Solution Map. Release 2005

Transcription

1 mysap Customer Relationship Solution Map Release 2005

2 mysap Customer Relationship Marketing Sales Service E-Commerce Interaction Center Channel Marketing Resource Sales Planning & Forecasting Territory Service Service Order Contract Segmentation & List Accounts & Contacts Complaints & Returns Campaign Quotation & Opportunity Order In-House Repair Trade Promotion Pricing & Contracts Incentive & Commission Installed Case Warranty Base Lead Time & Travel Resource Planning Analytics Access Modes SAP AG 2005, mysap Customer Relationship Solution Map 2

3 Marketing mysap Customer Relationship Marketing Resource Segmentation & List Campaign Trade Promotion Lead Market Research (S14, Scenario Planning (S14, Marketing Planning and Budgeting (S14, Budget Planning (S14, Budget Control (S14, B12, Product and Brand Planning (S14, Cost and Volume Planning (S14, Collaborative Planning (S14, Marketing Plan Analysis (S14, Marketing Calendar Multiple Data Source Access High Speed Data Search (B42, S14) Preview Lists Pre-Filtered/Personalized Attribute Lists Sampling and Splitting Embedded Predictive Modeling (S14, Dynamic Filtering Quick Counts Segment Deduplication Suppression Filters Target Group Optimization (S14, Clustering (S14, Campaign Planning (S14, Graphical Campaign Modeling Campaign Optimization (S14, Campaign Simulation (S14, Marketing Calendar Campaign-Specific Pricing Multichannel Campaign Execution Multiwave Campaign Execution Event-Triggered Campaign Execution Real-Time Response Tracking Cost/Financial Reporting (S14, Trade Promotion Planning ( Account Planning (S14, Trade Promotion Validation (S14, Trade Promotion Execution (S14, S12, Trade Promotion Evaluation (S59, S14, Multiple Interaction Channels Automated Qualification Rule-Based Distribution Lead Dispatching Web-Based Lead Generation Lead Partner Mass Generation Interactive Forms Lead Surveys Automatic Generation of Follow-Up Activities Lead Analysis (S14, Marketing Brief Data Mining (S14, Personalized (E)Mails Digital Asset Marketing Organization Workflow and Approval Project Decision Trees (S14, ABC Analysis (S14, List - List Format Mapping Duplicate Checks (S14, P11) Postal Validation Data Cleansing Data Enrichment List Quality Bounce Handling Call Lists Campaign ROI (S14, Support of B2B, B2C, B2B2C Scenarios Interactive Scripting Target Group Analysis (S14, Campaign Analysis (S14, Lead and Activity Imports List Analysis (S14, Available Available with Future Releases Future Focus SAP AG 2005, mysap Customer Relationship Collaborative Solution Map Business 3 Map Available

