CRM 4.0 - SAP Support Portal

Transcription

SAP CRM 7.0
Value of an Upgrade incl.
Delta Information for
SAP CRM 4.0 to 7.0
Agenda

Introduction
 SAP CRM 7.0 for Sales, Service & Marketing LoB
 How is SAP CRM 7.0 More Robust?
 What Flexibility do I have with SAP CRM 7.0?
 Can SAP CRM 7.0 work in my Industries?
 Appendix \ More Details
© SAP 2007 / Page 2
Solution Differentiation:
The CRM Framework of Excellence
MAKE EVERY
INTERACTION
COUNT
CAPITALIZE ON
CUSTOMER
INSIGHT
CUSTOMER
EXPERIENCE
DRIVE EFFICIENCY AND EFFECTIVENESS
TO DELIVER ON PROMISE AT REASONABLE COSTS
Did you know? – The New SAP CRM Has
Changed the Game
Easy to Use
“
Our sales reps rave about the
improved ease-of-use of the SAP
CRM solution.”
“
During our CRM 2007 rollout training
there were times when spontaneous
applause erupted.”
“
The new UI is the best - I am a huge
fan.”
Blog on BPX
“
The reps are fantastic with the new
system. More users are
requesting access every day.
“
Fast to
Deploy
45 % Faster
Adoption than CRM 5.0
CRM 2007
450+ Live customers
CRM 7.0
Users love the new system… the UI
is much better than Siebel.”
Analyst Recognition
100+ Live customers
Award Winning
“Any SAP customers intending to implement or
upgrade any time in the next 12 to 18 months should
look no further than SAP CRM.” AMR
Suzanne Montgomery,
Sales, SAP Canada
“SAP is a sensible shortlist candidate” Gartner
“…strong across the board
for sales, marketing, partner
channel management,
customer service, and
analytics… “
Thrilled Users @ SAP
Successful upgrade to SAP CRM 7.0
Hi Jim,
I know our reps here in Canada are thrilled
with their new tool… This just so exciting.
“SAP has successfully evolved the on premise CRM
software over the past three years” Gartner
SAP is a Leader in
Forrester CRM Wave
Rapid Adoption
Leader in four categories of
2009 CRM Market Awards
(CRM Magazine):
The system seemed to be on top performance
...whizzing through each field entry – what a
pleasure!
Very excited about our
new CRM 7.0!
Regards,
Jenny D'Unienville
Marketing Operations
SAP Australia & New Zealand
Web Client User Interface – SAP CRM 7.0
The Web Client User Interface is
the first step into a new era of SAP
CRM user interfaces usability and
flexibility for the business user.
© SAP 2007 / Page 5

State of the art, modern user interface
leveraging Web 2.0 paradigms

Simple information and navigation
architecture to facilitate finding,
reviewing and editing of information

Broad personalization capabilities
across all software areas to let the
user decide how he works best

Simple but flexible UI configuration
capabilities to pre-define the user
interface for user groups
The SAP CRM Solution
BCM
RTOM
Native
Blackberry
Applications
CUSTOMER
Mobile
MARKETING
E-Commerce
Interaction
Center
SALES
Interactive Forms by
Adobe
ANALYTICS
End-to-end,
Industry-specific
Processes
Powered by
SAP NetWeaver®
Partner
Channel
SERVICE
PMM - Vendavo
Business Objects
Dashboards
SAP CRM Evolution
Road to Simple and Powerful
Usability Improved
CRM 4.0
Loyalty
RTOM
CRM 2007
CRM 7.0
High Volume
Segmentation
Quality
Improved
Rapid
Deployment
Packages
Dashboards
Pipeline
Performance
Management
IT Service
Management
Sales
Marketing
Service
(SAP
GUI)
Business
Communication
Management
Handheld
Solution
Complexity
Reduced
Shared
Service
Center
Single Web Based UI
(Sales, Service, Marketing
New and
comprehensive
industry
capabilities
Web Based UI
Admin
Market
Development
Funds
ITIL
Compliant
Case
Management
Smart end-to-end
processes and new
capabilities
Agenda

Introduction
 SAP CRM for Sales, Service & Marketing LoB
 How is SAP CRM More Robust?
 What Flexibility do I have with SAP CRM?
 Does SAP CRM provide Mobile capabilities?
 Can SAP CRM work in my Industries?
© SAP 2007 / Page 8
“
© SAP 2009 / Page 9
What’s new in
SAP CRM
Marketing?”
SAP CRM for the Marketing Line of Business
Maximize your Marketing Spend
SAP Solution for Marketing:

Integrated enterprise marketing platform that provides end-to-end marketing planning and
process automation across multiple channels
 Provides visibility & accountability across all marketing processes
 Provides 360 degree view of the customer
Generating Demand and Building Profitable Relationships:
Flexible
Intelligent
Expanded
Reach
Fast
End to end
Loyalty
Reward Rule
Management
Processin
g Engine
Program
Management
Membership
Handling
Create
multi-channel
campaigns
Real-time
offer management
High-Speed
Segmentation
Market
Development
Funds
Innovation Areas:
Marketing 2.0 – Leveraging
Social Media Channels
© SAP 2008 / SAP CRM Sales Overview, Dietmar Bohn, Page 10
Marketing
Resource
Management
Predictive Analytics
Online
Marketing
Loyalty
Management
CRM Marketing:
Campaign management & loyalty programs
Streamline the campaign
planning and execution
processes across all
interaction channels
Successfully run customer
loyalty programs
Solution highlights
Key benefits
Integrated customer interaction channels
Multi channel campaign planning to
consistently market and sell across the
customer interaction channels
Treat customers consistently
across the enterprise to
increase marketing success
and increase customer
satisfaction
Cross channel coordination
Raise visibility of all relevant customer
interaction history across marketing, sales
and service
Loyalty Management
Plan and execute customer loyalty programs
Build customer relationship
with every interaction by
making all follow up interactions
relevant
Increase customer retention
and loyalty by rewarding your
customers with loyalty points
and special offers
Customer examples


