April 1–4 • Las Vegaswpc.0b0c.edgecastcdn.net/000B0C/ems_rep/downloads/... · 3 Overview Pre-conference Workshops • Monday, March 31 Conference • April 1-4 • 9 comprehensive

April 1–4 • Las Vegas

The premier event for SAP® sales, marketing, e-commerce, service, and interaction center management

www.CRM2014.com

SAPinsider events @InsiderCRM | #CRM2014

RegisteR befoRe February 28, 2014

SAVE up to

$200Per PerSON

2

Schedule at a Glance

Join us

It’s all about the customer! When I talk to business leaders these days most of them are saying that their number one priority is to better engage with their customers in order to grow their business. And according to a recent global McKinsey survey (“Bullish on Digital”) among top executives more and more companies are making “digital” customer engagement a high strategic priority; but the report also reveals that many worry about underinvesting in such programs.

Clearly, in the age of the digital customer, old recipes no longer work. In today’s connected world customers have changed the rules of engagement. Your efforts to increase internal efficiency and to boost front office effectiveness may help you to stay in the game (for a little

while) but it is no longer enough to win let alone to change the game to your advantage and gain a competitive edge.

Against this backdrop, SAP has taken CRM to the next level by leveraging breakthrough technologies such as in-memory computing (SAP HANA®), applying revolutionary user interface paradigms, and rapidly innovating in the cloud while leveraging on-premise investments. Focused on building integrated real-time solutions that provide the right insight at the right time and support industry-specific business processes with a user experience that drives business results, SAP is redefining CRM.

I take this opportunity to invite you to join us at CRM 2014, April 1-4 in Las Vegas to network, engage, and learn about the next generation of CRM and how to engage with your customers like never before with our innovative SAP Customer Engagement Solutions. Join the SAP team of experts, independent consultants, and customers, to learn from best practices and case studies about SAP’s innovations in CRM and in the Cloud across sales, marketing, service, commerce & social. We’ll also be listening to you, drawing upon your input to align our product roadmap with your business needs.

I look forward to seeing you at this important event in Las Vegas in April.

Sincerely,

Dr. Volker HildebrandGlobal Vice President CRM Solutions SAP

Pre-conference Workshops Main Conference

Monday, March 31

7:30 am Registration opens

9:00 am Pre-conference workshop sessions

12:00 pm Lunch

2:00 pm Pre-conference workshop sessions

5:00 pm Registration closes

Tuesday, April 1

7:00 am Registration opens and Continental breakfast

8:30 am general session

9:45 am Refreshment break

10:15 am breakout sessions



1:30 pm Lunch

2:30 pm breakout sessions

3:45 pm Refreshment break


5:30 pm Welcome reception

5:45 pm Ask-the-experts

7:00 pm Day concludes

Wednesday, April 2





11:30 am Lunch




4:00 pm exhibitor Meet and greet

4:15 pm Ask-the-experts



Thursday, April 3





11:30 am Lunch


2:15 pm exhibitor Meet and greet





Friday, April 4







12:45 pm Conference concludes

For more information and to register, visit www.CRM2014.com or call SAPinsider at +1-781-751-8700

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OverviewPre-conference Workshops • Monday, March 31

Conference • April 1-4 • 9 comprehensive tracks

Track 1 CRM strategies Page 9

Track 2 Sales Page 11

Track 3 Marketing Page 13

Track 4 Customer service Page 15

Track 5 Web and e-Commerce Page 18

Track 6 Mobility Page 19

Track 7 Cloud Page 20

Track 8 Technical infrastructure and data management Page 21

Track 9 Implementations, upgrades, and enhancement package projects Page 23

Special three-hour, pre-conference sessions hosted on this day offer you the opportunity to fortify your understanding of key SAP concepts and technologies, explore new trends and strategies, and enhance your learning experience at the main conference. Advance sign-up is required.

Page 5


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More than 75 educational sessions and forumsExpand your skills and knowledge by

learning from the top experts at SAP, in-

dependent consultants, and your industry

counterparts.

Pre-conference WorkshopsSpecial three-hour, pre-conference sessions

hosted on this day offer you the opportuni-

ty to fortify your understanding of key SAP

concepts and technologies, explore new

trends and strategies, and enhance your

learning experience at the main confer-

ence. Advance sign-up is required.

Live solution demonstrationsSee demonstrations and hear directly from

SAP and leading vendors about innovative

new solutions and their impact on SAP ap-

plications you want to extend, develop, or

introduce to your employees and customers.

Speed networkingYou’ve heard of speed dating, now try

speed networking! Participants will have 5

minutes to make their initial introductions

and converse before moving on to meet

another contact. An emcee will provide

instructions and keep things moving.

Forge new relationships and build a

lasting network of peers you can call on

for years to come.

Ask-the-Experts Sit down one-on-one with the leading experts

to ask questions and get detailed, authoritative

answers.

Solutions showcase theatersStop by the exhibit hall throughout the event to

see solution demonstrations, participate in in-

teractive discussions with speakers, and attend

microforums.

Customer-led case studiesTake away best practices and methodologies

taught by the companies that practice them.

Learn from highly experienced SAP customers

to solidify your own strategies and tactics.

Exhibit hall receptionsInteract with the best and the brightest minds

working with SAP software. Build a lasting net-

work of peers and meet with leading product

and service vendors.

SAPexperts LIVEThis popular forum offers attendees the

opportunity to meet leading authors from the

SAPexperts CRM hub and discuss topics from

recent articles. Follow the framework of the

article as the author guides you through the

most important parts. You’re not just a reader —

you’re a participant.

Educational and networking opportunities


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Pre-conference Workshops Sessions

Morning session • 9:00 am – 12:00 pm

An essential overview of the updated product portfolio for SAP CRM page 6

Lunch • 12:00 pm – 2:00 pm

Afternoon sessions • 2:00 pm – 5:00 pm

A comprehensive guide to implementing or enhancing an SAP CRM interaction center page 7

What every CRM customer needs to know about mobility page 7

Pre-conference Workshops continued on next page

Pre-conference Workshops

Pre-conference Workshops are in-depth, three-hour sessions designed

to help build a solid foundation of knowledge in critical topics. Through

a combination of demos, lecture, discussions, and Q&A, you’ll develop a

comprehensive understanding of important topics quickly.

Our instructors have vast experience in their respective fields. The tips, insights,

and best practices that they’ll share with you come from practical, in-the-

trenches experiences, not just books and theory. They are also accessible and

open to answering questions about your most pressing challenges.

Your Pre-conference Workshop registration fee gives you access to an

information-packed session in the morning and in the afternoon. You’ll leave both sessions with all the presentation materials,

demos, handouts, and any other resources that are prepared by the instructor.