4 mysap Customer Relationship Sales Sales Planning & Forecasting Territory Accounts & Contacts Opportunity Quotation & Order Pricing & Contracts Incentive & Commission Time & Travel Strategic Planning (S14, Flexible Modeling (S14, Rolling Forecast (S14, Collaborative Planning (S14, Supply Chain Integration (S14, Planning-Cycle Monitoring (S14, Performance Reviews (S14, Sales Planning & Forecasting Guides (S14, Account Planning (S14, Opportunity Planning (S14, Market Segmentation Territory Assignment & Scheduling Territory/Organiz ational Mapping Rule-Based Synchronization for Mobile Devices Sales Analysis by Territory (S14, Interface to Third-Party Territory Planning Tools Visit Planning Fact Sheet (S14, Interaction History Activity (S14, & Fax Integration Relationship Marketing Attributes & Classification Customerspecific Pricing Account Planning Customer Analysis (S14, Opportunity Planning Team Selling Competitive Information Account-specific Sales Processes Automatic Business Partner Assignment Pricing Activities Follow-Up Transactions Product Configuration Anticipated Revenue Buying Center Sales Project Opportunity Hierarchies Inquiries Quotations Order Capture Automatic Business Partner Assignment Order Status Tracking Pricing Order Validation Check Credit & Credit Check (S14, S59) Payment Card Processing (S14, S59) Automated Follow-Up Processes Product Authorization & Restriction Value & Quantity Contracts Sales Agreements Authorized Customers Contract Completion Rules Collaborative Contract Negotiation Release Order Processing Cancellation Handling Fulfillment Synchronization (S14, S59) Automatic Business Partner Assignment Product Configuration Contract Status Tracking Direct & Indirect Sales Compensation (S9) Incentive Plan Modeling (S9) Configuration Templates (S9) Roll Up Hierarchies/Indire ct Participants (S9) Contracts and Agreements Handling (S9) Individual Plan Exceptions (S9) Target Agreement (S9) Adjustments (S9) Posting and Settlement (S9, S22, S23) Commission Simulation (S9) Commission Status (S9, B12, S4) Time Reporting (S33, Expense Reports (S33, Receipt Itemization (S33, Track Receipts, Mileage, Deductions & Border Crossings (S33, Integration with Activity (S33, S14, Cost Assignment (S33, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 4

5 mysap Customer Relationship Sales continued Sales Planning & Forecasting Territory Accounts & Contacts Opportunity Quotation & Order Pricing & Contracts Incentive & Commission Time & Travel Sales Process & Selling Methodologies Opportunity Analysis (S14, Product Configuration Bill of Material Availability Check (S14, S59, S64) Credit & Credit Check (S14, S59) Pricing Free Goods Rebates Billing (S14, S12, Fulfillment Synchronization (S14, Quotation and Order Analysis (S14, Customerspecific Pricing Promotional Pricing Contract Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 5

6 mysap Customer Relationship Service Service Order Service Contract Complaints & Returns In-House Repair Case Installed Base Warranty Resource Planning Service Order Quotation Service Order Processes (S14, 3rd Party Integration (S14, Service Employee Resource Planning Service Confirmation Processing Product Service Letter Processing Logistics Integration Processes (S14, Financial Integration (S12, S14) Service Order Analytics (S12, S14, Service Agreement Service Contract Quotation Processing Service Contract Processing (S12, S14) Usage Based Contract Service Level Value and Quantity Contracts Contract Determination Service Plan Processing (S14, Financial Integration (S14, Service Contract Analytics (S14, S12, Knowledge Complaints Processing Returns Processing Follow-Up Processes Recall (S14, Warehouse Integration (S7, S12, S14) Logistics Integration (S14, Financial Integration (S12, S14) Complaints and Returns Analytics (S14, B12, Inventory In-House Repair Quotation In-House Repair Processing (S14, Loaner (S14, In-House Repair Confirmation Processing Logistics Integration (S14, S7, Quality Integration (S14, Financial Integration (S12, S14) In-House Repair Analytics (S14, Case Processing Change Request Service Confirmation Processing (S14, Activity Processing Supporting Processes Case Analytics (S14, Installed Base Processing Component Hierarchy Object Fact Sheet Backend Integration (S14, Installed Base Analytics (S14, Customer and Vendor Warranty Product and Warranty Registration (S14, Warranty Determination Warranty Claim Processing Warranty Analytics (S14, Service Resource Planning Resource Master Data (S23, S14) Assignment Absences/Attend ances Maintenance Appointment Scheduling Communication Integration Rule-Based Synchronization for Mobile Devices Integration to Third Party Scheduling Engines Resource Planning Analytics (B12, S14) Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 6

7 E-Commerce The E-Commerce capabilities of mysap CRM provide organizations with the only e-commerce platform on the market that is fully integrated with enterprise-wide CRM and channel-management solutions to help companies increase customer satisfaction, reduce costs, and increase revenue. mysap CRM ties seamlessly into both direct and indirect sales processes, and extends across the enterprise, encompassing sales, service, and marketing interactions. With mysap CRM, an organization can deploy a fully branded, powerful, and easy-to-use Web selling and customer care site that delivers accurate information and enables reliable business process execution. SAP AG 2005, mysap Customer Relationship Solution Map 7

