Crm-Sap - Icm PDF

MARKETING
mySAP CRM Marketing enables marketing professionals the ability to design, execute, coordinate, and monitor all
marketing initiatives.
1. Marketing Planning
Marketing Planning allows organizations to plan all marketing activities from budget planning to expected returns
and apply it to plan and optimize marketing processes. Increasing Revenue through
• Reduced time-to-market & volume

• Improved customer retention and loyalty
• Gained market share.
Market Research: Analyzes and reports on market conditions and competitive landscape using internal and external
data.
Marketing Plan Development: Coordinates and collaborates all initiatives and resources across the organization, to
ensure shortened planning and development cycles, and streamlined process with an adherence to the business process,
ultimately resulting in lowered planning costs.
Marketing Calendar: Coordinates and controls centrally all marketing plans, campaigns, promotions, initiatives, etc.,
across the organization via an interactive calendar framework.
Targets/Goals Planning: Incorporates measurable goals and targets into marketing planning to ensure organizational
focus.
Budget Planning: Uses planning economics infused into the marketing plan, from a top-down, bottom-up or middle-out
approach. Creates, approves and tracks budgets at any level.
Budget Control: Coordinates budgetary information across the enterprise, with the ability to ensure that 'planned'
budgets are synchronized with actual budgets, and that information is shared to ensure financials, ordering, accounting
and marketing are in line.
Market Opportunity Discovery: Provides full closed-loop marketing analytics and reporting, including opportunity
discovery for effective marketing initiatives.
Marketing Plan Optimization: Optimizes marketing planning through measurement and analysis of plan effectiveness.
Customer Behaviour Modelling: Allows a marketer to capitalize on sophisticated data-mining functionality for
optimized segmentation and understanding of marketing opportunities via integrated analytic capabilities.
Product and Brand Planning: Allows planning down to the product and brand level ensuring consistency, reducing
conflict, and synchronizing all marketing initiatives.
Collaborative Planning: Coordinates information and resources across the enterprise, and with partners, to ensure a
streamlined process.
Key Figure Planning: Offers flexible multi-dimensional financial planning imbedded into marketing plans and
campaigns, ensuring the greatest ROI on all initiatives.
Success/Failure Analysis: Tracks and measures all marketing initiatives in order to fine-tune future initiatives.
Marketing Brief: Provides configurable printed overview of campaign with all relevant campaign info including key
figures.
Resource Planning: Tracks and measures resource allocation for future planning.
Cost and Volume Planning: Allows product and cost level planning for optimal ROI on each marketing initiative.
Allows organizations to plan all marketing activities from budget planning to expected returns and apply the results to
plan and optimize marketing processes.
2. Customer Segmentation
Customer Segmentation allows you to create highly targeted segments at the customer, partner, organizational,
prospect, or group level without IT intervention. By dividing your market into different segments, you can provide
more personalized and therefore more attractive product and service offerings. Increasing Revenue through
• Improved customer retention and loyalty.
Target Group Optimization: Uses embedded analytical capabilities to ensure the greatest return on the target group
selected.
Data Visualization: Provides graphical visualization of data and attributes for easy and quick understanding of
information.
Multi-Data Source Access: Allows multi-data source access to systems and data across the organization, for a single
consolidated marketing view.
(Random) Sampling: Tests segmentation schemes rapidly across large databases, by running counts off smaller random
database samples. Includes random percent and discrete value sample creations.
(Random) Splitting: Splits segments randomly by percentage or discrete value for test and control segments.
Preview Lists: Allows users to view individual business partners (customers, organizations, or groups) within target
groups. Modifies information on each business partner for enhanced understanding and quality assurance.
Pre-Filtered/Personalized Attribute Lists: Customizes and pre-filters attribute lists for users, to simplify segmentation
and assure quality of segmentation.
Embedded Predictive Modelling: Optimizes segmentation via embedded analytical capabilities. Provides the ability for
a marketer to capitalize on LTV, clustering and predictive modelling during segmentation.
Dynamic Filtering: Modifies the filtering (breakout of attribute values) of attributes quickly to meet segmentation
strategy needs, and increased speed and efficiencies.
Cascading Counts: Provides graphical cascading count breakouts, for iterative understanding of the effect of each level
of segmentation performed.
Quick Counts: Runs counts rapidly off multiple data sources and off sample sets for quick understanding, and rapid
segmentation for initiatives.
Segment Reduplication: Ensures mutual exclusivity between segments.
Suppression Filters: Applies standard exclusions to target groups and segmentation through pre-filtered attribute lists or
during the segmentation process.
Time-Dependent Selection: Creates segments based on dates.
Clustering: Groups like customers into a segment. Forms groupings by a modelling technique that determines likely
groupings.
Multiple-Level Selection: Creates segments by dividing the segment into smaller segments based on criteria.
Interface to Third-Party Selection Tools: Uses other selection tools when creating a target group.
Data Mining: Predicts, profiles, and identifies opportunities via embedded modelling capabilities.
Decision Trees: Uses a data mining technique to determine the optimal outcome.
Customer Profitability Analysis: Allows users to understand the profit contribution of each customer in the customer
base.
Individual Customer Base: Provides customized data-views for each user to ensure users can only see and access data
and business partners that are relevant to them.
ABC Analysis: Groups like customers into a segment, e.g., grouping customers into different categories based on their
profitability score or retention score. Allows users to create highly targeted segments at the customer, partner,
organizational, prospect, or group level without IT intervention. Divides the market into different segments to provide
more personalized and therefore more attractive product and service offerings.
Individual/Group/Organization-Based Segmentation: Segments the customer database based on individuals, groups,

e.g., households, or organizations for use in marketing activities.
3. Campaign Management
Campaign management creates targeted, personalized campaigns across all communication channels, including direct
sales, call centres, mail, email, fax, Internet, and mobile devices. They can also monitor enterprise-wide profitability at
the program, product, customer, and partner levels. Increasing Revenue through
• Development of new markets

