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TCRM10 Pesentation
- 1. Modules Presentation Ahmed Shouman 27th, July 2015
- 2. ENTERPRISE CONSULTANCY SERVICES - Slide 2 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture Basics and Architecture SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 3. ENTERPRISE CONSULTANCY SERVICES - Slide 3 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 4. ENTERPRISE CONSULTANCY SERVICES - Slide 4 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture Basics and Architecture SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 5. ENTERPRISE CONSULTANCY SERVICES - Slide 5 Introduction to SAP CRM What is CRM Is a business strategy that aims to optimize customer interactions in order to maximize the success of the business. Helps to stay totally connected to your customers. Helps to create lasting and profitable relationships. Helps to achieve “One face to the customer”. means independent via which channel the customer is contacting your company he or she should get consistent and actual information.
- 6. ENTERPRISE CONSULTANCY SERVICES - Slide 6 Introduction to SAP CRM SAP CRM Overview
- 7. ENTERPRISE CONSULTANCY SERVICES - Slide 7 Introduction to SAP CRM Company Departments with Customer Interaction SAP CRM provides multiple industry-specific scenarios and customizing options.
- 8. ENTERPRISE CONSULTANCY SERVICES - Slide 8 Introduction to SAP CRM Customer Interactions in Marketing
- 9. ENTERPRISE CONSULTANCY SERVICES - Slide 9 Introduction to SAP CRM Customer Interactions in Sales
- 10. ENTERPRISE CONSULTANCY SERVICES - Slide 10 Introduction to SAP CRM Customer Interactions in Service
- 11. ENTERPRISE CONSULTANCY SERVICES - Slide 11 Introduction to SAP CRM Customer Interaction Channels
- 12. ENTERPRISE CONSULTANCY SERVICES - Slide 12 Introduction to SAP CRM SAP CRM Business Map The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Business Maps, and Collaborative Maps. It outline specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional enterprises. SAP CRM Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction (Marketing, Sales, Service, Interaction Center, Field Applications, CRM Web channel, Partner channel Management)
- 13. ENTERPRISE CONSULTANCY SERVICES - Slide 13 Introduction to SAP CRM SAP CRM Solution Overview
- 14. ENTERPRISE CONSULTANCY SERVICES - Slide 14 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture Basics and Architecture SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 15. ENTERPRISE CONSULTANCY SERVICES - Slide 15 Basics and Architecture Overview of SAP CRM Architecture
- 16. ENTERPRISE CONSULTANCY SERVICES - Slide 16 Basics and Architecture SAP CRM and Other SAP Systems
- 17. ENTERPRISE CONSULTANCY SERVICES - Slide 17 Basics and Architecture Channel Architecture SAP CRM and Internet Applications
- 18. ENTERPRISE CONSULTANCY SERVICES - Slide 18 Basics and Architecture Channel Architecture SAP CRM Interaction Center Architecture
- 19. ENTERPRISE CONSULTANCY SERVICES - Slide 19 Basics and Architecture SAP CRM: Data Exchange with Laptops
- 20. ENTERPRISE CONSULTANCY SERVICES - Slide 20 Basics and Architecture Introduction to the CRM WebClient UI The SAP UI Roadmap
- 21. ENTERPRISE CONSULTANCY SERVICES - Slide 21 Basics and Architecture The main elements of the User Interface are: . Work area title . Work area toolbar . Header area . Assignment blocks Applications are run with pre-configured roles: . Sales . Marketing . Service . Interaction Center . Partner Channel Management
- 22. ENTERPRISE CONSULTANCY SERVICES - Slide 22 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture SAP CRM Marketing SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 23. ENTERPRISE CONSULTANCY SERVICES - Slide 23 SAP CRM Marketing Marketing Plan and Campaign Creation
- 24. ENTERPRISE CONSULTANCY SERVICES - Slide 24 SAP CRM Marketing Marketing Plan and Campaign Creation Integrating SAP CRM Marketing
- 25. ENTERPRISE CONSULTANCY SERVICES - Slide 25 SAP CRM Marketing Marketing Plan and Campaign Creation Marketing Element Definitions
- 26. ENTERPRISE CONSULTANCY SERVICES - Slide 26 SAP CRM Marketing Target Group Selection Data Sources for Segmentation
- 27. ENTERPRISE CONSULTANCY SERVICES - Slide 27 SAP CRM Marketing Campaign Execution 1- Campaign Execution - Channel: E-Mail 2- Personalizing Mail Forms
- 28. ENTERPRISE CONSULTANCY SERVICES - Slide 28 SAP CRM Marketing Profile Sets, Profiles, and Target Groups
- 29. ENTERPRISE CONSULTANCY SERVICES - Slide 29 Additional Topics in SAP CRM Marketing Campaign automation designed to help you to deal with multichannel, multi-wave and real-time campaigns, providing direct reactions to customer responses. Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention. SAP CRM Marketing
- 30. ENTERPRISE CONSULTANCY SERVICES - Slide 30 SAP CRM Marketing Trade promotions are representing marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products) to increase the brand revenue.
