Week 1 Unit 1: Introduction - Free SAP Training

Week 1 Unit 1: Introduction

Public© 2016 SAP SE or an SAP affiliate company. All rights reserved. 2

SOURCE: 2015 Watermark Consulting

107.5%Customer

Experience

Leaders

72.3%S&P 500 Index

27.6%Customer

Experience

Laggards

Cu

mu

lati

ve T

ota

l R

etu

rn

8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)

IntroductionCustomer experience leaders outperform the market


of online ads are ignored

99.76%of consumers abandoned

a purchase due to a poor

service experience

60%of the buying process is

completed before a first

interaction with sales

57%

SALE

SALE

SALE

SOURCE: Google SOURCE: Customer Executive Board SOURCE: American Express Global Barometer

IntroductionCustomers are hard to engage


IntroductionCustomer behavior has changed in a digitized world

1990s TODAY


IntroductionCustomers script their own journey

RESEARCH

TRACK

ORDER

SHOP &

BUY

RECEIVE

PACKAGE

MISSING

ITEM

POST

REVIEW

SETUP

PHONE

BILLING

ISSUE

MAKE

PAYMENT

PHONE

DAMAGE

TERMINATE

SERVICE

JOIN

GROUPS

NETWORK

ISSUE

RESTART

SERVICE

RECEIVE

OFFER

REFER

FRIENDS

WEB DIGITAL ADS

WORD OFMOUTH

SOCIAL

TV

QSC SALES REP

WEBSHOP

REVIEWS

SEARCHKW/ADS

CONTACTCENTER

WEBSHOP

EMAIL SOCIAL

QSC SALES REPWEBSHOP

CONTACTCENTER

CONTACTCENTER

RETAILSTORE

CONTACTCENTER

CONTACTCENTERSOCIAL

WORD OFMOUTH

EMAIL

SUPPORTPORTAL

?

SUPPORTPORTAL

?

BRANDEDCOMMUNITY

?RESEARCH

RECEIVE

OFFER

SHOP &

BUY

DISCOVER

NEED

TRACK

ORDER

RECEIVE

PACKAGE

MISSING

ITEM

SETUP

PHONE

POST

REVIEW

JOIN

GROUPS

NETWORK

ISSUE

BILLING

ISSUE

TERMINATE

SERVICE

PHONE

DAMAGE

MAKE

PAYMENT

CHANGE

ADDRESS

RECEIVE

OFFER

RESTART

SERVICE

REFER

FRIENDS

SOCIAL


IntroductionTransformation is difficult

JUST 12% OF

COMPANIES

CAN PROVIDE A

SEAMLESS HAND-

OFF BETWEEN

CHANNELS


IntroductionParadigm shift for a future CRM

Data-driven &

contextual

Omnichannel

Smart predictions

Mobile first

1. 2. 3.

4.

Blending service,

marketing, sales,

commerce

Front office &

back office

5. 6.


IntroductionQuestions you might ask yourself looking at your current CRM system

What does the digitization of data and interactions

mean for my business?

Do we engage with our customers in the right way and

do we meet their expectations?

Do I have real-time visibility into my customers and my

business?

How can the new and extended data help us serve our

customers even better?

Can we still be successful today with our current CRM

solution?


IntroductionDesign the future of your CRM

What SAP Offers Why It Makes Sense1 2 How to Get There3

Get familiar with the customer

engagement and commerce

portfolio offered by SAP.

Learn how your company can

make the most of the SAP Hybris

solutions portfolio.

Identify transition possibilities and

how you can move from your

current SAP CRM installation into

the future.

Understand what can support you

to design the future of your CRM.

Learn about services available for

all phases of an upgrade or

migration project.

Get to know the available demo

systems.












the future.





migration project.


systems.

