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Introduction to mySAP CRM

mySAP CRM Overview


Case Study
Why choose mySAP CRM?

Speaker: Louisa Morassutti


Duration:
Section 1: 15 minutes
Section 2: 10 minutes
Section 3: 10 minutes

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Course Agenda

Topics:

Topics:

1.

Introduction to mySAP CRM

5.

mySAP CRM E-Commerce

2.

Foundation & Architecture

6.

3.

mySAP CRM Analytics

mySAP CRM Channel


Management

4.

mySAP CRM Marketing

7.

mySAP CRM Sales

8.

mySAP CRM Interaction Center

Topics:
9.

mySAP CRM Service

10. mySAP CRM Field Applications


11. mySAP CRM for Industries
12. mySAP CRM Implementation & Operation
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Introduction to mySAP CRM: Unit Objectives

At the conclusion of this unit, you will be able to:


Explain how mySAP CRM fits into the enterprise ecosystem
with mySAP Business Suite
Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries
Name the advantages mySAP CRM offers to address
challenges faced by customers

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Introduction to mySAP CRM: Business Scenario

Competitive markets, demanding customers and the need to


optimize internal processes put companies under great
pressure. They are now looking for a software solution which
provides seamless end-to-end integration, offers the
functionality required by their industry and can be flexibly
deployed.

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What is CRM?

Customer Relationship Management (CRM)


is a business strategy aimed at optimizing
customer-facing activities for the greatest impact on
business success

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mySAP CRM as Part of the mySAP Business Suite


mySAP Business Suite and the Enterprise Ecosystem
Product &
Services
Customer

Purchase Order
Management

mySAP
SRM

Sales Order &


Delivery Management

Maintenance & Quality

mySAP ERP
Financials
Human Resources
Corporate Services
Operations

mySAP
CRM

Inventory & Production

Supply
Chain
Partner

mySAP SCM

Multichannel

mySAP PLM

SAP NetWeaver
Partner
Operations &
Administration

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Departments of an Enterprise Driving


Customer Interactions
Which departments of an enterprise
are involved in
customer-facing activities?

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Customer Related Activities in Marketing


Key Processes
Campaign Management
Customer Segmentation
Lead Management
E-Marketing
Trade Promotion Management
(TPM)
Marketing Planning and
Analytics

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Customer Related Activities in Sales


Key Processes
Sales Order Management,
Quotations and Contracts
Account and Contact
Management
Opportunity and Pipeline
Management
Task and Activity Management
Incentives and Commissions
Management
Leasing
Sales Planning and Analytics

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Customer Related Activities in Service


Key Processes
Service Request, Service Order
and Contract Management
Complaint Management
Case Management
Installed Base Management
Knowledge Management
Workflow and Escalation
Management
Workforce Management
Professional Services
Service Planning and Analytics

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Customer Interaction Channels

Which channels
does an enterprise use to interact with
customers?

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Customer Interaction Channels

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Deep Industry Processes go Beyond


Data and Presentation Layers
Why is it important to consider
industry-specific requirements?

Business
Partner

What do I

sell or service?

How do I

sell or service?

Citizen in Public Sector

Physicians in
Pharmaceuticals

Stores in Retail

Retailer and Consumer in


Consumer Products

Materials and Sets in


Consumer Products

Orders in Consumer
Products

Vehicles in Automotive

Cases in Public Sector

Consultants in
Professional Services

Contracts in Utilities

Product
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Business
Processes

Key Industry Processes within mySAP CRM


Manufacturing Industries

Service Industries

Customer and Vehicle Relationship


Management (Automotive)

Professional Services

Trade Promotion Management


(Consumer Products)

Intellectual Property
Management,
Campaign Management for
Advertising and Subscriptions

(Service Providers)

Channel Sales Management


(High Tech)

(Media)

Value Based Detailing,


Contracts and Chargeback
(Pharmaceuticals)

Sales Management for


Commercial and Industrial
Customers

Sales Against Contracts


(Oil & Gas)
Asset Services Portal
(Industrial Machinery &
Components)
Lean Batch Management
(Process Industries)

(Utilities)

Case Management

INDUSTRYSPECIFIC
CRM

(Public Sector, Financial Services,


Telco)

Constituent Services
(Public Sector)

Contract Sales in Dealer Portal


(Telco)

Leasing
Customer Oriented Banking and
Insurance Services
...

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Introduction to mySAP CRM

mySAP CRM Overview


Case Study
Why choose mySAP CRM?

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Case Study of mySAP CRM Solution Overview


Analyst looks at the
sales distribution and
classifies customers

44
mySAP CRM
Marketing

Marketing manager
creates a target group
and a marketing
campaign

33
mySAP CRM
Analytics

mySAP CRM
E-Commerce

55
Customer makes
purchase in
Web shop

mySAP CRM
Field Appl.

