Computer World Crm Presentation - Sap - Final

8/9/2019 Computer World Crm Presentation - Sap - Final

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Computerwor ld Br ief ing

SAP CRM 2007Enabling Customer Driven Growth

Jennifer C. ReyesSolutions Architect LeadSAP Philippines


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The Comm on Denominat or Ac ross Dif ferent

Companies

"Without customers, you don't have a business.

Customers are the only reason you build factories,hire employees, schedule meetings, or engage in

any business activity.Source: Peppers & Rogers


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IncreasedCompetition

IncreasedMargins and

Pricing Pressures ChannelProliferation

ProductCommoditization

EmpoweredCustomers

Businesses are fac ing new c hal lenges


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So, What Is Custom er Relat ionshi p

Managem ent (CRM) ?

"The alignment of a company's resources toeffectively meet the ever-changing needs of its

customer base, while creating mutually profitable

relationships Source: Customer Centricity Inc.

Customer relationship management (CRM) is a term applied toprocesses implemented by a company to handle its contact with itscustomers. CRM software is used to support these processes, storinginformation on current and prospective customers.

Source: Wikepedia.com.


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How Impor tant Is CRM ?

Source: Trends 2007: Customer RelationshipManagement, Forrester

Source: Gartner 11/2007


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SAP CRM: Solut ion Map

E-Commerce

Field

ChannelManagement

Analytics

Marketing Marketing ResourceManagement

Segmentation & ListManagement

CampaignManagement

Trade PromotionManagement

Lead Management

SalesSalesPlanning &Forecasting

TerritoryManagement

Accounts &Contacts

OpportunityManagement

Quotation &OrderManagement

Pricing &Contracts

Incentive &CommissionManagement

Time &Travel

ServiceServiceOrderManagement

ServiceContractManagement

Complaints& Returns

In-HouseRepair

CaseManagement

InstalledBaseManagement

WarrantyManagement

ResourcePlanning

InteractionCenter

Enterprise


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Pipeline

management

Lead

management

Sales

forecasting

Budgeting

Cross

selling

Supply chain

management

Molexs CRM PathBrothers CRM Path

Interaction management

and help desk

Loyalty program

management

Campaign

management

Feature and fun ction

prioritization

Kimberly-Clarks CRM Path

Campaign

management

Promotion

Segmentation

Pricing

Early adopters of customer relationship management systems were often disappointed

by high costs and elusive benefits. Now some companies are reaping strong returns on their CRM benefits.

SAP CRM Cust om er St ra t egy


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SAP CRM 2007 is Simple and Pow erful

Simplified, PersonalizedUser Experience

Easy t o Use


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Easy User Int er face Conf igurat ion

Easily add, re-position orre-label fields

Visual Editor - what yousee is what you get


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Check l is t fo r succ ess


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SAP CRM:

Cust om er Dr iven Grow t h

Del ight

your c us tomers

Empower

your team

Grow

your bus iness


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Grow

your business

Del ightyour cus tomers

Empower your team


Real-Time OfferManagement

Business CommunicationsManagement

Service PartsManagement

Solves Real Business Problem s


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Grow

your business


Empower your team



Pipeline PerformanceManagement

Microsoft OfficeIntegration

AdobeInteractive Forms

Easy t o Use


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Grow

your business


Empower your team


360Customer View

Industry-Relevant(TPM & MDF)

End-to-End Processes

Makes t he Complex Simple


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360Customer View

Industry-Relevant(TPM & MDF)

End-to-End Processes


Pipeline PerformanceManagement

Microsoft OfficeIntegration

AdobeInteractive Forms

Real-Time OfferManagement

Business CommunicationsManagement

Service PartsManagement

Grow

your business


Empower your team


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SAP CRM benefi t sProven, robust solut ion, providing real value

