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Date: 18 Feb. 12 Time: 19.28

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE FROM SAP Balancing Today's Needs With Future Imperatives More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction whether it's sales, service, or marketing. Unlike other CRM software, the SAP Customer Relationship Management (SAP CRM) application, part of the SAP Business Suite (Integrated enterprise applications delivered with SAP Business Suite software enable enterprises like yours to execute and optimize business and IT strategies. SAP Business Suite enables you to perform essential, industry-specific, and business-support processes with modular solutions that are designed to work with other SAP and non-SAP software. Organizations and departments in all industries can deploy our business applications in a step-wise manner to address specific business challenges on their own timelines and without costly upgrades. Our business applications provide better insight and visibility across organizations, improve operational efficiency and effectiveness, and increase your flexibility to address business change. You can incrementally adapt and tailor SAP Business Suite applications through enhancement packages that alleviate the need for costly and time-consuming upgrades. SAP Business Suite applications increase visibility across departments and business silos - improving your ability to make clear business decisions and eliminating process bottlenecks), not only helps you address your shortterm imperatives to reduce cost and increase your decision-making ability but can also help your company achieve differentiated capabilities in order to compete effectively over the long term SAP has helped best-run companies in more than26 industries to achieve excellence in all aspects of customer relationship management. SAP CRM- Marketing With SAP CRM, marketers gain the essential business insights needed to make intelligent decisions, sharpen their focus on customers to drive demand and increase customer retention, and better manage marketing resources to do more with less. Key SAP CRM marketing capabilities include:
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Marketing resource and brand management Campaign management Segmentation and list management Real-time offer management Loyalty management E-marketing

plan. This integrated application empowers marketers with complete business insights enabling you to make intelligent business decisions and to drive end-to-end marketing processes. web. o o o o o y Segment and list management o o Manage enterprise customer and prospect data without the need for IT support. and execute e-mail marketing campaigns. Accurately manage the marketing budgets and costs. Execute marketing activities through all inbound and outbound interaction channels: direct mail. Align all activities and resources around strategic marketing goals. Leverage online marketing channels to plan. time. Gain insights into customer segments with data visualization features. people. Facilitate collaboration among team members and coordinate marketing activities across the enterprise. fax. Easily perform segmentation using an interactive. o o y Campaign management o Make relevant and personalized real-time offers through inbound marketing channels. e-mail. Increase brand awareness with proper usage and consistency across enterprise and third-party agencies. develop. phone. drag-and-drop interface. Define accurate segments with a consolidated view of all relevant enterprise customer data. SAP CRM supports critical marketing processes. develop. and execute all marketing activities through all customer interaction points. Build customer relationships with dialog marketing that builds on previous interactions to make the follow up interactions more relevant and personalized. Gain visibility and control into your marketing processes. including: y Marketing resource and brand management o Manage and optimize the use of marketing resources including budgets. and assets. and SMS. o o o .FEATURES & FUNCTIONS OF YOUR CRM SYSTEM: MARKETING SOFTWARE SAP CRM provides a central marketing platform that enables organizations to analyze.

and track plan and actual figures. Centrally plan and align all trade activities with the SAP Trade Promotion Managementapplication. o o o y Trade promotion management o Optimize allocated trade funds to best generate sales volumes and to maximize brand awareness. and segment customer base. Process points accruals and redemptions with the scalable loyalty-processing engine. o o o o o y Lead management o o Maintain a single source of all enterprise lead information. points management. Accurately develop sale volume forecasts and financial accruals with downstream performance data. category. and offers using the flexible CRM rules builder. Close the loop on trade claim payments and deductions.y Loyalty management o Create specific loyalty programs by defining customer tier levels. o y Marketing analytics o o o o Understand the effectiveness of marketing activities. distribution. close the loop on trade activities. channels. conditions. prioritization. Extend your lead management process to partner organizations to increase conversion rates. classify. . and partner management capabilities. account. robust point management. tier management. Convert reports and data into actionable insights. and follow-up processes. Automated the entire lead life-cycle process from lead generation. Gain insight into trade promotional effectiveness at multiple planning levels: product. Drive loyalty program membership with membership-handling capabilities. Automate trade settlements and redemption processes with integration to financials. and segments. Evaluate effectiveness of various marketing activities. and card-handling capabilities across multiple channels. Define loyalty rewards program rules. and tactics Use advanced analytical algorithms to cluster.

