E-Commerce Interactive selling Pricing Order to cash
E-Service Knowledge management Service management Billing and payment
Web Channel Analytics Sales and service analysis Web behavior analysis Technical analysis
Web channel platform
Enterprise integration Catalog Management Marketing Management Business Partner Order Management Contract Management Service Management
SAP 2008 / Page 8
Web Channel Capabilities in SAP CRM E-Marketing
E-Marketing E-Commerce E-Service Web Channel Analytics Web Channel Platform
E-Marketing Build customer loyalty and demand generation via the Internet, generating more revenue
E-mail and Web campaigns to create targeted and personalized e-mail and Web campaigns and to monitor profitability Catalog management provides a centralized catalog, delivering personalized product information and availability via the web Content management enables organizations to create, target, and manage content for customers Personalization to dynamically personalize customers Web experiences for more effective interactions Store locator empowers end customers to easily find a store location near them from which to purchase or service products Loyalty management allows to track behaviors and reward members in a way that builds loyalty and entices them to conduct business with the loyalty host over competitors
SAP 2008 / Page 9
Web Channel Capabilities in SAP CRM E-Commerce
E-Marketing E-Commerce E-Service Web Channel Analytics Web Channel Platform
E-Commerce Enable the complete sales process online from presales to fulfillment
Shopping basket management provides a user-friendly and consistent interface across all ordering processes Interactive selling and configuration helps customers find the best products and services to meet their needs Pricing and contracts to centrally manage personalized pricing and contracts and deploy them across all selling channels Quotation and order management to generate and manage quotes and orders online Web auctions enable organizations to sponsor online auctions Selling via partners to incorporate partners into your e-commerce strategy
SAP 2008 / Page 10
Web Channel Capabilities in SAP CRM E-Service
E-Marketing E-Commerce E-Service Web Channel Analytics Web Channel Platform
E-Service Empower customers with intuitive self-service, problem resolution, and an ability to initiate service processes online
Knowledge management enables customers to research and resolve their service problems online Live support provides immediate assistance to online customers via chat Service order management enables customers to create, update, and track service requests, complaints, and returns online Installed base management to manage product portfolios online Billing and payment empower customers with online account status and the ability to initiate and manage payments online Account self-service enables customers to register for accounts and maintain their personal profile and interaction history online
SAP 2008 / Page 11
Web Channel Capabilities in SAP CRM Web Channel Analytics
E-Marketing E-Commerce E-Service Web Channel Analytics Web Channel Platform
Web Channel Analytics Enables organizations to gain insight into, analyze, and act on e-business operations and trends
Sales analysis to analyze purchasing activity and sales figures across selling channels Service analysis to analyze profitability and service activity across the entire service lifecycle Customer behavior analysis to integrate click-stream information with standard sales reporting Technical analysis to analyze the technical health and performance of their Web shops
SAP 2008 / Page 12
Web Channel Capabilities in SAP CRM Web Channel Platform
E-Marketing E-Commerce E-Service Web Channel Analytics Web Channel Platform
Web Channel Platform Set up, manage, and extend your online presence to deliver best-in-class business experiences that are Web 2.0 enabled
Web shop management to quickly and easily setup and maintain Web shops Optimization tools to manage and optimize business processes and transactional volume Master data management to manage customer and product data centrally and deploy it consistently across the enterprise Service-enabled to empower organizations with flexible and open integration points to extend their online capabilities Flexible deployment options to give organizations a choice of deployment options to best meet their business needs
SAP 2008 / Page 13
Flexible Deployment Options
SAP gives organizations a choice of deployment options to best meet their business needs and grow over time
SAP E-Commerce for SAP ERP
Enable E-Commerce with SAP ERP without the need for a full CRM implementation
Web Channel capabilities in SAP CRM
Provide customers with a fully integrated Web experience with consistency across all touch points
SAP 2008 / Page 14
Personalized Portals for Customers and Partners
SAP CRM provides personalized portals so customers and business partners can access information and conduct business over the Web SAP NetWeaver Portal
Leverage SAP Portal to plug in Web content and for easy integration with other applications Leverage customer portal configured out-of-the-box to provide a single customer homepage across all business interactions
Web Channel
Partner Channel Management capabilities in SAP CRM
Portal
Partner Channel Mgmt
Enable your partners with a fully functional partner portal including online selling and self-service capabilities
SAP CRM SAP 2008 / Page 15
Agenda
1. 2. 3. 4. 5.
Business Environment Business Process Solution Overview Enhancements for SAP Web Channel with SAP CRM 7.0 Further Information
SAP 2008 / Page 16
Enhancements for SAP Web Channel with SAP CRM 7.0
User interface (UI) and design
Improved visual design
Catalog Management
Provisioning of Enterprise Services for Product Catalog Authoring Provisioning of Web Services for Published Product Catalog
Loyalty Management
Integration of Loyalty Management in SAP CRM Web Channel Support of different Loyalty Management scenarios in Web Channel:
Create new loyalty membership Register for loyalty campaigns Earn points for standard purchases, buy points Redeem points for reward products View point transaction history (loyalty account overview)
SAP 2008 / Page 17
Enhancements for SAP Web Channel with SAP CRM 7.0
ERP Order with CRM Web Channel (B2B)
Create ERP order in CRM No replication of orders Pricing in ERP
Product Catalog Integration with CRM WebClient UI
Employees can use the product catalog for product search and order creation Available in CRM Sales and CRM Interaction Center
SAP 2008 / Page 18
Business Benefits
Increase
revenue and market reach Promote corporate identity and brand via the Web Cultivate
a two-way customer relationship Improve customer convenience and satisfaction Increase profitability through differentiated levels of service Reduce
cost of sales and support Lower total cost of ownership
SAP 2008 / Page 19
Agenda
1. 2. 3. 4. 5.
Business Environment Business Process Solution Overview Enhancements for SAP Web Channel with SAP CRM 7.0 Further Information
SAP 2008 / Page 20
Further information I
Relevant detailed view presentations SAP CRM Web Channel
E-Commerce (I) E-Commerce (II) E-Commerce (III) E-Marketing E-Service Web Channel Analytics Web Auctions Customer Portal
SAP E-Commerce for SAP ERP
SAP 2008 / Page 21
Further information II
SAP CRM - Roll-Out Map https://portal.wdf.sap.corp/go/crm-rollout-map SAP CRM - Ramp-Up Knowledge Transfer (RKT) http://service.sap.com/rkt-crm SAP CRM Demo Portal http://crmportal.wdf.sap.corp:1080 SAP CRM WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home SAP CRM - Help Portal http://help.sap.com/crm SAP Public Web http://www.sap.com/crm
SAP 2008 / Page 22
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