what is crm
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Short Presentation TitleSpeaker’s Name/Department (delete if not needed)Month 00, 2011
What’s New in SAP CRM Portfolio Update for Line of Business (LoB) Customer Solutions – Q1 2012Alexander Schroeter, Director, LoB CustomerWalldorf, January, 2012
© 2011 SAP AG. All rights reserved. 2
Mainstream Maintenance extended by 5 Years
Mainstream Maintenance for SAP Business Suite 7 core applications incl. SAP CRM and NetWeaver extended from 2015 till December 2020.
For longterm stability and investment protection.
Makes it easier for our customers to plan.
© 2011 SAP AG. All rights reserved. 3
SAP CRM is a comprehensive Solution, Today!
Partner Channel
Web Channel
Line ofBusiness
Sales Sales Planning & Forecasting
Sales Performance Management
Territory Management
Accounts & Contacts
Opportunity Management
Quotation & Order
Management
Pricing & Contracts
Incentive & Commission
Mgmt.Sales Analytics
MarketingMarketing Resource
Management
Segmentation & List Management
Campaign Management
Real-time Offer Management
Lead Management
Loyalty Management
Service Service Sales & Marketing
Service Contracts & Agreements
Installations & Maintenance
Customer Service & Support
Field Service Management
Returns & Depot Repair
Warranty & Claims
Management
Service Logistics &
Finance
Service Collaboration &
Analytics
Interaction Center
Channels
Marketing Analytics
MobileChannel
Social Media
Channels
© 2011 SAP AG. All rights reserved. 4
It’s Your Choice… and It’s Easy…
Enhancement Packages/Appl. Enhancement
Workbench
Intuitive and modern web based UI, Visualization of
data, Enterprise search, etc.
Cloud / On Demand
Rapid Deployment on premise
(also as cloud offering)3rd Party Partner
Solutions
Easy to enhance
Easy to expandEasy to deploy
Easy to use and consume
© 2011 SAP AG. All rights reserved. 5
SAP CRM Innovations in context with SAP Strategy
On Device
On Demand
On Premise
Technology Foundation
Collaboration Analytics Mobile
SAP Business ByDesign
LoB on Demand
Orc
hest
ratio
n
In-Memory Technology for High Volume Segmentation and Sales Pipeline Analysis
Process Innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program
Sales on DemandStreamWorkPartner Solutions such as SAVO
Mobility Applications for Sales, Service and MarketingMore Apps
© 2011 SAP AG. All rights reserved. 6
SAP CRM Innovations in context with SAP StrategyOn Premise
On Device
On Demand
On Premise
Technology Foundation
Collaboration Analytics Mobile
SAP Business ByDesign
LoB on Demand
Orc
hest
ratio
n
Mobility Applications for Sales, Service and MarketingMore Apps
Sales on DemandStreamWorkPartner Solutions such as SAVO
Process Innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program
In-Memory Technology for High Volume Segmentation and Sales Pipeline Analysis
© 2011 SAP AG. All rights reserved. 7
What‘s new in SAP EhP 2 for SAP CRM 7.0
Enhancement Package
Functionality
User interface
Functionality
Enterprise services
Enhancement Packages
“Pick and choose”Self-contained innovationIsolated testing effortBusiness case for target process
© 2011 SAP AG. All rights reserved. 8
BI Based High Volume Segmentation available (BW and BW-A)
Uploads no longer neededOn the fly calculation, aggregationUI Enhancements
SAP EhP 2 for SAP CRM 7.0 - What‘s New in Marketing
Marketing Permissions
© 2011 SAP AG. All rights reserved. 9
High Volume Customer Segmentation with BW and BW-A
Native Access to BW in High Volume Scenarios
Based on BW/BWAAggregation on the fly whilst segmentingData Uploads no longer requiredSegmenting on most recent data
New Analytical FeaturesTreemaps to visualize key figures in a multidimensional waySystem based proposal of filter ranges
UI EnhancementsDrag & Drop from chart to staging area & apply as filterDynamic attribute hierarchiesEnhanced F4 Help to find filter valuesExecution Plan
