SAP Cust omerRel at i onshi p ManagementSolution Map Solution MapRelease SAP CRM 7.0SAP Cust omerRel at i onshi p ManagementSAP Cust omerRel at i onshi p ManagementWeb ChannelInteraction CenterPartner ChannelManagementMarketingMarketingResourceManagementSegmentation&List ManagementSal esSalesPlanning&ForecastingSalesPerformanceManagementTerritoryManagementAccounts&Servi ceServiceSales &MarketingServiceContracts &AgreementsInstallations&MaintenanceSAP 2010 / Page 2SAP Cust omerRel at i onshi p ManagementTrade PromotionManagementBusiness CommunicationManagementCampaignManagementReal-Time OfferManagementLead ManagementLoyaltyManagementAccounts&ContactsOpportunityManagementQuotation&OrderManagementPricing&ContractsIncentive&CommissionManagementTime &TravelCustomerService &SupportField ServiceManagementReturns &Depot RepairWarranty &ClaimsManagementServiceLogistics&FinanceServiceCollaborati on,Analytics,Optimizati onSAP Cust omerRel at i onshi p ManagementMarketingMarketing ResourceManagementMarket ResearchBudget PlanningScenario PlanningMarketing Planning andBudgetingBudget ControlProduct and BrandPlanningSegmentation & ListManagementMultiple Data SourceAccessHigh Speed Data SearchPreview ListsPre-Filtered/PersonalizedAttribute ListsSampling and SplittingEmbedded PredictiveModelingCampaign ManagementCampaign PlanningGraphical CampaignModelingCampaign OptimizationCampaign SimulationMarketing CalendarCampaign-SpecificPricingMultichannel CampaignExecutionSAP 2010 / Page 3SAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableCost and VolumePlanningMarketing Plan AnalysisMarketing CalendarMarketing OrganizationWorkflow and ApprovalModelingPersolalizedFiltersQuick CountsSegment DeduplicationSuppression FiltersTarget GroupOptimizationClustering(continued)ExecutionMultiwaveCampaignExecutionEvent-TriggeredCampaign ExecutionReal-Time ResponseTrackingCost/Financial ReportingPersonalized (E)MailsBounce HandlingCall Lists(continued)SAP Cust omerRel at i onshi p ManagementReal-Time OfferManagementOffer PortfolioManagementReal-Time EventDetection andRecommendationInteraction AssistanceSelf Learning andOptimization MechanismOffer SimulatorData Mapping ToolConfiguration andMigration ToolOffer PerformanceLead ManagementMultiple InteractionChannelsAutomated QualificationRule-Based DistributionLead DispatchingWeb-Based LeadGenerationLead PartnerManagementMass GenerationLoyalty ManagementLoyalty ProgramManagementLoyalty CampaignManagementReward RuleManagementMembershipManagement in WebChannelMembershipPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comCost/Financial ReportingOffer PerformanceAnalyticsAgent PerformanceAnalyticsChannel PerformanceAnalyticsMass GenerationResponse RecordingLead SurveysAutomatic Generation ofFollow-Up ActivitiesLead AnalysisMembershipManagement inInteraction CenterMembershipManagement in CRMWebClientUIMember Activities andPoints ManagementSAP Cust omerRel at i onshi p ManagementMarketingMarketing ResourceManagementSegmentation & ListManagementData MiningDecision TreesABC AnalysisList Management - ListFormat MappingDuplicate ChecksPostal ValidationCampaign ManagementCampaign ROIInteractive ScriptingTarget Group AnalysisCampaign AnalysisSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableData CleansingData EnrichmentList QualityLead and ActivityImportsList AnalysisSAP 2010 / Page 4SAP Cust omerRel at i onshi p ManagementReal-Time OfferManagementLead Management Loyalty ManagementPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comSAP Cust omerRel at i onshi p ManagementSalesSal es Pl anning& Forecasti ngStrategicPlanningFlexibleModelingRollingForecastCollaborativePlanningSupply ChainIntegrationSal esPerformanceManagementPipelinePerformanceManagementTerritoryManagementMarketSegmentationTerritoryAssignment &SchedulingTerritory/OrganizationalMappingRule-BasedSynchronization for MobileAccounts &ContactsVisit PlanningFact SheetInteractionHistoryActivityManagementEmail & FaxIntegrationOpportunityManagementOpportunityPlanningTeam SellingCompetitiveInformationAccountspecific SalesProcessesAutomaticBusinessSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableIntegrationPlanning-CycleMonitoringPerformanceReviewsSales Planning& ForecastingGuidesAccountPlanning(continued)n for MobileDevicesSales Analysisby TerritoryInterface toThird-PartyTerritoryPlanning ToolsIntegrationRelationshipManagementMarketingAttributesCustomer-specific PricingAccountPlanning(continued)BusinessPartnerAssignmentPricingActivitiesFollowTransactionsProductConfiguration(continued)SAP 2010 / Page 5SAP Cust omerRel at i onshi p ManagementOpportunityManagementOpportunityPlanningTeam