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Solution Map
SAP Best Practices for CRM
SAP Best Practices
Scope Definition of SAP Best Practices for CRM V2.70
This presentation describes the business scenario scope of SAP Best Practices for CRM V2.70 based upon the business map of SAP CRM 7.0.
Process categories (e.g. Partner Channel Management) and main processes (e.g. Case Management) not covered by SAP Best Practices for CRM V2.70 are „greyed out“.
Processes not covered by SAP Best Practices for CRM V2.70 are not listed.
1. SAP CRM Enterprise1.1. Marketing1.2. Sales1.3 Service
2. SAP CRM Interaction Center2.1. Telemarketing2.2. Telesales2.3 Customer Service2.4 IC Management
3. SAP CRM Web Channel3.1. E-Service
Agenda
SAP Best Practices for CRM Solution Scope
Web
Cha
nn
el
Intera
ction C
ente
r
Partn
er C
ha
nne
l Ma
na
gem
en
t
Trad
e P
rom
otion
Ma
na
gem
ent
Busin
ess C
om
mu
nicatio
n
Ma
na
gem
en
t
Marketing
SalesSales Planning & Forecasting
Sales Performance Management
Territory Manage-
ment
Accounts & Contacts
Opportunity Manage-
ment
Quotation & Order
Management
Pricing & Contracts
Time & Travel
Service
Incentive & Commission Management
E-Commerce functionality covered by solution
SAP BP for ERP E-Commerce
Marketing Resource
Management
Segmentation & List Management
Campaign Management
Real-Time Offer Management
Lead Management
Loyalty Management
Service Logistics &
Finance
ServiceSales &
Marketing
Service Contracts & Agreements
Installations & Mainte-
nance
Field Service
Manage-ment
Warranty & Claims
Manage-ment
Service Collaboration,
Analytics, Optimization
Returns & Depot Repair
Customer Service & Support
Included in CRM Functionality in SAP Business All-in-One*
Part of SAP CRM standard [can be added]
Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available
* To get details on the functionality covered within these scenarios please refer to the following slides
SAP CRM Rapid Deployment Edition Solution Scope
Web
Cha
nn
el
Intera
ction C
ente
r
Partn
er C
ha
nne
l Ma
na
gem
en
t
Trad
e P
rom
otion
Ma
na
gem
ent
Busin
ess C
om
mu
nicatio
n
Ma
na
gem
en
t
Marketing
SalesSales Planning & Forecasting
Sales Performance Management
Territory Manage-
ment
Accounts & Contacts
Opportunity Manage-
ment
Quotation & Order
Management
Pricing & Contracts
Time & Travel
Service
Incentive & Commission Management
Marketing Resource
Management
Segmentation & List Management
Campaign Management
Real-Time Offer Management
Lead Management
Loyalty Management
Service Logistics &
Finance
ServiceSales &
Marketing
Service Contracts & Agreements
Installations & Mainte-
nance
Field Service
Manage-ment
Warranty & Claims
Manage-ment
Service Collaboration,
Analytics, Optimization
Returns & Depot Repair
Customer Service & Support
SAP Customer Relationship ManagementMarketing
Marketing Resource Management
Segmentation & List Management
Multiple Data Source Access (S5, S4, S2)
High Speed Data Search (S5, S4, S2)
Preview Lists (S5, S4, S2)
Pre-Filtered/Personalized Attribute Lists (S5, S4, S2)
Sampling and Splitting (S5, S4, S2)
Embedded Predictive Modeling (S5, S4, S2, S3)
Personalized Filters (S4, S5, S2)
Quick Counts (S5, S4, S2)
Segment Deduplication (S5, S4, S2)
Suppression Filters (S5, S4, S2)
Target Group Optimization (S5, S4, S2, S3)
Clustering (S5, S4, S2, S3)
Data Mining (S5, S4, S2, S3)
Decision Trees (S5, S4, S2, S3)
List Management - List Format Mapping (S5, S4, S2)
Campaign Management
Marketing Calendar (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2)
Personalized (E)Mails (S5, S4, S2)
Real-Time Offer Management Lead Management
Multiple Interaction Channels (S5, S4, S2)
Automated Qualification (S5, S4, S2)
Mass Generation (S5, S4, S2)
Lead Surveys (S5, S4, S2)
Lead Analysis (S5, S4, S2, S3)
Campaign Analysis (S5, S4, S2, S3)
Call Lists (S5, S4, S2) Automatic Generation of Follow-Up Activities (S5, S4, S2)
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Rule-based Distribution (S5, S4, S2)
