SAP CRM Upgrade now and benefit from recent Enhancements. Alexander Schroeter, Director, Solution Management CRM September 6, 2012

Transcription

1 SAP CRM Upgrade now and benefit from recent Enhancements Alexander Schroeter, Director, Solution Management CRM September 6, 2012

2 Agenda CRM Trends, Customer Expectations and the Next Generation CRM The Value of Upgrading for Sales, Service, and Marketing SAP CRM Upgrade in Practice Questions & Answers 2012 SAP AG. All rights reserved. 2

3 Agenda CRM Trends, Customer Expectations and the Next Generation SAP CRM The Value of Upgrading for Sales, Service, and Marketing SAP CRM Upgrade in Practice Questions & Answers 2012 SAP AG. All rights reserved. 3

4 CRM Trends #1: Customer Experience (CE) is a Strategic Objective Reliability Relevance Great CE Responiveness Convenience #2: Mobility is the new Enterprise Standard #3: Social is the new Customer Engagement #4: Hybrid Consumption Models (on premise + on demand) OP OD OD OP OD OP 2012 SAP AG. All rights reserved. 4

5 Value Proposition: Customer Experience as competitive Advantage Sell Smarter. Serve Better. Aspire To Make A Difference. MAKE EVERY INTERACTION COUNT across all channels & touch points, anywhere, anytime Convenience + Responsiveness CAPITALIZE ON CUSTOMER INSIGHT and turn this insight into action in real time with predictable outcome Relevance DRIVE OPERATIONAL EFFICIENCY & EFFECTIVENESS across and beyond the front office to deliver on your promises Reliability + Responiveness 2012 SAP AG. All rights reserved. 5

6 Building Blocks for the 360º Customer Experience Edge The Hybrid Enterprise Suite replaces traditional CRM Only SAP can provide a comprehensive, best-in-class solution for organizations to become a true real-time enterprise for customers. SAP Business Suite Multi-Channel & Mobility HANA & Analytical Applications On Premise, On Demand, On Device 2012 SAP AG. All rights reserved. 6

7 Guiding Principle: It s the Customer s Choice and It s easy Easy to use and consume Easy to enhance Intuitive UI, visualization of data, collaboration, enterprise search, Cloud / On Demand Easy to deploy Customer Enhancement Packages/ Appl. Enhancement Workbench Easy to expand Rapid Deployment Solutions/ On Demand Solutions 3 rd Party Partner Solutions 2012 SAP AG. All rights reserved. 7

8 Agenda CRM Trends, Customer Expectations, and the Next Generation SAP CRM The Value of Upgrading for Sales, Service, and Marketing SAP CRM Upgrade in Practice Questions & Answers 2012 SAP AG. All rights reserved. 8

9 Mainstream Maintenance extended by 5 Years Mainstream Maintenance for SAP CRM 7.0 extended from 2015 to December For longterm stability, investment protection and as the basis to grow with innovtions. Makes it easier for our customers to plan and adopt innovations SAP AG. All rights reserved. 9

10 SAP CRM Evolution What s new at a Glance Selected Enhancements and new Solutions at a Glance CRM 4.0 CRM 2007 CRM 7.0 incl. Ehp1+2 Improved Usability High Volume Segmentation Territory Management Improved Quality/ Performance Loyalty Management New and comprehensive industry capabilities Rapid Deployment Solutions Enterprise Collaboration Data Visualization Easy Personalization Marketing Permissions Mgmt HANA Accelerators Web Based User Interface Market Development Funds Retail App Pipeline Performance Management ITIL Compliance Sales Marketing Service (SAP GUI/ PC UI) Trade Promotion Mgmt Workforce Management Account Origination (Investigative) Case Mgmt IT Service Management ERP Order Integration Business Communication Management Core enhancements across Sales, Service, Marketing Data Quality Mgmt Groupware Integration Real Time Offer Mgmt (RTOM) Residential Customer Care Reduced Complexity Dashboards, Interactive Reporting, Business Explorer, Crystal Reports, Social Media Integration and Tools (Cockpit, Sentiment, Twitter, Facebook) Handheld Solutions for Sales, Field Service,. Web Service Enablement Shared Service Center Integrated on demand solutions New Web Channel Customer Briefing App Smart end-to-end processes, new capabilities/ solutions 2012 SAP AG. All rights reserved. 10

