Solution Map SAP Best Practices for CRM SAP Best Practices

Transcription

Solution Map SAP Best Practices for CRM SAP Best Practices
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.
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
SAP Best Practices for CRM
Solution Scope
Segmentation &
List Management
Sales
Sales Planning
Performance
& Forecasting
Management
Territory
Management
Campaign
Management
Accounts &
Contacts
Service
Service Installations Customer
Sales & Contracts & & MainteService &
Marketing Agreements
nance
Support
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Opportunity Quotation &
Incentive &
Pricing &
Time &
ManageOrder
Commission
Contracts
Travel
ment
Management
Management
Field
Service
Management
Returns &
Depot
Repair
Warranty &
Service
Service
Claims
Collaboration,
Logistics &
ManageAnalytics,
Finance
ment
Optimization
E-Commerce functionality
covered by solution
SAP BP for ERP
E-Commerce
Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available
Included in CRM Functionality in SAP Business All-in-One*
Part of SAP CRM standard [can be added]
* To get details on the functionality covered within these scenarios please refer to the following slides
Business Communication
Management
Marketing
Resource
Management
Trade Promotion Management
Service
Interaction Center
Web Channel
Sales
Partner Channel Management
Marketing
SAP CRM Rapid Deployment Edition
Solution Scope
Segmentation &
List Management
Sales
Sales Planning
Performance
& Forecasting
Management
Territory
Management
Campaign
Management
Accounts &
Contacts
Service
Service Installations Customer
Sales & Contracts & & MainteService &
Marketing Agreements
nance
Support
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Opportunity Quotation &
Incentive &
Pricing &
Time &
ManageOrder
Commission
Contracts
Travel
ment
Management
Management
Field
Service
Management
Returns &
Depot
Repair
Warranty &
Service
Service
Claims
Collaboration,
Logistics &
ManageAnalytics,
Finance
ment
Optimization
Business Communication
Management
Marketing
Resource
Management
Trade Promotion Management
Interaction Center
Service
Web Channel
Sales
Partner Channel Management
Marketing
SAP Customer Relationship Management
Marketing
Marketing Resource
Management
Segmentation & List
Management
Campaign Management
I,S,R
Real-Time Offer Management
I,S,R
Lead Management
I,S,R
Multiple Data Source Access
(S5, S4, S2)
Campaign Planning (S5,
S4, S2, S3)
Multiple Interaction Channels
(S5, S4, S2)
High Speed Data Search (S5,
S4, S2)
Automated Qualification (S5,
S4, S2)
Preview Lists (S5, S4, S2)
Marketing Calendar (S5, S4,
S2)
Multichannel Campaign
Execution (S5, S4, S2)
Pre-Filtered/Personalized
Attribute Lists (S5, S4, S2)
Personalized (E)Mails (S5, S4,
S2)
Sampling and Splitting (S5,
S4, S2)
Call Lists (S5, S4, S2)
Embedded Predictive
Modeling (S5, S4, S2, S3)
Campaign Analysis (S5, S4,
S2, S3)
Rule-based Distribution (S5,
S4, S2)
Mass Generation (S5, S4, S2)
Automatic Generation of
Follow-Up Activities (S5, S4,
S2)
Lead Surveys (S5, S4, S2)
Personalized Filters (S4, S5, S2)
Lead Analysis (S5, S4, S2,
S3)
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)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
SAP Customer Relationship Management
Sales
Sales Planning &
Forecasting
Sales
Performance
Management
I,S,R
Pipeline
Performance
Management
(S2, S4, S5)
Territory
Management
Accounts &
Contacts
I,S
Opportunity
Management
I,S,R
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)
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)
I,S,R
Quotation &
Order Mgmt.
(ERP)
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Incentive &
Commission
Management
I,R
Team Selling
Quotations
(S5, S4, S2)
(S5, S4, S2)
Competitive
Order Capture
Information
(S5, S4, S2)
(S5, S4, S2)
Automatic
AccountBusiness
specific Sales
Partner
Processes
Assignment
(S5, S4, S2)
(S5, S4, S2)
Automatic
Order Status
Business
Tracking
Partner
(S5, S4, S2)
Assignment
Pricing (S5,
(S5, S4, S2)
S4, S2)
Pricing (S5,
Order
S4, S2)
Validation
Check
Activities (S5,
(S5, S4, S2)
S4, S2)
Follow-Up
Availability
Transactions
Check
(S5, S4, S2)
(S5, S4, S2)
Anticipated
Quotation and
Revenue
Order Analysis
(S5, S4, S2)
(S5, S4, S2)
Buying Center
Cross-/
(S5, S4, S2)
Upselling
(S5, S4, S2)
Sales Process &
Selling Methodologies
(S5, S4, S2)
Opportunity Analysis (S5, S4, S2, S3)
SAP Product Available
Pricing &
Contracts
Sxx, Vxx, Bxx
Pxx
Basic Pricing
for Opportunity
(S5, S4, S2)
I,S,R
Complete
Pricing for
ERP
documents
(S5, S4, S2)
I,R
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Time & Travel
SAP Customer Relationship Management
Service
Service
Sales &
Marketing
Service Contracts
& Agreements
I,S
Service
Agreement
Management
(S5, S4, S2)
Service Contract
Management
Service Level
Management
(S5, S4, S2)
Installations &
Maintenance
I,S
Installed Base &
Objects
Management
(S5, S4, S2)
Installation &
Configuration
(S5)
Customer
Service &
Support
Field Service Returns &
Management Depot Repair
Warranty &