8 E-Commerce E-Marketing Catalog Content Personalization & Web Campaigns Store Locator E-Selling Quotation & Order Shopping Basket Interactive Selling & Pricing & Contracts Configuration Web Auctions Selling via Partners E-Service Knowledge Service Order Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service SAP AG 2005, mysap Customer Relationship Solution Map 8

9 E-Commerce E-Marketing Catalog Content Personalization & Web Campaigns Store Locator Catalog Authoring (S14, Catalog Personalization (S14, Browse and Search Catalog (S14, Product Comparison (S14, Product Promotions Cross-Sell/Up-Sell (S14, Web Search Support (S12, S14) Content Authoring Personalized Content Presentation Newsletter Subscription Target Group Web Surveys Dynamic Personalization Dynamic Cross-Sell/Up-Sell Targeted Messages & Alerts Product Recommendations Customer Profiling & Segmentation Click-Stream Analysis (S14, B12, Customer Segmentation Product Allocations Private and Public Campaigns Campaign-Specific Pricing (S14, Multi-Wave Campaign Execution Event-Triggered Campaign Execution Personalized s Couponing Campaign Optimization Search for Service and Store Locations Travel Direction Campaign Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 9

10 E-Commerce E-Selling Quotation & Order Shopping Basket Pricing & Contracts Interactive Selling & Configuration Web Auctions Selling via Partners Request for Quotation (S14, Online Ordering (S14, B2B Order Tools (S14, Order-/Quotation-on- Behalf (S14, Bill of Material (S14, Create & Save Shopping Basket (S14, Cross-Sell/Up-Sell (S14, Price Maintenance (S14, Customer-Specific Pricing (S14, Rule-Based Pricing (S14, Campaign-Specific Pricing Contract Pricing (S14, Guided Selling (P72) Interactive Product Configuration (S14, Auction (S14, Selling via ebay (S14, Auctioning via Web Shop Check out via Web Shop (S14, Collaborative Showroom Distributed Catalog & Content Distributed Order & Inventory Hosted Partner Sites Grid Products (S14, Contract Negotiation Availability Check (S14, Contract Release Order (S12, S14) Order Fulfillment (S14, Contract Analysis (S14, Order Status & Tracking (S14, Credit Check (S14, Sales Quotation & Order Analysis (S14, S12, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 10

11 E-Commerce E-Service Knowledge Service Order Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service Solution Search Knowledge Base Frequently Asked Questions Service Requests Service Fulfillment Entitlement Validation Resource Planning Status and Tracking (S14, Call Back Chat Co-Browsing (P72) Installation Warranty (S14, Product Registration Installed Base Analysis (S14, Complaints Returns Complaints & Returns Analysis (S14, Online Access and Download of Invoices (S14, Online Payment (S12, S14) Payment History (S14, Billing Analysis (S14, S12, Self Registration Account and User Administration (S14, Account Status and History (S14, Status and Action Service Order Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 11

12 Interaction Center Forms the foundation of an organization s collaboration and communication platform, providing: Easy access to customer profiles, history, and the installed base of purchased products. Tools to search knowledge bases. Scripts to guide agents through customer interactions. Because these tools are so easy-to-use, agents no longer need extensive training on multiple systems, complex products, or intricate marketing campaigns. The interaction center handles inbound and outbound communication over multiple channels, including telephone, , fax, voice over Internet protocol (VoIP), text chat, and mobile devices. Powerful analytical capabilities and real-time monitors ensure that companies meet service levels and properly allocate resources. The interaction center is integrated with SAP and non-sap systems so that agents can qualify leads, enter orders, cross-sell and up-sell, execute marketing campaigns, process service requests, manage cases, offer appropriate resolutions, and process complaints -- all from a single desktop application. These capabilities make it a solid platform for a variety of business scenarios, including service, telesales, telemarketing, knowledge management, and customer analytics. SAP AG 2005, mysap Customer Relationship Solution Map 12

