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Date: 18 Feb. 12 Time: 19.28

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE FROM SAP Balancing Today's Needs With Future Imperatives More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction whether it's sales, service, or marketing. Unlike other CRM software, the SAP Customer Relationship Management (SAP CRM) application, part of the SAP Business Suite (Integrated enterprise applications delivered with SAP Business Suite software enable enterprises like yours to execute and optimize business and IT strategies. SAP Business Suite enables you to perform essential, industry-specific, and business-support processes with modular solutions that are designed to work with other SAP and non-SAP software. Organizations and departments in all industries can deploy our business applications in a step-wise manner to address specific business challenges on their own timelines and without costly upgrades. Our business applications provide better insight and visibility across organizations, improve operational efficiency and effectiveness, and increase your flexibility to address business change. You can incrementally adapt and tailor SAP Business Suite applications through enhancement packages that alleviate the need for costly and time-consuming upgrades. SAP Business Suite applications increase visibility across departments and business silos - improving your ability to make clear business decisions and eliminating process bottlenecks), not only helps you address your shortterm imperatives to reduce cost and increase your decision-making ability but can also help your company achieve differentiated capabilities in order to compete effectively over the long term SAP has helped best-run companies in more than26 industries to achieve excellence in all aspects of customer relationship management. SAP CRM- Marketing With SAP CRM, marketers gain the essential business insights needed to make intelligent decisions, sharpen their focus on customers to drive demand and increase customer retention, and better manage marketing resources to do more with less. Key SAP CRM marketing capabilities include:
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Marketing resource and brand management Campaign management Segmentation and list management Real-time offer management Loyalty management E-marketing

FEATURES & FUNCTIONS OF YOUR CRM SYSTEM: MARKETING SOFTWARE SAP CRM provides a central marketing platform that enables organizations to analyze, plan, develop, and execute all marketing activities through all customer interaction points. This integrated application empowers marketers with complete business insights enabling you to make intelligent business decisions and to drive end-to-end marketing processes. SAP CRM supports critical marketing processes, including:
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Marketing resource and brand management

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Manage and optimize the use of marketing resources including budgets, people, time, and assets. Align all activities and resources around strategic marketing goals. Gain visibility and control into your marketing processes. Accurately manage the marketing budgets and costs. Increase brand awareness with proper usage and consistency across enterprise and third-party agencies. Facilitate collaboration among team members and coordinate marketing activities across the enterprise.

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Segment and list management

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Manage enterprise customer and prospect data without the need for IT support. Define accurate segments with a consolidated view of all relevant enterprise customer data. Gain insights into customer segments with data visualization features. Easily perform segmentation using an interactive, drag-and-drop interface.

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Campaign management
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Make relevant and personalized real-time offers through inbound marketing channels. Execute marketing activities through all inbound and outbound interaction channels: direct mail, e-mail, phone, web, fax, and SMS. Build customer relationships with dialog marketing that builds on previous interactions to make the follow up interactions more relevant and personalized. Leverage online marketing channels to plan, develop, and execute e-mail marketing campaigns.

Loyalty management
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Create specific loyalty programs by defining customer tier levels, points management, and partner management capabilities. Define loyalty rewards program rules, conditions, and offers using the flexible CRM rules builder. Drive loyalty program membership with membership-handling capabilities; robust point management, tier management, and card-handling capabilities across multiple channels. Process points accruals and redemptions with the scalable loyalty-processing engine.

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Trade promotion management

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Optimize allocated trade funds to best generate sales volumes and to maximize brand awareness. Centrally plan and align all trade activities with the SAP Trade Promotion Managementapplication. Accurately develop sale volume forecasts and financial accruals with downstream performance data. Close the loop on trade claim payments and deductions. Automate trade settlements and redemption processes with integration to financials, close the loop on trade activities, and track plan and actual figures. Gain insight into trade promotional effectiveness at multiple planning levels: product, category, account, and segments.

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Lead management
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Maintain a single source of all enterprise lead information. Automated the entire lead life-cycle process from lead generation, prioritization, distribution, and follow-up processes. Extend your lead management process to partner organizations to increase conversion rates.

Marketing analytics
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Understand the effectiveness of marketing activities. Convert reports and data into actionable insights. Evaluate effectiveness of various marketing activities, channels, and tactics Use advanced analytical algorithms to cluster, classify, and segment customer base.

Predict customer behaviors, anticipate their needs, and create more relevant, targeted messages.

