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RKT SAP CRM 7.

Overview of SAP Web Channel with SAP CRM 7.0

Agenda

1. 2. 3. 4. 5.

Business Environment Business Process Solution Overview Enhancements for SAP Web Channel with SAP CRM 7.0 Further Information

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Web Channel Business Environment

Online community is increasing


Organizations must provide customers with a reliable, fast, and easy online experience leveraging Web 2.0 advancements

Increase loyalty

Competitive pressures are rising


Organizations must serve their customers through the most effective channel

Increase profitability

The bottom line means greater customer convenience, consistency, and control
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Agenda

1. 2. 3. 4. 5.

Business Environment Business Process Solution Overview Enhancements for SAP Web Channel with SAP CRM 7.0 Further Information

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The Web Channel Process

Continuous business improvement

Market

Sell

Service

Analyze

Generate demand Target content Personalize experiences

Provide interactive selling Manage pricing Enable order to cash

Share knowledge Support customers Enable billing and payment

Monitor e-business operations Analyze e-business trends

Track customer behavior

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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 6

Web Channel Capabilities in SAP CRM

Leverage the internet as a valuable sales, marketing and service channel for businesses and consumers

E-Marketing E-Commerce E-Service Web Channel Analytics

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Web Channel Capabilities in SAP CRM Building Blocks


Browser Portal

Capabilities of Web channel in SAP CRM


E-Marketing
Demand generation Content management Personalization

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

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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

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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

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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

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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

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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

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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

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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
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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)

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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

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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

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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

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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

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