You’ll also leave with greater knowledge and confidence, and you’ll be ready to go further in-depth on these topics throughout the

rest of the event.

Join us for Pre-conference Workshops Monday, March 31


6

An essential overview of the updated product portfolio for SAP CRMScott Druckenmiller, SAP Labs

This three-hour session delves into the updated product portfolio for SAP CRM, from innovative SAP 360 Customer solutions and cloud-based applications to new capabilities delivered in SAP CRM 7.0 enhancement package 3. By attending this session, you will:

y Examine key elements of the SAP CRM technology strategy, including new and planned innovations in SAP 360 Customer, that enable an end-to-end customer experience through:

– Mobile solutions – Social media packages – Real-time analytics – Omni-channel commerce – Hybrid and off-premise deployment options – 360-degree view of customer transactions and

interactions

y Become familiar with SAP’s omni-channel commerce solution and how it empowers you to reach new heights with customer interaction

y Take a guided tour of new capabilities delivered in SAP CRM 7.0 enhancement package 3 and how to leverage them to improve the performance of your sales, marketing, and service operations, including tools and techniques to:

– Empower marketers to gain the essential business insights needed to make intelligent decisions, sharpen the focus on customers, and better manage marketing resources

– Reduce your service costs while enhancing customer satisfaction

– Enable collaboration between sales, marketing, and service teams to align efforts on fulfilling customer needs

y Take a detailed look at the SAP CRM architecture, applications, user interface, and system requirements, including the impact SAP HANA has on each

Morning session • 9:00 am – 12:00 pm


Pre-conference Workshops continued on next page


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A comprehensive guide to implementing or enhancing an SAP CRM interaction center John Burton, SAP Labs

Whether you are evaluating an interaction center implementation or seeking new ways to improve an existing landscape, this comprehensive three-hour session provides expert guidance for leveraging the latest tools, features, and customization options available in SAP CRM to help you ensure success. By attending, you will:

y Gain a thorough overview of SAP CRM interaction center functionality that supports:

– Multi-channel sales, service, and marketing – Telephone and social media integration – Customer-enabled business processes – Call center management and automation

y Understand the technical and business requirements for getting started with an IC implementation

y Explore tools and techniques for optimizing customer support, marketing, and sales order management processes in an existing IC, including contact center infrastructure functionality in SAP Business Communications Management and SAP-certified partner solutions

y Get tips for exploiting key marketing and sales capabilities, including scripts, surveys, leads, and order management

y Understand how to integrate social media platforms like Facebook and Twitter into your interaction center

y Obtain best practices for leveraging knowledge management and rule-based automation capabilities for optimal customer service

y See what’s required to extend your call center CTI capabilities to the rest of your service and sales organization

What every CRM customer needs to know about mobilityJim Cameron, ExpertIG

Whether you have an existing enterprise mobility strategy or you are looking to expand your key SAP CRM processes on-device, this comprehensive session will guide you through the business and technology trends that are shaping CRM mobility initiatives in the SAP enterprise. Also addressed will be how mobile CRM has evolved from a field data entry toll to a key technology for enabling sales teams to sell more effectively. By attending this session, you will:

y Review important trends in mobility that will impact your SAP CRM strategy

y Learn how to build a CRM-specific mobile strategy that provides on-device access to core SAP CRM data, sales analytics, and reports

y Get an overview of the various mobile apps available for SAP CRM

y Explore strategies to improve the effectiveness of mobile sales in SAP CRM and view a demo of a sales enablement app that drives collaboration across sales teams and customers

y Learn to use active alerts to push key ERP and CRM events to your sales team as they happen

y Understand how the iPad and other tablet devices are being used for sales enablement and get criteria to help determine when to use tablets versus smartphones

y Review key polices and security requirements specific to SAP CRM and a mobile sales team

Come away empowered to build your own SAP CRM mobile strategy with sample case studies and planning tools that will help you avoid common pitfalls associated with mobility initiatives.

Afternoon sessions • 2:00 pm – 5:00 pm



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Keynote AddressFrom CRM to the customer managed relationship: Turning insight into action to engage your customers like never beforeDr. Volker Hildebrand, Global Vice President of CRM Solution Management, SAP

Jamie Anderson, Global Vice President Product Marketing, LoB Customer (CRM), SAP

Since the inception of customer relationship management (CRM), the focus has been on brands and companies controlling the relationships they have with customers. But today, what we are witnessing is a paradigm shift: Customers have gained power in their interactions with businesses and, because of this power, they are fundamentally changing the rules of engagement. As a result, businesses need to reassess the role of their CRM technology and consider the bigger picture of customer engagement that addresses the evolutionary shift from traditional CRM technologies to those that support the “customer-managed relationship.” But how can organizations adapt and put in place solutions that allow customers to orchestrate their own journey, leveraging the multiple touch points of their business, whilst closing the execution gap between real-time insight and execution to truly engage customers like never before? Join SAP’s Global Vice Presidents and resident CRM experts Volker Hildebrand and Jamie Anderson as they discuss their views on this thought-provoking topic.

Dr. Volker Hildebrand

Jamie Anderson


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What’s new in SAP CRM for 2014? SAP Customer Engagement solution portfolio and roadmapDr. Volker Hildebrand, SAPThis session provides an overview of the latest innovations in the SAP solution port-folio across sales, marketing, and service — whether you are deploying on-premise or in the cloud.

You will explore:

y New offerings in the SAP solution portfolio and how they enable a true 360-degree view of the customer through real-time insight, interactions, and execution

y What’s available in the cloud versus on premise and how to innovate in the cloud while maximizing the value of your existing on-premise SAP CRM investments

y Product enhancements that help facili-tate a more social and collaborative enterprise

Come away with details on roadmap infor-mation and planned investments in the SAP CRM space.

Strategies and technologies to increase SAP CRM ROI and to drive greater business valueBill Ziska, DeloitteThis session examines technologies and strategies proven to help increase the return on investment (ROI) of your SAP CRM function and generate business value across your entire organization. By attend-ing, you will gain insight into:

y The SAP CRM functions and processes that are most likely to generate signifi-cant ROI, from campaign and lead management to real-time offer management

y Strategies leading SAP customers have used to accelerate the time-to-value of their SAP CRM project and to define a roadmap for developing enhanced processes and capabilities

Come away with techniques to align busi-ness-value drivers with the delivery of key SAP CRM capabilities, including tips for con-ducting a cost/benefit analysis.

