mySAP Customer Relationship Management - BIUshnaidh/zooloo/erp/mySAP...©SAP AG 2005, mySAP Customer...

mySAP Customer Relationship ManagementSolution Map

Release 2005

© SAP AG 2005, mySAP Customer Relationship Management Solution Map 2

mySAP Customer Relationship Management

E-Com

merce

Interaction Center

Channel M

anagement

Access M

odes

Analytics

Marketing Marketing Resource Management

Segmentation & List Management

Campaign Management

Trade Promotion Management Lead Management

SalesSales Planning & Forecasting

Territory Management

Accounts & Contacts

Opportunity Management

Quotation & Order Management

Pricing & Contracts

Incentive & Commission Management

Time & Travel

ServiceService Order Management

Service Contract Management

Complaints & Returns

In-House Repair

Case Management

Installed Base Management

Warranty Management

Resource Planning


mySAP Customer Relationship ManagementMarketing

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

Marketing Resource Management

Market Research (S14, B12)

Scenario Planning (S14, B12)

Marketing Planning and Budgeting (S14, B12) Budget Planning (S14, B12)

Budget Control (S14, B12, S12) Product and Brand Planning(S14, B12) Cost and Volume Planning(S14, B12) Collaborative Planning (S14, B12) Marketing Plan Analysis (S14, B12) Marketing Calendar (S14) Marketing Brief (S14) Digital Asset Management(S14) Marketing Organization (S14)

Workflow and Approval (S14)

Project Management (S14)

Segmentation & List Management

Multiple Data Source Access(S14) High Speed Data Search(B42, S14) Preview Lists (S14) Pre-Filtered/Personalized Attribute Lists (S14) Sampling and Splitting (S14)

Embedded Predictive Modeling (S14, B12) Dynamic Filtering (S14) Quick Counts (S14) Segment Deduplication (S14) Suppression Filters (S14)

Target Group Optimization(S14, B12) Clustering (S14, B12) Data Mining (S14, B12) Decision Trees (S14, B12)

ABC Analysis (S14, B12) List Management - List Format Mapping (S14) Duplicate Checks (S14, P11)

Postal Validation (S14) Data Cleansing (S14) Data Enrichment (S14) List Quality (S14) Lead and Activity Imports (S14) List Analysis (S14, B12)

Campaign Management

Campaign Optimization (S14, B12) Campaign Simulation (S14, B12) Marketing Calendar (S14) Campaign-Specific Pricing(S14) Multichannel Campaign Execution (S14)

Multiwave Campaign Execution (S14)

Event-Triggered Campaign Execution (S14)

Real-Time Response Tracking (S14)

Cost/Financial Reporting (S14, B12)

Personalized (E)Mails (S14) Bounce Handling (S14) Call Lists (S14) Campaign ROI (S14, B12) Support of B2B, B2C, B2B2C Scenarios(S14) Interactive Scripting (S14)

Target Group Analysis (S14, B12)

Campaign Analysis (S14, B12)

Trade Promotion Management

Trade Promotion Planning(B12) Account Planning (S14, B12)

Trade Promotion Validation(S14, B12) Trade Promotion Execution(S14, S12, B12) Trade Promotion Evaluation(S59, S14, B12)

Lead Management

Multiple Interaction Channels(S14) Automated Qualification (S14)

Rule-Based Distribution (S14)

Lead Dispatching (S14) Web-Based Lead Generation(S14) Lead Partner Management(S14) Mass Generation (S14) Interactive FormsLead Surveys (S14) Automatic Generation of Follow-Up Activities (S14)

Lead Analysis (S14, B12)

Campaign Planning (S14, B12) Graphical Campaign Modeling(S14)


mySAP Customer Relationship ManagementSales



Future Focus






Sales Planning & Forecasting

Strategic Planning (S14, B12) Flexible Modeling(S14, B12)

Rolling Forecast(S14, B12) Collaborative Planning (S14, B12) Supply Chain Integration (S14, B12) Planning-Cycle Monitoring (S14, B12) Performance Reviews (S14, B12) Sales Planning & Forecasting Guides (S14, B12) Account Planning(S14, B12) Opportunity Planning (S14, B12)


Market Segmentation(S14) Territory Assignment & Scheduling (S14) Territory/Organizational Mapping(S14) Rule-Based Synchronization for Mobile Devices (S14) Sales Analysis by Territory (S14, B12) Interface to Third-Party Territory Planning Tools(S14)

Accounts & Contacts

Visit Planning(S14) Fact Sheet (S14, B12) Interaction History (S14) Activity Management(S14, B12) Email & Fax Integration (S14) Relationship Management(S14) Marketing Attributes & Classification(S14) Customer-specific Pricing(S14) Account Planning(S14) Customer Analysis (S14, B12)