Marketing to over 5 million customer
records
Complex segmentation and execute the
database selections faster than before –
providing new insights into customer
behavior.
 increased response rate through
targeted marketing activities
contribute USD 3.5 million.
 Overall Internal Rate of Return of
26%.
Gartner Marketing Magic Quadrant Ratings
for SAP
Magic Quadrants
Gartner’s SAP
Rating
Marketing Resource
Management MQ*
Challenger
Multi Channel
Campaign
Management MQ†
Challenger
Enterprise Marketing
Management MQ††
Visionary
“
Stronger vision with new leadership:
With new CRM and marketing
leadership, SAP’s vision for its
marketing applications is improving
significantly
- Kim Collins, Gartner
“
With the CRM 2007 release came
significant improvements to the
marketing UI, providing more
customizable, mash able desktop
views, corporate-specific skins and,
notably, an easier-to-use visual
approach for segmentation selection
- Adam Sarner, Gartner
© SAP 2008 / SAP CRM Marketing Overview, Page 12
*Gartner Marketing Resource Management MQ, February 2008
†Gartner Multi Channel Campaign MQ April 2008 ††Gartner Enterprise Marketing Management MQ, July 2008
Business benefits of the marketing capability
in SAP CRM
Key benefits
Proof points
Increase marketing success;
drive customer demand
Adobe JAPAC marketing team automates closed-loop direct
mail campaigns in one week. Able to take incremental
learning from campaign to apply to the follow up activities.
Online product launch campaigns have seen a response rate
of up to 60%.
Explore and gain customer
insights and understanding
Increase the speed-to-market
of the marketing processes
and activities
Reduce marketing costs and
maximize resource utilization
Increase marketing ROI
Adobe
Sony Canada
Sony Canada consolidates rich customer profile data from
multiple channels and sources for one million customer
contacts. Leverages RFM analytics to accurately segment,
target, and personalize marketing messages.
Avid
Avid benefited from automated lead management process
and saved over 166 hours of work time.
Kimberly-Clark
Philips
Electronics
MRM enables improved effectiveness of Kimberly-Clark’s
brand equity management solution for developing, executing,
tracking and analyzing millions of dollars in marketing
investment.
Philips Electronics increased response rate through
targeted marketing activities contribute USD 3.5 million.
Overall IRR of 26%.
“
© SAP 2009 / Page 14
What’s new in
SAP CRM
Sales?”
SAP CRM for the Sales Line of Business
Drive Revenue and Profitability
SAP Solution for Sales


Deep sales capabilities across all customer interaction channels – direct, indirect, phone, Web

End-to-end processes (“lead-to-cash”) with seamless integration into the SAP Business Suite
Best-in-class sales effectiveness tools paired with operational excellence in front and back office
Achieving Sales Effectiveness and Operational Excellence:
Easy to Use
Intelligent
Accessible
Extendable
Agile
Maximize user
productivity
Turn sales insight
into action
Unlimited
Mobility
Value-Add partner
solutions
Adapt business
processes to
your needs
Innovation Areas:
Sales 2.0 – Social Networks
& Information Services
Sales Analytics &
Performance
Analysis
Account Intelligence
& Planning
Next Generation
of Online
Selling
CRM Sales: pipeline management
Streamline selling processes across channels to accelerate buying decisions
Key benefits
Solution highlights
Streamline selling processes
across channels to
accelerate buying decisions
Lead Management
Generate highly qualified, prioritized leads
and automate the lead distribution
process
Align marketing and sales
organizations to increase lead
conversion rates
Clear boundaries, transparency,
and consistent sales execution
boost sales effectiveness
Opportunity Management
Track, qualify, and distribute opportunities to
the right sales professionals and monitor
their conversion into revenue
Monitor pipeline performance in
real-time and react
immediately to changing
deal/market conditions
Pipeline Performance Management
Identify stalled deals, monitor quota
attainment, and simulate strategies to
push deals through the sales cycle faster
Customer examples
Improved opportunity tracking and
closure in the Far East has increased
revenue by over $56 million
$7.4M additional revenue contribution from
Europe with better pipeline visibility,
collaboration, and issue management




7% sales increase over prior year in a
flat market
Significantly improved view of pipeline
 Increased accuracy of sales and
inventory forecasting
CRM Sales: order management
Executing the perfect order reduces costs and retains empowered customers
Key benefits
Solution highlights
Ensures a superior order
experience through accurate
pricing, delivery
commitments, and timely
order execution across
channels
Multi-channel Order Management
Create and manage customer orders, check
product availability and track orders at
each step in the order lifecycle – across
channels
Reduce cycle times, cost of
sales and days sales
outstanding through order
process automation and better
visibility into orders
Credit Management
Automated real-time sales order credit
checks enforce policies and present risk
profiles and credit worthiness of your
customers at the point of sale
Reduce payment failure by
detecting sales orders from
high risk customers before
fulfillment
Seamless integration with backend financial and accounts
receivable processes to
generate invoices, process
payments and credit returns
Billing
Intuitive and error free invoice document
which ensures revenue can be realized in
the shortest possible timeframe
Customer examples
Increased order size from current
customers
 Increased acquisition of new B2B
customers across its channels
 Achieved revenue contribution of
$0.9M attributable to SAP CRM

Increased year-to-year sales growth
by 7.5%
 Reduced order entry errors by 40%
 Decreased total cost of sales by
reallocation of 2% of employees to
strategy roles

Strong Analyst Ratings
SAP CRM is the Top-Rated SFA Solution
The Sales capabilities in SAP CRM achieve near perfect score with
#1 ranking in the Forrester Wave: Enterprise CRM Suites Q3, 2008
What Customers are saying about the
Ease of Use of SAP CRM 2007
“
Our sales reps rave about the improved
ease-of-use of the SAP CRM 2007
solution.”
“
During our CRM 2007 rollout training
there were times when spontaneous
applause erupted.”
“
The new UI is the best - I am a huge fan.”
Blog on BPX
“
Wow...that is really cool; I didn't
know SAP could do that.”
“
Users love the new system… the UI is
much better than Siebel.”
SAP CRM Sales – Tangible Benefits
Recognizing Significant Business Benefits From SFA
OKI - Reliable Sales / Inventory Forecast



7% increase in sales, Y/Y in a flat market
3 day per month reduction in the amount of time required to
generate key sales reports
Improved sales and inventory forecasts
Yaskawa - Sales Effectiveness
SECURIT- Sales Efficiency



