Upload
david-martinez-gomez
View
256
Download
5
Tags:
Embed Size (px)
DESCRIPTION
Introduction to MySAP CRM
Citation preview
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1
Introduction to mySAP CRM
mySAP CRM Overview
Case Study
Why choose mySAP CRM?
Speaker: Louisa Morassutti
Duration:
Section 1: 15 minutes
Section 2: 10 minutes
Section 3: 10 minutes
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 2
Course Agenda
Topics:1. Introduction to mySAP CRM
2. Foundation & Architecture
3. mySAP CRM Analytics
4. mySAP CRM Marketing
Topics:5. mySAP CRM E-Commerce
6. mySAP CRM ChannelManagement
7. mySAP CRM Sales
8. mySAP CRM Interaction Center
Topics:9. mySAP CRM Service
10. mySAP CRM Field Applications
11. mySAP CRM for Industries
12. mySAP CRM Implementation & Operation
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 3
Introduction to mySAP CRM: Unit Objectives
At the conclusion of this unit, you will be able to: Explain how mySAP CRM fits into the enterprise ecosystem
with mySAP Business Suite Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address
challenges faced by customers
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 4
Introduction to mySAP CRM: Business Scenario
Competitive markets, demanding customers and the need to optimize internal processes put companies under great pressure. They are now looking for a software solution which provides seamless end-to-end integration, offers the functionality required by their industry and can be flexibly deployed.
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 5
What is CRM?
Customer Relationship Management (CRM)is a business strategy aimed at optimizing
customer-facing activities for the greatest impact on business success
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 6
mySAP CRM as Part of the mySAP Business Suite
mySAP Business Suite and the Enterprise Ecosystem
mySAP SCM
mySAP PLM
mySAP CRM
mySAP SRM S a l e
s
O
r
d
e
r
&
D
e
l
i
v
e
r
y
M
a
n
a
g
e
m
e
n
t
mySAP ERPFinancials
Human ResourcesCorporate Services
Operations
Maintenance & Quality
Inventory & Production
Purchase Order
Managem
ent
SAP NetWeaver
Product & Services
Customer
M
u
l
t
i
c
h
a
n
n
e
l
SupplyChain Partner
Partner
Operations & Administration
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 7
Departments of an Enterprise Driving Customer Interactions
Which departments of an enterpriseare involved in
customer-facing activities?
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 8
Customer Related Activities in Marketing
Key Processes Campaign Management Customer Segmentation Lead Management E-Marketing Trade Promotion Management
(TPM) Marketing Planning and
Analytics
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 9
Customer Related Activities in Sales
Key Processes Sales Order Management,
Quotations and Contracts Account and Contact
Management Opportunity and Pipeline
Management Task and Activity Management Incentives and Commissions
Management Leasing Sales Planning and Analytics
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 10
Customer Related Activities in Service
Key Processes Service Request, Service Order
and Contract Management Complaint Management Case Management Installed Base Management
Knowledge Management Workflow and Escalation
Management Workforce Management Professional Services Service Planning and Analytics
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 11
Customer Interaction Channels
Which channelsdoes an enterprise use to interact with
customers?
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 12
Customer Interaction Channels
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 13
Deep Industry Processes go Beyond Data and Presentation Layers
BusinessProcessesProduct
BusinessPartner
What do I sell or service?
How do I sell or service?
Why is it important to consider industry-specific requirements?
Materials and Sets in Consumer Products
Vehicles in Automotive Consultants in
Professional Services
Orders in Consumer Products
Cases in Public Sector Contracts in Utilities
Citizen in Public Sector Physicians in
Pharmaceuticals Stores in Retail Retailer and Consumer in
Consumer Products
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 14
Manufacturing Industries Customer and Vehicle Relationship
Management (Automotive) Trade Promotion Management
(Consumer Products) Channel Sales Management
(High Tech) Value Based Detailing,
Contracts and Chargeback(Pharmaceuticals)
Sales Against Contracts(Oil & Gas)
Asset Services Portal(Industrial Machinery &Components)
Lean Batch Management(Process Industries)
Service Industries Professional Services
(Service Providers) Intellectual Property
Management,Campaign Management for Advertising and Subscriptions(Media)
Sales Management forCommercial and Industrial Customers(Utilities)
Case Management(Public Sector, Financial Services, Telco)
Constituent Services (Public Sector)
Contract Sales in Dealer Portal(Telco)
Leasing Customer Oriented Banking and
Insurance Services ...
INDUSTRY-SPECIFIC
CRM
Key Industry Processes within mySAP CRM
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1
Introduction to mySAP CRM
mySAP CRM Overview
Case Study
Why choose mySAP CRM?
