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


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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.

including B2B (Business-to-Business). and monitor all marketing initiatives. call centres. Target Group Analysis: Analyzes for better understanding of customer segmentation. fax.Real-Time Response Tracking: Allows users to understand campaign effectiveness in real-time. Interactive Scripting: Enables agents in an Interaction Centre environment to ask questions and branch to the next appropriate question. including direct sales. and integrates with financials to measure planned versus actual. Monitors enterprise-wide profitability at the program. audience definitions. Campaign ROI: Reports the true ROI of a campaign by tracking budget versus actuals. organizations.. Enables marketing professionals the ability to design. Marketing Development Funds: Enables brand owners to budget and manage channel marketing funds (including MDF and co-op funds). Associates direct costs and indirect costs with all marketing initiatives. and multimime) and call scripts. and B2B2C Scenarios: Targets multiple levels including customers. based on real-time response tracking capabilities. groups. Call Lists: Generates targeted call lists for the interaction centre. and campaign targeting. Internet. and partner levels. Cost/Financial Reporting: Provides closed loop budgetary and financial reporting capabilities. B2C (Business-to-Consumer). coordinate. Support of B2B. and B2B2C (Business-to-Business-to-Consumer. . indirect channel). Creates targeted. product. 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. like email templates (HTML. Personalized (e)mails: Creates personalized communication pieces. etc. execute. mail. Campaign Outsourcing: Creates lists and other marketing components and sends them to outside agencies such as direct mail houses. Text. B2C. and mobile devices. customer. email. based on customer profiles. Campaign Response Analysis: Provides full closed loop reporting and analysis including response tracking and analysis to ensure the greatest ROI on future campaigns. to determine effectiveness. personalized campaigns across all communication channels. agencies or call centres.

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Improve cash management / minimize borrowing. fully integrated manner. and monitor performance to ensure that actual performance matches objectives. more accurately pay retailers. Re-deploy labour to higher value-added activities) Budgeting: Plans and budgets on a project basis. Improved quality and accuracy) Increasing Revenue (Develop new markets. The following business goals and objectives can be achieved through the implementation of these processes: • • • • Improving Customer Service (Collaborate with business partners. and across customers (customer groups)." Allows users to determine which trade promotions generate more shipment volume. so that corrective action can be taken before overspending or under spending occurs. Extend market share) Lowering Working Capital (Improve collections / reduce receivables. Keeps the sales representative abreast of developments such as marketing campaigns. incremental consumption. promoted items "volume" forecast. accurate view of the budget.g. and monitor performance to ensure that actual performance matches objectives. and profitability. Improve customer retention and loyalty. 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. promoted items "trade spend" commitments. Trade Promotion Management (TPM) Trade Promotion Management (TPM) allows consumer product companies to manage the five-step TPM process in a closed-loop. Strengthen partnerships and account management. Efficient promotion planning and trade spending) Reducing Operating Costs (Reduce administration / improve business processes. Analyzes the incremental profitability of promotions. Maximize profitability by customer. Such capabilities enable company personnel to make more intelligent decisions. Compares spending on trade promotions to sales volume? Subtracts spending from every planned. non-promoted products volume forecast. Scenarios and Simulation: Compares different promotion scenarios per customer. . Evaluates past promotion events and incorporates that information into the planning of future promotions. active. Promotion Management: Provides detailed project management and multiple settlement. Design and Planning: Tracks the design and planning phase using a model and calendar tool (complete promotion calendar). Multiple Models: Uses multiple models to monitor modelling promotions. "Buy One . product launches.4..Get One Free. including creation of pricing conditions. Enables company personnel to make more intelligent decisions. Provides a clear. follow-up tracking. Gain market share. fully integrated manner. more accurately pay retailers. Includes many different elements that are linked together. Efficient campaign planning and management. e. Allows users to reach targeted hot price points at retail and determine if deeper deal discounts generate greater volume. and promotion proposal. and product campaigns. Allows consumer product companies to manage the five-step TPM process in a closed-loop. and completed event from the available funds. Determines whether trade promotions are driving consumer purchases or functioning as a cost of doing business in an attempt to hold retail distribution. Maximizes promotion effectiveness by establishing a disciplined annual trade promotion planning process. and cross-customer campaign monitoring. Tracks how trade promotion impacts profitability in major accounts. sales actions. develop more effective programming. Performance Analysis: Allows flexible aggregation. Improve retention of sales personnel. develop more effective programming.

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Contact Success Analysis. Mass Generation: Provides the ability to generate leads from within marketing campaigns for maximum effectiveness. Automated Qualification: Qualifies leads automatically based on survey results. Address Quality Analysis. freeing up your sales department to focus on the most valuable prospects and opportunities. External List Management Analysis: Tracks and analyzes closed-loop list management including Data Package Sales Success Analysis. . (Personalized) Lead Management Analysis: Analyzes closed-loop lead management including Channel Analysis. Rule-Based Lead Distribution: Utilizes rules for lead distribution and routing. Lost Leads. Multiple Interaction Channels: Manages leads via all interaction channels as well as with partners. • Increasing Revenue through improved sales lead generation and process. Automates the initial presales process. Web-Based Lead Generation: Generates leads with customer self-service interactions via the web. Lead Management Lead Management is designed to automate the initial pre-sales process. Lead Dispatching: Routes leads or lead bundles to the appropriate/responsible person internally or externally. etc. Automatic Lead Qualification: Qualifies leads automatically based on survey results for greater efficiencies. Efficiency Reporting. and Pipeline and Funnel Analysis. Lead Surveys: Generates and qualifies leads automatically from surveys that can be utilized on the Web or Interaction Centre. Historical Analysis. 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. External List Management: Incorporates external marketing lists of leads or prospects easily into the marketing process. Duplicate Analysis. Automatic Generation of Follow-Up Activities: Utilizes rules to determine follow-up activities. Channel Success Analysis. freeing up the sales department to focus on the most valuable prospects and opportunities.5.

6. Top Seller Lists: Offers additional product recommendations based on customer characteristics and product purchasing information. Dynamic Cross Selling: Makes intelligent product recommendations based on rules that are either manual or use CRM Analytics. Cross-sell and up sell capabilities are available to ensure that the most value can be derived from each and every customer interaction. Personalization Personalization enables the right product and offer to be presented to the right person. . • Improving Customer Service .Personalized customer interaction.

Implements combined marketing.Data Mining: Optimizes product recommendations on analytical data-mining results. while increasing the profitability of existing customers. Personalized Web Offers: Presents personalized products/offers to business partners based on product information and customer/BP profile. present the Notebook 17 at $1. Up Selling: Presents personalized up-sell product recommendations based on product details and customer profile information.e. sales. These critical features paint a complete picture of estimated revenues and product quantities over time. images. The following business goals and objectives can be achieved through the implementation of these processes: • Improving Customer Service . etc.000. Flexible Modelling: Offers flexibility to handle complex and fast changing businesses that cope with more dynamic markets. effectively manage tasks. Personalized Mails: Personalizes communication content (paragraphs. Personalized Product Recommendations: Provides personalized product recommendations based on customer profile. if person buys shirt.) based on conditional content for each business partner. Sales Planning and Forecasting Sales Planning and Forecasting provides real-time graphical analysis and reporting of all planning and forecasting information. sales. Dynamic Personalization: Enables companies to personalize customers’ web experiences and content based on predefined rules and customer segments. SALES Sales enables sales organizations to accurately plan and forecast sales activities. 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.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. if a person is interested in the Notebook 15 for $1. Association Analysis: Analytics used to determine like customers and like products that may be purchased. and service planning that revolves around acquiring and retaining the right customers. and promote collaboration in a team-selling environment. Persuades a business partner to purchase a more expensive (or more valuable to the company) product based on products being looked at. i. and service strategies. Links objectives with the annual budget.e.500.. Down Selling: Presents personalized down-sell product recommendations based on product details and customer profile information. Translates company targets into concrete concerted marketing. i. to simplify segmentation and assure quality of segmentation. etc. target cross-selling and up-selling opportunities. rapidly analyze the sales pipeline. text. 1. Prefiltered/Personalized Attribute Lists: Customizes and pre-filters attribute lists for users. .. ensuring accurate plans and forecasts. present ties that might go with the shirt. Business Cockpit: Maintains personalization rules via an easy to use web interface that is targeted to business users. Strategic Planning: Communicates transparent strategies across the entire enterprise.