Claims
Management
I,S
Service Requests
Processing (S5)
- Service Order Quotation
Service
Logistics &
Finance
Warranty
Management
(S5, S4, S2)
Billing
(S1, S5)
- Service Employee Resource Planning
- Service Confirmation Processing
- Logistics Integration Processes
- Service Order Analytics
- Service Resource Planning
- Resource Master Data
- Assignment Management
- Absences/Attendances Maintenance
Knowledge
Management
(S5, S4, S2)
Complaints
Processing (S1,
S5, S4, S2)
- Returns Processing
- Follow-Up Processes
- Logistics Integration
- Complaints and Returns Analytics
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
I,S
I,S
I,S
- Service Order Processes
SAP Product Available
Service Collaboration,
Analytics, Optimization
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Multichannel
Integration (S5)
Service
Forecasting,
Planning,
Analysis (S5)
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
Interaction Center
Telemarketing
Campaign Execution
Lead Management
Personalization
Telesales
Accounts & Contacts
Activity Management
Quotation & Order Management
Help Desk
Customer Service & Support
Complaint Management
IT Service Desk
Employee Interaction Center
Accounting Interaction Center
Knowledge Management
Process Modeling
Communication Channels
Customer Service
Shared Service Center
IC Management
Interaction Center
Telemarketing
Campaign Execution
Lead Management
I,S
Personalization
I,S
I,S
Call List Assignment (I,S,R)
Lead Generation (S5, S4, S2)
Scripting (S5, S4, S2)
Soft Phone (P1, S5, S4, S2)
Lead Qualification (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Interactive Scripts (S5, S4, S2)
Questionnaire (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
Telesales
Accounts & Contacts
Activity Management
I
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)
Quotation & Order Management
I
Automatic Business Partner
Assignment (S4)
Status and Result Tracking (S4)
Agent Inbox (S4)
I
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)
Fulfillment Synchronization (S5, S4,
S2)
Call List Processing (S5, S4, S2)
Multi Channel Interactions (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
Customer Service
Help Desk
Customer Service & Support
Complaint Management
I,S,R
I,S,R
Account Identification & Maintenance (S5, S4, S2)
Information Help Desk (S5, S4, S2)
Registered Product Identification (S5, S4, S2)
Service Request (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Record (S5, S4, S2)
Scratch Pad Notes (S5, S4, S2)
Interaction History (S5, S4, S2)
Service Order & Request Management (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Knowledge Search (S5, S4, S2)
Content Management Integration (S5, S4, S2)
Solution Database (S5, S4, S2)
Spare Parts and Services (S5, S4, S2)
E-Mail and Chat Integration (S5, S4, S2)
Service Quotations (S5, S4, S2)
Auto Suggest (S5, S4, S2)
Escalation Management (S5, S4, S2)
Service Level Management (S5, S4, S2)
only I,S
Contract & Entitlement Management (S5, S4, S2)
only I,S
Service Level Management (S5, S4, S2)
Escalation Management (S5, S4, S2)
only I,S
Warranty Management (S5, S4, S2)
only I,S
Installed Base Management (S5, S4, S2)
Service Product Proposal (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
IC Management
Knowledge Management
Process Modeling
I,S,R
I,S,R
I,S,R
Solution Search (S5, S4, S2)
Multiple Knowledge Databases (S5, S4, S2)
Interactive Auto Suggest of Solutions (S5, S4, S2)
only R
Mail Forms (S5, S4, S2)
Multilevel Categorization (S5, S4, S2)
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Communication Channels
Alert Management (S5, S4, S2)
Scripting (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Rule Modeler (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Automatic Number Identification (ANI) (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Analysis (S5, S4. S2)
only I,S
only I,S
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
Web Channel
E-Marketing
Catalog
Management
E-Commerce
Quotation & Order
Management
E-Service
Knowledge
Management
Content
Management
Loyalty Management
Email & Web
Campaigns
Store Locator
Shopping Basket
Interactive Selling &
Pricing & Contracts
Management
Configuration
Web Auctions
Selling via Partners
Service Order
Management
Personalization
Live Support
Installed Base
Complaints &
Returns
Billing &
Payment
Account Self
Service
Web Channel
E-Service
Knowledge
Management
Service Order
Management
Knowledge Base
Management (S6)
Frequently Asked
Questions (S6)
Installed Base
I,S
I,S
Solution Search (S6)
Live Support
Complaints &
Returns
I
I,S
Service Requests
(S6)
Installation
Management (S6)
Warranty
Management (S4,
S6)
Product Registration
(S6)
Entitlement
Validation (S6)
Status and Tracking
(S1, S6)
Resource Planning
(S6)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Billing & Payment
Complaints
Management (S6)
Returns
Management (S6)
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Account
Self Service
© 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.

Similar documents