CRM Presentation Title Short Online, Mobile, Social Media

Speakers Name/Department (delete if not needed) Alexander Schroeter / Director, LoB Customer (CRM Product Management) Month 00, 2011 Lausanne, May 17, 2011

Legal Disclaimer
This document outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of this document. This limitation shall not apply in cases of intent or gross negligence.
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Agenda
CRM Trends and Customer/ Consumer Expectations CRM Framework of Excellence by SAP Overview SAP CRM Solution Portfolio Selected CRM Highlights and News
Sales on Demand Web Channel Experience Management Mobile Solutions Social CRM Analytical CRM Rapid-Deployment Solutions

Invitation: Measure Your Companys Performance Summary Many thanks to our CRM Customers in Swiss Romande/ Switzerland Your Questions

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21st Century Customer Experience

The World is changing at increasing speed and so are customer buying habits and expectations towards service quality and customer experience.
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Consumers use iPhone Apps to get location-based Offers while shopping in the Mall

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 and shop online while being mobile - e.g. via iPhone

13,000+ items can be

ordered via mobile

220 CHF ($200)

average total per order

@home
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Travelers check-in Online and use their Smartphone as a Boarding Pass

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Consumers use social Commerce for getting the best Deal

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Facebook Points are becoming a new Currency

and loyalty management becomes a different game

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Customers expect an excellent and consistent User Experience across all Channels
More and more companies have identified the need to provide an excellent and consistent Customer Experience across all channels. Example: Best Buy

social networks
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online

mobile
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SAPs Unique Approach: CRM Framework of Excellence

Make every interaction count

Capitalize on customer insight

Collaboration and Empowerment

Drive efficiency and effectiveness

On Demand
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On Premise

On Device
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SAPs CRM Solution Portfolio

The Right Choice for Different Needs In A Networked World

On Demand
Limited Customization Horizontal Solutions
SAP Business By Design Platform

CRM
SAP Business By Design

SAP Sales OnDemand

On Premise
Unlimited Customization Industry Solutions
SAP Business Suite Platform

SAP CRM Suite

SAP CRM RDS

CRM
SAP Business One,

Suite Process Focus Transactional

SME (or LE subsidiaries) only
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LoB-specific User Focus Collaborative

1 Full Suite including ERP, CRM 2 Not on SAP Business Suite Platform
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SAPs CRM Solutions in a Nutshell

LE
SAP CRM

for companies that want to achieve a customer experience edge,

SAP CRM Suite is the right solution. SAP CRM offers the most comprehensive industry-specific processes that can meet customers most demanding requirements across and beyond the front-office OP

SAP CRM RDS

for companies that need core sales, service or marketing functions

of the SAP CRM suite delivered quickly and affordably. You can OP start small with SAP CRM RDS and grow as your needs grow

SAP Sales OD

for salespeople in strategic team-selling environments uniquely

designed to support them the way they work. Simple user-centric sales tools help foster team collaboration and increase sales productivity and effectiveness OD

CRM in SAP ByD

SAP Business By Design

for small & midsize companies (or subsidiaries) that intend to adopt
a full suite on-demand business solution (CRM & ERP) and want to start quickly with core marketing and sales functionality OD

CRM in SAP B1
SAP Business One

for small businesses (or subsidiaries) that want CRM

functionality (marketing, sales, and service) that is fully integrated with a complete, truly affordable, world-class ERP
SME (or LE subsidiary) only

OP
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CRM RDS also as hosted solutions available

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Its Your Choice and Its Easy

Easy to consume Easy to enhance

Cloud / On Demand

Enhancement Packs/ Appl. Enhancement Workbench

Easy to deploy

Easy to expand

On-premise Rapid Deployment (also as cloud offering)

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3rd Party Partner Solutions

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SAP Sales OnDemand

Customer Experience powered by Collaboration & People-Centric Design Available in Switzerland and selected countries up from July

On Demand
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SAP Sales OnDemand

Customer Experience powered by Collaboration & People-Centric Design Available in Switzerland and selected countries up from July 2011

On Demand
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Web Channel Experience Management Highlights

Availability: Ramp-Up starts End of Q2, 2011

New Web Channel Platform: Web 2.0, Extensible, Interactive UI, Configuration Tool, Enhanced Product Catalog E-Commerce: Enhanced Payment Methods (e.g. PayPal), Quick Check Out E-Marketing: Personalized Recommendations, Campaign Management E-Service: Guided Flows, My Support Home Page, Community Management, Knowledge Management

On Premise
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Enabling Customer Experience and Information Access Anytime Anywhere

On Device
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SAP CRM Mobile Solutions Available Today