• Improved sales lead generation and process
• Gained market share
• Efficient campaign planning and management.
Campaign Planning: Coordinates and s all initiatives, to ensure shortened planning and development cycles, and
streamlined process with an adherence to the Business Process.
Graphical Campaign Modelling: Creates marketing campaigns using a visual tool for easier design of complex
campaigns. .
Campaign Optimization: Provides imbedded analytics and data-mining capabilities for better campaign segmentation
and increased ROI.
Campaign Simulation: Utilizes campaign simulation to understand campaign ROI and effectiveness prior to campaign
execution.
Customer Segmentation: Defines the target group for campaigns.
Marketing Calendar: Provides an interactive calendar framework for centrally coordinating and controlling all
marketing plans, campaigns, promotions, initiatives, etc., across the organization.
Product Allocations: Allows users to strategically allocate products across regions, stores, etc., for planning and
simulation purposes.
Campaign-Specific Pricing: Monitors campaign-specific pricing for products associated with a campaign, with the
ability to apply percent or discrete value discounts. Captures this information in R/3 and applies it during the ordering
process.
Marketing Brief: Gives a configurable printed overview of campaign with all relevant campaign info including key
figures.
Volume Planning: Ensures that the expected campaign results will not exceed volume.
Multichannel Campaign Execution: Plans, designs and executes coordinated, multi-channel (web, e-mail, sms, fax, call
centre, letters, face-to-face, mobile, and third party) campaigns.
Multiwave Campaign Execution: Plans, designs and executes multi-step campaigns to include follow-up steps based on
campaign design.
Event-Triggered Campaign Execution: Utilizes changes in behaviour or information to 'trigger' campaign execution.
Real-Time Response Tracking: Allows users to understand campaign effectiveness in real-time, based on real-time
response tracking capabilities.
Cost/Financial Reporting: Provides closed loop budgetary and financial reporting capabilities, and integrates with
financials to measure planned versus actual.
Personalized (e)mails: Creates personalized communication pieces, like email templates (HTML, Text, and multi-
mime) and call scripts, based on customer profiles.
Call Lists: Generates targeted call lists for the interaction centre.
Campaign ROI: Reports the true ROI of a campaign by tracking budget versus actuals. Associates direct costs and
indirect costs with all marketing initiatives.
Campaign Outsourcing: Creates lists and other marketing components and sends them to outside agencies such as
direct mail houses, agencies or call centres.
Support of B2B, B2C, and B2B2C Scenarios: Targets multiple levels including customers, organizations, groups, etc.,
including B2B (Business-to-Business), B2C (Business-to-Consumer), and B2B2C (Business-to-Business-to-Consumer,
indirect channel).
Interactive Scripting: Enables agents in an Interaction Centre environment to ask questions and branch to the next
appropriate question.
Target Group Analysis: Analyzes for better understanding of customer segmentation, audience definitions, and
campaign targeting, to determine effectiveness.
Campaign Response Analysis: Provides full closed loop reporting and analysis including response tracking and analysis
to ensure the greatest ROI on future campaigns.
Marketing Development Funds: Enables brand owners to budget and manage channel marketing funds (including MDF
and co-op funds). Allow partners to request funds and make fund claims online.
Success/Failure Analysis: Tracks and measures all marketing initiatives in order to fine tune future initiatives. Enables
marketing professionals the ability to design, execute, coordinate, and monitor all marketing initiatives. Creates
targeted, personalized campaigns across all communication channels, including direct sales, call centres, mail, email,
fax, Internet, and mobile devices. Monitors enterprise-wide profitability at the program, product, customer, and partner
levels.
4. Trade Promotion Management (TPM)
Trade Promotion Management (TPM) allows consumer product companies to manage the five-step TPM process in
a closed-loop, fully integrated manner. Such capabilities enable company personnel to make more intelligent decisions,
develop more effective programming, more accurately pay retailers, and monitor performance to ensure that actual
performance matches objectives. The following business goals and objectives can be achieved through the
implementation of these processes:
• Improving Customer Service (Collaborate with business partners, Strengthen partnerships and account
management, Improved quality and accuracy)
• Increasing Revenue (Develop new markets, Maximize profitability by customer, Improve retention of sales
personnel, Improve customer retention and loyalty, Gain market share, Efficient campaign planning and
management, Extend market share)
• Lowering Working Capital (Improve collections / reduce receivables, Improve cash management / minimize
borrowing, Efficient promotion planning and trade spending)
• Reducing Operating Costs (Reduce administration / improve business processes, Re-deploy labour to higher
value-added activities)
Budgeting: Plans and budgets on a project basis. Compares spending on trade promotions to sales volume? Subtracts
spending from every planned, active, and completed event from the available funds. Provides a clear, accurate view of
the budget, so that corrective action can be taken before overspending or under spending occurs. Analyzes the
incremental profitability of promotions.
Design and Planning: Tracks the design and planning phase using a model and calendar tool (complete promotion
calendar). Ensures trade promotion expenditures do not result in high levels of retailer subsidization -encouraging
excessive forward buys which shift volume between periods without significantly increasing overall consumption.
Maximizes promotion effectiveness by establishing a disciplined annual trade promotion planning process.
Multiple Models: Uses multiple models to monitor modelling promotions, e.g., "Buy One - Get One Free." Allows
users to determine which trade promotions generate more shipment volume, incremental consumption, and
profitability.
Scenarios and Simulation: Compares different promotion scenarios per customer, and across customers (customer
groups), including creation of pricing conditions, promoted items "volume" forecast, promoted items "trade spend"
commitments, non-promoted products volume forecast, and promotion proposal. Determines whether trade promotions
are driving consumer purchases or functioning as a cost of doing business in an attempt to hold retail distribution.
Promotion Management: Provides detailed project management and multiple settlement. Includes many different
elements that are linked together. Keeps the sales representative abreast of developments such as marketing campaigns,
sales actions, product launches, and product campaigns.
Performance Analysis: Allows flexible aggregation, follow-up tracking, and cross-customer campaign monitoring.
Evaluates past promotion events and incorporates that information into the planning of future promotions. Allows users
to reach targeted hot price points at retail and determine if deeper deal discounts generate greater volume. Tracks how
trade promotion impacts profitability in major accounts. Allows consumer product companies to manage the five-step
TPM process in a closed-loop, fully integrated manner. Enables company personnel to make more intelligent decisions,
develop more effective programming, more accurately pay retailers, and monitor performance to ensure that actual
performance matches objectives.
5. Lead Management
Lead Management is designed to automate the initial pre-sales process, freeing up your sales department to focus on
the most valuable prospects and opportunities.
• Increasing Revenue through improved sales lead generation and process.
Multiple Interaction Channels: Manages leads via all interaction channels as well as with partners.
Automated Qualification: Qualifies leads automatically based on survey results.
Lead Dispatching: Routes leads or lead bundles to the appropriate/responsible person internally or externally.
External List Management: Incorporates external marketing lists of leads or prospects easily into the marketing process.
Web-Based Lead Generation: Generates leads with customer self-service interactions via the web.
Lead Partner Management: Allows collaboration of leads and lead process with channel partners including the ability to
measure the effectiveness of leads sent to partners.
Mass Generation: Provides the ability to generate leads from within marketing campaigns for maximum effectiveness.
Lead Surveys: Generates and qualifies leads automatically from surveys that can be utilized on the Web or Interaction
Centre.
Automatic Lead Qualification: Qualifies leads automatically based on survey results for greater efficiencies.
Automatic Generation of Follow-Up Activities: Utilizes rules to determine follow-up activities.
Rule-Based Lead Distribution: Utilizes rules for lead distribution and routing.
External List Management Analysis: Tracks and analyzes closed-loop list management including Data Package Sales
Success Analysis, Contact Success Analysis, Address Quality Analysis, Channel Success Analysis, Duplicate Analysis,
etc.
(Personalized) Lead Management Analysis: Analyzes closed-loop lead management including Channel Analysis,
Efficiency Reporting, Historical Analysis, Lost Leads, and Pipeline and Funnel Analysis. Automates the initial pre-
sales process, freeing up the sales department to focus on the most valuable prospects and opportunities.
6. Personalization
Personalization enables the right product and offer to be presented to the right person. Cross-sell and up sell
capabilities are available to ensure that the most value can be derived from each and every customer interaction.
• Improving Customer Service - Personalized customer interaction.
Dynamic Cross Selling: Makes intelligent product recommendations based on rules that are either manual or use CRM
Analytics.
Top Seller Lists: Offers additional product recommendations based on customer characteristics and product purchasing
information.
Data Mining: Optimizes product recommendations on analytical data-mining results.
Personalized Product Recommendations: Provides personalized product recommendations based on customer profile.
Cross Selling: Presents personalized cross-sell product recommendations based on product details and customer profile
information to increase the shopping basket with products that 'go with' other products purchased, i.e., if person buys
shirt, present ties that might go with the shirt, etc.
Up Selling: Presents personalized up-sell product recommendations based on product details and customer profile
information. Persuades a business partner to purchase a more expensive (or more valuable to the company) product
based on products being looked at, i.e., if a person is interested in the Notebook 15 for $1,000, present the Notebook 17
at $1,500.
Down Selling: Presents personalized down-sell product recommendations based on product details and customer
profile information.
Prefiltered/Personalized Attribute Lists: Customizes and pre-filters attribute lists for users, to simplify segmentation
and assure quality of segmentation.
Personalized Web Offers: Presents personalized products/offers to business partners based on product information and
customer/BP profile.
Business Cockpit: Maintains personalization rules via an easy to use web interface that is targeted to business users.
Dynamic Personalization: Enables companies to personalize customers’ web experiences and content based on pre-
defined rules and customer segments.
Personalized Mails: Personalizes communication content (paragraphs, text, images, etc.) based on conditional content
for each business partner.
Association Analysis: Analytics used to determine like customers and like products that may be purchased.
SALES
Sales enables sales organizations to accurately plan and forecast sales activities, rapidly analyze the sales pipeline,
effectively manage tasks, target cross-selling and up-selling opportunities, and promote collaboration in a team-selling
environment.
1. Sales Planning and Forecasting
Sales Planning and Forecasting provides real-time graphical analysis and reporting of all planning and forecasting
information. These critical features paint a complete picture of estimated revenues and product quantities over time,
ensuring accurate plans and forecasts.
The following business goals and objectives can be achieved through the implementation of these processes:
• Improving Customer Service - Improve forecast accuracy
Integrated E-Business Planning Platform
Speeds up planning cycles and provides prompt reactions to market dynamics with an integrated e-business planning
platform. Implements combined marketing, sales, and service planning that revolves around acquiring and retaining the
right customers, while increasing the profitability of existing customers.
Flexible Modelling:
Offers flexibility to handle complex and fast changing businesses that cope with more dynamic markets.
Strategic Planning:
Communicates transparent strategies across the entire enterprise. Translates company targets into concrete concerted
marketing, sales, and service strategies. Links objectives with the annual budget.
Supply Chain Integration:
Ensures forecast accuracy, which is critical to manage global business. Provides a market-driven plan that can be
integrated with the capacity-driven production plan in the supply chain.
Rolling Forecast:
Shifts planning away from instantaneous and retrospective budgeting tasks toward a rolling and continuous predictive
modelling.
Collaborative Planning:
Integrates web-based collaborative planning with portal technology. Allow several parties to take part in the planning
process.
Planning-Cycle Monitoring:
Provides a status and tracking feature for planning cycles, which are becoming shorter and involve more people.
Performance Reviews:
Conducts performance reviews with feedback and adjusting strategies where necessary. Monitors the performance with
plan/actual comparisons as part of the analysis.
Sales Planning Cockpit:
Integrates reporting seamlessly with planning functionality.
Business Content:
Offers prefabricated business content and ready-to-run planning scenarios. Provides real-time graphical analysis and
reporting of all planning and forecasting information. Paints a complete picture of estimated revenues and product
quantities over time, ensuring accurate plans and forecasts.
2. Territory Management
Territory Management enables you to structure and organize your market by dividing it into territories according to
criteria of your choice (such as size, distance, revenue, products, number of visits). With Territory Management you
can:
Define territories
• Create a territory hierarchy
• Allocate employees to the territories using Organizational Management
• Plan sales targets based on territories
• Automatically determine territories within sales processes
• Analyze sales success by territories
• Increasing Revenue - Improve sales lead generation and process
• Reducing Operating Costs - Reduce travel related expense
Market Segmentation:
Segments the market into territories.
Territory Maintenance:
Creates, changes, and deletes territories and their hierarchies.
Assignment Scheduling:
Monitors the time-dependent assignment of employees and business partners to territories.
Territory/Organizational Mapping:
Integrates territory management into organizational management completely.
Responsibility Determination:
Determines territories in business transactions, such as sales orders or activities, depending on employee, automatically.
Mobile Business Support:
Determines subscriptions for notebook users based on territory assignment automatically.
Territory Reorganization:
Reorganizes territories for future planning via time-dependent territory structures.
Sales Analysis by Territory:
Provides a complete picture of the sales business by territory.
Interface to Third-Party Territory Planning Tools:
Imports and exports territory and assignment information to other systems. Structures and organizes the market by
dividing it into territories according to criteria of choice (such as size, distance, revenue, products, or number of visits).
Defines territories and creates a territory hierarchy. Allocates employees to the territories using Organizational
Management. Plans sales targets based on territories. Determines territories within sales processes automatically.
Analyzes sales success by territories.
3. Account and Contact Management
Account and Contact Management enables companies to provide a 360° view on customers and prospects. It helps to
capture, monitor, and track all critical information such as detailed profiles, full interaction history, and an overview of
critical relationships. The following business goals and objectives can be achieved through the implementation of these
processes:
• Improving Customer Service

• Strengthen partnerships and account management
Account and Contact Person:
Maintains account and contact person information including address, communication data, activities, opportunities,
relationships, business hours (calling, visiting, and goods receiving hours), marketing attributes, conditions, etc.
Search and List:
Search and list accounts and contact persons by using quick search capabilities such as account name, city, or search
term, or by using advanced search by account address, contact person, and employees. Allows users to 'My Accounts'
based on employee responsibility, or 'My Favorites' based on manual assignment made by the employee.
Fact Sheet:
Provides a 360° view of an account, which includes sales, marketing, service, sales planning, logistics, and financial
information such as account sales pipeline, list of backorders, credit information, and list of campaigns running for the
account. Provides quick access to information stored in different systems such as SAP R/3, SAP CRM, and SAP BW.
Interaction History:
Lets employees see all interactions within an account, e.g., activities, lead, opportunities, quotations, sales order, sales
and service contracts, service requests, or service orders. Helps them understand the status and specific situation with
an account/contact person.
Activities:
Provides overview of all activities related to an account or a contact person. Creates and changes activities quickly for
an account selected as activity partner.
Opportunities:
Provides overview of all opportunities related to an account or a contact person. Creates and changes opportunities
quickly for an account selected as a prospect.
Addresses:
Allows an account to have multiple addresses, e.g., office or private. Maintains the address usage and details. Provides
services such as tax jurisdiction code determination, postal validation, and duplicate check via third party tool.
Relationships:
Maintains all types of relationships and partner functions for an account, e.g., contact person, partners, ship-to party,
responsible key account manager, etc. Maps real-life individual social and business networks.
Pricing:
Determines and calculates prices, taxes and discounts.
Notes:
Creates, changes, or displays notes in accounts and contact persons for personal use, or for correspondence purposes.
Attachments:
Attaches unstructured data such as documents or graphics to a transaction, which can be exchanged between the
different channels, e.g., Enterprise Sales/Field Sales.
Print Account Overview:
Allow sales employees to select the account information content and print the relevant data for their sales visits.
Email and Fax Integration:
You can compose and send emails and faxes to a contact person. They will be automatically documented in the
interaction history.
4. Activity Management
Activity Management allows sales representatives and managers to allocate resources for all tasks and business
activities so that sales professionals can monitor and manage their work efficiently.
• Reducing Operating Costs

• Reduce travel related expense
Maintains business activities, which contain data about an interaction with a business partner on a certain date, and
tasks, which contain information about anything that one or more employees need to do by a certain date.
Automatic Partner Determination:
Finds and enters the partners involved in a transaction automatically. Allows the user to manually one or more partners,
and enters the others automatically through partner determination. Uses various sources of information to make partner
determination possible including business partner master data and organizational data.
Automatic Organizational Data Determination:

Determines responsible organizational units automatically according to predefined rules.
Status and Result:
Uses current status of a document (activity) for tracking result(s) and quality analysis of activities.
Notes:
Creates, changes, or displays notes in accounts and contact persons for personal use, or for correspondence purposes.
Attachments:
Private Activities:
Flags an activity as private and not visible for other users.
Groupware Integration:
Synchronizes a CRM calendar with a groupware calendar, such as Microsoft Outlook or Lotus Notes via two-way data
exchange between Activity Management and groupware. Transfers business activities created in Activity Management
containing dates or tasks to Microsoft Outlook or Lotus Notes, and lets them appear as appointments in your groupware
calendar or tasks in your task list. Transfers any appointments or tasks created in Microsoft Outlook or Lotus Notes
back to the CRM system, for display in the calendar in Activity Management.
To fully utilize this functionality, the following products should be evaluated

mySAP Customer Relationship Management
Campaign Reference:
Assigns activities to Campaigns.
Activity Journal:
Uses activity journals to record and update information gathered from customer visits or telephone calls that may or
may not be product-related. Allows users to store information on products discussed with or samples given to
customers, or information on customer feedback. Transfers the data entered in the activity journal in field applications
to Enterprise CRM, and vice versa, allowing display and maintenance of the activity journal in both systems. Tracks
the distribution of samples, e.g., in the pharmaceuticals industry.
Follow-Up Documents:
Generates follow up documents and leads to next step in document flow processing, e.g., from activity to opportunity.
Action Management:
Creates automatic follow up actions, such as "printing".
Workflow Management:
Processes a sequence of steps automatically by the system, e.g., approving quotations or releasing quotations.
Activity Monitor:
Enables user to call up lists of all the activities that have been created in the system, according to various criteria.
Multiple Survey Assignment:

You can Assigns multiple surveys for assessment to the opportunity, both at header and item level. Customizes by
defining different criteria for the assignment, e.g., depending on organizational data, status, product, etc. You
Document Flow:
Displays interlinkages, for example, preceding and subsequent documents for a selected transaction in the form of a
list.
Active/Passive Analysis:
Analyzes activities dedicated to specific business processes.
Success/Failure Analysis:
Tracks and measures all marketing initiatives in order to fine tune future initiatives. Enables marketing professionals
the ability to design, execute, coordinate, and monitor all marketing initiatives. Creates targeted, personalized
campaigns across all communication channels, including direct sales, call centres, mail, email, fax, Internet, and mobile
devices. Monitors enterprise-wide profitability at the program, product, customer, and partner levels.
Customer Care Intensity Analysis:
Analyzes dependencies between customer satisfaction rate and activities, e.g., number of activities per customer.
Activities per Organizational Unit Analysis:
Analyzes distribution of activities per organizational unit.
Activity History Analysis:
Analyzes based on customer-specific historical activities and tasks.
Planned Activities Analysis:
Analyzes planned activities.
Sales Cycle Analysis:
Analyzes sales cycles based on the activities made during opportunities. Allows sales representatives and managers to
allocate resources for all tasks and business activities so that sales professionals can monitor and manage their work
efficiently.
5. Opportunity Management
Opportunity Management gives sales professionals a 360-degree view into a sales opportunity by providing complete
visibility into an opportunities history, milestones, progress, and key decision makers.
• Increasing Revenue
• Enable cross-sell/up-sell capability
You can now Stores planning figures directly in an opportunity, enabling detailed sales revenue planning for the
coming weeks, months, quarters, or, if appropriate, years. Creates planning figures for the complete opportunity. e.g.,
sales revenue, market share, and sales quantity, as well as for individual products, e.g., sales revenue or number of
pieces. Bases opportunity planning on SAP Strategic Enterprise Planning (SAP SEM) and is fully integrated with SAP
Business Warehouse (SAP BW).
Sales Team:
Allows for flexible definition and extension of sales teams, which should drive the opportunity.
Competitors:
Reports on competitors in the opportunity.
Product Notes:
Maintains additional information of the proposed product to the customer.
Individual Sales Cycle:
Defines and adapts customer specific sales cycles and phases for a sales cycle.
Product Category:
Allows user to enter information about several products or service products in an opportunity. Works with product
categories. Monitors functions and information at item level, that is, for each product, including item details, product
information, conditions, product and competitor information, partners, and configuration.
Pricing:
Follow-Up Documents:
Generates follow up documents and leads to next step in document flow processing, e.g., from activity to opportunity.
Product Configuration:
Compiles a product variant from many variants. Assigns values to the identifying characteristics of the underlying
standard product.
Expected Product Value:
Provides the expected value of products that the employee hopes to sell once the opportunity has been won. Contains
details about the products in the opportunity as well as their values, the net value of the opportunity and the average
value of the products.
Attachments:
Competitor Products:
Allows a sales employee to search for competitors’ products corresponding to his firm’s own products in the
opportunity, and can transfer these competitors’ products with special indicators to the opportunity. Provides an
overview of the firm’s own products and of all related competitors’ products in the opportunity for the competitor
analysis.
Multiple Survey Assignment:
Assigns multiple surveys for assessment to the opportunity, both at header and item level. Defines different criteria for
the assignment, e.g., depending on organizational data, status, product, etc.
Project Milestones:
Defines project milestones (Integration Date Management).
Lead to Opportunity Workflow:
Delivers workflow with the standard system. Generates an opportunity automatically for the responsible sales
employee when a lead is qualified as hot. Allows the sales employee to accept or reject the opportunity or forward it to
a colleague.
Status and Reason:
Evaluates the result of an opportunity (won, lost), and, depending on the result, documents and evaluates the reasons in
order to achieve a quality analysis of opportunities. . Uses the reason for status of the opportunity at header or item
level.
Buying Centre:
Creates an extensive project organization chart by identifying all roles in the decision and each person’s degree of
influence, displaying the relationship network, and storing key attributes for each individual, e.g., the opinion of your
solution and personal value proposition.
Assessment (Survey): Sales Methodology
Helps the sales employee to qualify the opportunity via an opportunity assessment questionnaire, which identifies risks
proactively. Estimates the chances of winning a sale by weighting the questions individually. Calculates the chance of
success based on the answers via my SAP CRM, which helps the sales employee make his decision.
Competitor Analyses: Sales Methodology
Records competitive information within the opportunity on header and on item level to help the sales employee define
an effective counter strategy.
Sales Assistant: Sales Methodology
Leads the sales employee through a structured sales process, and supports him in planning his sales activities. Provides
the sales employee with a checklist of recommended activities and tasks that he should execute in this phase.
Project Goals Definition: Sales Methodology
Records both the customers’ goals and the user’s goals in predefined formulas, which all employees involved in the
sales process can access.
Sales Project Management:
Carries out professional project and resource management for a sales project via cProject, a new application in CRM,
by creating and structuring projects in phases. Integrates opportunities with a project to optimize the structure of sales
projects and to assure effective project management.
Opportunity Hierarchies:
Enables opportunity hierarchies to break down huge opportunities into smaller, easier manageable parts.
Document Flow:
list.
To fully utilize this functionality, the following products should be evaluated

mySAP Customer Relationship Management
Opportunity Plan:
Sales Methodology combines all the key information about a sales opportunity. Can be printed and provides the sales
employee with an extensive overview of the current status of the project. Serves as a basis for presentations or
discussions during internal project meetings.
Opportunity Pipeline Analysis:
Provides an overview of the current status of the opportunities, displays how many opportunities are in which phase,
and what the planned closing date is. Monitors current and planned business development.
Win/Loss Analysis:
Analyzes the cause of a win or loss, and displays all the won and lost opportunities, as well as the exact reasons for the
success or failure.
Expected Sales Volume Analysis:
Enables sales managers to view the predicted sales volumes that should result from opportunities created by employees
in their sales or service organizations. Displays the sales volumes as monthly total values.
Forecast Reliability Analysis:
Provides an important basis for planning the entire sales and future product strategies. Reports how much of the
estimated sales volume has been won, and how reliable the sales volume estimations have been.
Opportunities Results Analysis:
Lists the opportunities that have been closed or completed within a certain time period. Includes the status of the
opportunity so that users can see, for example, whether the opportunity was won or stopped. Gives sales professionals a
360-degree view into a sales opportunity by providing complete visibility into an opportunities history, milestones,
progress, and key decision makers.
6. Quotations and Order Management
Quotation & Order Management provides capabilities that companies can use to create inquiries and quotations,
acquire and enter orders, configure products, determine pricing, check product availability, track and manage and bill
orders. The following business goals and objectives can be achieved through the implementation of these processes:

• Shorten proposal/quotation cycle
• Improve order fill rate
• Improve RFQ/RFP processes
• Reduce order processing costs
• Reduce transaction costs
Inquiries:
Creates and processes customer requests.
Quotations:
Creates and processes quotations.
Sales Orders:
Creates and processes orders.

Mixed Documents:
Combines inquiry, quotation and order items in one document.
Automatic Text Handling:
Determines and maintains texts on header and item level.
Status Management:
Documents the current processing state of the transaction on header and item level.
Pricing:
Attachments:
Incompletion Check:
Logs all missing data important for further processing. Defines the data needed to process subsequent functions for
each sales transaction type.
Credit Management and Credit Check:
Limits financial risks by carrying out credit checks that can influence transaction processing and setting up a workflow
connection to notify those responsible.
Payment Card Processing:
Works with payment cards, such as credit cards. Offers merchants a form of risk management because an authorized,
e.g., order is a guarantee of payment. Copies payment card information in customer master data in orders and other
sales documents.
Automated Follow-Up Processes:
Allows scheduling and starting predefined processes (such as follow-up documents, alerts, etc.) by means of user-
definable conditions from transaction documents.
Document Flow:
list.
Product Listing/Exclusion:
Displays a list of products a specific customer is allowed or not allowed to buy.
Product Determination:
Substitutes products automatically in sales documents during sales order processing according to flexible, predefined
rules.
Product Configuration:
Compiles a product variant from many variants. Assigns values to the identifying characteristics of the underlying
standard product.
Batch Processing:
Manages materials in batches throughout the whole sales process. Enters the individual batch number directly in the
sales document, or automatically transfers it to all follow-up documents, from the inquiry through to the delivery note.
Runs the availability check based on batch numbers.
Sales Document with Structured Products:
Enters and explodes an item containing a structured product.
Output Determination:
Faxes, e-mails and prints documents, such as sales confirmations, based on predefined conditions for each output type
and processing medium.
Free Goods:
Offers free items on the sale of certain other items or to take money off a particular sale to a customer.
Fulfilment Systems Synchronization:
Uploads orders to SAP R/3 for order fulfilment.
Availability Check:
Checks availability with SAP APO and/or SAP R/3 to determine whether a product can be confirmed in a sales order,
based on whether enough stock is available, can be produced or purchased on time. Reserves the product in the
required quantity, and transfers ATP requirements to production or purchasing.
ATP Check based on APO (including rules-based ATP)

Handles online availability check via APO for sales order including shipment and transportation scheduling and
transfers the resulting information back to sales order.
Availability Information based on APO

Displays product availability for items in a sales transaction, e.g., quotation, but products are not reserved and
requirements are not transferred to production or purchasing.
Location Determination
Determines alternative locations within rules-based ATP check.
ATP Check based on R/3

Handles online availability check based on R/3 for sales order including shipment and transportation scheduling and the
resulting information is transferred back to sales order.
Availability Information based on R/3