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 2
66mySAP CRMChannel Mgmt
Channel manager creates lead, partner
creates order
Analyst looks at the sales distribution and classifies customers
33mySAP CRMAnalytics
44 Marketing manager creates a target group
and a marketing campaign
mySAP CRMMarketing
Customer calls,IC agent creates
complaint
Case Study of mySAP CRM Solution Overview
88
mySAP CRMInteraction
Center
mySAP CRM
Solution
55Customer makes
purchase in Web shop
mySAP CRME-Commerce
Sales order is replicated to SAP Enterprise and delivery takes place
77mySAP CRMSalesService rep creates service
order and assignsappointment to service
technician
99 mySAP CRMService
mySAP CRMField Appl.
1010Service technicianprovides solution
to customer
Note: Numbers correspond to chapters
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1
Introduction to mySAP CRM
mySAP CRM Overview
Case Study
Why choose mySAP CRM?
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 2
Why choose mySAP CRM:1. Support of Seamless End-to-End Processes
CRM Processes Across the Value Chain
Powered by NetWeaver
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 3
Why choose mySAP CRM:2. Best Industry-Specific Capabilities
Industry-Specific Solutions as Strategy
30 years of industry expertise Best practices developed with largest customer base
and joint development projects with leading organizations
Powerful organization in place across 23 industries Largest partner ecosystem
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 4
Why choose mySAP CRM:
Customers start according to their priorities,realize fast ROI and expand solutions step-by-step
SAP Customers Quick Steps to CRM Value
mySAP CRM Platform
CampaignAutomation
Field Sales -OMS
OutboundTelesales
Interactive Selling
Product Proposal
mySAP CRM @ Customer Site
3. Modular Deployment Enables Fast Return on Investment
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 5
Sample Solution Maps: CRM Enterprise
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 6
Sample Solution Maps: mySAP CRM Sales (1)Sales (1)Sales Planning
and Forecasting
Integrated E-Business Planning Platform (S1)Flexible Modeling(S1)
Strategic Planning(S1)Supply Chain Integration (S1)Rolling Forecast(S1)
Collaborative Planning (S1)Planning-Cycle Monitoring (S1)Performance Reviews (S1)Sales Planning Cockpit (S1)
Business Content(S1)
Territory Management
Market Segmentation (S1)Territory Maintenance (S1)Assignment Scheduling (S1)
Territory/Organizational Mapping (S1)Responsibility Determination (S1)Mobile Business Support (S1)
Territory Reorganization(S1)
Sales Analysis by Territory (S1)Interface to Third-Party Territory Planning Tools(S1)
Account and Contact
ManagementAccount and Contact Person(S1)Search and List(S1)
Fact Sheet (S1, S2)
Interaction History(S1)Activities (S1)
Opportunities (S1)
Addresses (S1)
Relationships (S1)
Pricing (S1)
Notes (S1)
Attachments (S1)
Print Account Overview (S1)Email and Fax Integration (S1)
Activity Management
Tasks and Business Activities (S1)Automatic Partner Determination (S1)Automatic Organizational Data Determination (S1)Status and Result (S1)Notes (S1)Attachments (S1)
Private Activities (S1)Groupware Integration(S1)Campaign Reference(S1)Activity Journal (S1)Follow-Up Documents(S1)Action Management (S1)
Opportunity Management
Opportunity Planning (S1)Sales Team (S1)Competitors (S1)
Product Notes (S1)Individual Sales Cycle (S1)Automatic Partner Determination (S1)Automatic Organizational Data Determination (S1)Product Category(S1)Pricing (S1)Follow-Up Documents (S1)Product Configuration (S1)Expected Product Value (S1)
Quotation and Order
ManagementInquiries (S1)
Quotations (S1)Sales Orders (S1)Mixed Documents (S1)Automatic Organizational Data Determination (S1)Automatic Partner Determination (S1)Automatic Text Handling (S1)Status Management (S1)Pricing (S1)Attachments (S1)Incompletion Check (S1)Credit Management and Credit Check(S1, S2)Payment Card Processing (S1, S2)
Contract Management and
LeasingValue Contracts (S1)Quantity Contracts(S1)Releasable Products (S1)Automatic Organizational Data Determination (S1)Automatic Partner Determination (S1)Text Management(S1)Status Management (S1)Pricing (S1)
Attachments (S1)Credit Management and Credit Check(S1, S2)Payment Card Processing (S1, S2)
Incentive and Commission Management
Incentive Plan Modeling (S31)Configuration Templates (S31)Roll Up Hierarchies /Indirect Participants(S31)Contracts and Agreements Handling (S31)Individual Plans (S31)Segment Management (S31)Participant Determination (S31)Transaction Valuation (S31)Commission Remuneration (S31)Incentive (Bonus) Remuneration (S31)Quota Attainment Calculation (S31)