IntroductionDesign the future of your CRM: Week 1


IntroductionSAP customer engagement and commerce solutions

SEAMLESS customer journey

across all channels

SINGLE VIEW of the customer

INTEGRATED across sales,

service, marketing, & commerce

Specific to your INDUSTRY

AGILE and FLEXIBLE: Easy to

create customer-specific apps

WEB MOBILE IN STORE CONTACTCENTER

DIGITAL MARKETPLACE INTERNETOF THINGS

SOCIAL SMS SEARCH DIGITAL ADS E-MAIL PRINT AGENTTOOLS

INDUSTRIES

SALES SERVICE MARKETING COMMERCE

SAP HANA CLOUD PLATFORM

PREDICTIVE ANALYTICS


IntroductionDesign the future of your CRM: Agenda week 1

Unit 4: New Generation Commerce

Unit 2: Sales and Service in the Cloud

Unit 3: The Future of Marketing

Unit 5: SAP CRM powered by SAP HANA

In these units, you’ll learn about the main capabilities of the current SAP customer engagement and

commerce solution portfolio, and will understand how these solutions may be the future of your current

CRM implementation.

What SAP Offers1

Units in week 1:












the future.





migration project.


systems.

IntroductionDesign the future of your CRM: Week 2


IntroductionSAP CRM solutions have evolved

Sales

Marketing

Service

(SAP GUI/

PC UI)

Enterprise Collaboration

Pipeline

Performance

Management

Web-Based

User

Interface

Core enhancements across

Sales, Service, Marketing

Trade Promotion Mgmt.

Account Organization

Business

Communication

Management

Real-Time

Offer Mgmt

(RTOM)

Easy Personalization

Marketing Permission Mgmt

SAP HANA Accelerators

High Volume Segmentation

Territory Mgmt

Loyalty Mgmt

Rapid Deployment Solution

ERP Order Integration

Data Quality Management

Groupware Integration

Dashboards, Interactive Reporting

Social Media Integration

Handheld Solutions for (Field) Sales

Web Service Enablement

Shared Service Center

Workforce Management

(Investigative)

Case Management

Residential Customer Care

lT Service Mgmt

Market Development Funds

Retail App

ITIL Compliance

Improved Usability

Improved

Quality/Performance

Comprehensive

Industry Capabilities

Smart end-to-end processes,

new capabilities/solutions

Reduced Complexity

CRM 4.0

CRM2007

CRM 7.0 incl.

SAP HANA


IntroductionEarlier versions of SAP CRM are out of maintenance

• SAP CRM 7.0 is in Mainstream Maintenance until 2025

• All other SAP CRM versions are now in Customer-Specific Maintenance (see note 52505 for details)


IntroductionNew deployment options: Cloud and on-premise

Public Cloud

Cloud Solutions

On-Premise Solutions

SAP CRM

Hybrid

Upfront investmentlower higher

Time to go-livelower higher

Technical skill set required (e.g. SAP HANA)lower higher

Speed of innovation (e.g. adoption of new versions)higher lower

Flexibility around extensibilitylower higher



Units in week 2:

Unit 1: Bring Your Sales to the Next Level

Unit 2: Leverage Your Omnichannel Commerce Strategy

Unit 3: Improve the Way You Manage Your Services

Unit 4: Empower Your Marketing

Unit 5: Remodel Your Contact Center

In these units, you’ll learn about what the key aspects to identify the best future solution are to

support the processes of your current CRM:

Possible solution and deployment options per scenario (e.g. Sales, Service, etc.)

Comparison of identified possible transition solutions

Integration aspects to consider

Why It Makes Sense2












the future.





migration project.


systems.

IntroductionDesign the future of your CRM


IntroductionHow to get there

Understand what SAP offers for the different

support programs

SAP Premium Engagement

SAP Preferred Care

SAP Enterprise Support

during the complete lifecycle of a project:

Assessments

Experts

Access

AdvisoryProduct

Knowledge

Support

Services

40+ Years of

Expertise

Integration

Knowledge

Best Practices

Discover / Prepare Explore / Realize / Deploy Run & Optimize

… and much more



Units in week 3:

Unit 1: Plan Your Innovation

Unit 2: Build Your Solution

Unit 3: Run Your Business

Unit 4: Demos and Trial Systems

In these units, you’ll learn about SAP services and programs that provide guidance and support

in a future transition project:

Available services and programs that provide support during the different phases of an upgrade or

migration project

Available system demos to get a first impression

How to Get There3


IntroductionWhy “redefine” CRM?

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS CHANGING

THE GAME.

Redefine your CRM solution

to remain a customer

experience leader!

Thank you

Contact information:

[email protected]


© 2016 SAP SE or an SAP affiliate company. All rights reserved.