- 31. ENTERPRISE CONSULTANCY SERVICES - Slide 31 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture SAP CRM Marketing SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 32. ENTERPRISE CONSULTANCY SERVICES - Slide 32 SAP CRM Web Channel SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing and service channel for businesses and consumers.
- 33. ENTERPRISE CONSULTANCY SERVICES - Slide 33 SAP CRM Web Channel E-Selling
- 34. ENTERPRISE CONSULTANCY SERVICES - Slide 34 SAP CRM Web Channel E-Service E-Service - Overview
- 35. ENTERPRISE CONSULTANCY SERVICES - Slide 35 SAP CRM Web Channel E-Marketing E-Marketing - Overview
- 36. ENTERPRISE CONSULTANCY SERVICES - Slide 36 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture SAP CRM Marketing SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 37. ENTERPRISE CONSULTANCY SERVICES - Slide 37 SAP CRM Partner Channel Management Partner Channel Management in SAP CRM - Capabilities provide a platform for organizations to manage partner relationships and enable channel partners to do business with end-customers. Channel Manager can access the Channel Manager Portal, create leads, and dispatch them to partners. A partner can access the Partner Portal, accept and qualify leads, and start the lead-to-order process.
- 38. ENTERPRISE CONSULTANCY SERVICES - Slide 38 SAP CRM Partner Channel Management Partner Channel Management - Overview
- 39. ENTERPRISE CONSULTANCY SERVICES - Slide 39 SAP CRM Partner Channel Management Roles in SAP CRM Partner Channel Management • Channel Manager Role is used by the brand owners employees. • The Channel Manager Role is the personalized, single point of entry used to manage channel partner relationships and channel partners • Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners products.
- 40. ENTERPRISE CONSULTANCY SERVICES - Slide 40 SAP CRM Partner Channel Management Roles in SAP CRM Partner Channel Management
- 41. ENTERPRISE CONSULTANCY SERVICES - Slide 41 SAP CRM Partner Channel Management • Who can access partner portal ? • Partner Managers: • A partner manager is responsible for marketing, sales and service of the brand owners products and services at the partner company. • Partner Employees: • A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads.