ensuring accurate plans and forecasts. 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. which are becoming shorter and involve more people. and deletes territories and their hierarchies. distance. number of visits). Paints a complete picture of estimated revenues and product quantities over time.Supply Chain Integration: Ensures forecast accuracy. 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. Monitors the performance with plan/actual comparisons as part of the analysis.Improve sales lead generation and process • Reducing Operating Costs . Provides real-time graphical analysis and reporting of all planning and forecasting information. 2. changes. Provides a market-driven plan that can be integrated with the capacity-driven production plan in the supply chain. Sales Planning Cockpit: Integrates reporting seamlessly with planning functionality. Territory Maintenance: Creates. 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 The following business goals and objectives can be achieved through the implementation of these processes: • Increasing Revenue . Allow several parties to take part in the planning process. products. Assignment Scheduling: .Reduce travel related expense Market Segmentation: Segments the market into territories. Business Content: Offers prefabricated business content and ready-to-run planning scenarios. Planning-Cycle Monitoring: Provides a status and tracking feature for planning cycles. Performance Reviews: Conducts performance reviews with feedback and adjusting strategies where necessary. which is critical to manage global business. revenue.

service requests. marketing attributes. communication data. Account and Contact Management Account and Contact Management enables companies to provide a 360° view on customers and prospects. Helps them understand the status and specific situation with an account/contact person. opportunities. Plans sales targets based on territories. relationships. and goods receiving hours). . Analyzes sales success by territories.g. Provides quick access to information stored in different systems such as SAP R/3. distance. sales planning. activities. or service orders. sales and service contracts. Responsibility Determination: Determines territories in business transactions. Interaction History: Lets employees see all interactions within an account.. Mobile Business Support: Determines subscriptions for notebook users based on territory assignment automatically. Allocates employees to the territories using Organizational Management. and SAP BW. Sales Analysis by Territory: Provides a complete picture of the sales business by territory. or 'My Favorites' based on manual assignment made by the employee. Structures and organizes the market by dividing it into territories according to criteria of choice (such as size. and an overview of critical relationships. logistics. marketing. such as sales orders or activities. lead. Defines territories and creates a territory hierarchy. and track all critical information such as detailed profiles. Fact Sheet: Provides a 360° view of an account. monitor. e. depending on employee. which includes sales. Interface to Third-Party Territory Planning Tools: Imports and exports territory and assignment information to other systems. service. revenue. quotations. Territory/Organizational Mapping: Integrates territory management into organizational management completely. contact person. or by using advanced search by account address. Allows users to 'My Accounts' based on employee responsibility. or search term. activities.Monitors the time-dependent assignment of employees and business partners to territories. SAP CRM. conditions. automatically. list of backorders. products. or number of visits). full interaction history. and list of campaigns running for the account. visiting. 3. and employees. Determines territories within sales processes automatically. city. sales order. credit information. business hours (calling. Territory Reorganization: Reorganizes territories for future planning via time-dependent territory structures. 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. Search and List: Search and list accounts and contact persons by using quick search capabilities such as account name. and financial information such as account sales pipeline. It helps to capture. etc. opportunities.

4. e. Email and Fax Integration: You can compose and send emails and faxes to a contact person. Uses various sources of information to make partner determination possible including business partner master data and organizational data.Activities: Provides overview of all activities related to an account or a contact person. contact person. Automatic Partner Determination: Finds and enters the partners involved in a transaction automatically. which contain data about an interaction with a business partner on a certain date. partners..g. and duplicate check via third party tool. Automatic Organizational Data Determination: . They will be automatically documented in the interaction history.. Pricing: Determines and calculates prices.g. 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. Enterprise Sales/Field Sales. Maintains the address usage and details. postal validation. e. ship-to party. office or private. Relationships: Maintains all types of relationships and partner functions for an account. Creates and changes opportunities quickly for an account selected as a prospect. responsible key account manager. Print Account Overview: Allow sales employees to select the account information content and print the relevant data for their sales visits. Attachments: Attaches unstructured data such as documents or graphics to a transaction. e. changes. which can be exchanged between the different channels.. or displays notes in accounts and contact persons for personal use. Provides services such as tax jurisdiction code determination. etc. and tasks. Addresses: Allows an account to have multiple addresses.g. which contain information about anything that one or more employees need to do by a certain date. The following business goals and objectives can be achieved through the implementation of these processes: • • Reducing Operating Costs Reduce travel related expense Maintains business activities. and enters the others automatically through partner determination. Allows the user to manually one or more partners. Opportunities: Provides overview of all opportunities related to an account or a contact person. Notes: Creates. taxes and discounts. Creates and changes activities quickly for an account selected as activity partner. Maps real-life individual social and business networks. or for correspondence purposes.

according to various criteria. such as "printing". Notes: Creates. Private Activities: Flags an activity as private and not visible for other users.g. e. which can be exchanged between the different channels. Action Management: Creates automatic follow up actions. and vice versa. such as Microsoft Outlook or Lotus Notes via two-way data exchange between Activity Management and groupware. Transfers any appointments or tasks created in Microsoft Outlook or Lotus Notes back to the CRM system. the following products should be evaluated mySAP Customer Relationship Management Campaign Reference: Assigns activities to Campaigns.. or displays notes in accounts and contact persons for personal use.. changes. Allows users to store information on products discussed with or samples given to customers. Status and Result: Uses current status of a document (activity) for tracking result(s) and quality analysis of activities. approving quotations or releasing quotations. or for correspondence purposes.g. Enterprise Sales/Field Sales.. e. for display in the calendar in Activity Management. Follow-Up Documents: Generates follow up documents and leads to next step in document flow processing.g. allowing display and maintenance of the activity journal in both systems. Attachments: Attaches unstructured data such as documents or graphics to a transaction.Determines responsible organizational units automatically according to predefined rules. and lets them appear as appointments in your groupware calendar or tasks in your task list. To fully utilize this functionality. Transfers business activities created in Activity Management containing dates or tasks to Microsoft Outlook or Lotus Notes. or information on customer feedback. Transfers the data entered in the activity journal in field applications to Enterprise CRM. Groupware Integration: Synchronizes a CRM calendar with a groupware calendar.g. Activity Monitor: Enables user to call up lists of all the activities that have been created in the system. Multiple Survey Assignment: . Workflow Management: Processes a sequence of steps automatically by the system. 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. in the pharmaceuticals industry. e. from activity to opportunity.. Tracks the distribution of samples. e.

years. or. Active/Passive Analysis: Analyzes activities dedicated to specific business processes. e. which should drive the opportunity. e. Opportunity Management Opportunity Management gives sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an opportunities history... email. including direct sales. as well as for individual products. Internet. execute. for example. product. call centres. milestones. Activity History Analysis: Analyzes based on customer-specific historical activities and tasks. The following business goals and objectives can be achieved through the implementation of these processes: • • Increasing Revenue Enable cross-sell/up-sell capability You can now Stores planning figures directly in an opportunity. 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. e. market share. both at header and item level. progress.g. Customizes by defining different criteria for the assignment. Activities per Organizational Unit Analysis: Analyzes distribution of activities per organizational unit. sales revenue or number of pieces.. enabling detailed sales revenue planning for the coming weeks.You can Assigns multiple surveys for assessment to the opportunity. Enables marketing professionals the ability to design. Monitors enterprise-wide profitability at the program. Competitors: . mail. Success/Failure Analysis: Tracks and measures all marketing initiatives in order to fine tune future initiatives. if appropriate. depending on organizational data. and sales quantity. and monitor all marketing initiatives. Bases opportunity planning on SAP Strategic Enterprise Planning (SAP SEM) and is fully integrated with SAP Business Warehouse (SAP BW). Creates targeted. status. quarters. number of activities per customer. coordinate. product. months. preceding and subsequent documents for a selected transaction in the form of a list. You Document Flow: Displays interlinkages. Sales Cycle Analysis: Analyzes sales cycles based on the activities made during opportunities. fax. and key decision makers. customer. sales revenue. Customer Care Intensity Analysis: Analyzes dependencies between customer satisfaction rate and activities. Creates planning figures for the complete opportunity. 5. e.. etc. personalized campaigns across all communication channels. and partner levels. and mobile devices.g.g.g. Sales Team: Allows for flexible definition and extension of sales teams. Planned Activities Analysis: Analyzes planned activities.

