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Solution Map SAP Best Practices for CRM. © 2011 SAP AG. All rights reserved.2 Scope Definition of SAP Best Practices for CRM V1.701 This presentation.

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Presentation on theme: "Solution Map SAP Best Practices for CRM. © 2011 SAP AG. All rights reserved.2 Scope Definition of SAP Best Practices for CRM V1.701 This presentation."— Presentation transcript:

1 Solution Map SAP Best Practices for CRM

2 © 2011 SAP AG. All rights reserved.2 Scope Definition of SAP Best Practices for CRM V1.701 This presentation describes the business scenario scope of SAP Best Practices for CRM V1.701 based upon the business map of SAP CRM 7.0 EHP1. Process categories (for example, Partner Channel Management) and main processes (for example, Case Management) not covered by SAP Best Practices for CRM V1.701 are „grayed out“. Processes not covered by SAP Best Practices for CRM V1.701 are not listed.

3 © 2011 SAP AG. All rights reserved.3 Contents 1.SAP CRM Enterprise 1.1.Marketing 1.2.Sales 1.3 Service 2.SAP CRM Interaction Center 2.1.Telemarketing 2.2.Telesales 2.3Customer Service 2.4 IC Management

4 © 2011 SAP AG. All rights reserved.4 SAP Best Practices for CRM Solution Scope Web Channel Interaction Center Partner Channel Management Trade Promotion Management Business Communication Management Marketing Sales Sales Planning & Forecasting Sales Performance Management Territory Management Accounts & Contacts Opportunity Management Quotation & Order Management Pricing & Contracts Time & Travel Service Incentive & Commission Management E-Commerce functionality covered by solution SAP BP for ERP E-Commerce V1.603 Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management Loyalty Management Service Logistics & Finance Service Sales & Marketing Service Contracts & Agreements Installations & Maintenance Field Service Management Warranty & Claims Management Service Collaboration, Analytics, Optimization Returns & Depot Repair Customer Service & Support Included in CRM Functionality in SAP Business All-in-One* Part of SAP CRM standard [can be added] Not included in CRM Functionality in SAP Business All-in-One, but available as separate Best Practices solution * To get details on the functionality covered within these scenarios please refer to the following slides

5 © 2011 SAP AG. All rights reserved.5 SAP Customer Relationship Management Marketing Marketing Resource Management Segmentation & List Management Multiple Data Source Access (S5, S4, S2) High Speed Data Search (S5, S4, S2) Preview Lists (S5, S4, S2) Pre-Filtered/Personalized Attribute Lists (S5, S4, S2) Sampling and Splitting (S5, S4, S2) Embedded Predictive Modeling (S5, S4, S2, S3) Personalized Filters (S4, S5, S2) Quick Counts (S5, S4, S2) Segment Deduplication (S5, S4, S2) Suppression Filters (S5, S4, S2) Target Group Optimization (S5, S4, S2, S3) Clustering (S5, S4, S2, S3) Data Mining (S5, S4, S2, S3) Decision Trees (S5, S4, S2, S3) List Management - List Format Mapping (S5, S4, S2) Campaign Management Marketing Calendar (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2) Personalized (E)Mails (S5, S4, S2) Real-Time Offer ManagementLead Management Multiple Interaction Channels (S5, S4, S2) Automated Qualification (S5, S4, S2) Mass Generation (S5, S4, S2) Lead Surveys (S5, S4, S2) Lead Analysis (S5, S4, S2, S3) Campaign Analysis (S5, S4, S2, S3) Call Lists (S5, S4, S2) Automatic Generation of Follow-Up Activities (S5, S4, S2) SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Rule-based Distribution (S5, S4, S2) Campaign Planning (S5, S4, S2, S3) I,S

6 © 2011 SAP AG. All rights reserved.6 SAP Customer Relationship Management Sales Sales Planning & Forecasting Sales Performance Management Pipeline Performance Management (S2, S4, S5) Territory Management Market Segmentation (S5, S4, S2) Territory Assignment & Scheduling (S5, S4, S2) Territory/ Organizational Mapping (S4, S5, S2) Sales Analysis by Territory (S5, S4, S2, S3) Accounts & Contacts Visit Planning (S5, S4, S2) Fact Sheet (S5, S4, S2, S3) Interaction History (S5, S4, S2) Activity Management (S5, S5, S2, S3) Integration (S5, S4, S2) Relationship Management (S5, S4, S2) Marketing Attributes (S5, S4, S2) Customer Analysis (S5, S4, S2, S3) Account Classification (S2, S4, S5) Opportunity Management Team Selling (S5, S4, S2) Competitive Information (S5, S4, S2) Account- specific Sales Processes (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Pricing (S5, S4, S2) Activities (S5, S4, S2) Follow-Up Transactions (S5, S4, S2) Anticipated Revenue (S5, S4, S2) Quotation & Order Mgmt. (ERP) Pricing & Contracts Incentive & Commission Management Time & Travel SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Buying Center (S5, S4, S2) Sales Process & Selling Methodologies (S5, S4, S2) Opportunity Analysis (S5, S4, S2, S3) Basic Pricing for Opportunity (S5, S4, S2) Complete Pricing for ERP documents (S5, S4, S2) Quotations (S5, S4, S2) Order Capture (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Order Status Tracking (S5, S4, S2) Pricing (S5, S4, S2) Order Validation Check (S5, S4, S2) Availability Check (S5, S4, S2) Quotation and Order Analysis (S5, S4, S2) Cross-/ Upselling (S5, S4, S2) I,S I I