Opportunity Planning (S14) Team Selling(S14) Competitive Information (S14) Account-specific Sales Processes(S14) Automatic Business Partner Assignment(S14) Pricing (S14) Activities (S14)

Follow-Up Transactions(S14) Product Configuration(S14) Anticipated Revenue (S14) Buying Center(S14) Sales Project Management(S14) Opportunity Hierarchies (S14)

Quotation & Order

ManagementInquiries (S14)

Quotations (S14)

Order Capture(S14) Automatic Business Partner Assignment(S14) Order Status Tracking (S14) Pricing (S14) Order Validation Check (S14)

Credit Management & Credit Check(S14, S59) Payment Card Processing (S14, S59) Automated Follow-Up Processes (S14) Product Authorization & Restriction (S14)

Pricing & Contracts

Value & Quantity Contracts (S14) Sales Agreements(S14)

Authorized Customers (S14) Contract Completion Rules (S14) Collaborative Contract Negotiation (S14) Release Order Processing (S14)

Cancellation Handling (S14) Fulfillment Synchronization(S14, S59) Automatic Business Partner Assignment(S14) Product Configuration(S14)

Contract Status Tracking (S14)


Direct & Indirect Sales Compensation(S9) Incentive Plan Modeling (S9)

Configuration Templates (S9)

Roll Up Hierarchies/Indirect Participants(S9) Contracts and Agreements Handling (S9) Individual Plan Exceptions (S9) Target Agreement (S9) Adjustments (S9)

Posting and Settlement (S9, S22, S23) Commission Simulation (S9) Commission Status Management(S9, B12, S4)

Time & Travel

Time Reporting(S33, S12) Expense Reports(S33, S12) Receipt Itemization (S33, S12) Track Receipts, Mileage, Deductions & Border Crossings(S33, S12) Integration with Activity Management(S33, S14, S12) Cost Assignment(S33, S12)


mySAP Customer Relationship ManagementSales continued



Future Focus






Sales Planning & Forecasting


Accounts & Contacts


Sales Process & Selling Methodologies(S14) Opportunity Analysis (S14, B12)

Quotation & Order

ManagementProduct Configuration(S14) Bill of Material(S14) Availability Check(S14, S59, S64)

Rebates (S14)

Billing (S14, S12, B12) Fulfillment Synchronization(S14, S12) Quotation and Order Analysis(S14, B12)

Pricing & Contracts

Credit Management & Credit Check(S14, S59) Pricing (S14) Free Goods(S14) Customer-specific Pricing(S14) Promotional Pricing (S14) Contract Analysis(S14, B12)


Time & Travel


mySAP Customer Relationship ManagementService



Future Focus






Service Order Management

Service Order Quotation (S14)

Service Order Processes (S14, S12) 3rd Party Integration (S14, S12) Service Employee Resource Planning (S14) Service Confirmation Processing (S14) Product Service Letter Processing(S14) Logistics Integration Processes (S14, S12) Financial Integration (S12, S14) Service Order Analytics (S12, S14, B12)

Service Contract Management

Service Agreement (S14) Service Contract Quotation Processing (S14) Service Contract Processing (S12, S14) Usage Based Contract Management(S14) Service Level Management(S14) Value and Quantity Contracts (S14) Contract Determination(S14) Service Plan Processing (S14, S12) Financial Integration (S14, S12) Service Contract Analytics (S14, S12, B12)


Knowledge Management(S14) Complaints Processing (S14) Returns Processing (S14) Follow-Up Processes (S14) Recall Management(S14, S12) Warehouse Management Integration (S7, S12, S14) Logistics Integration (S14, S12) Financial Integration (S12, S14) Complaints and Returns Analytics(S14, B12, S12)

In-House Repair

Inventory Management(S14) In-House Repair Quotation (S14) In-House Repair Processing (S14, S12) Loaner Management(S14, S12) In-House Repair Confirmation Processing (S14)

Logistics Integration (S14, S7, S12)

Quality Management Integration (S14, S12)

Financial Integration (S12, S14) In-House Repair Analytics (S14, B12)

Case Management

Case Processing(S14) Change Request Management(S14) Service Confirmation Processing (S14, S12) Activity Processing (S14) Supporting Processes (S14) Case Management Analytics (S14, B12)

Installed Base Management

Installed Base Processing (S14)

Component Hierarchy (S14) Object Fact Sheet (S14) Backend Integration (S14, S12) Installed Base Analytics (S14, B12)

Warranty Management

Customer and Vendor Warranty(S14) Product and Warranty Registration(S14, S12) Warranty Determination(S14) Warranty Claim Processing (S14)

Warranty Analytics (S14, B12)

Resource Planning

Service Resource Planning (S14) Resource Master Data (S23, S14)

Assignment Management(S14) Absences/Attendances Maintenance(S14) Appointment Scheduling (S14)

