Customer Relationship Management

 SAP AG 2001, mySAP SCM – Business View 1

mySAP SCM – Business View 2 .Focus: L’interaction Client Enterprise Face-àFace Canaux Contact (Centre) Clients Internet  SAP AG 2001.

mySAP SCM – Business View 3 . Supply Chain Mgt. comprehend and develop customer relationship Client Billing & A/R Order Mgt. … Customer Interaction Centre Available to Promise Mobile Sales Internet Sales … Order to cash – deliver product or service Build relationship matching individual customer needs with products and services  SAP AG 2001.Gérer le cycle de vie de la relation client Continue to manage and provide value to the relationship Mobile Service Internet Self Service Customer Interaction Centre Mobile Workplace … Campaign Mgt. Marketing Planning Marketing Analysis Internet Marketing … Identify.

mySAP SCM – Business View 4 .CRM: Customer Relationship Management Analytique Mobile A Telephonie Internet O Operationel C Collaboration  SAP AG 2001.

Supply Chain Management  SAP AG 2001. mySAP SCM – Business View 5 .

mySAP SCM – Business View 6 .     Qu’es-ce que SCM ?  SAP AG 2001.

E-Mail Manufacturer Sous-traitant Le Supply Chain Management est devenu un outil facilitant le succès d’un réseau … MS Excel Fournisseur primaire Raw Material  SAP AG 2001. mySAP SCM – Business View 7 .Qu‘es .ce que le SCM ? Client Distributeur Plus que bouger la boite de A vers OEM B! Le Supply Chain Management a évolué vers des outils EDI INTERNET stratégiques supportant l’intégration et la visibilité totale Contract de la demande et de l’offre dans tout l’environnement .

mySAP SCM – Business View 8 .     L’evolution  SAP AG 2001.

mySAP SCM – Business View 9 .Evolution Vertically integrated company Single Company Internal Integration Proprietary systems Inter-Enterprise Co-operation Multiple Strategies Multiple Companies Little Integration Collaborative Business Multiple Companies Openness Integrated business processes Cost reduction and efficiency through integration of business processes Improved effectiveness through cooperation & communication along the supply chain Value creation through Networks The Internet Revolution  SAP AG 2001.

Les « drivers » …  Le client final devient l’unique source de la demande  Les produits et services sont complètement configurable et adaptables  Focus: les compétences « core » La mesure des entreprise: La valeur Total du réseau  SAP AG 2001. mySAP SCM – Business View 10 .

Les contraintes What do you do when you are capacity constrained? Lose Sales Reallocate Production Outsource Work overtime 28% 30% 32% 38% Biggest Problems with Global Manufacturing Supply short falls 18% 24% 36% 38% 40% Forrester Research 2000  SAP AG 2001. mySAP SCM – Business View 11 Poor communication Inaccurate demand forecasting Poor visibility into plant operations 0% 20% Survey of the 50 Largest Manufacturing Companies .

SCM: Les maux d‘aujourd‘hui:  Tier-to-tier demand focus  Batch/annual communication (phone/fax/EDI)  One-to-one information sharing  Unsynchronized planning cycles  Assumption-based planning  SAP AG 2001. mySAP SCM – Business View 12 .

mySAP SCM – Business View 13 .La Solution: Un Réseau Le Réseau: Adaptive Supply Chain Network Transformation! Service Providers Raw Material Suppliers Real-Time Retailers Customer Intermediate Manufacturers/ Distributors Suppliers Manufacturers/ Suppliers Alignment La chaîne aujourd’hui: Séquentiel  SAP AG 2001.

SCM: Le réseau  SAP AG 2001. mySAP SCM – Business View 14 .