Professional Documents
Culture Documents
Course Agenda
Topics:
Topics:
1.
5.
2.
6.
3.
4.
7.
8.
Topics:
9.
What is CRM?
Purchase Order
Management
mySAP
SRM
mySAP ERP
Financials
Human Resources
Corporate Services
Operations
mySAP
CRM
Supply
Chain
Partner
mySAP SCM
Multichannel
mySAP PLM
SAP NetWeaver
Partner
Operations &
Administration
Which channels
does an enterprise use to interact with
customers?
Business
Partner
What do I
sell or service?
How do I
sell or service?
Physicians in
Pharmaceuticals
Stores in Retail
Orders in Consumer
Products
Vehicles in Automotive
Consultants in
Professional Services
Contracts in Utilities
Product
SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 13
Business
Processes
Service Industries
Professional Services
Intellectual Property
Management,
Campaign Management for
Advertising and Subscriptions
(Service Providers)
(Media)
(Utilities)
Case Management
INDUSTRYSPECIFIC
CRM
Constituent Services
(Public Sector)
Leasing
Customer Oriented Banking and
Insurance Services
...
44
mySAP CRM
Marketing
Marketing manager
creates a target group
and a marketing
campaign
33
mySAP CRM
Analytics
mySAP CRM
E-Commerce
55
Customer makes
purchase in
Web shop
mySAP CRM
Field Appl.
99
mySAP
10
10
CRM
Service technician
provides solution
to customer
Solution
mySAP CRM
Service
Customer calls,
IC agent creates
complaint
88
Channel manager
creates lead, partner
creates order
mySAP
CRM
Sales
mySAP CRM
Interaction
Center
66
mySAP CRM
Channel Mgmt
77
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SAP AG 2003 RACRM1 mySAP Solution Overview 4.0 01 / 2
mySAP CRM
@ Customer Site
Product
Proposal
Field
Sales OMS
Outbound
Telesales
Campaign
Automation
Interactive
Selling
Territory
Management
Market
Segmentation (S1)
Territory
Maintenance (S1)
Assignment
Scheduling (S1)
Territory/
Organizational
Mapping (S1)
Rolling Forecast
(S1)
Responsibility
Determination (S1)
Collaborative
Planning (S1)
Mobile Business
Support (S1)
Planning-Cycle
Monitoring (S1)
Performance
Reviews (S1)
Territory
Reorganization
(S1)
Sales Planning
Cockpit (S1)
Business Content
(S1)
Sales Analysis by
Territory (S1)
Interface to ThirdParty Territory
Planning Tools
(S1)
Account and
Contact
Management
Account and
Contact Person
(S1)
Search and List
(S1)
Fact Sheet (S1,
S2)
Interaction History
(S1)
Activities (S1)
Opportunities (S1)
Addresses (S1)
Relationships (S1)
Pricing (S1)
Notes (S1)
Attachments (S1)
Print Account
Overview (S1)
Email and Fax
Integration (S1)
Activity
Management
Tasks and Business
Activities (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Status and Result (S1)
Notes (S1)
Attachments (S1)
Opportunity
Management
c
Planned Activities
Analysis (S1)
Sales Cycle
Analysis (S1)
Opportunity
Planning (S1)
Sales Team (S1)
Competitors (S1)
Product Notes (S1)
Individual Sales
Cycle (S1)
Automatic Partner
Determination (S1)
Automatic
Organizational Data
Determination (S1)
Product Category
(S1)
Pricing (S1)
Follow-Up
Documents (S1)
Product
Configuration (S1)
Expected Product
Value (S1)
Attachments (S1)
Competitor
Products (S1)
Multiple Survey
Assignment (S1)
Project Milestones
(S1)
Lead to Opportunity
Workflow (S1)
Status and
Reason (S1)
Buying Center
(S1)
Assessment
(Survey) (S1)
Competitor
Analyses (S1)
Sales Assistant (S1)
Quotation and
Order
c Management
Inquiries (S1)
Contract
Incentive and
Management and Commission
c
c Management
Leasing
Value Contracts (S1)
Quantity Contracts
(S1)
Releasable
Mixed Documents (S1) Products (S1)
Automatic
Automatic
Organizational Data
Organizational Data
Determination (S1)
Determination (S1)
Automatic Partner
Automatic Partner
Determination (S1)
Determination (S1)
Automatic Text
Text Management
Handling (S1)
(S1)
Status
Status
Management (S1)
Management (S1)
Pricing (S1)
Pricing (S1)
Attachments (S1)
Attachments (S1)
Incompletion
Credit Management
Check (S1)
and Credit Check
Credit Management
(S1, S2)
and Credit Check
Payment Card
(S1, S2)
Processing (S1,
Payment Card
S2)
Processing (S1,
Workflow
S2)
Management (S1)
Workflow
Automated FollowManagement (S1)
Up Processes (S1)
Automated FollowOutput
Up Processes (S1)
Determination (S1)
Document Flow (S1)
Pricing and
Product
Product Listing/
Configuration (S1)
Exclusion (S1)
Document Flow
Product
(S1)
Determination (S1)
Product
Date Management
Configuration (S1)
(S1)
Batch Processing
Authorized
(S1, S4)
Partners (S1, S2)
Sales Document
Monetary Value in
with Structured
Quantity Contracts
Products (S1)
(S1)
Quotations (S1)
Sales Orders (S1)
Incentive Plan
Modeling (S31)
Configuration
Templates (S31)
Roll Up Hierarchies
/Indirect Participants
(S31)
Contracts and
Agreements
Handling (S31)
Individual Plans (S31)
Segment
Management (S31)
Participant
Determination (S31)
Transaction
Valuation (S31)
Commission
Remuneration (S31)
Incentive (Bonus)
Remuneration (S31)
Quota Attainment
Calculation (S31)
Results
Adjustments (S31)
Posting and
Settlement (S31,
S11, S9)
Commission
Simulation (S31)
Commission
Status
Management
(S31, S13, S137,
S99)
Territory
Management
Account and
Contact
Management
Activity
Management
Opportunity
Management
c
Project Goals
Definition (S1)
Output
Determination (S1)
Sales Project
Management (S1)
Opportunity
Hierarchies (S1)
Document Flow
(S1)
Opportunity Plan
Fulfillment Systems
Synchronization (S1, S2)
Availability Check
(S1, S2, S4)
Sourcing (S1)
Opportunity
Pipeline Analysis
(S1)
Win/Loss Analysis
(S1)
Expected Sales
Volume Analysis
(S1)
Forecast
Reliability Analysis
(S1)
Opportunities
Results Analysis
(S1)
Incentive and
Contract Management
Commission
and Leasing
c
c Management
Component Views
Configuration Guides