and retain profitable relationships. execute. and analyze sales operations throughout the sales cycle. targeted messages. Key Marketing Benefits of SAP Customer Relationship Management SAP CRM enables you to: y y y y y y Align marketing resources to support organizational objectives Understand the returns on your marketing spend Accelerate marketing processes with increased visibility and control Drive customer demand with targeted marketing messages Identify and retain high-value customers with customer loyalty programs Establish a standard.o Predict customer behaviors. including: y Sales planning and forecasting . you transform your direct and indirect sales force into a team of knowledgeable and trusted advisors fostering efficient collaboration between sales. providing the knowledge needed to turn insight into action and acquire. marketing. and create more relevant. grow. and service teams to align efforts on fulfilling customer needs. The application helps organizations plan. streamlined marketing process with a central marketing platform SAP-CRM Sales With SAP CRM. find new ways to accelerate buying decisions. SAP CRM supports your key sales processes. uncover new areas of revenue potential. anticipate their needs. and implement new methods to improve sales productivity. Key SAP CRM sales capabilities include: y y y y y y Sales Sales on demand E-commerce Interaction center Partner channel management Real-time offer management SAP CRM helps sales professionals become more efficient and effective.

Monitor the conversion of opportunities into revenue. simulate strategies to push deals through the sales cycle faster.o Enhance performance with coordinated planning and execution of sales activities across all channels. critical relationships. qualify. calendar entries. Improve resource utilization with clear visibility into assignments and availability. monitor. Provide a complete picture of projected revenue and anticipated sales volume over time. and track all critical information about prospects. Place the right resources in the right locations at the right time to optimize team performance. Identify stalled deals. detailed customer profiles. o o o y Opportunity management o o o Track. and the status of all recent interactions at anytime and from any location. Access key contacts. comprehensive view of all information necessary to manage your sales accounts. and partners. Capture. Seamlessly synchronize your e-mail. o o y Territory management o Optimize account coverage and distribution of sales resources across clearly defined territories. . account profiles. contacts. and distribute leads to the most appropriate sales professionals. and scrutinize the quantity and quality of sales opportunities with pipeline performance management. Increase the accuracy of demand plans and sales forecasts. o o y Activity management o Focus the collective energy of your sales team on actions proven to promote profitable business. and activity-driven sales processes. monitor quota attainment. Foster efficient team collaboration with better transparency and coordination of sales activities. o o y Accounts and contacts management o Provide a single. Manage customer visits. customers. and tasks with leading groupware solutions.

and properly allocating resources to meet revenue goals. Generate accurate quotes. and up-to-date pricing regardless of the sales channel. implement. incorporate customer agreements into ongoing customer processes. confirm product availability. Integrate end-to-end business processes to optimize supply chain planning. o y Sales analytics o Monitor the overall health of your business by creating accurate forecasts. effectively managing budgets. o o o y Sales contract management o Develop and manage long-term customer contracts. Key Sales Benefits of SAP Customer Relationship Management SAP CRM enables you to: y y y y y Maximize profitable revenue growth Focus sales resources on productive activity Optimize the value delivered with every customer interaction Streamline end-to-end enterprise sales processes across channels Increase loyalty with consistent. and track orders through to the fulfillment process. o y Sales performance management o Increase revenue and profitability by strategically employing incentive compensation to align the goals of individual sales professionals with those of the organization. accurate. Seamlessly integrate with back-end financial and accounts receivable processes to generate invoices. Develop. process payments. and manage compensation plans to retain and motivate your sales professionals to succeed allowing them to track performance and simulate potential compensation of deals in the pipeline. capture customer orders. Ensure consistent. personalized customer experiences across all touch points . and process claims. and ensure the efficient fulfillment of customer orders. and monitor the sales process from inquiry to completion.y Quotation management and order capture o Guide sales professionals through the product configuration process to ensure that complex product and service recommendations fully meet customer requirements. proactively monitoring pipeline performance. synchronize billing activities. credit returns.

SAP-CRM Service With SAP CRM. Conduct solution-based selling. including standard parts and labor contracts and usage-based contracts. and warranties through an easy-to-use interaction center screen. manage service-level agreements. y Service contract management o Manage service contracts. contracts and service entitlements. service levels. automatically verify entitlement. y Return and depot repair . installed-base marketing campaigns. you can reduce your service costs while enhancing customer satisfaction by streamlining your service operations and delivering exceptional customer service. The application supports the following key business processes: y Sales and marketing for service o o o Develop and execute targeted. Generate and process service contract quotations. and service orders. Key SAP CRM service capabilities include: y y y y y y Service Interaction center Business communication management Real-time offer management Partner channel management E-service SAP CRM reduces your service costs while enhancing customer satisfaction by increasing efficiency and delivering consistent high-quality service. and alert agents when a customer's contract is about to expire. installed base. Support a variety of service contracts. o y Customer service and support o Access information on service histories.