11 The modern Web based SAP CRM User Interface Customers like the Ease of Use and Personalization Intuitive User Interface Easy Personalization Searching and Data Visualization Access Information 2012 SAP AG. All rights reserved. 11

12 Better Insight and Decision Making Different options for different User Roles/ Needs SAP CRM Analytics Core Enhancements Prepackaged analytics and reporting: 29 out-of-the box dashboards and ready-to-use content Business Objects Solutions Portfolio: Leverage the full suite of SAP Business Objects analytical tools integrated into SAP CRM: Xcelsius, Web Intelligence, Crystal Reports, Business Explorer), CRM interactive reporting wizard Real-time Offer Management: Create the right offers to the right customers at the right time with this powerful real-time decision engine Industry Value Accelerators & Solutions Trade Promotion Effectiveness: Measure effectiveness of promotional campaigns and events and track total promotional spend and costs to improve trade promotion effectiveness Customer Value Analysis: Gain insight into customer profitability and customer lifetime value to improve investment decisions based on customer segments 2012 SAP AG. All rights reserved. 12

14 Sybase Unwired Platform as the basis for Enterprise Mobility and mobile CRM Apps The Market leading Mobile Enterprise Application Platform (Gartner) Connect Create Eclipse Consume SAP Applications Databases J2EE Connector Architecture Web Services SAP and Partner Applications Sybase Custom Applications Unwired Platform Software Applications Files Management Console Afaria Control 2012 SAP AG. All rights reserved. 14

16 SAP CRM Sales 2.0 (mobile) Available as Rapid Deployment Solution (V3) SAP CRM Sales App for iphone, ipad, Blackberry, Windows mobile, Android Account management Contact management Lead management Activity management Opportunity management Quotes management Order management Native app integration (calendar, contacts, maps, phone) Reports (top opportunities, opportunities at risk, sales pipeline) Free demo version can be easily downloaded from Apple s App Store! 2012 SAP AG. All rights reserved. 16

17 SAP CRM Marketing Selected Solution Highlights with newer Releases Loyalty Management Program Management Reward Rule Management Membership Handling Processing Engine Real-Time Offer Management Make the right offer at the right time What? Who? When? Where? High Volume Segmentation Campaign Automation 2012 SAP AG. All rights reserved. 17

18 SAP CRM Service Selected Solution Highlights with newer Releases Multi-Channel Interactions Solution Business Mobile Field Service IT Service Management Incident & Service Request Management Service Level Management Problem Management Customer Installed-Base & Object Management Change Management Knowledge Management 2012 SAP AG. All rights reserved. 18

19 Comprehensive Mobile Field Service Suite Available Solutions based on recent Syclo Acquisition Asset Management Work Orders CATS - Time & Attendance Notifications on-the-spot Measurement Documents Field Service Service Orders Customer data Territory data Entitlements Vehicle Inventory Material Mgmt Cycle Counts Goods Issues Stock Transfers Goods Receipt Condition Monitoring Fast Rounds & Readings Measurement Docs Integration to Data Historian Safety Warnings Copyright 2012 Syclo LLC. All rights reserved SAP AG. All rights reserved. 19

20 Web Channel Experience Management Next-Generation E-Commerce (B2C and B2B) New Web Channel Platform: Web 2.0, Extensible, Interactive UI, Web Channel Builder as Configuration Tool, Enhanced Product Catalog E-Commerce: Enhanced Payment Methods (e.g. PayPal), Quick Check Out E-Marketing: Personalized Recommendations, Campaign Management E-Service: Guided Flows, My Support Home Page, Community Management, Knowledge Management 2012 SAP AG. All rights reserved. 20

21 SAP StreamWork on-demand Solution integrated with CRM Seamless Collaboration across the Enterprise SAP StreamWork is a collaborative decision-making solution that brings together the people, information, and proven business approaches to drive fast, meaningful results. Bring order to chaos Unite people, information and proven business approaches Collaborate within or across companies Work with the applications you use today Transform teamwork into results Apply structure to teamwork with brainstorming, strategizing and decision making tools Bring in the facts: Share documents and work with enterprise data Drive to quick, successful outcomes and learn from prior work More public information and free to try here: SAP AG. All rights reserved. 21