Campaign Planning (S5, S4, S2, S3)
I,S,R I,S,R I,S,R
SAP Customer Relationship ManagementSales
Sales Planning & Forecasting
Sales Performance Management
Pipeline Performance Management (S2, S4, S5)
Territory Management
Market Segmentation (S5, S4, S2) Territory Assignment & Scheduling (S5, S4, S2)
Territory/ Organizational Mapping (S4, S5, S2)
Sales Analysis by Territory (S5, S4, S2, S3)
Accounts & Contacts
Visit Planning (S5, S4, S2)
Fact Sheet (S5, S4, S2, S3)Interaction History (S5, S4, S2)Activity Management (S5, S5, S2, S3)
Email Integration (S5, S4, S2)Relationship Management (S5, S4, S2)Marketing Attributes (S5, S4, S2)
Customer Analysis (S5, S4, S2, S3)Account Classification (S2, S4, S5)
Opportunity Management
Team Selling (S5, S4, S2)
Competitive Information (S5, S4, S2)Account-specific Sales Processes (S5, S4, S2)
Automatic Business Partner Assignment (S5, S4, S2)
Pricing (S5, S4, S2)
Activities (S5, S4, S2)
Follow-Up Transactions (S5, S4, S2)Anticipated Revenue (S5, S4, S2)
Quotation & Order Mgmt.
(ERP)
Pricing & Contracts
Incentive & Commission Management
Time & Travel
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Buying Center (S5, S4, S2)Sales Process & Selling Methodologies (S5, S4, S2)Opportunity Analysis (S5, S4, S2, S3)
Basic Pricing for Opportunity (S5, S4, S2)
Complete Pricing for ERP documents (S5, S4, S2)
Quotations (S5, S4, S2)
Order Capture (S5, S4, S2)
Automatic Business Partner Assignment (S5, S4, S2)Order Status Tracking (S5, S4, S2)
Pricing (S5, S4, S2)Order Validation Check (S5, S4, S2)
Availability Check(S5, S4, S2)Quotation and Order Analysis (S5, S4, S2)
Cross-/ Upselling (S5, S4, S2)
I,S,R I,S I,S,R I,S,R I,R
I,S,R
I,R
SAP Customer Relationship ManagementService
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Service
Sales & Marketing
Service Contracts & Agreements
Service Agreement Management (S5, S4, S2)Service Contract Management
Installations & Maintenance
Installed Base & Objects Management (S5, S4, S2)Installation & Configuration(S5)
Customer Service & Support
Field Service Management
Returns & Depot Repair
Warranty Management (S5, S4, S2)
Warranty & Claims
Management
Service Logistics &
Finance
Service Collaboration, Analytics, Optimization
Service Requests Processing (S5)
Knowledge Management (S5, S4, S2)
Complaints Processing (S1, S5, S4, S2)
Multichannel Integration (S5)
Service Forecasting, Planning, Analysis (S5)
Service Level Management (S5, S4, S2)
- Service Order Quotation
- Service Order Processes
- Service Employee Resource Planning
- Service Confirmation Processing
- Logistics Integration Processes
- Service Order Analytics
- Returns Processing
- Follow-Up Processes
- Logistics Integration
- Complaints and Returns Analytics
- Service Resource Planning
- Resource Master Data
- Assignment Management
- Absences/Attendances Maintenance
I,S I,S I,S I,SI,S I,S
Billing(S1, S5)
1. SAP CRM Enterprise1.1. Marketing1.2. Sales1.3 Service
2. SAP CRM Interaction Center2.1. Telemarketing2.2. Telesales2.3 Customer Service2.4 IC Management
3. SAP CRM Web Channel3.1. E-Service
Agenda
Interaction Center
Telemarketing Campaign Execution Lead Management Personalization
Telesales Quotation & Order Management
Customer Service Help Desk Customer Service & Support Complaint Management
Shared Service Center IT Service Desk Employee Interaction Center Accounting Interaction Center
Accounts & Contacts Activity Management
IC Management Knowledge Management Process Modeling Communication Channels
Interaction CenterTelemarketing
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Campaign Execution
Call List Assignment (I,S,R)
Soft Phone (P1, S5, S4, S2)
Interactive Scripts (S5, S4, S2)
Lead Management
Lead Generation (S5, S4, S2)
Lead Qualification (S5, S4, S2)
Personalization
Scripting (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Questionnaire (S5, S4, S2)
I,S I,S I,S
Interaction CenterTelesales