30 - 50% expanded marketing campaign reach

Up to 20% enhanced cross-selling and up-selling

8 - 10% higher close rates

15 - 25% decreased service resolution time

10 - 20% reduced order errors

Up to 20% shortened order-to-delivery cycle times

Up to 20% improved margins

10 - 15% reduced cost-to-serve

5 - 10% increased customer retention rates


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How SAP CRM Helped Audi


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CUSTOMER PAIN POINTS

Expansion of brand relevance beyond product innovation

Leveraging customer and vehicle information spread over multipledatabases

Deregulation of the market requires new channel concepts

WHY SAP SOLUTION WAS SELECTED Integration of customer and vehicle data from multiple sources

Rich industry-specific capabilities of SAP CRM

Multi-channel management to integrate all customer touch points

CRM OBJECTIVE

Innovate customer experience

360 view on customer & vehicle information

Close collaboration with the dealer network

Increase visibility of business through indirect channels

With a history of excellence

that spans nearly a century,Audi is one of the worldsleading luxury automobilemanufacturers. Much of Audissuccess was founded ontechnological ingenuity.

Following its entry into theluxury sector in the early1990s, Audi capitalized on its

ingenuity and has competedwell on the luxury automotivesectors defining elements ofinnovative design, safety andperformance. Since that time,Audi has enjoyed recordsetting results.



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CUSTOMER PAIN POINTS

Expansion of brand relevance beyond product innovation

Leveraging customer and vehicle information spread over multipledatabases

Deregulation of the market requires new channel concepts

WHY SAP SOLUTION WAS SELECTED Integration of customer and vehicle data from multiple sources

Rich industry-specific capabilities of SAP CRM

Multi-channel management to integrate all customer touch points

CRM OBJECTIVE

Innovate customer experience

360 view on customer & vehicle information

Close collaboration with the dealer network

Increase visibility of business through indirect channels

With a history of excellence

that spans nearly a century,Audi is one of the worldsleading luxury automobilemanufacturers. Much of Audissuccess was founded ontechnological ingenuity.

Following its entry into theluxury sector in the early1990s, Audi capitalized on its

ingenuity and has competedwell on the luxury automotivesectors defining elements ofinnovative design, safety andperformance. Since that time,Audi has enjoyed recordsetting results.



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SOLUTION SCOPE & SCENARIOS

Geography: Pilot Germany, Worldwide rollout

Users: 1500 +

CRM Interaction Center 4.0, live since 04/2002 CRM Marketing 4.0 (with Channel Integration), live since 10/2003

FUNCTIONAL HIGHLIGHTS

Marketing & Brand Management

Multi-wave campaigns for new model launch

Lead sharing with dealers (DMS-Integration) Personalized customer newsletter

Interaction Center

Multi-channel customer support (phone, email, fax. letter)

Integrated customer and vehicle information

CTI integration

INDUSTRY

Automotive (Sales & Service)

Regardless of how ourcustomers reach us,our internal processesrun entirelyelectronically.

Christoph Wargitsch,Manager CRM at AUDI



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SOLUTION SCOPE & SCENARIOS

Geography: Pilot Germany, Worldwide rollout

Users: 1500 +

CRM Interaction Center 4.0, live since 04/2002 CRM Marketing 4.0 (with Channel Integration), live since 10/2003

FUNCTIONAL HIGHLIGHTS

Marketing & Brand Management

Multi-wave campaigns for new model launch

Lead sharing with dealers (DMS-Integration) Personalized customer newsletter

Interaction Center

Multi-channel customer support (phone, email, fax. letter)

Integrated customer and vehicle information

CTI integration

INDUSTRY

Automotive (Sales & Service)

Regardless of how ourcustomers reach us,our internal processesrun entirelyelectronically.