13 Interaction Center Telemarketing Campaign Execution Lead Personalization Telesales Accounts & Contacts Activity Opportunity Quotation & Order Customer Service Customer Service & Support Complaint Help Desk IC Knowledge Workforce Process Modelling Communication Channels SAP AG 2005, mysap Customer Relationship Solution Map 13

14 Interaction Center Telemarketing Campaign Execution Lead Personalization Call List Assignment Soft Phone Interactive Scripts Surveys Script Effectiveness Outbound Dialing Integration (S14, P15) Lead Generation Lead Qualification Workflow for Lead Distribution Screen Pop Product Proposal Cross-Sell and Up-Sell Scripting Personalized Forms Alert Modeler Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 14

15 Interaction Center Telesales Accounts & Contacts Activity Opportunity Quotation & Order Account and Contact Person Tasks and Business Activities Sales Team Inquiries Search and List Fact Sheet Interaction History Customer Alerts Interactive Scripting Workflow Integration Inbound and Outbound Interactions Automatic Partner Determination Automatic Organizational Data Determination Status and Result (S14, S59) Notes Attachments Campaign Reference Follow-Up Documents Action Workflow Activity Monitor Multiple Survey Assignment Document Flow Broadcast Messaging Customer Alerts Inbound and Outbound Interactions Success/Failure Analysis Customer Care Intensity Analysis Activities per Organizational Unit Analysis Activity History Analysis Planned Activities Analysis Competitors Product Notes Individual Sales Cycle Automatic Partner Determination Automatic Organizational Data Determination Product(s) Categories Pricing (S14, S59) Follow-Up Documents Attachments Competitor Products Multiple Survey Assignment Project Milestones Lead to Opportunity Workflow Status and Reason Buying Center Assessment (Survey) Sales Assistant Project Goals Definition Opportunity Plan Document Flow Inbound and Outbound Interactions Quotations Sales Orders ERP Sales Order (S14, S59) Mixed Documents Automatic Organizational Data Determination Automatic Partner Determination Automatic Text Handling Status Pricing (S14, S59) Attachments Incompletion Check Credit and Credit Check (S14, S59) Payment Card Processing (S14, S59) Workflow Automated Follow-Up Processing Document Flow Product Listing/Exclusion Product Determination Sales Document with Structured Products Sales Cycle Analysis Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 15

16 Interaction Center Telesales continued Accounts & Contacts Activity Opportunity continued Quotation & Order continued Opportunity Pipeline Analysis Output Determination Win/Loss Analysis Expected Sales Volume Analysis Forecast Reliability Analysis Product Configuration Fulfillment Systems Synchronization (S14, S59) Availability Check (S14, S59, S64) Opportunities Results Analysis Sourcing Expected Product Value Minimum Order Quantity Check Delivery Groups Follow-Up Order Quotation to Order Sales Probability Alternative Items Validity Period Quotation Output Success Rate per Product Product Proposal Call List Processing Inbound and Outbound Interactions Sales Order with Promotion Cross-Sell and Up-Sell Billing (S14, S59) Quotation Tracking Analysis Quotation Success Rate Analysis Top Five Quotations Incoming Sales Order Analysis Plan/Actual Comparison Best-Selling Products Available Available with Future Releases Future Focus SAP AG 2005, mysap Customer Relationship Collaborative Solution Map Business 16 Map Available

