SAP CRM Web Channel 7

Web Channel capabilities in SAP CRM

© SAP 2008 / SAP CRM Web Channel Overview,

1. Business environment2. SAP solution for the Web channel3. Highlights in SAP CRM 7.04. Customer success & analyst recognition5. Why SAP?

Agenda


Customer

Today’s customers are empowered like never before

Plenty of choices

Democratization of information

Price transparency

Social networking and communities

Shift in negotiation power from Vendors to Customers

Evolution from ‘Relationship Management’ to ‘Total Experience Management’

New communications and interaction channels to manage on top of traditional ones

Greater needs for adaptability and responsiveness

Implications


Executives are faced with highly volatile economic conditions and have to act quickly

FTSE %38

DJIA %35

CAC40 %42

HANSENG %39

HANSENG %39

DJIA%35

FTSE %38

HANSENG %39DJIA

FTSEVP of Sales

Immediately:

Capture maximum revenue from current opportunities and reduce cost of sales

Long term Objective:Grow revenue and market share

VP of Marketing

Immediately:Rapidly develop compelling offers/pricing and launch to market

Long term Objective:Increase market share and mindshare

VP of Service

Immediately:Reduce cost of service, revenue leakage and retain high value customers

Long term Objective:Transform from a cost to a profit center

CEO’s Mandate

Mitigate revenue and profitability risk

Rapidly reduce operating costs

Survive and emerge as a leader in the long-run


Web channel Increase profitability and reduce your cost of sales & support

Reduce costs and increase profitability while driving additional revenue

Expand market reach and prepare for growing globalization

Improve customer convenience and satisfaction, strengthening customer loyalty

Lower total cost of ownership through end-to-end, integrated processes

Managing the overall customer experience beyond the shopping basket is essential to customer retention

“ E-Commerce technologies are critical to key initiativessuch as CRM, partner relationship management, process improvements, sales growth, brand building and delivering value to consumers and business partners.”

Gartner Hype Cycle for E-Commerce, Gartner, August 2008

© SAP 2008 / SAP CRM Web Channel Overview, © SAP 2008 / Page 7

Web Channel Trends and Challenges

Inevitable Shift of Shareto the Internet

Leading companies leverage the Web to deliver best-in-class customer experienceswhile reducing costs, increasing profitability and reaching new markets

Achieve strategic value throughan integrated, platform approach

Incremental Value(easy to replicate)

Strategic Value(hard to replicate)

Low

High

Low HighR

elat

ive

Valu

eBusiness Maturity

Value Gap

Self Service

Self Service ATPATP RTOMRTOM

Planned Supply/ Demand

Planned Supply/ Demand

Responsive Networks

Responsive Networks


What does this mean for your business?

Top executive issues

How do I reduce sales and service costs while still maintaining high customer satisfaction?

How do I make reliable commitments to my online customers to build customer loyalty?

How can I maximize cross-sell and up-sell opportunities through my online channel?

How do I deliver a consistent customer experience across multiple channels of interaction?

How do I expand my market reach without increasing headcount?


1. Business environment2. SAP Solution for the Web channel3. Highlights in 7.04. Customer success & analyst recognition5. Why SAP?

Agenda


SERVICEMARKETING

SALES

Mobile

Powered bySAP NetWeaver®

End-to-end, Industry-specific

Processes

ANALYTICS

Web Channel

InteractionCenter

PartnerChannel

Mgmt

CUSTOMER

Easy to use

Solves realproblems

Makes thecomplex simple

SAP CRM – Simple and Powerful


Web Channel capabilities of SAP CRM

The Web channel capabilities of SAP CRM turns the Internetinto a profitable sales and interaction channel

It does this by providing a platform that supports multi-channel customer self-service interactions across e-marketing, e-commerce and e-service.

Web ChannelManagers

Set up and manage your Web shops & analyze and

optimize your online business

BusinessesLeverage powerful and

convenient self-services & manage all sales and

service interactions from one place

ConsumersEnjoy a quick and easy

online shopping experience & get a

consistent experience across all touch points


SAP CRM – User Interface HighlightsCustomers “rave about the improved ease-of-use”


Web Channel capabilities of SAP CRM SAP CRM provides a complete range of Web channel processes

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

E-Marketing

E-Commerce

E-Service

Web Channel Analytics

Web ChannelAnalytics

E-Service

E-Marketing

E-Commerce

Customer


E-MarketingBuild 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

Loyalty management enables customers to enroll in loyalty programs online, manage their accounts and use their rewards when buying online