Christoph Wargitsch,Manager CRM at AUDI


Benefits:

Maximize profitabilityby generating 2.3 Mio viaintelligence based campaigns generated

Delivering Customer Value by increasing loyaltyand quality of dealers, resulting in 3.4 Mio ofrevenue

Improve performance by saving 400K bystreamlining processes and replacing legacy

systems

Resulted in an IRR Of 15%

Study Done By Peppers & Rogers


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Generated $2M in additionalrevenue through 100% cleanermailing lists

Improved marketing response rateby 50% with better targeting

Increased efficiency of leadqualification process, generatingadditional $800K

Reach t he r ight c us tomersClosed loop market ing campaigns del iver improved resul ts

mySAP CRM has allowed us tomake several important stridesand that has resulted incontinued growth for Waters.

Mike HarringtonSenior Director of U.S. Sales

Waters is the worlds leading supplier ofhigh-performance liquid chromatographyinstrumentation and consumables.


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22,000 additional customerconversations each month

3.5 more productive hours eachweek per sales person

Instant access to customer andproduct data enables better decisionmaking

Drive improved sales product iv i t yIncrease ef fect iveness and focus of 1,200 person sales force

Weve profited from mySAPCRM Sales with more time inthe field, more control in ourheadquarters, and simpleradministrative processes in

our offices.

Wolfgang HoffmannsDirector, Sales and Support Coordination

AstraZeneca is one of the worlds top fivepharmaceutical companies.


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Shortened campaign process from80 hours to 2, allowing morefrequency and targeting

Reduced time to service end usersby 40% and dealers by 50%

Reduced rate of returns by 15.8%while increasing unit shipments

Enhanc e c ustomer re la t ionsUni form acc ess to data enables a consistent c ustom er response

The valuable customer feedbackthat we can now report andanalyze allows us to recognizequality issues and take correctiveaction sooner to reduce returns

and customer calls.

Charles StadtlerVP of National Service

Brother International has over 330,000customers for its office products and machinery


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Growth of online sales to contribute$7M to the bottom line

Outse l l the compet i t i on on the w ebBet ter c us tomer unders tand ing to increase ef f ic iency

mySAP CRM enables us todeliver the optimal shoppingexperience for customers, whilegrowing revenues, buildinglifelong brand loyalty, and

lowering the cost of sales.Alexander Bakkeren

Director, Global CRM, CustomerService & E-Business

Philips is one of the worlds top consumerelectronics companies.

Order automation to save anestimated $7.5M

26% Internal Rate of Return (IRR)expected through 2007


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Grow your bus iness by foc using on c ustom ers

Innovate and differentiate acrosscustomer-facing processes

Evolve and adapt customerstrategies as needs change

Collaborate across theorganizations to serve customers

Turn industry changes intogrowth opportunities

Leverage Enterprise SOA toincrease agility and managecomplexity


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Take Aw ays

Enable customer-driven growth through SAP CRM 2007.Its available. Its for everyone.

Simple and Powerful:cornerstones of the SAP CRM strategy

Smart andend-to-end product innovations


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SAP CRM Prov en Wit h ROI!

Independent studies evaluated by: Peppers and Rogers Group, Gartner Consulting, Scalea & Associates, IDS Scheer AG

Please visit: http://www.sap.com/solutions/business-suite/crm/customersuccess/index.epx to download reports

Independent St ud ies Conf i rm t he Value m ySAP CRM

Del ivers t o Our Cust om ers :

26% ROI

15% IRR

129% IRR129% ROI

26% IRR

7% IRR

56% IRR

26% IRR

23% IRR

144% IRR

56% IRR

97% IRR 32% IRR

70% IRR

15% IRR

15% IRR

16% IRR

68% IRR 26% IRR

30% IRR

272% IRR 52% IRR

15% IRR

20% IRR

74% IRR35% IRR

23% IRR
http://www.sap.com/solutions/business-suite/crm/customersuccess/index.epxtohttp://www.sap.com/solutions/business-suite/crm/customersuccess/index.epxtohttp://www.sap.com/solutions/business-suite/crm/customersuccess/index.epxto


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If we dont take care of our customers, someone else will.

UNKNOWN

Thank you!

Documents

Computer World Crm Presentation - Sap - Final