SellingCompetitiveInformationAccount-specific SalesProcessesAutomaticBusinessQuotation &OrderManagementQuotationsPackageQuatationOrder CaptureAutomaticBusinessPartnerAssignmentPricing &ContractsValue &QuantityContractsSalesAgreementsAuthorizedCustomersContractCompletionIncenti ve &CommissionManagementDirect &Indirect SalesCompensationIncentive PlanModelingConfigurationTemplatesRoll UpHierarchies/IndirectParticipantsContracts andAgreementsHandlingTime & TravelTimeReportingExpenseReportsReceiptItemizationTrackReceipts,Mileage,Deductions &BorderCrossingsIntegration withPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comBusinessPartnerAssignmentPricingActivitiesFollow-UpTransactionsProductConfiguration(continued)Order StatusTrackingPricingPrice ChangeApprovalOrderValidationCheck(continued)CompletionRulesCollaborativeContractNegotiationRelease OrderProcessingCancellationHandling(continued)HandlingIndividual PlanExceptionsTargetAgreementAdjustmentsPosting andSettlementCommissionSimulationCommissionStatusManagementIntegration withActivityManagementCostAssignmentSAP Cust omerRel at i onshi p ManagementSalesSal es Pl anning& Forecasti ngOpportunityPlanningSal esPerformanceManagementTerritoryManagementAccounts &ContactsCustomerAnalysisAccountClassificationData QualityManagementOpportunityManagementAnticipatedRevenueBuying CenterSales ProjectManagementOpportunityHierarchiesSales Process& SellingMethodologiesSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableMethodologiesOpportunityAnalysisSAP 2010 / Page 6SAP Cust omerRel at i onshi p ManagementOpportunityManagementAnticipatedRevenue (Buying CenterSales ProjectManagementOpportunityHierarchiesSales Process& SellingMethodologiesQuotation &OrderManagementCreditManagement &Credit CheckPayment CardProcessingAutomatedFollow-UpProcessesProductAuthorization &Pricing &ContractsFulfillmentSynchronizationAutomaticBusinessPartnerAssignmentProductConfigurationIncenti ve &CommissionManagementTime & TravelPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comMethodologiesOpportunityAnalysisAuthorization &RestrictionProductConfigurationBill of MaterialAvailabilityCheckRebates(continued)ContractStatusTrackingCreditManagement &Credit CheckPricingCustomer-specific Pricing(continued)SAP Cust omerRel at i onshi p ManagementSalesSal es Pl anning& Forecasti ngSal esPerformanceManagementTerritoryManagementAccounts &ContactsOpportunityManagementSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableSAP 2010 / Page 7SAP Cust omerRel at i onshi p ManagementOpportunityManagementQuotation &OrderManagementBillingFulfillmentSynchronizationQuotation andOrder AnalysisCross-/UpsellingReordering/ListPricing &ContractsPromotionalPricingContractAnalysisIncenti ve &CommissionManagementTime & TravelPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comReordering/ListingsWeb CatalogSAP Cust omerRel at i onshi p ManagementServiceServi ce Sal es &MarketingServiceCatalogsServiceMarketing &CampaignsServiceOpportunityManagementServiceSolutionSellingServi ceContracts &AgreementsServiceAgreementMangementServiceContractManagementUsage BasedContractManagementService LevelManagementInstal lati ons &Mai ntenanceInstalled Base& ObjectsManagementInstallation &ConfigurationCounter &ReadingsManagementService PlanManagementCustomerServi ce &SupportServiceRequestsProcessingKnowledgeManagementCaseManagementComplaintsProcessingField Servi ceManagementService OrderManagementResourcePlanningServiceConfirmationManagementSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableSelling ManagementSAP 2010 / Page 8SAP Cust omerRel at i onshi p ManagementField Servi ceManagementService OrderManagementResourcePlanningServiceConfirmationManagementReturns &Depot RepairReturnsProcessingLoanerManagementIn-HouseRepairProcessingQualityManagementIntegrationWarranty &ClaimsManagementWarrantyManagementWarrantyClaimProcessingRecallManagementServi ceLogisti cs &FinanceLogisticsIntegrationService PartsManagementFinancialIntegrationBillingServi ceCollaboration,Analyti cs,OptimizationMultichannelIntegrationSOA readyserviceprocessesBusinessWorkflow,Alerts, RulesServiceForecasting,Planning,AnalysisPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comAnalysisSAP Cust omerRel at i onshi p ManagementTrade Promotion ManagementHeadquarter Planning &BudgetingChannel and CustomerStrategy DevelopmentBusiness PerformanceManagementPortfolio ManagementFunds AllocationTrade FundsManagementFunds DeterminationFunds CheckbookFunds ManagementFunds UsagesAccount Management &Trade Promoti onPlanningAccount PlanDevelopmentPromotion GuidelinesMarketing CalenderTrade PromotionPlanningSAP