Sybase Mobile Sales for SAP CRM (for iPhone, iPad, Blackberry, Windows mobile)

Business Partner Management Activity Management, Lead Management Opportunity Management , Sales Orders Native App Integration (phone, calendar, contacts, maps) Reports (top opportunities, sales pipeline) Customization and Enhancements

SMART Service Manager for SAP CRM

Manage service orders and create confirmations

View all relevant customer data

Equipment/Install Base listings Entitlements Contract/Service history

CATS Integration for travel/work time entries

Record billable/non-billable work and travel times
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Introduction to Social CRM: Customers Want to Interact Across Multiple Channels

Technology trends and consumer behavior have led to channel proliferation Consumers adoption of emerging channels is forcing businesses to move beyond traditional channels (such as Call Center, IVR, Web, E-Mail)
Receives special offers via Email Becomes a fan of the product & follows updates

Clicks link to evaluate online products reviews

Tweets service center about question

Makes online searches to look for similar products & prices Calls into call-center to upgrade plan or change service options Places order online, while mobile
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Goes to the store to purchase product & activate account

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Customer Experience with a Social Touch

Social & Transactional Confluence
Twitter Service Twitter Marketing

Extending Reach through Social Channels

Product Connect on Facebook

Facebook Marketing

Enabling Viral Marketing

Loyalty on Facebook

Enabling Social Commerce

Product Reviews & Ratings Facebook & Web Channel

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SAP CRM Social Media Packages

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Better Insight and Decision Making

SAP CRM Analytics Core Enhancements
Prepackaged analytics and reporting: 29 out-of-the box dashboards and ready-to-use content Business Objects Solutions Portfolio: Leverage the full suite of SAP Business Objects analytical tools integrated into SAP CRM: Xcelsius, Web Intelligence, Crystal Reports, Business Explorer), CRM interactive reporting wizzard Real-time Offer Management: Create the right offers to the right customers at the right time with this powerful real-time decision engine

Industry Value Accelerators & Solutions

Trade Promotion Effectiveness: Measure effectiveness of promotional campaigns and events and track total promotional spend and costs to improve trade promotion effectiveness

Customer Value Analysis: Gain insight into customer profitability and customer lifetime value to improve investment decisions based on customer segments
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Why is CRM RDS relevant?

Companies of all sizes typically have a high priority on CRM but find it difficult to get started!

Where and how do I start? Where and how do I get most

CRM for my money?

Can I start quick and easy and

still keep the option to grow (strategically)?

Which solution fits best to my

existing system landscape?

Is software as a service (SaaS)

or cloud computing the only way to get CRM affordably?

Best-of-breed versus best-ofsuite which is best for me?

CRM RDS THE Solution to Help Realize our Customers Goals

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What is CRM RDS?

SAP brings together market leading software and services in a new offering that gives our customers compelling CRM functionality quickly and affordably. Preconfigured software and service

SAP CRM Rapid Deployment Solution

Modular and well described scope with proven sales, marketing and service processes

Marketing

Sales

Service

Rapid implementation in as little as 8 weeks

Affordable and flexible pricing

Best Practices Consulting ERP Integration

1000 EUR per user OR

30+x EUR per user per month

Global hosting available

CRM RDS reduces complexity and risk by providing a compelling solution at predictable cost in 6-8 weeks. Customers have all relevant information upfront and prepare, approve, start and realize CRM projects faster than ever before; with all the advantages of an integrated solution and the option to grow CRM strategically and without compromise.
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Functional Scope and modular Service Offering

Customers pick from the modular CRM RDS Service Offering according to their Priorities - Implementation in 6-8 Weeks!

Sales

Marketing

Service

Optional

Opportunity Management, Pipeline Performance Management

Integrated SAP ERP Sales Order and Quotation Management*

Lead Management

Campaign Management, Segmentation

Customer Service Inquiry and Complaint Management, Knowledgebase

Required

SAP CRM Foundation

SAP CRM core system (incl. SAP ERP Integration)

Account and Contact Management Activity Management

Integrated Reporting Groupware Integration

Note*: Only for existing SAP SD customers

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Sybase Mobile Sales Rapid-Deployment Solution for SAP CRM

Availability of new release: End of Q2 2011 Software with services to give you compelling CRM sales quickly and affordably using the iPhone, BlackBerry, iPad, Windows Mobile
Account Contact

management management
SAP CRM Rapid Deployment Solution

Lead

management
management management

Activity

Opportunity Native

app integration (calendar, contacts, maps, phone) (top opportunities, opportunities at risk, sales pipeline)