Communication Integration (S14)

Rule-Based Synchronization for Mobile Devices (S14) Integration to Third Party Scheduling Engines (S14) Resource Planning Analytics (B12, S14)


E-Commerce

The E-Commerce capabilities of mySAP CRM provide organizations with the only e-commerce platform on the market that is fully integrated with enterprise-wide CRM and channel-management solutions to help companies increase customer satisfaction, reduce costs, and increase revenue. mySAP CRM ties seamlessly into bothdirect and indirect sales processes, and extends across the enterprise, encompassing sales, service, and marketing interactions. With mySAP CRM, an organization can deploy a fullybranded, powerful, and easy-to-use Web selling and customer care site that delivers accurate information and enables reliable business process execution.


E-Commerce

E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator

E-Selling Quotation & Order Management

Shopping Basket Management Pricing & Contracts Interactive Selling &

Configuration Web Auctions Selling via Partners

E-Service Knowledge Management

Service Order Management Live Support Installed Base Complaints &

ReturnsBilling & Payment

Account Self Service


E-CommerceE-Marketing



Future Focus






Catalog Management

Catalog Authoring (S14, S12)

Catalog Personalization (S14, S12) Browse and Search Catalog(S14, S12) Product Comparison (S14, S12) Product Promotions (S14)

Cross-Sell/Up-Sell (S14, S12)

Web Search Support (S12, S14)

Content Management

Content Authoring (S14) Personalized Content Presentation (S14) Newsletter Subscription (S14)

Personalization

Target Group Management(S14) Web Surveys (S14) Dynamic Personalization(S14) Dynamic Cross-Sell/Up-Sell(S14) Targeted Messages & Alerts(S14) Product Recommendations(S14) Customer Profiling & Segmentation (S14) Click-Stream Analysis (S14, B12, S12)

Email & Web Campaigns

Customer Segmentation (S14)

Product Allocations (S14)

Private and Public Campaigns(S14) Campaign-Specific Pricing(S14, S12) Multi-Wave Campaign Execution (S14) Event-Triggered Campaign Execution (S14) Personalized E-Mails (S14)

Couponing (S14)

Campaign Optimization (S14)

Campaign Analysis (S14, B12)

Store Locator

Search for Service and Store Locations (S14) Travel Direction (S14)


E-CommerceE-Selling



Future Focus







Request for Quotation(S14, S12) Online Ordering (S14, S12) B2B Order Tools (S14, S12) Order-/Quotation-on-Behalf (S14, S12) Bill of Material (S14, S12) Grid Products (S14, S12) Availability Check (S14, S12) Order Fulfillment (S14, S12) Order Status & Tracking(S14, S12) Credit Check (S14, S12)

Sales Quotation & Order Management Analysis(S14, S12, B12)

Shopping Basket Management

Create & Save Shopping Basket (S14, S12)

Cross-Sell/Up-Sell (S14, S12)

Pricing & Contracts

Price Maintenance (S14, S12) Customer-Specific Pricing (S14, S12) Rule-Based Pricing(S14, S12) Campaign-Specific Pricing (S14) Contract Pricing (S14, S12) Contract Negotiation(S14) Contract Release Order(S12, S14) Contract Analysis (S14, B12)

Interactive Selling & Configuration

Guided Selling (P72)

Interactive Product Configuration (S14, S12)

Web Auctions

Auction Management(S14, S12) Selling via eBay (S14, S12) Auctioning via Web Shop (S14) Check out via Web Shop(S14, S12)

Selling via Partners

Collaborative Showroom(S14) Distributed Catalog & Content Management(S14) Distributed Order & Inventory Management(S14) Hosted Partner Sites(S14)


E-CommerceE-Service



Future Focus






Knowledge Management

Solution Search(S14) Knowledge Base Management (S14) Frequently Asked Questions (S14)


Service Requests(S14) Service Fulfillment(S14) Entitlement Validation (S14) Resource Planning(S14) Status and Tracking(S14, S12) Service Order Analysis (S14, B12)

Live Support

Call Back (S14) Chat (S14) E-Mail (S14) Co-Browsing (P72)

Installed Base

Installation Management (S14) Warranty Management (S14, B12) Product Registration(S14) Installed Base Analysis (S14, B12)


Complaints Management (S14) Returns Management (S14) Complaints & Returns Analysis(S14, B12)

Billing & Payment

Online Access and Download of Invoices (S14, S12) Online Payment(S12, S14) Payment History(S14, S12) Billing Analysis(S14, S12, B12)

Account Self Service

Self Registration(S14) Account and User Administration (S14, S12) Account Status and History (S14, S12)

Status and Action Management (S14)


Interaction Center

Forms the foundation of an organization’s collaboration and communication platform, providing:

Easy access to customer profiles, history, and the installed base of purchased products.Tools to search knowledge bases.Scripts to guide agents through customer interactions.