99

mySAP
10
10
CRM
Service technician
provides solution
to customer
Solution

mySAP CRM
Service

Service rep creates service


order and assigns
appointment to service
technician
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Customer calls,
IC agent creates
complaint
88

Channel manager
creates lead, partner
creates order
mySAP
CRM
Sales

mySAP CRM
Interaction
Center

66

mySAP CRM
Channel Mgmt

77

Sales order is replicated to


SAP Enterprise and delivery takes place
Note: Numbers correspond to chapters

Introduction to mySAP CRM

mySAP CRM Overview


Case Study
Why choose mySAP CRM?

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Why choose mySAP CRM:


1. Support of Seamless End-to-End Processes

CRM Processes Across the Value Chain

Powered by NetWeaver
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Why choose mySAP CRM:


2. Best Industry-Specific Capabilities

Industry-Specific Solutions as Strategy

30 years of industry expertise


Best practices developed with largest customer base
and joint development projects with leading
organizations
Powerful organization in place across 23 industries
Largest partner ecosystem
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Why choose mySAP CRM:


3. Modular Deployment Enables Fast Return on Investment

Customers start according to their priorities,


realize fast ROI and expand solutions step-by-step
SAP Customers Quick Steps to CRM Value

mySAP CRM
@ Customer Site
Product
Proposal

Field
Sales OMS

Outbound
Telesales
Campaign
Automation

mySAP CRM Platform

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Interactive
Selling

Sample Solution Maps: CRM Enterprise

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Sample Solution Maps: mySAP CRM Sales (1)


Sales (1)
Sales Planning
and Forecasting
c
Integrated EBusiness Planning
Platform (S1)
Flexible Modeling
(S1)
Strategic Planning
(S1)
Supply Chain
Integration (S1)

Territory
Management
Market
Segmentation (S1)
Territory
Maintenance (S1)
Assignment
Scheduling (S1)
Territory/
Organizational
Mapping (S1)

Rolling Forecast
(S1)

Responsibility
Determination (S1)

Collaborative
Planning (S1)

Mobile Business
Support (S1)

Planning-Cycle
Monitoring (S1)
Performance
Reviews (S1)

Territory
Reorganization
(S1)

Sales Planning
Cockpit (S1)
Business Content
(S1)

Sales Analysis by
Territory (S1)
Interface to ThirdParty Territory
Planning Tools
(S1)

Account and
Contact
Management
Account and
Contact Person
(S1)
Search and List
(S1)
Fact Sheet (S1,
S2)
Interaction History
(S1)
Activities (S1)
Opportunities (S1)
Addresses (S1)
Relationships (S1)
Pricing (S1)
Notes (S1)
Attachments (S1)
Print Account
Overview (S1)
Email and Fax
Integration (S1)

Activity
Management
Tasks and Business
Activities (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Status and Result (S1)
Notes (S1)
Attachments (S1)

Private Activities (S1)


Groupware Integration
(S1)
Campaign Reference
(S1)
Activity Journal (S1)
Follow-Up Documents
(S1)
Action Management (S1)
Workflow Management
(S1)
Activity Monitor (S1)
Multiple Survey
Assignment (S1)
Document Flow (S1)
Active/Passive
Analysis (S1)
Success/Failure
Analysis (S1)
Customer Care Intensity
Analysis (S1)
Activities per
Organizational
Unit Analysis (S1)
Activity History
Analysis (S1)

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Opportunity
Management
c

Planned Activities
Analysis (S1)
Sales Cycle
Analysis (S1)

Opportunity
Planning (S1)
Sales Team (S1)
Competitors (S1)
Product Notes (S1)
Individual Sales
Cycle (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Product Category
(S1)
Pricing (S1)
Follow-Up
Documents (S1)
Product
Configuration (S1)
Expected Product
Value (S1)
Attachments (S1)
Competitor
Products (S1)
Multiple Survey
Assignment (S1)
Project Milestones
(S1)
Lead to Opportunity
Workflow (S1)
Status and
Reason (S1)
Buying Center
(S1)
Assessment
(Survey) (S1)
Competitor
Analyses (S1)
Sales Assistant (S1)

Quotation and
Order
c Management
Inquiries (S1)

Contract
Incentive and
Management and Commission
c
c Management
Leasing
Value Contracts (S1)

