Simple And PowerfulSAP CRM 2007-

SAP

SAP , /CRM

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1 CRMSAP CRM2007

.AMR

SAP CRM 2007 –

SAP Web 2.0.

SAP CRM CRM2007 .

Gartner

Analyst View Press Comments

““

300+ 7,000

SAP CRM UI CRMSAP

SAP CRM.

Gartner

“

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SAP CRM 2007 -

:

2.5

:

160+

:

SAP CRM 2007

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SAP CRM 2007 – Simple And Powerful

(Flexible) (Comprehensive)

,

SSimpleimple AAndnd PPowerfulowerful(Simple)

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–

–

–

Web 2.0

Simple -Drives user adoption and productivity

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Powerful –Best-in-class CRM with the power of the back office

,

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And -The right solution for your business needs

– ,

–

– SOA(Service-Oriented Architecture)

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CRM 2007 Highlights

CRM User InterfaceCRM WebClient

Sales

Marketing

Service & Interaction Center

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CRM WebClient: User Interface

SAPGUI for Windows

People-Centric UI

IC Web Client

SAP CRM 2007

SAP CRM WebClient

SAP CRM WebClient SAP CRMUI .

CRM WebClient,

UI

SAP CRM on-demand UI

CRM

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Help sales professionals maintain focus on the right dealsDemo1

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SAP MRM :

Collaboration –cProjects and SAP NetWeaver™

Insights– leveraging SAP® xPD™

SAP NetWeaverKnowledge managementBusiness process managementPortal-based accessAnalytics

(Marketing Resource Management):

/ /( , , )( , , )

( , )

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SCM

(KPI)

:

Top down/Bottom up, , , ,

Deal – , , ,

:

:

(TPM: Trade Promotion Management.

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Market Development Funds SAP.

SAP CRM MarketingSAP CRM Partner Channel ManagementSAP CRM Funds ManagementSAP CRM Claims ManagementSAP CRM BillingSAP Business IntelligenceSAP ERP (FI/CO)

(MDF: Market Development Funds),

.

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1 2 3 4

RTOM

Demo2

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)

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Take Aways

SAP CRM

: SAP CRM

,

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Simple And Powerful

SAP CRM 2007

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CRM 2007 Sales - Building Blocks

Customer

Multiple deployment options

SAP CRM: sales capabilities

Web shop ChannelpartnersDirect mail Call

centerFieldsales

Close

Quoting

Pricing

Contracts

Target

Lead generation

Territorymanagement

Segmentation

Qualify

Opportunities

Sales process

Methodologies

Plan

Sales planning

Incentiveplanning

Forecasting

Branchesstores

Mobiledevices

POS andATMs

MeasureOperational

reporting

Analysis andsimulation

Compensation

E-sellingMobile sales TelesalesSales portals CRM Saleson-demand

Configuration

Ordermanagement

Relationshipmodeling

Activitymanagement

Proposals

Influencemodeling

Quota alignment

Advancedanalytics

Pipelineperformance

Quota attainment

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Selected SAP CRM Sales Customers

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Marketing analytics

CRM 2007 Marketing – Building Blocks

Marketing capabilities in SAP CRM

E-mail,sms PartnersDirect

mailCall

centerFieldsales

Customer

Predictiveanalytics

Leadmanagement

Lead generation

Lead qualification

Lead distribution

Segment and listmanagement

External listimport

Segments andlist mgmt.

Marketingattributes

Campaignmanagement

Multichannelexecution

E-marketing

Mkt. resourcemanagement

Strategy andplanning

Budget and costs

Measurementand reporting

Customeranalytics

Forecastingand planning

Branchesor stores

Optimizationand refinement

Productanalytics

Trade promotionmanagement

Business Planning& Perf Mgmt.

Trade Promotions

Retail Execution

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SAP CRM Marketing

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Service analytics

CRM 2007 Service – Building Blocks

SAP CRM: service capabilities

Web and e-mail

ServicepartnersDirect mail Interaction

center Field service

Customer

Servicecontractmgmt.

Service levelagreements

Entitlementcheck

Usage-based

contracts

Complaintsand returns

Knowledgemgmt.

Complaintand returnprocessing

Warehousemgmt.

integration

Serviceordermgmt.Serviceorder

quotation

Serviceorder

processes

Financialand logisticsintegration

Stores Servicedepots

In-houserepair

Inventorymgmt.

Repairprocessing

Qualitymgmt.

integration

Installedbase

mgmt.

Componenthierarchy

Installedbase

processing

Back-endintegration

Warrantymgmt.

Product andwarranty

registration

Claimprocessing

Warrantycheck

Resourceplanning

Appointmentscheduling

Absencesand

attendance

Integration:third-partyresources

Casemgmt.

Changerequestmgmt.

Caseprocessing

Activityprocessing

Servicecontractanalytics

Complaintsand returns

analytics

Serviceorder

analytics

In-houserepair

analytics

Installedbase

analyticsWarrantyanalytics

Resourceplanninganalytics

Case mgmt.analytics

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Selected SAP CRM Service Customers

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Interaction center analytics

CRM 2007 Interaction Center – BuildingBlocks

Interaction Center: capabilities

Web E-mailTelephony IVR

Customer

IC managementKnowledge

management

Process modeling

Communicationchannels

TelesalesAccount and contact

management

Activity management

Opportunitymanagement

Quotation andorder management

Customer serviceCustomer service

and supportComplaint

management

Help desk

Telemarketing

Campaign execution

Lead management

Personalization

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Selected SAP CRM Interaction CenterCustomers

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SAP contact point

Email: park.june.yang@sap.com

/ CRM

Telephone: 02.2194.2646

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Thank you!