]Orange County Convention CenterOrlando, Florida | May 15-18, 2011

Customer Management Preview

Anjanette WoldRichard Rauch

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Customer Management (CM)2011 Annual Conference Preview

Today’s Speakers: Anjanette Wold, Community Facilitator Richard Rauch, Order Management Program Chair Andy Goddard, SAP CRM SIG Chair Jim Goldfinger, SAP CRM Customer Value Network

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Agenda

Customer Management Team Introduction What to Know Before You Go Networking 101 Conference Schedule at-a-glance Pre Conference Events Highlights of sessions in the ASUG Customer

Management Best Practices Track Mobilizing SAP (ERP and CRM) Track Increasing User Adoption Track Service Excellence Track

Questions/Comments

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Customer Management Community SAP CRM (Customer Relationship Management)

Andy Goddard SIG Chair Kristy Tokarz Program Chair

Order Management Denise Lisse SIG Chair Richard Rauch Program Chair

Credit / Accounts Receivable Roger Koopman SIG Chair

Customer Service & CRM Service Prashant Narayan SIG Chair Richard Kiefer Program Chair

Community Facilitators: Anjanette Wold, Kristy Tokarz

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What To Know Before You Go

Schedule is different than years past: Big Event is Wednesday night so plan to go home Thursday if possible

Create your Agenda in advance Orange County Convention Center is a large

meeting facility and comfortable walking shoes are recommended.

Leave extra room in your suitcase for swag The suggested dress code for the conference is

business casual and evening events are casual. You can expect an average daytime high

temperature of 87°F and a low of 65°F at this time of year.

We do recommend a light sweater or jacket at the convention center as meeting rooms can be cold.

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Networking 101

Bring lots of business cards! Bring your Issues and Questions – for SAP and your

peers!   Introduce yourself – Prepare a 10 second Bio Keep reminding yourself: “People are there to

Network” – most will welcome your approach. Ask questions:  Be interested in the other person Introduce yourself to someone while waiting for a

session to start (you already have a common interest)

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Networking 101

Catch someone after a session that asked a question you share – or can answer.

Jot notes on the back of your card and theirs – just a word or 2 to remind what you talked about

Follow up – send a quick e-mail after the day – or event

Call people by name.  Try to remember it the next time you bump into them.

Don’t be afraid to utilize the contacts you have to meet others.

SAP Point of Contact for CM is Jim Goldfinger, james.goldfinger@sap.com

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Conference Schedule at-a-glance

http://events.asug.com/marketing/ASUG_AC_AP_final5.pdf

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Sunday: Jump Start Your Conference

There are a variety of pre-conference seminars both full and half day available: Achieving Procurement Excellence – Real World Best

Practices BusinessObjects BI 4.0 Tools – In a Single Day Creating a Business-Run Customer Center of Expertise

(COE) with SAP Extend & Energize Your Supply Chain Using SAP SNC

(Rapid-Deployment Solutions) Fully Integrated Talent Management with SAP HCM

Solution: Insight from the Experts Manage and Operate SAP Systems on Virtualized and

Cloud Infrastructures SAP BusinessObjects EPM Suite Road Map Release 10.0 Solution Manager in 2011: SAP Road Maps, Innovation,

Value, and Real Customer Stories

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Sunday: Jump Start Your Conference

SAP Networking Event Join SAP for an exclusive CRM Customer Value Network

Welcome Reception, where you can meet your fellow SAP CRM customers, SAP partners IBM and Inquira, and SAP CRM solution experts for a relaxing evening of networking before SAPPHIRE NOW kicks off!

In addition, key executives representing SAP Incentive Administration, SAP Paybacks and Chargebacks by Vistex, and SAP Price and Margin Management by Vendavo will be in attendance for you to discuss any pricing and incentive initiatives.

Interested? Contact Jim Goldfinger

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CM Track Sessions - Best PracticesBy Session Code 0101 Monday, May 16, 2011 10:30 - 11:30 a.m.