Live demo

Extending SAP CRM to support your business processes Scott Druckenmiller, SAP LabsThis live demo session provides an oppor-tunity to experience the new user-oriented capabilities and functionalities available in SAP 360 Customer. Attendees will:

y Understand how new tools delivered in SAP 360 Customer can be used to increase user adoption, whether deploying on the cloud or on-premise

y Explore customization options, such as personalizing a work area to promote efficiency

y See how you can add agility and quick time-to-value in your customer-facing applications

Master the art of social selling —measure the resultsHeidi Tucker, InsideViewStudies show that on average, custom-ers will contact a Sales rep when they’ve already completed about 60% of the pur-chasing decision process. How do you get ahead of that? How do you grab mind share before it’s too late? One key strategy is Social Selling. By attending this session, you will:

y Gain a deep understanding of the new, social buyers and the top 10 driv-ers that influence their decision process

y Hear how industry leaders are achiev-ing measureable results from Social Selling and explore social marketing programs yielding a 400% increase in sales in one quarter

y Grab hold of the four social selling basics – find the right person, be the right person, create the right message, and know the right time

y Master the art of using social insights to open doors and close deals, and replace your old sales playbook with new social selling plays

Take home the eBook – The Transforma-tion to Social Selling: Selling to People, Not Contacts.

Avoid unnecessary costs and maximize ROI: Guidelines for an effective SAP CRM on SAP HANA migration strategyRajesh Gupta, DeloitteThis session examines options, criteria, and guidelines to migrate from a traditional SAP CRM landscape to SAP CRM on SAP HANA. Attendees will gain a detailed understand-ing of:

y How the architecture of SAP CRM on SAP HANA differs from a traditional SAP CRM landscape

y Critical topics that need to be addressed when migrating to SAP CRM on SAP HANA, from landscape and data prerequisites to user access and security, and the impact each has on ROI

y A typical migration timeframe and the resources and skillsets required to ensure a smooth transition

Take home step-by-step guidelines to migrate from a traditional SAP CRM land-scape to SAP CRM on SAP HANA.

Track 1

Track 1 continued on next page

CRM strategies


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Live demo

An introduction to SAP Cloud for Social EngagementTerence Chesire, SAPIn this live demo session, attendees will get a firsthand view of SAP Cloud for Social Engagement and how it empowers call center staff to engage with customers through social media channels like Twitter and Facebook. Attend this session and gain:

y Tips to monitor what’s being said about your company or products on social media channels and to prevent negative posts from going viral

y Insight into the analytical capabilities delivered in SAP Cloud for Social Engagement and critical KPIs that all social teams should measure

A guide to analytics-driven marketing: Key success factors to thrive in today’s connected worldChris Dircks, SAP Labs CanadaThis session explores best practices to establish a holistic view of your marketing organization based on real-time analytics. Attendees will:

y Walk through the key elements of an analytics-driven marketing organiza-tion, including how the “voice” of the market can shape company brands and predict upcoming consumer trends

y Explore SAP’s analytical tools and get new ideas for using them to drive more accurate marketing and cus-tomer service initiatives

y Step through real-world use cases for insight into how leading SAP CRM customers have realized significant improvements in their marketing initiatives through real-time analytics

Oops, I did it again: Why we make mistakes and what motivates us to do betterBill Ziska, DeloitteRecent research has identified why we make mistakes and what motivates us to do better. This session examines those find-ings and provides guidance for applying them to your sales, marketing, and service teams to improve performance and drive better results. Through real-world expertise, you will:

y Get strategies to apply lessons learned from past mistakes to future initiatives and see how this approach can be used to help motivate your workforce

y Explore theories indicating that bonuses may have just the opposite effect in motivating people to perform better

Come away with the ability to define a new path for your sales, marketing, and service processes — not based on best practices that may have worked for someone else — but on the true science of how we make decisions, why we make mistakes, and what motivates us to do better.

Panel discussion

Leading customers share their strategies for maximizing SAP CRM ROIScott Druckenmiller, SAP LabsDon’t miss this opportunity to get answers to your most critical questions around SAP CRM ROI, such as:

y How can I go beyond short-term efficiency gains to maximize CRM effectiveness?

y What baseline measurements can be used to determine long-term ROI?

y How can I use the analytical capabili-ties in SAP CRM to measure ROI?

y What’s the best way to leverage tech-nologies like mobility and SAP HANA to gain a competitive advantage?

Walk away with dozens of practical and easy-to-implement ideas to achieve a higher return on your SAP CRM investment.

Run like never before with Rapid Deployment Solutions for Customer Engagement ExperienceSeema Thomas, SAP LabsThis jam-packed session will take you through various rapid deployment options available for 360 Customer solutions to help you identify the best scenario for your business needs. Gain an in-depth understanding of:

y SAP CRM on SAP HANA deployment options, including the rapid-deploy-ment solution approach and assemble-to-order (A2O) approach to create your solution map

y Pros and cons of various deployment options along with recommendations and evaluation criteria to determine a flexible and cost effective solution landscape for your business

y Detailed methodology and tool set for a simplified rapid-deployment solu-tion experience, including the solution explorer and configurator

Leverage social collaboration in SAP Jam to deliver winning customer experiencesAnthony Leaper, SAPThis session will highlight ways that SAP Jam, a social collaboration solution, securely connects people, data, applica-tions, and processes to help you drive business results. Understand how you can extend your existing application invest-ments, such as SAP CRM and SAP Cloud for Customer, by adding collaborative capabili-ties. By attending, you will:

y Discover how SAP Jam enables you to structure conversations and work to quickly drive action, make decisions, and solve business critical problems

y Learn how to add collaboration where you work to shorten sales cycles, enhance your customer service opera-tions, plan marketing strategies, and increase customer or employee engagement

y See a demo and witness firsthand how SAP Jam can help you to better engage customers and streamline work for sales, marketing, and cus-tomer service

Track 1: CRM strategies


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Introducing SAP Cloud for SalesReshma Mani, SAPThis session takes a detailed look at SAP’s latest innovation to improve the efficacy of your sales organization — SAP Cloud for Sales. You will:

y Discover how to enable your sales force to more easily collaborate with their teams and access the most rele-vant information with mobile and social capabilities of SAP Cloud for Sales

y See how to empower your sales force with personal productivity tools, such as groupware integration, that reduce time spent on administrative tasks

y Learn how to integrate SAP Cloud for Sales with SAP CRM and SAP ERP

Make more effective data-driven sales and marketing decisions with SAP Customer Engagement IntelligenceChris Dircks, SAPGet an introduction to SAP Customer Engagement Intelligence, the new suite of analytical applications powered by SAP HANA for sales and marketing. Attend this session and learn how to:

y Enable data-driven decision making in your sales and marketing organiza-tions by leveraging SAP Customer Engagement Intelligence in conjunc-tion with SAP Predictive Analysis

y Analyze and respond to customer sen-timent through direct and social channels

y Get configuration guidelines to deploy SAP Customer Engagement Intelli-gence in a variety of landscapes, from on-premise to cloud to mobile

View a demo that explores the various capabilities of SAP Customer Engagement Intelligence.