Displays product availability for items in a sales transaction, e.g., quotation, but products are not reserved and
requirements are not transferred to production or purchasing.
Sourcing:
Determines the source from which a customer is delivered automatically.
Minimum Order Quantity Check:
Checks product level automatically to determine whether a minimum order quantity has been reached.
Delivery Groups:
Assigns items to delivery groups automatically or manually to ensure that certain items in a sales order are delivered at
the same time.
Follow-Up Order:
Creates an order as follow-up document to the quotation. Copies the data from the quotation into the order, and creates
two transaction documents, quotation and order.
Quotation Notification:
Gives the user a notification that a valid quotation exists when creating a sales order.
Alternative Items:
Combines quotation items into groups, from which the customer can decide on an alternative.
Validity Period:
Determines the validity dates (valid from, valid to, validity period) automatically from the date profile defined for the
quotation.
Quotation Item Rejection:
Maintains quotation on product item level.
Success Rate per Product:
Determines the success rate of a product and updates it in the product master based on the quotation and order data.
Sales Probability:
Determines the probability of a sales order being placed, which can be assigned to a quotation item.
Quotation Tracking Analysis:
Provides an overview of all the quotation items for a particular time period, sold-to party or sales organization, which
helps the user see which customers are profitable and where there are potential problems.
Quotation Success Rate Analysis:
Monitors the proportion of quotations that have been converted into sales orders, that is, successfully completed.
Calculates the proportion of the quotation value that is actually sold to the customer. Helps the user monitor which
products or services are popular and to spot areas where action is required.
Top Five Quotations:
Displays the five quotations with the highest total net value and provides an overview of forthcoming sales revenue.
Incoming Sales Order Analysis:
Displays the number and value of all incoming orders per sold-to party and sales organization for a certain time period.
Displays the average item value for the sales orders concerned.
Plan/Actual Comparison:
Shows the entire set of actual and plan data in sales planning. Performs a typical plan/actual comparison that can then
be expanded down to more detailed levels using various free characteristics. .
Best-Selling Products:
Displays the top ten best-selling products within a certain time period. Helps users decide which products to offer a
customer, for example, in a Web shop.
7. Contract Management and Leasing
Contract Management allows users to easily and automatically develop, verify, revise and submit contracts tailored for
each customer. It allows long-term agreements with customers that enable them to buy products at special conditions
such as lower prices or favourable terms of delivery. It allows follow-up sales documents either ('Call-offs') to be
created out of contract maintenance or that during the sales order creation process it is checked whether a
corresponding long-term contract exists whose conditions are then applied.
Leasing and Asset Management (LAM) provides a complete end-to-end solution for all companies that lease out
mobile assets. It supports all steps in the financing contract life cycle from a financing opportunity for a lease or a loan
to an offer going over to mid-lease changes and resulting in end-of-lease options. The solution also addresses all
expected international requirements, including multi-language and multi-currency capabilities, parallel valuation
according to multiple international accounting standards, and local accounting rules.

• Better service levels
Value Contracts:
Monitors agreements that a customer will order a specific value of releasable products during a specified period.
Quantity Contracts:
Monitors agreements that a customer will order a specific quantity of releasable products during a specified period.
Releasable Products:
Uses partner/product ranges, product categories and hierarchies for determining the range of products that can be
released from contracts.
Text Management:
Creates texts, manages different text types (notes, reports, standard texts) and determines texts automatically.
Status Management:
Documents the current processing state of the transaction on header and item level.
Pricing:
Attachments:
Credit Management and Credit Check:
Limits financial risks by carrying out credit checks that can influence transaction processing and setting up a workflow
connection to notify those responsible.
Payment Card Processing:
Works with payment cards, such as credit cards. Offers merchants a form of risk management because an authorized,
e.g., order is a guarantee of payment. Copies payment card information in customer master data in orders and other
sales documents.
Automated Follow-Up Processes:
Allows scheduling and starting predefined processes (such as follow-up documents, alerts, etc.) by means of user-
definable conditions from transaction documents.
Output Determination:
Faxes, e-mails and prints documents, such as sales confirmations, based on predefined conditions for each output type
and processing medium.
Pricing and Product Configuration:
Enables customers to configure products with different variants according to their requirements.
Document Flow:
list.
Date Management:
Configures rules for defining start/end dates and validity periods, which can then be determined automatically.
Authorized Partners:
Enables the user to authorize several sold-to parties to release sales orders from a contract.
Monetary Value in Quantity Contracts:
Enters a monetary value in quantity contracts that can be used for reporting purposes.
Release Order Processing:
Releases products from contract using a particular type of sales order (release order) in order to trigger further
processes such as delivery and billing. References to contract so that values and quantities are automatically updated
and each contract contains a list of all release orders for individual items.
Cancellation Handling:
Determines cancellation procedures, notice periods, and automatic determination of cancellation dates according to
predefined rules.
Contract Completion:
Target quantities and values with completion rules
Determines when a contract is considered complete (once target values have been fulfilled or contract has been
rejected). Generates follow-up processes when this status is reached.
Collaborative Contract Negotiation:
Monitors negotiation of contracts using the Web shop, which takes the customer through the process of choosing
products, creating a contract inquiry, and then sending the contract to the supplier. Sends the contract back and forth
until the process of negotiation is completed and both parties have agreed on the terms and conditions of the contract.
Fulfilment Systems Synchronization:
Uploads orders to SAP R/3 for order fulfilment.
Open Sales Contract Analysis:
Displays contracts whose target quantities or values have not been fulfilled.
Analysis of Products in Contracts:
Displays best-selling products in contracts.
Top Five Contracts:
Displays the top five most valuable contracts for a sales organization.
Completed Sales Contract Analysis:
Displays all contracts that have reached their target values or have been rejected.
Cancelled Sales Contract Analysis:
Displays contracts that have been cancelled by the customer, with the cancellation reason.
Pricing (Leasing):
Allows Flexible Pricing using condition technique and IPC.
Financial Mathematic Calculation (Leasing):
Supports various instalment methods, flexible payment plans and effective interest calculation. Adjusts calculation by
customizing and Business Add-ins.
Financial Simulation (Leasing):
Simulates complete payment schedule including back solving functionalities to run "what-if" analysis online.
Residual Value Calculation (Leasing):
Calculates residual value based on residual value curves using different strategies.
Tax Handling (Leasing):
Calculates tax on the leasing contract including one-time tax on the financed amount, one-time tax on the sum of
payments and periodically charged tax.
Periodic Billing (Leasing):
Generates periodic invoices according to the payment schedule and complete accounts receivable processing.
Offer and Contract Creation (Leasing):
Creates lease offerings and contracts in the system. Uses all functionalities from CRM contract management, e.g., text
management, attachments, and workflow management.
Outline Agreements (Leasing):
Creates outline agreements (master agreements) for countries and customers to fix general terms and conditions.
Status Management (Leasing):
Manages status on leasing quotes and contracts on item as well as on header level.
Partner and Organizational Data Determination (Leasing):
Determines partner and organizational data on the lease quotation and contract automatically.
Quotation to Contract Conversion (Leasing):
Creates lease contracts as follow-up documents for a lease quotation. Copies all relevant data into the new document
automatically.
Floating and Index Rate Adjustment (Leasing):
Adjusts payment according to referenced index executed at contract start (index adjustment) or on contract level at a
regular schedule (floating adjustment). Defines frequencies, thresholds and parameters for the adjustment. Allows users
to easily and automatically develop, verify, revise and submit contracts tailored for each customer via Contract
Management. Allows long-term agreements with customers that enable them to buy products at special conditions such
as lower prices or favourable terms of delivery. Allows follow-up sales documents either to be created out of contract
maintenance ('Call-offs') or during the sales order creation process when a corresponding long-term contract exists
whose conditions are then applied.
Provides a complete end-to-end solution for all companies that lease out mobile assets via Leasing and Asset
Management (LAM). Supports all steps in the financing contract life cycle from a financing opportunity for a lease or a
loan to an offer going over to mid-lease changes and resulting in end-of-lease options. Addresses all expected
international requirements, including multi-language and multi-currency capabilities, parallel valuation according to
multiple international accounting standards, and local accounting rules.
8. Incentive and Commission Management
Incentive & Commission Management provides companies with a tool to rapidly adapt to changes in the business
environment by aligning individual and partner goals with corporate sales objectives. Plan Administrators are able to
model complex organizational roll-up structures and sophisticated incentive plans by leveraging the flexibility of a
robust calculation engine. Sales staff is provided with immediate visibility into the compensation potential of their sales
pipeline as well as the value of their current performance. Company executives are given more accurate visibility into
cost of sales.
• Improve retention of sales personnel
Incentive Plan Modelling:
Creates and designs an incentive plan that fits companies’ sales goals.
Configuration Templates:
Uses configuration templates to support common incentive planning scenarios.
Roll Up Hierarchies/Indirect Participants:
Uses organizational structure and hierarchies to compensate indirect participants in deals.
Contracts and Agreements Handling:
Leverages various types of contracts, such as global contracts, standard contracts, performance-related remuneration
agreements, guarantee agreements (draws), and flat-rate agreements (allowances).
Individual Plans:
Personalizes incentives and adapts contracts and agreements to individuals.
Segment Management:
Define area(s) of responsibility.
Participant Determination:
Defines employees that have to be compensated when deals are closed. Supports direct participant and indirect
participant determination.
Transaction Valuation:
Compensates participants correctly based on the transaction volume of the deal, global contracts, and valuation based
on transaction attributes, including industry category, product category, etc.
Commission Remuneration:
Uses calculation rules for transaction-related awards (commissions).
Incentive (Bonus) Remuneration:
Uses calculation rules for incentive or bonus awards.
Quota Attainment Calculation:
Gives an overview of individual quota achievement.
Results Adjustments:
Adapts incentives and bonus awards if results have to be adjusted.
Posting and Settlement:
Schedules settlements on a regular basis. Provides system interfaces to human resources payroll, financials accounts
receivable, and third party products.
Commission Simulation:
Allows compensation planners and/or sales managers to simulate opportunities, with orders/contracts, and products,
projecting what-if scenarios in order to plan and optimize commission rules.
Commission Status Management:
Provides the portal iViews with reports and BW content to get information about commission status. Provides
companies with a tool to rapidly adapt to changes in the business environment by aligning individual and partner goals
with corporate sales objectives. Allows Plan Administrators to model complex organizational roll-up structures and
sophisticated incentive plans by leveraging the flexibility of a robust calculation engine. Provides sales staff with
immediate visibility into the compensation potential of their sales pipeline as well as the value of their current
performance. Gives company executives more accurate visibility into cost of sales. Enables sales organizations to
accurately plan and forecast sales activities, rapidly analyze the sales pipeline, effectively manage tasks, target cross-
selling and up-selling opportunities, and promote collaboration in a team-selling environment via Enterprise Sales
SERVICE
Service supports all aspects of service order processing within the service organization, from responding to the
customer's initial inquiry, quotation creation and processing, order creation and assignment to the most appropriate
field service representative, right through to confirmation and billing of the work performed for the customer.
1. Service Planning and Forecasting
Service Planning & Forecasting provides the ability to establish service plans to proactively maintain products for
optimal performance, and create a consistent revenue stream for the service business. Forecasting of those planned
services ensures the proper distribution and utilization of a finite number of service resources in delivering customer
commitments. The following business goals and objectives can be achieved through the implementation of these
processes:

• Improve product/service quality
• Develop service offerings
Planned Services:
Plans services in advance on time-based or counter-based intervals.
Service Plan:
Determines when a service should be performed or suggested.
Performance-based Planning:
Plans service activities based on specific performance criteria of an installed based asset.
Time-based Planning:
Forecasts service activities to occur based on a time interval.
Service Plan Simulation:
Forecasts service activities based on analytical input. Uses the service forecast to estimate workload and other resource
requirements.
Customer Segmentation:
Creates a subdivision or group of customers based on any number of factors including by actual profit, by actual and
potential profit, by revenue, by service products purchased, etc. Shares this segmentation information with other areas
of the service application to drive processes or decision-making.
Campaigns:
Targets outbound communication using the installed base information to segment customers in order to solicit service
business for a specific product line or to initiate a product recall, etc.
Proactive Services:
Performs predefined service procedures once the product or component has reached a particular milestone.
Strategic Service Planning:
Provides long range analytical planning of future resource requirement for the anticipated service business.
Service Parts Forecasting:
Provides long term analytical planning of future service parts requirement for the anticipated service business.
Product Profitability Analysis:
Monitors financial trends, identifies unprofitable products and determines the profitability of individual products.
Identifies successful products to promote them more actively to customers.
Planning Accuracy Analysis:
Identifies the planning accuracy of service processes. Enables comparisons between planned and actual service
information.
Engineering Change Management:
Integrates ECO (engineering change orders) details for the Product Lifecycle Management (PLM) application for
assessment and action within the service environment. Monitors disposition of excess or obsolete parts, plans orders for
the new part, retrofit or recall planning, and retrains of service personnel. Establishes service plans to proactively
maintain products for optimal performance, and creates a consistent revenue stream for the service business. Ensures
the proper distribution and utilization of a finite number of service resources in delivering customer commitments by
forecasting those planned services.
2. Customer Service and Support
Customer Service & Support enables customer service centres to manage and fulfil commitments to both partners and
customers with efficient service planning and execution. The Customer Service and Support (CSS) solution manages
the entire service process from creating and updating service requests and complaints to the scheduling of qualified
field personnel for onsite repairs.
CSS also facilitates sophisticated Case Management functionality to manage complex requests involving several layers
of sub cases, allowing enterprises to coordinate all activities required to bring a case to closure. The customer's
experience can be measured and managed across the entire enterprise, guaranteeing that organizational commitments
are met utilizing the full capabilities and knowledge of the enterprise. The following business goals and objectives can
be achieved through the implementation of these processes:
• Improve RFQ/RFP processes
• Improve asset and maintenance management
• Improve inventory visibility
Case Management:
Allows an agent to open, edit, and close cases. Enables Follow-up and To Do Items, Case History, and sub case
hierarchies. Creates cases with reference to a particular customer or product and can reference business and office
documents. Links involved parties and relevant data to the case. Links relevant documents to the case. Monitors follow-
up processing steps for one or multiple processors. Handles multiple note types including user/time stamp. Logs and
visualizes all changes to a case. Monitors hierarchical links between cases.
Service Contracts and Service Level Agreements:
Defines the level of service the customer is entitled to, including ensured response times, service hours, and so on.
Complaint Processing:
Processes follow-up for complaints and tracks multiple reference documents.
Return Processing:
Monitors the receiving and disposition activities that take place to complete the actions generated by a RMA.
In-House Repair:
Manages all the in-house activities involved in the return, planning, and financial accounting of repair materials. Starts
with registering the repair request from the customer and goes right through to billing the customer for the service
performed. Includes return material authorization number, warranty check, service contract determination, price
determination, inventory management, reservation of required service parts, technical analysis and usage decision,
quotation, confirmation, and loan management.
Service Order and Request Management:
Provides service personnel with a tool to create and manage tasks associated with open service requests.
Service Order with Appointment Scheduling:
Qualifications Management:
Maintains qualifications and skills with their corresponding rankings for Business Partners in the role "Employee".
Maintains qualifications and skills for service employees and takes them into consideration during resource planning.
Problem Resolution:
Gives service personnel the tools, information, and knowledge to resolve customer issues.
Inquiry and Quotation Management:
Monitors quotations for service order, in-house repair, and service contract.
Opportunity Management:
Gives service sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an
opportunity history, milestones, progress, and key decision makers.
Installed Base Management:
Manages fielded assets and their respective configurations by customer, location, and product type via hierarchy
design. Integrates the installed base into service orders, complaints, repairs, warranties, counters, and Product Lifecycle
Management. Provides a graphical representation of the installed base structure to make it easy for service personnel to
view installed base components.
Counters and Meter Readings:
Allows for measurements, system counters or meter readings to be captured and maintained as well as linked to the
customer and the installed base asset.
Warranty Management:
Allow service representatives to define, assign, and check customer and supplier warranties including time- and usage-
based warranties.
Warranty Processing for Complaint, Service Order, Repair Order

Provides automated check and validation of warranty entitlement.
Warranty Pricing and Billing Integration

Determines influence on pricing and billing.
Rule-based Warranty Cost Assignment

Determines influence on controlling transfer, better control of warranty expenses.
Extended Warranty Service Products

Provides additional warranty entitlement that the customer can purchase.
Warranty Reclaims Processing
Monitors warranty claims from customers to be reclaimed from original manufacturer.
Customer Survey:
Provides customers with a tool to give feedback on service performance.
Cross-Sell/Up-Sell:
Suggests associated or alternative products through predefined product proposals.
Code Catalogs:
Qualifies problem, damage, reason, tasks, etc., using predefined codes.
Quality Analysis:
Enables quality analysis in service organizations, e.g., it shows the number of service-related complaints during a
specific time period.
Warranty Analysis:
Provides information about the amount of products with or without warranty, and monitors expired warranties per
Installed Base (IBase) and individual object.
Installed Base Analysis:
Shows the monetary business volume of all orders referencing to an Installation during a specific time period. Enables
analysis on costs, revenues and profit generated by an Installation. Provides information about the location of
Installations and shows the amount of orders for an Installation during a specific time period.
Service Contract Analysis:
Monitors customer satisfaction with services performed under contracts. Identifies contract products with a high net
value and gives an overview of the value and volume of active service contracts. Displays those contracts for which the
service employees are responsible.
Service Order Analysis:
Gives an overview of current order volumes. Supports predictions about fluctuations in business volumes for the
forthcoming year. Enables user to take measures, for example, to plan resources according to seasonal peaks or offer
customers special service packages during quiet periods.
Service Quotation Analysis:
mySAP CRM provides predefined analyses and reports regarding quotations for service orders, in-house repairs and
service contracts.
Service Level Agreements Analysis:
Shows the rate of completion on schedule for services for which a customer has requested a completion date or dates
determined by service level agreements (SLAs). Gives an overview of delayed and on-schedule services, taking into
account order values. Monitors the punctuality of services.
Case Management Analysis:
Supports planning and management functions of the Service Manager and Service Representative. Shows the workload
of case processors and the status of those cases via Case Work Load Analysis. Provides visibility of cases requiring
escalation and the status of the linked activities via Case Escalation Analysis. Groups’ cases by superior case, business
partner, product, installed base, business transaction, or document in Case Relationships Analysis. Shows who has
authorization to a secure case. Cases with sensitive information are restricted to authorized personnel by Sensitive
Cases Analysis.
Enables customer service centres to manage and fulfil commitments to both partners and customers with efficient
service planning and execution via the Customer Service and Support (CSS) solution. Manages the entire service
process from creating and updating service requests and complaints to the scheduling of qualified field personnel for
onsite repairs.
Facilitates sophisticated Case Management functionality to manage complex requests involving several layers of sub
cases, allowing enterprises to coordinate all activities required to bring a case to closure. Measures and manages the
customer's experience across the entire enterprise, guaranteeing that organizational commitments are met utilizing the
full capabilities and knowledge of the enterprise.
3. Resource Planning and Optimization
Resource Planning & Optimization is an open solution that enables customer requests for external service to be
processed smoothly and efficiently by qualified field service representatives. Customers can choose the most suitable
from a list of available appointments, during their initial call into the service organization.
All appointments that are offered take into consideration service representative and customer availability, task duration,
and necessary service representative qualifications. Resource planners are provided with all key scheduling data within
a graphical, tool that enables work progress and availability of the service team to be monitored at a glance, thus
reducing the frequency of conflict situations and the need to escalate. The following business goals and objectives can
be achieved through the implementation of these processes:
• Lowering Working Capital

• Integrated service/repair scheduling
• Re-deploy labour to higher value-added activities
Maintains qualifications and skills for service employees and takes them into consideration during resource planning.
Qualification Requirements: Assigns qualification requirements to Products, Components, Installed Bases, and to
Business Partners. Allow human resources (typically field service employees) to fulfil these qualification requirements.
Field Service Support:
Supports service employees working in the field by providing them with all relevant information on their handheld and
mobile devices regarding service assignments that are to be planned, executed, and then confirmed for the customer.
Workforce Management:
Enables labour resources (personnel) to be organized, planned, dispatched, and optimized in the most effective way.
Service Parts Availability:
Displays the availability of parts necessary to perform a service assignment. Manages these parts as field service
employee van stock, or locates them within a warehouse to which all field service employees have access.
Employee Availability Data:
Transfers availability data (absences and attendances) from the individual HR employee calendars into the mySAP
CRM system and displays it in the CRM Resource Planning Tool if mySAP Human Resources (mySAP HR) is
integrated.
Employee Qualification Data:
Uses qualification data from the individual HR employee qualification profiles in the mySAP CRM system if mySAP
Human Resources (mySAP HR) is integrated.
Integration to Third Party Scheduling Engines:

Integrates with third-party software via an open BAdI interface.
Synchronization with Field Applications:
Integrates between the mySAP CRM System and laptop and handheld devices.
Activity Management & Calendaring:
Displays activities and tasks that have been created for a field service employee for a specific date within the Resource
Planning Tool. Provides further information regarding the employee's availability and enables the Resource Planner to
combine visits to a customer site for the employee where appropriate. Displays these tasks in the mobile application.
Pager/E-mail/Fax Integration:
Sends pager, E-mail and fax messages to one or multiple field service employees via a simple mouse click within the
Resource Planning Tool.
Computer Telephony Integration:
Supports Computer Telephony Integration (CTI) within the Resource Planning Tool. Allows the Resource Planner to
call field service employees via a simple mouse click within the Resource Planning Tool if CTI integration is active.
Multiple Assignments per Service Task:
Creates more than one assignment per service task in the Resource Planning Tool in cases where more than one field
service employee is required to perform an assignment. Represents the same field service engineer requiring a second
visit to the customer site in order to complete an assignment.
Assignment Status Management:
Allows the Resource Planner/Service Representative to maintain a status for each assignment (for example, Released,
Communicated, Accepted, Rejected...). Links the colour of the assignment bar within the Resource Planning Tool to its
processing status. Provides the Resource Planner with a clear overview of the current processing status "at a glance, "
e.g., when the start time that was planned has been exceeded and the assignment has still not been accepted, the colour
will change from orange to red; when the assignment has been confirmed as being completed, it will change to green.
Absences/Attendances Maintenance:
Allows the Resource Planner to maintain absences and attendances for his field service employees in the Resource
Planning Tool. Allow field service employees to maintain their own absences and attendances on their laptop or
handheld device. Uploads this information into the CRM Online system where it is visible to the Resource Planner
within the Resource Planning Tool and can be taken into consideration during subsequent planning.
Recurring Absences & Attendances:
Allows the Resource Planner to maintain a series of absences and attendances.
Appointment Scheduling:
Supports Appointment Scheduling within an Interaction Centre environment. Allow customers to call into a service
organization and be offered a number of different appointments that have been determined by a scheduling engine,
based on specified scheduling parameters, e.g., services type, priority, or scheduling strategy. Allows customer to
choose the appointment that most suits them from the list offered. Defines the time during which the field service
employee should arrive at the customer site to perform the service. Note: Offers Appointment Scheduling together with
ClickSchedule in SAP CRM 3.1. With SAP CRM 4.0 WFM Core is used as the scheduling engine.
Appointment Optimization:
Optimizes existing appointments manually by the Resource Planner, or automatically by the scheduling engine.
Location Management:
Determines where technicians are currently located via Geographical Information System (GIS), and takes this
information into consideration during scheduling.
Route Optimization:
Determines the best technician according to distance from job or travelling time to job, taking available road network
and traffic conditions into consideration.
Optimization using Business Rules:
Schedules the service organization on the basis of specific business rules that have been defined based on a
combination of complex scheduling constraints, variables, and employee preferences.
Tools/Service Parts Optimization:
Ensures field service representatives are equipped with the right tools, parts and equipment at the right time. Plans
high-cost and high-demand equipment carefully, to avoid bottlenecks and, equally, to reduce costly idle time.
Knowledge Optimization/Capacity Planning:
Ensures technicians have the necessary knowledge (instructions, Eng. Diagrams, etc) for the requirements of a
particular assignment. Enables customer requests for external service to be processed smoothly and efficiently by
qualified field service representatives through open solution Resource Planning and Optimization. Allows a customer
to choose the most suitable from a list of available appointments, during their initial call into the service organization.
Takes into consideration service representative and customer availability, task duration, and necessary service
representative qualifications when offering appointments. Provides resource planners with all key scheduling data
within a graphical tool that enables work progress and availability of the service team to be monitored at a glance, thus
reducing the frequency of conflict situations and the need to escalate.
4. Service Operations Management
Service Operations Management enables customer service representatives and field service personnel to:
• Issue orders for products and services and to check availability and pricing
• Use a single pricing configurator containing all pricing and cost information
• Quote and bill for service
• Determine quickly and easily if and where a particular part is available, and then bill the customer
accordingly

