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7/29/2019 BP CRM Solution Map (1)
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Solution Map
SAP Best Practices for CRM
SAP Best Practices
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Scope Definition of SAP Best Practices for
CRM V2.70
This presentation describes the business scenario scope of SAP Best Practices for CRM
V2.70 based upon the business map of SAP CRM 7.0.
Process categories (e.g. Partner Channel Management) and main processes (e.g. Case
Management) not covered by SAP Best Practices for CRM V2.70 are „greyed out“.
Processes not covered by SAP Best Practices for CRM V2.70 are not listed.
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1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1. Telemarketing
2.2. Telesales
2.3 Customer Service
2.4 IC Management3. SAP CRM Web Channel
3.1. E-Service
Agenda
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SAP Best Practices for CRM
Solution Scope
W e b C h ann el
I n t er a c t i on C en t er
P ar t n er C h ann el M an a g em en t
T r a d eP r om o t i onM an a g em en t
B u s i n e s s C omm uni c a t i on
M an a g em en t
Marketing
SalesSales Planning
& Forecasting
Sales
Performance
Management
Territory
Manage-
ment
Accounts &
Contacts
Opportunity
Manage-
ment
Quotation &
Order
Management
Pricing &
Contracts
Time &
Travel
Service
Incentive &
Commission
Management
E-Commerce functionality
covered by solution
SAP BP for ERP
E-Commerce
Marketing
Resource
Management
Segmentation &
List Management
Campaign
Management
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Service
Logistics &
Finance
Service
Sales &
Marketing
Service
Contracts &
Agreements
Installations
& Mainte-
nance
FieldService
Manage-
ment
Warranty &Claims
Manage-
ment
ServiceCollaboration,
Analytics,
Optimization
Returns &
Depot
Repair
Customer
Service &
Support
Included in CRM Functionality in SAP Business All-in-One*
Part of SAP CRM standard [can be added]
Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available
* To get details on the functionality covered within these scenarios please refer to the following slides
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SAP CRM Rapid Deployment Edition
Solution Scope
W e b C h ann el
I n t er a c t i on C en t er
P ar t n er C h ann el M an a g em en t
T r a d eP r om o t i onM an a g em en t
B u s i n e s s C omm uni c a t i on
M an a g em en t
Marketing
SalesSales Planning
& Forecasting
Sales
Performance
Management
Territory
Manage-
ment
Accounts &
Contacts
Opportunity
Manage-
ment
Quotation &
Order
Management
Pricing &
Contracts
Time &
Travel
Service
Incentive &
Commission
Management
Marketing
Resource
Management
Segmentation &
List Management
Campaign
Management
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Service
Logistics &
Finance
Service
Sales &
Marketing
Service
Contracts &
Agreements
Installations
& Mainte-
nance
FieldService
Manage-
ment
Warranty &Claims
Manage-
ment
ServiceCollaboration,
Analytics,
Optimization
Returns &
Depot
Repair
Customer
Service &
Support
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SAP Customer Relationship Management
Marketing
Marketing Resource
Management
Segmentation & List
Management
Multiple Data Source Access
(S5, S4, S2)
High Speed Data Search (S5,
S4, S2)
Preview Lists (S5, S4, S2)
Pre-Filtered/Personalized
Attribute Lists (S5, S4, S2)
Sampling and Splitting (S5,
S4, S2)
Embedded Predictive
Modeling (S5, S4, S2, S3)
Personalized Filters (S4, S5, S2)
Quick Counts (S5, S4, S2)
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)
Campaign Management
Marketing Calendar (S5, S4,
S2)
Multichannel Campaign
Execution (S5, S4, S2)
Personalized (E)Mails (S5, S4,
S2)
Real-Time Offer Management Lead Management
Multiple Interaction Channels
(S5, S4, S2)
Automated Qualification (S5,
S4, S2)
Mass Generation (S5, S4, S2)
Lead Surveys (S5, S4, S2)
Lead Analysis (S5, S4, S2,
S3)
Campaign Analysis (S5, S4,
S2, S3)
Call Lists (S5, S4, S2) Automatic Generation of
Follow-Up Activities (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: http://www.sap.com
Rule-based Distribution (S5,
S4, S2)
Campaign Planning (S5,
S4, S2, S3)
I,S,R I,S,R I,S,R
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SAP Customer Relationship Management