An integrated approach to automate your next outbound sales or marketing campaign Glenn Abel, Covington CreativeThis session provides guidelines for exploit-ing new campaign functions delivered in SAP CRM 7.0 in conjunction with SAP Busi-ness Communications Management to automate your next sales or marketing campaign. By attending, you will:

y Step through a live demo that exam-ines the end-to-end process of setting up and executing campaign automa-tion in SAP, from initial integration between SAP Business Communica-tions Management and SAP CRM to campaign results analysis

y Get best practices for leveraging SAP CRM analytics capabilities to gain greater visibility into the status and results of an outbound campaign

Take home a step-by-step guide for con-figuring the integration between SAP CRM and SAP Business Communications Management.

Optimize sales force assignments by exploiting key territory man-agement functionalityAxel Fiedler, PwCAttend this session to learn how to config-ure and utilize new territory management functionality to streamline sales force assignments, key account management, and decision-making processes in your organization. You will come away with best practices to:

y Utilize rules and conditions for more effective territory modeling, including tips to assign custom criteria to extend standard rules

y Properly assess reporting and security options

y Design your territory hierarchy and keep it aligned with your SAP ERP system

y Leverage territory hierarchies for secu-rity and access control

Case study

How Dow Chemical turned the Internet into a profitable global sales channel for its businessesArvind Pejavara, Dow ChemicalGet detailed insight into how Dow Chemi-cal significantly increased online sales by globally implementing the e-commerce Web channel using SAP NetWeaver® and SAP CRM Internet sales. Attend this ses-sion to:

y Explore the various ways Dow Chemi-cal customized SAP CRM Internet sales functionality to enhance the customer experience and meet country-specific customer document requirements

y Hear how the company enabled single sign-on (SSO) across multiple portals and controlled access with custom authorizations

y View a demo that shows how Dow Chemical’s international customers are able to navigate, place orders, and view order-related documents in their local language

Case study

How Day & Zimmermann increased sales productivity and provided a more user-friendly SAP CRM experienceBernard Greene III, Day & ZimmermannThis session takes an in-depth look at how Day & Zimmermann streamlined sales pro-cesses, increased revenue, and provided a more user-friendly SAP CRM experience for its sales force. Attend to find out how the company:

y Exploited key sales force automation functionality across multiple channels — including Web user interface (UI), Microsoft Office, and mobile devices

y Leveraged SAP CRM analytic capabili-ties to create management dashboards that help visualize sales data according to the customer or business unit

y Drove user adoption of mobile SAP CRM post-go-live by outlining key benefits by role — executive manage-ment, mid-level management, or end user

Track 2


Sales


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Enable your sales team to operate better, faster, and smarter with the latest SAP CRM solutions for salesJack Nehmer, SAPThis session provides you with unique insight into the latest innovations for sales from SAP. Explore key enhancements in SAP ERP Sales and Distribution, as well as the latest functional, usability, and analytics improvements in SAP CRM (with a focus on enhancement package 3). Leave this ses-sion with:

y Strategies to equip your sales teams with real-time access to a true 360 view of their customers, enable them to focus on the most profitable oppor-tunities, and drive higher success rates across shorter sales cycles

y Best practices for optimizing the latest sales relevant features in SAP ERP Sales and Distribution and experience a complete overview with examples of some of the key functional usability enhancements of SAP CRM 7.0 enhancement package 3 for sales

y An understanding of how the power of SAP HANA, the convenience of the cloud, and the versatility of mobility are all converging to provide the most comprehensive platform for sales excellence

Case study

How Dow Corning optimized its lead generation and distribution process and boosted the sales pipeline Bill Pritchett, Dow Corning CorporationThis session examines the various ways Dow Corning exploits SAP CRM marketing and sales capabilities to increase the num-ber of qualified sales leads. Attend to learn how the company:

y Targets email marketing campaigns and tracks their efficacy with metrics indicating lead generation and conversion

y Embeds a “call to action” in its email messages and uses custom filters to send follow-up campaigns to respondents

y Uses the CRM Survey Suite to score and automatically qualify leads

Take home sample code to create custom filters in a segment builder.

Live demo

A firsthand look at SAP Cloud for Sales mobile appsReshma Mani, SAPThis live demo session provides a firsthand look at the mobile experience designed for sales managers and sales professionals on the go. By attending, you will:

y Explore key features of the SAP Cus-tomer Insight and SAP Cloud for Sales mobile apps

y See how to view and update key sales and customer information in real time

y Find out how to stay connected with your network, track performance, and access critical data on mobile devices

Manage and track sales team performance using SAP CRM analytical capabilities Sunil Narendran, PwCThis session provides instruction for uti-lizing quota planning and dashboard functionality in SAP CRM to track and mea-sure the performance of your company’s sales force. By attending, you will:

y Learn how to create and maintain quotas at a sales organization level, including drill down capabilities at an individual sales rep level

y Get tips to properly plan quotas for each fiscal quarter

y Learn how to design an SAP CRM dashboard, including insight into data connectivity and source options, and get guidance to overcome common challenges associated with SAP CRM dashboard deployment

Track 2: Sales


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A comprehensive guide to marketing solutions from SAPAnik Roy, SAP Labs CanadaGet an overview of SAP’s latest portfolio for marketing, from on-demand and social SAP CRM solutions to enhanced collaboration features. By attending this session, you will:

y Learn the best ways to exploit key marketing capabilities delivered in enhancement package 3 for SAP CRM 7.0 to improve the productivity of your marketing organization

y Understand the full offering and func-tionality of SAP Cloud for Marketing, including recent innovations in execu-tive marketing dashboards and running email campaigns

y Hear how leading organizations are successfully using SAP’s marketing solutions to optimize ROI by integrat-ing marketing channels and incorporating social media and loyalty concepts

Walk away from this session with an understanding of the roadmap for SAP’s marketing solutions, including SAP CRM and SAP Cloud for Marketing.

Case study

How Dow Corning optimized its lead generation and distribution process and boosted the sales pipeline Bill Pritchett, Dow Corning CorporationThis session examines the various ways Dow Corning exploits SAP CRM marketing and sales capabilities to increase the num-ber of qualified sales leads. Attend to learn how the company:

y Targets email marketing campaigns and tracks their efficacy with metrics indicating lead generation and conversion

y Embeds a “call to action” in its email messages and uses custom filters to send follow-up campaigns to respondents

y Uses the CRM Survey Suite to score and automatically qualify leads

Take home sample code to create custom filters in a segment builder.