Molex - Sales Collaboration

500% Growth in Customer Database


65% increase in Sales with a 30% decrease in headcount
Increased Customer Satisfaction ratings every year since
implementation


CSC - Pipeline Visibility



100% consistency of pipeline measures across business
units
94% decrease in time required to generate monthly
pipeline report (3 days to 2 hrs)
67% decrease in time to integrate pipeline of acquired
companies (12 weeks to 4 weeks)
User Productivity +300%
Data Entry – 60%
Replaced 78 legacy system databases with a centralized
database
$7.4M additional revenue contribution from Europe with
better pipeline visibility, collaboration, and issue
management
$1.9M in headcount saved due to more efficient sales
planning
General Sales / SFA Improvements


40% increase in sales productivity - Eclipse Aviation
95% user adoption - Kohler

20% increase in sales Productivity - Medline
“
© SAP 2009 / Page 21
What’s new in
SAP CRM
Service?”
SAP CRM for Service Line of Business
Deliver a Great Customer Experience
SAP Solution for Service:
Comprehensive solution to support customer service, technical support, as well as maintenance
and onsite service scenarios including contract, warranty, claim, returns and parts management
 All relevant customer services data and processes seamlessly integrated across all functional
domains and customer interaction channels on one single platform

Differentiating through Service Excellence:
Multi-channel
Open
Virtual
Geographical
Mash-up
Business
Communication
Management
Extendable
Integrated

Maximize
customer
convenience
Interactive
Forms
Innovation Areas:
Integration of Social
Networks & Social Media
Mobile
Service
Next Generation
of Online
Self Service
End-to-end
Service
processes
CRM Service
Deliver Consistent High Quality Customer Service
End-to-end integrated
customer service
management with data
and tools to serve your
customers
Solution highlights
Key benefits
Service Management
End-to-end service management execution,
from service order quotation, installedbase management, knowledge base, to
billing & payment
Solve your customer problems
quickly with access to all
relevant customer information
and knowledge base
Multichannel Customer Service
Multichannel support including interaction
center, field service, partner service, and
web self-service
Service your customer using the
optimal channel or one
preferred by your customers
Business Communication Management
IP-based communication infrastructure
solution that provides CTI for call routing,
unified queuing, and presence
Simplify communication with your
customers while facilitating
collaboration among your
employees
Customer examples

Improved service response time by
10%
 Improved planning productivity by 50%
 Achieved 12% reduction in costs
 Reduced call-center agents’ talk time
by 50% per inquiry

Increased customer service center
productivity
 Reduced cost per interaction,
resulting in savings of EUR 3.54M
 Increased helpdesk productivity,
gaining efficiencies of EUR 1.39M
Forrester rates SAP CRM as Leader:
Customer Service Software Solutions
October 2008 “The Forrester Wave™: Customer Service Software Solutions, Q4 2008”
Forrester Wave™: Record-Centric Customer Service Solutions, Q4 ’08
“SAP leads by providing
high-volume, global
deployment
capabilities…
SAP CRM's strength lies
in its ability to tie
customer service to
other back-office
processes, including
manufacturing,
distribution, finance, and
marketing. The product is
designed to handle highvolume global
requirements.”
© 2008, Forrester Research, Inc. Reproduction Prohibited
© SAP 2009 / SAP CRM Service Overview, Page 24
Business benefits of deploying SAP CRM
Key benefits
Proof points
Reduce cost by performing
service entitlement check
Adobe
Adobe increased their customer support productivity and
reduced their cost by $1.6 million annually just by performing
entitlement verification as part of the support process.
FrancotypPostalia
Francotyp-Postalia achieved full visibility of service-related
orders and reduced associated errors and duration of billing
cycle. They also improved scheduling and efficiency of field
service technicians.
Waters
Waters increased $2 million service plan sales through
proactive contract renewal using SAP CRM. They also
reduced their invoicing period, the period between the
completion of the service order and the invoice being issued,
from 14 days to 1.
NetApp
NetApp with 2800 users and high transaction volumes
generates the majority of service orders as touch free through
device diagnostics
Reduce billing errors and
duration while increase field
technician efficiency
Increased service revenue
and reduced DSO
Improved customer
experience through proactive
service
“
© SAP 2009 / Page 26
What’s new in
SAP CRM Web
Channel?”
Web Channel capabilities of SAP CRM
The Web channel capabilities of SAP CRM turns the Internet
into 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 Channel
Managers
Set up and manage your
Web shops & analyze and
optimize your online
business
© SAP 2008 / SAP CRM Web Channel Overview, Page 27
Consumers
Businesses
Enjoy a quick and easy
online shopping
experience & get a
consistent experience
across all touch points
Leverage powerful and
convenient self-services &
manage all sales and
service interactions from
one place
SAP CRM – User Interface Highlights
Customers “rave about the improved ease-of-use”
© SAP 2007
2008 / Page
SAP CRM
28 Web Channel Overview, Page 28
SAP 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
Benefits realized with SAP CRM Web Channel
Key benefits
Grew sales via
an online channel
Streamlined B2B
interactions
Customer
Proof points
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.
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.
“
© SAP 2009 / Page 31
What’s new in
SAP CRM
Interaction
Center?”
SAP CRM Interaction Center
SAP CRM Interaction Center drives both operational and
management excellence to make every interaction count
It does this by providing a platform that supports multi-channel customer
interactions in the domain of sales, marketing and customer service.
Managers
Agents
Track operations and
ensure performance
goals are met
Everything needed to
serve customers on a
single screen
© SAP 2008 / SAP CRM Interaction Center Overview, Page 32
IT /
Communications
Easily integrate with a wide
range of corporate multichannel communications
solutions
Improve Customer Interaction Handling by an
Integrated Agent User Interface
Accelerate, simplify and improve
quality of business interactions through
BCM softphone integrated with SAP CRM
Interaction Center
BCM softphone
functionality
integrated with
Interaction
Center toolbar
BCM routes
voice calls,
emails and chat
requests to
Interaction
Center agents
© SAP 2007 / Page 33
Shared Service Center Business Roles
Employee Interaction Center (EIC)

