SAP CRM Infotag. Angelika Scheifele, Business Development, SAP (Schweiz) AG 19. November 2013

Transcription

1 SAP CRM Infotag Angelika Scheifele, Business Development, SAP (Schweiz) AG 19. November 2013

2 Agenda SAP CRM Infotag 2013 Uhrzeit Session 1 Raum Session 2 Raum Begrüssung Forum Kundenbeziehungen am Puls der Zeit mit SAP CRM Forum Distribution Footprint Wie gut ist die Distribution unserer Marken & Produkte? hybris: Die modernste, agilste und umfangreichste Commerce-Suite. Solution Portfolio und Produktdemo. Demo 02 SAP CRM 7.0 Interaction Center bei SBB Finanzen, Shared Service Organisation Demo 02 CRM mal anders Warum moderne Service-Lösungen CRM brauchen! Forum Forum Punkte sammeln mit Supercard Demo 02 Verkaufen Sie - wir kümmern uns um die Details! Forum Guter Kundenservice fängt im Marketing an Kundenanalyse der nächsten Generation Forum 2011 SAP AG. All rights reserved. 2

3 SAP Swiss Events App This mobile App offers you: All SAP Events Event details View the schedule View your personalized agenda Network with other participants Expand your professional network Rate the event and give feedback Feedback to event Feedback to sessions 2011 SAP AG. All rights reserved. 3

4 Kundenbeziehungen am Puls der Zeit mit SAP CRM: Strategie und Update Alexander Schroeter, Head of Outbound PM MEE, CRM & Commerce, SAP AG Regensdorf, November 19, 2013

5 Agenda Agenda 1. Introduction 2. Overview SAP 360 Customer 3. Strategy and Update 4. Wrap up and Q&A 2013 SAP AG. All rights reserved. 5

6 Technology is changing the game. Customers are changing the rules SAP AG. All rights reserved. 6

7 Engage Customers like never before with SAP 360 Customer 1. The right insight at the right time 2. Anytime and anywhere 3. Specific to your industry 4. Integrated across your enterprise 5. With an experience that drives results 6. Internal and external social collaboration 7. Covering all interaction channels 8. Rich analytics incl. predictive and social 9. In the cloud, on premise or hybrid 10. Powered by SAP HANA

8 SAP 360 Customer Solution Portfolio at a Glance SAP Customer Engagement Intelligence [Hana Apps] Customer Value Intelligence Account Intelligence Audience Discovery & Targeting Social Contact Intelligence Predictive Analytics Sales Social Media Monitoring SAP Cloud for Customer Marketing (in progress) Social Engagement SAP Mobile Applications hybris omni-commerce* SAP CRM (On Premise) Sales Marketing Service Interaction Center Analytics Service Social Collaboration SAP HANA *HANA enablement for hybris in progress 8

9 SAP Product Strategy 1. INNOVATE IN CLOUD across Marketing, Sales, Service, Commerce, Social & Mobile 2. LEVERAGE ON- PREMISE with hybrid solutions, private cloud, and end-to-end integration 3. TURN INSIGHT INTO ACTION with predictive analytics powered by HANA WEB MOBILE SOCIAL CHANNELS CONTACT CENTER MARKET PLACE DIGITAL GOODS INDUSTRIES SALES SERVICE MARKETING COMMERCE PREDICTIVE ANALYTICS HANA AS A PLATFORM INTERNET CONTENT OF THINGS CENTER POS MARKETING CHANNELS SOCIAL 4. VERTICALIZE to differentiate in key industries 2013 SAP AG. All rights reserved. 9

10 Innovate in Cloud Beautiful UX, Mobile First, Social Everywhere, Persona-Based, Predictive Analytics, Pre-Integrated Customer Insight SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engagement 2013 SAP AG. All rights reserved. 10

11 Packaged Integration (iflows) SAP ERP End-to-end master Data Synchronization and Process Integration SAP Cloud for Customer Product category Opportunity Ticket Quotation Ticket Accounts & Prospects Products Recent Orders SAP ERP Material Category Pricing Quote Request Price Availability (ATP) Customer Material Sales Order / Request Sales Order Request Sales Orderss Bidirectional synchronization of customers and contacts master data Unidirectional synchronization of product/material master data from ERP Trigger real time creation of inquiries for quotation and sales order Real time review of relevant Sales Documents for Opportunity Real time review of relevant Sales Documents for an Account User triggered real-time ERP ATP/price requests via WebDynPro mashups Trigger real time creation of ERP Sales Order from Cloud for Customer quote Search existing Sales Documents and create Complaints Green indicates UI integration 2013 SAP AG. All rights reserved. 11

12 Packaged Integration (iflows) SAP CRM End-to-end master Data Synchronization and Process Integration SAP Cloud for Customer Real-time integration of master data (accounts, prospects, competitors, contacts, account hierarchy, territory assignment, products, employees, campaign headers) Real-time integration of transactional data (leads, opportunities, activities, service requests) 2013 SAP AG. All rights reserved. 12

