SAP Customer Relationship Management

SAP® CRM RAPid-dePloyMent SolutionAn EssEntiAl CRM solution, DElivERED QuiCkly AnD AffoRDAbly

4 Your Vision for CRM

6 Preconfigured CRM Software and Services Enabling Rapid Deployment

7 unique Combination of business benefits

8 Essential Functionality for Sales, Service, and Marketing

9 sales 9 Marketing 9 service

10 Successfully Go Live in as Little as Six to Eight Weeks

10 Why Choose sAP Consulting?

11 A Compelling TCO Argument 11 for More information

Content

You have a CRM vision:

•Tobecomeatrulycustomer-centricenterprise•Tocontinuouslyimprovesalesandmarketingeffectiveness•Todeliverasuperiorcustomerexperiencethatfostersloyalty

“ Customer centricity is about delivering value that your customers care about. A customer-centric business improves the total customer experience, which drives loyalty. Loyal customers tend to buy more, return to purchase again, and refer others.”

Bob Thompson,FounderandCEO,CustomerThinkCorp.

youR ViSion foR CRMfinDing A solution to HElP REAlizE youR goAls

4

But you have questions about how to reach these goals:

•WheredoIstart?•CanIstartsmall,thenlearnandgrow?•HowmuchcanIaccomplishwithalimitedbudget?•CanIhaveachoiceofthebestdeployment optionforme?

•Isthesolutionusedbymycompetitorsthebest one for me?

•Bestofbreedversusbestofsuite–whichisbest for me?

•ITprioritiesversusmybusinesspriorities–howcan IgetaCRMsolutionnow?

With this solution, you getnotonlyrich,state-of-the-artCRMfunctionalitythatcanhelpyoudoyourjobbetterandmoreeasilythan ever before, but also featuresdevelopedand refinedbytheexperience ofseveralthousandSAPcustomers.

5

• An affordable, flexibly priced solution WiththeSAPsolution,youhaveachoicetopayperuser,permonth,orupfront,upondeliveryofthesoftware.Youhavetheflexibilitytomeetyourbudgetrequirementsandfinancialgoals.

• Choice of deployment options Whetherit’sonpremise,cloudcomputing,orevenanap-pliancemodel,SAPanditsselectpartnersprovideyouthechoiceofdeploymentoptionsthatbestmeetyourbusi-nessneeds.

• Flexibility to fulfill your full CRM vision IfyourCRMneedsarebasic,theSAPCRMrapid- deploymentsolutioncanprovideapermanentsolution toyourcustomercarerequirements.Orasyourbusinessgrowsandrequiresadditionalfunctionality,youcanchooseadditionalSAPRapidDeploymentsolutions.AndifyourCRMneedsaremoreexpansive,thissoftwarecanlaythefoundationforanincrementalevolutiontowardthecompre-hensiveSAPCRMapplication.

PReConfiguRed CRM SoftwARe And SeRViCeS enAbling RAPid dePloyMentA REvolutionARy APPRoACH to CRM

SAPbringstogethersoftwareandservicesinanewofferingthatgivesyouessentialfunctionalityforcustomerrelationship management(CRM)quicklyandaffordably, reducesrisk,andputsyouincontrol–withchoicestoselectthebestCRMsolution.

TheSAP®offeringdelivers:• Preconfigured software to eliminate the guesswork TheSAPCustomerRelationshipManagement(SAPCRM)rapid-deploymentsolutiondeliverspreconfiguredsoftwarethatyoucanchoosefrom.Selectjustthefunctionalityyouneedtosupportyoursales,service,ormarketingprocesses.

• Rapid delivery in as little as six to eight weeks, using SAP Consulting

SAPexpertsworkwithyoutohelpyougetthesolutionthatmeetsyourneeds.Theprovenmethodologyclearlyoutlinesgoals,expectations,commitments,andtimelines,minimizinguncertaintyandstreamliningdeployment.

Figure 1: A Range of Choices for Your SAP CRM Rapid- Deployment Solution

Monthly pay as you go

SAP® CRM 7.0 is the industry-leading solution offering

Private cloud

Options to select other SAP Rapid Deployment solutions or upgrade to SAP CRM

SAP Services SAP partners

Annual fee

Customer location Customer infrastructure

Sales Marketing Service

Hosted on demand Appliance model On premise

Subscription Perpetual

SAP Services Partners

SAP Business Communications Management

Sybase® Mobile Sales for SAP CRM

Other SAP Rapid Development solutions

functionalitypDeploymentpPaymentpservicep

Packagesp

SAP Partner

6

Unique Combination of Business Benefits

TheSAPofferingdeliversavarietyofunparalleledbenefits,helpingyourealizeyourgoalsforaCRMsolution:• Robust functionality–Supportforessentialsales, marketing,andserviceprocesseshelpsyougetcloser toyourcustomers.

• Rapid delivery–PreconfiguredsoftwarecanbedeliveredbySAPConsultinginaslittleassixtoeightweeks.

• Reduced complexity–ArobustCRMsolutionfroma singlevendor,withsuperiorglobalsupport,meansfewerworriesforyou.