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

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

Store locator empowers end customers to easily find a store location near them from which to purchase or service products

Benefits

Expand Market Reach

Build Customer Intimacy

Increase Customer Loyalty

Reduce Cost of Marketing

Benefits

Expand Market Reach

Build Customer Intimacy

Increase Customer Loyalty

Reduce Cost of Marketing


E-Service E-Commerce

Customer

E-Marketing

E-Marketing Build customer loyalty and expand market reach



E-Service

E-Marketing

Customer

E-CommerceIncrease profitability and grow revenue

E-CommerceEnable 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

Benefits

Reduce cost of sales

Make reliable commitments

Increase conversion rates

Expand market reach

Increase revenue

Benefits

Reduce cost of sales

Make reliable commitments

Increase conversion rates

Expand market reach

Increase revenue

E-Commerce


Web ChannelAnalytics E-Marketing

E-Commerce

Customer

E-ServiceEnsure customer satisfaction while lowering support costs

E-ServiceEmpower customers with intuitive self-service, problemresolution, and an ability to initiate 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 and manage payments online

Account self-service enables customers to register for accounts and maintain their personal profile and interaction history online

Benefits

Empower customers to solve problems

Differentiate levels of service

Reduce cost of service

Increase customer satisfaction

Benefits

Empower customers to solve problems

Differentiate levels of service

Reduce cost of service

Increase customer satisfaction

E-Service


E-Service

E-Marketing

E-Commerce

Customer

Web Channel AnalyticsWork smarter by tying insight to action

Web Channel AnalyticsEnables organizations to gain insight into, analyze, and act on e-business operations and 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

Benefits

Get insight at your fingertips

Use ‘what-if’ analysis to run scenarios

Tie insight to action

Make adjustments and optimize business as your needs evolve

Benefits

Get insight at your fingertips

Use ‘what-if’ analysis to run scenarios

Tie insight to action

Make adjustments and optimize business as your needs evolve



Web Channel PlatformManage and optimize your Web presence

Web Channel PlatformSet up, manage, and extend your online presence to deliver best-in-class business experiences that are Web 2.0 enabled

Personalization to dynamically personalize customers’ Web experiences for more effective interactions

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

Optimization tools to manage and optimize business processes and transactional volume

Service-enabled to empower organizations with flexible and open integration points to extend their online capabilities by using Web services

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

Benefits

Increase effectiveness of interactions through personalization

Quickly and easily set up and manage your Web presence

Path for grow – start quickly then grow

Benefits

Increase effectiveness of interactions through personalization

Quickly and easily set up and manage your Web presence

Path for grow – start quickly then grow


E-Service

E-Marketing

E-Commerce

Customer



E-Service

E-Marketing

E-Commerce

Customer

Enterprise IntegrationHarness the power of the Business Suite

Enterprise IntegrationLeverage integrated processes to increase strategic value of your Web channel and lower total cost of ownership

Partner channel management - optimize partner ordering and incorporate partners into your e-commerce strategy

CRM - deliver a consistent customer experience across all touch points (e.g. Web, phone, direct rep, partner)

ERP - make reliable commitments tied to the back end

Analytics - leverage built-in performance tracking and clickstream analysis of Web traffic

Master data management - manage customer and product data centrally and deploy it consistently across the enterprise

Portal – pull in Web content, easily plug into other applications and offer one customer homepage for all business interactions

Industry-specific processes – deliver a Web experience optimized for service providers, automotive, apparel & footwear

Benefits

Lower TCO

Increase customer and partner satisfaction

Faster implementations

Empower entire ecosystem

Benefits

Lower TCO

Increase customer and partner satisfaction

Faster implementations

Empower entire ecosystem


E-Commerce Faster and at Lower CostMeet business demands now and grow into the future

Enable e-commerce with SAP ERP without the need for a full CRM

implementationSAP E-Commerce

for SAP ERP

Provide customers with a fully integrated Web experience with

consistency across all touch points

Web Channel capabilities in

SAP CRM

SAP gives organizations a choice of deployment options to best meet their business needs and grow over time



Agenda


What’s New in SAP CRM 7.0?Web Channel capabilities of SAP CRM

Loyalty Management Integration Into Web Channel

Increase brand loyalty and encourage specific customer behaviors.

Reward specific customer behaviors with points. Points can be redeemed for specified rewards.

Customers can enroll in loyalty programs and manage their accounts online

View and use eligible rewards within the shopping basket.

