synchronized CRM data
Partnership with invisibleCRM
• SAP is teaming up with a new partner called invisibleCRM
• invisibleCRM is a provider of technology integrating enterprise applications with personal user
environments
• Desktop Connection for SAP CRM integrates with MS Outlook and IBM Notes leveraging the
invisibleCRM SYNC PLATFORM
Desktop Connection for SAP CRM Enterprise Edition (Additional License Required)
Major enhancements in enterprise edition compared to professional edition (separate license
necessary, material number 7017842)
• Synchronization of opportunities
• Synchronization of leads
• Support of n:m relationships between accounts and contacts
• Multiple text types for accounts, contacts, appointments, leads, and opportunities
• Synchronization of recurrent appointments from Outlook to CRM
• Optional synchronization of any SAP business objects in customer
implementations (in the Professional Edition only existing objects can be
enhanced)
See blog for more info:
http://scn.sap.com/community/crm/blog/2014/11/22/desktop-connection-for-sap-crm-faq
Desktop Connection for SAP CRM is a combination of:
• Connector (connects to particular back-end API via SAP Gateway)
• invisibleCRM’s invisibleSync Platform
• Customization package (defines business logic, pulled from CRM)
OData API
• Web interface as OData service published by SAP Gateway
Desktop Connection for SAP CRM Architecture Overview
NetWeaver Business Suite Windows OS
SAP CRMOData
API
Invisible CRM
Windows Office Outlook
RInternet(Intranet)
RR
Conn
ecto
r
Invi
sibl
e Sy
nc
App
Logi
c
R
Desktop Connection for SAP CRM Synchronization and Conflict Resolution
Two ways to launch synchronization
Automatic synchronization interval can be maintained
In addition, users can start synchronization manually
Built-in conflict resolution
Manual and/or automatic conflict resolution (on object/field
level) is maintained in customizing and can be adjusted
Default settings
– For master data CRM wins
– For appointment Outlook/Notes wins
– In case of empty and non-empty fields, the non-empty field wins
Desktop Connection for SAP CRM Required Components
The following software components are mandatory
• SAP Gateway 2.0 SP07 and higher – Gateway Business Enablement and Event Publishing
Component IW_BEP on SAP CRM back-end server
• SAP Gateway 2.0 SP07 and higher – Gateway Core Component on Gateway Hub
• ABAP Add-on for the Desktop Connection for SAP CRM on the SAP CRM back-end server
• Desktop Connection for SAP CRM 2.0 as MS Outlook/IBM Notes add-in
Supported MS Outlook versions
• Outlook 2007, Outlook 2010, Outlook 2013
Supported IBM Notes versions
• IBM Notes 8.5, IBM Notes 9
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
SAP Fiori: Keeping “Simple Things” Simple
1-1-3 (1 user, 1 use case, 3 screens) • Solve the right problem
• Know and provide context
• Provide meaningful data integration
All sizes, devices, versions, channels • Designed to adjust to the device form-factor
• Design with mobile mindset
• Consistent user experience across mobile, tablet, and desktop
Apps that speak the same language • Provide coherence for common activities
• Provide brand coherence
Low barrier to adoption • Enabling customers to adapt and users to personalize
• Deployable to users ideally in one day
• End-to-end extensibility
De-composition into task-based experience • Provide one entry point for the user
Responsive
Simple
Coherent
Instant
Value
Role-based
Fiori Apps for CRM Sales Professional Business Role
Scope
Accounts
Contacts
Leads
Opportunities
Tasks
Appointments
Notes and Collaboration
Sales Pipeline Simulation and Tracking
Operational Sales Analysis Reports
See blog for more info:
http://scn.sap.com/community/crm/blog/2014/10/14/five-things-you-need-to-know-about-fiori-for-crm
SAP Smart Business for sales performance management
SAP Fiori Apps for Sales and Marketing
My Accounts My Tasks My Contacts My Leads
My Notes
My Opportunities
My Appointments
Simulate
Sales
Pipeline
Track
Sales
Pipeline
Activities Top Opportunities Leads Sales Performance
Sales Rep (CRM)
My Leads My Opportunities
Transactional
Analytical
Factsheet
SAP Smart Business
Sales Rep (SD) My Quotations My Contacts
My Quotation
Pipeline
Create
Sales Orders
Change
Sales Orders
Track
Sales Orders
Check Price and
Availability
Track
Shipments Customer Invoices
Sales Group
Contract
Release Target
Groups Marketing Manager
New Capabilities in Q1/2015 (Fiori CRM 1.0 SP05 – Wave 7)
My Accounts*
• Display sales orders from SAP
ERP
• Create task or appointment directly
from the account
• Display and maintain marketing
attributes
My Opportunities
• Create opportunity as follow-up from opportunity
• Display transaction type info
*SAP CRM 7.0 EHP3 SP07 required
My Appointments
• Create opportunity, appointment,
or task as follow-up from
appointment
• Display appointments from other
team members
• Change the employee responsible
• Display transaction type info
My Tasks
• Create opportunity, appointment, or task as follow-up
from task
• Display transaction type info and change status per task
Create Your Own Custom Fiori-Style Apps
• In addition to the over 360
individual Fiori apps provided by
SAP, customers can also create
their own Fiori-style HTML5 apps
and embed them in the SAP Fiori
Launchpad
• See blog for details:
http://bit.ly/1uknceY
The custom “Fiori-style” Field Service App shown above is a third-party
offering from an SAP partner.