Quantity Contracts
(S1)
Releasable
Mixed Documents (S1) Products (S1)
Automatic
Automatic
Organizational Data
Organizational Data
Determination (S1)
Determination (S1)
Automatic Partner
Automatic Partner
Determination (S1)
Determination (S1)
Automatic Text
Text Management
Handling (S1)
(S1)
Status
Status
Management (S1)
Management (S1)
Pricing (S1)
Pricing (S1)
Attachments (S1)
Attachments (S1)
Incompletion
Credit Management
Check (S1)
and Credit Check
Credit Management
(S1, S2)
and Credit Check
Payment Card
(S1, S2)
Processing (S1,
Payment Card
S2)
Processing (S1,
Workflow
S2)
Management (S1)
Workflow
Automated FollowManagement (S1)
Up Processes (S1)
Automated FollowOutput
Up Processes (S1)
Determination (S1)
Document Flow (S1)
Pricing and
Product
Product Listing/
Configuration (S1)
Exclusion (S1)
Document Flow
Product
(S1)
Determination (S1)
Product
Date Management
Configuration (S1)
(S1)
Batch Processing
Authorized
(S1, S4)
Partners (S1, S2)
Sales Document
Monetary Value in
with Structured
Quantity Contracts
Products (S1)
(S1)
Quotations (S1)
Sales Orders (S1)

Incentive Plan
Modeling (S31)
Configuration
Templates (S31)
Roll Up Hierarchies
/Indirect Participants
(S31)
Contracts and
Agreements
Handling (S31)
Individual Plans (S31)
Segment
Management (S31)
Participant
Determination (S31)
Transaction
Valuation (S31)
Commission
Remuneration (S31)
Incentive (Bonus)
Remuneration (S31)
Quota Attainment
Calculation (S31)
Results
Adjustments (S31)
Posting and
Settlement (S31,
S11, S9)
Commission
Simulation (S31)
Commission
Status
Management
(S31, S13, S137,
S99)

Sample Solution Maps: mySAP CRM Sales (2)


Sales (2-continued)
Sales Planning and
Forecasting

Territory
Management

Account and
Contact
Management

Activity
Management

Opportunity
Management
c

Quotation and Order


Management
c

Project Goals
Definition (S1)

Output
Determination (S1)

Sales Project
Management (S1)
Opportunity
Hierarchies (S1)
Document Flow
(S1)

Free Goods (S1)

Opportunity Plan

Fulfillment Systems
Synchronization (S1, S2)
Availability Check
(S1, S2, S4)
Sourcing (S1)

Release Order Processing (S1)


Cancellation Handling (S1)
Contract Completion (S1)
Collaborative Contract Negotiation (S1)
Fulfillment Systems Synchronization
(S1, S2)
Open Sales Contract Analysis (S1)

Opportunity
Pipeline Analysis
(S1)

Minimum Order Quantity


Check (S1)
Delivery Groups (S1)
Follow-Up Order (S1)

Analysis of Products in Contracts (S1)

Win/Loss Analysis
(S1)

Quotation Notification (S1)

Top Five Contracts (S1)

Alternative Items (S1)

Completed Sales Contract Analysis (S1)

Validity Period (S1)

Canceled Sales Contract Analysis (S1)

Quotation Item Rejection (S1)

Pricing (Leasing) (S1)

Success Rate per


Product (S1)

Financial Simulation (Leasing) (S1)

Expected Sales
Volume Analysis
(S1)
Forecast
Reliability Analysis
(S1)
Opportunities
Results Analysis
(S1)

Sales Probability (S1)


Quotation Tracking
Analysis (S1)
Quotation Success Rate
Analysis (S1)
Top Five
Quotations (S1)
Incoming Sales Order
Analysis (S1)
Plan/Actual
Comparison (S1)
Best-Selling
Products (S1)

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Incentive and

Contract Management
Commission
and Leasing
c
c Management

Financial Mathematic Calculation


(Leasing) (S1)

Residual Value Calculation (Leasing) (S1)


Tax Handling (Leasing) (S1, S2)
Periodic Billing (Leasing) (S1, S11)
Offer and Contract Creation (Leasing) (S1)
Outline Agreements (Leasing) (S1)
Status Management (Leasing) (S1)
Partner and Organizational
Data Determination (Leasing) (S1)
Quotation to Contract Conversion
(Leasing) (S1)
Floating and Index Rate
Adjustment (Leasing) (S1)

CRM Content Supports Implementation

CRM Solution Manager Content 4.0

Component Views

Configuration Guides

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Introduction to mySAP CRM: Unit Summary

You are now able to:


Explain how mySAP CRM is part of the enterprise ecosystem
with mySAP Business Suite
Describe the key processes of the functional and channel
key capabilities as well as mySAP CRM for Industries
Name the advantages mySAP CRM offers to address
challenges faced by customers

SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 9