tcrm10 pesentation
TRANSCRIPT
Modules Presentation
Ahmed Shouman27th, July 2015
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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Introduction to SAP CRM
What is CRM
Is a business strategy that aims to optimize customer interactions in order to maximize the success of the business.
Helps to stay totally connected to your customers.
Helps to create lasting and profitable relationships.
Helps to achieve “One face to the customer”. means independent via which channel the customer is contacting your company he or she should get consistent and actual information.
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Introduction to SAP CRM
SAP CRM Overview
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Introduction to SAP CRM
Company Departments with Customer InteractionSAP CRM provides multiple industry-specific scenarios and customizing options.
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Introduction to SAP CRM
Customer Interactions in Marketing
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Introduction to SAP CRM
Customer Interactions in Sales
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Introduction to SAP CRM
Customer Interactions in Service
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Introduction to SAP CRM
Customer Interaction Channels
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Introduction to SAP CRM
SAP CRM Business Map
The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Business Maps, and Collaborative Maps. It outline specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional enterprises.
SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction (Marketing, Sales, Service, Interaction Center, Field Applications, CRM Web channel, Partner channel Management)
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Introduction to SAP CRM
SAP CRM Solution Overview
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
Basics and Architecture
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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Basics and Architecture
Overview of SAP CRM Architecture
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Basics and Architecture
SAP CRM and Other SAP Systems
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Basics and Architecture
Channel ArchitectureSAP CRM and Internet Applications
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Basics and Architecture
Channel ArchitectureSAP CRM Interaction Center Architecture
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Basics and Architecture
SAP CRM: Data Exchange with Laptops
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Basics and Architecture
Introduction to the CRM WebClient UIThe SAP UI Roadmap
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Basics and Architecture
The main elements of the User Interface are:. Work area title
. Work area toolbar
. Header area
. Assignment blocks
Applications are run with pre-configured roles:. Sales
. Marketing
. Service
. Interaction Center
. Partner Channel Management
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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SAP CRM Marketing
Marketing Plan and Campaign Creation
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SAP CRM Marketing
Marketing Plan and Campaign Creation
Integrating SAP CRM Marketing
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SAP CRM Marketing
Marketing Plan and Campaign Creation
Marketing Element Definitions
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SAP CRM Marketing
Target Group Selection
Data Sources for Segmentation
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SAP CRM Marketing
Campaign Execution
1- Campaign Execution - Channel: E-Mail
2- Personalizing Mail Forms
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SAP CRM Marketing
Profile Sets, Profiles, and Target Groups
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Additional Topics in SAP CRM Marketing
Campaign automation designed to help you to deal with multichannel, multi-wave and real-time campaigns, providing direct reactions to customer responses.
Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.
SAP CRM Marketing
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SAP CRM Marketing
Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products) to increase the brand revenue.
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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SAP CRM Web Channel
SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers.
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SAP CRM Web Channel
E-Selling
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SAP CRM Web Channel
E-ServiceE-Service - Overview
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SAP CRM Web Channel
E-MarketingE-Marketing - Overview
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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SAP CRM Partner Channel Management
Partner Channel Management in SAP CRM - Capabilitiesprovide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers.
Channel Manager can access the Channel Manager Portal, create leads, and dispatch them to partners.
A partner can access the Partner Portal, accept and qualify leads, and start the lead-to-order process.
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SAP CRM Partner Channel Management
Partner Channel Management - Overview
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SAP CRM Partner Channel Management
Roles in SAP CRM Partner Channel Management
• Channel Manager Role is used by the brand owners employees.
• The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners
• Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners products.
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SAP CRM Partner Channel Management
Roles in SAP CRM Partner Channel Management
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SAP CRM Partner Channel Management
• Who can access partner portal ?
• Partner Managers:
• A partner manager is responsible for marketing, sales and service of the brand owners products and services at the partner company.
• Partner Employees:
• A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads.
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SAP CRM Partner Channel Management
• Channel Commerce
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SAP CRM Partner Channel Management
• Channel Marketing Funds
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SAP CRM Partner Channel Management
Channel Marketing Funds - Business Process Overview
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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SAP CRM Sales
• Account & Contact ManagementSales Cycle and Closed-Loop CRM
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SAP CRM Sales
Account & Contact Management• Provides companies with an insight into the entire customer life
cycle
1. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity
2. Multi-Channel Optimization: Gives sales team members ,partners, and customers immediate access to all critical information
3. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information
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SAP CRM Sales
Activity Management
Activities can be divided into interactions and tasks.