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. Automatic Partner Determination: Finds and enters the partners involved in a transaction automatically. and configuration. both at header and item level. e. depending on organizational data. and can transfer these competitors’ products with special indicators to the opportunity. Defines different criteria for the assignment. Multiple Survey Assignment: Assigns multiple surveys for assessment to the opportunity.g. which can be exchanged between the different channels. Competitor Products: Allows a sales employee to search for competitors’ products corresponding to his firm’s own products in the opportunity. e. Enterprise Sales/Field Sales. and enters the others automatically through partner determination. the net value of the opportunity and the average value of the products. Pricing: Determines and calculates prices. . Provides an overview of the firm’s own products and of all related competitors’ products in the opportunity for the competitor analysis. Expected Product Value: Provides the expected value of products that the employee hopes to sell once the opportunity has been won... status. Assigns values to the identifying characteristics of the underlying standard product.g. Monitors functions and information at item level.. taxes and discounts. for each product. partners. Works with product categories.g. Follow-Up Documents: Generates follow up documents and leads to next step in document flow processing. Contains details about the products in the opportunity as well as their values. Product Configuration: Compiles a product variant from many variants. etc. Uses various sources of information to make partner determination possible including business partner master data and organizational data. e.Reports on competitors in the opportunity. product. Product Category: Allows user to enter information about several products or service products in an opportunity. conditions. product information. product and competitor information. from activity to opportunity. that is. Allows the user to manually one or more partners. including item details. Automatic Organizational Data Determination: Determines responsible organizational units automatically according to predefined rules. Attachments: Attaches unstructured data such as documents or graphics to a transaction.

which identifies risks proactively. the opinion of your solution and personal value proposition. Opportunity Hierarchies: Enables opportunity hierarchies to break down huge opportunities into smaller. displaying the relationship network. Project Goals Definition: Sales Methodology Records both the customers’ goals and the user’s goals in predefined formulas. Sales Assistant: Sales Methodology Leads the sales employee through a structured sales process. To fully utilize this functionality.Project Milestones: Defines project milestones (Integration Date Management). Calculates the chance of success based on the answers via my SAP CRM. Provides the sales employee with a checklist of recommended activities and tasks that he should execute in this phase. Generates an opportunity automatically for the responsible sales employee when a lead is qualified as hot. Status and Reason: Evaluates the result of an opportunity (won. Integrates opportunities with a project to optimize the structure of sales projects and to assure effective project management. and. Document Flow: Displays interlinkages. easier manageable parts. which helps the sales employee make his decision. Sales Project Management: Carries out professional project and resource management for a sales project via cProject. lost). 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. and supports him in planning his sales activities. by creating and structuring projects in phases. for example. depending on the result. documents and evaluates the reasons in order to achieve a quality analysis of opportunities. Assessment (Survey): Sales Methodology Helps the sales employee to qualify the opportunity via an opportunity assessment questionnaire. which all employees involved in the sales process can access. . a new application in CRM. preceding and subsequent documents for a selected transaction in the form of a list. the following products should be evaluated mySAP Customer Relationship Management . and storing key attributes for each individual. Uses the reason for status of the opportunity at header or item level. Lead to Opportunity Workflow: Delivers workflow with the standard system. e. Buying Centre: Creates an extensive project organization chart by identifying all roles in the decision and each person’s degree of influence. Estimates the chances of winning a sale by weighting the questions individually.g. Allows the sales employee to accept or reject the opportunity or forward it to a colleague..

determine pricing. Quotations: Creates and processes quotations. progress. Reports how much of the estimated sales volume has been won. Win/Loss Analysis: Analyzes the cause of a win or loss. whether the opportunity was won or stopped. 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. Opportunities Results Analysis: Lists the opportunities that have been closed or completed within a certain time period. and displays all the won and lost opportunities. for example. and what the planned closing date is. displays how many opportunities are in which phase. Forecast Reliability Analysis: Provides an important basis for planning the entire sales and future product strategies. Sales Orders: Creates and processes orders. Opportunity Pipeline Analysis: Provides an overview of the current status of the opportunities. and how reliable the sales volume estimations have been. acquire and enter orders. Quotations and Order Management Quotation & Order Management provides capabilities that companies can use to create inquiries and quotations. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • • • • Inquiries: Creates and processes customer requests. check product availability. Can be printed and provides the sales employee with an extensive overview of the current status of the project. 6. track and manage and bill orders. Serves as a basis for presentations or discussions during internal project meetings. milestones. Displays the sales volumes as monthly total values. configure products. as well as the exact reasons for the success or failure. Improving Customer Service Shorten proposal/quotation cycle Increasing Revenue Improve order fill rate Improve RFQ/RFP processes Reducing Operating Costs Reduce order processing costs Reduce transaction costs . and key decision makers. Monitors current and planned business development.Opportunity Plan: Sales Methodology combines all the key information about a sales opportunity. Gives sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an opportunities history. Includes the status of the opportunity so that users can see.

which can be exchanged between the different channels. Enterprise Sales/Field Sales. Offers merchants a form of risk management because an authorized. Workflow Management: Processes a sequence of steps automatically by the system. etc. Allows the user to manually one or more partners. Attachments: Attaches unstructured data such as documents or graphics to a transaction.. Automatic Partner Determination: Finds and enters the partners involved in a transaction automatically. preceding and subsequent documents for a selected transaction in the form of a list. approving quotations or releasing quotations. alerts.g. Product Listing/Exclusion: . Automated Follow-Up Processes: Allows scheduling and starting predefined processes (such as follow-up documents. order is a guarantee of payment. e. quotation and order items in one document. such as credit cards.g.) by means of userdefinable conditions from transaction documents. Defines the data needed to process subsequent functions for each sales transaction type.g. for example. Pricing: Determines and calculates prices. Payment Card Processing: Works with payment cards.. Incompletion Check: Logs all missing data important for further processing. e. and enters the others automatically through partner determination. taxes and discounts. Document Flow: Displays interlinkages. 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.Mixed Documents: Combines inquiry.. Uses various sources of information to make partner determination possible including business partner master data and organizational data. Status Management: Documents the current processing state of the transaction on header and item level. Automatic Organizational Data Determination: Determines responsible organizational units automatically according to predefined rules. Copies payment card information in customer master data in orders and other sales documents. e. Automatic Text Handling: Determines and maintains texts on header and item level.

can be produced or purchased on time. e.. Location Determination Determines alternative locations within rules-based ATP check. Free Goods: Offers free items on the sale of certain other items or to take money off a particular sale to a customer. quotation. quotation. Sourcing: . Enters the individual batch number directly in the sales document. based on predefined conditions for each output type and processing medium. Product Determination: Substitutes products automatically in sales documents during sales order processing according to flexible. Availability Information based on R/3 Displays product availability for items in a sales transaction. based on whether enough stock is available. or automatically transfers it to all follow-up documents. e. 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.Displays a list of products a specific customer is allowed or not allowed to buy. Availability Check: Checks availability with SAP APO and/or SAP R/3 to determine whether a product can be confirmed in a sales order.g. Assigns values to the identifying characteristics of the underlying standard product. 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. and transfers ATP requirements to production or purchasing. Batch Processing: Manages materials in batches throughout the whole sales process. Product Configuration: Compiles a product variant from many variants. predefined rules. e-mails and prints documents. Output Determination: Faxes. Reserves the product in the required quantity. Runs the availability check based on batch numbers.g. Availability Information based on APO Displays product availability for items in a sales transaction. Fulfilment Systems Synchronization: Uploads orders to SAP R/3 for order fulfilment. from the inquiry through to the delivery note.. but products are not reserved and requirements are not transferred to production or purchasing. such as sales confirmations. Sales Document with Structured Products: Enters and explodes an item containing a structured product. but products are not reserved and requirements are not transferred to production or purchasing.

Quotation Item Rejection: Maintains quotation on product item level. from which the customer can decide on an alternative. successfully completed. Alternative Items: Combines quotation items into groups. quotation and order. valid to. 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. Helps the user monitor which products or services are popular and to spot areas where action is required. Displays the average item value for the sales orders concerned. Top Five Quotations: Displays the five quotations with the highest total net value and provides an overview of forthcoming sales revenue. 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. Quotation Tracking Analysis: Provides an overview of all the quotation items for a particular time period. . Copies the data from the quotation into the order. which can be assigned to a quotation item. Quotation Success Rate Analysis: Monitors the proportion of quotations that have been converted into sales orders. which helps the user see which customers are profitable and where there are potential problems. Follow-Up Order: Creates an order as follow-up document to the quotation.Determines the source from which a customer is delivered automatically. Sales Probability: Determines the probability of a sales order being placed. sold-to party or sales organization. Validity Period: Determines the validity dates (valid from. 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. Minimum Order Quantity Check: Checks product level automatically to determine whether a minimum order quantity has been reached. that is. validity period) automatically from the date profile defined for the quotation. Quotation Notification: Gives the user a notification that a valid quotation exists when creating a sales order. Calculates the proportion of the quotation value that is actually sold to the customer. and creates two transaction documents.

Pricing: . Contract Management and Leasing Contract Management allows users to easily and automatically develop. Best-Selling Products: Displays the top ten best-selling products within a certain time period. for example. product categories and hierarchies for determining the range of products that can be released from contracts. 7. Helps users decide which products to offer a customer.Plan/Actual Comparison: Shows the entire set of actual and plan data in sales planning. 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. Performs a typical plan/actual comparison that can then be expanded down to more detailed levels using various free characteristics. . revise and submit contracts tailored for each customer. verify. Automatic Organizational Data Determination: Determines responsible organizational units automatically according to predefined rules. in a Web shop. standard texts) and determines texts automatically. reports. 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. 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. and local accounting rules. Automatic Partner Determination: Finds and enters the partners involved in a transaction automatically. Text Management: Creates texts. parallel valuation according to multiple international accounting standards. Allows the user to manually one or more partners. The solution also addresses all expected international requirements. The following business goals and objectives can be achieved through the implementation of these processes: • • Improving Customer Service Better service levels Value Contracts: Monitors agreements that a customer will order a specific value of releasable products during a specified period. Uses various sources of information to make partner determination possible including business partner master data and organizational data. including multi-language and multi-currency capabilities. Releasable Products: Uses partner/product ranges. manages different text types (notes. Status Management: Documents the current processing state of the transaction on header and item level. Quantity Contracts: Monitors agreements that a customer will order a specific quantity of releasable products during a specified period. and enters the others automatically through partner determination. Leasing and Asset Management (LAM) provides a complete end-to-end solution for all companies that lease out mobile assets.

