Introduction To MySAP CRM

Introduction to mySAP CRM
mySAP CRM Overview

Case Study
Why choose mySAP CRM?
Speaker: Louisa Morassutti

Duration:
Section 1: 15 minutes
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1
Course Agenda
Topics:
Topics:
1.
5.
mySAP CRM E-Commerce
2.
Foundation & Architecture
6.
3.
mySAP CRM Analytics
mySAP CRM Channel

Management
4.
mySAP CRM Marketing
7.
mySAP CRM Sales
8.
mySAP CRM Interaction Center
Topics:
9.
mySAP CRM Service
10. mySAP CRM Field Applications

11. mySAP CRM for Industries
12. mySAP CRM Implementation & Operation
Introduction to mySAP CRM: Unit Objectives
At the conclusion of this unit, you will be able to:

Explain how mySAP CRM fits into the enterprise ecosystem
with mySAP Business Suite
Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries
Name the advantages mySAP CRM offers to address
challenges faced by customers
Introduction to mySAP CRM: Business Scenario
Competitive markets, demanding customers and the need to

optimize internal processes put companies under great
pressure. They are now looking for a software solution which
provides seamless end-to-end integration, offers the
functionality required by their industry and can be flexibly
deployed.
What is CRM?
Customer Relationship Management (CRM)

is a business strategy aimed at optimizing
customer-facing activities for the greatest impact on
business success
mySAP CRM as Part of the mySAP Business Suite

mySAP Business Suite and the Enterprise Ecosystem
Product &
Services
Customer
Purchase Order
Management
mySAP
SRM
Sales Order &

Delivery Management
Maintenance & Quality
mySAP ERP
Financials
Human Resources
Corporate Services
Operations
mySAP
CRM
Inventory & Production
Supply
Chain
Partner
mySAP SCM
Multichannel
mySAP PLM
SAP NetWeaver
Partner
Operations &
Administration
Departments of an Enterprise Driving

Customer Interactions
Which departments of an enterprise
are involved in
customer-facing activities?
Customer Related Activities in Marketing

Key Processes
Campaign Management
Customer Segmentation
Lead Management
E-Marketing
Trade Promotion Management
(TPM)
Marketing Planning and
Analytics
Customer Related Activities in Sales

Key Processes
Sales Order Management,
Quotations and Contracts
Account and Contact
Management
Opportunity and Pipeline
Management
Task and Activity Management
Incentives and Commissions
Management
Leasing
Sales Planning and Analytics
Customer Related Activities in Service

Key Processes
Service Request, Service Order
and Contract Management
Complaint Management
Case Management
Installed Base Management
Knowledge Management
Workflow and Escalation
Management
Workforce Management
Professional Services
Service Planning and Analytics
Customer Interaction Channels
Which channels
does an enterprise use to interact with
customers?
Customer Interaction Channels
Deep Industry Processes go Beyond

Data and Presentation Layers
Why is it important to consider
industry-specific requirements?
Business
Partner
What do I
sell or service?
How do I
sell or service?
Citizen in Public Sector
Physicians in
Pharmaceuticals
Stores in Retail
Retailer and Consumer in

Consumer Products
Materials and Sets in

Consumer Products
Orders in Consumer
Products
Vehicles in Automotive
Cases in Public Sector
Consultants in
Contracts in Utilities
Product
Business
Processes
Key Industry Processes within mySAP CRM

Manufacturing Industries
Service Industries
Customer and Vehicle Relationship

Management (Automotive)
Trade Promotion Management

(Consumer Products)
Intellectual Property
Management,
Campaign Management for
Advertising and Subscriptions
(Service Providers)
Channel Sales Management

(High Tech)
(Media)
Value Based Detailing,

Contracts and Chargeback
(Pharmaceuticals)
Sales Management for

Commercial and Industrial
Customers
Sales Against Contracts

(Oil & Gas)
Asset Services Portal
(Industrial Machinery &
Components)
Lean Batch Management
(Process Industries)

(Utilities)
Case Management
INDUSTRYSPECIFIC
CRM
(Public Sector, Financial Services,

Telco)
Constituent Services
(Public Sector)
Contract Sales in Dealer Portal

(Telco)
Leasing
Customer Oriented Banking and
Insurance Services
...
mySAP CRM Overview