Additional Deployment Flexibility With ERP Order Integration

Adds third option to existing deployment modes (SAP E-Commerce connected to SAP CRM or directly to SAP ERP).

Enables customers to run e-commerce capabilities with SAP CRM but using the SAP ERP sales order.

Allows to use the ERP order but benefit from the e-marketing features of CRM such as product recommendations, cross- and up-selling, and marketing campaigns.

No need to replicate orders and to duplicate pricing conditions in CRM.

© SAP 2007 / Page 22


Single Product Catalog For Customers, Sales Reps and Call Center Agents

Same view to product catalog information for employees as provided through SAP CRM Web Channel

Rollout and use consistent product information in all channels and enable quick quote/order creation from online catalog

Enterprise Service Oriented Architecture (ESOA)

Provide well defined interfaces to flexibly enhance and adapt the solution

Leverage Web services to manage the CRM product catalog

Integrate product information as well as real-time price/availability into non-E-Commerce context like a consumer Homepage using Web services

SAP E-Commerce for SAP ERP (delivered as part of SAP ECC 6.0 EHP4)

SAP E-Commerce for SAP ERP updated to match the latest E-Commerce version for SAP CRM

© SAP 2007 / Page 23

What’s New in SAP CRM 7.0?Web Channel capabilities of SAP CRM


New Productivity Tools:

Smart Value Help

Recent objects for faster navigation

User Guidance by task based UI

Table Graphics: visualizing table content in a pie or bar chart

Enhanced Personalization:

Web Links can be added to your CRM Home Page

Optional tile layout

Customer specific icons

Drag & Drop in UI configuration tool in calendar (e.g. reschedule meeting)

What’s New in SAP CRM 7.0?User Interface Framework Enhancements


Enterprise SearchSimple Search User Interface for CRM

Cross-object searches within CRM (local search scenario)

Cross-system searches across the business suite (central search scenario)

One common modern search technology for CRM and also the suite (TCO)

Based on NetWeaver Enterprise Search

High runtime performance resulting in fast searches

Identity ManagementIntegration of CRM with SAP NetWeaver Identity Management (IDM)

Central management of user data, CRM acting as receiver

Enablement of CRM to handle all necessary follow-up steps (automated or workflow-based) so that users can start working in CRM without any disruptions

© SAP 2007 / Page 25

What’s New in SAP CRM 7.0?User Interface Framework and Architecture Highlights



Agenda


Strong Analyst RatingsSAP Web Channel is a Top-Rated E-Commerce solution

The Web channel capabilities in SAP CRM are rated #1 in e-commerce capabilities in the Forrester Wave: Enterprise CRM Suites Q3, 2008


Key benefits Customer Proof points

Grew sales via an online channel Hasbro

Hasbro implemented a B2C Web shop with SAP CRM –they’re seeing sharp growth in Web Sales. Hasbro leveraged SAP Consulting Services to go live in four months – on time and on budget.

Streamlined B2B interactions Mascot

Mascot streamlined B2B interactions by moving them online and achieved an annual growth rate of 20–25%. Mascot International realizes a 272% internal rate of return with SAP CRM.

Differentiated customers based on value Canada Post

Canada Post differentiated its customers by value rather than volume. Eliminated CDN 25 million in revenue leakage with improved customer data.

Expanded market reach in SMB distribution channel

Pacific Coast Feather

Pacific Coast Feather moved from manual to automated ordering processes for its smaller retailers. Will see over USD 900,000 in revenue contribution, attributable to SAP CRM.

Benefits realized with SAP CRM Web Channel


Key benefits Customer Proof points

Increased market share to drive revenue growth Adidas

Adidas achieved aggressive growth goals through delivery of a user-friendly, global electronic sales channel. Adidasstreamlined order processing and reduced process costs by 20% while significantly increasing customer satisfaction.

Expanded market reach via the Web channel Shure

Shure expanded market reach and reduced sales costs. Shure leverages customer information to increase marketing effectiveness and increase customer satisfaction through faster delivery.

Improved support for dealer channel Boss

Hugo Boss became easier for their partners to do business with by delivering streamlined self-service ordering capabilities. Hugo Boss reduce the cost of order processing and improved order accuracy.

Transformed key service processes to be more customer-focused

AMDAMD enabled self-service warranty claims processes resulting in a revenue contribution of $60 million through 2010. AMD projects a 32% internal rate of return with SAP CRM.