Because these tools are so easy-to-use, agents no longer need extensive training on multiple systems, complex products, or intricate marketing campaigns. The interaction center handles inbound and outbound communication over multiple channels, including telephone, e-mail, fax, voice over Internet protocol (VoIP), text chat, and mobile devices. Powerful analytical capabilities and real-time monitors ensure that companies meet service levels and properly allocate resources.

The interaction center is integrated with SAP and non-SAP systems so that agents can qualify leads, enter orders, cross-sell and up-sell, execute marketing campaigns, process service requests, manage cases, offer appropriate resolutions, and process complaints -- all from a single desktop application. These capabilities make it a solid platform for a variety of business scenarios, including service, telesales, telemarketing, knowledge management, and customer analytics.


Interaction Center

Telemarketing Campaign Execution Lead Management Personalization

Telesales Accounts & Contacts Activity Management Opportunity Management Quotation & Order Management

Customer Service Customer Service & Support Complaint Management Help Desk

IC Management Knowledge Management Workforce Management Process Modelling Communication Channels


Interaction CenterTelemarketing



Future Focus






Campaign Execution

Call List Assignment (S14) Soft Phone (S14) Interactive Scripts (S14) Surveys (S14) Script Effectiveness (S14) Outbound Dialing Integration (S14, P15)

Lead Management

Lead Generation (S14) Lead Qualification (S14) Workflow for Lead Distribution (S14)

Personalization

Screen Pop (S14) Product Proposal (S14) Cross-Sell and Up-Sell (S14) Scripting (S14) Personalized Email Forms (S14) Alert Modeler (S14)


Interaction CenterTelesales



Future Focus






Accounts & Contacts

Account and Contact Person (S14) Search and List (S14) Fact Sheet (S14) Interaction History (S14) Customer Alerts (S14) Interactive Scripting (S14) Workflow Integration (S14) Inbound and Outbound Interactions(S14)

Activity Management

Tasks and Business Activities (S14)

Automatic Partner Determination (S14)

Automatic Organizational Data Determination (S14) Status and Result (S14, S59) Notes (S14) Attachments (S14) Campaign Reference (S14)

Follow-Up Documents (S14) Action Management (S14) Workflow Management (S14) Activity Monitor (S14) Multiple Survey Assignment (S14)

Document Flow (S14) Broadcast Messaging (S14) Customer Alerts (S14) Inbound and Outbound Interactions(S14) Success/Failure Analysis (S14) Customer Care Intensity Analysis (S14)

Activities per Organizational Unit Analysis (S14) Activity History Analysis (S14) Planned Activities Analysis (S14)

Sales Cycle Analysis (S14)


Sales Team (S14) Competitors (S14) Product Notes (S14) Individual Sales Cycle (S14) Automatic Partner Determination (S14)

Automatic Organizational Data Determination (S14) Product(s) Categories (S14) Pricing (S14, S59) Follow-Up Documents (S14) Attachments (S14) Competitor Products (S14) Multiple Survey Assignment (S14)

Project Milestones (S14) Lead to Opportunity Workflow (S14)

Status and Reason (S14) Buying Center (S14) Assessment (Survey) (S14) Sales Assistant (S14) Project Goals Definition (S14) Opportunity Plan (S14) Document Flow (S14) Inbound and Outbound Interactions(S14)


Inquiries (S14) Quotations (S14) Sales Orders (S14) ERP Sales Order (S14, S59) Mixed Documents (S14) Automatic Organizational Data Determination (S14) Automatic Partner Determination (S14)

Automatic Text Handling (S14) Status Management (S14) Pricing (S14, S59) Attachments (S14) Incompletion Check (S14) Credit Management and Credit Check(S14, S59) Payment Card Processing (S14, S59)

Workflow Management (S14) Automated Follow-Up Processing (S14)

Document Flow (S14) Product Listing/Exclusion (S14) Product Determination (S14) Sales Document with Structured Products (S14)


Interaction CenterTelesales continued



Future Focus






Accounts & Contacts Activity ManagementOpportunity Management

continued

Opportunity Pipeline Analysis (S14)

Win/Loss Analysis (S14) Expected Sales Volume Analysis (S14)

Forecast Reliability Analysis (S14)

Opportunities Results Analysis (S14)

Expected Product Value (S14)

Quotation & Order Management continued

Output Determination (S14) Product Configuration (S14) Fulfillment Systems Synchronization(S14, S59) Availability Check (S14, S59, S64)

Sourcing (S14) Minimum Order Quantity Check (S14)