. Output Determination: Faxes. based on predefined conditions for each output type and processing medium. Cancellation Handling: . such as credit cards. for example. e-mails and prints documents.Determines and calculates prices. etc. Offers merchants a form of risk management because an authorized. Copies payment card information in customer master data in orders and other sales documents. e. Pricing and Product Configuration: Enables customers to configure products with different variants according to their requirements. Enterprise Sales/Field Sales. Authorized Partners: Enables the user to authorize several sold-to parties to release sales orders from a contract. e. 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. taxes and discounts.. Date Management: Configures rules for defining start/end dates and validity periods. which can then be determined automatically.) by means of userdefinable conditions from transaction documents. 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. approving quotations or releasing quotations. e. References to contract so that values and quantities are automatically updated and each contract contains a list of all release orders for individual items. order is a guarantee of payment. alerts. Payment Card Processing: Works with payment cards. which can be exchanged between the different channels. Workflow Management: Processes a sequence of steps automatically by the system. Attachments: Attaches unstructured data such as documents or graphics to a transaction. such as sales confirmations.g. preceding and subsequent documents for a selected transaction in the form of a list. Automated Follow-Up Processes: Allows scheduling and starting predefined processes (such as follow-up documents.g.g.. Monetary Value in Quantity Contracts: Enters a monetary value in quantity contracts that can be used for reporting purposes. Document Flow: Displays interlinkages.

Pricing (Leasing): Allows Flexible Pricing using condition technique and IPC. notice periods. Top Five Contracts: Displays the top five most valuable contracts for a sales organization. which takes the customer through the process of choosing products. one-time tax on the sum of payments and periodically charged tax. Adjusts calculation by customizing and Business Add-ins. Residual Value Calculation (Leasing): Calculates residual value based on residual value curves using different strategies. 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. Financial Simulation (Leasing): Simulates complete payment schedule including back solving functionalities to run "what-if" analysis online. Tax Handling (Leasing): Calculates tax on the leasing contract including one-time tax on the financed amount. Generates follow-up processes when this status is reached. Open Sales Contract Analysis: Displays contracts whose target quantities or values have not been fulfilled. Cancelled Sales Contract Analysis: Displays contracts that have been cancelled by the customer. Completed Sales Contract Analysis: Displays all contracts that have reached their target values or have been rejected. 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). Fulfilment Systems Synchronization: Uploads orders to SAP R/3 for order fulfilment. Financial Mathematic Calculation (Leasing): Supports various instalment methods.Determines cancellation procedures. and then sending the contract to the supplier. . with the cancellation reason. creating a contract inquiry. Analysis of Products in Contracts: Displays best-selling products in contracts. flexible payment plans and effective interest calculation. Collaborative Contract Negotiation: Monitors negotiation of contracts using the Web shop.

Quotation to Contract Conversion (Leasing): Creates lease contracts as follow-up documents for a lease quotation. Allows users to easily and automatically develop. Configuration Templates: . Provides a complete end-to-end solution for all companies that lease out mobile assets via Leasing and Asset Management (LAM). Outline Agreements (Leasing): Creates outline agreements (master agreements) for countries and customers to fix general terms and conditions. parallel valuation according to multiple international accounting standards. 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. Uses all functionalities from CRM contract management. Company executives are given more accurate visibility into cost of sales..g. Allows long-term agreements with customers that enable them to buy products at special conditions such as lower prices or favourable terms of delivery. Offer and Contract Creation (Leasing): Creates lease offerings and contracts in the system. verify. 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. Sales staff is provided with immediate visibility into the compensation potential of their sales pipeline as well as the value of their current performance. 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). text management. Copies all relevant data into the new document automatically. thresholds and parameters for the adjustment. e. Plan Administrators are able to model complex organizational roll-up structures and sophisticated incentive plans by leveraging the flexibility of a robust calculation engine. Partner and Organizational Data Determination (Leasing): Determines partner and organizational data on the lease quotation and contract automatically. 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. Defines frequencies. including multi-language and multi-currency capabilities. revise and submit contracts tailored for each customer via Contract Management. attachments. Status Management (Leasing): Manages status on leasing quotes and contracts on item as well as on header level. and workflow management. The following business goals and objectives can be achieved through the implementation of these processes: • • Increasing Revenue Improve retention of sales personnel Incentive Plan Modelling: Creates and designs an incentive plan that fits companies’ sales goals. and local accounting rules. Addresses all expected international requirements.Periodic Billing (Leasing): Generates periodic invoices according to the payment schedule and complete accounts receivable processing. 8.

Transaction Valuation: Compensates participants correctly based on the transaction volume of the deal. Commission Status Management: Provides the portal iViews with reports and BW content to get information about commission status. including industry category. etc. and flat-rate agreements (allowances). guarantee agreements (draws). standard contracts. and valuation based on transaction attributes. with orders/contracts. product category. Supports direct participant and indirect participant determination. global contracts. such as global contracts. Roll Up Hierarchies/Indirect Participants: Uses organizational structure and hierarchies to compensate indirect participants in deals. Provides sales staff with immediate visibility into the compensation potential of their sales pipeline as well as the value of their current . Contracts and Agreements Handling: Leverages various types of contracts. Allows Plan Administrators to model complex organizational roll-up structures and sophisticated incentive plans by leveraging the flexibility of a robust calculation engine. projecting what-if scenarios in order to plan and optimize commission rules. financials accounts receivable. Results Adjustments: Adapts incentives and bonus awards if results have to be adjusted. Commission Remuneration: Uses calculation rules for transaction-related awards (commissions). Quota Attainment Calculation: Gives an overview of individual quota achievement. performance-related remuneration agreements.Uses configuration templates to support common incentive planning scenarios. Incentive (Bonus) Remuneration: Uses calculation rules for incentive or bonus awards. Provides companies with a tool to rapidly adapt to changes in the business environment by aligning individual and partner goals with corporate sales objectives. and products. Participant Determination: Defines employees that have to be compensated when deals are closed. and third party products. Commission Simulation: Allows compensation planners and/or sales managers to simulate opportunities. Provides system interfaces to human resources payroll. Posting and Settlement: Schedules settlements on a regular basis. Individual Plans: Personalizes incentives and adapts contracts and agreements to individuals. Segment Management: Define area(s) of responsibility.

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. Strategic Service Planning: Provides long range analytical planning of future resource requirement for the anticipated service business. quotation creation and processing. Customer Segmentation: Creates a subdivision or group of customers based on any number of factors including by actual profit. Proactive Services: Performs predefined service procedures once the product or component has reached a particular milestone. etc. Forecasting of those planned services ensures the proper distribution and utilization of a finite number of service resources in delivering customer commitments. target crossselling and up-selling opportunities. by actual and potential profit. Service Plan Simulation: Forecasts service activities based on analytical input. Gives company executives more accurate visibility into cost of sales. and promote collaboration in a team-selling environment via Enterprise Sales SERVICE Service supports all aspects of service order processing within the service organization. . Shares this segmentation information with other areas of the service application to drive processes or decision-making. right through to confirmation and billing of the work performed for the customer. The following business goals and objectives can be achieved through the implementation of these processes: • • • • Improving Customer Service Improve product/service quality Increasing Revenue Develop service offerings Planned Services: Plans services in advance on time-based or counter-based intervals. by revenue. 1. from responding to the customer's initial inquiry. etc. effectively manage tasks. Uses the service forecast to estimate workload and other resource requirements.performance. order creation and assignment to the most appropriate field service representative. Service Plan: Determines when a service should be performed or suggested. Time-based Planning: Forecasts service activities to occur based on a time interval. Enables sales organizations to accurately plan and forecast sales activities. rapidly analyze the sales pipeline. Service Planning and Forecasting Service Planning & Forecasting provides the ability to establish service plans to proactively maintain products for optimal performance. Performance-based Planning: Plans service activities based on specific performance criteria of an installed based asset. and create a consistent revenue stream for the service business. by service products purchased.