• Complaint management and tracking
• Fewer returns, more efficient process
Planned Services:
Plans services in advance on time-base or counter-based intervals.
In-House Repair:
Manages in-house all the activities involved in the return, planning, and financial accounting of repair materials. Starts
with registering the repair request from the customer. Bills the customer for services performed. Includes return
material authorization number, warranty check, service contract determination, price determination, inventory
management, reservation of required service parts, technical analysis and usage decision, quotation, confirmation, and
loan management.
Service Order and Request Management:

Provides service personnel with a tool to create and manage tasks associated with open service requests.
Knowledge Management:
Allows service representatives to access a consolidated repository of symptoms and solutions using an intuitive search
engine.
Installed Base Management:
Manages fielded assets and their respective configurations by customer, location, and product type through hierarchical
design. Integrates the installed base into service orders, complaints, repairs, warranties, counters, and Product Lifecycle
Management. Allow service personnel to view installed base components via the graphical representation of the
installed base structure.
Field Service Support:
Provides service employees working in the field with all relevant information on their handheld and mobile devices
regarding service assignments that are to be planned, executed, and then confirmed for the customer.
Counters & Meter Readings:
Allows for measurements, system counters, or meter readings to be captured and maintained as well as linked to the
customer and the installed base asset.
Warranty Management:
Allows service representatives to define, assign, and check customer and supplier warranties, including time- and
usage-based warranties.
Warranty Processing for Complaint, Service Order, Repair Order

Checks and validates warranty entitlement automatically.
Warranty Pricing and Billing Integration

Determines influence on pricing and billing immediately.
Rule-based Warranty Cost Assignment

Determines influence on controlling transfer for better control of warranty expenses.
Extended Warranty Service Products

Allows the customer to purchase additional warranty entitlement.
Warranty Reclaims Processing

Allows warranty claims from customers to be reclaimed from original manufacturer.
Service Plan:
Creates future "planned" service or preventative maintenance activities. Plans scheduled, known, or even anticipated
servicing requirements and uses them for resource and workload planning.
Service Controlling:
Offers complete financial integration of service transactions for both revenues and costs.
Dedicated Cost Assignment:
Cost assignment to different payers.
Cost Differentiation:
Captures and segments costs by source for proper assessments.
Planned/Actual Comparison:
Helps compare planned and actual data (costs, revenues).
Escalation Management:
Monitors service order Service Level Agreement (SLA) compliance and triggers predefined escalation procedures.
Service Parts Management:
Provides complete logistics capabilities required to manage spare parts in a service environment. Provides integration
to service parts planning capability.
Inventory Management:
Integrates the service parts processes with Inventory Management. Creates a reservation for planned service parts in a
service order and updates the assigned stock with the confirmation of used service parts.
Pricing and Discount Management:
Calculates prices for services and parts ordered, based on existing pricing conditions and applicable discounts.
Code Catalogs (Service Category Codes):
Accesses code categories from within the service order. Defines codes for the service order as a whole and for service
items, and describes information such as damage description, location, and cause.
External Service Catalog Integration:
Accesses external code catalogs from within the service order.
Content Management:
Manages and distributes service-related content to both in-house and mobile staff.
Service Product Proposal:
Displays a list of proposed service products for a reference product once it has been entered within the service order.
Allows proposals to be selected from the list and automatically creates them as items within the service order.
Service Parts Proposal:
Displays a list of proposed service parts for the service order once a service has been entered within it. Allows
proposals to be selected from the list and automatically creates them as sub-items within the service order.
Cross Sell/Up Sell:
Generates predefined product proposals suggesting associated or alternative products.
Internal Note/Problem Description:
Maintains internal notes and problem descriptions in multiple languages within the service order.
Maintains qualifications and skills for service employees and allows them to be taken into consideration during
resource planning.
Qualification Requirements
Assigns qualification requirements to Products, Components, Installed Bases, and to Business Partners so human
resources (typically field service employees) can fulfil these qualification requirements.
integrated.
Allows qualification data from the individual HR employee qualification profiles to be used in the mySAP CRM
system if mySAP Human Resources (mySAP HR) is integrated.
Service Confirmation:
Confirms working times, materials used, travel costs and expenses, and codes for service assignments.
Serial Number Management:
Tracks individual pieces of material based on a unique serial number.
Expense Accounting:
Adds travel and expense information into the service order confirmation for billing and cost integration.
Billing:
Monitors resource-related billing and amount allocation, which makes the billing process more flexible. Allows
changes of billing information right before billing. Allows billing information to be easily reviewed and adjusted before
a final invoice is generated. Enables the distribution of revenues among several bill-to parties.
Return Processing:
Determines, tracks and credits returns of products within a service including the features warranty check, RMA
number, return reason recognitions, and quantity checks.
Refurbishment:
Creates a refurbish order for returned or exchanged service parts, triggered with complaints or confirmations in mySAP
CRM, and receipt in SAP R/3.
Procurement:
Integrates the service component to the procurement capabilities to allow for the direct purchase of critical resources.
Asset Lifecycle Management:
Allows a stronger focus on the financial accounting and depreciation and can be used by clients in conjunction with
Service to meet the complete needs in both areas.
Engineering Change Management:
Integrates ECO information into the service processes so that appropriate action such as notifying customers, revising
stocking plans, retraining staff, etc., can be taken.
Leased Assets:
Offers a complete application designed for the unique requirements of the asset leasing business environment.
Inventory Analysis:
Provides detailed information on a multitude of inventory criteria such as inventory turns, costs, excess and obsolete,
etc.
Planned/Actual Analysis:
Enables companies to compare planned and actual project data (costs, revenues, and progress).
Enables customer service representatives and field service personnel via Service Operations Management to issue
orders for products and services and to check availability and pricing, use a single pricing configurator containing all
pricing and cost information, quote and bill for service, and determine quickly and easily if and where a particular part
is available, and then bill the customer accordingly.
5. Professional Services
Professional Services provides a comprehensive set of capabilities designed for selling, estimating, planning, delivery,
management, billing, and evaluation of project-based services.

Opportunity Management:
Gives service sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an
opportunity history, milestones, progress, and key decision makers.
Pipeline Analysis
Helps sales people to get an insight into their project pipeline.
Project Management:
Plans, structures and schedules projects and takes account of tasks, interdependencies, and other constraints. Defines
and assigns tasks, assigns resources to tasks, and monitors progress.
Project Planning
Sets up and plans consulting projects in terms of phases, tasks and checklists. Plans, schedules and assigns to a
responsible person the necessary processing steps within a phase using tasks. Documents the processing state of a task
by a processing status and by reporting actual values. Links tasks to phases in a project and relates them to a checklist
item. Confirms the task before the phase is approved. Monitors checklists, which serve as control lists and contain
checklist items, which the project participant confirms. Ensures a checklist item is completed before the phase is
approved.
Milestone Planning
Plans milestones to achieve a controlled transition between phases and represents them in the application as approval.
Lets a team of decision makers approve a phase to complete it. Allows the decision makers to confirm that the goals in
a phase, which are needed in the following phase(s), have been achieved. Models the milestones using checklist items
or tasks.
Project Documentation
Integrates Project management fully into the document management system. Adds documents to all elements of a
project. Structures documents in folders for clarity.
Project Collaboration
Allows users to collaborate with partners.
Project Resource Planning

Selects and allocates staff (Resources) to projects automatically based on a matching of the skills required versus the
skills available.
Automated Skills Profiling