Reports

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Rapid Deployment of SAP BCM Advanced Contact Center Essentials

Rapid Deployment of SAP Business Communications Management (SAP BCM) delivers a feature rich all software contact center solution with native integration to SAP business applications at a fixed price in five weeks.
Capabilities in the SAP BCM rapid-deployment solution
Inbound Contact Center Telephony Interactive Voice Response (IVR) Monitoring and Reporting Computer Telephony Integration (CTI)

*Communication-Enabled Business Processes

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SAP CRM Where are we Today? Easy to use, fast to deploy, positively recognized!
Easy to Use
Our sales reps rave about the improved ease-of-use of the SAP CRM solution. During our CRM 2007 rollout training there were times when spontaneous applause erupted. The new UI is the best - I am a huge fan. Blog on BPX The reps are fantastic with the new system. More users are requesting access every day. Users love the new system the UI is much better than Siebel.

Fast to Deploy

Rapid Adoption
45+ % greater adoption vs. previous release Number of actual CRM users doubled in 2 years

40% new customers added in last 2 years

Analyst Recognition
SAP has successfully evolved the on premise CRM software over the past three years Gartner

Award Winning

Thrilled Users @ SAP

Hi Jim, I know our reps here in Canada are thrilled with their new tool This is just so exciting.

Any SAP customers intending to

implement or upgrade any time in the next 12 to 18 months should look no further than SAP CRM. AMR
SAP is a sensible shortlist candidate Gartner

SAP is a Leader in Forrester CRM Wave

strong across the board for sales, marketing, partner channel management, customer service, and analytics

Leader in four categories of 2009 CRM Market Awards (CRM Magazine):

Suzanne Montgomery, SAP Canada

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Aberdeen Research finds that SAP CRM customers outperform non-SAP CRM customers across a number of KPI's for the Sales Line of Business
Sales organizations that use SAP CRM outperform their peers in sales forecast accuracy, YOY change in annual revenue, quota attainment, % of reps making quota, lead conversion rate, reducing reps nonselling time, annual revenue, average sales cycle time, and revenue per account/customer by a wide margin. A short while ago, Aberdeen Research came to us with an interesting and unsolicited observation. While surveying 500+ sales organizations for a recent study on optimizing sales performance they uncovered a few highly compelling statistics on the performance of SAP CRM customers versus all the rest. Heres what they found: The results of their survey clearly revealed that of the respondents, Those that identified SAP as their CRM provider performed much stronger than all other companies across a number of KPIs.

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Measure your Companys Performance Now

Customer Value Lifecycle
SAP Business Performance Benchmarking for the Customer Value Lifecycle has been leveraged by over 350 companies, and covers the following studies (Example KPIs)
Customer Contact Center
Interactions per Day per Agent Cost per Interaction Average Call Handle Time Abandonment Rate

Measuring Performance and Best Practice Adoption against Industry and Size (Example)

Sales Effectiveness
Customer Churn Rate Sales Forecast Accuracy % of Qualified Leads Closed Annually

Trade Promotions Management

% of Productive Trade Promotions Spend Out of Stock % Deduction Balance as a % of Revenue

Best Practices make the performance difference (Example Insight) Key information for participation Free of charge participation 5-8 hours total effort usually 5-7 days total cycle time All questionnaires public available Jump Start possible at anytime Landing page www.benchmarking.sap.com/emea
% of Trade Spend which is Productive :
72% 43% 44% 47%

Best Practice Question:

How effective are your processes and systems at tracking the return on investment of trade promotions
(1=Low, 5=High)

35%

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SAP CRM Is Rapidly Innovating in Many Dimensions

Extending the customer experience edge!

Cloud / On Demand

Private Cloud

On-premise Industry Processes

The Promise:
Wow! Customer Experience Edge

In-memory Computing

Mobile
On-premise Rapid Deployment

Social CRM
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3rd Party Partner Solutions

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Follow us Connect Engage

Vibrant SAP CRM online community with blogs, wiki, forums, videos (15k+ visits per week); SAP IdeaPlace for crowd sourcing

Close to 200 video clips with more than 500k views on SAP CRM TV

@sapcrm is the official SAP CRM twitter channel with more than 6500+ followers

The official SAP CRM facebook page

SAP CRM on Linked-in & Customer experience discussion forum

The online forum for customer service topics and Social Media - sponsored by SAP
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Customer Examples SAP CRM from Swiss Romande

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Customer examples SAP CRM Switzerland

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Thank You!
Contact information: Alexander Schroeter Director, LoB Customer mailto:Alexander.Schroeter@SAP.com Tel: +49 175 22 40 30 4

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