register products and warranties.o Automate the entire return and depot repair process. o y Service analytics o o Identify problems and trends. billing and shipping repaired products to customers. Minimize downtime with planned maintenance service. o y Installation and maintenance o Track customers' installed base of products and their configuration with graphical hierarchical representation. personalized portal for customer support and service over the Web. and cost allocation with native integration to SAP ERP financial capabilities. create service requests. Streamline invoicing. Enable customers to troubleshoot their product issues. o y Warranty and claim management o Manage the entire warranty and claims process. o y Channel service . Coordinate with third-party logistics providers to ensure timely customer credits and avoid unnecessary goodwill allowances. y E-service o Provide a secure. and dispatch service resources to meet service demands using Gantt charts. geo-maps. y Field service management o Organize. Gain additional insights by leveraging solutions from SAP BusinessObjects. o o y Parts logistics and finance o Manage parts inventory and parts procurement with native integration to SAP ERP logistics capabilities. Execute and confirm service orders as well as manage van-stock spare parts with mobile devices. revenue recognition. Predict impact of new product installation for fast and accurate service. plan. including creating the return materials authorization (RMA). and track orders. from return merchandise authorization (RMA) to receipt and inspection. or a powerful optimization engine. and take corrective action if needed. and issuing and tracking loaner units as necessary.

problems. and boost revenue by transforming your contact center into a strategic delivery channel for marketing. execute.o o y Manage and assign external resources to customer services orders. Provide transparency and increase customer satisfaction with service-level management. Enable third-party technicians to receive. sales. including voice. Ensure alignment between IT operations and business priorities through native integration between SAP CRM and SAP ERP. and confirm service orders. Web contacts. text messaging. IT service management o Streamline IT helpdesk operations with ITIL-compliant solution for incident. and analytics. Key SAP CRM features and functions that enable contact center capabilities include: y y y Interaction center Business communications management Marketing . you can maximize customer loyalty. knowledge articles. and so on. and service efforts across all contact channels. reduce costs. o o Key Service Benefits of SAP Customer Relationship Management SAP CRM enables you to: y Improve first-contact resolution with on-the-spot information and resources needed to resolve issues Increase customer retention by providing service employees with the information and tools they need to prevent churn Boost field utilization through optimized resources and easy access to information Drive revenues by offering relevant services and products based on customer insights Reduce returns by enabling customers to solve their problems and by proactively resolving known product defects Provide a consistent user experience across all interaction channels. request for change. and e-mail y y y y y SAP-CRM Contact Center With SAP CRM.

assist with returned materials. handle complaints. including: y Marketing o Seamlessly coordinate all interaction center efforts. answer technical questions. agent scripts. and reporting analytics to ensure the interaction center operates efficiently. problems. service requests. promotions. o y Sales o Help agents drive more qualified leads into the pipeline. sales. and process quotes. Run an accounting interaction center to provide a help desk for financial accounting related issues. changes. capitalize on cross-selling and up-selling opportunities. Implement IT service desks to carry out IT Infrastructure Library (ITIL) compliant incidents. and additional channels. and marketing efforts to maximize customer loyalty. contracts. confirm contract entitlements. personalized services. maintenance. including call lists. and knowledge management. o y Shared service center o Deploy company-wide HR help desks that streamline employee access to information and enable HR professionals to provide consistent. and boost revenue. address customer concerns. y Customer service o Enable interaction center agents to handle large volumes of incoming e-mail in a direct or automated fashion. and even schedule field services. SAP CRM enables key business processes.y y y Sales Service Real-time offer management SAP CRM helps organizations set up an interaction center that serves as a strategic delivery channel for service. and coordinate them with broader marketing activities to ensure a focus on qualified prospects. o o y Interaction center operations and administration . Provide agents with all the information they need to deliver relevant information to prospects. reduce costs. as well as communicate by phone or chat sessions. orders and status information. Organizations can give agents the tools to seamlessly handle inbound or outbound transactions and can give managers role-based access to SAP or third-party administration. Allow agents to research and diagnose problems. make exchanges.

plan. These support both inbound and outbound interactions via voice. alerts and messages. which speeds customer service.o Manage a multichannel interaction center with a role-based interface that enforces business rules and arms agents with scripts. and optimize your interaction centers by analyzing customer interactions. business processes. and act on contact center operations and trends y y y SAP-CRM E-Commerce With SAP CRM. and apply the knowledge gained to improve your customer-focused operations. y Interaction center analytics o Measure. personalized telemarketing campaigns Improve customer service by resolving customer issues during the first call Provide a consistent customer experience across all contact channels Gain insight into. Give managers powerful tools for administering the interaction center. and knowledge management features. you can turn the Internet into a profitable sales and interaction channel while providing consumers and business customers with a personalized online experience and convenient self-services. with your interaction center. and e-mail. Web contacts. and market opportunities. text messaging. Key SAP CRM Web channel capabilities include: y y y y E-marketing E-commerce E-service Web channel analytics . including SAP Business Communications Management and third-party solutions. analyze. o y Multichannel communication o Integrate multichannel communications solutions. Key Contact Center Benefits of SAP Customer Relationship Management SAP CRM enables you to: y y Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted. predict.