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affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company 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.

In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop

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Week 1 Unit 2:

Sales & Service in the Cloud


Sales & Service in the CloudCustomers have more choices than ever, so…

EXPECTATIONS HAVE GONE UP.THEY EXPECT COMPANIES TO:

BE EASY TO DO BUSINESS WITH

BE BETTERINFORMEDTHAN THEY ARE

BE ONE STEPAHEAD OF THEM

BE PRESENTWHERE THEYHANG OUT


Sales & Service in the CloudOmnichannel Customer Engagement and Commerce solutions




INDUSTRIES





Sales & Service in the CloudSAP Hybris Cloud for Sales

INDUSTRIES








Sales & Service in the CloudSAP Hybris Cloud for Sales overview

SAP HANA

TARGET DISCOVER GUIDE WIN

SIMPIFY ORCHESTRATEREPLICATE

WEB MOBILE MARKETING

CHANNELS

CALL CENTERE-MAILSOCIAL POS

INVENTORY SHIPMENTSPRICING & QUOTES INVOICESORDERS

INCENT IDENTIFY FORMULATELEARN COLLABORATE MOBILIZECONNECTTRAINALIGN

CLOSED LOOP ENTERPRISE

PROCESSES

End-to-end integrated process

automation

OPEN FRAMEWORK

Leverage existing solutions,

partners, or build your own

UNIFY THE CUSTOMER VIEW

Develop a holistic customer view

and enable complete context


Opportunity Management & Insight

Easy Lead, opportunity, activity management & timeline

Tailored sales methodology, guided selling

Competitor insight, partner management

Notes history

Account & Territory Management

Account & contact update, merging, relationship

management

360 customer intelligence, change history

Territory management & alignment

Collaboration & Social

Feeds, followers and @mentions

Internal, customers, partners

Deal sites, social selling

Integration

Pre-built integration to SAP ERP & CRM, SAP JAM

Partners like InsideView, D&B 360, Xactly & more

Mashups with most other apps

Real-Time & Predictive Analytics Embedded & custom dashboards, forecasting

Mashups with SAP BW & BusinessObjects

KPIs, embedded & ad hoc reporting

Broadcasting

Local & global administration


Full-featured support for MS Outlook, Google Gmail and

Lotus Notes, server-side via partner (e.g. Office 365)

Real-time, scalable, powered by SAP HANA

Simplified enhancement tools for power users

Easily extended for tailored UX and business processes

Platform Mobility Complete mobile apps, no extra cost

Support for iPad, iPhone, Android, MS Windows, Watch

Responsive UI with offline support

Business card scanner

Quote & Order Management Integrated pricing and transactional document creation

with SAP ERP or CRM

Mobile online & offline order capture

CPQ through partners

Signature capture

Visit Management & Execution Complete activity and task management

Visit and route planning and execution, map views

Survey design and execution

Productivity & Personalization

Flags

Tags

Shelf

Quick creates

Field extensions

Workflow

Map views

Graphical views

Target segments, e-mail campaigns

Promotion calendar view

Mass activity & lead generation

Sales Marketing

Sales & Service in the CloudSAP Hybris Cloud for Sales insights


Sales & Service in the CloudOmnichannel Customer Engagement and Commerce solutions

INDUSTRIES








Sales & Service in the CloudCloud for Service overview


OMNICHANNEL

SUPPORTSOCIAL SERVICE

CUSTOMER SERVICE FIELD SERVICE

SELF-SERVICESERVICE ORDER

MANAGEMENTMOBILE

RESOURCE

SCHEDULING

KNOWLEDGE

ANALYTICS

WEB MOBILE SOCIAL CHATINTERNET OF

THINGS

CALL CENTERE-MAIL&SMS

@

SOCIAL COLLABORATION SALES

CLOSED LOOP ENTERPRISE

PROCESSES

End-to-end integrated process

automation

OPEN FRAMEWORK

Leverage existing solutions,

partners, or build your own

UNIFY THE CUSTOMER VIEW

Develop a holistic customer view

and enable complete context


Sales & Service in the CloudSAP Hybris Cloud for Service insights

Mobility

Manage service & work requests on

iPad /tablet – anytime, anywhere

Solution Finder SAP Knowledge Central by MindTouch*

SAP Jam*

Integrate with existing knowledge base

Context-sensitive recommendations

Easily share content with customers

E-mail

Phone (CTI)*

Chat*

SMS*

Web self-service portal*

Branded communities*

Social media* (Twitter, FB, YouTube)