© 2011 SAP AG. All rights reserved. 10
Marketing Permissions
Adhere to country-specific regulations to avoid incurring costs due to non-complianceSend marketing material only to those customers who explicitly agreed to receiving such material and improve total customer experienceMarketing Permissions play a big role in
External List ManagementSegmentationCampaign ExecutionInteraction Center
The concept of Marketing Permissions enables SAP CRM marketing processes to be designated as Opt-In or Opt-Out processes.Existing concepts used to block contact to customers, such as per account, Central Block, or per communication detail with the designator Do Not Use are still available
© 2011 SAP AG. All rights reserved. 11
SAP EHP 2 for SAP CRM 7.0 - What’s New in Sales
(*) Also available for CRM 2007, 7.0, EhP1 through notes
Territory Management -rules processing performance (*)
Improved ERP integration through UI layer(requires ECC EhP6): (*)
ATP, campaign pricing,Credit card, billing plan, document flow activities
Enhanced performance of pricing (*)
Business Partner Search –performanceAccounts & Contacts –additional insight (assignment blocks) (*)Account hierarchy –performance (*)
UsabilityOne result direct displayCentral edit buttonField navigation
Advanced Returns Management (requires ECC EhP6)
© 2011 SAP AG. All rights reserved. 12
Advanced Returns Management - Integration Into SAP CRMProcess Sequence (High-level Description)
1. Initial creation of customer complaint in SAP CRM – Object “Complaint” as main-item– Optional: maintenance of returns specific data – With / without reference to ERP data
2. Creation of return request– Return request as sub-item– Mandatory: maintenance of returns specific data
3. Returns processing in SAP ERP – Automatic and/or manual creation of subsequent documents per process step such as creation of the
goods receipt, warehouse inspection or refund determination– Depending on the implementation/customizing of “Advanced Returns Management” the process is
supported by automated system actions and system alerts/warnings.
4. Monitoring returns progress throughout the process in SAP CRM
© 2011 SAP AG. All rights reserved. 13
Advanced Returns ManagementFollow-up processes in ERP
The following documents can be created manually or automatically in Advanced Returns Management:
Returns Order & Returns DeliveryGoods ReceiptWarehouse Inspection & Logistical Follow-Up documents (Goods Movement to Specified Stock / Scrap / Free Available Stock)Credit Memo Request & Credit MemoOutbound DeliveryReturns Purchase Order (to Vendor)Invoice Verification (based on vendor´s material inspection)Returns Purchase Order for Direct ShipmentReturns Stock Transport OrderSubsequent Delivery Free of Charge (SDF)Outbound Delivery for SDF & Goods Issue for SDFInternal / External Repair Order
© 2011 SAP AG. All rights reserved. 14
SAP EHP 2 for SAP CRM 7.0 - What’s New in Service
Parts Logistics &
Finance
Sales & Marketing for
Service
Service Contracts
Installations &
Maintenance
Customer Service & Support
Field Service Mgmt
Returns & DepotRepair
Warranty & Claim
Mgmt
SERVICE
Advanced Returns Management integration
Field Service Mobile (V1.0)
Marketing PermissionsLeasing: Account identificationUtilities:
Account identificationEnhanced product
proposalIntegration of ERP Service
Performance improvement in:Pricing using group
conditionsBusiness Partner searchiBase display
User-productivity in business transaction item processing
Leasing: Enablement of counters, service plan and service order for Full Service Leasing
© 2011 SAP AG. All rights reserved. 15
Customer Connection Program for CRMContinuous Improvement of Today’s Solutions
2 cycles. 26 Improvement Requests. 22 delivered.4 in progress.