Sales
Sales Planning &
Forecasting
Sales
Performance
Management
Pipeline
Performance
Management
(S2, S4, S5)
Territory
Management
Market
Segmentation
(S5, S4, S2)
Territory
Assignment &
Scheduling
(S5, S4, S2)
Territory/
Organizational
Mapping(S4, S5, S2)
Sales Analysis
by Territory
(S5, S4, S2,
S3)
Accounts &
Contacts
Visit Planning
(S5, S4, S2)
Fact Sheet
(S5, S4, S2,
S3)
Interaction
History (S5,
S4, S2)
Activity
Management(S5, S5, S2,
S3)
Integration
(S5, S4, S2)
Relationship
Management
(S5, S4, S2)
Marketing
Attributes (S5,
S4, S2)Customer
Analysis
(S5, S4, S2,
S3)
Account
Classification
(S2, S4, S5)
Opportunity
Management
Team Selling
(S5, S4, S2)
Competitive
Information
(S5, S4, S2)
Account-
specific Sales
Processes
(S5, S4, S2)
AutomaticBusiness
Partner
Assignment
(S5, S4, S2)
Pricing (S5,
S4, S2)
Activities (S5,
S4, S2)
Follow-Up
Transactions
(S5, S4, S2) Anticipated
Revenue
(S5, S4, S2)
Quotation &
Order Mgmt.
(ERP)
Pricing &
Contracts
Incentive &
Commission
Management
Time & Travel
SAP Product AvailableSAP Product Available with Future Releases
Future Focus
Partner Product AvailablePartner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Buying Center
(S5, S4, S2)
Sales Process &
Selling Methodologies
(S5, S4, S2)
Opportunity Analysis (S5, S4, S2, S3)
Basic Pricing
for Opportunity
(S5, S4, S2)
Complete
Pricing for
ERP
documents
(S5, S4, S2)
Quotations
(S5, S4, S2)
Order Capture
(S5, S4, S2)
Automatic
Business
Partner
Assignment
(S5, S4, S2)
Order StatusTracking
(S5, S4, S2)
Pricing (S5,
S4, S2)
Order
Validation
Check
(S5, S4, S2)
Availability
Check
(S5, S4, S2)Quotation and
Order Analysis
(S5, S4, S2)
Cross-/
Upselling
(S5, S4, S2)
I,S,R I,S I,S,R I,S,R I,R
I,S,R
I,R
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SAP Customer Relationship Management
Service
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: http://www.sap.com
Service
Sales &
Marketing
Service Contracts
& Agreements
Service
Agreement
Management
(S5, S4, S2)
Service Contract
Management
Installations &
Maintenance
Installed Base &
Objects
Management
(S5, S4, S2)
Installation &
Configuration
(S5)
Customer
Service &
Support
Field Service
Management
Returns &
Depot Repair
Warranty
Management
(S5, S4, S2)
Warranty &
Claims
Management
Service
Logistics &
Finance
Service Collaboration,
Analytics, Optimization
Service Requests
Processing (S5)
Knowledge
Management
(S5, S4, S2)
Complaints
Processing (S1,
S5, S4, S2)
Multichannel
Integration (S5)
Service
Forecasting,
Planning,
Analysis (S5)Service Level
Management
(S5, S4, S2)
- Service Order Quotation
- Service Order Processes
- Service Employee Resource Planning
- Service Confirmation Processing
- Logistics Integration Processes
- Service Order Analytics
- Returns Processing
- Follow-Up Processes
- Logistics Integration
- Complaints and Returns Analytics
- Service Resource Planning
- Resource Master Data
- Assignment Management
- Absences/Attendances Maintenance
I,S I,S I,S I,SI,S I,S
Billing
(S1, S5)
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1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1. Telemarketing
2.2. Telesales
2.3 Customer Service
2.4 IC Management3. SAP CRM Web Channel
3.1. E-Service
Agenda
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Interaction Center
Telemarketing Campaign Execution Lead Management Personalization
Telesales Quotation & Order Management
Customer Service Help Desk Customer Service & Support Complaint Management
Shared Service Center IT Service Desk Employee Interaction Center Accounting Interaction Center
Accounts & Contacts Activity Management
IC Management Knowledge Management Process Modeling Communication Channels
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Interaction Center
Telemarketing
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: http://www.sap.com
Campaign Execution
Call List Assignment (I,S,R)
Soft Phone (P1, S5, S4, S2)
Interactive Scripts (S5, S4, S2)
Lead Management
Lead Generation (S5, S4, S2)
Lead Qualification (S5, S4, S2)
Personalization
Scripting (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Questionnaire (S5, S4, S2)
I,S I,S I,S
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Interaction Center
Telesales