Ability to confirm multiple related business
partners at once

Integration of “Client Switch” functionality to
support multiple CRM and backend clients
Accounting Interaction Center (AIC)

Ability to search for employees and vendors
by company code or invoice

Ability to search for business transactions by
company code

Integration of “Client Switch” functionality to
support multiple CRM and backend clients
IT Service Desk

Includes a standard “IT Service Desk Agent”
business role that complies with standards
defined by ITIL (IT Infrastructure Library)
Forrester Rates SAP CRM as Leader:
Customer Service Software Solutions
October 2008 “The Forrester Wave™: Customer Service Software Solutions, Q4 2008”
Forrester Wave™: Record-Centric Customer Service Solutions, Q4 ’08
“SAP leads by providing
high-volume, global
deployment
capabilities…
SAP CRM's strength lies
in its ability to tie
customer service to
other back-office
processes, including
manufacturing,
distribution, finance, and
marketing. The product is
designed to handle highvolume global
requirements.”
© 2008, Forrester Research, Inc. Reproduction Prohibited
Interaction Center: Customer successes
Key benefits
Improved call center operations
to ensure customer satisfaction
Improved agent productivity and
increased customer satisfaction
Increased productivity, reduced
call volume, enhanced revenue,
and reduced call handling time
Reduced order error and fraud
rates
Customer
Proof points
Brother was able to reduce training costs by
Brother
17% and improve call processes, saving close
to $500K per year
Cardinal Health saved $14.9M through quicker
Cardinal Health
access to data for its customer service
department
Adobe reduced call handling time by 1.5
Adobe
minutes and services only qualified customers,
contributing $1.6M a year
Canada Post eliminated $25M in revenue
Canada Post
leakage through access to actual customer
data and verification at time of receipt
“
© SAP 2009 / Page 37
What’s new in
SAP CRM
Partner
Relationship
Management?”
Partner Channel Management capabilities of
SAP CRM
The partner channel management capabilities of SAP CRM enables
you to increase loyalty and market reach in your partner channel
It does this by providing a platform that supports multi-channel interactions
across channel marketing, channel sales and channel service.
Channel
Executives
Channel
Managers
Analyze and optimize your
channel business to maximize
revenue and comply with
financial regulations
Easily understand partner
performance and manage
all interactions with
partners from one place
© SAP 2008 / SAP CRM Partner Channel Management Overview, Page 38
Partners
Leverage powerful and
convenient self-services &
manage all sales, marketing
and service interactions
from one place
Partner channel management capabilities of SAP CRM
SAP CRM provides a complete range of indirect channel processes
Manage and empower partners to
more effectively sell to, market to,
and service end customers
Channel
Marketing
Partner
Mgmt
Channel
Sales
Customer
Partner
Order
Mgmt
Partner &
Channel
Analytics
Channel
Service

Partner Management

Channel Marketing

Channel Sales

Partner Order Management

Channel Service

Partner and Channel Analytics
SAP Partner Channel Management is a Top-Rated Solution
”SAP CRM is a Leader in the
PRM tools market - SAP has
steadily built out
comprehensive functionality
in the SAP product. Most
recently, the company has
focused on improving
usability and deepening
support for strategic business
processes as part of the SAP
Business Suite.”
William Band, Forrester Research,
The Forrester Wave: Partner Relationship
Management Tools, April 2007
Benefits realized with SAP CRM
Key benefits
Grew sales by being
easier to do business
with than their
competitors
Streamlined dealer
business processes
Increased profitability
through better pricing
decisions
Improved partner
collaboration
Customer
Proof points
Cherry
Cherry increased overall profitability by being easier to do
business with. Cherry increased the number of high-quality
partners, increased partner order volume, reduced orderhandling cycle times and increased partner satisfaction.
e-Plus
E-Plus streamlined management of its entire dealer life cycle
through a single interface for dealer interactions. E-Plus
expects to cut dealer administrative costs by 20% within three
years.
Texas
Instruments
NVIDIA
Texas Instruments makes better pricing decisions with
accurate pricing data. Texas Instruments increased the
accuracy of its ship and debit claims calculations.
NVIDIA enabled partner self-service and consistent,
predictable processes to support aggressive growth goals.
Agenda

Introduction
© SAP 2007 / Page 42
CRM Analytics options
CRM Interactive Reports
Xcelsius dashboards
 Self-service real time
reporting and analysis,
autonomy from IT
 Simplify CRM information
with innovative & intuitive
visuals
 Simple user interface, no
learning curve
 Empower Business Users
who are not savvy using
analysis tools
 Ready to run w/ minimal
setup
CRM
BEX reports
 BI reports
 Complete pre-built content
for most CRM objects
 Integrated report
management
 Navigate back to CRM
BW
SAP CRM Sales Force Automation
Groupware Integration

Customers have more control over the account & contact creation process from
Groupware Client: Accept only new contacts for existing accounts or block
account & contact creation completely

Capabilities for MS Outlook
integration: A new pane enables
users to assign appointments &
tasks to CRM transactions directly
in MS Outlook
Data Quality Management
Target
Group
Transfer
Data
Identify
Duplicates
The Data Quality Management framework provides a set of
powerful tasks designed to

eliminate duplicate business partner data records

ensure a consistently high standard of data quality
Capabilities:
Create Cleansing
Cases

Merge
Automatically



Integrated duplicate check as a technically integrated
solution, including duplicate identification and duplicate
merge, using SAP software or a third-party add-on.
External duplicate check by a service provider (agency),
including export of data records, upload of results, and postprocessing of results (merge).
External postal address validation (syntax validation) using an
external service provider, with export of data records and
upload of results.
External content validation for relocation and necrology using
a service provider (agency), with export of data records and
upload of results.
Data quality management tasks are performed for a whole validation
group. A validation group is a set of business partners and is
represented by a target group or a profile. Validation groups are built
using the segmentation functionality available in CRM Marketing.
© SAP 2007 / Page 45
SAP Mobility: Co-Innovation Partner Strategy
Embracing Strategic Partners to Deliver World Class Applications
Embrace
• Embrace enterprise mobility
market leaders to deliver prepackaged mobile applications
Enterprise Mobility Market Leaders
execution
• Focus on core strengths as a
business process company and…
vision
• Collaborate on the “end to
end” solution delivery
Co-Innovate
• Joint development,
end to end testing,
solution qualification
go to market, support
• Deliver multiple applications Windows
Blackberry iPhone
Android
Other
• Running on multiple devices
Accelerate
• With rich user experience
Sales
Field Service
EAM
Inbox
Sybase Mobile CRM for SAP
iPhone
© SAP 2007 / Page 47
Agenda

