mysap Customer Relationship Management - Enterprise Solution Map Edition 2004

Transcription

1 mysap Customer Relationship - Enterprise Solution Map Edition 2004

2 mysap Customer Relationship - Enterprise Marketing Marketing Planning Segmentation Campaign Trade Promotion Lead Personalization Sales Sales Planning & Forecasting Account & Contact Activity Quotation & Order & Leasing Incentive & Service Service Planning & Forecasting Customer Service & Support Resource Planning & Optimization Service Operations Professional Services Analytics Customer Analytics Product Analytics Marketing Analytics Sales Analytics Service Analytics Interaction Channel Analytics SAP AG 2004, Title of Presentation, Speaker Name / 2

3 mysap Customer Relationship - Enterprise Marketing Marketing Planning Segmentation Campaign Trade Promotion Lead Personalization Market Research Marketing Plan Development Marketing Calendar Targets/Goals Planning Budget Planning Budget Control Market Discovery Marketing Plan Optimization Customer Behavior Modeling Product & Brand Planning Collaborative Planning Key Figure Planning Success/Failure Analysis Marketing Brief Cost & Volume Planning with Future Releases Target Group Optimization Data Visualization Multi-Data Source Access (Random) Sampling (Random) Splitting Preview Lists Pre- Filtered/Personalized Attribute Lists Embedded Predictive Modeling Dynamic Filtering Cascading Counts Quick Counts Segment Deduplication Suppression Filters Time-Dependent Selection Clustering Multiple-Level Selection Campaign Planning Graphical Campaign Modeling Campaign Optimization Campaign Simulation Customer Segmentation Marketing Calendar Product Allocations Campaign-Specific Pricing (S14, S59) Marketing Brief Volume Planning Multichannel Campaign Execution Multiwave Campaign Execution Event-Triggered Campaign Execution Real-Time Response Tracking Cost/Financial Reporting with Future Releases Budgeting (S59) Design & Planning Multiple Models Scenarios & Simulation Promotion (S59, S14) Performance Analysis (B12) Multiple Interaction Channels Automated Qualification Lead Dispatching External List Web-Based Lead Generation Lead Partner Mass Generation Lead Surveys Lead Qualification Generation of Follow-Up Activities External List Analysis (Personalized) Lead Analysis Dynamic Cross Selling Top Seller Lists Data Mining Personalized Product Recommendations Cross Selling Up Selling Down Selling Prefiltered/Personalized Attribute Lists Personalized Web Offers Dynamic Personalization Personalized Mails Association Analysis SAP AG 2004, Title of Presentation, Speaker Name / 3

4 mysap Customer Relationship - Enterprise Marketing continued Marketing Planning Segmentation Campaign Trade Promotion Lead Personalization Interface to Third-Party Selection Tools Personalized (E)Mails Data Mining Bounce Handling Decision Trees Call Lists Customer Profitability Analysis Individual Customer Base ABC Analysis Individual/Group/Organi zation-based Segmentation Campaign ROI Support of B2B, B2C, B2B2C Scenarios Interactive Scripting Target Group Analysis Campaign Response Analysis Success/Failure Analysis with Future Releases with Future Releases SAP AG 2004, Title of Presentation, Speaker Name / 4