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: http://www.sap.com
Accounts & Contacts
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Alerts (S5, S4, S2)
Interactive Scripting (S5, S4, S2)
Multi Channel Interactions (P1, S5, S4,
S2)
Activity Management Quotation & Order Management
Order Capture (S5, S4, S2)
Automatic Business Partner
Assignment (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)
Quotations (S5, S4, S2) Automatic Business Partner
Assignment (S4)
Status and Result Tracking (S4)
Agent Inbox (S4)
Order Status Tracking (S5, S4, S2)
I I I
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Interaction Center
Customer Service
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: http://www.sap.com
Help Desk
Information Help Desk (S5, S4, S2)
Service Request (S5, S4, S2)
Interaction Record (S5, S4, S2)
Interaction History (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Knowledge Search (S5, S4, S2)
Solution Database (S5, S4, S2)
E-Mail and Chat Integration (S5, S4, S2)
Escalation Management (S5, S4, S2)
Service Level Management (S5, S4, S2)
Customer Service & Support
Account Identification & Maintenance (S5, S4, S2)
Registered Product Identification (S5, S4, S2)
Interaction History (S5, S4, S2)
Scratch Pad Notes (S5, S4, S2)
Service Order & Request Management (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Content Management Integration (S5, S4, S2)
Spare Parts and Services (S5, S4, S2)
Service Quotations (S5, S4, S2)
Contract & Entitlement 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)
Complaint Management
Escalation Management (S5, S4, S2)
Auto Suggest (S5, S4, S2)
I,S,R I,S,R
only I,S
only I,S
only I,S
only I,S
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Interaction Center
IC Management
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: http://www.sap.com
Knowledge Management
Solution Search (S5, S4, S2)
Multiple Knowledge Databases (S5, S4, S2)
Interactive Auto Suggest of Solutions (S5, S4, S2)
Multilevel Categorization (S5, S4, S2)
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Process Modeling
Alert Management (S5, S4, S2)
Scripting (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Rule Modeler (S5, S4, S2)
Communication Channels
Automatic Number Identification (ANI) (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Analysis (S5, S4. S2)
Mail Forms (S5, S4, S2)
I,S,R I,S,R
only I,S
only I,S
I,S,R
only R
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1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service2. SAP CRM Interaction Center
2.1. Telemarketing
2.2. Telesales
2.3 Customer Service
2.4 IC Management2. SAP CRM Web Channel
3.1. E-Service
Agenda
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Web Channel
E-MarketingCatalog
Management
Content
ManagementPersonalization
Email & Web
CampaignsStore Locator
E-CommerceQuotation & Order
Management
Shopping Basket
ManagementPricing & Contracts
Interactive Selling &
ConfigurationWeb Auctions Selling via Partners
E-ServiceKnowledge
Management
Service Order
ManagementLive Support Installed Base
Complaints &
Returns
Billing &
Payment
Account Self
Service
Loyalty Management
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Web Channel
E-Service
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: http://www.sap.com
Knowledge
Management
Solution Search
(S6)Knowledge Base
Management (S6)
Frequently Asked
Questions (S6)
Service Order
Management
Service Requests
(S6)
Entitlement
Validation (S6)
Status and Tracking
(S1, S6)
Live Support Installed Base
Installation
Management (S6)
Warranty
Management (S4,
S6)
Product Registration
(S6)
Complaints &
Returns
Complaints
Management (S6)
Returns
Management (S6)
Billing & PaymentAccount
Self Service
Resource Planning
(S6)
I,S I,S
I,SI
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Solution Map Product Table
Product Key Product Description
S1 SAP ERP
S2 SAP Marketing (SAP CRM)
S3 SAP NetWeaver
S4 SAP Sales Management (SAP CRM)
S5 SAP Service Management (SAP CRM)
Solution Scope Key Solution Scope Description
I SAP Best Practices for CRM V2.700 (with ERP integration)
S SAP Best Practices for CRM V2.700 (CRM Standalone)
R SAP CRM Rapid Deployment Edition (with ERP integration)
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