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Accounts & Contacts
Fact Sheet (S5, S4, S2)Interaction History (S5, S4, S2)
Alerts (S5, S4, S2)
Interactive Scripting (S5, S4, S2)Multi Channel Interactions (P1, S5, S4, S2)
Activity Management Quotation & Order Management
Order Capture (S5, S4, S2)
Automatic Business Partner Assignment (S5, S4, S2)
Pricing (S5, S4, S2)
Order Validation Check (S5, S4, S2)
Fulfillment Synchronization (S5, S4, S2)
Call List Processing (S5, S4, S2)
Multi Channel Interactions (S5, S4, S2)
Quotations (S5, S4, S2)Automatic Business Partner Assignment (S4)
Status and Result Tracking (S4)Agent Inbox (S4)
Order Status Tracking (S5, S4, S2)
I I I
Interaction CenterCustomer Service
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Help Desk
Information Help Desk (S5, S4, S2)
Service Request (S5, S4, S2)
Interaction Record (S5, S4, S2)
Interaction History (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Knowledge Search (S5, S4, S2)
Solution Database (S5, S4, S2)
E-Mail and Chat Integration (S5, S4, S2)
Escalation Management (S5, S4, S2)
Service Level Management (S5, S4, S2)
Customer Service & Support
Account Identification & Maintenance (S5, S4, S2)
Registered Product Identification (S5, S4, S2)
Interaction History (S5, S4, S2)
Scratch Pad Notes (S5, S4, S2)
Service Order & Request Management (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Content Management Integration (S5, S4, S2)
Spare Parts and Services (S5, S4, S2)
Service Quotations (S5, S4, S2)
Contract & Entitlement Management (S5, S4, S2)
Service Level Management (S5, S4, S2)
Warranty Management (S5, S4, S2)
Installed Base Management (S5, S4, S2)
Service Product Proposal (S5, S4, S2)
Complaint Management
Escalation Management (S5, S4, S2)
Auto Suggest (S5, S4, S2)
I,S,R I,S,R
only I,S
only I,S
only I,S
only I,S
Interaction CenterIC Management
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Knowledge Management
Solution Search (S5, S4, S2)
Multiple Knowledge Databases (S5, S4, S2)
Interactive Auto Suggest of Solutions (S5, S4, S2)
Multilevel Categorization (S5, S4, S2)
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Process Modeling
Alert Management (S5, S4, S2)Scripting (S5, S4, S2)Alert Modeler (S5, S4, S2)Rule Modeler (S5, S4, S2)
Communication Channels
Automatic Number Identification (ANI) (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Analysis (S5, S4. S2)
Mail Forms (S5, S4, S2)
I,S,R I,S,R
only I,S
only I,S
I,S,R
only R
1. SAP CRM Enterprise1.1. Marketing1.2. Sales1.3 Service
2. SAP CRM Interaction Center2.1. Telemarketing2.2. Telesales2.3 Customer Service2.4 IC Management
3. SAP CRM Web Channel3.1. E-Service
Agenda
Web Channel
E-MarketingCatalog Management
Content Management
PersonalizationEmail & Web Campaigns
Store Locator
E-CommerceQuotation & Order Management
Shopping Basket Management
Pricing & ContractsInteractive Selling & Configuration
Web Auctions Selling via Partners
E-ServiceKnowledge Management
Service Order Management
Live Support Installed BaseComplaints & Returns
Billing & Payment
Account Self Service
Loyalty Management
Web ChannelE-Service
SAP Product Available
SAP Product Available with Future Releases
Future Focus
Partner Product Available
Partner Product Available with Future Releases
Collaborative Business Map Available
Sxx, Vxx, Bxx SAP Product & Service
Pxx Partner Product
For more information see: http://www.sap.com
Knowledge Management
Solution Search (S6)Knowledge Base Management (S6)
Frequently Asked Questions (S6)
Service Order Management
Service Requests (S6)
Entitlement Validation (S6)
Status and Tracking (S1, S6)
Live Support Installed Base
Installation Management (S6)
Warranty Management (S4, S6)Product Registration (S6)
Complaints & Returns
Complaints Management (S6)
Returns Management (S6)
Billing & PaymentAccount
Self Service
Resource Planning (S6)
I,S I,S I,S I
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