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Web Channel capabilities in SAP CRM
© SAP 2008 / SAP CRM Web Channel Overview, Page 2
1. Business environment2. SAP solution for the Web channel3. Highlights in SAP CRM 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 3
1. Business environment2. SAP solution for the Web channel3. Highlights in SAP CRM 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 4
Customer
Today’s customers are empowered like never before
Plenty of choices
Democratization of information
Price transparency
Social networking and communities
Shift in negotiation power from Vendors to Customers
Evolution from ‘Relationship Management’ to ‘Total Experience Management’
New communications and interaction channels to manage on top of traditional ones
Greater needs for adaptability and responsiveness
Implications
© SAP 2008 / SAP CRM Web Channel Overview, Page 5
Executives are faced with highly volatile economic conditions and have to act quickly
FTSE %38
DJIA %35
CAC40 %42
HANSENG %39
HANSENG %39
DJIA%35
FTSE %38
HANSENG %39DJIA
FTSEVP of Sales
Immediately:
Capture maximum revenue from current opportunities and reduce cost of sales
Long term Objective:Grow revenue and market share
VP of Marketing
Immediately:Rapidly develop compelling offers/pricing and launch to market
Long term Objective:Increase market share and mindshare
VP of Service
Immediately:Reduce cost of service, revenue leakage and retain high value customers
Long term Objective:Transform from a cost to a profit center
CEO’s Mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long-run
© SAP 2008 / SAP CRM Web Channel Overview, Page 6
Web channel Increase profitability and reduce your cost of sales & support
Reduce costs and increase profitability while driving additional revenue
Expand market reach and prepare for growing globalization
Improve customer convenience and satisfaction, strengthening customer loyalty
Lower total cost of ownership through end-to-end, integrated processes
Managing the overall customer experience beyond the shopping basket is essential to customer retention
“ E-Commerce technologies are critical to key initiativessuch as CRM, partner relationship management, process improvements, sales growth, brand building and delivering value to consumers and business partners.”
Gartner Hype Cycle for E-Commerce, Gartner, August 2008
© SAP 2008 / SAP CRM Web Channel Overview, Page 7© SAP 2008 / Page 7
Web Channel Trends and Challenges
Inevitable Shift of Shareto the Internet
Leading companies leverage the Web to deliver best-in-class customer experienceswhile reducing costs, increasing profitability and reaching new markets
Achieve strategic value throughan integrated, platform approach
Incremental Value(easy to replicate)
Strategic Value(hard to replicate)
Low
High
Low HighR
elat
ive
Valu
eBusiness Maturity
Value Gap
Self Service
Self Service ATPATP RTOMRTOM
Planned Supply/ Demand
Planned Supply/ Demand
Responsive Networks
Responsive Networks
© SAP 2008 / SAP CRM Web Channel Overview, Page 8
What does this mean for your business?
Top executive issues
How do I reduce sales and service costs while still maintaining high customer satisfaction?
How do I make reliable commitments to my online customers to build customer loyalty?
How can I maximize cross-sell and up-sell opportunities through my online channel?
How do I deliver a consistent customer experience across multiple channels of interaction?
How do I expand my market reach without increasing headcount?
© SAP 2008 / SAP CRM Web Channel Overview, Page 9
1. Business environment2. SAP Solution for the Web channel3. Highlights in 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 10
SERVICEMARKETING
SALES
Mobile
Powered bySAP NetWeaver®
End-to-end, Industry-specific
Processes
ANALYTICS
Web Channel
InteractionCenter
PartnerChannel
Mgmt
CUSTOMER
Easy to use
Solves realproblems
Makes thecomplex simple
SAP CRM – Simple and Powerful
© SAP 2008 / SAP CRM Web Channel Overview, Page 11
Web Channel capabilities of SAP CRM
The Web channel capabilities of SAP CRM turns the Internetinto a profitable sales and interaction channel
It does this by providing a platform that supports multi-channel customer self-service interactions across e-marketing, e-commerce and e-service.