Captures staff skills for use in workforce management decisions.
integrated.
Uses qualification data from the individual HR employee qualification profiles in the mySAP CRM system if mySAP
Human Resources (mySAP HR) is integrated.
Project Role Management:
Defines project roles as placeholders for a resource working on the project. Allow the project role to be staffed with an
internal employee or an external business partner.
Task Assignments:
Allows for the assignment of specific tasks to specific staff.
Resource Search:
Searches for specific staff based on variety of criteria.
Resource Assignment:
Allocates staff to a specific requirement.
Appointment Booking:
Allows presentation of open/available appointments that can be offered to customers. Lets Interaction Centre agents use
the appointment booking to give customers information on available appointment times, confirm the appointment time,
and then have the system match the appointments to the available and appropriate staff.
Groupware Integration:
Transfers appointments to the groupware as tasks or appointments once a resource is scheduled for a project. Assigns a
status to the tasks and appointments to indicate whether they are firmly booked or only reserved.
Location Management:
Geographical Information System (GIS) makes it possible to determine where service personnel are currently located,
and take this information into consideration during scheduling.
Vacancy Postings:
Posts vacant (unstaffed) project positions (roles) on a marketplace.
Utilization Reports:
Features detailed reporting capability design to give professional service managers the information they need to
manage their staff utilization goals versus actual results.
Engagement Management:
Includes all functions relevant for the execution of projects such as contracts, pricing, time and expense management,
and billing.
Financial Integration:
Integrates projects in the SAP CRM system to mySAP Financials. Replicates projects automatically to SAP R/3 and
represented as projects or orders depending on the controlling needs. Displays financial data in SAP R/3 in the
corresponding project in the CRM system.
Projects Cost Planning:
Helps in planning costs using easy cost planning (a configurable HTML-based user interface) that provides an end-user
focused easy-to-use environment. Makes use of the network calculation of internal and external work, to automatically
calculate services and procurement planned in activities. Performs costing using assigned orders and structural cost
planning.
Pricing and Discount Management:
Allows user to flexibly define and set-up prices, discounts, surcharges, taxes, etc. Defines service conditions by project
as well as by service agreements.
Contract Management:
Defines and sets up service conditions or long term service agreements, defines and sets up service level agreements,
and sets up predetermined service plans.
Backlog/Projects Received Calculation:
Determines key figures for incoming order and open order values from contracts assigned to projects, i.e., a statement
on the expected result for the customer projects can be obtained at an early stage. Calculates the costs, revenues, and
quantities expected to arise from contracts for the incoming orders closed or changed in the current period.
Time and Expense Management:
Enables employees to record their working times and expenses, e.g., travel expenses, online or offline on mobile
devices for various business processes. Records times order-, contract-, or project-related. Passes information to payroll
and controlling automatically. Evaluates time and labour data as well as total travel costs via exact reporting and
analytical exception monitoring.
Time and Expense for Subcontracting:
Allows third-party resources to record their times and expenses (e.g. travel expenses) both in the systems of the partner
and professional service organization for which they work. Allows external consultants in the professional services
organization system to record time and expenses with respect to the project they are working on. Generates an invoice
automatically for the client of the professional service organization based on the recorded data of external consultants.
Allows consultants to record time and expenses with respect to the sales order in the partner system. Uses this data
periodically, e.g., monthly, to create a resource-related billing of the partner to the professional services organization
Approval Workflows:
Enables companies to easily define approval processes, e.g., for recorded times and expenses or for the release of
project phases.
Service Procurement:
Provides dedicated processes for the procurement of augmenting internal resources with contingent (third-party)
resources. Includes functions to inform the purchasing department on required services, to release requisitions, to
assign the source of supply to a requisition, to convert the requisitions to purchase orders, and to control the follow-on
activities. Tracks commitments and costs for project-related service procurement on the project.
Material Procurement:
Provides dedicated processes for the purchasing of materials. Includes functions to inform the purchasing department
on required materials with or without material master, to release requisitions, to assign the source of supply to a
requisition, to convert the requisitions to purchase orders, and to control the follow-on activities. Tracks commitments
and costs for project-related material procurement on the project.
Product Procurement Cost Reporting:
Helps companies to get an insight into project-related procurement costs. Allocates procurement costs automatically to
the project and analyzes them together with internal costs.
Work in Process Calculation:
Determines the value of work in process (WIP) via results analysis functions.
Revenue Recognition:
Separates revenue recognition from billing, e.g., recognizes revenue when services are delivered independently of
invoicing/collections via results analysis functions. Determine costs of sales and sales revenues to accounting needs
through flexible valuation methods.
Billing:
Resource-related Project Billing

Allows billing according to amounts or quantities consumed. Generates client invoices automatically on a regular basis,
and allows pre-invoices for management review.
Fixed Price Project Billing

Allows billing with a price that can be determined flexibly, but does not depend on resource consumption.
Intercompany Billing
Uses Intercompany Billing when a project is staffed with resources from different company codes. Collects,
summarizes, valuates, and creates a billing document for times and expenses that are delivered by one company code
for another company code.
Workforce Analysis:
Allows specific analytics designed for the comprehensive review and assessment of Workforce issues.
Costs and Revenue Analysis:
Helps companies to get an overview of costs and revenues of project-related activities.
Planned/Actual Comparison:
Helps companies to compare planned and actual project data (costs, revenues, progress). Reports exceptions.
Project Profitability Analysis:
Helps companies to analyze project profitability.
Project Portfolio Analysis:
Helps companies gain strategic insight into deliverable work. Determines whether the projects or services support the
strategies of the company.
Provides a comprehensive set of capabilities designed for selling, estimating, planning, delivery, management, billing,
and evaluation of project-based services.
Supports all aspects of service order processing within the service organization, from responding to the customer's
initial inquiry, quotation creation and processing, order creation and assignment to the most appropriate field service
representative, right through to confirmation and billing of the work performed for the customer.
ANALYTICS
MySAP CRM provides a broad range of analytical content and applications that empower you to measure, predict,
plan, and optimize your customer relationships. With mySAP CRM Analytics, you can analyze customer interactions,
business processes, and market opportunities, and then apply the knowledge gained toward improving all your
customer-focused operations.
MySAP CRM enables you to easily capture and synchronize all relevant data in your customer knowledge base and
provides state-of-the-art reporting tools that allow you to monitor and measure the performance of your business. The
predictive capabilities help you uncover hidden patterns and then deploy this knowledge to anticipate risks and
opportunities in marketing, sales, and service.
What's more, mySAP CRM delivers an integrated and flexible planning platform so you can set clear goals and
coordinate resources to achieve your business objectives. Most importantly, CRM Analytics gives your employees the
information they need to support decision-making and to provide your most valuable customers with consistent and
personalized services.
1. Customer Analytics
Customer Analytics provide companies with a comprehensive view of their customers. Companies can understand the
true value of their customers and gain insights to understand customer behaviour. The following business goals and
objectives can be achieved through the implementation of these processes:

• Personalized customer interaction
• Maximize profitability by customer
• Improve customer retention and loyalty
Customer Satisfaction and Loyalty Analysis:
Uses a customer survey to determine how satisfied your customers are with the products and services offered by your
company and how loyal they are to your company.
Automated Customer Segmentation:
Helps determine homogeneous customer segments from large amounts of customer data. Uses the data mining method
Clustering to group together into customer segments all customers sharing the same profile.
Customer Migration Analysis:
Tracks the changing behaviour of customers and monitors the changes in customer segments.
Customer Activity Analysis:
Produces an overview of all activities that a particular customer is involved in and generates a complete picture of all
contacts that have occurred between the customer and the company.
Retention/Churn Management:
Helps users analyze, understand, predict, and influence the churn behaviour of your customers. Reduces for the long
term the likelihood to churn among valuable customers in particular and increase customer retention.
Customer Behaviour Modelling with Data Mining:
Allows users to observe customer behaviour and identify relevant patterns and trends. Users can then apply this
information to create predictive models that help anticipate future trends and proactively grow and retain the most
profitable customers.
Customer Profitability Analysis:
Calculates customer profitability as the difference between revenue and costs. Performs detailed customer contribution
margin analysis including different revenue types, product costs, costs to acquire, costs to serve, and cost to retain in
order to produce a more coherent picture.
Customer Lifetime Value Analysis:
Determines for a given customer segment how the customer base and profitability have developed over time. Allows
users to draw conclusions, predict the future development of this customer segment, and base investment decisions on
such predictions.
Customer Scoring:
Combines multiple aspects of your customer into a coherent evaluation, which enables someone, e.g., in the interaction
centre, to quickly understand the meaning of this customer for business success.
Customer Fact Sheet:
Combines all relevant insights employees need to know when they talk to a customer.
Real-time Analytics:
Provides personalized offers to customers that best meet their needs. Mines data from different data sources across the
enterprise and provides operational applications such as Internet Sales and Campaign Automation with information for
identifying the products or services that have the greatest value to the organization and that are most likely to be
purchased by customers.
Customer Portfolio Optimization:
Uses graphical displays to assist users in the analysis of the customers making up your customer portfolio. Considers
aspects such as share of wallet, customer attractiveness, or customer satisfaction, and manages the portfolio
accordingly. Provides companies with a comprehensive view of their customers. Allows companies to understand the
true value of their customers and gain insights to understand customer behaviour.
Customer Classification with ABC Analysis:
Enables companies to segment data in ways that lead to a greater understanding about which customers and products
have the most impact on profits.
2. Product Analytics
Delivering the right product is essential in today’s market. Product Analytics identify the products and attributes that
customers prefer. It is also important to understand which products are selling profitably. Product Analytics can even
enable companies to understand products that sell together in order to increase share of wallet. The following business
goals and objectives can be achieved through the implementation of these processes:

• Reduce time-to-market & volume
• Gain market share
• Reduce product returns
Bestseller Lists:
Uses best-seller lists to gain an overview of best-selling products.
Cross-Selling Proposals:
Determines the cross-selling potential of your products and deploys this information for making appropriate offers in
the Interaction Centre or in the Web shop. Allows users to recognize changes in customer behaviour early on and tailor
customer communications accordingly through systematic analysis of the cross-selling behaviour of customers.
Product Cost Analysis:
Enables users to analyze the different cost components of products and to acquire a deeper understanding of the factors
that influence product costs when combined with SAP's Product Costing.
Product Profitability Analysis:
Provides a comprehensive and multidimensional contribution margin analysis. Achieves transparency concerning all
relevant revenue and cost components of your products. Identifies the products and attributes that customers prefer and
which products are selling profitably. Enables companies to understand products that sell together in order to increase
share of wallet.
3. Marketing Analytics
Marketing Analytics help marketing professionals understand how well their programs and campaigns are performing.
Marketing professionals also get the information they need to understand customer preferences, and demographic
information for proper segmentation.
Advanced tools enable you analyze customers, segments, competitors, market channels, trends, profitability, third-party
market data, and more. Plan, structure, and budget your marketing plans down to the last detail. Quickly gather and
analyze data on customers, products, sales, territories, and competitive activity using built-in analytical functions from
mySAP Business Intelligence. Then, monitor actual performance, as your plans become reality. The following
business goals and objectives can be achieved through the implementation of these processes:
• Develop new markets
• Reduce time-to-market & volume
• Improve sales lead generation and process
• Gain market share
• Efficient campaign planning and management
Market Exporation:
Helps users to discover new market opportunities and understand their potential by applying these learnings in
campaign planning and execution.
Marketing Plan Analysis:
Tracks and measures all marketing initiatives in order to fine tune future initiatives.
Marketing Planning:
Combines and coordinates all initiatives and resources across the organization to condense planning and development
cycles, while ensuring that this streamlined process still adheres closely to the Business Process. Reduces planning
costs.
Customer Profiling and Segmentation:
Allows a better understanding of customer segmentation, audience definitions, and campaign targeting, with a view to
determining and enhancing the effectiveness of segmentation.
Target Group Analysis:
Allows better understanding of customer segmentation, audience definitions, and campaign targeting, to determine
effectiveness.
Campaign Planning and Forecasting:
Enables users to understand past and current campaigns, campaign plans, and campaign effectiveness. Performs
campaign budgetary analysis and reporting to ensure continuous enhancement of the effectiveness of plans.
Response Modelling and Analysis:

Analyzes campaign responses by campaign, customer segment, channel, and offer/product, to target the optimum
audience.
Campaign Simulation:
Utilizes campaign simulation to understand campaign ROI and effectiveness, prior to campaign execution.
Campaign Optimization:
Utilizes campaign simulation to understand campaign ROI and effectiveness, prior to campaign execution.
Campaign Monitoring:
Validates, measures, and allows refinement of campaigns to maximize effectiveness through monitoring analysis,
available during and after execution.
Campaign Success Analysis:
Tracks and measures all initiatives and responses via closed-loop campaign measurement analysis.
Lead Analysis:
Analyzes closed-loop lead management including channel analysis, efficiency reporting, historical analysis, lost leads,
and pipeline and funnel analysis.
Personalized Lead Analysis:
Personalizes leads for the lead qualifier and the lead manager so that only those leads that they are responsible for are
analyzed.
External List Analysis:
Allows full understanding of rented/purchased prospect lists, with insights into the source of list effectiveness and
quality.
Marketing Activity Analysis:
Provides analysis for monitoring the quantity and success rate of activities as a result of marketing efforts. Includes
success/failure analysis, open activities per customer, active/passive analysis, intensity of customer care, and
distribution of activities across organizational units.
Campaign Profitability Analysis:
Analyzes and reports on campaign ROI and profitability.
Marketing Effectiveness Analysis:
Allows users to gain an understanding of the effectiveness of the marketing process, financials, planning, and
initiatives.
Survey Analysis:
Provides survey result analysis and response analysis for exploring survey effectiveness. Helps marketing professionals
understand how well programs and campaigns are performing. Gives marketing professionals the information they
need to understand customer preferences, and demographic information for proper segmentation. Analyzes customers,
segments, competitors, market channels, trends, profitability, third-party market data, and more, using advanced tools.
Plans, structures, and budgets marketing plans down to the last detail. Gathers and analyzes data on customers,
products, sales, territories, and competitive activity quickly using built-in analytical functions from mySAP Business
Intelligence. Monitors actual performance.
Contact Analysis:
Provides a complete picture on outbound as well as inbound contacts.
4. Sales Analytics
Sales Analytics enable sales managers to quickly and easily understand the financial status and overall effectiveness of
the sales organization. It helps to obtain the data necessary to proactively address trends, measure customer retention
and revenue shortfalls, and assess future opportunities. The following business goals and objectives can be achieved
through the implementation of these processes:

• Improve forecast accuracy
• Shorten proposal/quotation cycle
• Improve order fill rate
• Reduce order processing costs
• Reduce transaction costs
Sales Planning and Forecasting:
Provides comparisons between planned and actual sales data to track ongoing sales performance, spot variances
between planned and actual behaviour, and adjust sales plans accordingly.
Sales Performance Analysis:
Provides a balanced view of sales figures so that sales managers can view them from the financial, internal, customer,
or employee perspective.
Sales Pipeline Analysis:
Monitors current business development and expected sales revenue by analyzing open sales documents, such as
opportunities or quotations.
Sales Funnel Analysis:
Monitors current business development and expected sales revenue by analyzing open sales documents, such as
opportunities or quotations.
Activity Analysis:
Provides analysis for monitoring the quantity and success rate of activities that the sales team undertakes. Includes a
success/failure analysis, open activities per customer, active/passive analysis, intensity of customer care, and
distribution of activities across organizational units.
Sales Analysis with Geographical Information System:
Provides a geographic depiction of sales pipelines so that users can view activities, opportunities and resulting sales
orders for geographical regions.
Opportunity Analysis:
Offers a specific set of analyses that look at opportunities in detail. Monitors expected revenues, the opportunity
pipeline, progress towards opportunity completion, and opportunity success. Feeds the information back into the sales
cycle by using the results to discover which customers to target in subsequent marketing campaigns, for example. A
Opportunity Planning:
Helps users estimate and evaluate the success of your opportunities in sales. Contributes to a bottom-up sales plan,
which is compared with sales targets.
Sales Quotation and Order Management Analysis:
Provides detailed analytical information about the sales that have taken place in your organization through a range of
analyses for sales quotations and sales orders, including analyses for tracking the status of sales documents, expected
and actual revenues, backorders, or the top n most valuable documents.
Sales Contract Analysis:
A that Provides detailed analytical information about current and sales contracts that have taken place in your
organization through a range of analyses for sales contracts (value and quantity), including analyses for tracking critical
contracts, expected and actual revenues, or the top n most valuable sales contracts.
Sales Analysis by Territory:
Provides a complete picture on sales business by territory.
Sales Planning by Territory:
Provides a specific planning application for territory planning as part of SAP's multidimensional planning solution.
Billing Analysis:
Provides an overview of billing rates with an open and closed billing documents analysis and a cancelled billing
document analysis. Enables sales managers to understand quickly and easily the financial status and overall
effectiveness of the sales organization. Provides the data necessary to proactively address trends, measure customer
retention and revenue shortfalls, and assess future opportunities.
Account Planning:
Helps users perform customer-oriented planning and to monitor goal achievement.
5. Service Analytics
Service Analytics allow service organizations to coordinate operational performance, plans, and predictive intelligence
to optimize operations. Service managers can use organizational resources efficiently and effectively, ensuring that they
obtain the best return on investment in terms of human resources, technology, products, and services. The following
business goals and objectives can be achieved through the implementation of these processes:

• Fewer returns, more efficient process
• Re-deploy labour to higher value-added activities
Service Plan Analysis:
Provides comparisons between planned and actual service data allowing users to track ongoing service performance,
spot variances between planned and actual behaviour, and adjust service plans accordingly.
Service Trend Analysis:
Supports forecasts for the forthcoming year, e.g., to plan finances. Identifies fluctuations in processing volumes that are
linked, for example, to seasonal factors.
Customer Satisfaction and Loyalty Analysis:

Uses a customer survey to determine how satisfied customers are with the products and services offered by the
company and how loyal they are to the company.
Service Performance Analysis:
Provides a balanced view of service figures so that service managers can view them from the financial, internal,
customer, or employee perspective.
Service Workload Analysis:
Gives an overview of current order volumes. Supports predictions of fluctuations in business volumes for the coming
year. Enables users to take measures to plan resources, for example, according to seasonal peaks or to offer customers
special service packages during quiet periods.
Strategic Service Planning:
Allows users to plan and optimize future service business. Enables companies to set clear and realistic objectives in the
form of planning figures for different organization levels and then observe the achievement of these objectives.
Installed Base Analysis:
Shows the monetary business volume of all orders related to an installation during a specific time period. Enables users
to analyze the costs, revenues, and profit generated by an installation. Provides information about the location of
installations and shows the amount of orders for an installation during a specific time period.
Service Profitability Analysis:
Monitors financial trends, identifies unprofitable products, and determines the profitability of individual products.
Identifies successful products, which can then be promoted more actively to customers.
Service Contract Analysis:
Monitors customer satisfaction with services performed under contracts. Identifies contract products with a high net
value and gives an overview of the value and volume of active service contracts. Shows which particular contracts the
service employees are responsible for.
Service Quality Analysis:
Shows the rate of completion on schedule for services with a completion date agreed upon with the customer or with
completion dates determined by service level agreements (SLAs). Gives an overview of delayed and on-schedule
services, taking into account order values. Monitors the punctuality of services. Enables quality analysis in service
organizations. Shows, for example, the number of service-related complaints during a specific time period.
Billing Analysis:
Provides an overview of billing rates using open and closed billing documents analysis and cancelled billing document
analysis
Cost and Revenue Analysis:
Gives a detailed overview of costs and revenues per service organization, per customer, and for service operations.
Analyzes changes in profit and the profit-sales ratio over a specific period to identify any negative financial trends and
take appropriate measures.
Territory Management Analysis:
Offers a controlling instrument that can be used to monitor whether targets are being achieved in different geographic
areas. Allows service organizations to coordinate operational performance, plans, and predictive intelligence to
optimize operations through Service Analytics . Lets service managers use organizational resources efficiently and
effectively, ensuring that they obtain the best return on investment in terms of human resources, technology, products,
and services.
6. Interaction Channel Analytics
Understanding the performance of every channel is essential to optimize resources. Interaction Channel Analytics
identify the characteristics of customers using a particular channel and how well that channel is performing. The
following business goals and objectives can be achieved through the implementation of these processes:
• Extend market share
Web Analytics:
Analyzes customer behaviour in a Web shop based on captured business events. Allows users to determine customer
attraction, conversion rates, and retention rates and to combine this information with data from other customer
touchpoints.
Web Site Monitoring:
Analyzes the technical performance of the Web shop. Maintains a well-functioning Web shop via technical reports
concerning hits, server performance, and response times.
Web Event Capturing:
Captures user interaction in an Internet sales Web shop by means of predefined business events, e.g., login, view item,
add to basket, and place order.
Field Application Analysis:
Provides a set of analyses that help monitor the efficiency of the direct channel. Allows users to focus direct sales
resources on the most valuable customers who contribute most to business success.
Interaction Centre Analytics:
Enables users to review detailed Interaction Centre statistics and agent performance, providing insights into the
effectiveness of call scripts.
Partner and Channel Analytics:
Provides users with detailed information about the performance of indirect sales channels such as dealers and resellers.
Channel Mix Optimization:
Optimizes the channel mix and focuses resources in the different channels on the most valuable customers through
analysis across interaction channels. Addresses customers using the channels that best meet their preferences.
Identifies the characteristics of customers using a particular channel and how well that channel is performing to
optimize resources via Interaction Channel Analytics.
Provides a broad range of analytical content and applications that measure, predict, plan, and optimize customer
relationships with mySAP CRM. Allows users to analyze customer interactions, business processes, and market
opportunities, and then apply the knowledge gained toward improving all customer-focused operations with mySAP
CRM Analytics.
Captures and synchronizes all relevant data in the customer knowledge base and provides state-of-the-art reporting
tools that monitor and measure business performance. Uncovers hidden patterns and deploys this knowledge to
anticipate risks and opportunities in marketing, sales, and service using its predictive capabilities.
Delivers an integrated and flexible planning platform allowing users to set clear goals and coordinate resources to
achieve business objectives. Gives employees the information they need to support decision-making and to provide the
most valuable customers with consistent and personalized services.

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Crm-Sap - Icm PDF

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MARKETING

• Reduced time-to-market & volume

• Improved customer retention and loyalty.

Segment Reduplication: Ensures mutual exclusivity between segments.

Time-Dependent Selection: Creates segments based on dates.

Individual/Group/Organization-Based Segmentation: Segments the customer database based on individuals, groups,

• Development of new markets

Customer Segmentation: Defines the target group for campaigns.

• Increasing Revenue through improved sales lead generation and process.

Automated Qualification: Qualifies leads automatically based on survey results.

Automatic Generation of Follow-Up Activities: Utilizes rules to determine follow-up activities.

• Improving Customer Service - Personalized customer interaction.

1. Sales Planning and Forecasting

• Improving Customer Service - Improve forecast accuracy

Integrated E-Business Planning Platform

Sales Planning Cockpit:

Integrates reporting seamlessly with planning functionality.

Segments the market into territories.

Creates, changes, and deletes territories and their hierarchies.

Integrates territory management into organizational management completely.

Mobile Business Support:

Determines subscriptions for notebook users based on territory assignment automatically.

Reorganizes territories for future planning via time-dependent territory structures.

Sales Analysis by Territory:

Provides a complete picture of the sales business by territory.

Interface to Third-Party Territory Planning Tools:

3. Account and Contact Management

• Improving Customer Service

Account and Contact Person:

Search and List:

Determines and calculates prices, taxes and discounts.

Print Account Overview:

Email and Fax Integration:

• Reducing Operating Costs

Automatic Partner Determination:

Automatic Organizational Data Determination:

Status and Result:

Flags an activity as private and not visible for other users.

To fully utilize this functionality, the following products should be evaluated

Assigns activities to Campaigns.

Creates automatic follow up actions, such as "printing".

Multiple Survey Assignment:

Analyzes activities dedicated to specific business processes.

Customer Care Intensity Analysis:

Activities per Organizational Unit Analysis:

Analyzes distribution of activities per organizational unit.

Activity History Analysis:

Analyzes based on customer-specific historical activities and tasks.

Planned Activities Analysis:

Analyzes planned activities.

Sales Cycle Analysis:

Maintains additional information of the proposed product to the customer.

Individual Sales Cycle:

Automatic Partner Determination:

Automatic Organizational Data Determination:

Determines responsible organizational units automatically according to predefined rules.

Determines and calculates prices, taxes and discounts.

Expected Product Value:

Multiple Survey Assignment:

Defines project milestones (Integration Date Management).

Lead to Opportunity Workflow:

Status and Reason:

Assessment (Survey): Sales Methodology