17 Interaction Center Customer Service Customer Service & Support Complaint Help Desk Account Identification Account Maintenance Registered Product Identification Result List Interaction History Scratch Pad Notes Service Order and Request Code Catalogs/Multi-level Categroization Prioritization Content Integration Spare Parts and Services (S14, S59) Appointment Scheduling In-House Repair Request Service Quotations Contract and Entitlement Service Level Escalation Warranty Product Warranty Registration and Extension Installed Base Service Product Proposal Cross-Sell and Up-Sell Case for Customer Service Complaints Processing Credit Memo Integration Returns Processing Return Material Authorizations Issue Loaners Solution Database Search Escalation and Follow-Up Consumer Relations Solution Database Solution Attachments Knowledge Search and Chat Integration Information Security Profile Auto Acknowledge Interactive Auto Suggest of Solutions Auto Response Interaction Record Customer Care Case for Customer Service Empoyee Interaction Center (S14, S23) IT HelpDesk Solution Search Statistics Report Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 17

18 Interaction Center IC Knowledge Workforce Process Modelling Communication Channels Solution Search Multichannel Forecasting Action Soft Phone Fact Sheet Advanced Algorithms Alert Contact Handling Interaction History Interactive Auto Suggest of Solutions Multiple Knowledge Databases Mail Forms Standard Response for and Chat Multilevel Categorization Case Custom Forecast Algorithms User-Driven Forecast Parameters Scheduling CRM Integration CRM IC Integration ERP HCM Intergation (S23, S14) Goals Alignment Cost and Efficiency (S14, S21) Schedule Analytics (S14, S21) Action Monitor Scripting Rule Modeler Workflow for Long Texts in Sales Orders Workflow for Approving Quotations Workflow for Automatically Releasing Quotations Workflow for Opportunity from Lead Outbound Dialing Integration (S14, P15) Universal Routing and Universal Queue Integration (S14, P15) Automatic Number Identification (ANI) Dialed Number Identification Service (DNIS) Screen Pop Contact-Attached Data Response Workflow for Lead Processing by External Partners Workflow for Credit Interaction History Statistic Interface Manager Dashboard Workflow for Approving Marketing Campaigns Co-Browse (S14, P72) Workflow for Status of Mail Transmission Process Definition of Customer-Specific Business Processes Using the WebFlow Engine Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 18

19 Channel mysap CRM is the only comprehensive solution on the market that delivers partner relationship management, extended CRM, and e- commerce processes with its channel management capabilities. With mysap CRM, companies can optimize their channels by employing the right mixture of partners and direct and indirect sales forces. SAP AG 2005, mysap Customer Relationship Solution Map 19

20 Channel Partner Partner Lifecycle Partner Recruitment Partner Planning & Forecasting Partner Training & Certification Partner Networking Partner Compensation Channel Marketing Content Catalog Campaign Lead Channel Marketing Funds Partner Locator Channel Sales Accounts & Contacts Opportunity Interactive Selling & Pricing & Contracts Configuration Quotation & Order POS & Channel Inventory Tracking Channel Service Knowledge Service Order Live Support Complaints & Returns Installed Base Warranty Channel Commerce Collaborative Showroom Distributed Catalog & Content Distributed Order & Inventory Hosted Partner Sites SAP AG 2005, mysap Customer Relationship Solution Map 20

21 Channel Partner Partner Lifecycle Partner Recruitment Partner Planning & Forecasting Partner Training & Certification Partner Networking Partner Compensation Partner Profiling Partner Monitoring Self Services Partner Segmentation Partner Analysis (S14, Partner Registration Prospective Partner Qualification Prospective Partner Processing Sales Target Planning with Channel Partners Partner Portfolio Planning Forecasting & Simulation Sales Pipeline Analysis (S14, Partner Training & Administration (S24) Online Training (S24) Online Testing (S24) Partner Certification Online Registration (S24) Collaboration Room (B20) Partner Directory (B20) Compensation Planning Compensation Calculation Compensation Simulation Compensation Settlement Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 21