- 42. ENTERPRISE CONSULTANCY SERVICES - Slide 42 SAP CRM Partner Channel Management • Channel Commerce
- 43. ENTERPRISE CONSULTANCY SERVICES - Slide 43 SAP CRM Partner Channel Management • Channel Marketing Funds
- 44. ENTERPRISE CONSULTANCY SERVICES - Slide 44 SAP CRM Partner Channel Management Channel Marketing Funds - Business Process Overview
- 45. ENTERPRISE CONSULTANCY SERVICES - Slide 45 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture SAP CRM Marketing SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 46. ENTERPRISE CONSULTANCY SERVICES - Slide 46 SAP CRM Sales • Account & Contact Management Sales Cycle and Closed-Loop CRM
- 47. ENTERPRISE CONSULTANCY SERVICES - Slide 47 SAP CRM Sales Account & Contact Management • Provides companies with an insight into the entire customer life cycle 1. 360 Degree Visibility: SAP CRM delivers an unrivalled, comprehensive view of each sales opportunity 2. Multi-Channel Optimization: Gives sales team members ,partners, and customers immediate access to all critical information 3. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information
- 48. ENTERPRISE CONSULTANCY SERVICES - Slide 48 SAP CRM Sales Activity Management Activities can be divided into interactions and tasks. Key Activity Management functions of SAP CRM include: 1. Ability to schedule and manage simple and complex tasks 2. Ability to define and access customer activities 3. Seamless integration into all business transactions 4. An activity journal to record, update, and track critical customer information gathered from each customer interaction 5. Two-way synchronization of SAP CRM activities and calendars with Microsoft Outlook or Lotus Notes
- 49. ENTERPRISE CONSULTANCY SERVICES - Slide 49 SAP CRM Sales Opportunity Management An opportunity is a recognized possibility for a company.
- 50. ENTERPRISE CONSULTANCY SERVICES - Slide 50 SAP CRM Sales Opportunity Management - Sales Methodology
- 51. ENTERPRISE CONSULTANCY SERVICES - Slide 51 SAP CRM Sales • Quotation and Order Management
- 52. ENTERPRISE CONSULTANCY SERVICES - Slide 52 SAP CRM Sales • Quotation and Order Management - Sales Order
- 53. ENTERPRISE CONSULTANCY SERVICES - Slide 53 SAP CRM Sales • Contract Management
- 54. ENTERPRISE CONSULTANCY SERVICES - Slide 54 SAP CRM Sales • Contract Management • Elements of contracts include: 1. Authorized Partners 2. Pricing Agreements 3. Deadlines 4. Cancellation 5. Completion Rules
- 55. ENTERPRISE CONSULTANCY SERVICES - Slide 55 SAP CRM Sales Sales Order Scenario in SAP CRM and SAP ERP
- 56. ENTERPRISE CONSULTANCY SERVICES - Slide 56 SAP CRM Sales SAP CRM Partner Channel Management Introduction to SAP CRM Basics and Architecture SAP CRM Marketing SAP CRM Web Channel Agenda SAP CRM Interaction Center
- 57. ENTERPRISE CONSULTANCY SERVICES - Slide 57 SAP CRM Interaction Center • Interaction Center Agent Functionalities Interaction Center: Configuration
- 58. ENTERPRISE CONSULTANCY SERVICES - Slide 58 SAP CRM Interaction Center Telemarketing, Telesales, and Teleservice
- 59. ENTERPRISE CONSULTANCY SERVICES - Slide 59 SAP CRM Interaction Center Knowledge Search
- 60. ENTERPRISE CONSULTANCY SERVICES - Slide 60 SAP CRM Interaction Center • Interaction Center Management: Tasks
- 61. ENTERPRISE CONSULTANCY SERVICES - Slide 61 SAP CRM Interaction Center Interaction Center Management Interactive Scripting: allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance
- 62. ENTERPRISE CONSULTANCY SERVICES - Slide 62 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 63. ENTERPRISE CONSULTANCY SERVICES - Slide 63 SAP CRM Service Installation Management and Objects Installation Management is used to model objects installed for your customer
- 64. ENTERPRISE CONSULTANCY SERVICES - Slide 64 SAP CRM Service • Service Contracts and Service Plans • Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance
- 65. ENTERPRISE CONSULTANCY SERVICES - Slide 65 SAP CRM Service • Service Order Management Service Order Processing
- 66. ENTERPRISE CONSULTANCY SERVICES - Slide 66 SAP CRM Service SAP CRM Billing for Service
- 67. ENTERPRISE CONSULTANCY SERVICES - Slide 67 SAP CRM Service SAP CRM Service - Integration into ERP
- 68. ENTERPRISE CONSULTANCY SERVICES - Slide 68 SAP CRM Service Additional Topics in SAP CRM Service (Complaints and Returns Management)
- 69. ENTERPRISE CONSULTANCY SERVICES - Slide 69 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 70. ENTERPRISE CONSULTANCY SERVICES - Slide 70 SAP CRM Field Applications • Mobile Sales and Service • Field applications enable sales representatives and service technicians who work in the field to use marketing, sales, and service functions of SAP Customer Relationship Management (SAP CRM) in an offline environment.