Key Activity Management functions of SAP CRM include:
1. Ability to schedule and manage simple and complex tasks
2. Ability to define and access customer activities
3. Seamless integration into all business transactions
4. An activity journal to record, update, and track critical customer information gathered from each customer interaction
5. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes
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SAP CRM Sales
Opportunity ManagementAn opportunity is a recognized possibility for a company.
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SAP CRM Sales
Opportunity Management - Sales Methodology
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SAP CRM Sales
• Quotation and Order Management
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SAP CRM Sales
• Quotation and Order Management - Sales Order
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SAP CRM Sales
• Contract Management
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SAP CRM Sales
• Contract Management
• Elements of contracts include:
1. Authorized Partners
2. Pricing Agreements
3. Deadlines
4. Cancellation
5. Completion Rules
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SAP CRM Sales
Sales Order Scenario in SAP CRM and SAP ERP
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SAP CRM Sales
SAP CRM Partner Channel Management
Introduction to SAP CRM
Basics and Architecture
SAP CRM Marketing
SAP CRM Web Channel
Agenda
SAP CRM Interaction Center
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SAP CRM Interaction Center
• Interaction Center Agent FunctionalitiesInteraction Center: Configuration
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SAP CRM Interaction Center
Telemarketing, Telesales, and Teleservice
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SAP CRM Interaction Center
Knowledge Search
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SAP CRM Interaction Center
• Interaction Center Management: Tasks
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SAP CRM Interaction Center
Interaction Center Management
Interactive Scripting: allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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SAP CRM Service
Installation Management and ObjectsInstallation Management is used to model objects installed for your customer
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SAP CRM Service
• Service Contracts and Service Plans• Service contracts are long-term agreements between companies and
customers. A service contract guarantees customer specific services within specific tolerance
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SAP CRM Service
• Service Order ManagementService Order Processing
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SAP CRM Service
SAP CRM Billing for Service
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SAP CRM Service
SAP CRM Service - Integration into ERP
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SAP CRM Service
Additional Topics in SAP CRM Service(Complaints and Returns Management)
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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SAP CRM Field Applications
• Mobile Sales and Service• Field applications enable sales representatives and service technicians
who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.
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SAP CRM Field Applications
• Mobile Sales with SAP CRM: Overview
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SAP CRM Field Applications
• Mobile Sales for Handhelds
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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SAP CRM Analytics
• Overview of SAP CRM Analytics
The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.
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SAP CRM Analytics
• Analytical Methods
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SAP CRM Analytics
• Analytical Methods
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SAP CRM Analytics
• Analytical Methods
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SAP CRM Analytics
Analytical Methods
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SAP CRM Analytics
• Analysis Scenarios
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Scenarios - Customer Analytics
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Scenarios - Product Analytics
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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SAP CRM Implementation & Operation
SAP Solution Manager
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SAP CRM Implementation & Operation
SAP Solution Manager as a Central Platform
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SAP Solution Manager - Use in Implementation
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SAP CRM Implementation & Operation
Support Process
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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Account Management
Overview of Accounts and Business PartnersBusiness Partners in the Application
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Account Management
Business Partner Categories
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Account Management
Business Partner Relationship Category
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Account Management
• Account Classification Options and Account HierarchiesMarketing Attributes: criteria for differentiating between business partners.
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Account Management
Data Exchange with the SAP ERP System
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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Organizational Management
• Aim of Organizational Management
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Organizational Management
• Organizational Model
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Organizational Management
• Organizational Objects
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Organizational Management
• Functions and Attributes of an Organizational Unit
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Organizational Management
Functions for Sales
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Determination of Organizational Data inTransactions• Determining the Responsible Organizational Unit
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Organizational Management
Account Management
SAP CRM Service
SAP CRM Field Applications
SAP CRM Analytics
SAP CRM Implementation & Operation
Agenda
Product Master
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Product Master
• Product Types
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Product Master
• Examples of Products
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Product Master
• Relationships
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Product Master
Structure of the CRM Product Master
THANK YOU!