– Usability enhancements (e.g. central edit, one-hit navigation, go-to assignment block menus)
– Functional and process enhancements (e.g. Marketing Permissions, CRM/ERP Integration, territory management performance enhancements)
– Features down-ported to lower releases (CRM 2007, CRM 7.0)
Positive customer resonance– Delivered improvements have already been downloaded by hundreds of
customers– Overall: „we are very pleased with the first results of Customer Connection“
(DSAG)– Territory Management: „report generation is 99% faster“
„processing is 230 times faster after importing the improvements“
Further information– service.sap.com/influence for program overview and improvement updates
Improvement
Today’s Solution
Incremental Improvements
© 2011 SAP AG. All rights reserved. 16
Customer Connection CRM: Cycle 1
# Title Description Status Delivery
1 Territory Management Improve process times for re-aliging large complex territories
Available See Note 1596482
2 Groupware Integration Improvements for the installation and management of server based groupware integration
MS Exchange: AvailableLotus Domino: Open
See Note 1664070
3 Mail Form – translation deletion
Possibility to delete translations of mail forms
Available >=CRM 2007, See Note:1658819
4 Mail Form – originallanguage
Make language of a mail form selectable on creation
Available >= CRM 2007, See note1605731
5 Cross CRM – One-hit direct display
If a search result contains only one hit, this should be displayed directly. A resultlist is not required.
Available >=CRM 2007See Note 1658819
6 Cross CRM – central edit button
A button for changing the mode for all Assignment blocks in a document
Available >=CRM 2007, See note 1602520
7 Cross CRM – smart value helps
Smart value help for all fields Available Available in 7.0 for simple value help fields. No down-port due to technical restrictions
© 2011 SAP AG. All rights reserved. 17
Customer Connection CRM: Cycle 1
# Title Description Status PlannedDelivery
8 Cross-CRM – Display field keys
Key values are to be displayed-keys for values in drop down boxes/F4 assistance is not available
Available Support Pack: SAPK-60012INCRMUIF, SAPK-70008INWEBCUIF(note 1486503 available, but SP is recommended)
9 Cross CRM – „Goto assignment block“ menu
To avoid the scroll, should jump off by branch marks to each Assignment block
Available OSS Note: 1554307
10 Cross CRM – Previousitems
Open previous worked on object Available Available with CRM 7.0, no downport to CRM 2007 due to technical considerations
11 Cross CRM – formatted notes
Texts should be formatted in the Web UI
Available Available with CRM 7.0 EhP1 no downport due to technical considerations
12 Cross CRM – field navigation
Direct jumping to the next mandatory field.
Available(Personalized field tabbing achieves this in EhP1)
CRM 7.0 EhP1 no down port due to technical considerations
© 2011 SAP AG. All rights reserved. 18
Customer Connection Cycle 2 Topic 1 – Marketing permissions
Available in CRM 2007 (CRM 6.0), CRM 7.0, CRM 7.01 and CRM 7.02 Delivered in SPsBusiness Function: CRM_MKT_PERMISSIONDetails can be found in note 1574230https://service.sap.com/sap/support/notes/1574230
Topic Requirement Status Delivery Plan
Cross There should be enhancements for handling customer data privacy and managing marketing permissions (e.g. opt in/opt out to marketing e-mails, “do not call”). These enhancements would improve the handling of marketing permissions in CRM, including:
• Customer Master data: Enhanced maintenance of marketing permission information per marketing communication channel (e.g. email, fax, call center, sms)
• Marketing: Consideration of marketing permission information in marketing processes (e.g. segmentation, campaign execution, external list management)
• Interaction Center: Consideration of marketing permission information in interaction center processes (e.g. customer identification, call list management)
Available :6.0SP10
7.0SP10
Ehp1SP5
Ehp2 SP01
© 2011 SAP AG. All rights reserved. 19
Customer Connection Cycle 2Topic 2 – CRM / ERP Integration
Topic Requirement Status Delivery Plan
CRM/ ERPIntegration
Display ATP (available-to-promise) information with traffic light indicators
AvailableCompleted. See OSS
Note 1593527
CRM / ERPIntegration
Enable campaign dependent pricing for ERP Orders in CRM WebUIAvailable
Tested and documented
CRM / ERPIntegration
Make billing plan available in CRM Web UI for ERP transactions (contract and order).