Web ChannelManagers
Set up and manage your Web shops & analyze and
optimize your online business
BusinessesLeverage powerful and
convenient self-services & manage all sales and
service interactions from one place
ConsumersEnjoy a quick and easy
online shopping experience & get a
consistent experience across all touch points
© SAP 2008 / SAP CRM Web Channel Overview, Page 12© SAP 2007 / Page 12
SAP CRM – User Interface HighlightsCustomers “rave about the improved ease-of-use”
© SAP 2008 / SAP CRM Web Channel Overview, Page 13© SAP 2008 / Page 13
Web Channel capabilities of SAP CRM SAP CRM provides a complete range of Web channel processes
Leverage the Internet as a valuable sales, marketing and service channel for businesses and consumers
E-Marketing
E-Commerce
E-Service
Web Channel Analytics
Web ChannelAnalytics
E-Service
E-Marketing
E-Commerce
Customer
© SAP 2008 / SAP CRM Web Channel Overview, Page 14
E-MarketingBuild customer loyalty and demand generation via the Internet, generating more revenue
E-mail and Web campaigns to create targeted and personalized e-mail and Web campaigns and to monitor profitability
Loyalty management enables customers to enroll in loyalty programs online, manage their accounts and use their rewards when buying online
Catalog management provides a centralized catalog, delivering personalized product information and availability via the web
Content management enables organizations to create, target, and manage content for customers
Store locator empowers end customers to easily find a store location near them from which to purchase or service products
Benefits
Expand Market Reach
Build Customer Intimacy
Increase Customer Loyalty
Reduce Cost of Marketing
Benefits
Expand Market Reach
Build Customer Intimacy
Increase Customer Loyalty
Reduce Cost of Marketing
Web ChannelAnalytics
E-Service E-Commerce
Customer
E-Marketing
E-Marketing Build customer loyalty and expand market reach
© SAP 2008 / SAP CRM Web Channel Overview, Page 15
Web ChannelAnalytics
E-Service
E-Marketing
Customer
E-CommerceIncrease profitability and grow revenue
E-CommerceEnable the complete sales process online from presales to fulfillment
Shopping basket management provides a user-friendly and consistent interface across all ordering processes
Interactive selling and configuration helps customers find the best products and services to meet their needs
Pricing and contracts to centrally manage personalized pricing and contracts and deploy them across all selling channels
Quotation and order management to generate and manage quotes and orders online
Web auctions enable organizations to sponsor online auctions
Selling via partners to incorporate partners into your e-commerce strategy
Benefits
Reduce cost of sales
Make reliable commitments
Increase conversion rates
Expand market reach
Increase revenue
Benefits
Reduce cost of sales
Make reliable commitments
Increase conversion rates
Expand market reach
Increase revenue
E-Commerce
© SAP 2008 / SAP CRM Web Channel Overview, Page 16
Web ChannelAnalytics E-Marketing
E-Commerce
Customer
E-ServiceEnsure customer satisfaction while lowering support costs
E-ServiceEmpower customers with intuitive self-service, problemresolution, and an ability to initiate service processes online
Knowledge management enables customers to research and resolve their service problems online
Live support provides immediate assistance to online customers via chat
Service order management enables customers to create, update, and track service requests, complaints, and returns online
Installed base management to manage product portfolios online
Billing and payment empower customers with online account status and the ability to initiate and manage payments online
Account self-service enables customers to register for accounts and maintain their personal profile and interaction history online
Benefits
Empower customers to solve problems
Differentiate levels of service
Reduce cost of service
Increase customer satisfaction
Benefits
Empower customers to solve problems
Differentiate levels of service
Reduce cost of service
Increase customer satisfaction
E-Service
© SAP 2008 / SAP CRM Web Channel Overview, Page 17
E-Service
E-Marketing
E-Commerce
Customer
Web Channel AnalyticsWork smarter by tying insight to action
Web Channel AnalyticsEnables organizations to gain insight into, analyze, and act on e-business operations and trends
Sales analysis to analyze purchasing activity and sales figures across selling channels
Service analysis to analyze profitability and service activity across the entire service lifecycle
Customer behavior analysis to integrate click-stream information with standard sales reporting
Technical analysis to analyze the technical health and performance of their Web shops
Benefits
Get insight at your fingertips
Use ‘what-if’ analysis to run scenarios
Tie insight to action
Make adjustments and optimize business as your needs evolve
Benefits
Get insight at your fingertips
Use ‘what-if’ analysis to run scenarios
Tie insight to action
Make adjustments and optimize business as your needs evolve
Web ChannelAnalytics
© SAP 2008 / SAP CRM Web Channel Overview, Page 18
Web Channel PlatformManage and optimize your Web presence
Web Channel PlatformSet up, manage, and extend your online presence to deliver best-in-class business experiences that are Web 2.0 enabled
Personalization to dynamically personalize customers’ Web experiences for more effective interactions
Web shop management to quickly and easily setup and maintain Web shops
Optimization tools to manage and optimize business processes and transactional volume
Service-enabled to empower organizations with flexible and open integration points to extend their online capabilities by using Web services
Flexible deployment options to give organizations a choice of deployment options to best meet their business needs
Benefits
Increase effectiveness of interactions through personalization
Quickly and easily set up and manage your Web presence