Omnichannel Service Collaboration Contextual social collaboration with integrated feed

(native & SAP Jam*)

Video/Chat via GENBAND*

Integration

Native integration with SAP ERP and

SAP CRM, SAP Hybris Commerce

Open API/OData console

Analytics Real-time service

performance with pre-built

dashboards

Embedded reports response times,

handle times, priority and escalation

trends

Productivity

E-mail response management

Routing and escalation rules

Workflows, notifications, approvals

Service request management

Resource scheduling

Time recording

End-to-end field service execution

Deal desk execution

Employee helpdesk

*Additional license required (includes SAP or partner solution)

Personalization

Flags

Tags

Shelf

Quick creates

User-defined fields

Favorites


Sales & Service in the CloudOmnichannel customer service

The future of omnichannel end-to-end customer service throughout the entire customer journey

‘DIGITAL SERVICE’

Social channels

E-mail, SMS@

CLOUD FOR SERVICE

OMNICHANNEL ENGAGEMENT SERVICE EXECUTION/DELIVERY

SELF

SERVICE

FIELD

SERVICE

FIELD

SERVICE

Unified communication

Parts management

Remote monitoring

Online communities

Knowledge base

Chat/video chat/callback

Co-browsing

Case management

Contract/warranty

Dispatch & repair

Depot repair

Scheduling/Resource optimization

IoT


Sales & Service in the CloudSAP Hybris Cloud for Customer: Industry expertise

CPG Perfect StoreDistributor Management Direct Store Delivery

Retail/AFS Frontline SalesApparel / Footwear Sales

WholesaleOrder and PricingVisit PlanningReturns Management

Banking Client-Managed Banking, Wealth Management, and Commercial Banking

InsuranceLead-to-Policy

Design Registration Sales – CPQ

Industrial Machinery & ComponentsLead-to-OrderCPQ

AutomotiveDealer Sales and Service Vehicle Management

UtilitiesCommercial and Industrial Selling

Chemical Sample ManagementVendavo Integration

Oil & GasDownstream SalesFuel Distributor Management

Prof-Services Project, Bid, and Event Management

CONSUMER FINANCIAL MANUFACTURING ENERGYSERVICES


Configure & adapt

without coding

Extend & customize

with SAP Cloud

Applications Studio

Personalize

your workplace

End User

Key User

IT Department or Partner

Sales & Service in the CloudSAP Hybris Cloud for Customer flexibility

Thank you


[email protected]



















Week 1 Unit 3:

The Future of Marketing


The Future of MarketingOmnichannel Customer Engagement and Commerce solutions




INDUSTRIES





The Future of MarketingToday’s challenges

Avoid typical mass messages with irrelevant

content to the customer

Know your customer and present relevant content

What they did

What they are doing

What they may do


The Future of MarketingSAP Hybris Marketing overview

3rd Party

Applications

(for data & execution)