7 © 2011 SAP AG. All rights reserved.7 SAP Customer Relationship Management Service SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Service Sales & Marketing Service Contracts & Agreements Service Agreement Management (S5, S4, S2) Service Contract Management Installations & Maintenance Installed Base & Objects Management (S5, S4, S2) Installation & Configuration (S5) Customer Service & Support Field Service Management Returns & Depot Repair Warranty Management (S5, S4, S2) Warranty & Claims Management Service Logistics & Finance Service Collaboration, Analytics, Optimization Service Requests Processing (S5) Knowledge Management (S5, S4, S2) Complaints Processing (S1, S5, S4, S2) Multichannel Integration (S5) Service Forecasting, Planning, Analysis (S5) Service Level Management (S5, S4, S2) - Service Order Quotation - Service Order Processes - Service Employee Resource Planning - Service Confirmation Processing - Logistics Integration Processes - Service Order Analytics - Returns Processing - Follow-Up Processes - Logistics Integration - Complaints and Returns Analytics - Service Resource Planning - Resource Master Data - Assignment Management - Absences/Attendances Maintenance I,S Billing (S1, S5)

8 © 2011 SAP AG. All rights reserved.8 Contents 1.SAP CRM Enterprise 1.1.Marketing 1.2.Sales 1.3 Service 2.SAP CRM Interaction Center 2.1.Telemarketing 2.2.Telesales 2.3Customer Service 2.4 IC Management

9 © 2011 SAP AG. All rights reserved.9 Interaction Center Telemarketing Campaign ExecutionLead ManagementPersonalization Telesales Quotation & Order Management Customer Service Help DeskCustomer Service & SupportComplaint Management Shared Service Center IT Service DeskEmployee Interaction CenterAccounting Interaction Center Accounts & ContactsActivity Management IC Management Knowledge ManagementProcess ModelingCommunication Channels

10 © 2011 SAP AG. All rights reserved.10 Interaction Center Telemarketing SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Campaign Execution Call List Assignment (I,S,R) Soft Phone (P1, S5, S4, S2) Interactive Scripts (S5, S4, S2) Lead Management Lead Generation (S5, S4, S2) Lead Qualification (S5, S4, S2) Personalization Scripting (S5, S4, S2) Alert Modeler (S5, S4, S2) Questionnaire (S5, S4, S2) I,S

11 © 2011 SAP AG. All rights reserved.11 Interaction Center Telesales SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Accounts & Contacts Fact Sheet (S5, S4, S2) Interaction History (S5, S4, S2) Alerts (S5, S4, S2) Interactive Scripting (S5, S4, S2) Multi Channel Interactions (P1, S5, S4, S2) Activity ManagementQuotation & Order Management Order Capture (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Pricing (S5, S4, S2) Order Validation Check (S5, S4, S2) Fulfillment Synchronization (S5, S4, S2) Call List Processing (S5, S4, S2) Multi Channel Interactions (S5, S4, S2) Quotations (S5, S4, S2) Automatic Business Partner Assignment (S4) Status and Result Tracking (S4) Agent Inbox (S4) Order Status Tracking (S5, S4, S2) III

12 © 2011 SAP AG. All rights reserved.12 Interaction Center Customer Service SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Help Desk Information Help Desk (S5, S4, S2) Service Request (S5, S4, S2) Interaction Record (S5, S4, S2) Interaction History (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Knowledge Search (S5, S4, S2) Solution Database (S5, S4, S2) and Chat Integration (S5, S4, S2) Escalation Management (S5, S4, S2) Service Level Management (S5, S4, S2) Customer Service & Support Account Identification & Maintenance (S5, S4, S2) Registered Product Identification (S5, S4, S2) Interaction History (S5, S4, S2) Scratch Pad Notes (S5, S4, S2) Service Order & Request Management (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Content Management Integration (S5, S4, S2) Spare Parts and Services (S5, S4, S2) Service Quotations (S5, S4, S2) Contract & Entitlement Management (S5, S4, S2) Service Level Management (S5, S4, S2) Warranty Management (S5, S4, S2) Installed Base Management (S5, S4, S2) Service Product Proposal (S5, S4, S2) Complaint Management Escalation Management (S5, S4, S2) Auto Suggest (S5, S4, S2) I,S

13 © 2011 SAP AG. All rights reserved.13 Interaction Center IC Management SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases Collaborative Business Map Available Sxx, Vxx, BxxSAP Product & Service PxxPartner Product For more information see: Knowledge Management Solution Search (S5, S4, S2) Multiple Knowledge Databases (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Multilevel Categorization (S5, S4, S2) Fact Sheet (S5, S4, S2) Interaction History (S5, S4, S2) Process Modeling Alert Management (S5, S4, S2) Scripting (S5, S4, S2) Alert Modeler (S5, S4, S2) Rule Modeler (S5, S4, S2) Communication Channels Automatic Number Identification (ANI) (S5, S4, S2) Interaction History (S5, S4, S2) Interaction Analysis (S5, S4. S2) Mail Forms (S5, S4, S2) I,S

14 © 2011 SAP AG. All rights reserved.14 Solution Map Product Table Product KeyProduct Description S1SAP ERP S2SAP Marketing (SAP CRM) S3SAP NetWeaver S4SAP Sales Management (SAP CRM) S5SAP Service Management (SAP CRM) Solution Scope KeySolution Scope Description ISAP Best Practices for CRM V1.701 (with ERP integration) SSAP Best Practices for CRM V1.701 (CRM Standalone)

15 ©2011 SAP AG. All rights reserved.15 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, 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, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. © 2011 SAP AG. All rights reserved Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.


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