22 Channel Channel Marketing Content Catalog Campaign Lead Channel Marketing Funds Partner Locator Content Authoring Personalized Content Presentation Sales and Marketing Library Subscription Automatic Document Classification Search Engine Collateral Catalog and Search Collateral Ordering and Fulfillment Collateral Download Catalog Authoring Catalog Personalization Browse and Search Catalog Product Comparison Product Promotions Cross-Sell/Up-Sell Web Search Support Campaign Planning Segmentation with Channel Partners Campaign View for Partners Centralized Campaign Execution Decentralized Campaign Execution by Partners Campaign Monitoring Campaign Analysis (S14, Lead Generation Lead Qualification Lead Distribution Lead Notification Lead Processing Lead Monitoring Workflow Lead Analysis (S14, Budgeting & Planning Checkbook & Fund Fund Request Claims Channel Marketing Funds Analysis (S14, Search for Partner Store Locations Travel Direction Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 22

23 Channel Channel Sales Accounts & Contacts Opportunity Pricing & Contracts Interactive Selling & Configuration Quotation & Order POS & Channel Inventory Tracking Search & List Account Fact Sheet Interaction History Activity Activity Analysis (S14, Customer Analysis (S14, Opportunity Creation Opportunity Qualification Opportunity Distribution Opportunity Notification Opportunity Processing Opportunity Monitoring Sales Pipeline & Forecasting Sales Process & Selling Methodologies Activity Workflow Price List for Partners & Customers Partner Sales Pricing Customer & Partner- Specific Pricing Rule-Based Pricing Contract Negotiation Contract Pricing Campaign-Specific Pricing Special Pricing Contract Analysis (S14, Guided Selling (P72) Interactive Product Configuration Quotations Proposal Generation Ordering Products & Services Quotation & Order on- Behalf Availability Check (S14, Order Fulfillment (S14, Order Status & Tracking Credit Check (S14, S59) Online Billing & Payment (S14, Quotation and Order Analysis (S14, POS Data Channel Inventory Price Protection POS & Inventory Analysis (S14, Opportunity Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 23

24 Channel Channel Service Knowledge Service Order Live Support Complaints & Returns Installed Base Warranty Solution Search Knowledge Base Frequently Asked Questions Service Requests Service Fulfillment Entitlement Validation Resource Planning Call Back Chat Co-Browsing (P72) Complaints Returns Complaints & Returns Analysis (S14, Installation Product Registration Installed Base Analysis (S14, Warranty Warranty Analysis (B12, S14) Status and Tracking Service Order Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 24

25 Channel Channel Commerce Collaborative Showroom Distributed Catalog & Content Distributed Order & Inventory Hosted Partner Sites Multi-Partner Storefront Distributed Catalog Authoring Order Processing by Partners Website Wizard Partner Selection Partner-Specific Pricing Partner-Specific Availability Multiple Partners per Shopping Basket Collaborative Showroom Analysis (S14, Multi-Partner Catalog Customer-Specific Pricing by Partners Catalog Import & Export Shared Content Replenishment Orders Fulfillment by Partner Drop Shipment Order Download for Partners Order Distribution Checkout via External Shop Hosted Inventory Partner-specific Product Catalog Partner-Specific Branding Customer-Specific Pricing by Partners Hosting Platform System-to-System Integration with Partners Delivery Time Maintenance for Partners Distributed Order Analysis (S14, Future Focus Available Available with Future Releases Collaborative Business Map Available SAP AG 2005, mysap Customer Relationship Solution Map 25