including: y E-marketing o o Support demand generation and customer loyalty processes via the Internet. Measure and optimize the success of your Web shop and online content. web auctions. . Personalize your customers' Web experiences with the most relevant and convenient online interactions and information. marketing. you can empower your customers with a personalized Web experience and convenient self-services. and a store locator. personalization. Streamline sales and fulfillment operations with an end-to-end order-to-cash process. helping you strengthen sales and service operations while reducing transaction costs and customer service calls. including quote and order management. o o y Web channel analytics o o o Gain insight into. With SAP CRM. Enable a full range of online selling processes. and act on e-business trends. Plus. analyze. SAP CRM enables a complete range of Web channel processes. sales. campaign execution. from requesting a service visit to logging a complaint or registering a product. Generate additional revenue through a Web-based channel via comprehensive support for catalog management. o y E-commerce o Run business-to-consumer (B2C) or business-to-business (B2B) selling processes on the Internet. managing accounts and payments. the application delivers a fully integrated Web channel platform. and service channel for consumers and businesses. customer segmentation. interactive selling and configuration. and service from a Web perspective. obtaining order tracking information. o o y E-service o Offer your customers an intuitive channel to perform service tasks. and track and use Web behavior to target customers and drive future marketing activities.SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales. content management. pricing and contracts. Enable customers to perform service-related tasks such as checking order status. Perform analysis across the breadth of marketing. and selling via partners. Service complex products that require sophisticated maintenance. and researching and resolving product problems.

change and service asset management. To achieve this transformation. and more. and customer satisfaction. such as incident and problem management. and customer information across all customer touch points Make reliable commitments using a streamlined. IT needs to treat the business it serves as a customer. Key capabilities for IT service include: y y y SAP IT Service Management Interaction center Business communication management Companies everywhere want to transform their IT organizations from mere providers of technology into strategic business partners. SAP ITSM enables key ITIL-compliant IT processes. The integration of such a variety of IT service processes. financial management. personalized e-marketing campaigns Improve customer convenience and control with powerful. pricing. To reduce costs and increase your IT organization's contribution to overall business goals. cost management. fully engaged with the overall organization to satisfy corporate aims. and act on e-business trends to increase competitiveness y y SAP-CRM IT Services With the SAP IT Service Management application (SAP ITSM) in SAP CRM. The SAP IT Service Management application (SAP ITSM) in SAP CRM enables your IT organization to execute and manage IT services in a way that meets business needs while minimizing costs. to properly implementing infrastructure changes to eliminate any negative user impact. IT organizations can streamline their IT service operations. knowledge management.Key Web Channel Benefits of SAP Customer Relationship Management SAP CRM enables you to: y y y y Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted. This requires a steady focus on quality. analyze. end-to-end order-to-cash process Gain insight into. helps reduce costs and increases your IT organization's contribution to the company's overall business goals. intuitive self-services Reduce the cost of sales and support by delivering consistent and accurate product. SAP ITSM enables your organization to leverage: y IT service management processes SAP ITSM supports the business processes that enable you to run every aspect of your service desk operations from managing incidents and problems based on service level agreements. . transparency. combined with the financial management capabilities.

procurement.y Integration with SAP ERP Built-in integration with SAP ERP enables SAP ITSM to offer IT organizations valuable ERP functions. SAP ITSM facilitates adoption of ITIL best practices by IT organizations. the functions can be expanded to support IT service processes.0 application that supports native integration with SAP Solution Manager y y y y . ITIL compliance Verified for compliance with the ITIL version 3 (v3) best practices. such as asset management and accounting. and human resource management. such as IT asset requisition and working-time management. Plus. enabling them to meet evolving business goals. y Key IT Service Benefits of SAP IT Service Management SAP ITSM enables you to: y Streamline service desk operations by enabling IT service agents to track and resolve incidents and problems quickly and easily Manage the financials of IT and make more informed decisions by leveraging native integration with the SAP ERP Financials solution Gain insights into your IT service desk operations with built-in analytics and add-on tools from the SAP BusinessObjects portfolio Satisfy customers and stakeholders by transparently defining and enforcing service level agreements Manage all SAP-related and non-SAP-related IT support services in an easy-to-use Web 2.

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