Service Parts Forecasting: Provides long term analytical planning of future service parts requirement for the anticipated service business. Enables Follow-up and To Do Items. identifies unprofitable products and determines the profitability of individual products. Product Profitability Analysis: Monitors financial trends. Case History. guaranteeing that organizational commitments are met utilizing the full capabilities and knowledge of the enterprise. Monitors hierarchical links between cases. and retrains of service personnel. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • Increasing Revenue Improve RFQ/RFP processes Reducing Operating Costs Improve asset and maintenance management Improve inventory visibility Case Management: Allows an agent to open. Complaint Processing: Processes follow-up for complaints and tracks multiple reference documents. 2. Creates cases with reference to a particular customer or product and can reference business and office documents. edit. Logs and visualizes all changes to a case. Identifies successful products to promote them more actively to customers. and sub case hierarchies. Engineering Change Management: Integrates ECO (engineering change orders) details for the Product Lifecycle Management (PLM) application for assessment and action within the service environment. plans orders for the new part. service hours. and creates a consistent revenue stream for the service business. Links involved parties and relevant data to the case. Links relevant documents to the case. Monitors disposition of excess or obsolete parts. allowing enterprises to coordinate all activities required to bring a case to closure. Ensures the proper distribution and utilization of a finite number of service resources in delivering customer commitments by forecasting those planned services. and close cases. Service Contracts and Service Level Agreements: Defines the level of service the customer is entitled to. Return Processing: Monitors the receiving and disposition activities that take place to complete the actions generated by a RMA. Enables comparisons between planned and actual service information. including ensured response times. 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. and so on. Planning Accuracy Analysis: Identifies the planning accuracy of service processes. Monitors followup processing steps for one or multiple processors. . The customer's experience can be measured and managed across the entire enterprise. Establishes service plans to proactively maintain products for optimal performance. retrofit or recall planning. Handles multiple note types including user/time stamp. CSS also facilitates sophisticated Case Management functionality to manage complex requests involving several layers of sub cases. 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.

quotation. reservation of required service parts. Problem Resolution: Gives service personnel the tools. . confirmation. repairs. inventory management. warranty check. and Product Lifecycle Management. better control of warranty expenses. and service contract. Provides a graphical representation of the installed base structure to make it easy for service personnel to view installed base components. and loan management. counters.and usagebased warranties. Warranty Pricing and Billing Integration Determines influence on pricing and billing. Service Order and Request Management: Provides service personnel with a tool to create and manage tasks associated with open service requests. warranties. complaints. price determination. Includes return material authorization number. Integrates the installed base into service orders. in-house repair. and key decision makers.In-House Repair: Manages all the in-house activities involved in the return. assign. planning. information. Starts with registering the repair request from the customer and goes right through to billing the customer for the service performed. service contract determination. Repair Order Provides automated check and validation of warranty entitlement. Warranty Management: Allow service representatives to define. Installed Base Management: Manages fielded assets and their respective configurations by customer. location. and financial accounting of repair materials. and check customer and supplier warranties including time. Service Order with Appointment Scheduling: Qualifications Management: Maintains qualifications and skills with their corresponding rankings for Business Partners in the role "Employee". Counters and Meter Readings: Allows for measurements. Extended Warranty Service Products Provides additional warranty entitlement that the customer can purchase. progress. Rule-based Warranty Cost Assignment Determines influence on controlling transfer. Service Order. technical analysis and usage decision. and product type via hierarchy design. milestones. Opportunity Management: Gives service sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an opportunity history. Maintains qualifications and skills for service employees and takes them into consideration during resource planning. and knowledge to resolve customer issues. Warranty Processing for Complaint. system counters or meter readings to be captured and maintained as well as linked to the customer and the installed base asset. Inquiry and Quotation Management: Monitors quotations for service order.

Shows who has authorization to a secure case. damage. Installed Base Analysis: Shows the monetary business volume of all orders referencing to an Installation during a specific time period. in-house repairs and service contracts. Service Contract Analysis: Monitors customer satisfaction with services performed under contracts. etc. or document in Case Relationships Analysis. Monitors the punctuality of services. and monitors expired warranties per Installed Base (IBase) and individual object. installed base. Displays those contracts for which the service employees are responsible. Groups’ cases by superior case. Enables analysis on costs.. Enables user to take measures. tasks. using predefined codes. Service Order Analysis: Gives an overview of current order volumes. Warranty Analysis: Provides information about the amount of products with or without warranty. reason. Provides visibility of cases requiring escalation and the status of the linked activities via Case Escalation Analysis.g. Identifies contract products with a high net value and gives an overview of the value and volume of active service contracts. product. Customer Survey: Provides customers with a tool to give feedback on service performance. Supports predictions about fluctuations in business volumes for the forthcoming year. Quality Analysis: Enables quality analysis in service organizations.Warranty Reclaims Processing Monitors warranty claims from customers to be reclaimed from original manufacturer. Code Catalogs: Qualifies problem. Cross-Sell/Up-Sell: Suggests associated or alternative products through predefined product proposals. Shows the workload of case processors and the status of those cases via Case Work Load Analysis. Case Management Analysis: Supports planning and management functions of the Service Manager and Service Representative. . taking into account order values. to plan resources according to seasonal peaks or offer customers special service packages during quiet periods.. business partner. e. Provides information about the location of Installations and shows the amount of orders for an Installation during a specific time period. for example. business transaction. Cases with sensitive information are restricted to authorized personnel by Sensitive Cases Analysis. 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). it shows the number of service-related complaints during a specific time period. revenues and profit generated by an Installation. Gives an overview of delayed and on-schedule services. Service Quotation Analysis: mySAP CRM provides predefined analyses and reports regarding quotations for service orders.

dispatched. Manages the entire service process from creating and updating service requests and complaints to the scheduling of qualified field personnel for onsite repairs. tool that enables work progress and availability of the service team to be monitored at a glance. Allow human resources (typically field service employees) to fulfil these qualification requirements. planned. and then confirmed for the customer. task duration. 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. Manages these parts as field service employee van stock. during their initial call into the service organization. Resource planners are provided with all key scheduling data within a graphical. 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. Measures and manages the customer's experience across the entire enterprise. 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. Customers can choose the most suitable from a list of available appointments. Facilitates sophisticated Case Management functionality to manage complex requests involving several layers of sub cases. Installed Bases. Workforce Management: Enables labour resources (personnel) to be organized. allowing enterprises to coordinate all activities required to bring a case to closure. and to Business Partners. and optimized in the most effective way. guaranteeing that organizational commitments are met utilizing the full capabilities and knowledge of the enterprise. executed.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. All appointments that are offered take into consideration service representative and customer availability. thus reducing the frequency of conflict situations and the need to escalate. Service Parts Availability: Displays the availability of parts necessary to perform a service assignment. Integration to Third Party Scheduling Engines: . Components. Maintains qualifications and skills for service employees and takes them into consideration during resource planning. and necessary service representative qualifications. Qualification Requirements: Assigns qualification requirements to Products. 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. The following business goals and objectives can be achieved through the implementation of these processes: • • • • Lowering Working Capital Integrated service/repair scheduling Reducing Operating Costs Re-deploy labour to higher value-added activities Qualifications Management: Maintains qualifications and skills with their corresponding rankings for Business Partners in the role "Employee". or locates them within a warehouse to which all field service employees have access.

based on specified scheduling parameters. Allows customer to choose the appointment that most suits them from the list offered. Rejected. Appointment Scheduling: Supports Appointment Scheduling within an Interaction Centre environment. Location Management: . priority. Released.. the colour will change from orange to red. E-mail and fax messages to one or multiple field service employees via a simple mouse click within the Resource Planning Tool..1. Allow field service employees to maintain their own absences and attendances on their laptop or handheld device. 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.. Note: Offers Appointment Scheduling together with ClickSchedule in SAP CRM 3. " e. Appointment Optimization: Optimizes existing appointments manually by the Resource Planner. when the assignment has been confirmed as being completed. Represents the same field service engineer requiring a second visit to the customer site in order to complete an assignment. Accepted. it will change to green. Computer Telephony Integration: Supports Computer Telephony Integration (CTI) within the Resource Planning Tool. Recurring Absences & Attendances: Allows the Resource Planner to maintain a series of absences and attendances. Assignment Status Management: Allows the Resource Planner/Service Representative to maintain a status for each assignment (for example. Allows the Resource Planner to call field service employees via a simple mouse click within the Resource Planning Tool if CTI integration is active. Allow customers to call into a service organization and be offered a number of different appointments that have been determined by a scheduling engine. services type. Displays these tasks in the mobile application. e.Integrates with third-party software via an open BAdI interface. Communicated. With SAP CRM 4. Absences/Attendances Maintenance: Allows the Resource Planner to maintain absences and attendances for his field service employees in the Resource Planning Tool.. Pager/E-mail/Fax Integration: Sends pager. Provides the Resource Planner with a clear overview of the current processing status "at a glance.g. Synchronization with Field Applications: Integrates between the mySAP CRM System and laptop and handheld devices. or scheduling strategy.0 WFM Core is used as the scheduling engine. Links the colour of the assignment bar within the Resource Planning Tool to its processing status. 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. when the start time that was planned has been exceeded and the assignment has still not been accepted. or automatically by the scheduling engine. 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.g.). 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. Defines the time during which the field service employee should arrive at the customer site to perform the service.