Product AvailableSAP Product Available with Future ReleasesFuture FocusPartner Product AvailablePartner Product Available with Future ReleasesCollaborative Business Map AvailableSAP 2010 / Page 9SAP Cust omerRel at i onshi p ManagementAccount Management & Account Sell-in &Promotion PlanExecuti onAgreementsSell-inField Sales ManagementOrder ManagementTrade Claims &Payments ManagementPeriod End Rebates andWrite-OffsPromotion ValidationClaims ManagementAccurals ManagementEval uati on & AnalysisBrand/ProductPerformancePromotion EffectivenessField Sales MonitoringConsumer InsightPartner Product Available with Future ReleasesSxx,Vxx,Bxx SAP Product & ServicePxx Partner ProductFor more information see: http://www.sap.comBusi ness Obj ec t i vesMain Process: Business Obj ectives:Account Management & Trade PromotionPlanningImproving Customer Service Strengthen partnerships and account management Improved quality and accuracyIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve cash management, minimize borrowing Improve collections, reduce receivables Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Avoid multiple disparate systems for multi Optimally allocate trade fundsSAP 2010 / Page 10Business Obj ectives:Improving Customer ServiceStrengthen partnerships and account managementImproved quality and accuracyIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove cash management, minimize borrowingImprove collections, reduce receivablesEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesAvoid multiple disparate systems for multi-channel interactionsOptimally allocate trade fundsBusi ness Obj ec t i vesMain Process: Business Obj ectives:Account Sell-in & Promotion PlanExecutionImproving Customer Service Improved quality and accuracy Strengthen partnerships and account managementIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve collections, reduce receivables Improve cash management, minimize borrowing Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Close the loop on payments and deductions Optimally allocate trade fundsAccounts & Contacts Improving Customer Service Strengthen partnerships and account management Provide a single face to the customer Personalized customer interactionIncreasing Revenue Improve customer retention and loyaltySAP 2010 / Page 11Business Obj ectives:Improving Customer ServiceImproved quality and accuracyStrengthen partnerships and account managementIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove collections, reduce receivablesImprove cash management, minimize borrowingEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesClose the loop on payments and deductionsOptimally allocate trade fundsImproving Customer ServiceStrengthen partnerships and account managementProvide a single face to the customerPersonalized customer interactionIncreasing RevenueImprove customer retention and loyaltyBusi ness Obj ec t i vesMain Process: Business Obj ectives:Campaign Management Increasing Revenue Develop new markets Improve sales lead generation and process Gain market share Efficient campaign planning and managementCustomer Service & Support Improving Customer Service Improve service quality Streamline service operations Improve service speedReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Reduce administration, improve business processes Reduce order processing costsSAP 2010 / Page 12Business Obj ectives:Increasing RevenueDevelop new marketsImprove sales lead generation and processGain market shareEfficient campaign planning and managementImproving Customer ServiceImprove service qualityStreamline service operationsImprove service speedReducing Operating Costs & Increasing EfficiencyReduce administration, improve business processes Reduce administration, improve business processesReduce order processing costsBusi ness Obj ec t i vesMain Process: Business Obj ectives:Evaluation & Analysi s Improving Customer Service Improved quality and accuracy Strengthen partnerships and account managementIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve collections, reduce receivables Improve cash management, minimize borrowing Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Close the loop on payments and deductions Optimally allocate trade fundsField Service Management Improving Customer Service Improve service quality Improve service speedImproving Service Delivery Improve service qualityLowering Working Capital Integrated service/repair schedulingReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Reduce order processing costsSAP 2010 / Page 13Business Obj ectives:Improving Customer ServiceImproved quality and