Introduction
© SAP 2007 / Page 48
Simple & Intuitive:
Evolution of SAP CRM User Interfaces
© SAP 2007 / Page 49
UI Configuration – SAP CRM 7.0
Efficient and Holistic
UI Configuration
Examples in UI
Configuration
Tools

To adjust the CRM user
interface to your corporate
identity and to your
business needs a bundle of
integrated tools is provided

Business Role and
Navigation Bar
Customizing



Design Layer
Customizing
Application Enhancement
Tool (AET)


UI Configuration Tool
BSP WD Component
Workbench
Add new fields
Position fields on views

Rename field labels

Use personalization

Define captions

Define Navigation Bar
entries

Create Business Roles
Customize on the Fly
Adding Fields
Adding Fields in CRM 4.0
2 Weeks
© SAP 2007 / Page 51
Adding Fields in CRM 7.0
2 Minutes
UI Configuration Tool – SAP CRM 7.0
© SAP 2007 / Page 52
Extensibility – SAP CRM 7.0
CRM Application Enhancement Tool provides customer and partners the ability
to add new fields to existing application with virtually no technical steps

The Application Enhancement Tool is seamlessly integrated into the UI Configuration Tool

Fields can be made available in the UI without any additional development

Custom fields can be created without deep technical knowledge

An Expert Mode is provided for the more experienced users

The users can use different data types, create custom drop-down lists, assign existing DDIC
check tables and search helps

The new fields can be made available in the Search, in Mobile, BI, OLTP Reporting and R/3
Adapter

Existing field can be reused across applications
Application Enhancement Tool – SAP CRM 7.0
Supported Methods

Create a field with properties that
match best the specific business
needs

View the details of the custom
fields in a convenient manner

Modify and regenerate existing
fields

Provide translations in the
system supported languages

Extend the supported external
interfaces - for example Mobile,
R/3, BW and OLTP Reporting
© SAP 2007 / Page 54
Web Service Tool – SAP CRM 7.0
CRM Web Service Tool provides customer and partners the flexibility to model
their individual services with out the need of any additional coding

User friendly workbench to model web services based on SAP CRM Business
Object Layer in only four steps

Comfortable modeling environment that takes care of any code generation


Embedded in SAP NetWeaver Web Service infrastructure
Allows the modeling of most important service operations, such as read, create
and query

Complies with the international W3C standard on web services
Web Service Tool – SAP CRM 7.0
© SAP 2007 / Page 56
SAP CRM Is Now Enabling Rapid Deployments
“ SAP CRM 2007 […] was
adopted faster than ever”
“ The smoothest start-up I have
ever experienced on a new
application with new technology.”
2 MONTHS
“ We migrated from Siebel to
CRM 2007 in 2 months…Our
transition was very smooth...”
“ …upgraded to SAP CRM
2007 in just 8 weeks. …
response from our sales
team has been overwhelmingly positive!”
3 MONTHS
“ …upgraded to SAP CRM
2007 in just three months.
With the rapid rollout to 410
users, SAP CRM 2007 is
keeping our sales pipeline
filled”
John Maneely Company
“We went live with 100-users
in just over 3 months … with
integration to 3 ERP systems
(SAP and other)”
4 MONTHS
“ Global upgrade from CRM
4.0 to CRM 2007 in 4 months,
also replaced Salesforce.com
for SFA in another division”
…went live on Trade
Promotion Management and
Interaction Center in 17 weeks
Analysts and Press Are
Talking Positively about SAP CRM
“
“The reduction of time for tasks that
once took 2 days to 15 minutes…will
make projects faster, and quicker to
deliver end-user requirements. ”
- Gartner
“ Any SAP customer intending to
implement or upgrade any time in the
next 12 to 18 months should look no
further than [SAP] CRM...”
-
AMR
“ SAP has worked steadily to fill out its
CRM offering, resulting in end-to-end
process integration support that no
longer comes at the expense of
missing CRM functionality.”
- Forrester
“ As far as SAP [CRM] goes, they've
revitalized themselves”
- Paul Greenberg
SAP a Leader in CRM
SAP CRM
Customers “rave about the improved ease-of-use”
Home Page
Personalization
Searching
Access Information
Agenda

Introduction
© SAP 2007 / Page 60
Industry Solutions
Consumer Products
Financial Service
Trade Promotion Management
Loan & Lease Management
High Tech
Public Sector
Channel Management (Ship and Debit)
Investigation Case Management
Agenda