• Flexible pricing–Chooselow-costmonthlyrentaloraperpetuallicensemodel,dependingonyourbudgetrequirements.

• Predictable costs–Low,predeterminedfeesandclearlyoutlineddeliverablesmeannohiddenfeesor“gotchas”forthedeliveredsolution.

• Choice of deployment models–Choosethebestdeploy-mentoptionstomeetyourbusinessneeds.Selecteitheronpremise,privatecloud,oranappliancemodel.

• Foundation for growth–Startsmall,provethevalueofthissolution,andaddonotherSAPRapidDeployment solutionsasneeded.Andasyourbusinessgrows,evolvetothefullSAPCRMapplication.

• Valuable customer insight–IntegratedwiththeSAPERPapplication,thesolutioncanprovideacompletepictureofyourcustomers.“The SAP CRM rapid-deployment solution

offered an easy way to quickly implement a robust CRM solution that fully meets our customer service needs. The integration with SAP ERP gives us increased visibility into our front- and back-office operations, helping us to provide a higher degree of service to our dealers and customers.”

Don Manuell, CIO,HunterDouglasInc.

7

eSSentiAl funCtionAlity foR SAleS, SeRViCe, And MARketingfEAtuREs tHAt HElP you ACHiEvE youR CRM vision

Sales Marketing Service

Apowerfulsolutionforsalesprofessionals,theSAP®CRMrapid-deploymentsolutionhassalesfunctionalitytohelpyoubewellpre-paredforcustomermeetings,trackprogresseasily,andpositivelyinfluencedealclosure.Thesoftwarehelpsmanagerssmartlyassigntherightrepstotherightopportunities,soyourteamcanclosedealsfast,collectcashquickly,andmakecustomershappy.

the marketing functionality of the sAP CRMrapid-deploymentsolutionincludeswhatyouneedtosuccessfullydrivesuperi-ormarketingresults.Thesoftwareprovidesastraightforwardwaytocreateandman-agemarketingcampaigns,moreeffectivelycoordinateactivitieswithsalesorganiza-tions,generateandmanagehigh-qualityleads,andtrackleadsthroughconversion.

Deliveringhigh-qualitycustomerservicewhilereducingyourcostisnolongerop-tional;itisanimperative.Theservicefunc-tionalityoftheSAPCRMrapid-deploymentsolutionreducesyourcostofservicebyenabling service agents to solve customer issuesquicklyandeffectively,whileprovid-ingafoundationforfuturegrowth.

Standard•Accountandcontactmanagement• Activity management•Groupwareintegration•Salesreporting•Opportunitymanagement•Pipelineperformancemanagement

Standard•Accountandcontactmanagement• Activity management•Groupwareintegration•Marketingreporting•Campaignmanagement• segmentation management

Standard•Accountandcontactmanagement• Activity management•Groupwareintegration• Customer service•Knowledgemanagement

Optional•Integratedsalesordermanagement integratedwithSAPERP

•Leadmanagement

OptionalLeadmanagement

8

Marketing

“We revamped our entire campaign management process, automating key steps, and nearly elimi-nating manual tasks. Now we can execute and manage multiple campaigns simultaneously and target them for optimal results.”Andrew Shaw,BusinessCRMManager,Volkswagen

“Thomas Cook needed a system that was easier to operate, offered better service, could generate precise target groups more efficiently, and at the same time reduce costs. That’s why we chose SAP CRM.”Rainer Wegmann, it Project Manager, thomas Cook Ag

Service

“Users are very happy with the new user interface, the solution design promoting new business pro-cesses, and the wealth of information accessible with our new SAP CRM-based system.”Cristian Popescu,GlobalSolutionLead,CRM,TheCoca-ColaCompany

“Users like to be able to access multiple types of data, which are available in SAP CRM or via inte-gration with SAP ERP.” Nathan Orwig,VicePresidentEnterpriseAdministration, McKessonCorporation

“SAP CRM is the heart and soul of the Coca-Cola contact center.”Stennis Shotts,CokeOneCapabilityDirector,TheCoca-ColaCompany

Sales

“With SAP CRM, order creation has improved, and there is no more manual rekeying of quote details to place the order. Furthermore, improved sales pipeline visibility is enhancing forecasting, market share, and margins.”Alan Cseresznyak,SeniorVicePresident,ToyotaMaterialHandling, U.S.A.Inc.

“We were able to quickly implement and deploy SAP CRM across multiple sales channels and inte-grate with our SAP ERP and legacy application. The integration and connectivity are among the strengths of SAP tools.”

Frank Stone, Director,EnterpriseSoftwareSolutions, MentorGraphicsCorporation

9

Why Choose SAP Consulting?

SAPConsultinghasvaluableresourcestohelpensureyoursuccess:•Experienceinlean,fastimplementationleveraginga“quicktimetovalue”implementationmethodology

•NumerouscustomersliveandsatisfiedwiththeSAPCRMrapid-deploymentsolution

•Serviceofferingdevelopedbasedonyearsofcustomerexperiences

•Directaccesstosales,development,andsupportorgani-zations–theglobalskills,informationnetworks,andre-sources of sAP

SAPConsultinghelpsensurethatyouaresuccessfulateverystepoftheprojectplan.ExpertsfromSAPConsult-inguseprovenbestpracticestoimplementtheSAPCRMrapid-deploymentsolutionataveryattractivefixedprice.Withthisoffering,youcangolivewiththesolutioninas littleassixtoeightweeks.