confirmation. and financial accounting of repair materials. Takes into consideration service representative and customer availability. Diagrams. 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. reservation of required service parts. Knowledge Optimization/Capacity Planning: Ensures technicians have the necessary knowledge (instructions. service contract determination. etc) for the requirements of a particular assignment. quotation. and loan management. thus reducing the frequency of conflict situations and the need to escalate. and takes this information into consideration during scheduling. Includes return material authorization number. Route Optimization: Determines the best technician according to distance from job or travelling time to job.Determines where technicians are currently located via Geographical Information System (GIS). Allows a customer to choose the most suitable from a list of available appointments. Plans high-cost and high-demand equipment carefully. and employee preferences. Service Order and Request Management: . to avoid bottlenecks and. and necessary service representative qualifications when offering appointments. Starts with registering the repair request from the customer. variables. Eng. technical analysis and usage decision. Tools/Service Parts Optimization: Ensures field service representatives are equipped with the right tools. more efficient process Planned Services: Plans services in advance on time-base or counter-based intervals. warranty check. to reduce costly idle time. planning. 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. 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. In-House Repair: Manages in-house all the activities involved in the return. Enables customer requests for external service to be processed smoothly and efficiently by qualified field service representatives through open solution Resource Planning and Optimization. Bills the customer for services performed. inventory management. and then bill the customer accordingly The following business goals and objectives can be achieved through the implementation of these processes: • • • • • Improving Customer Service Better service levels Complaint management and tracking Lowering Working Capital Fewer returns. task duration. equally. taking available road network and traffic conditions into consideration. price determination. parts and equipment at the right time. during their initial call into the service organization.

Installed Base Management: Manages fielded assets and their respective configurations by customer. Planned/Actual Comparison: . Service Controlling: Offers complete financial integration of service transactions for both revenues and costs. including time. assign. Service Plan: Creates future "planned" service or preventative maintenance activities. and product type through hierarchical design. system counters. Integrates the installed base into service orders. Plans scheduled. Counters & Meter Readings: Allows for measurements. or meter readings to be captured and maintained as well as linked to the customer and the installed base asset. Dedicated Cost Assignment: Cost assignment to different payers. Repair Order Checks and validates warranty entitlement automatically. complaints. and check customer and supplier warranties.Provides service personnel with a tool to create and manage tasks associated with open service requests. Warranty Management: Allows service representatives to define. repairs.and usage-based warranties. counters. Cost Differentiation: Captures and segments costs by source for proper assessments. Warranty Reclaims Processing Allows warranty claims from customers to be reclaimed from original manufacturer. Allow service personnel to view installed base components via the graphical representation of the installed base structure. known. Service Order. 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. Knowledge Management: Allows service representatives to access a consolidated repository of symptoms and solutions using an intuitive search engine. Warranty Processing for Complaint. and then confirmed for the customer. Rule-based Warranty Cost Assignment Determines influence on controlling transfer for better control of warranty expenses. and Product Lifecycle Management. location. Extended Warranty Service Products Allows the customer to purchase additional warranty entitlement. warranties. Warranty Pricing and Billing Integration Determines influence on pricing and billing immediately. or even anticipated servicing requirements and uses them for resource and workload planning.

Code Catalogs (Service Category Codes): Accesses code categories from within the service order. Allows proposals to be selected from the list and automatically creates them as items within the service order. . and cause. External Service Catalog Integration: Accesses external code catalogs from within the service order. Escalation Management: Monitors service order Service Level Agreement (SLA) compliance and triggers predefined escalation procedures. Maintains qualifications and skills for service employees and allows them to be taken into consideration during resource planning. Installed Bases. Inventory Management: Integrates the service parts processes with Inventory Management. Qualification Requirements Assigns qualification requirements to Products. location. Components. Creates a reservation for planned service parts in a service order and updates the assigned stock with the confirmation of used service parts. 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. Service Product Proposal: Displays a list of proposed service products for a reference product once it has been entered within the service order. Provides integration to service parts planning capability. Internal Note/Problem Description: Maintains internal notes and problem descriptions in multiple languages within the service order. and to Business Partners so human resources (typically field service employees) can fulfil these qualification requirements. Service Parts Management: Provides complete logistics capabilities required to manage spare parts in a service environment. based on existing pricing conditions and applicable discounts. Pricing and Discount Management: Calculates prices for services and parts ordered. revenues). Qualifications Management: Maintains qualifications and skills with their corresponding rankings for Business Partners in the role "Employee". Content Management: Manages and distributes service-related content to both in-house and mobile staff.Helps compare planned and actual data (costs. Defines codes for the service order as a whole and for service items. and describes information such as damage description. Cross Sell/Up Sell: Generates predefined product proposals suggesting associated or alternative products.

RMA number. materials used. Refurbishment: Creates a refurbish order for returned or exchanged service parts. travel costs and expenses. Expense Accounting: Adds travel and expense information into the service order confirmation for billing and cost integration. and quantity checks. Service Confirmation: Confirms working times. excess and obsolete. and codes for service assignments. Return Processing: Determines. . which makes the billing process more flexible. return reason recognitions. revising stocking plans. can be taken. Procurement: Integrates the service component to the procurement capabilities to allow for the direct purchase of critical resources. and receipt in SAP R/3. Engineering Change Management: Integrates ECO information into the service processes so that appropriate action such as notifying customers. Billing: Monitors resource-related billing and amount allocation. 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. Allows changes of billing information right before billing.. Employee Qualification Data: 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. tracks and credits returns of products within a service including the features warranty check. costs.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. Serial Number Management: Tracks individual pieces of material based on a unique serial number. etc. 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. retraining staff. etc. Inventory Analysis: Provides detailed information on a multitude of inventory criteria such as inventory turns. triggered with complaints or confirmations in mySAP CRM. Leased Assets: Offers a complete application designed for the unique requirements of the asset leasing business environment.

billing. assigns resources to tasks. tasks and checklists. Lets a team of decision makers approve a phase to complete it. delivery. progress. Documents the processing state of a task by a processing status and by reporting actual values. which the project participant confirms. management. use a single pricing configurator containing all pricing and cost information. Qualifications Management: . and other constraints. which serve as control lists and contain checklist items. and monitors progress. milestones. Project Collaboration Allows users to collaborate with partners. estimating. Allows the decision makers to confirm that the goals in a phase. planning. and then bill the customer accordingly. and key decision makers. have been achieved. Project Planning Sets up and plans consulting projects in terms of phases. and progress). Professional Services Professional Services provides a comprehensive set of capabilities designed for selling. revenues. Project Resource Planning Selects and allocates staff (Resources) to projects automatically based on a matching of the skills required versus the skills available. and evaluation of project-based services. structures and schedules projects and takes account of tasks. Plans. 5. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • Improving Customer Service Better service levels Improve product/service quality Increasing Revenue Develop service offerings Opportunity Management: Gives service sales professionals a 360-degree view into a sales opportunity by providing complete visibility into an opportunity history. Ensures a checklist item is completed before the phase is approved. which are needed in the following phase(s). Links tasks to phases in a project and relates them to a checklist item. Pipeline Analysis Helps sales people to get an insight into their project pipeline. Milestone Planning Plans milestones to achieve a controlled transition between phases and represents them in the application as approval.Planned/Actual Analysis: Enables companies to compare planned and actual project data (costs. and determine quickly and easily if and where a particular part is available. Adds documents to all elements of a project. Project Management: Plans. 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. Structures documents in folders for clarity. schedules and assigns to a responsible person the necessary processing steps within a phase using tasks. Defines and assigns tasks. Confirms the task before the phase is approved. quote and bill for service. Project Documentation Integrates Project management fully into the document management system. Models the milestones using checklist items or tasks. Monitors checklists. interdependencies.