Key Marketing Benefits of SAP Customer Relationship Management SAP CRM enables you to:
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Align marketing resources to support organizational objectives Understand the returns on your marketing spend Accelerate marketing processes with increased visibility and control Drive customer demand with targeted marketing messages Identify and retain high-value customers with customer loyalty programs Establish a standard, streamlined marketing process with a central marketing platform

SAP-CRM Sales With SAP CRM, you transform your direct and indirect sales force into a team of knowledgeable and trusted advisors fostering efficient collaboration between sales, marketing, and service teams to align efforts on fulfilling customer needs. Key SAP CRM sales capabilities include:
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Sales Sales on demand E-commerce Interaction center Partner channel management Real-time offer management

SAP CRM helps sales professionals become more efficient and effective, providing the knowledge needed to turn insight into action and acquire, grow, and retain profitable relationships. The application helps organizations plan, execute, and analyze sales operations throughout the sales cycle, find new ways to accelerate buying decisions, uncover new areas of revenue potential, and implement new methods to improve sales productivity. SAP CRM supports your key sales processes, including:
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Sales planning and forecasting

Enhance performance with coordinated planning and execution of sales activities across all channels. Provide a complete picture of projected revenue and anticipated sales volume over time. Increase the accuracy of demand plans and sales forecasts.

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Territory management
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Optimize account coverage and distribution of sales resources across clearly defined territories. Improve resource utilization with clear visibility into assignments and availability. Place the right resources in the right locations at the right time to optimize team performance.

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Accounts and contacts management

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Provide a single, comprehensive view of all information necessary to manage your sales accounts. Capture, monitor, and track all critical information about prospects, customers, and partners. Access key contacts, critical relationships, detailed customer profiles, and the status of all recent interactions at anytime and from any location.

Activity management
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Focus the collective energy of your sales team on actions proven to promote profitable business. Foster efficient team collaboration with better transparency and coordination of sales activities. Manage customer visits, account profiles, and activity-driven sales processes. Seamlessly synchronize your e-mail, contacts, calendar entries, and tasks with leading groupware solutions.

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Opportunity management
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Track, qualify, and distribute leads to the most appropriate sales professionals. Monitor the conversion of opportunities into revenue. Identify stalled deals, monitor quota attainment, simulate strategies to push deals through the sales cycle faster, and scrutinize the quantity and quality of sales opportunities with pipeline performance management.

Quotation management and order capture

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Guide sales professionals through the product configuration process to ensure that complex product and service recommendations fully meet customer requirements. Ensure consistent, accurate, and up-to-date pricing regardless of the sales channel. Generate accurate quotes, capture customer orders, confirm product availability, and track orders through to the fulfillment process. Integrate end-to-end business processes to optimize supply chain planning, synchronize billing activities, and ensure the efficient fulfillment of customer orders.

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Sales contract management

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Develop and manage long-term customer contracts, incorporate customer agreements into ongoing customer processes, and monitor the sales process from inquiry to completion. Seamlessly integrate with back-end financial and accounts receivable processes to generate invoices, process payments, credit returns, and process claims.

Sales performance management

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Increase revenue and profitability by strategically employing incentive compensation to align the goals of individual sales professionals with those of the organization. Develop, implement, and manage compensation plans to retain and motivate your sales professionals to succeed allowing them to track performance and simulate potential compensation of deals in the pipeline.

Sales analytics
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Monitor the overall health of your business by creating accurate forecasts, proactively monitoring pipeline performance, effectively managing budgets, and properly allocating resources to meet revenue goals.

Key Sales Benefits of SAP Customer Relationship Management SAP CRM enables you to:
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Maximize profitable revenue growth Focus sales resources on productive activity Optimize the value delivered with every customer interaction Streamline end-to-end enterprise sales processes across channels Increase loyalty with consistent, personalized customer experiences across all touch points

SAP-CRM Service With SAP CRM, you can reduce your service costs while enhancing customer satisfaction by streamlining your service operations and delivering exceptional customer service. Key SAP CRM service capabilities include:
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Service Interaction center Business communication management Real-time offer management Partner channel management E-service

SAP CRM reduces your service costs while enhancing customer satisfaction by increasing efficiency and delivering consistent high-quality service. The application supports the following key business processes:
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Sales and marketing for service

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Develop and execute targeted, installed-base marketing campaigns. Generate and process service contract quotations, and service orders. Conduct solution-based selling.

Service contract management

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Manage service contracts, automatically verify entitlement, manage service-level agreements, and alert agents when a customer's contract is about to expire. Support a variety of service contracts, including standard parts and labor contracts and usage-based contracts.

Customer service and support

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Access information on service histories, contracts and service entitlements, service levels, installed base, and warranties through an easy-to-use interaction center screen.