SAP HYBRIS MARKETING

SAP and Other

1st Party Applications

Acquisition Convert Loyalty

Planning

Segmentation Recommendation

Insight

Batch & Events

Social Providers

Mobile Providers

E-Mail Engines

Ad Providers

Commerce

ERP

Sales

Service

Marketing Data Management

Batch & Events


The Future of MarketingSAP Hybris Marketing overview

Merge, match, & enrich

Events & interactions

Campaign execution inall channels

Contexts, interests, & predictions

Personalized targeting &

orchestration

Capturing response

Loyalty data

Market data & events

Sales & service data

Financial data

Industry data

Social media, mobile, IoT

Extensions

Mobile & social channel

Digital channel

Personalized commerce

Interaction center

Lead, opportunity

E-mail, SMS, traditional

Extensions

Plan, measure, & optimize


The Future of MarketingSAP Hybris Marketing insights

Marketing Planning

Align marketing organization with transparent

plans, budgets, campaigns, and calendars

Fully Integrated Platform

Open API and flexible architecture

Standard out-of-the-box integrations with SAP Hybris

Commerce suite and other SAP applications

Real-Time Analytics

Real-time marketing performance with pre-

built dashboards

Discover hidden trends and anticipate buying

behavior with built-in predictive analysis

Optimize campaigns, recommendations, and

offers using built-in A/B testing

Targeting and Segmentation Accurately target and segment from any

data source

Easy build and train predictive models

Understand each customer’s journey,

excitement, and interests

Personalization

Create unique contextualized experiences for each

individual customer

Target or retarget customers with relevant

messages and recommendations

Single Customer View

Enriched 360 degree view of the customer

Gain insights into customer real-time intents

Target and market to both known & unknown customers in real time

Build cross-channel profiles of the

customer

Engage with customers on the most

relevant channel

– E-mail

– Ads

– Chat/Call center

– In-store

– Social media

Cross-channel Engagements


The Future of MarketingTop 5 go-to-market industry priorities

Omnichannel direct marketing/ engagement

Golden consumer repository

Predictive (buying propensity, etc.)

Brand management

Direct consumer relationship, beyond retail – Golden consumer repository

Marketing planning


Golden repository

Creating experiences and fans

Re-marketing


Omnichannel consumer engagement

Event-triggered marketing based on network activity/ consumer journey, offer management, optimization (roadmap)

Sales intelligence, margin improvement

B2B marketing/ campaign management

Components

RDS + CAR;

All

Components

Core

Planning

Components

Core

Convert

Components

Core

Insight

C4C integration for sales/service

Components

Telco RDS

Core

Conversion

RETAIL CONSUMER TRAVEL / SPORTS /

HOSPITALITY

TELCO / UTILITIES /

FINANCIAL

SERVICES

MANUFACTURING /

WHOLESALE


The Future of MarketingIntegration to SAP Hybris Cloud for Customer

Define lead stages to

structure your contact base

Measure maturity and quality

of leads via rule-based lead

scoring

Trigger sales activities

automatically according to

customer signals

Target in sync with current

sales activities

Automate handover of high-

quality leads

Determine effectiveness and

success

Gain full transparency on

marketing’s contribution to

ROI

Accelerate time-to-market

with standard integration

A perfect match for integrated lead management & hand-in-hand

collaboration of marketing and sales.

Thank you


[email protected]



















Week 1 Unit 4:

New Generation Commerce


New Generation CommerceThree imperatives are transforming the enterprise

CUSTOMER

EXPERIENCE

CUSTOMER

INSIGHTS

DIGITAL

TRANSFORMATION


New Generation CommerceOmnichannel Customer Engagement and Commerce solutions




INDUSTRIES





New Generation CommerceSAP Hybris Commerce Overview

Web Mobile Call Center PrintSocial TVPOS

ERP WMS PLM CRM Data Pools

MOVE AT SPEED OF BUSINESS

Product Content Management

Web Content Management

ONE CUSTOMER EXPERIENCECommerce and Order Management

Together

CONFIGURED FOR SUCCESS

Our Customers. Our Partners.

Accelerators, Hybris Extend,

The Data Hub

Built to complement not

replace existing investments

Modern, Extensible,

Standards-Based


New Generation CommerceSAP Hybris Commerce for B2B and B2C

Omnicommerce Connect

Payment, Tax,

and Fraud

User & Account

ManagementB2B B2C

Promotions and

Sales ProgramsSearchandizing

Social

Commerce

Store

LocatorReporting Workflow Checkout

Cross

Selling

Advanced Personali-

zationPricing

Order Orchestration

Cross-Channel Fulfillment

Single View of Inventory

MDM: Product and Customer Content Management

Digital Asset Management

Platform (Scalability, Performance, Security, Integration, Internationalization, Agility)


Order Management

Real-Time Inventory Management Across

Entire Organization

Sourcing and Allocation

Order Versioning, Order Routing, Order

Replenishment

Pick, Pack, and Dispatch

Omnichannel Fulfillment, incl. Buy Online

Pick Up In-Store & Buy Online Return In-

Store

New Generation CommerceSAP Hybris Commerce insights (1 of 2)