Introduction
© SAP 2007 / Page 62
Appendix
© SAP 2007 / Page 63
SAP CRM Functionality Comparison
Marketing
Marketing
CRM 4.0
CRM 7.0
Marketing Resource
Management
Campaign and program planning.
Integrated marketing calendar
Marketing organization, scenario planning, enhanced purchased
integration
Segmentation
Management
Basic segmentation
Enhanced segmentation, de-duplication and prioritization
List Management
External list management
Campaign Management
Campaign Automation, Survey Tool
Couponing, enterprise services available for campaigns, target groups
and leads.
Lead Management
Lead management functionality
Lead management functionality
Trade Promotion
Management
Basic trade promotion management:
TPM retrofit (consumer marketing
planning)
Full trade promotion management including funds management for
backend integration
Real-Time Offer
Management
Real-time, self-learning recommendation engine that defines and
manages customer offers (cross-sell, up-sell, retention offers, etc.)
Business reporting and analytics on offer’s performance, customer’s
response and agent’s performance
Loyalty Management
Loyalty management functionality including membership management,
reward management, program management and process engine
© SAP 2007 / Page 64
SAP CRM Functionality Comparison (1/2)
Sales
Sales
CRM 4.0
CRM 7.0
Sales Planning &
Forecasting
Enhancements of territory, competitor
and product analysis
Enhanced real time ad-hoc reporting for accounts and opportunities,
account planning with new assignment block and partner determination
within the account plan
Sales Performance
Management
Enhancements of territory, competitor
and product analysis
New pipeline performance management. Set overall revenue target,
choose data content from total sales volume, weighted and un-weighted
pipeline data with dynamic filters. Simulation of opportunity changes, view
of relevant sales data, personalized chart views, maintenance of
individual churn rates
Territory Management
New territory management tool
Authorizations based on territory assignment, possibility to model and
evaluate territory rules with rules engine, support of basic territory
alignment capabilities, basic data validation reports, mass update reports,
territory interface in account application
Accounts & Contacts
People centric UI, enhancements in
relationships, address details, email
and fax integration, account specific
conditions and marketing attributes.
Enhanced maintenance of competitor
data
New BSP application for employee details, account classification and
account life cycle stage. Additional online screen for account fact sheet
with information from different sources (ERP, BI, etc.), account buying
center
Activity Management
Activity journals, bi-directional
groupware integration
Email integration, visit planning, activity scheduling, simplified activity
processing. Fact sheet replication to groupware, enhanced client-based
groupware integration for MS Outlook. Enhanced calendaring, drag and
drop appointments capability, enhanced UI functions
Opportunity
Management
Opportunity hierarchy, opportunity
planning and competitor information
Maintenance of competitor products and prices, opportunity assessment
determination, partner re-determination, copy account buying center to
opportunity, graphical maintenance of the buying center and new FLEX
UI with enhanced feature and usability, credit check, price conditions and
price totals in opportunity header
© SAP 2007 / Page 65
Sales
CRM 4.0
Sales
CRM 7.0
Product Configuration
Not available
Fast entry product configuration, interactive pricing overview during
configuration, IPC. Product Modeling workbench for configurable
products. External configuration to use within CRM sales process.
Enhanced guide product configuration
Quotation & Order
Management
General conditions management, campaign
determination for TPM, incompleteness
check. Quotation notification, availability
check against R/3, product determination
and substitution, definition of delivery time &
commitment date, explosion of structured
products, integration with batch processing,
free goods, product determination using
alternative product ID’s, product substitution,
working with structured products, batch
processing
Product proposals in quotes and orders. Enhanced ATP check,
listing, exclusions and assortments, rebate agreements and
additional deployment option, enhanced payment card processing,
support for CRM billing, assigned trade promotions visible in the
header and intercompany billing. Ability to sell bundles made up of
products, service and contract elements. Allow sales professionals
to work with the same UI across the system, user external
configuration and order.
Pricing & Contracts
Authorized partners in contracts, integration
with ERP, leasing scenario
No more separate IPC Java server, price change approval
workflows. MS Word and Adobe PDF integration, optional
integration of communication-enabled business processes
Incentive & Commission
Management
Incentive and commission management
Time & Travel
Mobile time and travel management
General
Add-on for the CP industry, new roles: billing
clerk and sales assistant
Enhanced industry solutions for oil and gas, C, FSI,
Mobile Sales
Mobile sales for handhelds, groupware
integration, activity surveys, opportunity and
account planning, activity journals,
hierarchical opportunities, partner product
ranges and TPM, PDA comparison and
tablet PC, time and travel management
Migration to .Net, visit planning, listings, shelf management, route
optimization, Third party smart phone solution from RIM
© SAP 2007 / Page 66
Service
Service
CRM 4.0
Service Sales &
Marketing
CRM 7.0
Ability to sell product bundles made up of products. Services and contract
elements via new package quotation. Enhanced package quote, support
of additional item types credit card support with CRM billing
Contract-independent service plan, service agreements, usage-based
service contracts. Contract templates, contract change processes, mass
changes, contract renewal process
Service Contracts &
Agreements
Service Contracts, Quantity/Value
Contracts, Planned Services, Service
Contract Quotations, Service-Level
Agreements
Installation &
Maintenance
Installed Base Maintenance, Equipment
Replication ERP-CRM, Counter and
Readings.
Bi-directional Equipment replication with SAP ERP, Counter Readings in
Installed Bases, Object Fact Sheet. Functional location download, bill of
material replication
Customer Service &
Support
Service Order Management, Service
Confirmations, Complaints
Management.
Multi-level categorization. Tool item support for service order. IT service
management scenario, including service request, change and problem
management, knowledge articles
Field Service
Management
Mobile Service for Laptop and
Handheld, Resource Planning
Application.
New portal role resource planner, Web-based application, Mobile Service
enhancements. Van stock management, enhanced resources planning
application. Resource planning and usability enhancements
Returns & Depot Repair
In-House Repair
Quality notification, reverse logistics. Tool item support for in-house repair
© SAP 2007 / Page 67
Service
Service
CRM 4.0
CRM 7.0
Warranty & Claims
Management
Warranty Management.
Warranty claim management offered the first time. Automated warranty
activation
Service Logistic &
Finance
Controlling and financial integration.
Serial number integration, ERP MM integration, amount allocation,
payment card support. Link to CATS timesheet, cost information from ERP
Service Collaboration
Service Interaction Center, E-Service
E-Service: enhanced complaint features. SOA enablement of most service
business objects, enhanced service channel management
Analytics
Analytics for contracts, orders,
confirmations, complaints, installed
base.
Cross-document timestamp analysis, delivered more reports
New browser based Web UI, UI configuration tool. Continuous
improvement of Web UI framework
Optimization
Case Management
© SAP 2007 / Page 68
Case Management
Action functionality (PPF) integration, creation of Service orders from within
the case, enhanced process control. New industry scenario: investigative
case management for public service industry
Web Channel
CRM 4.0
Web Channel
CRM 7.0
SAP CRM provides Web shop templates for different
industries and business models that can be easily
tailored to meet each company’s specific branding and
business process needs. With SAP CRM, companies
can support business-to-consumer (B2C) selling as
well as meet the different requirements of professional
and occasional users within business-to-business
(B2B) selling scenarios.
The E-Marketing capabilities of SAP CRM support
demand generation and customer loyalty processes via
the Internet. Customers’ Web experiences are
personalized to provide the most relevant and
convenient online experience and information –
enabling companies to generate more revenue through
the Web selling channel
B2C E-commerce is now available without using HTML
frames. Enhanced display of results. Block view in
product catalog and list view in B2C, new design for
B2C catalog, stronger virtualization of currently viewed
catalog areas. Redesigned product details page
Loyalty Management
not available
Loyalty Management
E-Commerce
The E-Commerce capabilities of SAP CRM enable the
complete sales process to run on the Internet.
Organizations can provide customers with
personalized, interactive, and easy-to-use sales and
self-services via the Web and streamline sales and
fulfillment operations to enable an end-to-end order-tocash process. With E-Commerce, companies can
support business-to-business or business-to-consumer
selling scenarios, while significantly reducing their cost
of sales.
Added support for apparel and footwear solution,
support for apparel and BOM explosion and business
partner hierarchies, credit card support for B2B ,
multiple order types, newsletter subscription support,
store locator, auctioning via web shop, selling via eBay.
Web channel manager role in CRM Web client UI,