In ProgressDelivery
TBD
CRM / ERPIntegration
Enable credit card support for ERP order in CRM Web UI In Progress PendingDelivery
TBD
CRM / ERPIntegration
Improved Doc Flow (1. Display Activities in document flow on ERP Side | 2. Display Activities in additional Assignment Block for ERP docs in CRM UI)
In Progress PendingDelivery
TBD
Campaign Dependent Pricing- Documentation can be found athttp://help.sap.com/saphelp_crm700_ehp01/helpdata/en/89/a57d00c95740e8a8914cb756e2362e/frameset.htm
© 2011 SAP AG. All rights reserved. 20
Customer Connection Cycle 2Topic 3 – Cross CRM topics Sales/Service – Part I
Topic Requirement Status Delivery Plan
CRM / Cross topics
CRM Cross Topic Advanced SearchThe Advanced Search should be enhanced by adding search criteria Belonging To “My ...”, “My Colleagues...”, “My Team...”. / Synchronization
Available see Note 1622166
ITSM - Incident Workflow / Cross
Action log (Change user, Change date, Change time, Action, Old value, New value) Chronological sort by default. Sort-able on all columns. Table display with filter / sort.
AvailableSee Note 1606936
Sales 360 Degree Customer ViewComplaints Assignment Block should be available in the Account overview page and the Leads Assignment Block in Contact overview.
AvailableSee
Note 1606486 (Leads)
See Note 1608974
(Complaints)
© 2011 SAP AG. All rights reserved. 21
Customer Connection Cycle 2Topic 3 – Cross CRM topics Sales/Service – Part II
Topic Requirement Status Delivery Plan
Service Help Desk & Service Request ManagementWhen proposing a list of knowledge articles, a mouse-over tooltip shall show a content summary in order to easily determine the relevant knowledge article
AvailableSee Note 1619457
Text Management
Text Editor in CRMSizeable editor area for memos (fixed size of text field with more than 3 lines - more like 20 lines) for incident, problem, opportunity, service order, campaign, business partner+ how to for additional objects.
Available See Note 1650347
Service Help Desk & Service Request ManagementThe Service Monitor, should offer additional fields in search and searchresult views: Creation Date, Change Date, Posting Date
Available See Note 1620470
Sales/Marketing
It should be possible to create a target group from Account search result lists for follow up usages such as mail campaigns.
In Progressper note / or support pack
(TBD)
CRM Sales / Order Management
The cursor in the CRM Web UI should automatically be positioned on the product id field of the next line item after the user enters the product id, quantity or unit and hits "return."
Available EhP1: Tab Sequence in tables – See note1601570
© 2011 SAP AG. All rights reserved. 22
‚On Premise‘ Innovations outside of EhP2
1) Web Channel Experience Management
2) Social Media Consulting Packages
3) Rapid Deployment Solutions within LoB Customer
© 2011 SAP AG. All rights reserved. 23
Web Channel Experience Management
New Web Channel Platform: Web 2.0, Extensible, Interactive UI, Configuration Tool, Enhanced Product CatalogE-Commerce: Enhanced Payment Methods (e.g. PayPal), Quick Check OutE-Marketing: Personalized Recommendations, Campaign ManagementE-Service: Guided Flows, “My Support” Home Page, Community Management, Knowledge Management
© 2011 SAP AG. All rights reserved. 24
Customer Experience with a Social Touch
Enabling Viral MarketingLoyalty on Facebook
Enabling Social Commerce
Product Reviews & Ratings
Facebook & Web Channel
Extending Reach through Social Channels
Facebook Marketing
Product Connect on Facebook
Social & Transactional Confluence
Twitter ServiceTwitter Marketing
© 2011 SAP AG. All rights reserved. 25
What are SAP Rapid Deployment Solutions?
SAP Rapid Deployment Solutions are solution packages:
Contain everything that is needed for a quick implementation project - typically :
Complete and ready to run SAP software supporting typical customer requirementsPre-configured implementation services at fix pricesPre-configured contentProven ‘best practices ‘ and automated scriptsA wealth of supporting materials such as detailed descriptions of scope and functionalities, methodology, training material, configuration guide
Have a fix scopeAre exactly and detailed described
Are quick to implementWithin maximal 90 days
Are flexible to useOn-Premise, On-Cloud, on Mobile (*)
Reduce cost, complexity and risk* Offered with Sybase Mobile Sales for SAP CRM
Confidential
© 2011 SAP AG. All rights reserved. 26
SAP brings together market leading software and services in a new offering that gives our customers compelling CRM functionality quickly and affordably.