Overview of SAP Fiori Apps Rapid-Deployment Solution Fiori Apps – Keeping “Simple Things” Simple
Knowledge Transfer Get the
know how to add more users,
more apps, and more devices
on your own
Services
Fixed time, fixed scope, and fixed
price implementation using SAP best
practices delivered via SAP or
Partner
SAP’s NetWeaver Platform
Gain access to SAP
Gateway services and SAP UI5 user
experience by configuration content
SAP Fiori Apps
52 SAP Fiori apps – prepackaged
instant value apps that increase
employee productivity across multiple
business functions
SAP Smart Business for Sales Order Fulfillment (ERP SD Fiori App)
With SAP Small Business for Sales Order Fulfillment sales reps can resolve the
following types of issues:
Incomplete data
Unconfirmed quantities
Credit blocks
Billing blocks
Delivery blocks in sales orders and other delivery issues
Shipping blocks in deliveries and other shipping issues
Invoice issues and accounting issues for invoices
SAP Smart Business for Sales Order Fulfillment (ERP SD Fiori App) (cont.)
With SAP Small Business for Sales Order Fulfillment sales reps can resolve the
following types of issues: (cont.)
Check availability and confirm ordered quantities
Remove billing blocks at the header or item level and if required, edit
payment terms
Release or re-check credit blocked orders and deliveries
Create delivery documents for complete or partial deliveries
Trigger the shipping process: remove shipping blocks and resolve other shipping
issues
Post goods issue
Create accounting and invoice documents
SAP Smart Business for Sales Order Fulfillment Launchpad
To access the SAP Smart Business for
Sales Order Fulfillment app, the key user
must create one or more KPI tiles
The tiles are displayed on a launchpad,
and you can design them to suit the
business needs of internal sales
representatives
When creating tiles, you provide custom
titles and use filter criteria to display
specific information such as the following:
• Top 3 customers
• Threshold
• Sales organization
• Customer
SAP Smart Business for Sales Order Fulfillment Issues List
View issues specific to each process stage: in
order, in delivery, in invoice
SAP JAM
Save Tile
Search
Search for specific issues using criteria such as
customer details or requested delivery date
Navigate to sales order processing details
Sort
With the sort function you can sort your list
according to different criteria
SAP Smart Business for Sales Order Fulfillment Issue Details
Reject a sales order
List with all issue for the sales order
Issue details on header and item level
Resolve issue, e.g., Remove Delivery Block
Open the corresponding document in the
back-end system (e.g., order, delivery, etc.)
Navigate to fact sheets (sales order, customer)
SAP Smart Business for Sales Order Fulfillment Navigate to Back-End ERP System to Resolve Issues
For example, navigate to the back-end
system in order to work with the
incompletion log
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Introducing SAP CRM powered by SAP HANA
CRM Optimized for HANA
• Optimized access to all core CRM Objects
• Fast and flexible search capabilities,
reliable response times throughout CRM
Analytics
• High volume, high performance reporting in CRM
• Integrated reporting client, complementing BW and SAP
BusinessObjects tools
Analytics
• Fast adoption of HANA innovations for CRM
• Platform for HANA-based Customer Engagement applications
• On-Premise or Cloud
SAP CRM 7.13 on HANA (SAP EHP3 for SAP CRM 7.0
powered by SAP HANA)
Search Performance
SAP Suite on HANA Highlights
A search in a CRM system is the most common use
case. Typical searches are for lists, not single items.