13 SAP and hybris Powering the future of Customer Engagement #1 ENTERPRISE APPLICATIONS OMNI-CHANNEL #1 COMMERCE PLATFORM 40 years of business software leadership and solutions expertise Fastest growing, most advanced commerce platform - enabling next generation customer engagement 2013 SAP AG. All rights reserved. 16

14 hybris + SAP enable Omni-Channel Customer Engagement End-to-end User Experience with Fiori WEB MOBILE SOCIAL CALL CENTER MARKET PLACE DIGITAL GOODS INTERNET CONTENT OF THINGS CENTER POS MARKETING CHANNELS Omni-Channel Sales Omni-Channel Service Omni-Channel Marketing Omni-Channel Commerce HANA as Customer Engagement Platform 2013 SAP AG. All rights reserved. 17

15 Social Strategy Embed Social everywhere Listen Engage Collaborate SAP Social Media Analytics by NetBase SAP Cloud for Social Engagement SAP Jam Listen broadly across the social web Understand sentiment, conversation drivers, passion intensity Rapidly identify important social conversations & people Respond intelligently & consistently within minutes Engage customers, partners, and employees where they work, inside their applications & on their devices Team across the enterprise to deliver prompt, insightful answers 2013 SAP AG. All rights reserved. 18

16 Platform Unlock new Possibilities Cloud for Customer runs on HANA Cloud Platform Cloud for Customer natively enables customizations & integrations via SDK & open APIs Partners can leverage HANA Cloud Platform to build next generation extension apps SAP Cloud for Customer Open APIs SAP HANA Cloud Platform www SDK SAP HANA AppServices Integration Portal Analytics Collaboration Security Mobile SAP HANA DBServices Extension Apps Transactions Analytics Streaming Predictive Spatial Text Mining 2013 SAP AG. All rights reserved. 19

17 User Experience Fiori as Strategic Direction Highly visual, interactive user interaction paradigm Mobile-first approach Role-based, responsive, simple, coherent micro apps Visual, UI & Technology Harmonization with Fiori 2.0 Consistent experience across Cloud and On-Premise solutions 2013 SAP AG. All rights reserved. 20 CONFIDENTIAL

18 SAP Fiori - Overview and Approach SAP Fiori is a collection of apps with a simple and easy to use experience for broadly and frequently used SAP software functions. Responsive Simple Impactful Coherent Instant Value All Sizes Devices Focused on user experience outcomes over features and functions Renewed based on usage Assortment of apps that speak the same language Out of the box Easy to adopt Easy to adapt Easy to deploy Easy to introduce Easy to grow SAP AG. All rights reserved. 21

19 Fiori CRM Apps for Sales Representatives Target Group Focus is the role of the Sales Representative selling high value products and services Scope Customers and Contacts Leads and Opportunities Tasks and Appointments Collaboration, Documents and Notes Sales Pipeline Simulation and Performance Management Operational Sales Analysis: Accounts with open Activities; Top Opportunities, Lead Origin / Qualification / Status; Sales Performance Analysis YTD / YOY Analysis Key Benefits New simplified user interface for CRM as alternative to CRM Web UI One user interface across all business suite applications Responsive Design: One User interface for all devices (e.g. Phone, Tablet, Desktop) Mobile solution (online) Embedded analytics by leveraging SAP Hana Live Content (i.e. Virtual Data Models) 2013 SAP AG. All rights reserved. 22

20 SAP Desktop Connection for SAP CRM 2.0 Positioning and Overview Keeps CRM Data in sync between Microsoft Outlook and SAP CRM (Lotus Notes planned) Accounts Contacts Appointments s (Planned 03/2014) Tasks (Planned 03/2014) Online and Offline Access to key SAP CRM data Offers familiar User Interface Microsoft Outlook Add-in 2013 SAP AG. All rights reserved. 23

21 SAP Jam For social Collaboration within and beyond the Enterprise Engage customers, partners, and employees where they work, inside their applications & on their devices Team across the enterprise to deliver prompt, insightful answers Decrease sales cycles, drive revenue more quickly 2013 SAP AG. All rights reserved. 24

22 SAP Customer Engagement Intelligence Leverage real-time analytics to sell more and spend less Customer Value Intelligence: Grow your most valuable customers Audience Discovery & Targeting: Optimize target groups for omnichannel campaigns Social Contact Intelligence: Market to the right people 2013 SAP AG. All rights reserved. 25

23 Thank You! Questions? 2013 SAP AG. All rights reserved. 30

24 SAP Cloud for Sales - Retail Execution Transform retail visits and win at the shelf Visit Planning & Execution Point of Sales Checks Order Capture and Service Tickets Broad SFA functionality Real-time analytics on Surveys and Visits (with no dependency on BW) ipad and browser support Integration with non-sap systems 31

25 SAP Social Analytics by NetBase Social media analysis to extract sentiment and opinion on any topic Understand overall sentiments related to your company, brand or competitor in real-time Monitor 160+ sources from the Social web Open API and integrated with SAP Cloud for Social Engagement 32