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. time and expense management. 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. Automated Skills Profiling Captures staff skills for use in workforce management decisions. Vacancy Postings: Posts vacant (unstaffed) project positions (roles) on a marketplace. Allow the project role to be staffed with an internal employee or an external business partner. Location Management: Geographical Information System (GIS) makes it possible to determine where service personnel are currently located. 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. and billing. Assigns a status to the tasks and appointments to indicate whether they are firmly booked or only reserved. pricing. Lets Interaction Centre agents use the appointment booking to give customers information on available appointment times. Resource Assignment: Allocates staff to a specific requirement. Task Assignments: Allows for the assignment of specific tasks to specific staff.Maintains qualifications and skills with their corresponding rankings for Business Partners in the role "Employee". Project Role Management: Defines project roles as placeholders for a resource working on the project. and then have the system match the appointments to the available and appropriate staff. Engagement Management: Includes all functions relevant for the execution of projects such as contracts. Resource Search: Searches for specific staff based on variety of criteria. confirm the appointment time. Appointment Booking: Allows presentation of open/available appointments that can be offered to customers. and take this information into consideration during scheduling. . Groupware Integration: Transfers appointments to the groupware as tasks or appointments once a resource is scheduled for a project.

travel expenses. i.. contract-. Time and Expense for Subcontracting: Allows third-party resources to record their times and expenses (e. to assign the source of supply to a requisition. to convert the requisitions to purchase orders. monthly. Uses this data periodically.g. e. Calculates the costs. etc. a statement on the expected result for the customer projects can be obtained at an early stage.g. to release requisitions. Records times order-. defines and sets up service level agreements. Includes functions to inform the purchasing department on required services. and quantities expected to arise from contracts for the incoming orders closed or changed in the current period. and to control the follow-on activities.g. Material Procurement: Provides dedicated processes for the purchasing of materials. Performs costing using assigned orders and structural cost planning. Pricing and Discount Management: Allows user to flexibly define and set-up prices. Allows consultants to record time and expenses with respect to the sales order in the partner system. discounts. taxes.. Backlog/Projects Received Calculation: Determines key figures for incoming order and open order values from contracts assigned to projects. e. Makes use of the network calculation of internal and external work. Replicates projects automatically to SAP R/3 and represented as projects or orders depending on the controlling needs. online or offline on mobile devices for various business processes. to automatically calculate services and procurement planned in activities. to assign the source of supply to a .g. Generates an invoice automatically for the client of the professional service organization based on the recorded data of external consultants. 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 materials with or without material master. Defines service conditions by project as well as by service agreements.e. revenues.. travel expenses) both in the systems of the partner and professional service organization for which they work. e. and sets up predetermined service plans. surcharges. to release requisitions. Time and Expense Management: Enables employees to record their working times and expenses. Evaluates time and labour data as well as total travel costs via exact reporting and analytical exception monitoring. 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. Allows external consultants in the professional services organization system to record time and expenses with respect to the project they are working on. Displays financial data in SAP R/3 in the corresponding project in the CRM system. to create a resource-related billing of the partner to the professional services organization Approval Workflows: Enables companies to easily define approval processes. or project-related. for recorded times and expenses or for the release of project phases. Contract Management: Defines and sets up service conditions or long term service agreements. Passes information to payroll and controlling automatically..Financial Integration: Integrates projects in the SAP CRM system to mySAP Financials. Tracks commitments and costs for project-related service procurement on the project.

but does not depend on resource consumption. and allows pre-invoices for management review. summarizes. Fixed Price Project Billing Allows billing with a price that can be determined flexibly. Provides a comprehensive set of capabilities designed for selling. Reports exceptions. planning.requisition. Billing: Resource-related Project Billing Allows billing according to amounts or quantities consumed. Project Profitability Analysis: Helps companies to analyze project profitability. Supports all aspects of service order processing within the service organization. quotation creation and processing. management. Allocates procurement costs automatically to the project and analyzes them together with internal costs. Workforce Analysis: Allows specific analytics designed for the comprehensive review and assessment of Workforce issues. valuates. revenues. and creates a billing document for times and expenses that are delivered by one company code for another company code. ANALYTICS . Determines whether the projects or services support the strategies of the company. Planned/Actual Comparison: Helps companies to compare planned and actual project data (costs.. billing. Generates client invoices automatically on a regular basis. and evaluation of project-based services. Intercompany Billing Uses Intercompany Billing when a project is staffed with resources from different company codes. delivery. Determine costs of sales and sales revenues to accounting needs through flexible valuation methods. e. Tracks commitments and costs for project-related material procurement on the project. right through to confirmation and billing of the work performed for the customer. Product Procurement Cost Reporting: Helps companies to get an insight into project-related procurement costs. Revenue Recognition: Separates revenue recognition from billing. Costs and Revenue Analysis: Helps companies to get an overview of costs and revenues of project-related activities. recognizes revenue when services are delivered independently of invoicing/collections via results analysis functions.g. progress). to convert the requisitions to purchase orders. Work in Process Calculation: Determines the value of work in process (WIP) via results analysis functions. Project Portfolio Analysis: Helps companies gain strategic insight into deliverable work. and to control the follow-on activities. Collects. from responding to the customer's initial inquiry. estimating. order creation and assignment to the most appropriate field service representative.

Reduces for the long term the likelihood to churn among valuable customers in particular and increase customer retention. 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. 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. Customer Migration Analysis: Tracks the changing behaviour of customers and monitors the changes in customer segments. Customer Profitability Analysis: Calculates customer profitability as the difference between revenue and costs. Customer Behaviour Modelling with Data Mining: Allows users to observe customer behaviour and identify relevant patterns and trends. 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. . plan. Companies can understand the true value of their customers and gain insights to understand customer behaviour. sales. Automated Customer Segmentation: Helps determine homogeneous customer segments from large amounts of customer data. product costs. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • Improving Customer Service Personalized customer interaction Increasing Revenue 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. Performs detailed customer contribution margin analysis including different revenue types. and then apply the knowledge gained toward improving all your customer-focused operations. Most importantly.MySAP CRM provides a broad range of analytical content and applications that empower you to measure. you can analyze customer interactions. What's more. Retention/Churn Management: Helps users analyze. and optimize your customer relationships. costs to serve. mySAP CRM delivers an integrated and flexible planning platform so you can set clear goals and coordinate resources to achieve your business objectives. Users can then apply this information to create predictive models that help anticipate future trends and proactively grow and retain the most profitable customers. predict. With mySAP CRM Analytics. and market opportunities. predict. and cost to retain in order to produce a more coherent picture. and service. costs to acquire. business processes. Uses the data mining method Clustering to group together into customer segments all customers sharing the same profile. 1. Customer Analytics Customer Analytics provide companies with a comprehensive view of their customers. and influence the churn behaviour of your customers. The predictive capabilities help you uncover hidden patterns and then deploy this knowledge to anticipate risks and opportunities in marketing. understand.

2. predict the future development of this customer segment. Allows companies to understand the true value of their customers and gain insights to understand customer behaviour. and base investment decisions on such predictions. It is also important to understand which products are selling profitably. Customer Scoring: Combines multiple aspects of your customer into a coherent evaluation. 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. which enables someone. Real-time Analytics: Provides personalized offers to customers that best meet their needs. Product Analytics identify the products and attributes that customers prefer. Product Analytics Delivering the right product is essential in today’s market. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • • • • Improving Customer Service Improve product/service quality Increasing Revenue Develop service offerings Reduce time-to-market & volume Gain market share Reducing Operating Costs Reduce product returns Bestseller Lists: Uses best-seller lists to gain an overview of best-selling products. Customer Portfolio Optimization: Uses graphical displays to assist users in the analysis of the customers making up your customer portfolio. to quickly understand the meaning of this customer for business success. Considers aspects such as share of wallet. 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. and manages the portfolio accordingly. customer attractiveness. e. Allows users to draw conclusions.. or customer satisfaction. Provides companies with a comprehensive view of their customers. Product Analytics can even enable companies to understand products that sell together in order to increase share of wallet. 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.g. . 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. in the interaction centre. Customer Fact Sheet: Combines all relevant insights employees need to know when they talk to a customer.Customer Lifetime Value Analysis: Determines for a given customer segment how the customer base and profitability have developed over time.

structure. campaign plans. and campaign targeting. Marketing Plan Analysis: Tracks and measures all marketing initiatives in order to fine tune future initiatives. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • • Increasing Revenue 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. competitors. and campaign targeting. Reduces planning costs. Marketing Planning: Combines and coordinates all initiatives and resources across the organization to condense planning and development cycles. products. trends. Marketing Analytics Marketing Analytics help marketing professionals understand how well their programs and campaigns are performing.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. Performs campaign budgetary analysis and reporting to ensure continuous enhancement of the effectiveness of plans. profitability. market channels. segments. Achieves transparency concerning all relevant revenue and cost components of your products. Quickly gather and analyze data on customers. territories. sales. third-party market data. Marketing professionals also get the information they need to understand customer preferences. Response Modelling and Analysis: . audience definitions. Plan. and campaign effectiveness. audience definitions. Product Profitability Analysis: Provides a comprehensive and multidimensional contribution margin analysis. and competitive activity using built-in analytical functions from mySAP Business Intelligence. and more. Campaign Planning and Forecasting: Enables users to understand past and current campaigns. 3. while ensuring that this streamlined process still adheres closely to the Business Process. Advanced tools enable you analyze customers. with a view to determining and enhancing the effectiveness of segmentation. as your plans become reality. Identifies the products and attributes that customers prefer and which products are selling profitably. monitor actual performance. Enables companies to understand products that sell together in order to increase share of wallet. to determine effectiveness. Customer Profiling and Segmentation: Allows a better understanding of customer segmentation. Target Group Analysis: Allows better understanding of customer segmentation. and demographic information for proper segmentation. Then. and budget your marketing plans down to the last detail.