Improvements in search performance have a direct
benefit for user productivity.
Up to
115x
Operational Reporting
Operational Reporting and Monitoring available in real
time, based on granular business data, for business
users. Zero latency for insights into current business
operations.
Additional DB Compression
All CRM tables are stored in HANA column store. Data
compression technology in the HANA column store
significantly reduces the table size.
65%
Cloud Activation Time
RDS packages reduce the activation time of a CRM on
HANA instance in the SAP HANA Enterprise Cloud to 1.5
days.
No Database Indices Required
Using HANA database makes all database indices
obsolete. This can save up to 50% of database size in
typical customer systems using classical DBs.
0
Faster Call Center Performance
Call Center Performance improved in several areas of
processing interactions (e.g., account retrieval and
searches for registered product) 5x
Up to
1,5
days
Zero
Latency
Insights
Quotation Creation … Without HANA
Typical process today …
Create
Quotation
Search for:
Customer contact history, sales order history,
invoice and payment history
Search for:
Suitable products, product information
Calculate and adjust price and
discount
Customer Information Search
Product Information Search
Pricing
Start quotation creation
Sales Rep
Issues:
Search in different sources
Searches are time consuming
Search results need to be converted to quotation contents
Business impact: Imprecise quotation contents, no personalized offers
Quotation Creation … with HANA
… and with Suite on HANA
Create
Quotation
Search for:
Customer contact history, sales order history,
invoice and payment history
Search for:
Suitable products, product information
Calculate and adjust price and
discount
Customer Information Search
Product Information Search
Pricing
Start quotation creation
Sales Rep
Additional Benefits:
Improved quote-to-order conversion rate with context-based recommendations
Reduced key performance indicators for sales with detailed analysis and forecasts of conversion rate and time
Higher customer satisfaction and retention with individually tailored offers
Competitive advantage through better customer sales experience
Customer Interaction Center … Without SAP HANA
Typical process today …
Interaction Center
IC-
Man
ag
er
Incoming call
Account search
Accept call Search for: Ibase; Iobject
Search for: Products
Search for: Order Transactions
Call Center Analytics
Several reports + BI
Call close
Call Resolution
Customer Information Search
Search: Knowledge Base
Issues:
Searches are time consuming
Calls are prolonged with slow searches
Business impact: Call handling times increase
Customer Interaction Center … with SAP HANA
… And with Suite on HANA
Interaction Center
IC-
Man
ag
er
Incoming call
Account search
Accept call Search for: Ibase; Iobject
Search for: Products
Search for: Order Transactions
Call Center Analytics
Several reports + BI
Call close
Call Resolution
Customer Information Search
Search: Knowledge Base
Additional Benefits:
Accelerated searches
IC Work Distribution Dashboard
Enrich with outside data, including unstructured
HANA-Based Extensions – Work Distribution By Employee
The Inbox Work Distribution – By Employee displays information about items employees are working on as well as unassigned items
for which a processor is needed
SAP CRM Hana-Based Analytics: Overview
Available with CRM EHP3 SP05, SAP
HANA Live Q3 2014 and Fiori for SAP
CRM SP03 (Wave V):
CRM Virtual Data Models
More than 40 Query Views for SAP
BusinessObjects and other analytics clients
Cross VDMs for Sales Orders, Invoices, and
Credit Memos which allow analysis of CRM and
ERP data in one report
More than 400 reuse, private, and value help
views
CRM Embedded Analytics
SAP HANA Live Reports: Self-Service
analytics for embedding of reports in overview
and homepages of CRM Web UI
SAP HANA Live Dashboards: Embedding of
multiple HANA Live Reports with shared filtering
SAP Fiori Reports: Generic Fiori Customer
Report client to display CRM HANA Live
Reports.