Return and depot repair

Automate the entire return and depot repair process, including creating the return materials authorization (RMA), billing and shipping repaired products to customers, and issuing and tracking loaner units as necessary.

Field service management

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Organize, plan, and dispatch service resources to meet service demands using Gantt charts, geo-maps, or a powerful optimization engine. Execute and confirm service orders as well as manage van-stock spare parts with mobile devices.

Warranty and claim management

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Manage the entire warranty and claims process, from return merchandise authorization (RMA) to receipt and inspection. Coordinate with third-party logistics providers to ensure timely customer credits and avoid unnecessary goodwill allowances.

Installation and maintenance

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Track customers' installed base of products and their configuration with graphical hierarchical representation. Predict impact of new product installation for fast and accurate service. Minimize downtime with planned maintenance service.

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Parts logistics and finance

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Manage parts inventory and parts procurement with native integration to SAP ERP logistics capabilities. Streamline invoicing, revenue recognition, and cost allocation with native integration to SAP ERP financial capabilities.

Service analytics
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Identify problems and trends, and take corrective action if needed. Gain additional insights by leveraging solutions from SAP BusinessObjects.

E-service
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Provide a secure, personalized portal for customer support and service over the Web. Enable customers to troubleshoot their product issues, create service requests, register products and warranties, and track orders.

Channel service

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Manage and assign external resources to customer services orders. Enable third-party technicians to receive, execute, and confirm service orders.

IT service management
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Streamline IT helpdesk operations with ITIL-compliant solution for incident, problems, request for change, and so on. Provide transparency and increase customer satisfaction with service-level management, knowledge articles, and analytics. Ensure alignment between IT operations and business priorities through native integration between SAP CRM and SAP ERP.

Key Service Benefits of SAP Customer Relationship Management SAP CRM enables you to:
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Improve first-contact resolution with on-the-spot information and resources needed to resolve issues Increase customer retention by providing service employees with the information and tools they need to prevent churn Boost field utilization through optimized resources and easy access to information Drive revenues by offering relevant services and products based on customer insights Reduce returns by enabling customers to solve their problems and by proactively resolving known product defects Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e-mail

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SAP-CRM Contact Center With SAP CRM, you can maximize customer loyalty, reduce costs, and boost revenue by transforming your contact center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Key SAP CRM features and functions that enable contact center capabilities include:
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Interaction center Business communications management Marketing

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Sales Service Real-time offer management

SAP CRM helps organizations set up an interaction center that serves as a strategic delivery channel for service, sales, and marketing efforts to maximize customer loyalty, reduce costs, and boost revenue. Organizations can give agents the tools to seamlessly handle inbound or outbound transactions and can give managers role-based access to SAP or third-party administration, maintenance, and reporting analytics to ensure the interaction center operates efficiently. SAP CRM enables key business processes, including:
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Marketing
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Seamlessly coordinate all interaction center efforts, including call lists, agent scripts, promotions, and additional channels, and coordinate them with broader marketing activities to ensure a focus on qualified prospects. Provide agents with all the information they need to deliver relevant information to prospects.

Sales
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Help agents drive more qualified leads into the pipeline, capitalize on cross-selling and up-selling opportunities, and process quotes, contracts, orders and status information.

Customer service
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Enable interaction center agents to handle large volumes of incoming e-mail in a direct or automated fashion, as well as communicate by phone or chat sessions. Allow agents to research and diagnose problems, handle complaints, confirm contract entitlements, address customer concerns, assist with returned materials, answer technical questions, make exchanges, and even schedule field services.

Shared service center

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Deploy company-wide HR help desks that streamline employee access to information and enable HR professionals to provide consistent, personalized services. Implement IT service desks to carry out IT Infrastructure Library (ITIL) compliant incidents, service requests, problems, changes, and knowledge management. Run an accounting interaction center to provide a help desk for financial accounting related issues.

Interaction center operations and administration

Manage a multichannel interaction center with a role-based interface that enforces business rules and arms agents with scripts, alerts and messages, and knowledge management features, which speeds customer service. Give managers powerful tools for administering the interaction center.

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Multichannel communication
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Integrate multichannel communications solutions, including SAP Business Communications Management and third-party solutions, with your interaction center. These support both inbound and outbound interactions via voice, text messaging, Web contacts, and e-mail.

Interaction center analytics

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Measure, predict, plan, and optimize your interaction centers by analyzing customer interactions, business processes, and market opportunities, and apply the knowledge gained to improve your customer-focused operations.