Path for grow – start quickly then grow
Benefits
Increase effectiveness of interactions through personalization
Quickly and easily set up and manage your Web presence
Path for grow – start quickly then grow
Web ChannelAnalytics
E-Service
E-Marketing
E-Commerce
Customer
© SAP 2008 / SAP CRM Web Channel Overview, Page 19
Web ChannelAnalytics
E-Service
E-Marketing
E-Commerce
Customer
Enterprise IntegrationHarness the power of the Business Suite
Enterprise IntegrationLeverage integrated processes to increase strategic value of your Web channel and lower total cost of ownership
Partner channel management - optimize partner ordering and incorporate partners into your e-commerce strategy
CRM - deliver a consistent customer experience across all touch points (e.g. Web, phone, direct rep, partner)
ERP - make reliable commitments tied to the back end
Analytics - leverage built-in performance tracking and clickstream analysis of Web traffic
Master data management - manage customer and product data centrally and deploy it consistently across the enterprise
Portal – pull in Web content, easily plug into other applications and offer one customer homepage for all business interactions
Industry-specific processes – deliver a Web experience optimized for service providers, automotive, apparel & footwear
Benefits
Lower TCO
Increase customer and partner satisfaction
Faster implementations
Empower entire ecosystem
Benefits
Lower TCO
Increase customer and partner satisfaction
Faster implementations
Empower entire ecosystem
© SAP 2008 / SAP CRM Web Channel Overview, Page 20© SAP 2007 / Page 20
E-Commerce Faster and at Lower CostMeet business demands now and grow into the future
Enable e-commerce with SAP ERP without the need for a full CRM
implementationSAP E-Commerce
for SAP ERP
Provide customers with a fully integrated Web experience with
consistency across all touch points
Web Channel capabilities in
SAP CRM
SAP gives organizations a choice of deployment options to best meet their business needs and grow over time
© SAP 2008 / SAP CRM Web Channel Overview, Page 21
1. Business environment2. SAP solution for the Web channel3. Highlights in SAP CRM 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 22
What’s New in SAP CRM 7.0?Web Channel capabilities of SAP CRM
Loyalty Management Integration Into Web Channel
Increase brand loyalty and encourage specific customer behaviors.
Reward specific customer behaviors with points. Points can be redeemed for specified rewards.
Customers can enroll in loyalty programs and manage their accounts online
View and use eligible rewards within the shopping basket.
Additional Deployment Flexibility With ERP Order Integration
Adds third option to existing deployment modes (SAP E-Commerce connected to SAP CRM or directly to SAP ERP).
Enables customers to run e-commerce capabilities with SAP CRM but using the SAP ERP sales order.
Allows to use the ERP order but benefit from the e-marketing features of CRM such as product recommendations, cross- and up-selling, and marketing campaigns.
No need to replicate orders and to duplicate pricing conditions in CRM.
© SAP 2007 / Page 22
© SAP 2008 / SAP CRM Web Channel Overview, Page 23
Single Product Catalog For Customers, Sales Reps and Call Center Agents
Same view to product catalog information for employees as provided through SAP CRM Web Channel
Rollout and use consistent product information in all channels and enable quick quote/order creation from online catalog
Enterprise Service Oriented Architecture (ESOA)
Provide well defined interfaces to flexibly enhance and adapt the solution
Leverage Web services to manage the CRM product catalog
Integrate product information as well as real-time price/availability into non-E-Commerce context like a consumer Homepage using Web services
SAP E-Commerce for SAP ERP (delivered as part of SAP ECC 6.0 EHP4)
SAP E-Commerce for SAP ERP updated to match the latest E-Commerce version for SAP CRM
© SAP 2007 / Page 23
What’s New in SAP CRM 7.0?Web Channel capabilities of SAP CRM
© SAP 2008 / SAP CRM Web Channel Overview, Page 24
New Productivity Tools:
Smart Value Help
Recent objects for faster navigation
User Guidance by task based UI
Table Graphics: visualizing table content in a pie or bar chart
Enhanced Personalization:
Web Links can be added to your CRM Home Page
Optional tile layout
Customer specific icons
Drag & Drop in UI configuration tool in calendar (e.g. reschedule meeting)
What’s New in SAP CRM 7.0?User Interface Framework Enhancements
© SAP 2008 / SAP CRM Web Channel Overview, Page 25
Enterprise SearchSimple Search User Interface for CRM
Cross-object searches within CRM (local search scenario)
Cross-system searches across the business suite (central search scenario)
One common modern search technology for CRM and also the suite (TCO)
Based on NetWeaver Enterprise Search
High runtime performance resulting in fast searches
Identity ManagementIntegration of CRM with SAP NetWeaver Identity Management (IDM)
Central management of user data, CRM acting as receiver
Enablement of CRM to handle all necessary follow-up steps (automated or workflow-based) so that users can start working in CRM without any disruptions
© SAP 2007 / Page 25
What’s New in SAP CRM 7.0?User Interface Framework and Architecture Highlights
© SAP 2008 / SAP CRM Web Channel Overview, Page 26
1. Business environment2. SAP solution for the Web channel3. Highlights in SAP CRM 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 27
Strong Analyst RatingsSAP Web Channel is a Top-Rated E-Commerce solution
The Web channel capabilities in SAP CRM are rated #1 in e-commerce capabilities in the Forrester Wave: Enterprise CRM Suites Q3, 2008
© SAP 2008 / SAP CRM Web Channel Overview, Page 28
Key benefits Customer Proof points
Grew sales via an online channel Hasbro
Hasbro implemented a B2C Web shop with SAP CRM –they’re seeing sharp growth in Web Sales. Hasbro leveraged SAP Consulting Services to go live in four months – on time and on budget.