HANA Live Reports Embedded in Accounts, Opportunities, and Campaigns
Business Case
Overview pages for Accounts,
Opportunities, and Campaigns can be
used as analytical 360 degree view by
embedding SHL Reports
Key Capabilities
• Wizard for embedding of reports in
overview pages
• Pre-filtered data based on any data field
that is available in the business object
and the report (e.g., Account ID,
Employee Responsible, etc.)
• Direct navigation from the report to the
business object
Key Benefit
Embedding of pre-filtered analytical views into the overview pages of Account, Opportunity, and Campaign
HANA Cross VDM (Virtual Data Model) CRM/ERP
Business Case
The cross VDM enables any kind of
analytical client to join data from CRM
with ERP and to do basic cross analytics
for:
• Opportunities and Sales Orders
• Customer Invoices
• Customer Credit Memos
Key Capabilities
• Cross VDM for CRM and ERP maps
Accounts, Products, and Organizations
from both systems and allows analysis
of data from both sources in one report
• VDM consumption is possible with
SAP BusinessObjects clients, CRM
WebUI embedded analytics (=SHL
Reporting), and Fiori Customer
Reports App
Scope for SAP HANA Live for SAP CRM EHP3 SP05
Authorization for Interactive Reporting/SAP HANA Live Reports
All documents where the user is employee responsible
Mangers see all documents of their org unit and their own documents
For power user authorization with ACE separate VDMs are available for joins
in customer-specific VDMs
Extensibility
Interactive Reporting: Defining new or extending existing VDMs is possible
using Transient InfoProviders
SAP HANA Live Reports: Defining new or extending existing VDMs is possible
by introducing new OData Services based on XS-Engine
Key Message
• Accelerates CRM embedded analytics as part of CRM on HANA or HANA side by side
• More than 40 VDM Query Views (including three cross VDMs for CRM/ERP analysis) for SHL Reporting, Interactive Reporting, or SAP
BusinessObjects tools to consume VDMs outside of CRM Web UI
• More than 400 VDMs (reuse, private, value help views) are available in CRM 7.0 EhP 3 SP05 or in CRM on HANA
Marketing (EHP2 SP8)
Leads
Campaigns
Contact Tracking
Sales (EHP2 SP8)
Opportunity
Sales Order
Sales Quotation
Sales Contract
Sales Performance Management
Interaction Center (EHP2 SP8)
Interaction records
Service (EHP2 SP8)
Complaint
Service Problem
Service Request
Service Order
Defining SAP CRM HANA Live Reports
Extend or model new SAP HANA Live Query Views in HANA Studio
Create SAP CRM HANA Live Reports in CRM Web UI
Usage of published reports in CRM Web UI or Fiori
HANA Expert CRM Analytics
Key User
CRM Business User
(e.g., Sales Representative)
Key Activities
• Definition of Filters/Parameters
• Selection of Dimensions and Measures
• Selection of Chart Layout
• Sorting on Dimension and Measures
• Deployment and embedding per business role
Key Activities
• Extension of SAP query views
• Definition of new query views based and
OData Services on SAP Reuse views
• Testing of the new VDMs and OData Services
• Expose new query views in CRM customizing
Key Activities
• Definition of Filters
• Selection of Dimensions and Measures
• Selection of Chart Layout
• Sorting on Dimension and Measures
Existing Stack
SAP HANA Live Deployment Options
Customers can add new analytics capabilities immediately without disruption to their existing landscape. Any investment today will be
valid for SAP Business Suite powered by SAP HANA.
SAP Business Suite (ERP, CRM, SCM, …)
SAP Front End
SAP HANA
Sidecar Approach
AnyDB
SAP Business Suite (ERP, CRM, SCM, …)
SAP Front End
Replication
BOBJ
HTML 5
Any Front End
SAP HANA Live
Integrated Stack
BOBJ
HTML 5
Any Front End
SAP HANA
SAP HANA Live
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Influence SAP
Customers can influence SAP via:
• Influence Council
• Customer Engagement Initiative
• Customer Connection
Fair and transparent process for
customers to submit product
enhancement requests to SAP
Customer Connection at a Glance
Improvement
Today’s Solution
Customer Connection
Improvements
Channel for incremental enhancements and improvements of products and
solutions SAP customers are using today
Suitable for small enhancements deliverable via Notes and SAP Support
Packages for easy and fast adoption
Open to SAP User Groups/Customer Communities
Customer-driven program, with clear responsibilities on both sides
Collaboration in a project approach:
Customers to request a Focus Topic project
Customers collect and submit Improvement Requests in defined Focus Topic projects
38 qualified Improvement Request with at least five “subscribed customers”
19 delivered improvements
Most Recent Customer Connection Focus Topic for CRM (CRM WebClient UI and BCM Usability)
6
Delivered, 19
Handed over, 2
Rejected, 12
Scoped, 5 Scoped; 17
Cancel a Running Search
Improvement Request: D5164
Improvement:
A new « Cancel » button allows the user
to stop a search that is running for too
long.