Case Study
Case Study of mySAP CRM Solution Overview

Analyst looks at the
sales distribution and
classifies customers
44
mySAP CRM
Marketing
Marketing manager
creates a target group
and a marketing
campaign
33
mySAP CRM
Analytics
mySAP CRM
E-Commerce
55
Customer makes
purchase in
Web shop
mySAP CRM
Field Appl.
99
mySAP
10
10
CRM
Service technician
provides solution
to customer
Solution
mySAP CRM
Service
Service rep creates service

order and assigns
appointment to service
technician
Customer calls,
IC agent creates
complaint
88
Channel manager
creates lead, partner
creates order
mySAP
CRM
Sales
mySAP CRM
Interaction
Center
66
mySAP CRM
Channel Mgmt
77
Sales order is replicated to

SAP Enterprise and delivery takes place
Note: Numbers correspond to chapters
mySAP CRM Overview

Case Study
Why choose mySAP CRM:

1. Support of Seamless End-to-End Processes
CRM Processes Across the Value Chain
Powered by NetWeaver

2. Best Industry-Specific Capabilities
Industry-Specific Solutions as Strategy
30 years of industry expertise

Best practices developed with largest customer base
and joint development projects with leading
organizations
Powerful organization in place across 23 industries
Largest partner ecosystem

3. Modular Deployment Enables Fast Return on Investment
Customers start according to their priorities,

realize fast ROI and expand solutions step-by-step
SAP Customers Quick Steps to CRM Value
mySAP CRM
@ Customer Site
Product
Proposal
Field
Sales OMS
Outbound
Telesales
Campaign
Automation
mySAP CRM Platform
Interactive
Selling
Sample Solution Maps: CRM Enterprise
Sample Solution Maps: mySAP CRM Sales (1)

Sales (1)
Sales Planning
and Forecasting
c
Integrated EBusiness Planning
Platform (S1)
Flexible Modeling
(S1)
Strategic Planning
(S1)
Supply Chain
Integration (S1)
Territory
Management
Market
Segmentation (S1)
Territory
Maintenance (S1)
Assignment
Scheduling (S1)
Territory/
Organizational
Mapping (S1)
Rolling Forecast
(S1)
Responsibility
Determination (S1)
Collaborative
Planning (S1)
Mobile Business
Support (S1)
Planning-Cycle
Monitoring (S1)
Performance
Reviews (S1)
Territory
Reorganization
(S1)
Sales Planning
Cockpit (S1)
Business Content
(S1)
Sales Analysis by
Territory (S1)
Interface to ThirdParty Territory
Planning Tools
(S1)
Account and
Contact
Management
Account and
Contact Person
(S1)
Search and List
(S1)
Fact Sheet (S1,
S2)
Interaction History
(S1)
Activities (S1)
Opportunities (S1)
Addresses (S1)
Relationships (S1)
Pricing (S1)
Notes (S1)
Attachments (S1)
Print Account
Overview (S1)
Email and Fax
Integration (S1)
Activity
Management
Tasks and Business
Activities (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Status and Result (S1)
Notes (S1)
Attachments (S1)
Private Activities (S1)

Groupware Integration
(S1)
Campaign Reference
(S1)
Activity Journal (S1)
Follow-Up Documents
(S1)
Action Management (S1)
Workflow Management
(S1)
Activity Monitor (S1)
Multiple Survey
Assignment (S1)
Document Flow (S1)
Active/Passive
Analysis (S1)
Success/Failure
Analysis (S1)
Customer Care Intensity
Analysis (S1)
Activities per
Organizational
Unit Analysis (S1)
Activity History
Analysis (S1)
Opportunity
Management
c
Planned Activities
Analysis (S1)
Sales Cycle
Analysis (S1)
Opportunity
Planning (S1)
Sales Team (S1)
Competitors (S1)
Product Notes (S1)
Individual Sales
Cycle (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Product Category
(S1)
Pricing (S1)
Follow-Up
Documents (S1)
Product
Configuration (S1)
Expected Product
Value (S1)
Attachments (S1)
Competitor
Products (S1)
Multiple Survey
Assignment (S1)
Project Milestones
(S1)
Lead to Opportunity
Workflow (S1)
Status and
Reason (S1)
Buying Center
(S1)
Assessment
(Survey) (S1)
Competitor
Analyses (S1)
Sales Assistant (S1)
Quotation and
Order
c Management
Inquiries (S1)
Contract
Incentive and
Management and Commission
c
c Management
Leasing
Value Contracts (S1)
Quantity Contracts
(S1)
Releasable
Mixed Documents (S1) Products (S1)
Automatic
Automatic
Organizational Data
Organizational Data
Determination (S1)
Determination (S1)
Automatic Partner
Automatic Partner
Determination (S1)
Determination (S1)
Automatic Text
Text Management
Handling (S1)
(S1)
Status
Status
Management (S1)
Management (S1)
Pricing (S1)
Pricing (S1)
Attachments (S1)
Attachments (S1)
Incompletion
Credit Management
Check (S1)
and Credit Check
Credit Management
(S1, S2)
and Credit Check
Payment Card
(S1, S2)
Processing (S1,
Payment Card
S2)
Processing (S1,
Workflow
S2)
Management (S1)
Workflow
Automated FollowManagement (S1)
Up Processes (S1)
Automated FollowOutput
Up Processes (S1)
Determination (S1)
Document Flow (S1)
Pricing and
Product
Product Listing/
Configuration (S1)
Exclusion (S1)
Document Flow
Product
(S1)
Determination (S1)
Product
Date Management
Configuration (S1)
(S1)
Batch Processing
Authorized
(S1, S4)
Partners (S1, S2)
Sales Document
Monetary Value in
with Structured
Quantity Contracts
Products (S1)
(S1)
Quotations (S1)
Sales Orders (S1)
Incentive Plan
Modeling (S31)
Configuration
Templates (S31)
Roll Up Hierarchies
/Indirect Participants
(S31)
Contracts and
Agreements
Handling (S31)
Individual Plans (S31)
Segment
Management (S31)
Participant
Determination (S31)
Transaction
Valuation (S31)
Commission
Remuneration (S31)
Incentive (Bonus)
Remuneration (S31)
Quota Attainment
Calculation (S31)
Results
Adjustments (S31)
Posting and
Settlement (S31,
S11, S9)
Commission
Simulation (S31)
Commission
Status
Management
(S31, S13, S137,
S99)
Sample Solution Maps: mySAP CRM Sales (2)

