Solution Map SAP Best Practices for CRM SAP

Solution Map SAP Best Practices for CRM SAP Best Practices

Scope Definition of SAP Best Practices for CRM V 2. 70 n This presentation describes the business scenario scope of SAP Best Practices for CRM V 2. 70 based upon the business map of SAP CRM 7. 0. n Process categories (e. g. Partner Channel Management) and main processes (e. g. Case Management) not covered by SAP Best Practices for CRM V 2. 70 are „greyed out“. n Processes not covered by SAP Best Practices for CRM V 2. 70 are not listed.

Agenda 1. SAP CRM Enterprise 1. 1. Marketing 1. 2. Sales 1. 3 Service 2. SAP CRM Interaction Center 2. 1. 2. 2. 2. 3 2. 4 3. Telemarketing Telesales Customer Service IC Management SAP CRM Web Channel 3. 1. E-Service

SAP Best Practices for CRM Solution Scope Segmentation & List Management Sales Planning Performance & Forecasting Management Territory Management Campaign Management Accounts & Contacts Service Installations Customer Sales & Contracts & & Mainte. Service & Marketing Agreements nance Support Real-Time Offer Management Lead Management Loyalty Management Opportunity Quotation & Incentive & Pricing & Time & Manage. Order Commission Contracts Travel ment Management Field Service Management Returns & Depot Repair Warranty & Service Claims Collaboration, Logistics & Manage. Analytics, Finance ment Optimization E-Commerce functionality covered by solution SAP BP for ERP E-Commerce Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available 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 Business Communication Management Marketing Resource Management Trade Promotion Management Service Interaction Center Web Channel Sales Partner Channel Management Marketing

SAP CRM Rapid Deployment Edition Solution Scope Segmentation & List Management Sales Planning Performance & Forecasting Management Territory Management Campaign Management Accounts & Contacts Service Installations Customer Sales & Contracts & & Mainte. Service & Marketing Agreements nance Support Real-Time Offer Management Lead Management Loyalty Management Opportunity Quotation & Incentive & Pricing & Time & Manage. Order Commission Contracts Travel ment Management Field Service Management Returns & Depot Repair Warranty & Service Claims Collaboration, Logistics & Manage. Analytics, Finance ment Optimization Business Communication Management Marketing Resource Management Trade Promotion Management Interaction Center Service Web Channel Sales Partner Channel Management Marketing

SAP Customer Relationship Management Marketing Resource Management Segmentation & List Management Campaign Management I, S, R Real-Time Offer Management I, S, R Lead Management I, S, R Multiple Data Source Access (S 5, S 4, S 2) Campaign Planning (S 5, S 4, S 2, S 3) Multiple Interaction Channels (S 5, S 4, S 2) High Speed Data Search (S 5, S 4, S 2) Automated Qualification (S 5, S 4, S 2) Preview Lists (S 5, S 4, S 2) Marketing Calendar (S 5, S 4, S 2) Multichannel Campaign Execution (S 5, S 4, S 2) Pre-Filtered/Personalized Attribute Lists (S 5, S 4, S 2) Personalized (E)Mails (S 5, S 4, S 2) Sampling and Splitting (S 5, S 4, S 2) Call Lists (S 5, S 4, S 2) Embedded Predictive Modeling (S 5, S 4, S 2, S 3) Campaign Analysis (S 5, S 4, S 2, S 3) Rule-based Distribution (S 5, S 4, S 2) Mass Generation (S 5, S 4, S 2) Automatic Generation of Follow-Up Activities (S 5, S 4, S 2) Lead Surveys (S 5, S 4, S 2) Personalized Filters (S 4, S 5, S 2) Lead Analysis (S 5, S 4, S 2, S 3) Quick Counts (S 5, S 4, S 2) Segment Deduplication (S 5, S 4, S 2) Suppression Filters (S 5, S 4, S 2) Target Group Optimization (S 5, S 4, S 2, S 3) Clustering (S 5, S 4, S 2, S 3) Data Mining (S 5, S 4, S 2, S 3) Decision Trees (S 5, S 4, S 2, S 3) List Management - List Format Mapping (S 5, S 4, S 2) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com