Customer Service

C4C Integration incl. Ticketing System

Assisted Service Mode

Native Customer Service Cockpit for Basic

Service Environments

Web Content Management

Page Templates for All Channels

Live Edit Functionality

Preview Mode, incl. Device Context

Preview

Drag & Drop Editing of Components and

Slots

Content and Catalog Management

Workflow & Collaboration Tools

Product Classification & Categorization

Intuitive, Multilingual Product Cockpit

Product Content Management


New Generation CommerceSAP Hybris Commerce insights (2 of 2)

Mobility

Response Design Templates

IOS and Android Mobile App SDK

Mobile Optimized Websites

Platform

Java-Based

Agile, Flexible, Extensible

Various Deployment Options (On-Premise,

Cloud, Edge)

Yaas Microservices Architecture

Integration

Search and Merchandising

Solr-Based Search & Navigation

Faceted Browsing, Keyword & Product

Suggestions

Boost & Bury and Visual Search Editing

Merchandising Mix Based on

Customers, Business (Margin

Inventory), and Product Context

Data Hub for Data Aggregation and Validation

Open Omnicommerce Connect (OCC) API

Hybris Extend Marketplace


New Generation CommerceModular approach

Core commerce

accelerator with

commerce modules

becomes the hub

to deliver common

features that can

be used throughout

different accelerator

configurations

CORE

Specific B2B/B2C

features and capabilities

continue to be packaged

as add-ons when

needing to generate

industry-specific

accelerators

PACKAGE

All accelerators gain

value from the core

accelerator and

commerce module layer

as more and more

common modular

features become

available

VALUE

A tighter association

between B2B and B2C is

harnessed permitting

B2B2C scenarios

CONNECT


New Generation CommerceSAP Hybris Commerce, cloud edition

Technology must not be

the bottleneck of

business innovation

Low upfront investment

Short time-to-market

No need for own hardware /

software landscape

Flexibility and scalability

Commerce needs to be agile


New Generation CommerceSAP Hybris Commerce, Edge edition, B2B or B2C option

PREPARATION:

SMALL – MEDIUM BUSINESS

NEEDS

RESULT:

COMMERCE, EDGE EDITION

FOR B2B OR B2C

INGREDIENTS:

LEADING ENTERPRISE

COMMERCE PLATFORM


New Generation CommerceOpen for integration

SAP HYBRIS CLOUD

FOR CUSTOMER

YAAS CONNECT/

HYBRIS TO HYBRIS

SAP CRM

SAP ERP

SAP HYBRIS

MARKETING

Thank you


[email protected]



















Week 1 Unit 5: SAP CRM

powered by SAP HANA


SAP CRM powered by SAP HANASAP CRM evolution

Sales

Marketing

Service

(SAP GUI/

PC UI)

Enterprise Collaboration

Pipeline

Performance

Management

Web-Based

User

Interface

Core enhancements across

Sales, Service, Marketing

Trade Promotion Mgmt.

Account Organization

Business

Communication

Management

Real-Time

Offer Mgmt

(RTOM)

Easy Personalization

Marketing Permission Mgmt

SAP HANA Accelerators

High Volume Segmentation

Territory Mgmt

Loyalty Mgmt

Rapid Deployment Solution

ERP Order Integration

Data Quality Management


Dashboards, Interactive Reporting

Social Media Integration

Handheld Solutions for (Field) Sales

Web Service Enablement

Shared Service Center

Workforce Management

(Investigative)

Case Management

Residential Customer Care

lT Service Mgmt

Market Development Funds

Retail App

ITIL Compliance

Improved Usability

Improved

Quality/Performance

Comprehensive

Industry Capabilities

Smart end-to-end processes,

new capabilities/solutions

Reduced Complexity

CRM 4.0

CRM2007

CRM 7.0 incl.