Delivery Groups (S14) Follow-Up Order (S14) Quotation to Order (S14) Sales Probability (S14) Alternative Items (S14) Validity Period (S14) Quotation Output (S14) Success Rate per Product (S14) Product Proposal (S14) Call List Processing (S14) Inbound and Outbound Interactions (S14) Sales Order with Promotion (S14) Cross-Sell and Up-Sell (S14) Billing (S14, S59) Quotation Tracking Analysis (S14) Quotation Success Rate Analysis (S14)

Top Five Quotations (S14) Incoming Sales Order Analysis (S14)

Plan/Actual Comparison (S14) Best-Selling Products (S14)


Interaction CenterCustomer Service



Future Focus






Customer Service & Support

Account Identification (S14) Account Maintenance (S14) Registered Product Identification (S14) Result List (S14) Interaction History (S14) Scratch Pad Notes (S14) Service Order and Request Management (S14) Code Catalogs/Multi-level Categroization (S14) Prioritization (S14) Content Management Integration (S14) Spare Parts and Services (S14, S59) Appointment Scheduling (S14) In-House Repair Request (S14) Service Quotations (S14) Contract and Entitlement Management (S14) Service Level Management (S14) Escalation Management (S14) Warranty Management (S14)

Product Warranty Registration and Extension (S14)

Installed Base Management (S14) Service Product Proposal (S14) Cross-Sell and Up-Sell (S14)

Complaint Management

Case Management for Customer Service (S14) Complaints Processing (S14) Credit Memo Integration (S14) Returns Processing (S14) Return Material Authorizations (S14) Issue Loaners (S14) Solution Database Search (S14) Escalation and Follow-Up (S14) Consumer Relations (S14)

Help Desk

Solution Database (S14) Solution Attachments (S14) Knowledge Search (S14) E-Mail and Chat Integration (S14) Information Security Profile (S14) Auto Acknowledge (S14) Interactive Auto Suggest of Solutions (S14)

Auto Response (S14) Interaction Record (S14) Customer Care (S14) Case Management for Customer Service (S14) Empoyee Interaction Center (S14, S23) IT HelpDesk (S14) Solution Search Statistics Report (S14)


Interaction CenterIC Management



Future Focus







Solution Search (S14) Fact Sheet (S14) Interaction History (S14) Interactive Auto Suggest of Solutions(S14) Multiple Knowledge Databases (S14)

Mail Forms (S14) Standard Response for Email and Chat(S14) Multilevel Categorization (S14) Case Management (S14)

Workforce Management

Multichannel Forecasting (S14) Advanced Algorithms (S14) Custom Forecast Algorithms (S14)

User-Driven Forecast Parameters(S14) Scheduling (S14) CRM Integration (S14) CRM IC Integration (S14) ERP HCM Intergation (S23, S14) Goals Alignment (S14) Cost and Efficiency (S14, S21) Schedule Analytics (S14, S21)

Process Modelling

Action Management (S14) Alert Management (S14) Action Monitor (S14) Scripting (S14) Rule Modeler (S14) Workflow for Long Texts in Sales Orders (S14) Workflow for Approving Quotations(S14) Workflow for Automatically Releasing Quotations (S14) Workflow for Opportunity from Lead(S14) Workflow for Lead Processing by External Partners (S14) Workflow for Credit Management (S14)

Workflow for Approving Marketing Campaigns (S14) Workflow for Status of Mail Transmission Process (S14) Definition of Customer-Specific Business Processes Using the WebFlow Engine (S14)

Communication Channels

Soft Phone (S14) Contact Handling (S14) Outbound Dialing Integration (S14, P15) Universal Routing and Universal Queue Integration (S14, P15) Automatic Number Identification (ANI)(S14) Dialed Number Identification Service (DNIS) (S14) Screen Pop (S14) Contact-Attached Data (S14) E-Mail Response Management (S14) Interaction History (S14) Statistic Interface (S14) Manager Dashboard (S14) Co-Browse (S14, P72)


Channel Management

mySAP CRM is the only comprehensive solution on the market that delivers partner relationship management, extended CRM, and e-commerce processes with its channel management capabilities. With mySAP CRM, companies can optimize their channels by employing the right mixture of partners and direct and indirect sales forces.


Channel Management

Partner Management Partner Lifecycle Management

Partner Recruitment

Partner Planning & Forecasting

Partner Training & Certification Partner Networking Partner

Compensation

Channel Marketing Content Management

Catalog Management

Campaign Management Lead Management Channel Marketing

Funds Partner Locator

Channel Sales Accounts & Contacts

Opportunity Management Pricing & Contracts Interactive Selling &

ConfigurationQuotation & Order Management

POS & Channel Inventory Tracking

Channel Service Knowledge Management

Service Order Management Live Support Complaints &

Returns Installed Base Warranty Management

Channel Commerce Collaborative Showroom Distributed Catalog & Content Management

Distributed Order & Inventory Management Hosted Partner Sites


Channel ManagementPartner Management



Future Focus






Partner Lifecycle Management

Partner Profiling (S14)

