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SAP Best Practices for CRM

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Presentation on theme: "SAP Best Practices for CRM"— Presentation transcript:

1 SAP Best Practices for CRM
Solution Map SAP Best Practices for CRM

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 Contents 1. SAP CRM Enterprise SAP CRM Interaction Center
1.1. Marketing 1.2. Sales 1.3 Service SAP CRM Interaction Center 2.1. Telemarketing 2.2. Telesales 2.3 Customer Service 2.4 IC Management

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

5 SAP Customer Relationship Management Marketing
Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management I,S I,S I,S Multiple Data Source Access (S5, S4, S2) Campaign Planning (S5, S4, S2, S3) Multiple Interaction Channels (S5, S4, S2) High Speed Data Search (S5, S4, S2) Marketing Calendar (S5, S4, S2) Automated Qualification (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2) Preview Lists (S5, S4, S2) Rule-based Distribution (S5, S4, S2) Pre-Filtered/Personalized Attribute Lists (S5, S4, S2) Personalized (E)Mails (S5, S4, S2) Mass Generation (S5, S4, S2) Sampling and Splitting (S5, S4, S2) Call Lists (S5, S4, S2) Automatic Generation of Follow-Up Activities (S5, S4, S2) Embedded Predictive Modeling (S5, S4, S2, S3) Campaign Analysis (S5, S4, S2, S3) Lead Surveys (S5, S4, S2) Personalized Filters (S4, S5, S2) Lead Analysis (S5, S4, S2, S3) 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) 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, Bxx SAP Product & Service Pxx Partner Product For more information see:

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

7 SAP Customer Relationship Management 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, Optimization I,S I,S I,S I,S I,S I,S Service Agreement Management (S5, S4, S2) Installed Base & Objects Management (S5, S4, S2) Service Requests Processing (S5) Warranty Management (S5, S4, S2) Billing (S1, S5) Multichannel Integration (S5) - Service Order Quotation Service Forecasting, Planning, Analysis (S5) - Service Order Processes Service Contract Management Installation & Configuration (S5) - Service Employee Resource Planning - Service Confirmation Processing Service Level Management (S5, S4, S2) - Logistics Integration Processes - Service Order Analytics - Service Resource Planning - Resource Master Data - Assignment Management - Absences/Attendances Maintenance Knowledge Management (S5, S4, S2) Complaints Processing (S1, S5, S4, S2) - Returns Processing - Follow-Up Processes - Logistics Integration - Complaints and Returns Analytics 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, Bxx SAP Product & Service Pxx Partner Product For more information see:

8 Contents 1. SAP CRM Enterprise SAP CRM Interaction Center
1.1. Marketing 1.2. Sales 1.3 Service SAP CRM Interaction Center 2.1. Telemarketing 2.2. Telesales 2.3 Customer Service 2.4 IC Management

9 Interaction Center Telemarketing Campaign Execution Lead Management
Personalization Telesales Accounts & Contacts Activity Management Quotation & Order Management Customer Service Help Desk Customer Service & Support Complaint Management Shared Service Center IT Service Desk Employee Interaction Center Accounting Interaction Center IC Management Knowledge Management Process Modeling Communication Channels

10 Interaction Center Telemarketing
Campaign Execution Lead Management Personalization I,S I,S I,S Call List Assignment (I,S,R) Lead Generation (S5, S4, S2) Scripting (S5, S4, S2) Soft Phone (P1, S5, S4, S2) Lead Qualification (S5, S4, S2) Alert Modeler (S5, S4, S2) Interactive Scripts (S5, S4, S2) Questionnaire (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, Bxx SAP Product & Service Pxx Partner Product For more information see:

11 Interaction Center Telesales
Accounts & Contacts Activity Management Quotation & Order Management I I I Fact Sheet (S5, S4, S2) Automatic Business Partner Assignment (S4) Quotations (S5, S4, S2) Interaction History (S5, S4, S2) Order Capture (S5, S4, S2) Alerts (S5, S4, S2) Status and Result Tracking (S4) Interactive Scripting (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Agent Inbox (S4) Multi Channel Interactions (P1, S5, S4, S2) Order Status Tracking (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) 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, Bxx SAP Product & Service Pxx Partner Product For more information see:

12 Interaction Center Customer Service
Help Desk Customer Service & Support Complaint Management I,S I,S Account Identification & Maintenance (S5, S4, S2) Information Help Desk (S5, S4, S2) Registered Product Identification (S5, S4, S2) Service Request (S5, S4, S2) Interaction History (S5, S4, S2) Interaction Record (S5, S4, S2) Scratch Pad Notes (S5, S4, S2) Interaction History (S5, S4, S2) Service Order & Request Management (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Knowledge Search (S5, S4, S2) Content Management Integration (S5, S4, S2) Solution Database (S5, S4, S2) Spare Parts and Services (S5, S4, S2) and Chat Integration (S5, S4, S2) Service Quotations (S5, S4, S2) Auto Suggest (S5, S4, S2) Contract & Entitlement Management (S5, S4, S2) Escalation Management (S5, S4, S2) Service Level Management (S5, S4, S2) Service Level Management (S5, S4, S2) Escalation Management (S5, S4, S2) Warranty Management (S5, S4, S2) Installed Base Management (S5, S4, S2) Service Product Proposal (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, Bxx SAP Product & Service Pxx Partner Product For more information see:

13 Interaction Center IC Management
Knowledge Management Process Modeling Communication Channels I,S I,S I,S Solution Search (S5, S4, S2) Alert Management (S5, S4, S2) Automatic Number Identification (ANI) (S5, S4, S2) Multiple Knowledge Databases (S5, S4, S2) Scripting (S5, S4, S2) Interaction History (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Alert Modeler (S5, S4, S2) Interaction Analysis (S5, S4. S2) Mail Forms (S5, S4, S2) Rule Modeler (S5, S4, S2) Multilevel Categorization (S5, S4, S2) Fact Sheet (S5, S4, S2) Interaction History (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, Bxx SAP Product & Service Pxx Partner Product For more information see:

14 Solution Map Product Table
Product Key Product Description S1 SAP ERP S2 SAP Marketing (SAP CRM) S3 SAP NetWeaver S4 SAP Sales Management (SAP CRM) S5 SAP Service Management (SAP CRM) Solution Scope Key Solution Scope Description I SAP Best Practices for CRM V1.701 (with ERP integration) S SAP Best Practices for CRM V1.701 (CRM Standalone)

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