SAP Customer Relationship Management Sales Planning & Forecasting Sales Performance Management I, S, R Pipeline Performance Management (S 2, S 4, S 5) Territory Management Accounts & Contacts I, S Opportunity Management I, S, R Market Segmentation (S 5, S 4, S 2) Territory Assignment & Scheduling (S 5, S 4, S 2) Territory/ Organizational Mapping (S 4, S 5, S 2) Sales Analysis by Territory (S 5, S 4, S 2, S 3) Visit Planning (S 5, S 4, S 2) Fact Sheet (S 5, S 4, S 2, S 3) Interaction History (S 5, S 4, S 2) Activity Management (S 5, S 2, S 3) Email Integration (S 5, S 4, S 2) Relationship Management (S 5, S 4, S 2) Marketing Attributes (S 5, S 4, S 2) Customer Analysis (S 5, S 4, S 2, S 3) Account Classification (S 2, S 4, S 5) I, S, R Quotation & Order Mgmt. (ERP) Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Incentive & Commission Management I, R Team Selling Quotations (S 5, S 4, S 2) Competitive Order Capture Information (S 5, S 4, S 2) Automatic Account. Business specific Sales Partner Processes Assignment (S 5, S 4, S 2) Automatic Order Status Business Tracking Partner (S 5, S 4, S 2) Assignment Pricing (S 5, S 4, S 2) Pricing (S 5, Order S 4, S 2) Validation Check Activities (S 5, S 4, S 2) Follow-Up Availability Transactions Check (S 5, S 4, S 2) Anticipated Quotation and Revenue Order Analysis (S 5, S 4, S 2) Buying Center Cross-/ (S 5, S 4, S 2) Upselling (S 5, S 4, S 2) Sales Process & Selling Methodologies (S 5, S 4, S 2) Opportunity Analysis (S 5, S 4, S 2, S 3) SAP Product Available Pricing & Contracts Sxx, Vxx, Bxx Pxx Basic Pricing for Opportunity (S 5, S 4, S 2) I, S, R Complete Pricing for ERP documents (S 5, S 4, S 2) I, R SAP Product & Service Partner Product For more information see: http: //www. sap. com Time & Travel

SAP Customer Relationship Management Service Sales & Marketing Service Contracts & Agreements I, S Service Agreement Management (S 5, S 4, S 2) Service Contract Management Service Level Management (S 5, S 4, S 2) Installations & Maintenance I, S Installed Base & Objects Management (S 5, S 4, S 2) Installation & Configuration (S 5) Customer Service & Support Field Service Returns & Management Depot Repair Warranty & Claims Management I, S Service Requests Processing (S 5) - Service Order Quotation I, S Service Logistics & Finance Service Collaboration, Analytics, Optimization I, S Warranty Billing Management (S 5, (S 1, S 5) S 4, S 2) - Service Order Processes - Service Employee Resource Planning - Service Confirmation Processing - Logistics Integration Processes - Service Order Analytics - Service Resource Planning - Resource Master Data - Assignment Management - Absences/Attendances Maintenance Knowledge Management (S 5, S 4, S 2) Complaints Processing (S 1, S 5, S 4, S 2) - Returns Processing - Follow-Up Processes - Logistics Integration - Complaints and Returns Analytics SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com Multichannel Integration (S 5) Service Forecasting, Planning, Analysis (S 5)

Agenda 1. SAP CRM Enterprise 1. 1. Marketing 1. 2. Sales 1. 3 Service 2. SAP CRM Interaction Center 2. 1. 2. 2. 2. 3 2. 4 3. Telemarketing Telesales Customer Service IC Management SAP CRM Web Channel 3. 1. E-Service

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

Interaction Center Telemarketing Campaign Execution Lead Management I, S Personalization I, S Call List Assignment (I, S, R) Lead Generation (S 5, S 4, S 2) Scripting (S 5, S 4, S 2) Soft Phone (P 1, S 5, S 4, S 2) Lead Qualification (S 5, S 4, S 2) Alert Modeler (S 5, S 4, S 2) Interactive Scripts (S 5, S 4, S 2) Questionnaire (S 5, S 4, S 2) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com