26 Access Modes In the office or on the road, mysap CRM ensures that your mobile team always remains accessible with complete support across all access modes connected (online), mobile (offline) and wireless. mysap CRM provides field professionals with anytime, anywhere access to mission-critical customer information and processes using any device that they prefer laptop, handheld, tablet PC, SmartPhone or Blackberry device. Regardless of device preference or access mode, bi-directional synchronization of data between all mobile devices and the enterprise ensures that the entire team has reliable and timely visibility to the most accurate information to quickly respond to customer needs. Desktop The traditional desktop computer remains the device of choice for many office-based sales and service organizations that depend on the speed and availability of wired network access to quickly resolve customer issues and collaborate with counterparts in the field. mysap CRM provides desktop users real-time access through a number of role-based portals which can be customized to the individual needs and preference of the user. Laptop Laptop PCs provide mysap CRM users with continuous visibility whether running in connected, mobile or wireless access modes. Combined with ever-increasing speed and availability of WiFi connections in offices, airports, coffee shops and other public locations wireless-enabled laptop PCs provide even more opportunities to remain connected in real-time within and beyond office walls. mysap CRM enabled laptop PCs leverage bidirectional synchronization to leading groupware solutions (Microsoft Outlook and Lotus Notes) to ensure that field professionals always remain up to date with changes to contact, calendar, activity and interactions. Tablet PC Tablet PCs, which run Microsoft Windows XP Tablet PC Edition, extend the portable functionality of PCs with pen capabilities. Tablet PCs equipped with mysap CRM offer field professionals easy, timely, and efficient access to customer data without pen and paper. Using digital pens to navigate the system, sales professionals can quickly and easily edit product data, create and finalize orders, collect digital signatures, and generate order confirmations from remote locations. Handheld Handheld devices, which run either Pocket PC or PalmOS, deliver mobile data access and critical transaction processing combined with role-specific functionality scaled to fit a compact form factor. Handheld devices equipped with mysap CRM enable field professionals with fully-synchronized customer information and transactions when running in mobile mode and real-time access when accessing mysap CRM in wireless mode. SmartPhone The convergence of multiple mobile communication tools into one compact device the SmartPhone integrates handheld functionality with a voicecentric handset to combine voice communications, text messaging, internet access and wireless messaging in one mobile device. SmartPhone devices provide mysap CRM users with secure real-time access to customer data and transactions with wireless access to the corporate network using the built-in internet browser, critical alerts can be broadcast to field professionals using SMS and messaging capabilities while providing the simplicity and convenience of device consolidation. Blackberry Combining phone, , SMS, browser and organizer applications into one simple and intuitive device for voice and text communications, the Blackberry device leverages push technology to automatically sense, respond and seamlessly shift access modes with changes in network connectivity. MySAP CRM enabled Blackberry devices provide field professionals with an easy to use device that provides always available access to mission-critical customer data and transaction processing running in both mobile and wireless access modes. Bi-directional synchronization with leading groupware solutions (Outlook and Notes) ensures that contact, calendar, activity and interactions remain up to date. SAP AG 2005, mysap Customer Relationship Solution Map 26

27 Analytics Automating CRM processes can show rapid ROI, but without embedded customer insights, the rate of return ultimately will level off. Successful CRM projects use analytics to drive growth through a deep understanding of the customer that better aligns enterprise resources around customer needs. SAP Analytics for CRM enables organizations to turn their enterprise customer data into a competitive advantage. SAP Analytics takes CRM processes to the next level with embedded analytics that help customer facing employees make better business decisions based the tightest integration of operational applications and customer intelligence available. SAP Analytics for CRM aligns business strategies with execution and empowers managers to continuously plan, monitor and respond to strategic, operational, and tactical objectives with a better understanding of the customer s value, needs, trends, and future behavior. With SAP Analytics for CRM, companies can grow revenues by quickly adapting to market changes, optimizing business processes, and delivering greater value to their employees. SAP Analytics for CRM lets you: Gain Valuable Customer Insight Consolidate and maximize your customer data Drive revenue through customer centric strategies Identify shifts in your customers behaviors and needs Create More Effective Business Processes Arm your customer facing employees with the information they need to make better decisions Innovate and align your customer facing processes with end to end visibility and proactive alerts Break down organizational and technical barriers across the enterprise Reduce Cost Reduce your IT costs with prebuilt and integrated business content Increase user adoption by delivering real value back to the users Get insights to the right person, at the right time, in the right format Only SAP Delivers Fully Integrated Application-Analytic Platform - With NetWeaver, SAP delivers a fully integrated analytical suite as part of the NetWeaver technology platform. This enables SAP to provide a higher level of context, business value, and usability across our analytical and transactional solutions. Easy to Deploy and Extend With t he design environment of the SAP NetWeaver platform, business users can understand, deploy, and customize business models for analytics, assembling them from predefined components rather than using complicated development tools. Actionable Insights SAP Analytics are designed to give users more than just key metrics and reports. SAP Analytics are embedded within the transactional applications with proactive alerts to deliver insights that are timely, relevant, and complete allowing users to take immediate action directly from the application. Enterprise-Wide Solution SAP s unmatched enterprise application footprint and NetWeaver technology platform gives SAP Analytics for CRM unparalleled leadership in prepackaged analytical content, heterogeneous data access, and enterprise scalability and performance. Superior User Experience SAP Analytical Applications are designed to bring new levels of usability to the BI space. SAP Analytics are designed to deeply merge Analytics into the transactional process delivering an unprecedented level of value to the user. Business Planning SAP delivers the visibility and goal setting tools you need to align and manage the performance of your enterprise. SAP AG 2005, mysap Customer Relationship Solution Map 27