accuracyStrengthen partnerships and account managementIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove collections, reduce receivablesImprove cash management, minimize borrowingEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesClose the loop on payments and deductionsOptimally allocate trade fundsImproving Customer ServiceImprove service qualityImprove service speedImproving Service DeliveryImprove service qualityLowering Working CapitalIntegrated service/repair schedulingReducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesReduce order processing costsBusi ness Obj ec t i vesMain Process: Business Obj ectives:Headquarter Planning & Budgeting Improving Customer Service Improved quality and accuracy Strengthen partnerships and account managementIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve collections, reduce receivables Improve cash management, minimize borrowing Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Close the loop on payments and deductions Optimally allocate trade fundsIncentive & Commission Management Increasing Revenue Improve retention of sales personnelSAP 2010 / Page 14Business Obj ectives:Improving Customer ServiceImproved quality and accuracyStrengthen partnerships and account managementIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove collections, reduce receivablesImprove cash management, minimize borrowingEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesClose the loop on payments and deductionsOptimally allocate trade fundsIncreasing RevenueImprove retention of sales personnelBusi ness Obj ec t i vesMain Process: Business Obj ectives:Installations & Maintenance Improving Customer Service Improved quality and accuracy Improve service qualityImproving Service Delivery Better service levels Reduce error rate Faster access to relevant informationIncrease Speed & Efficiency Automate - eliminate errors due to manual processesIncreasing Revenue Improve customer retention and loyalty Improve customer retention and loyaltyReducing Operating Costs & Increasing Efficiency Automation and standardization of business processesLead Management Improving Customer Service Collaborate with business partnersIncreasing Revenue Improve sales lead generation and process Develop new markets Extend market shareSAP 2010 / Page 15Business Obj ectives:Improving Customer ServiceImproved quality and accuracyImprove service qualityImproving Service DeliveryBetter service levelsReduce error rateFaster access to relevant informationIncrease Speed & Efficiencyeliminate errors due to manual processesIncreasing RevenueImprove customer retention and loyalty Improve customer retention and loyaltyReducing Operating Costs & Increasing EfficiencyAutomation and standardization of business processesImproving Customer ServiceCollaborate with business partnersIncreasing RevenueImprove sales lead generation and processDevelop new marketsExtend market shareBusi ness Obj ec t i vesMain Process: Business Obj ectives:Loyalty Management Increasing Revenue Efficient campaign planning and management Enable cross-sell/up Improve customer retention and loyalty Provide competitive service offerings Gain market shareReducing Operating Costs & Increasing Efficiency Collaborate with business partners Optimize customer interaction Lower communications expensesIncreasing Revenue Marketing Resource Management Increasing Revenue Gain market share Improve customer retention and loyalty Reduce time-to-market & volumeSAP 2010 / Page 16Business Obj ectives:Increasing RevenueEfficient campaign planning and managementsell/up-sell capabilityImprove customer retention and loyaltyProvide competitive service offeringsGain market shareReducing Operating Costs & Increasing EfficiencyCollaborate with business partnersOptimize customer interactionLower communications expensesIncreasing Revenue Increasing RevenueGain market shareImprove customer retention and loyaltymarket & volumeBusi ness Obj ec t i vesMain Process: Business Obj ectives:Opportunity Management Improving Customer Service Collaborate with business partners Improve forecast accuracy Provide a single face to the customer Improved quality and accuracy Shorten proposal/quotation cycle Strengthen partnerships and account managementIncreasing Revenue Improve sales lead generation and process Maximize profitability by customer Improve retention of sales personnel Improve retention of sales personnelReducing Operating Costs & Increasing Efficiency Reduce transaction costsPricing & Contracts Improving Customer Service Better service levels Improve forecast accuracy Provide a single face to the