5 mysap Customer Relationship - Enterprise Sales Sales Planning & Forecasting Strategic Planning Flexible Modeling Rolling Forecast Integrated E- Business Planning Platform Collaborative Planning Supply Chain Integration Planning-Cycle Monitoring Performance Reviews Sales Planning & Forecasting Business Content Planning with Future Releases Market Segmentation Maintenance Assignment Scheduling /Organi zational Mapping Responsibility Mobile Business Support Reorganization Sales Analysis by Interface to Third-Party Planning Tools Account & Contact Account & Contact Person Search and List Fact Sheet (S14, S59, B12) Interaction History Activities Opportunities Addresses Relationships Pricing Notes Attachments Print Account Overview and Fax Integration Marketing Attributes Activity Tasks & Business Activities Partner Organizational Data Status & Result Notes Attachments Private Activities Groupware Integration Campaign Reference Activity Journal Follow-Up Documents Action with Future Releases Planning Sales Team Competitors Product Notes Individual Sales Cycle Partner Organizational Data Product Category Pricing Follow-Up Documents Product Configuration Expected Product Value Quotation & Order Inquiries Quotations Sales Orders Mixed Documents Organizational Data Partner Text Handling Status Pricing Price List Tax Attachments Incompletion Check & Leasing Value s Quantity s Releasable Products Authorized Partners (S14, S59) Completion Monetary Value in Quantity s Collaborative Negotiation Release Order Processing Cancellation Handling Fulfillment Systems Synchronization (S14, S59) Open Sales Analysis (S14, B12) Incentive & Direct and Indirect Sales Compensation (S9) Incentive Plan Modeling (S9) Configuration Templates (S9) Roll Up Hierarchies/Indir ect Participants (S9) s and Agreements Handling (S9) Individual Plans (S9) Segment (S9) Participant (S9) Transaction Valuation (S9) Remuneration (S9) Incentive (Bonus) Remuneration (S9) SAP AG 2004, Title of Presentation, Speaker Name / 5

6 mysap Customer Relationship - Enterprise Sales continued Sales Planning & Forecasting with Future Releases Account & Contact Activity Workflow Activity Monitor Multiple Survey Assignment Document Flow Active/Passive Analysis Success/Failure Analysis Customer Care Intensity Analysis Activities per Organizational Unit Analysis Activity History Analysis (S14, B12) Attachments Competitor Products Multiple Survey Assignment Project Milestones Lead to Workflow Status & Reason Buying Center Assessment (Survey) Competitor Analyses Sales Assistant Quotation & Order Credit & Credit Check (S14, S59) Payment Card Processing (S14, S59) Workflow Automated Follow-Up Processes Document Flow Product Listing/Exclusion Product Product Configuration & Leasing Analysis of Products in s (S14, B12) Top Five s (S14, B12) Completed Sales Analysis (S14, B12) Canceled Sales Analysis (S14, B12) Organizational Data Partner Text Project Goals Planned Batch Definition Activities Processing Analysis (S14, Sales Project (S14, S64) B12) Structured Sales Cycle Products Analysis (S14, B12) Hierarchies with Future Releases Status Pricing Incentive & Quota Attainment Calculation (S9) Results Adjustments (S9) Posting and Settlement (S9, S22, S23) Simulation (S9) Status (S9, B12, S4, B20) SAP AG 2004, Title of Presentation, Speaker Name / 6

7 mysap Customer Relationship - Enterprise Sales continued Sales Planning & Forecasting Account & Contact Activity Quotation & Order & Leasing Incentive & Document Flow Plan Pipeline Analysis Win/Loss Analysis Expected Sales Volume Analysis Forecast Reliability Analysis Opportunities Results Analysis Output Free Goods Fulfillment Systems Synchronization (S14, S59) Availability Check (S14, S59, S64) Sourcing Minimum Order Quantity Check Delivery Groups Follow-Up Order Quotation Notification Alternative Items Validity Period Success Rate per Product Attachments Credit & Credit Check (S14, S59) Payment Card Processing (S14, S59) Workflow Automated Follow-Up Processes Output Pricing and Product Configuration Document Flow Date Leasing Pricing (Leasing) with Future Releases with Future Releases SAP AG 2004, Title of Presentation, Speaker Name / 7