An integrated approach to automate your next outbound sales or marketing campaign Glenn Abel, Covington CreativeThis session provides guidelines for exploit-ing new campaign functions delivered in SAP CRM 7.0 in conjunction with SAP Busi-ness Communications Management to automate your next sales or marketing campaign. By attending, you will:

y Step through a live demo that exam-ines the end-to-end process of setting up and executing campaign automa-tion in SAP, from initial integration between SAP Business Communica-tions Management and SAP CRM to campaign results analysis

y Get best practices for leveraging SAP CRM analytics capabilities to gain greater visibility into the status and results of an outbound campaign

Take home a step-by-step guide for con-figuring the integration between SAP CRM and SAP Business Communications Management.

Make more effective data-driven sales and marketing decisions with SAP Customer Engagement IntelligenceChris Dircks, SAPGet an introduction to SAP Customer Engagement Intelligence, the new suite of analytical applications powered by SAP HANA for sales and marketing. Attend this session and learn how to:

y Enable data-driven decision making in your sales and marketing organiza-tions by leveraging SAP Customer Engagement Intelligence in conjunc-tion with SAP Predictive Analysis

y Analyze and respond to customer sen-timent through direct and social channels

y Get configuration guidelines to deploy SAP Customer Engagement Intelli-gence in a variety of landscapes, from on-premise to cloud to mobile

View a demo that explores the various capabilities of SAP Customer Engagement Intelligence.

A guide to analytics-driven marketing: Key success factors to thrive in today’s connected worldChris Dircks, SAP Labs CanadaThis session explores best practices to establish a holistic view of your marketing organization based on real-time analytics. Attendees will:

y Walk through the key elements of an analytics-driven marketing organiza-tion, including how the “voice” of the market can shape company brands and predict upcoming consumer trends

y Explore SAP’s analytical tools and get new ideas for using them to drive more accurate marketing and cus-tomer service initiatives

y Step through real-world use cases for insight into how leading SAP CRM cus-tomers have realized significant improvements in their marketing ini-tiatives through real-time analytics

Track 3


Marketing


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Track 3: Marketing

Interactive discussion forum

Effective strategies to achieve better email marketing, lead generation, and lead nurturingBill Ziska, DeloitteDraw from the experience of your peers and experts who are leveraging SAP CRM 7.0 functionality to enable 1:1 marketing and to support prospect and lead nurtur-ing. Find out how other SAP customers have improved the effectiveness of its email marketing campaigns, as you discuss how to:

y Utilize key marketing prospects func-tionality to streamline processes for email segmentation and lead qualification

y Improve data quality and enable customer email preferences to be stored in the SAP CRM system

y Provide comprehensive support for opt in/opt out, and improve permis-sions-based marketing, and enhance the marketing-to-sales lead hand-off process

Strategies for establishing or improving your customer loyalty program Lee Wen Teh, ECENTAAttend this session for lessons to acquire and retain the best customers, encourage profitable customer behaviors, and build customer loyalty. Get lessons to:

y Leverage the SAP CRM loyalty man-agement functionality to better plan integrated multi-channel campaigns and loyalty programs

y Use customer loyalty data to glean insights that drive interactive market-ing campaigns across email, mobile devices, and Web sites

y Integrate loyalty management capa-bilities into other CRM processes to improve customer satisfaction and deliver great values to the end user

y Set up loyalty programs with tier-level and partnership management with optimized performance

New and innovative ideas to extend your marketing reach Anik Roy, SAP Labs CanadaThe CRM solution has traditionally been focused on transactional aspects, from cap-turing customer interactions to managing leads. This session takes a detailed look at the more creative aspects that should be considered to optimize the efficacy and reach of campaigns, including:

y Capabilities that complement transac-tional CRM functionalities while at the same time support today’s more con-nected and creative marketer

y Marketing processes that collect vari-ous perspectives and foster better decisions, from digital assets creation to internal and external collaboration and flexible customer data exploration

y How other customers have increased marketing effectiveness by bridging the gap between transactional and creative marketing


15

A guide to SAP’s new and enhanced service management capabilities Renee Wilhelm, SAP LabsThis session provides detailed insight into new and enhanced service management capabilities availabile within SAP’s service management solutions. Attendees will come away with an understanding of:

y How solutions in the SAP’s customer experience portfolio integrate with and extend service capabilities to fur-ther improve the customer experience

y The various ways multi-channel and end-to-end service management needs are addressed with enhanced capabilities for collaboration, search, social interaction, and response

y How customer service requests can be handled in multiple channels and how this optimizes workforce scheduling and dispatching

Case study

Customer experience innovation at Bristol WaterPhilip Marshall, Bristol WaterThis session delves into Bristol Water’s cus-tomer improvement initiative and provides lessons and tips based on its experience. Attend to:

y Get details on the company’s SAP CRM project, including how it deployed a new customer management solution with self-service capabilities and revamped its Web site to include e-service

y Understand the steps taken by Bristol Water to improve the customer experi-ence both on the Web and on mobile devices, including the role of SAP NetWeaver Gateway in making these improvements

y See how the company leveraged SAP NetWeaver Business Client to extend SAP CRM functionality to SAP ERP users and how this increased adoption

Innovative ways to turn your service organization into a profit center with SAP Cloud for ServiceTerence Chesire, SAPAttend this session to learn how SAP Cloud for Service provides capabilities to achieve service excellence through improved ser-vice efficiency and enhanced customer satisfaction. You will:

y Gain insight into how customer ser-vice expectations are changing, what is driving this change, and the impact it is having on organizations

y See how to prepare for these chang-ing service expectations and get tips to capitalize on them as an opportu-nity to engage your customers like never before

Come away with guidelines for imple-menting SAP Cloud for Service, including an overview of deployment options and migration and integration considerations.

Innovative SAP Business Communications Management integration options that enhance customer contact in your organization Sayhoa Luu, ECENTA AGThis session examines how to integrate SAP Business Communications Management with your SAP CRM system as well as third-party solutions to create an end-to-end customer service strategy in your contact center. By attending, you will:

y Understand what’s required to inte-grate SAP Business Communications Management with a self-service inter-active voice response (IVR) solution, including tips to enhance IVR in SAP Business Communications Management

y Know your options for leveraging SAP Business Communications Manage-ment in a non-SAP contact center, including key integration points and data replication efforts

Come away with strategies and tools that help reduce spending in contact cen-ters while improving customer-facing interactions.