Streamlined B2B interactions Mascot
Mascot streamlined B2B interactions by moving them online and achieved an annual growth rate of 20–25%. Mascot International realizes a 272% internal rate of return with SAP CRM.
Differentiated customers based on value Canada Post
Canada Post differentiated its customers by value rather than volume. Eliminated CDN 25 million in revenue leakage with improved customer data.
Expanded market reach in SMB distribution channel
Pacific Coast Feather
Pacific Coast Feather moved from manual to automated ordering processes for its smaller retailers. Will see over USD 900,000 in revenue contribution, attributable to SAP CRM.
Benefits realized with SAP CRM Web Channel
© SAP 2008 / SAP CRM Web Channel Overview, Page 29
Key benefits Customer Proof points
Increased market share to drive revenue growth Adidas
Adidas achieved aggressive growth goals through delivery of a user-friendly, global electronic sales channel. Adidasstreamlined order processing and reduced process costs by 20% while significantly increasing customer satisfaction.
Expanded market reach via the Web channel Shure
Shure expanded market reach and reduced sales costs. Shure leverages customer information to increase marketing effectiveness and increase customer satisfaction through faster delivery.
Improved support for dealer channel Boss
Hugo Boss became easier for their partners to do business with by delivering streamlined self-service ordering capabilities. Hugo Boss reduce the cost of order processing and improved order accuracy.
Transformed key service processes to be more customer-focused
AMDAMD enabled self-service warranty claims processes resulting in a revenue contribution of $60 million through 2010. AMD projects a 32% internal rate of return with SAP CRM.
Benefits realized with SAP CRM Web Channel
© SAP 2008 / SAP CRM Web Channel Overview, Page 30
1. Business environment2. SAP solution for the Web channel3. Highlights in 7.04. Customer success & analyst recognition5. Why SAP?
Agenda
© SAP 2008 / SAP CRM Web Channel Overview, Page 31
Comprehensive & Rich Web Channel Capabilities Consistent Customer Experience Across All Touch PointsEase of UseWeb 2.0 Progress & VisionEnd-to-End Processes Helps Ensure ComplianceIntelligence-Driven Web Channel ManagementIndustry-specific ProcessesFlexible Deployment OptionsWeb-Service EnablementReady for Global Rollout
Why SAP?
© SAP 2008 / SAP CRM Web Channel Overview, Page 32
InsightImprove visibility, empower
better decision making
FlexibilityExpand and innovate
without disruption
Improve efficiency in your business, run industry specific
mission-critical processes
Gain freedom, expand on demand, select innovation on
one open platform
Execute best-practices and realize end-to-end visibility
across your global enterprise
EfficiencyImprove your mission
critical business processes
SAP Business SuiteOptimize and execute business and IT strategies in a world of accelerating change
SAP Business Suite
SAP NetWeaverIntegration
SAP NetWeaverComposition
Enha
ncem
ent
pack
ages
SA
P S
RM
SA
P C
RM
SA
P S
CM
SA
P P
LM
SA
P E
RP
Enha
ncem
ent
pack
ages
Indu
stry
Appl
icat
ions
Com
plem
enta
ryAp
plic
atio
ns
© SAP 2008 / SAP CRM Web Channel Overview, Page 33
Links to Other Resources
SAP CRM: Overview Brochure
SAP CRM: Web Channel Solution Brief
SAP CRM: Flash Demos
SAP CRM: Customer Success Stories & ROI Reports
White Paper: Turn the Internet into a Strategic Sales and Interaction Channel
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