Enhancement Package 1 for SAP CRM 7.0 - Taking Advantage of the Major Performance Features Added to Sales and Service

0104 Monday, May 16, 2011 3:00 - 4:00 p.m. Harnessing the Power of Social Media to Improve Customer Service Operations

0204 Monday, May 16, 2011 3:00 - 4:00 p.m. SAP CRM at Applied Materials

0109 Tuesday, May 17, 2011 4:15 - 5:00 p.m. Jump Start your SAP E-Commerce deployment with both SAP CRM and SAP ERP

0208 Tuesday, May 17, 2011 3:00 to 4:00 p.m. Introduction to the SAP CRM Rapid-Deployment Solution for Sales, Marketing and Service

0209 Tuesday, May 17, 2011 4:15 - 5:00 p.m. Case Study: How CareFusion Transformed their Business with CRM

0210 Wednesday, May 18, 2011 11:30 to 12:30 p.m. SAP CRM - There Has Never Been a Better Time

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Session 0204 Monday, May 16, 2011 3:00 - 4:00 p.m. SAP CRM at Applied Materials Applied Materials has leveraged SAP software functionality to

usher in significant improvements in the areas of sales forecasting, quote generation, opportunity management, reporting, and analysis.

This session offers a look at the business and implementation approaches, as well as the SAP Customer Relationship Management (SAP CRM) 7 application functionality used to achieve these gains.

Applied has deployed SAP CRM to its Solar Business Unit, and by March 2011 will be live on SAP CRM for its aftermarket service and support business unit, which includes a unique requirement on forecasting contract business with recurring revenue.

The session will also cover how Applied integrated sales workflows into SAP CRM as well as mobilizing sales workflows and opportunity creation using BlackBerry mobile devices.

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Session 0109 Tuesday, May 17, 2011 4:15 - 5:00 p.m. Jump Start your SAP E-Commerce deployment with both SAP CRM and SAP ERP Speed up and simplify your SAP E-Commerce

implementation by leveraging current business processes and product data residing in your SAP CRM or SAP ERP environments.

Learn how to reuse existing business processes and data like product information, pricing, and availability for your SAP E-Commerce deployment.

Assess your deployment options, which include linking your e-commerce system with SAP ERP without using a CRM server.

View a live demo showing you how to use business processes supported via the web to benefit from loyalty management and direct connectivity to SAP ERP for order management via SAP E-Commerce.

Gain insight into SAP’s future product plan and direction for SAP’s Web Channel capabilities.

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CM Track Sessions - Mobilizing SAP (ERP and CRM)By Session Code: 4102 Monday, May 16, 2011 12:30 - 1:30 p.m. SAP CRM

Mobile Sales Force Automation with Sybase and iPad Integration

0203 Monday, May 16, 2011 1:45 - 2:45p.m. Software Sales and Activation Process Enablement in SAP using SAP Value Prototyping Methodology

0105 Tuesday, May 17, 2011 11:00 to 12:00 p.m. Improving Pricing and Profitability with SAP Price and Margin Management

0205 Tuesday, May 17, 2011 11:00 - 12:00 p.m. How General Mills extended sales force automation functions on the Apple iPad

0206 Tuesday, May 17, 2011 12:30 to 1:30 p.m. The Success Story Behind Contact and Account Management at OPUBCO Communications Group

0213 Wednesday, May 18, 2011 4:00 - 5:00 p.m. Trade Promotion Management at Pepsi

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Session 0205 Tuesday, May 17, 2011 11:00 - 12:00 p.m. How General Mills Extended Sales Force Automation Functions on the Apple iPad Find out how General Mills customized Sybase’s standard

solution platform for the iPad so that the food company’s bakeries & rood service sales representatives now have real-time access to the data and transaction they need in the field.

Explore how General Mills uses surveys with sales opportunities, which represents a new approach in SAP Customer Relationship Management’s (SAP CRM) implementation of this functionality.

Hear first-hand about the company’s challenges during development and go-live for the sales functions now extended to the iPad.

Hear about how General Mills overcame the challenges of deploying and training field sales personnel on the iPad application.

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CM Track Sessions - Increasing User Adoption

0108 Tuesday, May 17, 2011 3:00 to 4:00 p.m. Reduce your TCO by integrating CRM 7.0 with an existing ECC 6.0 environment via the Lean Order Interface

0110 Wednesday, May 18, 2011 11:30 to 12:30 p.m. Loyalty Management in SAP ERP Implementations

0113 Wednesday, May 18, 2011 4:00 - 5:00 p.m. Critical success factors for boosting your SAP Web Channel

0211 Wednesday, May 18, 2011 1:30 to 2:30 p.m. Key Opportunities and Challenges with SAP CRM 7.0 Upgrade at Welch Allyn

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Session 0108 Tuesday, May 17, 2011 3:00 to 4:00 p.m. Reduce your TCO by integrating CRM 7.0 with an Existing ECC 6.0 environment via the Lean Order Interface Understand how your company can benefit from integrating data from the SAP ERP application in the Web UI for the SAP Customer Relationship Management (SAP CRM) application via the standard Lean Order Interface.