Benefits realized with SAP CRM Web Channel


1. Business environment2. SAP solution for the Web channel3. Highlights in 7.04. Customer success & analyst recognition5. Why SAP?

Agenda


Comprehensive & Rich Web Channel Capabilities Consistent Customer Experience Across All Touch PointsEase of UseWeb 2.0 Progress & VisionEnd-to-End Processes Helps Ensure ComplianceIntelligence-Driven Web Channel ManagementIndustry-specific ProcessesFlexible Deployment OptionsWeb-Service EnablementReady for Global Rollout

Why SAP?


InsightImprove visibility, empower

better decision making

FlexibilityExpand and innovate

without disruption

Improve efficiency in your business, run industry specific

mission-critical processes

Gain freedom, expand on demand, select innovation on

one open platform

Execute best-practices and realize end-to-end visibility

across your global enterprise

EfficiencyImprove your mission

critical business processes

SAP Business SuiteOptimize and execute business and IT strategies in a world of accelerating change

SAP Business Suite

SAP NetWeaverIntegration

SAP NetWeaverComposition

Enha

ncem

ent

pack

ages

SA

P S

RM

SA

P C

RM

SA

P S

CM

SA

P P

LM

SA

P E

RP

Enha

ncem

ent

pack

ages

Indu

stry

Appl

icat

ions

Com

plem

enta

ryAp

plic

atio

ns


Links to Other Resources

SAP CRM: Overview Brochure

SAP CRM: Web Channel Solution Brief

SAP CRM: Flash Demos

SAP CRM: Customer Success Stories & ROI Reports

White Paper: Turn the Internet into a Strategic Sales and Interaction Channel

Copyright 2009 SAP AGAll 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.

SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, SAP Business ByDesign, ByDesign, PartnerEdge 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 in several other countries all over the world. All other product and service names mentioned and associated logos displayed 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.

Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden.

Einige von der SAP AG und deren Vertriebspartnern vertriebene Softwareprodukte können Softwarekomponenten umfassen, die Eigentum anderer Softwarehersteller sind.

SAP, R/3, xApps, xApp, SAP NetWeaver, Duet, SAP Business ByDesign, ByDesign, PartnerEdge und andere in diesem Dokument erwähnte SAP-Produkte und Services sowie die dazugehörigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Ländern weltweit. Alle anderen in diesem Dokument erwähnten Namen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen.

Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, nur mit ausdrücklicher schriftlicher Genehmigung durch SAP AG gestattet. Bei dieser Publikation handelt es sich um eine vorläufige Version, die nicht Ihrem gültigen Lizenzvertrag oder anderen Vereinbarungen mit SAP unterliegt. Diese Publikation enthält nur vorgesehene Strategien, Entwicklungen und Funktionen des SAP®-Produkts. SAP entsteht aus dieser Publikation keine Verpflichtung zu einer bestimmten Geschäfts- oder Produktstrategie und/oder bestimmten Entwicklungen. Diese Publikation kann von SAP jederzeit ohne vorherige Ankündigung geändert werden.

SAP übernimmt keine Haftung für Fehler oder Auslassungen in dieser Publikation. Des Weiteren übernimmt SAP keine Garantie für die Exaktheit oder Vollständigkeit der Informationen, Texte, Grafiken, Links und sonstigen in dieser Publikation enthaltenen Elementen. Diese Publikation wird ohne jegliche Gewähr, weder ausdrücklich noch stillschweigend, bereitgestellt. Dies gilt u. a., aber nicht ausschließlich, hinsichtlich der Gewährleistung der Marktgängigkeit und der Eignung für einen bestimmten Zweck sowie für die Gewährleistung der Nichtverletzung geltenden Rechts. SAP haftet nicht für entstandene Schäden. Dies gilt u. a. und uneingeschränkt für konkrete, besondere und mittelbare Schäden oder Folgeschäden, die aus der Nutzung dieser Materialien entstehen können. Diese Einschränkung gilt nicht bei Vorsatz oder grober Fahrlässigkeit.

Die gesetzliche Haftung bei Personenschäden oder Produkthaftung bleibt unberührt. Die Informationen, auf die Sie möglicherweise über die in diesem Material enthaltenen Hotlinks zugreifen, unterliegen nicht dem Einfluss von SAP, und SAP unterstützt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewährleistungen oder Zusagen über Internetseiten Dritter ab.

Alle Rechte vorbehalten.

SAP CRM Web Channel 7

Documents

Transcript of SAP CRM Web Channel 7