Live demo




Track 4


Customer Service


16

Case study

How Caterpillar implemented and leveraged SAP CRM to roll out a global billing solutionChad Rutschke, CaterpillarThis session examines the design and roll-out of Caterpillar’s global billing solution, leveraging SAP CRM functionality and inte-gration with SAP ERP. Attendees of this session will get detailed insight into:

y Caterpillar’s business case and deci-sion criteria for evaluating and implementing SAP CRM billing func-tionality versus SAP ECC sales & distribution (SD)

y Key integration points the company leveraged across SAP CRM and SAP ERP Financials to create an end-to-end order to billing process

y Mitigation strategies the company lev-eraged to overcome performance and technical challenges associated with high-volume orders and billing exceeding 2,000 line items per order

Optimize interaction center operations using the email response management system tool in SAP Christian Matz, ECENTA AGThis session offers detailed guidelines to fully exploit the capabilities of the email response management system (ERMS) tool to reduce the need for manual intervention by interaction center agents and increase processing efficiency. Attend for an under-standing of:

y How to set up ERMS to process and organize incoming email, including insight into settings, functions, and rules that need to be activated to push email to the CMS for distribution to an interaction center (IC) agent

y Options for creating custom rules in ERMS, such as indicating email priority level or associating it with a specific business transaction

Walk through a demo that shows how to exploit key capabilities of ERMS, such as auto-response and auto-prepare, and how this streamlines IC operations and enables a consistent customer experience.

Case study

Strategies, tools, and integration options from Festo to improve interaction or contact center operations Federico Kamelhar, FestoCome to this session to find out how Festo, a global leader in automation, streamlined operations and enhanced customer contact in its organization. By attending this session, you will:

y Get lessons and strategies from Festo’s multi-national contact center project, including an inside look at its imple-mentation roadmap and timeline

y Hear how the company integrated operations across 23 international con-tact centers to enable an end-to-end customer service strategy across its organization

y Explore contact center integration options that enhanced sales and mar-keting activities at Festo

Proactive customer care: Expert recommendations and tools for improving the performance of your interaction centerChristian Elgaard, Implement Consulting GroupThis session takes a detailed look at tools and techniques for improving customer service through streamlined interaction or contact center operations. By attending, you will:

y Understand the importance of effi-ciently logging and analyzing customer calls and get tips to stream-line the process and reduce the workload on IC agents

y Get best practices to reduce the risk of errors when processing customer requests

y See how to improve the customer experience by exploiting profiling capabilities delivered in standard SAP CRM functionality, such as scripts, questionnaires, and ERMS

An updated guide to SAP’s Field Service ManagementRenee Wilhelm, SAP LabsThis session provides detailed insight into and a demo of the functionality available in SAP’s field service management solutions, including the latest innovations in mobile capabilities. Attendees will:

y Find out how service orders can be assigned to field service engineers and how these assignments are pushed to the SAP CRM Service Manager mobile app

y Explore enhanced options for field ser-vice scheduling and dispatching and examine criteria to help determine the best resource scheduling tool for your needs

y Understand the scope of SAP’s cloud based service management offering

Track 4: Customer service


17

SAP Web Channel Experience Management solution 3.0: Key considerations for a successful deployment Sheldon Liptshitz, ECENTA AmericaAttend this session for detailed insight into the requirements, options, and criteria to ensure a successful SAP Web Channel Expe-rience Management 3.0 implementation or upgrade. Attendees will learn about:

y Various SAP Web Channel Experience Management 3.0 deployment scenar-ios, including decision criteria that will help determine which best suits your requirements; for example, SAP CRM versus ESS back end or TREX versus MDM

y Details on back-end configuration and catalog management

y Common challenges associated with SAP Web Channel Experience Manage-ment implementations or upgrades and tips to avoid or overcome them

Why hybris, why now: An inside look at SAP’s omni-channel commerce strategyRiad Hijal, SAPThis session provides an introduction to hybris, SAP’s omni-channel commerce solu-tion. See how combined with SAP, the hybris solution equips businesses with the enhanced data and tools necessary to opti-mize their customer experience across all customer touch points. Attend this session and take an inside look at:

y SAP’s omni-channel commerce strategy

y How a joint hybris and SAP solution can help organizations consistently engage better with their customers, solidify customer loyalty and maximize profits over the long term

y The integration roadmap of the joint hybris and SAP solution

A guide to transform your online store into an omni-channel e-commerce platformAndreas Poelitz, Sycor GroupToday it’s common to combine multiple channels together in leisure or work. This session provides insight for developing and supporting a multi-channel e-commerce platform to optimize the customer experi-ence. Attend to:

y See how Web, mobile, paper and social networking can be used as a basis to maximize conversion and rev-enue of your online store

y Evaluate the pros and cons of SAP’s Web channel solutions and see how they can be used to optimize e-com-merce and online self-service in a business-to-consumer (B2C) or busi-ness-to-business (B2B) environment

y Get best practices for developing and maintaining custom SAP CRM e-commerce applications to better meet business requirements and explore future challenges according to changes in customer expectations

Case study

How Dow Chemical turned the Internet into a profitable global sales channel for its businesses Arvind Pejavara, Dow ChemicalGet detailed insight into how Dow Chemi-cal significantly increased online sales by globally implementing the e-commerce Web channel using SAP NetWeaver and SAP CRM Internet sales. Attend this ses-sion to:

y Explore the various ways Dow Chemi-cal customized SAP CRM Internet sales functionality to enhance the customer experience and meet country-specific customer document requirements

y Hear how the company enabled single sign-on (SSO) across multiple portals and controlled access with custom authorizations

y View a demo that shows how Dow Chemical’s international customers are able to navigate, place orders, and view order-related documents in their local language

New tools and techniques to enhance the Web UI in SAP CRM Dhananjay Kumar, Knack SystemsExplore new ways to customize the SAP CRM Web user interface (UI) to increase flexibility and better accommodate user requirements. By attending, you will:

y Get lessons for leveraging new SAP CRM Web UI components delivered in SAP CRM 7.0 enhancement package 2, including configuration and integra-tion best practices

y Step through various Web UI custom-ization examples and get tips to map enhancement options to business sce-narios and user requirements

Take home sample code for custom SAP CRM Web UI development.