customerIncreasing Revenue Improve customer retention and loyalty Improve order fill rateSAP 2010 / Page 17Business Obj ectives:Improving Customer ServiceCollaborate with business partnersImprove forecast accuracyProvide a single face to the customerImproved quality and accuracyShorten proposal/quotation cycleStrengthen partnerships and account managementIncreasing RevenueImprove sales lead generation and processMaximize profitability by customerImprove retention of sales personnel Improve retention of sales personnelReducing Operating Costs & Increasing EfficiencyReduce transaction costsImproving Customer ServiceBetter service levelsImprove forecast accuracyProvide a single face to the customerIncreasing RevenueImprove customer retention and loyaltyImprove order fill rateBusi ness Obj ec t i vesMain Process: Business Obj ectives:Quotation & Order Management Improving Customer Service Shorten proposal/quotation cycleIncreasing Revenue Improve order fill rate Improve RFQ/RFP processesReducing Operating Costs & Increasing Efficiency Reduce order processing costs Reduce transaction costsSAP 2010 / Page 18Business Obj ectives:Improving Customer ServiceShorten proposal/quotation cycleIncreasing RevenueImprove order fill rateImprove RFQ/RFP processesReducing Operating Costs & Increasing EfficiencyReduce order processing costsReduce transaction costsBusi ness Obj ec t i vesMain Process: Business Obj ectives:Real-Time Offer Management Improving Customer Service Improve customer retention and loyalty Personalized customer interaction Support multi-channel interactionIncrease Speed & Efficiency Better decisions with accurate and up Flexible, fast and accurate analysis Speed innovative products / designs to marketIncreasing Revenue Maximize profitability by customer Improve customer retention and loyalty Improve customer retention and loyalty Enable cross-sell/up Support multi-channel interaction Improve sales lead generation and processReducing Operating Costs & Increasing Efficiency Integrate processes across divisions and functions Ensure more effective sales execution Increase productivity Optimize customer interactionSAP 2010 / Page 19Business Obj ectives:Improving Customer ServiceImprove customer retention and loyaltyPersonalized customer interactionchannel interactionIncrease Speed & EfficiencyBetter decisions with accurate and up-to-date informationFlexible, fast and accurate analysisSpeed innovative products / designs to marketIncreasing RevenueMaximize profitability by customerImprove customer retention and loyalty Improve customer retention and loyaltysell/up-sell capabilitychannel interactionImprove sales lead generation and processReducing Operating Costs & Increasing EfficiencyIntegrate processes across divisions and functionsEnsure more effective sales executionIncrease productivityOptimize customer interactionBusi ness Obj ec t i vesMain Process: Business Obj ectives:Returns & Depot Repair Improving Customer Service Streamline service operations Improve service speedImproving Service Delivery Improve service qualityReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Reduce cost of servicesSales Performance Management Increasing Revenue Maximize profitability by customerReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processesSales Planning & Forecasting Improving Customer Service Improve forecast accuracyIncreasing Revenue Maximize profitability by customerReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processesSAP 2010 / Page 20Business Obj ectives:Improving Customer ServiceStreamline service operationsImprove service speedImproving Service DeliveryImprove service qualityReducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesReduce cost of servicesIncreasing RevenueMaximize profitability by customerReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesImproving Customer ServiceImprove forecast accuracyIncreasing RevenueMaximize profitability by customerReducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesBusi ness Obj ec t i vesMain Process: Business Obj ectives:Segmentation & List Management Increasing Revenue Improve customer retention and loyalty Gain market share Maximize profitability by customerReducing Operating Costs & Increasing Efficiency Lower communications expenses Reduce administration, improve business processesService Contracts & Agreements Improving Service Delivery Better service levelsIncrease Speed & Efficiency Increase Speed & Efficiency Automate - eliminate errors due to manual processesIncreasing Revenue Improve customer retention and loyalty Maximize profitability by customerReducing Operating Costs & Increasing Efficiency Automation and standardization of business processes Reduce error rate by use of automated processes Reduce cost of servicesSAP 2010 / Page 21Business Obj ectives:Increasing RevenueImprove customer retention and loyaltyGain market shareMaximize profitability by customerReducing Operating Costs & Increasing EfficiencyLower communications expensesReduce administration, improve business processesImproving Service DeliveryBetter service levelsIncrease Speed & Efficiency Increase Speed & Efficiencyeliminate errors due to manual processesIncreasing RevenueImprove customer retention and loyaltyMaximize profitability by customerReducing Operating Costs & Increasing EfficiencyAutomation and standardization of business processesReduce error rate by use of automated processesReduce cost of servicesBusi ness Obj ec t i vesMain Process: Business Obj ectives:Service Sales & Marketing Improving Customer Service Collaborate with business partners Improved quality and accuracy Shorten proposal/quotation cycle Improve forecast accuracyIncreasing Revenue Maximize profitability by customerTerritory Management Improving Customer Service Raise competitive barriers to entry Strengthen partnerships and account managementIncreasing Revenue Increasing Revenue Improve sales lead generation and processReducing Operating Costs & Increasing Efficiency Reduce travel related expenseSAP 2010 / Page 22Business Obj ectives:Improving Customer ServiceCollaborate with business partnersImproved quality and accuracyShorten proposal/quotation cycleImprove forecast accuracyIncreasing RevenueMaximize profitability by customerImproving Customer ServiceRaise competitive barriers to entryStrengthen partnerships and account managementIncreasing Revenue Increasing RevenueImprove sales lead generation and processReducing Operating Costs & Increasing EfficiencyReduce travel related expenseBusi ness Obj ec t i vesMain Process: Business Obj ectives:Trade Claims & Payments Management Improving Customer Service Improved quality and accuracy Strengthen partnerships and account managementIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve collections, reduce receivables Improve cash management, minimize borrowing Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Close the loop on payments and deductions Optimally allocate trade fundsSAP 2010 / Page 23Business Obj ectives:Improving Customer ServiceImproved quality and accuracyStrengthen partnerships and account managementIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove collections, reduce receivablesImprove cash management, minimize borrowingEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesClose the loop on payments and deductionsOptimally allocate trade fundsBusi ness Obj ec t i vesMain Process: Business Obj ectives:Trade Funds Management Improving Customer Service Improved quality and accuracy Strengthen partnerships and account managementIncreasing Revenue Maximize profitability by customer Gain market shareLowering Working Capital Improve collections, reduce receivables Improve cash management, minimize borrowing Efficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing Efficiency Reduce administration, improve business processesWarranty & Claims Management Improving Customer Service Streamline service operations Improve customer satisfaction through faster credits from approved warranty claimsImproving Service Delivery Reduce administration, improve business processes Reduce error rate Better service levels Improve service quality Faster access to relevant informationSAP 2010 / Page 24Business Obj ectives:Improving Customer ServiceImproved quality and accuracyStrengthen partnerships and account managementIncreasing RevenueMaximize profitability by customerGain market shareLowering Working CapitalImprove collections, reduce receivablesImprove cash management, minimize borrowingEfficient promotion planning and trade spendingReducing Operating Costs & Increasing Efficiency Reducing Operating Costs & Increasing EfficiencyReduce administration, improve business processesImproving Customer ServiceStreamline service operationsImprove customer satisfaction through faster credits from approved warranty claimsImproving Service DeliveryReduce administration, improve business processesReduce error rateBetter service levelsImprove service qualityFaster access to relevant informationNo part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofmay be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendMicrosoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9,eServer, 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