Sales (2-continued)
Sales Planning and
Forecasting
Territory
Management
Account and
Contact
Management
Activity
Management
Opportunity
Management
c
Quotation and Order

Management
c
Project Goals
Definition (S1)
Output
Determination (S1)
Sales Project
Management (S1)
Opportunity
Hierarchies (S1)
Document Flow
(S1)
Free Goods (S1)
Opportunity Plan
Fulfillment Systems
Synchronization (S1, S2)
Availability Check
(S1, S2, S4)
Sourcing (S1)
Release Order Processing (S1)

Cancellation Handling (S1)
Contract Completion (S1)
Collaborative Contract Negotiation (S1)
Fulfillment Systems Synchronization
(S1, S2)
Open Sales Contract Analysis (S1)
Opportunity
Pipeline Analysis
(S1)
Minimum Order Quantity

Check (S1)
Delivery Groups (S1)
Follow-Up Order (S1)
Analysis of Products in Contracts (S1)
Win/Loss Analysis
(S1)
Quotation Notification (S1)
Top Five Contracts (S1)
Alternative Items (S1)
Completed Sales Contract Analysis (S1)
Validity Period (S1)
Canceled Sales Contract Analysis (S1)
Quotation Item Rejection (S1)
Pricing (Leasing) (S1)
Success Rate per

Product (S1)
Financial Simulation (Leasing) (S1)
Expected Sales
Volume Analysis
(S1)
Forecast
Reliability Analysis
(S1)
Opportunities
Results Analysis
(S1)
Sales Probability (S1)

Quotation Tracking
Analysis (S1)
Quotation Success Rate
Analysis (S1)
Top Five
Quotations (S1)
Incoming Sales Order
Analysis (S1)
Plan/Actual
Comparison (S1)
Best-Selling
Products (S1)
Incentive and
Contract Management
Commission
and Leasing
c
c Management
Financial Mathematic Calculation

(Leasing) (S1)
Residual Value Calculation (Leasing) (S1)

Tax Handling (Leasing) (S1, S2)
Periodic Billing (Leasing) (S1, S11)
Offer and Contract Creation (Leasing) (S1)
Outline Agreements (Leasing) (S1)
Status Management (Leasing) (S1)
Partner and Organizational
Data Determination (Leasing) (S1)
Quotation to Contract Conversion
(Leasing) (S1)
Floating and Index Rate
Adjustment (Leasing) (S1)
CRM Content Supports Implementation
CRM Solution Manager Content 4.0
Component Views
Configuration Guides
Introduction to mySAP CRM: Unit Summary
You are now able to:

Explain how mySAP CRM is part of the enterprise ecosystem
with mySAP Business Suite
Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries
Name the advantages mySAP CRM offers to address
challenges faced by customers

Introduction To MySAP CRM

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Introduction To MySAP CRM

Cargado por

Copyright:

Formatos disponibles

Introduction to mySAP CRM

mySAP CRM Overview

Speaker: Louisa Morassutti

SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 1