Through SAP CRM 7.0, the session will show how to use existing OTC business processes without change in SAP ERP and how the document flow can be supported.

Additionally, this integration can be accomplished with little to no change to stable and existing processes in SAP ERP. The simple steps to activate the Lean Order Interface will be explained and a best practice discussion will cover how to integrate this feature.

See an example of how custom fields, standard user exits for SAP ERP Central Component (SAP ECC), and pricing can be utilized inside the UI for SAP CRM.

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CM Track Sessions - Service ExcellenceBy Session Code 0102 Monday, May 16, 2011 12:30 - 1:30 p.m. Fully

Integrated B2B in 90 Days 0103 Monday, May 16, 2011 1:45 - 2:45p.m.

Providing a superior service experience for consumers

4203 Monday, May 16, 2011 1:45 - 2:45p.m. Service Excellence at Pepsi with SAP CRM Service

0201 Monday, May 16, 2011 10:30 - 11:30 a.m. Hollister Experience with SAP CRM Upgrade from 4.0 to 7.0

0202 Monday, May 16, 2011 12:30 - 1:30 p.m. Customer Service (Service Management) and Sales and Distribution at Tremco, Inc.

0106 Tuesday, May 17, 2011 12:30 to 1:30 p.m. What's new in Customer Relationship Management

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CM Track Sessions - Service Excellence

By Session Code 0107 Tuesday, May 17, 2011 1:45 - 2:45p.m. It's

a Small World; Help Desk to End User Partnerships

0207 Tuesday, May 17, 2011 1:45 - 2:45p.m. Intuitive Surgical's SAP CRM 7.0 Service Implementation

0111 Wednesday, May 18, 2011 1:30 to 2:30 p.m. Reverse Logistics as a Competitive Advantage

0112 Wednesday, May 18, 2011 2:45 to 3:45 p.m. Master Data: Managing Internal Customer Expectations with Metrics and Customer Contracts

0212 Wednesday, May 18, 2011 2:45 to 3:45 p.m. SAP Business Communications Management (BCM): Cut through the hype

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Session 0212 Wednesday, May 18, 2011 2:45 to 3:45 p.m. SAP Business Communications Management (BCM): Cut through the Hype SAP Business Communications Management (BCM) is SAP's all-IP, multi-channel communications solution. Converged communications platforms such as BCM have received a lot of attention (and hype) as they can be leveraged to transform service centers and provide an edge in customer service.

Watch as we step through the capabilities and features of BCM and learn where its strengths and weaknesses lie (including how it stacks up against competitive solutions).

Understand how BCM fits with existing communications and technology infrastructure, including SAP CRM and ERP.

Discover the BCM value proposition and how to calculate ROI to be able to determine if BCM is right for your contact center and enterprise.

A BCM demo will be included.

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Session 0202 Monday, May 16, 2011 12:30 - 1:30 p.m. Customer Service (Service Management) and Sales and Distribution at Tremco, Inc. Tremco uses the customer service module along

with the sales and distribution module to manage several of its service-related businesses.

Learn how they employ sales orders, service orders, service notifications, maintenance plane and equipment records to manage order entry, service dispatching, billing, and financial results and reporting through FI and CO-PA.

See how they use Datria to manage these activities.

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Session 0107 Tuesday, May 17, 2011 1:45 - 2:45p.m. It's a Small World; Help Desk to End User Partnerships Hear about Disney’s diversified approaches to the customer among SAP end users. End users come in all shapes and sizes: executives, front line SAP end users, content employees and talented end users who dispense dissatisfaction in the workplace.

Understand the tools and approaches to meet end users and build partnerships. For the SAP expert, developing relationships is vital to enhancing engagement and desire to make an SAP experience positive.

Invest time and it will pale in comparison to ROI. Partnerships have potential for success and contribute to the health and productivity of a company. Employees eager to embrace the ‘It’s a Small World’ experience will result in successes large and small.

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] Thank you for attending. We hope to see you in Orlando!!!

For ongoing education in this area of focus, visit www.asug.com.