Workflow Management(S1)Activity Monitor (S1)Multiple Survey Assignment (S1)Document Flow (S1)Active/Passive Analysis (S1)
Success/Failure Analysis (S1)Customer Care Intensity Analysis (S1)Activities per Organizational Unit Analysis (S1)Activity History Analysis (S1)Planned Activities Analysis (S1)Sales Cycle Analysis (S1)
Attachments (S1)Competitor Products (S1)Multiple Survey Assignment (S1)Project Milestones(S1)Lead to Opportunity Workflow (S1)Status and Reason (S1)Buying Center(S1)Assessment (Survey) (S1)Competitor Analyses (S1)Sales Assistant (S1)
Workflow Management (S1)Automated Follow-Up Processes (S1)Document Flow (S1)Product Listing/ Exclusion (S1)Product Determination (S1)Product Configuration (S1)Batch Processing(S1, S4)Sales Document with Structured Products (S1)
Workflow Management (S1)Automated Follow-Up Processes (S1)Output Determination (S1)Pricing and Product Configuration (S1)Document Flow(S1)Date Management(S1)Authorized Partners (S1, S2)Monetary Value in Quantity Contracts(S1)
Results Adjustments (S31)Posting and Settlement (S31, S11, S9)Commission Simulation (S31)Commission Status Management(S31, S13, S137, S99)
c c c c c
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 7
Sample Solution Maps: mySAP CRM Sales (2)Sales (2-continued)
Sales Planning and Forecasting
Territory Management
Account and Contact
Management
Activity Management
Opportunity Management
Quotation and Order Management
Contract Management and Leasing
Incentive and Commission Managementc c c c c
Sourcing (S1)Minimum Order Quantity Check (S1)Delivery Groups (S1)Follow-Up Order (S1)
Quotation Notification (S1)
Alternative Items (S1)Validity Period (S1)
Quotation Item Rejection (S1)Success Rate per Product (S1)Sales Probability (S1)Quotation Tracking Analysis (S1)Quotation Success Rate Analysis (S1)Top Five Quotations (S1)Incoming Sales Order Analysis (S1)Plan/Actual Comparison (S1)Best-Selling Products (S1)
Project Goals Definition (S1)Sales Project Management (S1)Opportunity Hierarchies (S1)Document Flow(S1)
Opportunity PlanOpportunity Pipeline Analysis(S1)
Win/Loss Analysis(S1)Expected Sales Volume Analysis(S1)
Forecast Reliability Analysis(S1)Opportunities Results Analysis(S1)
Output Determination (S1)
Free Goods (S1)
Fulfillment Systems Synchronization (S1, S2)Availability Check(S1, S2, S4)
Release Order Processing (S1)
Cancellation Handling (S1)
Contract Completion (S1)
Collaborative Contract Negotiation (S1)
Fulfillment Systems Synchronization(S1, S2)Open Sales Contract Analysis (S1)
Analysis of Products in Contracts (S1)
Top Five Contracts (S1)
Completed Sales Contract Analysis (S1)
Canceled Sales Contract Analysis (S1)
Pricing (Leasing) (S1)
Financial Mathematic Calculation (Leasing) (S1)
Financial Simulation (Leasing) (S1)Residual Value Calculation (Leasing) (S1)
Tax Handling (Leasing) (S1, S2)
Periodic Billing (Leasing) (S1, S11)
Offer and Contract Creation (Leasing) (S1)
Outline Agreements (Leasing) (S1)
Status Management (Leasing) (S1)Partner and Organizational Data Determination (Leasing) (S1)Quotation to Contract Conversion (Leasing) (S1)Floating and Index Rate Adjustment (Leasing) (S1)
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 8
CRM Content Supports Implementation
Component Views
Configuration Guides
CRM Solution Manager Content 4.0
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 9
Introduction to mySAP CRM: Unit Summary
You are now able to: Explain how mySAP CRM is part of the enterprise ecosystem
with mySAP Business Suite Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries Name the advantages mySAP CRM offers to address
challenges faced by customers
Introduction to mySAP CRMCourse AgendaIntroduction to mySAP CRM: Unit ObjectivesIntroduction to mySAP CRM: Business ScenarioWhat is CRM?mySAP CRM as Part of the mySAP Business SuiteDepartments of an Enterprise Driving Customer InteractionsCustomer Related Activities in MarketingCustomer Related Activities in SalesCustomer Related Activities in ServiceCustomer Interaction ChannelsCustomer Interaction ChannelsDeep Industry Processes go Beyond Data and Presentation LayersKey Industry Processes within mySAP CRMIntroduction to mySAP CRMCase Study of mySAP CRM Solution OverviewIntroduction to mySAP CRMWhy choose mySAP CRM: (1)Why choose mySAP CRM: (2)Why choose mySAP CRM: (3)Sample Solution Maps: CRM EnterpriseSample Solution Maps: mySAP CRM Sales (1)Sample Solution Maps: mySAP CRM Sales (2)CRM Content Supports ImplementationIntroduction to mySAP CRM: Unit Summary