Superior customer value l.jpg
This presentation is the property of its rightful owner.
Sponsored Links
1 / 34

Superior Customer Value PowerPoint PPT Presentation

Superior Customer Value SAP Live and Local Webcast Tour ‘08 24 April, 2008 CRM is back on the CxO agenda Survey of 114 CxO and senior execs conducted by The Economist Intelligence Unit, Aug-Sept. 2007 SAP CRM CRM without compromise Simple Flexible Comprehensive

Download Presentation

Superior Customer Value

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


Superior customer value l.jpg

Superior Customer Value

SAP Live and Local Webcast Tour ‘08

24 April, 2008


Crm is back on the cxo agenda l.jpg

CRM is back on the CxO agenda

Survey of 114 CxO and senior execs

conducted by The Economist Intelligence Unit, Aug-Sept. 2007


Sap crm l.jpg

SAP CRM

CRM without compromise

Simple

Flexible

Comprehensive

Flexible applications and deployment

Modular components for incremental business initiatives

High user adoption and user productivity

Ease of use

Choice

Innovation


Sap crm9 l.jpg

SAP CRM

CRM without compromise

Simple

Flexible

Comprehensive

Flexible applications and deployment

Modular components for incremental business initiatives

High user adoption and user productivity

Ease of use

Choice

Innovation


Easy user interface configuration l.jpg

Easy User Interface Configuration

  • Easily add, re-position or re-label fields

  • Visual Editor - what you see is what you get


Enterprise services l.jpg

Enterprise Services

  • Decouple the underlying system functions

  • Enable “mash ups” of reporting, transactions, non-SAP systems etc

  • Access the system the way you want: “paper like” forms, dashboards Outlook, widgets, mobile

  • Preserve integrity of business information


Process composition l.jpg

Process Composition


Example adobe interactive forms l.jpg

Example Adobe Interactive Forms


Benefits of increased flexibility l.jpg

Benefits of increased flexibility

The speed of adding new fields with the UI configuration tool and the ease of creating and adding access to new Web services … will speed deployment dramatically.

The reduction of time for tasks that once took two days to 15 minutes and others that took one hour to only three minutes will make projects faster and quicker to deliver end-user requirements.

SAP CRM's ease of application configuration and reconfiguration also will reduce significantly the need for external consultants during configuration implementation.

Gartner: 17th December 2007


Sap crm15 l.jpg

SAP CRM

CRM without compromise

Simple

Flexible

Comprehensive

Flexible applications and deployment

Modular components for incremental business initiatives

High user adoption and user productivity

Ease of use

Choice

Innovation


The complete sap crm solution l.jpg

The complete SAP CRM Solution

Marketing

E-Commerce

Interaction Center

Channel Management

Marketing Resource Management

Segmentation & List Management

Campaign Management

Trade Promotion Management

Lead Management

Analytics

Access Modes

Industry Scenarios

Sales

Sales Planning & Forecasting

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

Integrated Enterprise Resource Planning

E-commerce

Interaction

Centre

Channel Mgt

Analytics

Access Modes


Comprehensive industry scenarios end to end industry specific processes l.jpg

Comprehensive Industry Scenarios End-to-end, industry-specific processes

  • Telecommunications

    • Order Management

  • Financial Services

    • Full Service Leasing, Account Origination

  • Public Sector

    • Grantor Management

    • Social Services – Social Case Management

  • Life Sciences

    • Contract Lifecycle Management

  • Utilities

    • Residential Customer Care

    • Commercial & Industrial Customers

  • Travel & Transport

    • Electronic Toll Collection

  • Consumer Products

    • Trade Promotions Management

  • High Tech

    • Channel Funds / Channel Sales

  • Media

    • Intellectual Property Management


Trade promotions management l.jpg

Trade Promotions Management

Trade Promotions Mgt

  • 1.Headquarter Planning

    • Consensus Plan

    • Sales Budgeting

    • Schedule Creation

Trade Funds Mgt

Trade Claims Mgt

  • 2.Account Planning

    • Pre-analysis

    • Event Planning

    • Promotion Planning

  • 5.Evaluation & Analysis

    • KPI Reporting

    • Syndicated Data

    • Funds Tracking

  • 3.Sell-in & Negotiation

    • Proposal generation

    • Demand planning

    • Flexibility

  • 4. Retail Execution, Validation & Settlement

    • Field Sales Rep support

    • Invoicing

    • Payments


Fund overview page l.jpg

Fund Overview Page


Slide20 l.jpg

Pipeline Performance Management


Sap business communications mgt l.jpg

SAP Business Communications Mgt

Isolated communicationsand systems silos

All-software based integrated communications and business process applications

Diversity ofUsers

Agents

Fieldworkers

Remote

agents

Corporate

telephony users

Traveling

experts

Automated

services

Range of Standard Terminals

IT Systems

Office Telephony

Contact Center

Mobile Telephony

IP

Hardphones

PCDesktops

Mobile Terminals

SAP BCM (Communications apps)