Track 5

Web and e-Commerce


18

Live demo





Enhance your CRM experience with SAP Sales Manager on the new SAP Mobile PlatformSandeep Raina, Fujitsu AmericaThis session takes a technical look at SAP Sales Manager and provides guidelines to configure it on the new SAP Mobile Plat-form. Attendees will:

y Obtain best practices for a successful SAP CRM Mobile Sales implementa-tion — from designing and rolling it out on the SAP Mobile Platform to ensuring tight integration with exist-ing CRM processes

y Explore options for customizing SAP Sales Manager on SAP Mobile Platform

y Get resolutions to common challenges associated with configuring SAP CRM mobile solutions on SAP’s new mobile platform

View a demo that shows how the new SAP Mobile Platform increases the turnaround time on the overall sales cycle in SAP CRM.

An updated guide to SAP’s Field Service ManagementRenee Wilhelm, SAP LabsThis session provides detailed insight into a demo of the functionality available in SAP’s field service management solutions, including the latest innovations in mobile capabilities. Attendees will:

y Find out how service orders can be assigned to field service engineers and how these assignments are pushed to the SAP CRM Service Manager mobile app

y Explore enhanced options for field ser-vice scheduling and dispatching and examine criteria to help determine the best resource scheduling tool for your needs

y Understand the scope of SAP’s cloud based service management offering

Case study

How Day & Zimmermann increased sales productivity and provided a more user-friendly SAP CRM experienceBernard Greene III, Day & ZimmermannThis session takes an in-depth look at how Day & Zimmermann streamlined sales pro-cesses, increased revenue, and provided a more user-friendly SAP CRM experience for its sales force. Attend to find out how the company:

y Exploited key sales force automation functionality across multiple channels — including Web user interface (UI), Microsoft Office, and mobile devices

y Leveraged SAP CRM analytic capabili-ties to create management dashboards that help visualize sales data according to the customer or business unit

y Drove user adoption of mobile SAP CRM post-go-live by outlining key benefits by role — executive manage-ment, mid-level management, or end user

Interactive discussion forum

Leveraging mobility to drive sales, marketing, and service efficiencyBernard Green III, Day & ZimmermanAre you tasked with developing an effec-tive IT and business mobility strategy to drive innovation in sales, marketing, and customer service? Join an interactive con-versation with your peers to discuss best practices that can be utilized when creating your mobile CRM strategy, and get answers to questions like:

y What do I need to consider prior to launching a mobility initiative, includ-ing cross-device platform support, application development, SAP ERP integration, and resource allocation?

y What are the most effective strategies to leverage cross-platform mobile Web technologies to simplify mobile appli-cation management?

y What are the most effective ways to use device-specific native mobile applications to enhance the user experience?

Track 6

Mobility


19

Track 7

Critical integration considerations to address when evaluating SAP Cloud for Customer Jack Nehmer, SAPIf you are considering adopting SAP Cloud for Customer — which includes SAP Cloud for Sales, SAP Cloud for Service, and SAP Cloud for Social Engagement — then you can’t afford to miss the critical integration lessons presented in this session. By attend-ing, you will gain:

y Detailed guidelines for integrating SAP Cloud for Customer with existing SAP CRM and SAP ERP applications, includ-ing configuration required on the on-premise, middleware, and cloud levels

y Information on recommended tech-nology for SAP Cloud for Customer and examples of specific integration scenarios customers have requested from SAP

y Insight into which tools SAP recom-mends to achieve optimal integration between on-premise and cloud-based SAP CRM systems

Come away with roadmap details on the SAP Cloud for Customer and SAP CRM on-premise integration strategy.

Introducing SAP Cloud for SalesReshma Mani, SAPThis session takes a detailed look at SAP’s latest innovation to improve the efficacy of your sales organization — SAP Cloud for Sales. You will:

y Discover how to enable your sales force to more easily collaborate with their teams and access the most rele-vant information with mobile and social capabilities of SAP Cloud for Sales

y See how to empower your sales force with personal productivity tools, such as groupware integration, that reduce time spent on administrative tasks

y Learn how to integrate SAP Cloud for Sales with SAP CRM and SAP ERP

Leveraging a hybrid cloud approach to drive your CRM strategySandeep Parameswaran, ECENTAThis session delves into the various SAP CRM deployment options and provides cri-teria to help determine whether and how to leverage a hybrid solution landscape. Attend to:

y Examine the pros and cons of various on-premise, pre-packaged, and cloud-based solution landscapes and identify scenarios that would benefit from a hybrid cloud approach

y Obtain evaluation criteria for deter-mining the best combination of on-premise and cloud-based CRM solutions for your business requirements

y Get an overview of various integration options — from SAP NetWeaver PI to SAP HANA Cloud integration — and evaluate each from a security, extensi-bility, and performance perspective

Innovative ways to turn your service organization into a profit center with SAP Cloud for ServiceTerence Chesire, SAPAttend this session to learn how SAP Cloud for Service provides capabilities to achieve service excellence through improved ser-vice efficiency and enhanced customer satisfaction. You will:

y Gain insight into how customer ser-vice expectations are changing, what is driving this change, and the impact it is having on organizations

y See how to prepare for these chang-ing service expectations and get tips to capitalize on them as an opportu-nity to engage your customers like never before

Come away with guidelines for imple-menting SAP Cloud for Service, including an overview of deployment options and migration and integration considerations.

Live demo




Live demo





Cloud


20

A technical guide to properly administering an SAP CRM landscapeRajesh Gupta, DeloitteThis session examines the SAP CRM system landscape and the components that tend to have the greatest impact on administra-tion workload and teams. Attendees will learn:

y Critical elements required to imple-ment, update, and support an SAP CRM landscape

y How differences in product versions impact hardware sizing and landscape requirements for standalone, inte-grated, and distributed environments

y Lessons to troubleshoot common landscape problems associated with SAP CRM ABAP™ application server, SAP CRM middleware, and the IC WebClient

y Take home an SAP CRM installation guide, including screen shots of com-mon errors and resolutions.

Field-tested techniques and tools to improve and maintain SAP CRM data quality Christian Elgaard, Implement Consulting GroupThis session provides insight into tips and tools that can be used to significantly improve and maintain the quality of your customer data. By attending, you will:

y Obtain strategies to assess the quality of your data, including tools to moni-tor, measure, and maintain it

y See how to leverage de-duplication and workflow capabilities to maintain high-quality customer and contact data and find out how it fits into the business partner master data lifecycle

y Explore tools that improve the quality of data at point of entry, along with tips to properly maintain the data once it’s in the system

Critical integration considerations to address when evaluating SAP Cloud for Customer Jack Nehmer, SAPIf you are considering adopting SAP Cloud for Customer — which includes SAP Cloud for Sales, SAP Cloud for Service, and SAP Cloud for Social Engagement — then you can’t afford to miss the critical integration lessons presented in this session. By attend-ing, you will gain:

y Detailed guidelines for integrating SAP Cloud for Customer with existing SAP CRM and SAP ERP applications, including configuration required on the on-prem-ise, middleware, and cloud levels

y Information on recommended tech-nology for SAP Cloud for Customer and examples of specific integration scenarios customers have requested from SAP

y Insight into which tools SAP recom-mends to achieve optimal integration between on-premise and cloud-based SAP CRM systems

Come away with roadmap details on the SAP Cloud for Customer and SAP CRM on-premise integration strategy.