Partner Monitoring (S14)

Self Services (S14) Partner Segmentation(S14) Partner Analysis (S14, B12)

Partner Recruitment

Partner Registration(S14) Prospective Partner Qualification (S14) Prospective Partner Processing (S14)

Partner Planning & Forecasting

Sales Target Planning with Channel Partners(S14) Partner Portfolio Planning (S14) Forecasting & Simulation(S14) Sales Pipeline Analysis(S14, B12)

Partner Training & Certification

Partner Training & Administration (S24) Online Training (S24)

Online Testing (S24)

Partner Certification(S14) Online Registration(S24)

Partner Networking

Collaboration Room(B20) Partner Directory (B20)

Partner Compensation

Compensation Planning(S14) Compensation Calculation (S14) Compensation Simulation (S14) Compensation Settlement (S14)


Channel ManagementChannel Marketing



Future Focus






Content Management

Content Authoring (S14)

Personalized Content Presentation (S14) Sales and Marketing Library (S14) Subscription (S14) Automatic Document Classification (S14) Search Engine (S14) Collateral Catalog and Search (S14) Collateral Ordering and Fulfillment (S14) Collateral Download(S14)

Catalog Management

Catalog Authoring (S14)

Catalog Personalization(S14) Browse and Search Catalog (S14) Product Comparison(S14) Product Promotions(S14) Cross-Sell/Up-Sell (S14)

Web Search Support(S14)

Campaign Management

Campaign Planning(S14) Segmentation with Channel Partners (S14)

Campaign View for Partners (S14) Centralized Campaign Execution (S14) Decentralized Campaign Execution by Partners(S14) Campaign Monitoring(S14) Campaign Analysis(S14, B12)

Lead Management

Lead Generation (S14)

Lead Qualification (S14)

Lead Distribution (S14)

Lead Notification (S14)

Lead Processing (S14)

Lead Monitoring (S14)

Workflow (S14)

Lead Analysis (S14, B12)

Channel Marketing Funds

Budgeting & Planning(S14) Checkbook & Fund Management (S14) Fund Request Management (S14) Claims Management(S14) Channel Marketing Funds Analysis (S14, B12)

Partner Locator

Search for Partner Store Locations (S14)

Travel Direction (S14)


Channel ManagementChannel Sales



Future Focus






Accounts & Contacts

Search & List (S14) Account Management(S14) Fact Sheet (S14) Interaction History (S14)

Activity Management(S14) Activity Analysis (S14, B12) Customer Analysis (S14, B12)


Opportunity Creation(S14) Opportunity Qualification(S14) Opportunity Distribution(S14) Opportunity Notification(S14) Opportunity Processing(S14) Opportunity Monitoring(S14) Sales Pipeline & Forecasting (S14) Sales Process & Selling Methodologies (S14)

Activity Management(S14) Workflow (S14) Opportunity Analysis(S14, B12)

Pricing & Contracts

Price List for Partners & Customers (S14)

Partner Sales Pricing(S14) Customer & Partner-Specific Pricing (S14)

Rule-Based Pricing(S14) Contract Negotiation(S14) Contract Pricing (S14)

Campaign-Specific Pricing (S14) Special Pricing (S14)

Contract Analysis (S14, B12)

Interactive Selling & Configuration

Guided Selling (P72)

Interactive Product Configuration (S14)


Quotations (S14) Proposal Generation(S14) Ordering Products & Services (S14) Quotation & Order on-Behalf (S14) Availability Check (S14, S12) Order Fulfillment (S14, S12) Order Status & Tracking(S14) Credit Check (S14, S59)

Online Billing & Payment(S14, S12) Quotation and Order Analysis (S14, B12)

POS & Channel Inventory Tracking

POS Data Management(S14) Channel Inventory Management (S14) Price Protection (S14)

POS & Inventory Analysis (S14, B12)


Channel ManagementChannel Service



Future Focus







Solution Search (S14)

Knowledge Base Management (S14) Frequently Asked Questions (S14)


Service Requests (S14)

Service Fulfillment (S14)

Entitlement Validation(S14) Resource Planning(S14) Status and Tracking(S14) Service Order Analysis(S14, B12)

Live Support

Call Back (S14) Chat (S14) E-Mail (S14) Co-Browsing (P72)


Complaints Management(S14) Returns Management(S14) Complaints & Returns Analysis (S14, B12)

Installed Base

Installation Management(S14) Product Registration(S14) Installed Base Analysis(S14, B12)

Warranty Management

Warranty Management(S14) Warranty Analysis (B12, S14)


Channel ManagementChannel Commerce



Future Focus






Collaborative Showroom

Multi-Partner Storefront (S14) Partner Selection (S14) Partner-Specific Pricing (S14) Partner-Specific Availability (S14)

