SAP CRM 7 Overview

SAPCRMOverviewSAPCRM7.0©SAP2008/SAPCRMInteractionCenterOverview,Page21.BusinessEnvironmentandSAP’sApproach2.SAPCRMataGlance3.SalesCapabilities4.MarketingCapabilities5.ServiceCapabilities6.InteractionCenter7.PartnerChannelManagement8.WebChannelAgenda©SAP2008/SAPCRMInteractionCenterOverview,Page3CustomerToday’sCustomersAreEmpoweredLikeNeverBeforePlentyofchoicesDemocratizationofinformationPricetransparencySocialnetworkingandcommunitiesShiftinnegotiationpowerfromVendorstoCustomersEvolutionfrom‘RelationshipManagement’to‘TotalExperienceManagement’NewcommunicationsandinteractionchannelstomanageontopoftraditionalonesGreaterneedsforadaptabilityandresponsivenessImplications©SAP2008/SAPCRMInteractionCenterOverview,Page4ExecutivesAreFacedWithHighlyVolatileEconomicConditionsandHavetoActQuicklyFTSE%38DJIA%35CAC40%42HANSENG%39HANSENG%39DJIA%35FTSE%38HANSENG%39DJIAFTSEVPofSalesImmediately:CapturemaximumrevenuefromcurrentopportunitiesandreducecostofsalesLongtermObjective:GrowrevenueandmarketshareVPofMarketingImmediately:Rapidlydevelopcompellingoffers/pricingandlaunchtomarketLongtermObjective:IncreasemarketshareandmindshareVPofServiceImmediately:Reducecostofservice,revenueleakageandretainhighvaluecustomersLongtermObjective:TransformfromacosttoaprofitcenterCEO’sMandateMitigaterevenueandprofitabilityriskRapidlyreduceoperatingcostsSurviveandemergeasaleaderinthelong-runKeysuccessfactorstosuccessfullymanagecustomerexpectationsCoreCompetenciesSensecustomerandmarketsentiment(communities,sales,returns,satisfaction,etc.)DevelopcomprehensivecustomerinsightCreateoptimaloffersEnableconsistentmulti-channelexecutionDeliversuperiorcustomerserviceSeekandinfluenceongoingcustomerengagement(communities,blogs,etc.)CustomerDeliveredthroughanevolutionaryandflexibleapproachwithquicktimetovalueCapitalizingonthevalueofaholisticapproachIncrementalValue(easytoreplicate)StrategicValue(hardtoreplicate)LowHighLowHighRelativeValueBusinessMaturityValueGapOpportunityManagementAvailabletoPromiseDealNegotiationPlannedSupply/DemandResponsiveNetworksEnd-to-EndProcessDrivenPlatformFlexibilityforeasyadaptationModular,plug-and-playGreaterresponsivenessTacticalandSiloedSolutionsVeryexpensivetobuildN:NintegrationsResourceintensiveandhighcostSlowtochangeandadapt©SAP2008/SAPCRMInteractionCenterOverview,Page71.BusinessEnvironmentandSAP’sApproach2.SAPCRMataGlance3.SalesCapabilities4.MarketingCapabilities5.ServiceCapabilities6.InteractionCenter7.PartnerChannelManagement8.WebChannelAgendaSERVICEMARKETINGSALESMobilePoweredbySAPNetWeaver®End-to-end,Industry-specificProcessesANALYTICSWebChannelInteractionCenterPartnerChannelCUSTOMERSAP’scomprehensiveCRMsolutionSAPCRM–GlobalMarketMomentumMostRapidAdoption:Over1,000shipmentsofCRM2007,45%Increase500+implementationprojects;100+livecustomersHighestQuality:Endoframp-up2monthsaheadoftimeFastestImplementation:“WeupgradedtoSAPCRM2007in8weeks.”EasiestToUse:“Oursalesrepsraveabouttheimprovedease-of-useoftheSAPCRM2007solution”VibrantOnlineCommunity(CRM@BPX):100,000contributionsinCRMdiscussionforums““AsfarasSAP[CRM]goes,they'verevitalizedthemselves…itseemsunanimous…thechangeisdeepandreal”PaulGreenbergThenewSAPCRMisexperiencingrapidmomentuminthemarketsgloballyForresterWave:EnterpriseCRMSuites“…SAPhassteadilybuiltoutcomprehensivefunctionalityfocusedonimprovingusabilityanddeepeningsupportforstrategicbusinessprocessesaspartoftheSAPBusinessSuite.WiththereleaseofSAPCRM2007,thevendoroffersaproductthatisstrongacrosstheboardforsales,marketing,partnerchannelmanagement,customerservice,andanalytics…““Oracle’sSiebelandSAPCRMstillofferthemostcompletesolutionswithbetterusability.Duringthepastthreeyears,SAPhasworkedsteadilytofilloutitsCRMoffering,resultinginend-to-endprocessintegrationsupportthatnolongercomesattheexpenseofmissingCRMfunctionality.”©SAP2008/SAPCRMInteractionCenterOverview,Page111.BusinessEnvironmentandSAP’sApproach2.SAPCRMataGlance3.SalesCapabilities4.MarketingCapabilities5.ServiceCapabilities6.InteractionCenter7.PartnerChannelManagement8.WebChannelAgendaSalesProfessionalsEconomicconcernsareaffectingbusinessactivityEmpoweredcustomershavehigherexpectationsandexpectmorefromsalesprofessionalsOnly5%ofthecompanieshaveachieved360ºviewofcustomerwhile,over60%believethatitisimportant“Improvingcustomerrelationships:Anintegratedapproach.”-TheEconomistIntelligenceUnit,2007CapitalizeandrespondtorevenueopportunitiesIncreaseagilityduringtimesofeconomicvolatilityAdapttohighlydynamiccompetitivelandscapesLeveragingcustomerinsighttoanticipateandshapecustomerdemandImprovetransparencyandaccountabilitySignificantlyreduceoperatingcostsandoptimizesaleseffectiveness©SAP2008/SAPCRMWebChannelOverview,Page13©SAP2008/Page13SalesTrendsandChallengesSalesexecutivesexpectbothgrowthandcostcontroltomaintainacompetitiveedge%ofsurveyrespondentsTopBusinessObjectivesforSales:2008Source:CSOInsights'2008SalesPerformanceOptimizationstudyTopSolution“Needs”DrivingGrowthacrossmultiplechannelsIdentifyopportunitiesfasterIncreaseup-sellandcross-sellininstallbaseImp