SAP HANA


SAP CRM powered by SAP HANASAP CRM 7.0: Stronger than ever

SAP CRM 7.0 was recognized for:

A well-rounded CRM supporting the end-to-end customer

engagement experience

Large and broad set of industry-specific functions

Strong customer service and field service capabilities

Very strong reporting and analytics tools

A platform and architecture that is suitable for global

deployment

Very strong application ownership experience and global

strategy

The Forrester Wave™: CRM Suites For Large Organizations, Q1/2015


SAP CRM powered by SAP HANAPositioning SAP CRM on-premise in a cloudy world

SAP CRM 7 powered by SAP HANA is a good fit for

customers who look for …

Broad or deep industry-specific processes and functionality

Back-office shared services functionality

(e.g. HR employee helpdesk or internal IT helpdesk)

Advanced reporting and analytical capabilities based on

SAP HANA

Global IT strategy with onsite application and data

ownership

Landscape consolidation based on SAP HANA

Private cloud option

Powerful migration support from prior versions of SAP CRM


SAP CRM powered by SAP HANASales capabilities – Overview

CRM Sales covers the full spectrum from planning

and managing to executing sales:

Establish targets and forecast results

Identify, schedule, and execute all sales activities,

from opportunities to contracts

Analyze and improve sales performance

Align territories and incentive plans with sales objectives

Sales

Performance

Mgmt

Account

and Contact

Management

Activity

Management

Opportunity

Mgmt

Sales

Contracts

Mgmt

Sales

Analytics

Customer

Quotation

and Order

Mgmt

Sales

Planning

and

Forecast.


Sales

Performance

Mgmt

Account

and Contact

Management

Activity

Management

Opportunity

Mgmt

Sales

Contracts

Mgmt

Sales

Analytics

Customer

Quotation

and Order

Mgmt

Sales

Planning

and

Forecast.

SAP CRM powered by SAP HANACRM 7.0 EHP3: What’s new in Sales (examples)

Usability & Performance

Corbu design

Enhanced personalization

SAP HANA based ad-hoc

reporting and analytics

SAP Fiori apps for sales force

automation

Foundation for multichannel

transactions

Account & Search

Improved search for accounts

and contacts

Fuzzy search and duplicate

check

Faster and more flexible setup

of data cleansing

Collaboration

SAP Jam integration

Social media users


SAP CRM powered by SAP HANAService capabilities – Overview

CRM Service allows you to deliver excellent

service with real-time customer insight, pleasant

interactions, and efficient execution:

Integrated end-to-end service capability

Consistent service operations across all contact

channels – interaction center, e-mail, Web, field service,

and channel service

Pre-built integration with communication infrastructures

Leverage sales and marketing capabilities within SAP

CRM for effective selling services and related products

Built-in analytics

Parts

Logistics

and

Finance

Service

Contracts

Installed Base

Management

Customer

Service and

Support

Return and

Depot Repair

Warranty

and Claim

ManagementCustomer

Field

Service

Mgmt

Sales and

Marketing

for Service


Parts

Logistics

and

Finance

Service

Contracts

Installed Base

Management

Customer

Service and

Support

Return and

Depot Repair

Warranty

and Claim

ManagementCustomer

Field

Service

Mgmt

Sales and

Marketing

for Service

SAP CRM powered by SAP HANACRM 7.0 EHP3: What’s new in Service (examples)

Collaboration

SAP Jam integration


Corbu design

SAP HANA-based ad-hoc


Usability enhancements

SAP CRM Interaction Center

Social media integration

Interaction Center inbox

usability improvements

SAP HANA accelerator for the

Interaction Center inbox

Service request processing

enhancements

SEPA Enablement

Integration of SAP Visual

Enterprise applications

Enhanced service duration

and parts prediction


SAP CRM powered by SAP HANAMarketing capabilities – Overview

Marketing

AnalyticsMarketing

Resource

Management

Segment

and List

Management

Campaign

Management

Loyalty

Management

Lead

Management

Customer

CRM Marketing empowers marketers with tools

and capabilities that enable them to engage

customers at every stage of the customer

experience lifecycle:

Manage marketing funds

Manage resources to plan, develop, and execute

coordinated, multichannel inbound and outbound

campaign activities

Perform high volume customer segmentation

Establish campaign automation with relevant and

personalized customer interactions

Gain insights into customer profiles, purchase behaviors,

profitability, and segments


Marketing

AnalyticsMarketing

Resource

Management

Segment

and List

Management

Campaign

Management

Loyalty

Management

Lead

Management

Customer

SAP CRM powered by SAP HANACRM 7.0 EHP3: What’s new in Marketing (examples)


Corbu design

SAP HANA accelerator for high

volume segmentation

SAP HANA-based ad-hoc


Usability enhancements

Marketing Resource

Management

Marketing collaboration

enhancements

(SAP Jam integration)

