Ebook7 Web Channel

7/29/2019 Ebook7 Web Channel

1/23

RKT SAP CRM 7.0

Overview of SAP Web Channel with SAP CRM 7.0


2/23

SAP 2008 / Page 2

1. Business Environment2. Business Process

3. Solution Overview

4. Enhancements for SAP Web Channel with SAP CRM 7.0

5. Further Information

Agenda


3/23

SAP 2008 / Page 3

Increase

loyalty

Increaseprofitability

Web Channel Business Environment

Competitive pressures are risingOrganizations must serve their customers through

the most effective channel

Online community is increasingOrganizations must provide customers with a reliable,

fast, and easy online experience leveraging Web 2.0advancements

The bottom line means greater customer

convenience, consistency, and control


4/23

SAP 2008 / Page 4





Agenda


5/23

SAP 2008 / Page 5

The Web Channel Process

Generate

demand Target content

Personalizeexperiences

Market

Provide

interactive selling Manage pricing

Enable orderto cash

Sell

Share knowledge

Supportcustomers

Enable billingand payment

Service

Monitor

e-businessoperations

Analyzee-businesstrends

Analyze

Continuous business improvement

Track customer behavior


6/23

SAP 2008 / Page 6





Agenda


7/23

SAP 2008 / Page 7

Web Channel Capabilities in SAP CRM

Leverage the internet

as a valuable sales, marketing and service channel for businesses and consumers

E-Marketing

E-Commerce

E-Service

Web Channel Analytics


8/23

SAP 2008 / Page 8

Capabilit ies of Web channel in SAP CRM


Sales and serviceanalysis

Web behavior analysis

Technical analysis

E-Commerce

Interactive selling

Pricing

Order to cash

E-Service

Knowledgemanagement

Service management

Billing and payment

E-Marketing

Demand generation

Content management

Personalization

Web channel platform

Enterprise integration

CatalogManagement

MarketingManagement

BusinessPartner

OrderManagement

ContractManagement

ServiceManagement

Browser Portal


Building Blocks


9/23

SAP 2008 / Page 9

E-Marketing

Build customer loyalty and demand generation via the Internet, generating more

revenue

E-mail and Web campaigns to create targeted and personalized e-mail and Web campaigns

and to monitor profitability

Catalog management provides a centralized catalog, delivering personalized productinformation and availability via the web

Content management enables organizations to create, target, and manage content for

customers

Personalization to dynamically personalize customers Web experiences for more effectiveinteractions

Store locatorempowers end customers to easily find a store location near them from which to

purchase or service products

Loyalty management allows to track behaviors and reward members in a way that builds loyalty

and entices them to conduct business with the loyalty host over competitors

E-Marketing E-Commerce E-ServiceWeb Channel

AnalyticsWeb Channel

Platform


E-Marketing


10/23

SAP 2008 / Page 10

E-Commerce

Enable the complete sales process online from presales to fulfillment

Shopping basket management provides a user-friendly and consistent interface across all

ordering processes

Interactive selling and configuration helps customers find the best products and services to

meet their needs

Pricing and contracts to centrally manage personalized pricing and contracts and deploy them

across all selling channels

Quotation and order management to generate and manage quotes and

orders online Web auctions enable organizations to sponsor online auctions

Selling via partners to incorporate partners into your e-commerce strategy



Platform


E-Commerce


11/23

SAP 2008 / Page 11

E-Service

Empower customers with intuitive self-service, problem resolution, and an ability toinitiate service processes online

Knowledge management enables customers to research and resolve their service problems

online

Live support provides immediate assistance to online customers via chat

Service order management enables customers to create, update, and track service requests,

complaints, and returns online

Installed base management to manage product portfolios online

Billing and payment empower customers with online account status and the ability to initiate andmanage payments online

Account self-service enables customers to register for accounts and maintain their personal

profile and interaction history online



Platform


E-Service


12/23

SAP 2008 / Page 12


Enables organizations to gain insight into, analyze, and act on e-business operationsand trends