Multiple Partners per Shopping Basket(S14) Collaborative Showroom Analysis (S14, B12)

Distributed Catalog & Content Management

Distributed Catalog Authoring (S14)

Multi-Partner Catalog (S14) Customer-Specific Pricing by Partners(S14) Catalog Import & Export (S14) Shared Content Management (S14)

Distributed Order & Inventory Management

Order Processing by Partners (S14)

Replenishment Orders (S14) Fulfillment by Partner (S14) Drop Shipment (S14) Order Download for Partners (S14)

Order Distribution (S14) Checkout via External Shop (S14)

Hosted Inventory Management (S14)

System-to-System Integration with Partners (S14) Delivery Time Maintenance for Partners (S14) Distributed Order Analysis (S14, B12)

Hosted Partner Sites

Website Wizard (S14) Partner-specific Product Catalog (S14)

Partner-Specific Branding (S14) Customer-Specific Pricing by Partners(S14) Hosting Platform (S14)


Access Modes

In the office or on the road, mySAP CRM ensures that your mobile team always remains accessible with complete support across all access modes –connected (online), mobile (offline) and wireless. mySAP CRM provides field professionals with anytime, anywhere access to mission-critical customer information and processes using any device that they prefer – laptop, handheld, tablet PC, SmartPhone or Blackberry™ device. Regardless of device preference or access mode, bi-directional synchronization of data between all mobile devices and the enterprise ensures that the entire team has reliable and timely visibility to the most accurate information to quickly respond to customer needs.

Desktop

The traditional desktop computer remains the device of choice for many office-based sales and service organizations that depend on the speed and availability of wired network access to quickly resolve customer issues and collaborate with counterparts in the field. mySAP CRM provides desktop users real-time access through a number of role-based portals which can be customized to the individual needs and preference of the user.

Laptop

Laptop PCs provide mySAP CRM users with continuous visibility whether running in connected, mobile or wireless access modes. Combined with ever-increasing speed and availability of WiFi connections in offices, airports, coffee shops and other public locations – wireless-enabled laptop PCs provide even more opportunities to remain connected in real-time within and beyond office walls. mySAP CRM enabled laptop PCs leverage bi-directional synchronization to leading groupware solutions (Microsoft Outlook and Lotus Notes) to ensure that field professionals always remain up to date with changes to contact, calendar, activity and email interactions.

Tablet PC

Tablet PCs, which run Microsoft Windows XP Tablet PC Edition, extend the portable functionality of PCs with pen capabilities. Tablet PCs equipped with mySAP CRM offer field professionals easy, timely, and efficient access to customer data without pen and paper. Using digital pens to navigate the system, sales professionals can quickly and easily edit product data, create and finalize orders, collect digital signatures, and generate order confirmations from remote locations.

Handheld

Handheld devices, which run either Pocket PC or PalmOS®, deliver mobile data access and critical transaction processing combined with role-specific functionality scaled to fit a compact form factor. Handheld devices equipped with mySAP CRM enable field professionals with fully-synchronized customer information and transactions when running in mobile mode and real-time access when accessing mySAP CRM in wireless mode.

SmartPhone

The convergence of multiple mobile communication tools into one compact device – the SmartPhone integrates handheld functionality with a voice-centric handset to combine voice communications, text messaging, internet access and wireless email messaging in one mobile device. SmartPhone devices provide mySAP CRM users with secure real-time access to customer data and transactions with wireless access to the corporate network using the built-in internet browser, critical alerts can be broadcast to field professionals using SMS and email messaging capabilities while providing the simplicity and convenience of device consolidation.

Blackberry®

Combining phone, email, SMS, browser and organizer applications into one simple and intuitive device for voice and text communications, the Blackberry® device leverages “push” technology to automatically sense, respond and seamlessly shift access modes with changes in network connectivity. MySAP CRM enabled Blackberry® devices provide field professionals with an easy to use device that provides always available access to mission-critical customer data and transaction processing running in both mobile and wireless access modes. Bi-directional synchronization with leading groupware solutions (Outlook and Notes) ensures that contact, calendar, activity and email interactions remain up to date.


AnalyticsAutomating CRM processes can show rapid ROI, but without embedded customer insights, the rate of return ultimately will level off. Successful CRM projects use analytics to drive growth through a deep understanding of the customer that better aligns enterprise resources around customer needs.

SAP Analytics for CRM enables organizations to turn their enterprise customer data into a competitive advantage. SAP Analytics takes CRM processes to the next level with embedded analytics that help customer facing employees make better business decisions based the tightest integration of operational applications and customer intelligence available.