- 71. ENTERPRISE CONSULTANCY SERVICES - Slide 71 SAP CRM Field Applications • Mobile Sales with SAP CRM: Overview
- 72. ENTERPRISE CONSULTANCY SERVICES - Slide 72 SAP CRM Field Applications • Mobile Sales for Handhelds
- 73. ENTERPRISE CONSULTANCY SERVICES - Slide 73 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 74. ENTERPRISE CONSULTANCY SERVICES - Slide 74 SAP CRM Analytics • Overview of SAP CRM Analytics The area of CRM Analytics enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.
- 75. ENTERPRISE CONSULTANCY SERVICES - Slide 75 SAP CRM Analytics • Analytical Methods
- 76. ENTERPRISE CONSULTANCY SERVICES - Slide 76 SAP CRM Analytics • Analytical Methods
- 77. ENTERPRISE CONSULTANCY SERVICES - Slide 77 SAP CRM Analytics • Analytical Methods
- 78. ENTERPRISE CONSULTANCY SERVICES - Slide 78 SAP CRM Analytics Analytical Methods
- 79. ENTERPRISE CONSULTANCY SERVICES - Slide 79 SAP CRM Analytics • Analysis Scenarios
- 80. ENTERPRISE CONSULTANCY SERVICES - Slide 80 Scenarios - Customer Analytics
- 81. ENTERPRISE CONSULTANCY SERVICES - Slide 81 Scenarios - Product Analytics
- 82. ENTERPRISE CONSULTANCY SERVICES - Slide 82 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 83. ENTERPRISE CONSULTANCY SERVICES - Slide 83 SAP CRM Implementation & Operation SAP Solution Manager
- 84. ENTERPRISE CONSULTANCY SERVICES - Slide 84 SAP CRM Implementation & Operation SAP Solution Manager as a Central Platform
- 85. ENTERPRISE CONSULTANCY SERVICES - Slide 85 SAP Solution Manager - Use in Implementation
- 86. ENTERPRISE CONSULTANCY SERVICES - Slide 86 SAP CRM Implementation & Operation Support Process
- 87. ENTERPRISE CONSULTANCY SERVICES - Slide 87 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 88. ENTERPRISE CONSULTANCY SERVICES - Slide 88 Account Management Overview of Accounts and Business Partners Business Partners in the Application
- 89. ENTERPRISE CONSULTANCY SERVICES - Slide 89 Account Management Business Partner Categories
- 90. ENTERPRISE CONSULTANCY SERVICES - Slide 90 Account Management Business Partner Relationship Category
- 91. ENTERPRISE CONSULTANCY SERVICES - Slide 91 Account Management • Account Classification Options and Account Hierarchies Marketing Attributes: criteria for differentiating between business partners.
- 92. ENTERPRISE CONSULTANCY SERVICES - Slide 92 Account Management Data Exchange with the SAP ERP System
- 93. ENTERPRISE CONSULTANCY SERVICES - Slide 93 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 94. ENTERPRISE CONSULTANCY SERVICES - Slide 94 Organizational Management • Aim of Organizational Management
- 95. ENTERPRISE CONSULTANCY SERVICES - Slide 95 Organizational Management • Organizational Model
- 96. ENTERPRISE CONSULTANCY SERVICES - Slide 96 Organizational Management • Organizational Objects
- 97. ENTERPRISE CONSULTANCY SERVICES - Slide 97 Organizational Management • Functions and Attributes of an Organizational Unit
- 98. ENTERPRISE CONSULTANCY SERVICES - Slide 98 Organizational Management Functions for Sales
- 99. ENTERPRISE CONSULTANCY SERVICES - Slide 99 Determination of Organizational Data in Transactions • Determining the Responsible Organizational Unit
- 100. ENTERPRISE CONSULTANCY SERVICES - Slide 100 Organizational Management Account Management SAP CRM Service SAP CRM Field Applications SAP CRM Analytics SAP CRM Implementation & Operation Agenda Product Master
- 101. ENTERPRISE CONSULTANCY SERVICES - Slide 101 Product Master • Product Types
- 102. ENTERPRISE CONSULTANCY SERVICES - Slide 102 Product Master • Examples of Products
- 103. ENTERPRISE CONSULTANCY SERVICES - Slide 103 Product Master • Relationships
- 104. ENTERPRISE CONSULTANCY SERVICES - Slide 104 Product Master Structure of the CRM Product Master THANK YOU!