22 Customer Experience with a Social Touch Find more public Information on SAP EcoHUB: look for: Social Media Social Sentiment Analysis with HANA RDS (see also RDS Section) Social & Transactional Confluence Twitter Service Twitter Marketing Extending Reach through Social Channels Facebook Marketing Product Connect on Facebook Enabling Viral Marketing Loyalty on Facebook Customer Enabling Social Commerce Product Reviews & Ratings Facebook & Web Channel 2012 SAP AG. All rights reserved. 22

23 Rapid Deployment Solutions The new Norm in how to deliver Value at high Speed to Customers. (Jim Snabe and Bill McDermott (CO-CEO s)) Service Software Enablement Content Rapid Deployment Solutions SOFTWARE Standard SAP Products Option to license subset Integrates to existing landscape PRECONFIGURATION E2E business solution Best practice processes Automation High reusability ENABLEMENT CONTENT Guides Training material Educational material PREDEFINED SERVICE Step-by-step delivery methodology Fixed scope, fixed cost Delivered usually in less than 12 weeks 2012 SAP AG. All rights reserved. 23

24 Example: CRM Rapid Deployment Solution Value Proposition in a Nutshell SAP brings together market leading software and services in a new offering that gives our customers compelling CRM functionality quickly and affordably. Preconfigured software and service Marketing Sales Service SAP CRM Rapid Deployment Solution Modular and well described scope with proven sales, marketing and service processes Rapid implementation in 8 weeks Affordable and flexible pricing 1000 EUR per user OR Best Practices Consulting ERP Integration 30+x EUR per user per month Global hosting available CRM RDS reduces complexity and risk by providing a compelling solution at predictable cost in 8 weeks. Customers have all relevant information upfront and prepare, approve, start and realize CRM projects faster than ever before; with all the advantages of an integrated solution and the option to grow CRM strategically and without compromise SAP AG. All rights reserved. 24

25 CRM RDS functional Scope and modular Service Offering* Customer s pick from the modular CRM RDS Service Offering according to their Priorities - Implementation in as little as 8 Weeks! Marketing Sales Service Campaign Management (incl. Segmentation and External List Management) (optional) Lead Management (optional) Opportunity and Pipeline Performance Management (optional) Integrated ERP Order and Quotation Management (optional) Lead Management (optional) Interaction Center Service Request Management (incl. Knowledge Articles) (optional) Only available for existing SAP SD customers Foundation Account and Contact Management, Activity Management, Integration with customer s SAP ERP system or master data import for CRM standalone deployment CRM Interactive Reporting (optional) *Service prices depend on country. Listed prices are valid for Germany SAP AG. All rights reserved. 25

26 Overview: All RDS in Marketing, Sales and Service Find more Information under Customer Relationship Management RDS Embedded Analytics RDS Business Communications Management RDS SAP CRM RDS for Service Management Web Channel Sales for ERP RDS IT Service Desk Operation RDS Netweaver MDM for Customer Data Integration RDS Rapid Data Migration for Utilities RDS Rapid Data Migration to SAP CRM RDS Sales and Operations Planning RDS Collaborative E-Care RDS Collaboration RDS for SAP CRM (StreamWork) Mobile Apps and Infrastructure RDS SAP CRM Sales 2.0 RDS (Mobile) Sales Pipeline Analysis with HANA RDS Customer Segmentation with HANA RDS Sentiment Analysis with HANA RDS SAP ERP for Operational Reporting HANA RDS On Premise On Demand On Device On HANA Service Software Enablement Content Rapid Deployment Solutions 2012 SAP AG. All rights reserved. 26

27 Agenda CRM Trends, Customer Expectations, and the Next Generation SAP CRM The Value of Upgrading for Sales, Service, and Marketing SAP CRM Upgrade in Practice Questions & Answers 2012 SAP AG. All rights reserved. 27