Analyzes customers. trends. structures. territories. Gives marketing professionals the information they need to understand customer preferences. efficiency reporting. third-party market data. Plans. open activities per customer. using advanced tools. and budgets marketing plans down to the last detail. Campaign Monitoring: Validates. competitors. available during and after execution. and more. 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. channel. active/passive analysis. Helps marketing professionals understand how well programs and campaigns are performing. Campaign Optimization: Utilizes campaign simulation to understand campaign ROI and effectiveness. External List Analysis: Allows full understanding of rented/purchased prospect lists. products. Monitors actual performance. lost leads. measures. Marketing Effectiveness Analysis: Allows users to gain an understanding of the effectiveness of the marketing process. and pipeline and funnel analysis. profitability. and offer/product. financials. segments. Survey Analysis: Provides survey result analysis and response analysis for exploring survey effectiveness. prior to campaign execution. Includes success/failure analysis. sales. market channels. Lead Analysis: Analyzes closed-loop lead management including channel analysis. Campaign Profitability Analysis: Analyzes and reports on campaign ROI and profitability. customer segment.Analyzes campaign responses by campaign. planning. and initiatives. historical analysis. Contact Analysis: . and distribution of activities across organizational units. Gathers and analyzes data on customers. and competitive activity quickly using built-in analytical functions from mySAP Business Intelligence. Campaign Simulation: Utilizes campaign simulation to understand campaign ROI and effectiveness. prior to campaign execution. and allows refinement of campaigns to maximize effectiveness through monitoring analysis. and demographic information for proper segmentation. Campaign Success Analysis: Tracks and measures all initiatives and responses via closed-loop campaign measurement analysis. 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. intensity of customer care. to target the optimum audience.

internal. opportunities and resulting sales orders for geographical regions. and distribution of activities across organizational units. which is compared with sales targets. 4. Sales Pipeline Analysis: Monitors current business development and expected sales revenue by analyzing open sales documents. customer.Provides a complete picture on outbound as well as inbound contacts. spot variances between planned and actual behaviour. . Sales Performance Analysis: Provides a balanced view of sales figures so that sales managers can view them from the financial. Includes a success/failure analysis. and adjust sales plans accordingly. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • • • • Improving Customer Service Improve forecast accuracy Shorten proposal/quotation cycle Increasing Revenue Improve order fill rate Reducing Operating Costs Reduce order processing costs Reduce transaction costs Sales Planning and Forecasting: Provides comparisons between planned and actual sales data to track ongoing sales performance. active/passive analysis. Feeds the information back into the sales cycle by using the results to discover which customers to target in subsequent marketing campaigns. Contributes to a bottom-up sales plan. progress towards opportunity completion. Opportunity Analysis: Offers a specific set of analyses that look at opportunities in detail. Sales Analytics Sales Analytics enable sales managers to quickly and easily understand the financial status and overall effectiveness of the sales organization. for example. open activities per customer. A Opportunity Planning: Helps users estimate and evaluate the success of your opportunities in sales. Sales Funnel Analysis: Monitors current business development and expected sales revenue by analyzing open sales documents. and opportunity success. such as opportunities or quotations. Activity Analysis: Provides analysis for monitoring the quantity and success rate of activities that the sales team undertakes. or employee perspective. and assess future opportunities. intensity of customer care. It helps to obtain the data necessary to proactively address trends. measure customer retention and revenue shortfalls. Sales Analysis with Geographical Information System: Provides a geographic depiction of sales pipelines so that users can view activities. Monitors expected revenues. such as opportunities or quotations. the opportunity pipeline.

ensuring that they obtain the best return on investment in terms of human resources. Billing Analysis: Provides an overview of billing rates with an open and closed billing documents analysis and a cancelled billing document analysis. backorders. expected and actual revenues. spot variances between planned and actual behaviour. to plan finances. technology. for example. and services.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. Identifies fluctuations in processing volumes that are linked. and adjust service plans accordingly. expected and actual revenues. e. to seasonal factors. plans. Service Trend Analysis: Supports forecasts for the forthcoming year. The following business goals and objectives can be achieved through the implementation of these processes: • • • • • • • • • Improving Customer Service Better service levels Improve product/service quality Increasing Revenue Develop service offerings Lowering Working Capital Fewer returns. more efficient process Reducing Operating Costs 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. or the top n most valuable documents. Account Planning: Helps users perform customer-oriented planning and to monitor goal achievement. including analyses for tracking critical contracts. 5. Service Analytics Service Analytics allow service organizations to coordinate operational performance. including analyses for tracking the status of sales documents.g. 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. products. Sales Planning by Territory: Provides a specific planning application for territory planning as part of SAP's multidimensional planning solution. measure customer retention and revenue shortfalls. Customer Satisfaction and Loyalty Analysis: . and predictive intelligence to optimize operations. and assess future opportunities. 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). Sales Analysis by Territory: Provides a complete picture on sales business by territory.. or the top n most valuable sales contracts. Service managers can use organizational resources efficiently and effectively.

plans. for example. Installed Base Analysis: Shows the monetary business volume of all orders related to an installation during a specific time period. Monitors the punctuality of services. Analyzes changes in profit and the profit-sales ratio over a specific period to identify any negative financial trends and take appropriate measures. customer. internal. Enables quality analysis in service organizations. Enables users to take measures to plan resources. 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. ensuring that they obtain the best return on investment in terms of human resources. per customer. Gives an overview of delayed and on-schedule services. Provides information about the location of installations and shows the amount of orders for an installation during a specific time period. . Identifies contract products with a high net value and gives an overview of the value and volume of active service contracts. Shows.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. Lets service managers use organizational resources efficiently and effectively. Identifies successful products. or employee perspective. and for service operations. and profit generated by an installation. identifies unprofitable products. products. Enables users to analyze the costs. and predictive intelligence to optimize operations through Service Analytics . Service Profitability Analysis: Monitors financial trends. which can then be promoted more actively to customers. the number of service-related complaints during a specific time period. Service Performance Analysis: Provides a balanced view of service figures so that service managers can view them from the financial. Shows which particular contracts the service employees are responsible for. revenues. Service Workload Analysis: Gives an overview of current order volumes. Strategic Service Planning: Allows users to plan and optimize future service business. Territory Management Analysis: Offers a controlling instrument that can be used to monitor whether targets are being achieved in different geographic areas. and determines the profitability of individual products. 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). 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. Allows service organizations to coordinate operational performance. for example. taking into account order values. and services. Supports predictions of fluctuations in business volumes for the coming year. according to seasonal peaks or to offer customers special service packages during quiet periods. Service Contract Analysis: Monitors customer satisfaction with services performed under contracts. technology.

Interaction Channel Analytics Understanding the performance of every channel is essential to optimize resources. . Identifies the characteristics of customers using a particular channel and how well that channel is performing to optimize resources via Interaction Channel Analytics. Field Application Analysis: Provides a set of analyses that help monitor the efficiency of the direct channel. login. view item. Allows users to analyze customer interactions. and retention rates and to combine this information with data from other customer touchpoints. Addresses customers using the channels that best meet their preferences. Web Site Monitoring: Analyzes the technical performance of the Web shop. Allows users to focus direct sales resources on the most valuable customers who contribute most to business success. and then apply the knowledge gained toward improving all customer-focused operations with mySAP CRM Analytics. plan. Partner and Channel Analytics: Provides users with detailed information about the performance of indirect sales channels such as dealers and resellers. and optimize customer relationships with mySAP CRM. and response times. and service using its predictive capabilities. predict.6. and market opportunities.. business processes. e. Allows users to determine customer attraction. Interaction Channel Analytics identify the characteristics of customers using a particular channel and how well that channel is performing. 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. Gives employees the information they need to support decision-making and to provide the most valuable customers with consistent and personalized services. server performance. Interaction Centre Analytics: Enables users to review detailed Interaction Centre statistics and agent performance. providing insights into the effectiveness of call scripts. Maintains a well-functioning Web shop via technical reports concerning hits. Provides a broad range of analytical content and applications that measure. Uncovers hidden patterns and deploys this knowledge to anticipate risks and opportunities in marketing.g. add to basket. Channel Mix Optimization: Optimizes the channel mix and focuses resources in the different channels on the most valuable customers through analysis across interaction channels. Delivers an integrated and flexible planning platform allowing users to set clear goals and coordinate resources to achieve business objectives. Web Event Capturing: Captures user interaction in an Internet sales Web shop by means of predefined business events. conversion rates. sales. and place order. The following business goals and objectives can be achieved through the implementation of these processes: • • Increasing Revenue Extend market share Web Analytics: Analyzes customer behaviour in a Web shop based on captured business events.