Preconfigured software and service
Modular and well described scope with proven sales, marketing and service processes
Rapid implementation in 8 weeks
Affordable and flexible pricing1000 EUR per user OR 30+x EUR per user per month
Global hosting available
Example: CRM Rapid Deployment SolutionValue Proposition in a Nutshell
Marketing Sales Service
Best Practices ConsultingERP
Integration
SAPCRM Rapid
Deployment Solution
CRM RDS reduces complexity and risk by providing a compelling solution at predictable cost in 8 weeks. Customers have all relevant information upfront and prepare, approve, start and realize CRM projects faster than ever before; with all the advantages of an integrated solution and the option to grow CRM strategically and without compromise.
© 2011 SAP AG. All rights reserved. 27
Marketing Sales Service
Campaign Management
(incl. Segmentation and External List
Management)(optional)
Lead Management
(optional)
Opportunity and Pipeline
Performance Management
(optional)
Integrated ERP Order and Quotation
Management(optional)
Lead Management(optional)
Interaction Center Service Request
Management(incl. Knowledge Articles)
(optional)
CRM RDS functional Scope and modular Service Offering*Customer’s pick from the modular CRM RDS Service Offering according to their Priorities - Implementation in 8 Weeks!
Only available for existing SAP SD customers
FoundationAccount and Contact Management,
Activity Management,Integration with customer’s SAP ERP system or master data import for CRM standalone deployment
CRM Interactive Reporting(optional)
*Service cost depend on country. Listed prices are valid for Germany.
© 2011 SAP AG. All rights reserved. 28
Functionality
Deployment
Payment
Service
SAP CRM 7.0 is the Industry Leading Solution Offering
Customer LocationPrivate Cloud Customer Infrastructure
Monthly pay as you go Regular User License
SAP CRM Rapid Deployment Solution – You have the Choice!Options to create Your CRM Solution
Sales Marketing Service
SAP Services SAP Certified Partners
Options to select other SAP RDS Packages or upgrade to Enterprise CRMSAP Business Communications Management RDS
SAP Sybase Mobile Sales RDS
Other SAP RDS Packages such as Embedded Analytics RDS (August 2011)
Packages
Partner
Hosted On-Demand Appliance Model On Premise
Subscription Perpetual
SAP Services Certified Partners
SAP
© 2011 SAP AG. All rights reserved. 29
The SAP CRM journey typically starts with CRM RDS
SAP CRM RDS FOUNDATION
SalesSelect the necessary Sales, Service & Marketing functionality
It all starts with the foundation
Marketing Service
Embedded Analytics RDS
Sybase Mobile Sales RDS
Continue to enhance your solution via additional RDS packs
Go deep with industry & use case specific RDS offerings
BCM RDS
New business cases are being added continuously
SAP CRM Enterprise
Trade Promotion RDS
eCareRDS
Hana/CRMRDS
© 2011 SAP AG. All rights reserved. 30
SAP CRM Innovations in Context with SAP StrategyOn Demand
On Device
On Demand
On Premise
Technology Foundation
Collaboration Analytics Mobile
SAP Business ByDesign
LoB on Demand
Orc
hest
ratio
n
Mobility Applications for Sales, Service and MarketingMore Apps
Sales on DemandStreamWorkPartner Solutions such as SAVO
Process Innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program
In-Memory Technology for High Volume Segmentation and Sales Pipeline Analysis
© 2011 SAP AG. All rights reserved. 31
SAP Sales OnDemandDesigned for Salespeople and the Way they sell Today
Sales Productivity
Sales Automation
Analytics
Collaboration
ERP Integration
User Experience
Sales OnDemand
© 2011 SAP AG. All rights reserved. 32
SAP Sales OnDemandMehr unter www.onDemand.com
© 2011 SAP AG. All rights reserved. 33
Introducing SAP StreamWork for seamless Enterprise wide and cross-Enterprise Web 2.0 Collaboration
Cohesive: Bring order to chaos• Unite people, information and proven business approaches• Collaborate within or across companies• Work with the applications you use today
Results-Driven: Transform teamwork into results• Apply structure to teamwork with brainstorming, strategizing and