Digital asset management

enhancements

Campaign Management

SAP Retail promotions as part

of an SAP CRM campaign

SAP Document Presentment

enhancements


SAP CRM powered by SAP HANACRM 7.0 EHP3 on SAP HANA: Innovation without disruption

SAP CRM on SAP HANA (CRM 7.0 EHP3)

CRM optimized for SAP HANA

Optimized access to all core CRM objects

Fast and flexible search capabilities, reliable response

times throughout CRM

Landscape Simplification

Replace TREX for duplicate check, search, segmentation,…

Shared platform with SAP Hybris Marketing

On-premise or cloud

Easy upgrade from older versions of CRM7

Embedded Analytics

High performance ad-hoc reporting in CRM

HTML5 reporting client integrated in CRM Web UIMultiple Data Sources


SAP CRM powered by SAP HANACRM on SAP HANA: OLTP and OLAP together

SAP CRM

powered by SAP HANA

Traditional:

OLTP & OLAP Separate

Instant Insight to Action on Live DataDecisions and Actions on Old Data

Multiple Data SourcesMultiple Data Sources

>48+h Old DataELT

10:00 AM 10:00 AM 10:00:00 AM 10:00:00 AM

Replication Replication

Replication

OLTP + OLAP

in SAP HANA

Application

>48 Hours Immediate


SAP CRM powered by SAP HANASAP HANA Live reporting in CRM Web UI

SAP CRM with SAP HANA Live enables

CRM users to define and deploy high-

performance embedded analytics without

need for additional tools, consultants, or IT

support.

Advanced analytics integrated in CRM Web UI –

no need for additional analytics clients

Insight to action by direct linking to the business

object

Ad-hoc reporting through extended self-service

capabilities

DEMO

https://wdciw03.wdf.sap.corp:1093/sap/bc/bsp/sap/crm_ui_start/default.htm?sap-client=504&sap-language=EN


SAP CRM powered by SAP HANASAP Fiori CRM apps for sales representatives

Target Group

Sales representatives selling high value products

and services

Key Benefits

New simplified user interface as alternative UI

technology to CRM Web UI

Responsive design: One user interface for all

devices (e.g. phone, tablet, desktop)

Embedded analytics by leveraging SAP Hana Live

content

Go visit www.sapfioritrial.com

https://www.sapfioritrial.com/sites?helpset=trial&sap-client=001


SAP CRM powered by SAP HANAIndustry expertise: Consumer products industry 1/2

Example:

SAP Customer

Business Planning

Empowers consumer

products sales leaders to

be customer Profit&Loss

owners, driving revenue,

volume and profitability.


SAP CRM powered by SAP HANAIndustry expertise: Consumer products industry 2/2

Leveraging the latest technology – SAPUI5 front end and SAP HANA-optimized back end for

industry revolutionizing sales and customer planning capabilities

Non-Promotional &

Promotional P&LOptimization

Scenario Planning

Version

Monitoring

Assortment

Planning Hierarchy

Internal & Retailer Targets

Customer Business

Planning

Trade Promotion

Planning & Management

SAP ECC Advanced Analytics SAP DSiM


SAP CRM powered by SAP HANACustomers drive the product roadmap

Customers can influence the SAP CRM feature

roadmap via the Customer Connection Program:

Channel for incremental enhancements and

improvements

Open to SAP user groups/customer communities

Customer-driven program

Enhancements delivered via SAP Notes and SAP

Support Packages for easy and fast adoption

Yearly cycle for fast turnaround

Improvement

Today’s Solution

Customer Connection

Improvements

Go visit http://influence.sap.com/CRM2016

http://influence.sap.com/CRM2016


SAP CRM powered by SAP HANAThe right choice to “redefine” your CRM?

SAP CRM 7 powered by SAP HANA is a good

fit for customers who…

Have deep industry-specific processes and

functionality

Look for fast and flexible reporting and analytical

capabilities (across CRM, but also across their other

on-premise systems)

Run a global IT strategy with onsite application and

data ownership

Look for strong migration support from prior versions

of SAP CRM

Thank you


[email protected]



















Documents

Week 1 Unit 1: Introduction - Free SAP Training