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SAP Best Practices for CRM: B2C B2B CRM Core SMB ( ) CRM Building Block CRM BP BP SAP CRM BP CRM SAP BW SAP ERP SAP Best Practices SAP Business Suite SAP 2010 / SAP Business All-in-One 15

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SAP Best Practices for CRM: (2) UI BP CRM CRM WebClient SAP BW ERP BP CRM SAP ERP SAP CRM ERP NetWeaver Business Client CRM WebClient UI SAP 2010 / SAP Business All-in-One 17

SAP Best Practices for CRM: Building Block(1) 0 Building Blocks 1 Building Blocks BB BB C00 SAP Best Practices Installation B08 CRM Cross-Topic Functions B01 CRM Generation C41 CRM Interactive Reporting C71 CRM Connectivity C11 CRM Marketing Master Data C72 CRM Connectivity Standalone C23 CRM Basic Sales C04 CRM WebClient User Interface C13 CRM Service Master Data B09 CRM Customizing Replication C12 CRM Service Master Data Standalone C01 CRM Organizational Model C02 CRM Organizational Model Standalone C03 CRM Master Data Replication C10 CRM Central Master Data C09 CRM Central Master Data Standalone BB BB SAP 2010 / SAP Business All-in-One 18

SAP Best Practices for CRM: Building Block(2) 2 Building Blocks BB Name C22 C37 C31 C36 C32 C34 C06 C26 C40 C28 C78 C33 C74 CRM Lean Campaign Management CRM Lead Management CRM Activity Management CRM Account and Contact Management CRM Opportunity Management CRM Integr. ERP Order & Quotation Mgmt. CRM Territory Management CRM Service CRM Service Standalone CRM Complaints CRM Interaction Center CRM Teleservice CRM E-Service BB SAP 2010 / SAP Business All-in-One 19

WebClient UI 1 3 4 SAP Best Practices WebClient UI. 5 2 SAP 2010 / SAP Business All-in-One 20

WebClient IC IC IC IC IC IC SAP 2010 / SAP Business All-in-One 21

SAP Best Practices for CRM V2.70 SAP CRM <-> SAP ERP ERP CRM SAP Best Practices for CRM, SAP ERP CRM ERP / CRM ERP CRM WebClient UI ERP / SAP ERP SAP CRM. ERP SD ERP HR CRM SAP ERP SAP CRM :, ( ) :, SAP ERP NWBC SAP CRM WebClient ERP NWBC CRM WebClient NWBC CRM WebClient : CRM, : CRM WebClient ERP NWBC CRM WebClient ERP SAP GUI : ERP SAP ERP SAP CRM SAP 2010 / SAP Business All-in-One 22

PT Nippon Indosari SAP Best Practices PT Nippon Indosari Corpindo : : :, : 760 : www.sariroti.com SAP : SAP Business All in One, SAP Best Practices : Metrodata e-bisnis SAP,, IT Nippon Indosari. 20 SAP SAP / Alex Honki PT Nippon Indosari Corp. SAP 2010 / SAP Business All-in-One 24

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Cereal Comércio SAP Best Practices Cereal Comércio : :, :, : 1 : 100 : www.grupocereal.com.br SAP : SAP Business All-In-One, SAP Best Practices : Inove Soluções SAP Best Practices. 8. Inove Soluções. Evaristo Jr. CEO Cereal Comerico, 8 20 SAP Best Practice Baseline Brasil 90% SAP ERP,,,, SAP Cereal / SAP 2010 / SAP Business All-in-One 26

Mikro+Polo d.o.o. SAP Best Practices Mikro+Polo d.o.o. : : :,, : : 70 : www.mikro-polo.si SAP : SAP Business All-In-One, SAP Best Practices : itelligence d.o.o. itelligence itwholesale. SAP.,. 23 SAP ERP Marko Podgornik Mikro+Polo d.o.o. SAP 2010 / SAP Business All-in-One 27

- Med-Health Companies SAP Best Practices SAP Business All-in-One 10 Med- Health Companies, Ki Solutions SAP All-in-One 10 Med-Health. SAP Best Practices SAP All-in-One SAP 2010 / SAP Business All-in-One 28

- Polyglass SAP Best Practices SAP Business All-in-One Andy Hastings, COO, USA POLYGLASS, Technology Solutions Company (TSC) SAP All-in-One EDGE TM Polyglass ISO. SAP All-in-One. ISO SAP 2010 / SAP Business All-in-One 29

SAP Best Practices 2006 20 : 4.2 50% 32% 72% 1 SAP Best Practices. SAP Best Practices. 2 1 2006-2007 SAP, SAP Best Practices 2 Ludwigshafen University of Applied Sciences 2004 SAP 2010 / SAP Business All-in-One 30 ERP SCM, SRM CRM/BI PLM IT SCM, SRM ERP PLM IT CRM/BI () 1045 375 150 15 0 200 400 600 800 1000 1200 (: 1000) 195 2250 436 400 65 30 15 3345 n = 51 0 1000 2000 3000 4000

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SAP SAP Business All-in-One http://www.sap.com/businessallinone SAP Best Practices http://www.sap.com/bestpractices SAP Service Marketplace SAP Business All-in-One http://service.sap.com/baio SAP Best Practices http://service.sap.com/bestpractices SAP Best Practices SAP Help Portal - SAP Best Practices http://help.sap.com/bestpractices SAP 2010 / SAP Business All-in-One 32

. SAP Best Practices SAP AG businessallinone@sap.com SAP 2010 / SAP Business All-in-One 33