28 Upgrade Steps and respective Service Offerings by SAP Consulting Evaluation Planning Technical upgrade Functional upgrade Testing Go-Live Quick Upgrade Analysis Upgrade and Migration Assessment Fixed-price Service Offerings Technical Upgrade Service Solution Migration Upgrade Architect / Upgrade Coach (technical or functional) Quality Assurance SAP Partners do also offer upgrade services SAP AG. All rights reserved. 28

29 Are you considering implementing SAP CRM or upgrading your current SAP CRM implementation? NOW YOU HAVE THE OPPORTUNITY TO TEST DRIVE SAP CRM 7.01 AND EXPLORE ITS POTENTIAL TO CREATE GREAT CUSTOMER AND USER EXPERIENCES FREE FOR 30 DAYS Get Your PERSONAL FREE ACCESS to a live SAP CRM 7.01 test drive system today! Experience Sales, Service and Marketing functionality based on SAP CRM RDS Discover the web-based User Interface and how easy it is to tailor it to your needs SIGN UP SAP AG. All rights reserved. 29

30 Solution Information via SAP Solution Browser Check the Delta to your Release! The solution browser tool helps you to discover new functionality across different SAP application releases and respective SAP enhancement packages. Assess the value of upgrading by comparing functional enhancements and business benefits between your existing release and any subsequent release up to SAP Business Suite 7 and the latest enhancement packages. Access the Solution Browser: SAP AG. All rights reserved. 30

31 SAP CRM Where are we Today? Easy to use, fast to deploy, positively recognized! Easy to Use Our sales reps rave about the improved ease-of-use of the SAP CRM solution. Fast to Deploy/Upgrade Rapid Adoption During our CRM 2007 rollout training there were times when spontaneous applause erupted. The new UI is the best - I am a huge fan. Blog on BPX The reps are fantastic with the new system. More users are requesting access every day. Users love the new system the UI is much better than Siebel. 45+ % greater adoption vs. previous release Number of actual CRM users doubled in 2 years 40% new customers added in last 2 years Analyst Recognition SAP has successfully evolved the on premise CRM software over the past three years Gartner Any SAP customers intending to implement or upgrade any time in the next 12 to 18 months should look no further than SAP CRM. AMR SAP is a sensible shortlist candidate Gartner SAP is a Leader in Forrester CRM Wave strong across the board for sales, marketing, partner channel management, customer service, and analytics Award Winning Leader in four categories of 2009 CRM Market Awards (CRM Magazine): Happy SAP Hi Jim, I know our reps here in Canada are thrilled with their new tool This is just so exciting. Suzanne Montgomery, SAP Canada 2012 SAP AG. All rights reserved. 31

32 The New SAP CRM Has Changed the Game Rapid customer adoption, accelerated user growth and thriving online community 7.8+ Million Live CRM Users #1 in market share with 19,3% (Gartner) Tripled # of users in last 3 years Doubled traffic on CRM SCN site 2012 SAP AG. All rights reserved. 32

33 Aberdeen Research finds that SAP CRM customers outperform non-sap CRM customers across a number of KPI's for the Sales Line of Business Sales organizations that use SAP CRM outperform their peers in sales forecast accuracy, YOY change in annual revenue, quota attainment, % of reps making quota, lead conversion rate, reducing reps nonselling time, annual revenue, average sales cycle time, and revenue per account/customer by a wide margin. A short while ago, Aberdeen Research came to us with an interesting and unsolicited observation. While surveying 500+ sales organizations for a recent study on optimizing sales performance they uncovered a few highly compelling statistics on the performance of SAP CRM customers versus all the rest. Here s what they found: The results of their survey clearly revealed that of the respondents, Those that identified SAP as their CRM provider performed much stronger than all other companies across a number of KPIs SAP AG. All rights reserved. 33

34 Additional Information Service Marketplace SAP CRM Upgrade: SAP Upgrade Services: SAP CRM: SAP CRM Ramp-up Knowledge Transfer (RKT): Partner Shipment via Partner Portal: Other Sources SAP Web: Help Portal: Upgrade and Migration Services Wiki for SAP CRM: SAP AG. All rights reserved. 34

35 Questions & Answers Alexander Schroeter SAP AG

36 Thank You!

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