Howcanwedothis?•Supportforbestpracticesisalreadyembeddedinthesoftwaresotheimplementationteamcanstreamlinetherequirementsdefinitionprocessandfocusonworkingwithyoutodeploythesoftware.

•Toolsandtemplateshelpquicklyfine-tunetheapplicationtomeetyourneeds.

•Highlevelsofinteractionwithyoursuperusersandtrainershelptotransferknowledgequicklyandefficiently.

•Aprovenimplementationmethodologyhelpstoensureafastandcost-effectiveimplementation.

SuCCeSSfully go liVe in AS little AS Six to eight weekSsAP’s PRovEn APPRoACH MiniMizEs Risk

Figure 2: Project Plan for the Rapid Deployment of SAP CRM

Project Preparation Project Realization Final Preparation Production

•Projectpreparation•Kickoffworkshop•Installationcheck

•Solutionrealization•Masterdatadownload•Scopeandrefinement workshop

•Solutionconfiguration•Key-userknowledgetransfer

•Performancetesting•End-usertraining•Productionpreparation•Liveinproduction

•Postproductionsupport•Improvementsandroadmapworkshop

10

A CoMPelling tCo ARguMentWHATAREYOURISKINGWITH“SILOED”CRM?

Stand-aloneCRMapplications,unliketheSAPCRMapplica-tion,arenotdesignedtosupportanend-to-endCRMpro-cess.Forthisreason,companiesthatchoosethesesolutionsfortheirshort-termbenefitsrealizemediocreresultsinthemediumandlongterm.Insomecases,theseresultstranslatetomillionsofdollarsoflossesorunnecessaryexpenses.

Inaddition,takingaone-offapproachtoCRMresultsinmulti-pleproductsthatareoptimizedforaspecificdepartmentalneedandnotfortheoverallcompany.Thisapproachalso requiresyoutointeractwithmultiplevendorsandaddedcom-plexity,asmakingthesmallestchangetoeventhesmallestbusinessprocessresultsinITintegrationprojects.Allofthisisprohibitivelyexpensive–bothintermsofmoneyandskilledresources.Ultimately,yourtotalcostofownership(TCO)increases.

Wehavedevelopedadiagnostictoolthathelpsyourapidlyquantifytheriskofchoosingastand-aloneCRMapplicationandidentifiesthebenefitsthatSAPCRMcanprovidetoyourorganization.

PleasecontactyourSAPrepresentativetolearnmoreaboutthistoolandquantifytheopportunityforyourcompany.

For More Information

Formoreinformationabouthowtotakeadvantageofthe rapiddeploymentofSAPCRM,callyourSAPrepresentativeor visit us at www.sap.com/crmde.

Figure 3: Value Calculator Tool for SAP® CRM

sAP’s continuous investment in innovationandenterprise-class supportgivesyouthepeaceofmindandreliabilitythatyouhavecometoexpectfromSAP.

11

www.sap.com/contactsap

50 099 015 (11/02) ©2011SAPAG.Allrightsreserved.

SAP,R/3,SAPNetWeaver,Duet,PartnerEdge,ByDesign, SAPBusinessObjectsExplorer,StreamWork,andotherSAPproductsandservicesmentionedhereinaswellastheirrespectivelogosaretrademarksorregisteredtrademarksofSAPAGinGermanyand othercountries.

BusinessObjectsandtheBusinessObjectslogo,BusinessObjects,CrystalReports,CrystalDecisions,WebIntelligence,Xcelsius,andotherBusinessObjectsproductsandservicesmentionedhereinaswellastheirrespectivelogosaretrademarksorregisteredtrademarksofBusinessObjectsSoftwareLtd.BusinessObjectsisanSAPcompany.

SybaseandAdaptiveServer,iAnywhere,Sybase365,SQLAnywhere,andotherSybaseproductsandservicesmentionedhereinaswellastheirrespectivelogosaretrademarksorregisteredtrademarksofSybase,Inc.SybaseisanSAPcompany.

Allotherproductandservicenamesmentionedarethetrademarks oftheirrespectivecompanies.Datacontainedinthisdocumentservesinformationalpurposesonly.Nationalproductspecificationsmayvary.

Thesematerialsaresubjecttochangewithoutnotice.ThesematerialsareprovidedbySAPAGanditsaffiliatedcompanies(“SAPGroup”)forinformationalpurposesonly,withoutrepresentationorwarrantyofanykind,andSAPGroupshallnotbeliableforerrorsoromissionswithrespecttothematerials.TheonlywarrantiesforSAPGroupproductsandservicesarethosethataresetforthintheexpresswarrantystatementsaccompanyingsuchproductsandservices,ifany.Nothinghereinshouldbeconstruedasconstitutinganadditionalwarranty.