SAP Analytics for CRM aligns business strategies with execution and empowers managers to continuously plan, monitor and respond to strategic, operational, and tactical objectives with a better understanding of the customer’s value, needs, trends, and future behavior. With SAP Analytics for CRM, companies can grow revenues by quickly adapting to market changes, optimizing business processes, and delivering greater value to their employees.

SAP Analytics for CRM lets you:

Gain Valuable Customer InsightConsolidate and maximize your customer data Drive revenue through customer centric strategies Identify shifts in your customers’ behaviors and needs

Create More Effective Business ProcessesArm your customer facing employees with the information they need to make better decisions Innovate and align your customer facing processes with end to end visibility and proactive alerts Break down organizational and technical barriers across the enterprise

Reduce CostReduce your IT costs with prebuilt and integrated business content Increase user adoption by delivering real value back to the users Get insights to the right person, at the right time, in the right format

Only SAP DeliversFully Integrated Application-Analytic Platform - With NetWeaver, SAP delivers a fully integrated analytical suite as part of the NetWeaver technology platform. This enables SAP to provide a higher level of context, business value, and usability across our analytical and transactional solutions. Easy to Deploy and Extend – With t he design environment of the SAP NetWeaver platform, business users can understand, deploy, and customize business models for analytics, assembling them from predefined components rather than using complicated development tools. Actionable Insights – SAP Analytics are designed to give users more than just key metrics and reports. SAP Analytics are embedded within the transactional applications with proactive alerts to deliver insights that are timely, relevant, and complete allowing users to take immediate action directly from the application. Enterprise-Wide Solution – SAP’s unmatched enterprise application footprint and NetWeaver technology platform gives SAP Analytics for CRM unparalleled leadership in prepackaged analytical content, heterogeneous data access, and enterprise scalability and performance. Superior User Experience – SAP Analytical Applications are designed to bring new levels of usability to the BI space. SAP Analytics are designed to deeply merge Analytics into the transactional process delivering an unprecedented level of value to the user. Business Planning – SAP delivers the visibility and goal setting tools you need to align and manage the performance of your enterprise.


Solution Map Product Table

Key Description

B12 SAP NetWeaver Business Intelligence

B42 Search and Classification Engine (TREX)

S4 SAP Netweaver: SAP Crystal Enterprise - Enhanced SAP Edition

S7 Extended Warehouse Management (applies to mySAP SCM)

S9 SAP Incentive & Commission Management (applies to mySAP ERP/mySAP CRM)

S12 mySAP ERP

S14 mySAP Customer Relationship Management

S22 mySAP ERP Financials

S23 mySAP ERP Human Capital Management

S33 mySAP Mobile Business Solutions

S59 SAP R/3 Enterprise / mySAP ERP / mySAP Customer Relationship Management

S64 SAP R/3 Enterprise / mySAP ERP / mySAP Supply Chain Management

S21 mySAP Customer Relationship Management: SAP Workforce Optimization

S24 mySAP ERP: SAP Learning Solution

B20 SAP NetWeaver Portal


Solution Map Partner Interface Table

Key Description

P11 Business Address Services

P72 Technology Partners

P15 Computer Telephony


No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.

MaxDB is a trademark of MySQL AB, Sweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.

These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group 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.

Copyright 2005 SAP AG. All Rights Reserved


Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden.

Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können Softwarekomponenten auch anderer Softwarehersteller enthalten.

Microsoft, Windows, Outlook, und PowerPoint sind eingetragene Marken der Microsoft Corporation.

IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, und Informix sind Marken oder eingetragene Marken der IBM Corporation in den USA und/oder anderen Ländern.

Oracle ist eine eingetragene Marke der Oracle Corporation.

UNIX, X/Open, OSF/1, und Motif sind eingetragene Marken der Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, und MultiWin sind Marken oder eingetragene Marken von Citrix Systems, Inc.

HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C®, World Wide Web Consortium, Massachusetts Institute of Technology.

Java ist eine eingetragene Marke von Sun Microsystems, Inc.

JavaScript ist eine eingetragene Marke der Sun Microsystems, Inc., verwendet unter der Lizenz der von Netscape entwickeltenund implementierten Technologie.

MaxDB ist eine Marke von MySQL AB, Schweden.

SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver und weitere im Text erwähnte SAP-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und anderen Ländern weltweit. Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen.

In dieser Publikation enthaltene Informationen können ohne vorherige Ankündigung geändert werden. Die vorliegenden Angaben werden von SAP AG und ihren Konzernunternehmen („SAP-Konzern“) bereitgestellt und dienen ausschließlich Informationszwecken. Der SAP-Konzern übernimmt keinerlei Haftung oder Garantie für Fehler oder Unvollständigkeiten in dieser Publikation. Der SAP-Konzern steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte und Dienstleistungen ausdrücklich geregelt ist. Aus den in dieser Publikation enthaltenen Informationen ergibt sich keine weiterführende Haftung.

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