8 mysap Customer Relationship - Enterprise Sales continued Sales Planning & Forecasting Account & Contact Activity Quotation & Order & Leasing Incentive & Sales Probability Financial Mathematic Calculation (Leasing) Quotation Tracking Analysis Quotation Success Rate Analysis Financial Simulation (Leasing) Residual Value Calculation (Leasing) Tax Handling (Leasing) (S14, S59) Top Five Quotations Incoming Sales Order Analysis Plan/Actual Comparison Best-Selling Products Order and Delivery-Related Billing Cross-Billing Intercompany Billing Periodic Billing (Leasing) (S14, S22) Offer & Creation (Leasing) Outline Agreements (Leasing) Status (Leasing) Partner & Organizational Data (Leasing) Quotation to Conversion (Leasing) Activation (Leasing) Floating and Index Rate Adjustment (Leasing) with Future Releases with Future Releases SAP AG 2004, Title of Presentation, Speaker Name / 8

9 mysap Customer Relationship - Enterprise Service Service Planning & Forecasting Customer Service & Support Resource Planning & Optimization Service Operations Professional Services Planned Services Service Plan Performance-Based Planning Time-Based Planning Service Plan Simulation Customer Segmentation Campaigns Proactive Services Strategic Service Planning Service Parts Forecasting Product Profitability Analysis Planning Accuracy Analysis Engineering Change Case Service s & Service Level Agreements Complaint Processing Return Processing In-House Repair Service Order & Request Service Order with Appointment Scheduling Qualifications (S14, S61) Problem Resolution Inquiry and Quotation Installed Base Counters & Meter Readings Warranty Customer Survey Cross-Sell/Up-Sell Code Catalogs Quality Analysis Warranty Analysis Qualifications (S14, S61) Field Service Support Workforce Service Parts Availability Employee Availability Data (S14, S23) Employee Qualification Data (S14, S23) Integration to Third Party Scheduling Engines Synchronization with Field Applications Activity & Calendaring Pager/ /Fax Integration Computer Telephony Integration Multiple Assignments per Service Task Assignment Status Absences/Attendances Maintenance Recurring Absences & Attendances Service Order & Request Planned Services Service Plan In-House Repair Return Processing Refurbishment Warranty Knowledge Installed Base Service Parts Field Service Support Escalation Service Confirmation Code Catalogs (Service Category Codes) Counters & Meter Readings Inventory Serial Number Qualifications Service Controlling (S14, S60) Project (S14, S62) Qualifications (S14, S61) Employee Availability Data (S14, S61) Employee Qualification Data (S14, S61) Project Role Task Assignments Resource Search Resource Assignment Appointment Booking Groupware Integration Location Vacancy Postings Utilization Reports Engagement (S14, S62, S59, S60) Financial Integration (S14, S60) Projects Cost Planning (S14, S62, S60) Pricing & Discount (S59) with Future Releases with Future Releases SAP AG 2004, Title of Presentation, Speaker Name / 9

10 mysap Customer Relationship - Enterprise Service continued Service Planning & Forecasting Customer Service & Support Resource Planning & Optimization Service Operations Professional Services with Future Releases Installed Base Analysis Service Analysis Service Order Analysis Service Quotation Analysis Service Level Agreements Analysis Case Analysis (S14, B12) with Future Releases Appointment Scheduling Appointment Optimization Location Route Optimization Optimization Using Business Rules Tools/Service Parts Optimization Knowledge Optimization/Capacity Planning Billing Dedicated Cost Assignment Cost Differentiation Planned/Actual Comparison Pricing & Discount External Service Catalog Integration Content Service Product Proposal Employee Availability Data (S14, S23) Service Parts Proposal Cross Sell/Up Sell Internal Note/Problem Description Employee Qualification Data (S14, S23) Expense Accounting Procurement Asset Lifecycle Engineering Change Leased Assets Inventory Analysis Planned/Actual Analysis (S14, S59) Backlog/Projects Received Calculation (S14, S60) Time & Expense (S14, S61) Time & Expense for Subcontracting (S14, S61) Approval Workflows (S14, S61) Service Procurement (S14, S64) Material Procurement (S14, S64) Product Procurement Cost Reporting (S14, S60) Work in Process Calculation (S14, S60) Revenue Recognition (S14, S60) Billing Workforce Analysis Costs & Revenue Analysis (S14, S60) Planned/Actual Comparison (S14, S60) Project Profitability Analysis (S14, S62) Project Portfolio Analysis (S14, S62) SAP AG 2004, Title of Presentation, Speaker Name / 10