decision making tools• Bring in the facts: Share documents and work with enterprise
data • Drive to quick, successful outcomes and learn from prior work
Easy, Secure, and Extensible• Easy to try, buy and use – Be productive in minutes due to on-
demand availability• Safe for your business – SSL encryption in the cloud; advanced
security and provisioning for on-premise application integration*• Open architecture to create activity streams (feeds), templates,
business tools and 3rd party/SAP application integrations** Requires IT integration using built-in APIs and SAP StreamWork enterprise edition if advanced security is required
© 2011 SAP AG. All rights reserved. 34
Use Case: Close a Sales Deal using SAP StreamWork Integration for SAP CRM
1Define the outcome desired or start with a prior activity
Work with the right information: web, desktop, enterprise systems
5
2
3
4
6
7
8 Create a work activity
Invite the right people
Apply structure with included templates and business tools
Iterate, discuss and analyze
Confirm the outcome or decision
Document the outcome and save all project details
How do we get our customer to buy our new product?
From a SAP CRM opportunity, initiate a SAP StreamWork activity for strategizing.
Invite sales, customer service and the external implementation partner.
Perform a stakeholder analysis. Brainstorm strategy approaches, rate the pros and cons for each and select a strategy.
Bring in prior sales information from SAP CRM. Partner shares original work proposals for reference.
Analyze prior sales data to understand average price per user. Discuss open support issues and define path for resolving.
Proposal created, discussed and finalized.
Outcome is documented. All information is saved for similar sales deals.
SAPStreamWork
© 2011 SAP AG. All rights reserved. 35
SAP CRM in context with SAP StrategyOn Device
On Device
On Demand
On Premise
Technology Foundation
Collaboration Analytics Mobile
SAP Business ByDesign
LoB on Demand
Orc
hest
ratio
n
Mobility Applications for Sales, Service and MarketingMore Apps
Sales on DemandStreamWorkPartner Solutions such as SAVO
Process innovations with EhPsRapid Deployment SolutionsWeb Channel Experience ManagementCustomer Connection Program
In-Memory Technology for High Volume Segmentation and Sales Pipeline Analysis
© 2011 SAP AG. All rights reserved. 36
Bringing Order to Chaos with Sybase Unwired Platform
Custom Applications
SAP and Partner Applications
Connect Consume
Databases
Web Services
Create
Eclipse
Sybase Unwired Platform
J2EE Connector Architecture
Software Applications
Files
Control
Management Console Afaria
SAP Applications
© 2011 SAP AG. All rights reserved. 37
Available and planned Apps
SAP ERP Sales Order NotificationSAP ERP Material AvailabilitySAP ERP Customer and ContactsSAP ERP Order StatusSAP ERP Customer Financial Fact SheetSAP ERP Quality IssueSAP ERP Payment ApprovalsSAP ERP Citizen ConnectSAP CRM SalesSAP CRM Customer BriefingSAP CRM Loyalty Shopping AssistantSAP CRM Field ServiceSAP CRM Sales on DemandSAP CRM Retail ExecutionSAP HCM ApprovalsSAP HCM Leave RequestsSAP HCM Employee LookupSAP HCM Time CaptureSAP HCM Interview AssistantSAP HCM Manager InsightSAP HCM Performance AssistantSAP HCM Travel Receipt CaptureSAP HCM Travel Expense ApprovalSAP SRM Cart ApprovalSAP SRM Supplier SearchSAP EAM Work Order mobileSAP Travel ReportSAP Business OneSAP Electronic Medical RecordSAP TM Transport TrackerSAP TM Transport TenderingSAP Business Analytic Applications Interactive Player
© 2011 SAP AG. All rights reserved. 38
Example 1: SAP CRM Sales AppMobilize your Sales Force – Also available as Rapid Deployment Solution
SAP CRM Sales App for iPhone, iPad, Blackberry, Windows mobile
Account management
Contact management
Lead management
Activity management
Opportunity management
Native app integration (calendar, contacts, maps, phone)
Reports (top opportunities, opportunities at risk, sales pipeline)
Demo version can be easily downloaded from Apple’s App Store!