OfficeContactMobileTelephonyCenterTelephony

SAP CRM(Process apps)

Software Applications

Standard IT and Network

Infrastructure

PSTN/IN

IP

Mobile Networks

Multiple Communications Channels


Sap bcm business value l.jpg

SAP BCM business value

  • Manage distributed cross-functional resources

  • Leverage corporate knowledge

  • Provide a seamless customer experience across channels

SAP BCM Business Value

Better service to customers

Faster response times, and improved contact quality and first time resolution rates

Consistent service across contact channels

Proactive customer need analysis and fulfillment

Improved internal performance

Higher team and personal efficiency

Improved business process performance and quality

Better visibility and control to customer facing operations

Lower systemTCO

Minimal or no hardware and software investments

Lower installation, integration and maintenance costs

Minimal expansion investment


Sap bcm functionality map l.jpg

SAP BCM functionality map

Corporate communication services

Inbound contact centers

Outbound contact centers

Personal telephony

Mobilecontact centers and telephony

Unified Contact Routing

IVR and Voicemail Services

Online Monitoring, Reporting and Analysis

Solution capabilities

Centralized Management and Administration

Directory and Presence Services

Voice Logging


Intent driven interaction rule based agent guidance l.jpg

Intent-Driven Interaction (Rule-Based Agent Guidance)

Use centrally defined business rules to

- trigger and terminate alerts

- launch interactive scripts

- automatically navigate to any IC or CRM screen

- add items to the agent wrap-up (to-do reminder) list

- invoke Real Time Offer Management

Create your own IC events (used for triggering rules) based on any UI element (such as the click of a specific button)

Define your own re-usable alerts via the new Alert Editor


Real time offer management l.jpg

Real Time Offer Management

  • Marketing

  • Offers and their value

  • Target population

  • Interaction channels

  • Triggers and events

Define offers and manage offer catalogue

Recommend best offers

Measure and provide insights

Learn and adapt

1

2

3

4

  • Other real time information

  • Interaction data

  • Agent skills

  • Level of service

  • External information

  • Real time customer information

  • Real time customer profile

  • Previous customer’s responses

RTOM

  • Optimal recommendation

  • Cross/up sell offers

  • Retention offers

  • Marketing messages

  • Next best action


Slide26 l.jpg

Real Time Offer Management: Alert


Slide27 l.jpg

Real Time Offer Management: Offer List


Sap crm in summary l.jpg

SAP CRM in Summary

Simple

Flexible

Comprehensive

End-to-end

functional coverage

Easy to Use

Flexible to Change


What now l.jpg

What Now?

…throw out all your old notions of the clunky CRM UI.

Any SAP customers intending to implement or upgrade any time in the next 12 to 18 months should look no further than CRM 2007.

http://www.amrresearch.com/Content/View.asp?pmillid=21000

SAP CRM customers that have piloted, trialed or had limited success… should request a demonstration of the new version.

SAP R/3 and ERP users that have not had time and resources to adopt SAP CRM should consider the new version…

http://www.gartner.com/DisplayDocument?ref=g_search&id=565116&subref=advsearch


Eclipse aviation sap crm 2007 upgrade l.jpg

Eclipse Aviation SAP CRM 2007 upgrade

https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/9286

  • Interaction Center for Sales and Customer Service

  • Campaign Mgt for outbound email

  • CRM 4.0 upgrade (few custom developments)

  • “Technical plus” upgrade (focused on the new UI)

  • 5 person team, 2 month project

  • Rejected salesforce.com due to lack of ERP integration


More information l.jpg

More information

  • CRM 2007 demos

    • https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/webcontent/uuid/50e8b4cb-9284-2a10-6c84-f58864f896f4

    • http://www.vimeo.com/798460

  • DUET CRM demos / webinar

    • http://www.sap.com/solutions/duet/demos/index.epx

    • http://sapevents.webex.com/sapevents/playback.php?FileName=http://www.sap.com/fm/webex/10261_SAP_18Sep07.wrf

  • SAP CRM BPX community

    • (best practice, business transformation studies, forums, events etc)

    • https://www.sdn.sap.com/irj/sdn/go/portal/prtroot/docs/webcontent/uuid/f0df5dc7-107f-2a10-d0b5-80c7334ee9a8

  • SAP CRM

  • (Customer Success, Brochures, White papers etc )

    • http://sap.com/crm


Our offer to you l.jpg

Our offer to you

Economist Intelligence Unit: Improving Customer Relationships an Integrated Approach

SAP Whitepaper: CRM Without Compromise – a Strategy for Profitable Growth


Slide33 l.jpg

Questions?


Slide34 l.jpg

Thank you

[email protected]


  • Login