Status:
Delivered with SAP Note 2044841
From WEBCUIF 701 and up
Automatic “Save”
Improvement Request: D5028
Improvement:
The texts entered in the text areas and the input
fields will be saved in front-end local storage for
overview pages and reloaded when needed.
Status:
Delivered with SAP Note 2046890
From WEBCUIF 701 and up
Ability to Have Colors on Results List
Improvement Request: D4953
Improvement:
Allow the developer to set an arbitrary
background color in a table cell or
column.
Status:
Delivered with SAP Note 1937399
From WEBCUIF 701 and up
Customer Connection “CRM 2015” Focus Topic Timeline
Collection of Improvement Requests Selection of improvement
requests for implementation
Improvements’ development (delivery as
Notes/SP)
Productive use in customers’
systems
Collect Select Develop Use
Kick-Off Final Call
Selection Call Delivery Call Decision
Meeting
Provide feedback on
productive use
Provide feedback in development and
support testing
Detailed analysis and
decision on
implementation
Development and delivery
of notes and support
packages
Continuous improvement of the
Customer Connection process Follows, moderates, and
comments on improvement
request
Submit improvement requests,
subscribe for
IR prioritization
SAP Customers
Project Team
End August
2014
End October
2014
~ Beg. January 2015 ~ Q3 2015
open project workspace
2014
close project workspace
End Oct 2014
Beg Dec. 2014
Customers
Speaker’s Corner Sessions
Improvement Finder
Find delivered improvements easily by using:
www.sapimprovementfinder.com
Agenda
Introduction
Desktop Connection for SAP CRM
SAP Fiori UX
SAP HANA
SAP Customer Connection Program
Wrap-up
Where to Find More Information
http://wiki.scn.sap.com/wiki/display/CRM/Collaterals
SAP Desktop Connection collaterals
http://scn.sap.com/community/crm/blog/2014/11/22/desktop-connection-for-sap-crm-faq
John Burton, “Desktop Connection for SAP CRM” (SCN, November 2014).
http://scn.sap.com/community/crm/blog/2014/10/14/five-things-you-need-to-know-about-fiori-for-crm
John Burton, “Seven Things You Need to Know About Fiori for SAP CRM” (SCN, October 2014).
http://marketplace.saphana.com/p/1811
SAP CRM on SAP HANA
http://scn.sap.com/community/crm/blog/2014/07/31/you-asked-for-it-sap-delivers-twenty-four-24-cool-new-crm-
enhancements
John Burton, “You Asked for it, SAP Delivers: Twenty-Four (24) Cool New CRM Enhancements!” (SCN, July
2014).
https://influence.sap.com/CRM2015
SAP Customer Connection Program: CRM2015 Focus Topic
– Registration required
7 Key Points to Take Home
SAP has extended mainstream maintenance of CRM on-premise until 2025, and SAP is
continuing to actively develop and enhance CRM on-premise.
Desktop Connection for SAP CRM provides an alternative to client-side Groupware for
Outlook/Notes integration.
SAP’s next generation user interface, Fiori UX, leverages industry standards like HTML5 and
OData Services to run on any device (laptop/tablet/smartphone).
Customers can create their own Fiori-style apps and/or take advantages of Fiori starter packages
such as SAP’s Fiori Rapid Deployment Solution (RDS).
CRM on HANA can improve search performance and call center performance by up to 5X, while
also enabling real-time CRM/ERP reporting and analytics.
The SAP Customer Connection program allows customers to nominate and vote on product
enhancements suggestions.
Customers can monitor the SAP Improvement Finder to find the latest CRM on-premise
enhancements and new features.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
John Burton
Twitter: @burtonjohn
© 2015 SAP SE or an SAP affiliate company.
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