28 Solution Map Product Table Key B12 B20 B42 S4 S7 S9 S12 S14 S21 S22 S23 S24 S33 S59 S64 Description SAP NetWeaver Business Intelligence SAP Search NetWeaver and Classification Portal Engine (TREX) SAP Netweaver: SAP Crystal Enterprise - Enhanced SAP Edition Extended Warehouse (applies to mysap SCM) SAP Incentive & Commission (applies to mysap ERP/mySAP CRM) mysap ERP mysap Customer Relationship mysap Customer Relationship : SAP Workforce Optimization mysap ERP Financials mysap ERP Human Capital mysap ERP: SAP Learning Solution mysap Mobile Business Solutions SAP R/3 Enterprise / mysap ERP / mysap Customer Relationship SAP R/3 Enterprise / mysap ERP / mysap Supply Chain SAP AG 2005, mysap Customer Relationship Solution Map 28

29 Solution Map Partner Interface Table Key P11 P15 P72 Description Business Address Services Computer Telephony Technology Partners SAP AG 2005, mysap Customer Relationship Solution Map 29

30 Copyright 2005 SAP AG. All Rights Reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iseries, pseries, xseries, zseries, z/os, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP AG 2005, mysap Customer Relationship Solution Map 30

31 Copyright 2005 SAP AG. Alle Rechte vorbehalten Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten. Microsoft, Windows, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iseries, pseries, xseries, zseries, z/os, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, und Informix sind Marken oder eingetragene Marken der IBM Corporation in den USA und/oder anderen Ländern. Oracle ist eine eingetragene Marke der Oracle Corporation. UNIX, X/Open, OSF/1, und Motif sind eingetragene Marken der Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc. HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java ist eine eingetragene Marke von Sun Microsystems, Inc. JavaScript ist eine eingetragene Marke der Sun Microsystems, Inc., verwendet unter der Lizenz der von Netscape entwickelten und implementierten Technologie. MaxDB ist eine Marke von MySQL AB, Schweden. SAP, R/3, mysap, mysap.com, xapps, xapp, SAP NetWeaver und weitere im Text erwähnte SAP-Produkte und - Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern weltweit. Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die vorliegenden Angaben werden von SAP AG und ihren Konzernunternehmen ( SAP-Konzern ) bereitgestellt und dienen ausschließlich Informationszwecken. Der SAP-Konzern übernimmt keinerlei Haftung oder Garantie für Fehler oder Unvollständigkeiten in dieser Publikation. Der SAP-Konzern steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Aus den in dieser Publikation enthaltenen Informationen ergibt sich keine weiterführende Haftung. SAP AG 2005, mysap Customer Relationship Solution Map 31