11 mysap Customer Relationship - Enterprise Analytics Customer Analytics Product Analytics Marketing Analytics Sales Analytics Service Analytics Interaction Channel Analytics Customer Satisfaction & Loyalty Analysis Customer Segmentation with Clustering Customer Migration Analysis Customer Activity Analysis Retention/Churn Analysis Predicting Customer Behavior with Data Mining Customer Profitability Analysis Customer Classification with ABC Analysis Customer Scoring Customer Lifetime Value Analysis Customer Interaction Optimization with Real- Time Analytics Customer Portfolio Analysis with Future Releases Cross-Selling Proposals Product Profitability Analysis Market Exploration Marketing Planning Marketing Plan Analysis Campaign Planning Customer Profiling & Segmentation Response Modeling & Analysis Campaign Simulation Campaign Optimization Campaign Monitoring & Success Analysis Campaign Profitability Analysis Contact Analysis Marketing Activity Analysis Target Group Analysis Survey Analysis Lead Analysis External List Analysis with Future Releases Sales Planning & Forecasting Sales Performance Analysis Sales Pipeline Analysis Sales Funnel Analysis Activity Analysis Sales Analysis with Geographical Information System Analysis Planning Sales Quotation & Order Analysis Sales Analysis Sales Analysis by Sales Planning by Billing Analysis Account Planning Service Plan Analysis Service Trend Analysis Customer Satisfaction & Loyalty Analysis Service Performance Analysis Service Workload Analysis Strategic Service Planning Installed Base Analysis Service Profitability Analysis Service Analysis Service Quality Analysis Billing Analysis Analysis Web Analytics Web Site Monitoring Web Event Capturing Field Application Analysis Interaction Center Analytics Partner & Channel Analytics Channel Mix Optimization SAP AG 2004, Title of Presentation, Speaker Name / 11

12 Business Goals & Objectives Key B12 B20 S4 S9 S14 S22 S23 S59 S60 S61 S62 S64 Description SAP NetWeaver: SAP Business Intelligence SAP NetWeaver: SAP Enterprise Portal SAP Netweaver: SAP Crystal Enterprise - Enhanced SAP Edition SAP Incentive & (applies to mysap ERP/mySAP CRM) mysap Customer Relationship mysap Financials mysap Human Resources SAP R/3 Enterprise / mysap ERP / mysap Customer Relationship SAP R/3 Enterprise / mysap ERP / mysap Financials SAP R/3 Enterprise / mysap ERP / mysap Human Resources SAP R/3 Enterprise / mysap ERP / mysap Product Lifecycle SAP R/3 Enterprise / mysap ERP / mysap Supply Chain SAP AG 2004, Title of Presentation, Speaker Name / 12

13 Solution Map Product Table Key B12 B20 S4 S9 S14 S22 S23 S59 S60 S61 S62 S64 Description SAP NetWeaver: SAP Business Intelligence SAP NetWeaver: SAP Enterprise Portal SAP Netweaver: SAP Crystal Enterprise - Enhanced SAP Edition SAP Incentive & (applies to mysap ERP/mySAP CRM) mysap Customer Relationship mysap Financials mysap Human Resources SAP R/3 Enterprise / mysap ERP / mysap Customer Relationship SAP R/3 Enterprise / mysap ERP / mysap Financials SAP R/3 Enterprise / mysap ERP / mysap Human Resources SAP R/3 Enterprise / mysap ERP / mysap Product Lifecycle SAP R/3 Enterprise / mysap ERP / mysap Supply Chain SAP AG 2004, Title of Presentation, Speaker Name / 13

14 Copyright 2004 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 2004, Title of Presentation, Speaker Name / 14

15 Copyright 2004 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 2004, Title of Presentation, Speaker Name / 15