Case study

Tips from Dow Corning to ensure the quality of your CRM data Bill Pritchett, Dow Corning CorporationWith the amount of customer data being entered into your SAP system on a daily basis and from a multitude of sources, it can quickly become inconsistent and out-dated. In this session, Dow Corning shares real-world lessons based on its own expe-riences to:

y Implement a governance strategy that ensures CRM data quality

y Customize the WebClient UI to auto-matically delete data at the end of its lifecycle

y Identify key transactions that be used to maintain data governance and quality, including SARA for data archiving and BUPA_DEL for automatic contact deletion

y Configure your SAP CRM system to support new governance and data policies

Track 8


Technical infrastructure and data management


21

Innovative SAP Business Communications Management integration options that enhance customer contact in your organization Sayhoa Luu, ECENTA AGThis session examines how to integrate SAP Business Communications Management with your SAP CRM system as well as third-party solutions to create an end-to-end customer service strategy in your contact center. By attending, you will:

y Understand what’s required to inte-grate SAP Business Communications Management with a self-service inter-active voice response (IVR) solution, including tips to enhance IVR in SAP SAP Business Communications Management

y Know your options for leveraging SAP Business Communications Manage-ment in a non-SAP contact center, including key integration points and data replication efforts

Come away with strategies and tools that help reduce spending in contact cen-ters while improving customer-facing interactions.

A guide to transform your online store into an omni-channel e-commerce platformAndreas Poelitz, Sycor GroupToday it’s common to combine multiple channels together in leisure or work. This session provides insight for developing and supporting a multi-channel e-commerce platform to optimize the customer experi-ence. Attend to:

y See how Web, mobile, paper and social networking can be used as a basis to maximize conversion and rev-enue of your online store

y Evaluate the pros and cons of SAP’s Web channel solutions and see how they can be used to optimize e-com-merce and online self-service in a business-to-consumer (B2C) or busi-ness-to-business (B2B) environment

y Get best practices for developing and maintaining custom SAP CRM e-commerce applications to better meet business requirements and explore future challenges according to changes in customer expectations






Track 8: Technical infrastructure and data management


22

Track 9

Key decisions and success factors for upgrading to SAP CRM 7.0 enhancement package 3Rajesh Gupta, DeloitteThis session examines key technical and functional considerations for upgrading to SAP CRM 7.0 enhancement package 3. Attend to:

y Explore the various SAP CRM upgrade paths that are available and what cri-teria to consider for each route

y Learn about new capabilities that will be added to your CRM environment with the latest enhancement package installation — and conversely, about functionality that will no longer be available once your system is upgraded

y Get tips to avoid common upgrade challenges, including insight into what you need to do differently depending on your source release

Take home a step-by-step guide for upgrading to SAP CRM 7.0 enhancement package 3.

Practical strategies for planning and executing a successful SAP CRM implementation or upgrade Roberto Kirsten, CapgeminiAttend this session for field-tested and actionable advice to help ensure success when implementing SAP CRM or upgrad-ing to the latest release. By attending, you will:

y Identify key elements that should be addressed when embarking on an SAP CRM implementation or upgrade, from prioritizing business requirements to determining project methodology

y Explore tools and techniques for accel-erating timeframes

y Walk through the various phases of an SAP CRM implementation and get insight into the time, effort, and resources required for each

Take home SAP CRM project plan and busi-ness case templates.

SAP Web Channel Experience Management solution 3.0: Key considerations for a successful deployment Sheldon Lipshitz, ECENTA AmericaAttend this session for detailed insight into the requirements, options, and criteria to ensure a successful SAP Web Channel Expe-rience Management 3.0 implementation or upgrade. Attendees will learn about:

y Various SAP Web Channel Experience Management 3.0 deployment scenar-ios, including decision criteria that will help determine which best suits your requirements; for example, SAP CRM versus ESS back end or TREX versus MDM

y Details on back-end configuration and catalog management

y Common challenges associated with SAP Web Channel Experience Manage-ment implementations or upgrades and tips to avoid or overcome them

Practical strategies for a smooth implementation of mobile sales force automation in SAP CRMAxel Fiedler, PwCThis session provides field-tested strategies and actionable advice to manage a mobile sales force automation (SFA) implementa-tion. Attendees will:

y Get lessons learned from early adopt-ers of SFA and insight into some of the issues they encountered during the implementation and how they resolved them

y Explore back-end upgrade tasks required to support mobile projects

y Obtain best practices to roll out a mobile sales solution to globally dis-persed business divisions

y Examine device management dos and don’ts and get tips to troubleshoot common support challenges

Run like never before with Rapid Deployment Solutions for Customer Enagement ExperienceSeema Thomas, SAPThis jam-packed session will take you through various rapid deployment options available for 360 Customer solutions to help you identify the best scenario for your business needs. Gain an in-depth under-standing of:

y SAP CRM on SAP HANA deployment options, including the rapid-deploy-ment solution approach and assemble-to-order (A2O) approach to create your solution map

y Pros and cons of various deployment options along with recommendations and evaluation criteria to determine a flexible and cost effective solution landscape for your business

y Detailed methodology and tool set for a simplified rapid-deployment solu-tion experience, including the solution explorer and configurator


Implementations, upgrades, and enhancement package projects


23

Case study

How Caterpillar implemented and leveraged SAP CRM to rollout a global billing solutionChad Rutschke, CaterpillarThis session examines the design and roll-out of Caterpillar’s global billing solution, leveraging SAP CRM functionality and inte-gration with SAP ERP. Attendees of this session will get detailed insight into:

y Caterpillar’s business case and deci-sion criteria for evaluating and implementing SAP CRM billing func-tionality versus SAP ECC sales & distribution (SD)

y Key integration points the company leveraged across SAP CRM and SAP ERP Financials to create an end-to-end order to billing process

y Mitigation strategies the company lev-eraged to overcome performance and technical challenges associated with high-volume orders and billing exceeding 2,000 line items per order






Track 9: Implementations, upgrades, and enhancement package projects


Send your team! Bring a team and you can divide and conquer all of your learning objectives. Call Scot McLellan at +1-781-751-8695 to learn how your organization can take advantage of exclusive group rates.

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