support for service provider products in the product
catalog shopping basket. Integration with ERP order
management in CRM E-Commerce
User Interface
E-Marketing
© SAP 2007 / Page 69
Enhanced campaign integration with campaign ID
support throughout the shopping process. Web crawler
enablement, administered links. Web based product
catalog maintenance, catalog staging, multiple
campaign handling in B2B, campaign enrollment.
Provisioning of enterprise services for product catalog
authoring, provisioning of web services for published
product catalog, product catalog integration with CRM
Web Client UI
Web Channel
Web Channel
User Management
CRM 4.0
SAP CRM provides customers with self-service
capabilities for account review and maintenance. With
SAP CRM, customers can register for a user account,
update their personal account information, and monitor
their account history online.
CRM 7.0
Added super concept to SAP E-Commerce for SAP
ERP. Authorization roles drive available functionality
in Web Shop. Verification word for call center mode
Self-registration - Customers can register themselves
User Administration - Online customers are able to
update their personal information, preferences, and
passwords.
E-Analytics
E-Analytics enables organizations to capture customer
actions in order to determine how customers are using
the web shop. Integrating this information with standard
sales reporting provides a full picture of customer buying
patterns, even if they don’t result in an actual sale.
Direct upload of web event capture data to BI
E-Service
With the E-Service capabilities of SAP CRM,
organizations provide customers with intuitive self-service
and the ability to initiate service processes. Companies
can provide enterprise knowledge and information
directly to their customers, enabling them to; check order
status, obtain order tracking information, manage their
account and payments, and research and resolve their
own product problems - without involving a service
representative. Additionally, SAP CRM offers an intuitive
channel for customers to perform service tasks like
request a service visit, log a complaint and register a
product. Service departments can easily serve their
customer base with fewer agents, improving both their
efficiency and profitability.
Extended complaints and returns. Interaction center
mode for B2C, return requests created by the
customer can be approved or rejected automatically
and manually. Scrapping confirmation
© SAP 2007 / Page 70
Interaction Center
Interaction
Center
CRM 4.0
CRM 7.0
Agent Desktop
Basic agent productivity tools such
as Action Box, Worklist, Scripting,
Alerts, Broadcast Messaging
IC WinClient
SAP GUI based Interaction Center
offering
IC WebClient
Browser-based thin-client Interaction ABAP-only stack eliminates need for J2EE server; standard ABAP
Center offering
configuration tables replace all XML configuration. Enhanced tools for
CRM web client UI configuration tool, design layer, support for pop-up
dialog boxes for contract determination, partner determination.
Support for client switch and multi-backend scenarios
Integration of telephone, email, web Option to use SAPphone instead of Integrated Communication
chat
Interface (ICI) for telephony, support for simple CTI, presence
information for call transfers to another agent, support for DTMF tones,
out of box integration with SAP BCM. Integration of CEBP, chat edition
enhancements
Rule-based handling of incoming e-mails and web forms including
auto-acknowledge, auto-respond, auto-prepare, automatic escalation,
automatic routing, automatic deletion, automatic creation of interaction
records, etc. Support for agent signatures in mail forms, introduction of
ERM push
rule-driven alerts, scripts, navigation, and other actions, enhanced
search capabilities for IDI policies, trigger automated outbound emails
via IDI, navigate to specific business objects via alerts & launch
transaction via IDI
Campaign execution and lead
IC Lead screen with built-in Survey integration, integration with RTOM,
qualification
integration of CRM mktg professional screen and transactions in IC
Multi-Channel Communications
E-Mail Response Management
System ERMS)
Intent-Driven Interactions
Marketing
Sales
© SAP 2007 / Page 71
Opportunity management and
inbound/outbound telesales
Usability improvements to Interactive Scripting, cases and HR work
items in Agent Inbox, ability to use custom indexes for business
transactions search, account identification enhancement, introduction
of alert editor. Support integration fro non-IC business transactions,
support for confirmation of multiple business partners, configurable
toolbar and context area, agent inbox enhancements
Introduction of full-screen toggle, ERMS, client switch, cross-client
inbox, Agent Inbox enhancements,
Introduction of IC Sales Ticket (fast order entry) , introduction of ICbased ERP Sales Order, support for multiple payment cards, support
for late account identification process, integration of CRM sales
professional screens and transactions into IC
Interaction Center
Interaction
Center
CRM 4.0
Customer Service
Information help desk, customer service and
support, complaint management, case
management
IC Manager Portal
Enterprise Portal based collection of tools for
contact center managers including: manager
dashboard, workflow modeler, real-time
monitoring, and analytics
IC Manager Business Role
IC Analytics
Interaction statistics, interactive scripting
evaluation, workforce management, sales
performance analysis, service performance
analysis
Employee Interaction Center
Accounting Interaction Center
IT Help Desk / IT Service Desk
© SAP 2007 / Page 72
Workforce Management
Forecasting, planning, scheduling
CRM 7.0
Introduction of Installed Base (iObject), Service Level
Agreements (SLAs), Business Context, Routing/Dispatching,
etc., support for use of pop-up dialog boxes for transaction
type selection, contract determination, service org unit
determination, partner determination. Integration of CRM
service professional screens and transactions into IC, ability
to use multiple category schemas in new incident/service
request transactions
E-mail status reports, business transaction assingment tool,
enhanced Manager Dashboard personalization, improved
Interactive Script Editor and reporting
Introduction of IC manager role inside the CRM Web client
and elimination if requirement to use SAP
NetWeaver/Enterprise Portal, improvements to category
modeler including configurable category labels
Blended analytics, ERMS analytics, Service Ticket analytics,
Solution Database (SDB) usage reports, etc., internet-driven
interaction reporting. Introduction of OLTP-based CRM
interactive reporting, integration with Business Objects
Employee search, HR work items in Agent Inbox, integration
to HCM work processes, enhanced identification handling of
communication partner and related partners in EIC scenarios
New scenario for handling accounts receivable/payable
including creation of and search of vendor and invoices
Introduction of Service Ticket transaction with multi-level
categorization. Support for use of pop-up dialog boxes for
transaction type selection, contract determination, service org
determination, partner determination, new business role for
IT service desk added based on ITIL best practices,
introduction of incident/service request, problem, request for
change, introduction of knowledge article
IC WFM tool discontinued and removed from price list.
Partner Channel Management
Partner Channel
Management
CRM 4.0
CRM 7.0
Partner Management
Manage channel partner relationships
throughout the partner lifecycle.
Understand who partners are, what
they sell, where they sell, and to
whom they sell. Plan and analyze
channel business and prepare
partners to sell products and
complementary services.
Channel Marketing
Drive demand for products through
Campaign management: campaign preparation, campaign Information for
channel partners. Provide relevant
partners, target group processing by partners, campaign execution and
information, consistent branding, and monitoring. Lead distribution. Market development funds
incentives to channel partners.
Motivate partners to sell your products
and services over the products and
services of competitors. Enable
collaborative marketing and demand
generation with your partners.
© SAP 2007 / Page 73
Partner lifecycle management, including partner profiling, partner
registration, partner monitoring, partner planning & forecasting, including
sales funnel analysis in channel management, sales pipeline analysis in
channel management, pre-sales effort analysis in channel management,
partner training & certification. Partner management role
Partner Channel Management
Partner Channel
Management
CRM 4.0
CRM 7.0
Channel Sales
Enable partners to sell more of your products,
more effectively.
Give partners the same knowledge, tools and
expert advice as your own sales force. Gain
insight into demand across all selling channels
and more accurately forecast future business.
Accounts & contacts, opportunity management, quotation &
order management. Partner employee role
Partner Order Management
Incorporate partners in your E-Commerce
strategy and enable collaborative selling across
organizational boundaries.
Provide channel partners with an E-Commerce
platform to sell to end customers.
Collaborative showroom, partner locator
Channel Service
Ensure consistent and timely service to end
customers by delivering service and problem
resolution capabilities to partners.
Provide partners with the tools and expertise to
manage ongoing service relationships with
customers.
Complaints and returns. Enable partners to receive, update and
confirm service orders via email using Adobe interactive forms,
end-to-end channel service management
© SAP 2007 / Page 74
Additional Slides
© SAP 2007 / Page 75
SAP CRM Marketing Business Review
Executive Summary II
“
Loyalty Management
Real-Time Offer Management
Based on solid functionality in the area of:

Program Management
Make the right offer at the right time

Reward Rule Management

Membership Handling

Processing Engine
High Volume Segmentation

What?

Who?

When?

Where?
Campaign Automation
Why Upgrade to SAP CRM 7.0 Marketing?
 Marketing
scenario planning &
Optimization
 High volume segmentation & deduplication checking
 Manage & import external lists
 Campaign Automation
 Couponing
 Trade promotion management
 Real-time Offer management
 Loyalty management
 Real-time Interactive Reporting
 New Web 2.0 User Interface
Sales capabilities of SAP CRM
The Sales capabilities of SAP CRM boost
effectiveness and efficiency in sales organizations
SAP provides innovative tools which
help sales reps and sales managers sell more!
Sales Managers
Sales Reps
Sales Operations
”Shift the quota bell curve”,
provide reliable planning
and forecasts and measure
your success effectively
Easily identify how much
you can sell to whom, and
be more productive by
making your network work
Optimize your sales
territories and sales
compensation, provide
powerful forms and reports
Forms
SAP CRM Sales Business Review
Pipeline Performance Mgmt
Dashboards
Mobility
Ease of Use
Why Upgrade to SAP CRM 7.0 Sales?
 Pipeline
performance management
 Authorizations based on territory
assignment
 Email integration, visit planning, activity
scheduling, simplified activity processing.
 Groupware Integration to Outlook & Lotus
Notes
 Fast entry product configuration
 Product
proposals in quotes and orders
 Quick Searches and Create
 Blackberry and iPhone Handheld
Solutions
 Real-time
 New
Interactive Reporting
Web 2.0 User Interface
Service capabilities in SAP CRM
SAP CRM Service reduces cost of service while increasing customer
satisfaction
It does this by providing a solution and platform that enable management
and execution of the end-to-end service process.
Support Rep
Customers
Field Technicians
Everything needed to
serve customers on a
single screen
Find information and
communicate with support
agents
Equip to finish the job in
one visit, achieving SLA
and satisfying customers
SAP CRM Service Business Review
Package Quotations
IT Service Management
Service
Request &
Incident
Management
Problem
Management
Service Level
Management
Knowledge
Management
Billing and
Cost
Allocation
Change
Management
3rd Party
Tools
IBase and Object
Management
Service Desk
Resource
Management
SAP
Solution
Manage
r
SAP CRM 7.0
Enterprise Asset
Management
Supply &
Procurement
Management
Human Capitan
Management
Financial
Management
Reporting and
Analytics
Resource and
Portfolio
Management
SAP ERP
Mobility
Warranty Claims
Why Upgrade to SAP CRM 7.0 Service?
 Ability
to sell product bundles made up of
products and services
 Usage Based Billing Contracts
 Multi-level categorization of Service
Requests
 Field Service Resource Planning & Truck
Stock Management
 Warranty claim management
 Quality notification, reverse logistics for inhouse repair & complaint management
 Adobe Interactive Form Integration
 Mobile Handheld Service
 Real-time Interactive Reporting
 New Web 2.0 User Interface
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Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
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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,
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CRM 4.0 - SAP Support Portal

Transcription

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