Key Contact Center Benefits of SAP Customer Relationship Management SAP CRM enables you to:
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Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted, personalized telemarketing campaigns Improve customer service by resolving customer issues during the first call Provide a consistent customer experience across all contact channels Gain insight into, analyze, and act on contact center operations and trends

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SAP-CRM E-Commerce With SAP CRM, you can turn the Internet into a profitable sales and interaction channel while providing consumers and business customers with a personalized online experience and convenient self-services. Key SAP CRM Web channel capabilities include:
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E-marketing E-commerce E-service Web channel analytics

SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing, and service channel for consumers and businesses. With SAP CRM, you can empower your customers with a personalized Web experience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengthen sales and service operations while reducing transaction costs and customer service calls. SAP CRM enables a complete range of Web channel processes, including:
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E-marketing
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Support demand generation and customer loyalty processes via the Internet. Personalize your customers' Web experiences with the most relevant and convenient online interactions and information. Generate additional revenue through a Web-based channel via comprehensive support for catalog management, content management, campaign execution, customer segmentation, personalization, and a store locator.

E-commerce
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Run business-to-consumer (B2C) or business-to-business (B2B) selling processes on the Internet. Enable a full range of online selling processes, including quote and order management, pricing and contracts, interactive selling and configuration, web auctions, and selling via partners. Streamline sales and fulfillment operations with an end-to-end order-to-cash process.

E-service
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Offer your customers an intuitive channel to perform service tasks, from requesting a service visit to logging a complaint or registering a product. Enable customers to perform service-related tasks such as checking order status, obtaining order tracking information, managing accounts and payments, and researching and resolving product problems. Service complex products that require sophisticated maintenance.

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Web channel analytics

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Gain insight into, analyze, and act on e-business trends. Measure and optimize the success of your Web shop and online content. Perform analysis across the breadth of marketing, sales, and service from a Web perspective, and track and use Web behavior to target customers and drive future marketing activities.

Key Web Channel Benefits of SAP Customer Relationship Management SAP CRM enables you to:
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Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted, personalized e-marketing campaigns Improve customer convenience and control with powerful, intuitive self-services Reduce the cost of sales and support by delivering consistent and accurate product, pricing, and customer information across all customer touch points Make reliable commitments using a streamlined, end-to-end order-to-cash process Gain insight into, analyze, and act on e-business trends to increase competitiveness

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SAP-CRM IT Services With the SAP IT Service Management application (SAP ITSM) in SAP CRM, IT organizations can streamline their IT service operations. SAP ITSM enables key ITIL-compliant IT processes, such as incident and problem management, change and service asset management, knowledge management, financial management, and more. The integration of such a variety of IT service processes, combined with the financial management capabilities, helps reduce costs and increases your IT organization's contribution to the company's overall business goals. Key capabilities for IT service include:
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SAP IT Service Management Interaction center Business communication management

Companies everywhere want to transform their IT organizations from mere providers of technology into strategic business partners, fully engaged with the overall organization to satisfy corporate aims. To achieve this transformation, IT needs to treat the business it serves as a customer. This requires a steady focus on quality, transparency, cost management, and customer satisfaction. The SAP IT Service Management application (SAP ITSM) in SAP CRM enables your IT organization to execute and manage IT services in a way that meets business needs while minimizing costs. To reduce costs and increase your IT organization's contribution to overall business goals, SAP ITSM enables your organization to leverage:
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IT service management processes SAP ITSM supports the business processes that enable you to run every aspect of your service desk operations from managing incidents and problems based on service level agreements, to properly implementing infrastructure changes to eliminate any negative user impact.

Integration with SAP ERP Built-in integration with SAP ERP enables SAP ITSM to offer IT organizations valuable ERP functions, such as asset management and accounting, procurement, and human resource management. Plus, the functions can be expanded to support IT service processes, such as IT asset requisition and working-time management. ITIL compliance Verified for compliance with the ITIL version 3 (v3) best practices, SAP ITSM facilitates adoption of ITIL best practices by IT organizations, enabling them to meet evolving business goals.

Key IT Service Benefits of SAP IT Service Management SAP ITSM enables you to:
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Streamline service desk operations by enabling IT service agents to track and resolve incidents and problems quickly and easily Manage the financials of IT and make more informed decisions by leveraging native integration with the SAP ERP Financials solution Gain insights into your IT service desk operations with built-in analytics and add-on tools from the SAP BusinessObjects portfolio Satisfy customers and stakeholders by transparently defining and enforcing service level agreements Manage all SAP-related and non-SAP-related IT support services in an easy-to-use Web 2.0 application that supports native integration with SAP Solution Manager