Sales analysis to analyze purchasing activity and sales figures across selling channels

Service analysis to analyze profitability and service activity across the entire service lifecycle

Customer behavior analysis to integrate click-stream information with standard sales reporting

Technical analysis to analyze the technical health and performance of their Web shops



Platform




13/23

SAP 2008 / Page 13

Web Channel Platform

Set up, manage, and extend your online presence to deliver best-in-class businessexperiences that are Web 2.0 enabled

Web shop management to quickly and easily setup and maintain Web shops

Optimization tools to manage and optimize business processes and transactional volume

Master data management to manage customer and product data centrally and deploy it

consistently across the enterprise

Service-enabled to empower organizations with flexible and open integration points to extend

their online capabilities

Flexible deployment options to give organizations a choice of deployment options to best meettheir business needs



Platform


Web Channel Platform


14/23

SAP 2008 / Page 14

Flexible Deployment Options

Enable E-Commerce with SAP ERPwithout the need for a full CRM

implementation

SAP E-Commercefor SAP ERP

Provide customers with a fully

integrated Web experience withconsistency across all touch points

Web Channel

capabilities inSAP CRM

SAP gives organizations a choice of deployment options to best meet their

business needs and grow over time


15/23

SAP 2008 / Page 15

SAP CRM provides personalized portals so customers and business partners

can access information and conduct business over the Web

SAP NetWeaver Portal

Leverage SAP Portal to plug inWeb content and for easy integrationwith other applications

Leverage customer portal configured

out-of-the-box to provide a single

customer homepage across all business

interactions

Partner Channel Management

capabilities in SAP CRM Enable your partners with a fully

functional partner portal includingonline selling and self-service capabilities

Personalized Portals for Customers and

Partners

SAP CRM

Web Channel

Portal

PartnerChannel

Mgmt


16/23

SAP 2008 / Page 16





Agenda


17/23

SAP 2008 / Page 17

Enhancements for SAP Web Channel with SAP

CRM 7.0

User interface (UI) and design

Improved visual design

Catalog Management

Provisioning of Enterprise Services for Product Catalog Authoring

Provisioning of Web Services for Published Product Catalog

Loyalty Management

Integration of Loyalty Management in SAP CRM Web Channel Support of different Loyalty Management scenarios in Web Channel:

Create new loyalty membership

Register for loyalty campaigns

Earn points for standard purchases, buy points

Redeem points for reward products

View point transaction history (loyalty account overview)


18/23

SAP 2008 / Page 18

Enhancements for SAP Web Channel with SAP

CRM 7.0

ERP Order with CRM Web Channel (B2B)

Create ERP order in CRM

No replication of orders

Pricing in ERP

Product Catalog Integration with CRM WebClient UI

Employees can use the product catalog for product search and order creation

Available in CRM Sales and CRM Interaction Center


19/23

SAP 2008 / Page 19

Increase revenue and market reach

Promote corporate identity and brand

via the Web

Cultivate a two-way customer relationship

Improve customer convenience and

satisfaction

Increase profitability through differentiated

levels of serviceReduce cost of sales and support

Lower total cost of ownership

Business Benefits


20/23

SAP 2008 / Page 20





Agenda


21/23

SAP 2008 / Page 21

Further information I

Relevant detailed view presentations

SAP CRM Web Channel

E-Commerce (I)

E-Commerce (II)

E-Commerce (III)

E-Marketing

E-Service


Web Auctions

Customer Portal

SAP E-Commerce for SAP ERP


22/23

SAP 2008 / Page 22

Further information II

SAP CRM - Roll-Out Map

https://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)

http://service.sap.com/rkt-crm

SAP CRM Demo Portal

http://crmportal.wdf.sap.corp:1080

SAP CRM WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portal

http://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm


23/23

Ebook7 Web Channel

Documents

Transcript of Ebook7 Web Channel