Interaction Center Telesales Accounts & Contacts Activity Management I Fact Sheet (S 5, S 4, S 2) Interaction History (S 5, S 4, S 2) Alerts (S 5, S 4, S 2) Interactive Scripting (S 5, S 4, S 2) Multi Channel Interactions (P 1, S 5, S 4, S 2) Quotation & Order Management I Automatic Business Partner Assignment (S 4) Status and Result Tracking (S 4) Agent Inbox (S 4) I Quotations (S 5, S 4, S 2) Order Capture (S 5, S 4, S 2) Automatic Business Partner Assignment (S 5, S 4, S 2) Order Status Tracking (S 5, S 4, S 2) Pricing (S 5, S 4, S 2) Order Validation Check (S 5, S 4, S 2) Fulfillment Synchronization (S 5, S 4, S 2) Call List Processing (S 5, S 4, S 2) Multi Channel Interactions (S 5, S 4, S 2) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com

Interaction Center Customer Service Help Desk Customer Service & Support Complaint Management I, S, R Account Identification & Maintenance (S 5, S 4, S 2) Information Help Desk (S 5, S 4, S 2) Registered Product Identification (S 5, S 4, S 2) Service Request (S 5, S 4, S 2) Interaction History (S 5, S 4, S 2) Interaction Record (S 5, S 4, S 2) Scratch Pad Notes (S 5, S 4, S 2) Interaction History (S 5, S 4, S 2) Service Order & Request Management (S 5, S 4, S 2) Multi-level Categorization (S 5, S 4, S 2) Knowledge Search (S 5, S 4, S 2) Content Management Integration (S 5, S 4, S 2) Solution Database (S 5, S 4, S 2) Spare Parts and Services (S 5, S 4, S 2) E-Mail and Chat Integration (S 5, S 4, S 2) Service Quotations (S 5, S 4, S 2) Auto Suggest (S 5, S 4, S 2) Escalation Management (S 5, S 4, S 2) Service Level Management (S 5, S 4, S 2) only I, S Contract & Entitlement Management (S 5, S 4, S 2) only I, S Service Level Management (S 5, S 4, S 2) Escalation Management (S 5, S 4, S 2) only I, S Warranty Management (S 5, S 4, S 2) only I, S Installed Base Management (S 5, S 4, S 2) Service Product Proposal (S 5, S 4, S 2) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com

Interaction Center IC Management Knowledge Management Process Modeling I, S, R Solution Search (S 5, S 4, S 2) Multiple Knowledge Databases (S 5, S 4, S 2) Interactive Auto Suggest of Solutions (S 5, S 4, S 2) only R Mail Forms (S 5, S 4, S 2) Multilevel Categorization (S 5, S 4, S 2) Fact Sheet (S 5, S 4, S 2) Interaction History (S 5, S 4, S 2) Communication Channels Alert Management (S 5, S 4, S 2) Scripting (S 5, S 4, S 2) Alert Modeler (S 5, S 4, S 2) Rule Modeler (S 5, S 4, S 2) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Automatic Number Identification (ANI) (S 5, S 4, S 2) Interaction History (S 5, S 4, S 2) Interaction Analysis (S 5, S 4. S 2) only I, S Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com

Agenda 1. SAP CRM Enterprise 1. 1. Marketing 1. 2. Sales 1. 3 Service 2. SAP CRM Interaction Center 2. 1. 2. 2. 2. 3 2. 4 3. Telemarketing Telesales Customer Service IC Management SAP CRM Web Channel 3. 1. E-Service

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

Web Channel E-Service Knowledge Management Service Order Management Knowledge Base Management (S 6) Frequently Asked Questions (S 6) Installed Base I, S Solution Search (S 6) Live Support Complaints & Returns I I, S Service Requests (S 6) Installation Management (S 6) Warranty Management (S 4, S 6) Product Registration (S 6) Entitlement Validation (S 6) Status and Tracking (S 1, S 6) Resource Planning (S 6) SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus Collaborative Business Map Available Billing & Payment Complaints Management (S 6) Returns Management (S 6) Sxx, Vxx, Bxx Pxx SAP Product & Service Partner Product For more information see: http: //www. sap. com Account Self Service

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