TCRM10 Pesentation

Modules Presentation

Ahmed Shouman27th, July 2015

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picture in the title

ENTERPRISE CONSULTANCY SERVICES - Slide 2

SAP CRM Sales

SAP CRM Partner Channel Management

Introduction to SAP CRM

Basics and Architecture

SAP CRM Web Channel

Agenda

SAP CRM Interaction Center

Organizational Management

Account Management

SAP CRM Service

SAP CRM Field Applications

SAP CRM Analytics

SAP CRM Implementation & Operation

Agenda

Product Master

SAP CRM Sales

SAP CRM Web Channel

Agenda

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.

SAP CRM Overview

Company Departments with Customer InteractionSAP CRM provides multiple industry-specific scenarios and customizing options.

Customer Interactions in Marketing

Customer Interactions in Sales

Customer Interactions in Service

Customer Interaction Channels

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)

SAP CRM Solution Overview

SAP CRM Sales

SAP CRM Web Channel

Agenda

Overview of SAP CRM Architecture

SAP CRM and Other SAP Systems

Channel ArchitectureSAP CRM and Internet Applications

Channel ArchitectureSAP CRM Interaction Center Architecture

SAP CRM: Data Exchange with Laptops

Introduction to the CRM WebClient UIThe SAP UI Roadmap

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

SAP CRM Sales

SAP CRM Marketing

SAP CRM Web Channel

Agenda

SAP CRM Marketing

Marketing Plan and Campaign Creation

SAP CRM Marketing

Integrating SAP CRM Marketing

SAP CRM Marketing

Marketing Element Definitions

SAP CRM Marketing

Target Group Selection

Data Sources for Segmentation

SAP CRM Marketing

Campaign Execution

1- Campaign Execution - Channel: E-Mail

2- Personalizing Mail Forms

SAP CRM Marketing

Profile Sets, Profiles, and Target Groups

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

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.

SAP CRM Sales

SAP CRM Marketing

SAP CRM Web Channel

Agenda

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.

SAP CRM Web Channel

E-Selling

SAP CRM Web Channel

E-ServiceE-Service - Overview

SAP CRM Web Channel

E-MarketingE-Marketing - Overview

SAP CRM Sales

SAP CRM Marketing

SAP CRM Web Channel

Agenda

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.

Partner Channel Management - Overview

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.

Roles in 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.

• Channel Commerce

• Channel Marketing Funds

Channel Marketing Funds - Business Process Overview

SAP CRM Sales

SAP CRM Marketing

SAP CRM Web Channel

Agenda

SAP CRM Sales

• Account & Contact ManagementSales Cycle and Closed-Loop CRM

SAP CRM Sales

Account & Contact Management• Provides companies with an insight into the entire customer life

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

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

SAP CRM Sales

Opportunity ManagementAn opportunity is a recognized possibility for a company.

SAP CRM Sales

Opportunity Management - Sales Methodology

SAP CRM Sales

• Quotation and Order Management

SAP CRM Sales

• Quotation and Order Management - Sales Order

SAP CRM Sales

• Contract Management

SAP CRM Sales

• Contract Management

• Elements of contracts include:

1. Authorized Partners

2. Pricing Agreements

3. Deadlines

4. Cancellation

5. Completion Rules

SAP CRM Sales

Sales Order Scenario in SAP CRM and SAP ERP

SAP CRM Sales

SAP CRM Marketing

SAP CRM Web Channel

Agenda

• Interaction Center Agent FunctionalitiesInteraction Center: Configuration

Telemarketing, Telesales, and Teleservice

Knowledge Search

• Interaction Center Management: Tasks

Interaction Center Management

Interactive Scripting: allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

SAP CRM Service

Installation Management and ObjectsInstallation Management is used to model objects installed for your customer

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

SAP CRM Service

• Service Order ManagementService Order Processing

SAP CRM Service

SAP CRM Billing for Service

SAP CRM Service

SAP CRM Service - Integration into ERP

SAP CRM Service

Additional Topics in SAP CRM Service(Complaints and Returns Management)

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

• 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.

• Mobile Sales with SAP CRM: Overview

• Mobile Sales for Handhelds

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

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.

SAP CRM Analytics

• Analytical Methods

SAP CRM Analytics

Analytical Methods

SAP CRM Analytics

• Analysis Scenarios

Scenarios - Customer Analytics

Scenarios - Product Analytics

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

SAP Solution Manager

SAP Solution Manager as a Central Platform

SAP Solution Manager - Use in Implementation

Support Process

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

Account Management

Overview of Accounts and Business PartnersBusiness Partners in the Application

Account Management

Business Partner Categories

Account Management

Business Partner Relationship Category

Account Management

• Account Classification Options and Account HierarchiesMarketing Attributes: criteria for differentiating between business partners.

Account Management

Data Exchange with the SAP ERP System

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

• Aim of Organizational Management

• Organizational Model

• Organizational Objects

• Functions and Attributes of an Organizational Unit

Functions for Sales

Determination of Organizational Data inTransactions• Determining the Responsible Organizational Unit

Account Management

SAP CRM Service

SAP CRM Analytics

Agenda

Product Master

• Product Types

Product Master

• Examples of Products

Product Master

• Relationships

Product Master

Structure of the CRM Product Master

THANK YOU!

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