Notas del editor
- (SCM) is the management of the flow of goods and services. It includes the movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption. (PLM) is the process of managing the entire lifecycle of a product from inception, through engineering design and manufacture, to service and disposal of manufactured products. (SRM) is the discipline of strategically planning for, and managing, all interactions with third party organizations that supply goods and/or services to an organization in order to maximize the value of those interactions.
- Case management is the coordination of services on behalf of an individual person who may be considered a case in different settings such as health care, nursing, rehabilitation, social work, disability insurance, employment, and law Knowledge management (KM) is the process of capturing, developing, sharing, and effectively using organizational knowledge. It refers to a multi-disciplined approach to achieving organisational objectives by making the best use of knowledge. Escalation of Service You can escalate service requests if they are not processed within a specific period of time. WF Management SAP Business Workflow enables the design and execution of business processes within SAP application systems: Workflow processes are delivered as content in the SAP Business Suite. Workforce management (WFM) encompasses all the activities needed to maintain a productive workforce. Under the umbrella of human resource management, WFM is sometimes referred to as HRMS systems, or part of ERP systems. service plan does require preventative and routine maintenance to be taken in accordance with the manufacturer's warranty,
- Queued Remote Function Call (qRFC) The qRFC is an enhancement of the Transactional RFC (tRFC) that also allows you to send and receive data in a fixed call order. While the tRFC offers the service quality Exactly Once (EO) (the call is guaranteed to be executed only once), with the qRFC, you can work with the method Exactly Once In Order (EOIO). The service quality EOIO is important if the data must be posted in the same order in which is was created or sent for business or technical reasons.
- Channel Marketing enables companies to better drive demand for products through channel partners and to engage in collaborative marketing and demand generation activities with their partners. With Channel Sales organizations can enable their partners to sell more of their products, more effectively and to optimize channel sales efforts. Channel Sales is providing SFA out to partners, including accounts, activities and opportunities. Partner Order Management optimizes online ordering processes for partners and enables organizations to incorporate partners into their eCommerce strategy and support collaborative selling across organizational boundaries . so this includes support for distributed order management scenarios. With Channel Service, companies can ensure consistent and timely service to end customers by delivering service and problem resolution capabilities to partners. Partner & Channel Analytics enables brand owners, as well as partner organizations, to gain insight into, analyze and act on channel business trends
- Collaborative Showroom: The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. ========================================= Distributed Order Management: The Distributed Order Management function of SAP CRM allows brand owners to distribute orders to partners for fulfillment.
- provided by Brand Owners to their Channel Partners to execute marketing activities and to allocate funds to a specific geographical area or product to go the last mile to the customer who is often anonymous for the MDF program owner. ================================= resource available to Channel Partners to fund demand generation activities that will increase sales and generate leads and business opportunities.
- a Lead is often a prospect, meaning a person who expresses interest in e.g. buying a product. In SAP CRM a Lead represents the first stage of a sales process. That is really different to other CRM Provider. A Sales Process typically covers the following sales stages Lead – Opportunity – Quote – Order. Sales leads come either from marketing lead generation processes such as trade shows, direct marketing, advertising, Internet marketing or from sales person prospecting activities such as cold calling.
- The outbound delivery order is a document containing all the data required for triggering and monitoring the complete outbound delivery process. This process starts with the first planning activities for the outbound delivery and continues until the finished goods have been loaded and sent.