Solution Map SAP Best Practices for CRM

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1 Solution Map SAP Best Practices for CRM

2 Scope Definition of SAP Best Practices for CRM V1.2007
This presentation describes the business scenario scope of SAP Best Practices for CRM V based upon the business map of SAP CRM 2007. 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 Agenda 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 SAP CRM Web Channel 3.1. E-Service

4 SAP Customer Relationship Management
Marketing Web Channel Interaction Center Partner Channel Management Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead 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 Order Management Service Contract Management Complaints & Returns In-House Repair Case Management Installed Base Management Warranty Management Resource Planning E-Commerce functionality Covered by SAP BP for ERP E-Commerce

5 SAP Customer Relationship Management
Marketing Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management Multiple Data Source Access (S5, S4, S2) Marketing Calendar (S5, S4, S2) Multiple Interaction Channels (S5, S4, S2) High Speed Data Search (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2) Automated Qualification (S5, S4, S2) Preview Lists (S5, S4, S2) Personalized (E)Mails (S5, S4, S2) Rule-based Distribution (S5, S4, S2) Pre-Filtered/Personalized Attribute Lists (S5, S4, S2) Call Lists (S5, S4, S2) Mass Generation (S5, S4, S2) Sampling and Splitting (S5, S4, S2) Campaign Analysis (S5, S4, S2, S3) Automatic Generation of Follow-Up Activities (S5, S4, S2) Embedded Predictive Modeling (S5, S4, S2, S3) Lead Surveys (S5, S4, S2) Personalized Filters (S4, S5, S2) Quick Counts (S5, S4, S2) Lead Analysis (S5, S4, S2, S3) 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 Management Pricing & Contracts Incentive & Commission Management Time & Travel Pipeline Performance Management (S2, S4, S5) Market Segmentation (S5, S4, S2) Visit Planning (S5, S4, S2) Team Selling (S5, S4, S2) Using ERP Quotations (S5, S4, S2) Basic Pricing for Opportunity (S5, S4, S2) Fact Sheet (S5, S4, S2, S3) Competitive Information (S5, S4, S2) Territory Assignment & Scheduling (S5, S4, S2) Complete Pricing for ERP documents (S5, S4, S2) Using ERP Orders (S5, S4, S2) Interaction History (S5, S4, S2) Account-specific Sales Processes (S5, S4, S2) Territory/ Organizational Mapping (S5, S4, S2) Activity Management (S5, S4, S2, S3) Automatic Business Partner Assignment (S5, S4, S2) Sales Analysis by Territory (S5, S4, S2, S3) Integration (S5, S4, S2) Pricing (S5, S4, S2) Relationship Management (S5, S4, S2) Activities (S5, S4, S2) Marketing Attributes (S5, S4, S2) Follow-Up Transactions (S5, S4, S2) Customer Analysis (S5, S4, S2, S3) Anticipated Revenue (S5, S4, S2) Account Classification (S2, S4, S5) Buying Center (S5, S4, S2) 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 Service Order Management Service Contract Management Complaints & Returns In-House Repair Case Management Installed Base Management Warranty Management Resource Planning Service Order Quotation (S1, S5, S4, S2) Service Agreement (S5, S4, S2) Knowledge Management (S5, S4, S2) Installed Base Processing (S5, S4, S2) Customer Warranty (S5, S4, S2) Service Resource Planning (S1, S5, S4, S2) Service Order Processes (S1, S4, S5, S2) Service Contract Processing (S1, S5, S4, S2) Complaints Processing (S1, S5, S4, S2) Warranty Determination (S5, S4, S2) Resource Master Data (S5, S4, S2) Service Employee Resource Planning (S1, S5, S4, S2) Returns Processing (S2, S4, S5) Assignment Management (S5, S4, S2) Service Level Management (S5, S4, S2) Follow-Up Processes (S5, S4, S2) Absences/ Attendances Maintenance (S5, S4, S2) Contract Determination (S5, S4, S2) Service Confirmation Processing (S1, S5, S4, S2) Logistics Integration (S1, S5, S4, S2) Logistics Integration Processes (S1, S5, S4, S2) Complaints and Returns Analytics (S1, S5, S4, S2, S3) Service Order Analytics (S1, S2, S4, S5) 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 Agenda 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 SAP CRM Web Channel 3.1. E-Service

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

10 Interaction Center Telemarketing Campaign Execution Lead Management
Personalization Call List Assignment (S5, S2, S4) 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) Script Effectiveness (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 Opportunity Management Quotation & Order Management
Interaction Center Telesales Accounts & Contacts Activity Management Opportunity Management Quotation & Order Management Fact Sheet (S5, S4, S2) Inquiries & Quotations (S5, S4, S2) Interaction History (S5, S4, S2) Order Capture (S5, S4, S2) Customer Alerts (S5, S4, S2) ERP Sales Order (S5, S2, S4) Interactive Scripting (S5, S4, S2) Automatic Business Partner Assignment (S5, S4, S2) Multi Channel Interactions (P1, 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 Help Desk & Shared Service Center Customer Service & Support
Interaction Center Customer Service Help Desk & Shared Service Center Customer Service & Support Complaint Management Information Help Desk (S5, S2, S4) Account Identification & Maintenance (S5, S4, S2) IT Help Desk (S5, S4, S2) Registered Product Identification (S5, S4, S2) Service Request & Incident Management (S2, S4, S5) 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) Information Security Profile (S5, S4, S2) Service Quotations (S5, S4, S2) and Chat Integration (S5, S4, S2) Contract & Entitlement Management (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Service Level 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) 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 Communication Channels
Interaction Center IC Management Knowledge Management Process Modeling Communication Channels Solution Search (S5, S4, S2) Multiple Knowledge Databases (S5, S4, S2) Alert Management (S5, S4, S2) Automatic Number Identification (ANI) (P1, S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Scripting (S5, S4, S2) Interaction History (S5, S4, S2) Standard Response for and Chat (S5, S4, S2) Alert Modeler (S5, S2, S4) Interaction Analysis (S5, S4, S2, S3) Multilevel Categorization (S5, S4, S2) Rule Modeler (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 Agenda 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 SAP CRM Web Channel 3.1. E-Service

15 Web Channel E-Marketing Catalog Management Content Management
Personalization & Web Campaigns Store Locator E-Commerce Quotation & Order Management Shopping Basket Management Pricing & Contracts Interactive Selling & Configuration Web Auctions Selling via Partners E-Service Knowledge Management Service Order Management Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service

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

17 Solution Map Product Table
Key Description S1 SAP ERP S2 SAP Marketing (SAP CRM) S3 SAP NetWeaver S4 SAP Sales Management (SAP CRM) S5 SAP Service Management (SAP CRM)

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