© 2011 SAP AG. All rights reserved. 39
Example 2: Customer Briefing App360° Customer View for Briefing Purposes through Combination of Data from different Sources such as Internet, SAP CRM and Capability to further analyse
© 2011 SAP AG. All rights reserved. 40
Mobile user interface designed for field engineers to quickly complete their tasks
New Assignments from SAP CRM Service server are pushed to the mobile device
Integrates with maps, calendar, phone, and email features on the mobile device
Critical information regarding Service order along with in-flight changes are
available on mobile device
Field Engineer can use the device to debrief the order and shorten the billing cycle
Built on industry leading Sybase Unwired Platform
Windows Mobile application with complete offline support
Example 3: SAP Field Service App
V3V2V1Service OrdersAssignmentsConfirmationsMapsCalendarWindows Mobile
SurveysVan stockInstall BaseActivitiesAccountAndroid
PeripheralsKnowledge ManagementContractsReportsApple iOS
© 2011 SAP AG. All rights reserved. 41
SAP CRM – Where are we Today?Easy to use, fast to deploy, positively recognized!
Analyst Recognition Award Winning
Easy to Use
“SAP has successfully evolved the on premise CRM software over the past three years” Gartner
“SAP is a sensible shortlist candidate” Gartner
SAP is a Leader in Forrester CRM Wave“…strong across the board for sales, marketing, partner channel management, customer service, and analytics… “
“Any SAP customers intending to implement or upgrade any time in the next 12 to 18 months should look no further than SAP CRM.” AMR
Our sales reps rave about the improved ease-of-use of the SAP CRM solution.”
“
The new UI is the best - I am a huge fan.” Blog on BPX“The reps are fantastic with the new system. More users are requesting access every day.“Users love the new system… the UI is much better than Siebel.”“
During our CRM 2007 rollout training there were times when spontaneous applause erupted.”
“
Fast to Deploy
Leader in four categories of 2009 CRM Market Awards (CRM Magazine):
Thrilled Users @ SAP
Hi Jim,I know our reps here in Canada are thrilled with their new tool… This is just so exciting.
Suzanne Montgomery, SAP Canada
Rapid Adoption
45+ % greateradoption vs. previous release
Number of actual CRM users doubled in 2 years
40% new customers added in last 2 years
© 2011 SAP AG. All rights reserved. 42
Aberdeen Research finds that SAP CRM customers outperform non-SAP CRM customers across a number of KPI's for the Sales Line of Business
Sales organizations that use SAP CRM outperform their peers in sales forecast accuracy, YOY change in annual revenue, quota attainment, % of reps making quota, lead conversion rate, reducing reps non-selling time, annual revenue, average sales cycle time, and revenue per account/customer by a wide margin.A short while ago, Aberdeen Research came to us with an interesting and unsolicited observation. While surveying 500+ sales organizations for a recent study on optimizing sales performance they uncovered a few highly compelling statistics on the performance of SAP CRM customers versus all the rest. Here’s what they found: The results of their survey clearly revealed that of the respondents, “Those that identified SAP as their CRM provider performed much stronger than all other companies across a number of KPIs.”
© 2011 SAP AG. All rights reserved. 43
SAP CRM Is Rapidly Innovating in Many Dimensions
On-premise Industry Processes
Private CloudCloud / On Demand
Mobile
Social CRM
On-premise Rapid Deployment
3rd Party Partner Solutions
In-memory Computing
Thank You!
Contact information:
Alexander SchroeterDirector, LoB Customermailto:[email protected]: +49 175 22 40 30 4
© 2011 SAP AG. All rights reserved. 45
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