BP CRM Solution Map

Solution Map

SAP Best Practices for CRM

SAP Best Practices

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.

1. SAP CRM Enterprise1.1. Marketing1.2. Sales1.3 Service

2. SAP CRM Interaction Center2.1. Telemarketing2.2. Telesales2.3 Customer Service2.4 IC Management

3. SAP CRM Web Channel3.1. E-Service

Agenda

SAP Best Practices for CRM Solution Scope

Web

Cha

nn

el

Intera

ction C

ente

r

Partn

er C

ha

nne

l Ma

na

gem

en

t

Trad

e P

rom

otion

Ma

na

gem

ent

Busin

ess C

om

mu

nicatio

n

Ma

na

gem

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

ServiceSales &

Marketing

Service Contracts & Agreements

Installations & Mainte-

nance

Field Service

Manage-ment

Warranty & Claims

Manage-ment

Service Collaboration,

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

SAP CRM Rapid Deployment Edition Solution Scope

Web

Cha

nn

el

Intera

ction C

ente

r

Partn

er C

ha

nne

l Ma

na

gem

en

t

Trad

e P

rom

otion

Ma

na

gem

ent

Busin

ess C

om

mu

nicatio

n

Ma

na

gem

en

t

Marketing

SalesSales Planning & Forecasting


Territory Manage-

ment

Accounts & Contacts

Opportunity Manage-

ment

Quotation & Order

Management

Pricing & Contracts

Time & Travel

Service


Marketing Resource

Management


Campaign Management

Real-Time Offer Management

Lead Management

Loyalty Management

Service Logistics &

Finance

ServiceSales &

Marketing


Installations & Mainte-

nance

Field Service

Manage-ment

Warranty & Claims

Manage-ment

Service Collaboration,

Analytics, Optimization



SAP Customer Relationship ManagementMarketing

Marketing Resource 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

SAP Customer Relationship ManagementSales

Sales Planning & Forecasting


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)

Email 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)

Automatic Business 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


Time & Travel



Future Focus





Pxx Partner Product


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 Status Tracking (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

SAP Customer Relationship ManagementService



Future Focus





Pxx Partner Product


Service

Sales & Marketing


Service Agreement Management (S5, S4, S2)Service Contract Management

Installations & Maintenance

Installed Base & Objects Management (S5, S4, S2)Installation & Configuration(S5)


Field Service Management


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)




Agenda

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

Interaction CenterTelemarketing



Future Focus





Pxx Partner Product


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

Interaction CenterTelesales



Future Focus





Pxx Partner Product


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

Interaction CenterCustomer Service



Future Focus





Pxx Partner Product


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)



Account Identification & Maintenance (S5, S4, S2)

Registered Product Identification (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)


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

Interaction CenterIC Management



Future Focus





Pxx Partner Product


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)


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 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




Agenda

Web Channel

E-MarketingCatalog Management

Content Management

PersonalizationEmail & Web Campaigns

Store Locator

E-CommerceQuotation & Order Management

Shopping Basket Management

Pricing & ContractsInteractive Selling & Configuration

Web Auctions Selling via Partners

E-ServiceKnowledge Management

Service Order Management

Live Support Installed BaseComplaints & Returns

Billing & Payment

Account Self Service

Loyalty Management

Web ChannelE-Service



Future Focus





Pxx Partner Product


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,S I

© 2010 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation.

Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries.

All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.

This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence.

The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.

BP CRM Solution Map

Documents

Transcript of BP CRM Solution Map