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Solution Map SAP Best Practices for CRM SAP Best Practices.

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Präsentation zum Thema: "Solution Map SAP Best Practices for CRM SAP Best Practices."—  Präsentation transkript:

1 Solution Map SAP Best Practices for CRM SAP Best Practices

2 Scope Definition of SAP Best Practices for CRM V This presentation describes the business scenario scope of SAP Best Practices for CRM V based upon the business map of SAP CRM Process categories (e.g. Partner Channel Management) and main processes (e.g. Case Management) not covered by SAP Best Practices for CRM V are grayed out. Processes not covered by SAP Best Practices for CRM V are not listed.

3 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 3.SAP CRM Web Channel 3.1.E-Service Agenda

4 SAP Customer Relationship Management Web Channel Interaction Center Partner Channel Management Trade Promotion Management Business Communication Management Marketing Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management Sales Sales Planning & Forecasting Sales Performance Management Territory Management Accounts & Contacts Opportunity Management Quotation & Order Management Pricing & Contracts Time & Travel Service Service Order Management Service Contract Management Complaints & Returns In-House Repair Case Management Installed Base Management Warranty Management Resource Planning Incentive & Commission Management E-Commerce functionality Covered by SAP BP for ERP E-Commerce

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)

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 (S5, S4, 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, S4, 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 Management Using ERP Quotations (S5, S4, S2) Using ERP Orders (S5, S4, S2) 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)

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 Order Management Service Order Quotation (S1, S5, S4, S2) Service Order Processes (S1, S4, S5, S2) Service Employee Resource Planning (S1, S5, S4, S2) Service Confirmation Processing (S1, S5, S4, S2) Logistics Integration Processes (S1, S5, S4, S2) Service Order Analytics (S1, S2, S4, S5) Service Contract Management Service Agreement (S5, S4, S2) Service Contract Processing (S1, S5, S4, S2) Service Level Management (S5, S4, S2) Contract Determination (S5, S4, S2) Complaints & Returns Knowledge Management (S5, S4, S2) Complaints Processing (S1, S5, S4, S2) Returns Processing (S2, S4, S5) Follow-Up Processes (S5, S4, S2) Logistics Integration (S1, S5, S4, S2) Complaints and Returns Analytics (S1, S5, S4, S2, S3) In-House RepairCase Management Installed Base Management Installed Base Processing (S5, S4, S2) Warranty Management Customer Warranty (S5, S4, S2) Warranty Determination (S5, S4, S2) Resource Planning Service Resource Planning (S1, S5, S4, S2) Resource Master Data (S5, S4, S2) Assignment Management (S5, S4, S2) Absences/ Attendances Maintenance (S5, S4, S2)

8 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 3.SAP CRM Web Channel 3.1.E-Service Agenda

9 Interaction Center Telemarketing Campaign ExecutionLead ManagementPersonalization Telesales Accounts & ContactsActivity ManagementOpportunity Management Quotation & Order Management Customer Service Help Desk & Shared Service CenterCustomer Service & SupportComplaint Management IC Management Knowledge ManagementProcess ModelingCommunication Channels

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 (S5, S2, S4) Soft Phone (P1, S5, S4, S2) Interactive Scripts (S5, S4, S2) Script Effectiveness (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)

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) Customer Alerts (S5, S4, S2) Interactive Scripting (S5, S4, S2) Multi Channel Interactions (P1, S5, S4, S2) Activity ManagementOpportunity ManagementQuotation & Order Management Inquiries & Quotations (S5, S4, S2) Order Capture (S5, S4, S2) ERP Sales Order (S5, S2, S4) 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)

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 & Shared Service Center Information Help Desk (S5, S2, S4) IT Help Desk (S5, S4, S2) Service Request & Incident Management (S2, S4, S5) 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) Information Security Profile (S5, S4, S2) and Chat Integration (S5, S4, S2) Interactive Auto Suggest of Solutions (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

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) Standard Response for and Chat (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, S2, S4) Rule Modeler (S5, S4, S2) Communication Channels Automatic Number Identification (ANI) (P1, S5, S4, S2) Interaction History (S5, S4, S2) Interaction Analysis (S5, S4, S2, S3)

14 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 3.SAP CRM Web Channel 3.1.E-Service Agenda

15 Web Channel E-Marketing Catalog ManagementContent ManagementPersonalization & Web Campaigns Store Locator E-Commerce Quotation & Order Management Shopping Basket Management Pricing & Contracts Interactive Selling & Configuration Web AuctionsSelling via Partners E-Service Knowledge Management Service Order Management Live SupportInstalled Base Complaints & Returns Billing & Payment Account Self Service

16 Web Channel E-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: Knowledge Management Solution Search (S6) Knowledge Base Management (S6) Frequently Asked Questions (S6) Service Order Management Service Requests (S6) Entitlement Validation (S6) Status and Tracking (S1, S6) Live SupportInstalled Base Installation Management (S6) Warranty Management (S4, S6) Product Registration (S6) Complaints & Returns Complaints Management (S6) Returns Management (S6) Billing & PaymentAccount Self Service

17 Solution Map Product Table KeyDescription S1SAP ERP S2SAP Marketing (SAP CRM) S3SAP NetWeaver S4SAP Sales Management (SAP CRM) S5SAP Service Management (SAP CRM)

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