SAP Preferred Success for SAP Sales Cloud
Driving Continuous Value
March 2021
PUBLIC
Drive Continuous Value with SAP Preferred Success
Insight-driven and prescriptive recommendations for consuming and optimizing the value of your cloud
solutions to help ensure your success in the cloud. We guide you into the right path forward, ushering your
business into the digital and experience economy.
Increase
The impact of SAP cloud
solutions on your business
Enhance
Your experience while
mitigating risk at critical
milestones
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Build
A winning cloud culture for
your business
Optimize
Your business processes and
practices to achieve quick and
impactful business outcomes
2
Empowerment Throughout Your Subscription Lifecycle
Implement
Adopt
Operate
Optimize
Onboard and strengthen
the cloud
mindset, establish
governance rules, and
follow SAP's fit-tostandard best practices
to mitigate risk
Simplify release
management and
accelerate speed to
value by implementing
relevant innovations
that drive your
business outcomes
Enable and consume
new functionality
quickly and effectively
to extend solution
usage
Enhance new business
processes through indepth release
guidance, continuous
education, and
innovation
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
3
Drive Continuous Value with SAP Preferred Success
Feature Adoption Planning and
Success Checks
In-depth
Release Guidance
Targeted
Training Programs
Maintain your peace of mind throughout
deployment and provide great return on
your investment
Helps you plan for relevant feature
adoption to reach desired business
outcomes
Empower your key users and
administrators with knowledge on relevant
topics and best practices
Advanced Support and Enhanced
Target SLAs
A Designated Customer Success
Manager (CSM)
Receive quicker initial incident response
times and resolution targets for non defectissues
Drives your cloud strategy and derive superb
value from our cloud solutions
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
4
Maintain Peace of Mind Throughout the Deployment
Feature Adoption Planning and Success Checks are quality reviews orchestrated by the CSM
that help you optimize usage of your cloud solution to quickly reach business objectives.
What’s inside?
Focused on solution adoption, usage, and
optimization post go-live
Benefits
Analysis of your current solution usage and
possible improvements
Easy to consume, outcome-driven services,
targeted to a specific business objective
Tailored checks to enhance and increase solution
adoption based on your business needs
Mapped to SAP Preferred Success value drivers
and expected business benefits
Improved performance of business processes
keeping your solution up-to-date with latest features
Delivered by our functional specialists for a
deeper-dive
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Reduced administrative effort and increased
transparency into new and deprecated features
5
Yield Faster Initial Incident Responses and Resolution Target
With our enhanced SLA targets:
• Resolution target on Priority 2 incidents for SAP Preferred Success
• 50% faster initial response time on Priority 2, 3, and 4 incidents
Initial Response Time*
Resolution Target
SAP Enterprise Support
SAP Preferred Success
SAP Enterprise
Support
SAP Preferred
Success
1
1 hour
1 hour
4 hours
4 hour
2
4 hours
50% faster response
2 hours
-
3 BD
3
1 BD
50% faster response
-
-
4
2 BD
50% faster response
-
-
Priority
4 hours (OH)
1 BD
*Real-time initial response unless otherwise specified
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
6
Achieve Relevant Outcomes During Each Release Cycle
You will receive in-depth release guidance, tailoring the release planning and execution process
to your desired business outcomes.
Plan
CSM reminds you of
release dates (test
and production)
Discover
CSM reviews
features and informs
you of what is
relevant, including
release webinars
and planned
release dates
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Explore
CSM delivers a
customized
release plan,
guiding you to
attend webinars, get
a best practice
checklist, and test
new functionalities
Test
You and CSM
agree on an
adoption plan of
relevant features
and begin
implementation of
testing
Enable
You and CSM
execute specific
initiatives to
complete adoption
of new features.
After successful
testing, the
productive
implementation is
triggered
Measure
CSM follows up on
training and
adoption planning to
determine how
adopted features
contribute to
business strategy
and goal
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SAP Learning Hub, edition for SAP Preferred Success*
An exclusive SAP Preferred Success platform to access digital learning and gain hands-on experience with new
features in a collaborative community**
Provide continuous learning & increase cloud
readiness for administrators with access to a
variety of exclusive digital learning programs,
specific for their roles and skill level
Reduce efforts and accelerate the speed to
value while trying solution-specific features
without activation effort with Live Access
Systems***
Enable your employees to collaborate with
SAP experts and peers in SAP Learning
Rooms & SAP Preferred Success Community
through Learning Journeys
Gain end-to-end, solution-specific enablement
Get a hands-on experience with new features
and functionalities and access to the custom
build instances for SAP Cloud solutions
Develop valuable knowledge through one-toone expertise and collaboration
Become a subject matter expert to deliver
business results
Keep your knowledge current
Reach an in-depth feature understanding with
guided tours
Try solution capabilities and test use case
scenarios on the go without any risks and
additional cost
Receive best practice guidance from
operations-to-innovation-centric tasks
Join SAP Preferred Success events and learn
more about SAP’s products
*Includes access for up to 5 administrator users with 100 hours of live access (60 hours available from the start and an additional 40 hours upon request) for the Learning Hub and 2 certification attempts for each user, with an SAP Preferred Success
subscription.
**Eight SAP solution areas
***Live Access Systems (60 hours available from the start and an additional 40 hours upon request) are currently available for HXM solutions for SAP & SAP Ariba
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
8
SAP Learning Hub, edition for SAP Preferred Success
An exclusive SAP Preferred Success platform to access digital learning and gain hands-on experience with new
features in a collaborative community
Our SAP Preferred Success portfolio
is constantly expanding.
People
Engagement
IoT & Digital
Supply Chain
Customer
Experience
SAP S/4HANA Cloud
Currently, we have the following SAP
cloud solutions covered by SAP Learning
Hub, edition for SAP Preferred Success:
Procurements &
Networks
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Digital Platforms
Analytics
Finance
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Drive the Execution of Your Cloud Strategy
The Customer Success Manager (CSM) orchestrates our success resources to accelerate the path to value
and improve the impact of your SAP cloud solution
Accelerate time to value
during the onboarding and
implementation phase
Help to ensure representation of your
best interests as a trusted advocate
to SAP stakeholders
Meet strategic business goals and
track key metrics and goals in
quarterly business reviews
Align appropriate resources
with insight-driven
success plans
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Improve feature adoption
via personalized regular
release reviews
Customer Success
Manager
Access product and functional
expertise for increased adoption and
consumption
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Value Throughout The SAP Sales Cloud Journey
SAP Preferred Success can provide value to you, regardless of where you are in your solution lifecycle.
Implementation
Adoption
Operation & Optimization
Accelerate
Outcomes
Increase the speed to value and
realization of project goals
Faster adoption of latest innovations
to unlock value
Achieve maturing business goals and
sustain solution value
Accelerate
Knowledge
Establish knowledge base with
library of learning resources
Targeted and tailored enablement
based on adoption plan
Continuously updated learning, with
access to SAP CX specialists
Accelerate
Utilization
Launch a comprehensive solution
built on best practices
Grow solution with identified key
features
Optimize living solution to leverage
more capabilities
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
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Why SAP Sales Cloud with SAP Preferred Success
What SAP Sales Cloud
customers need support with
Outcomes with
SAP Preferred Success
• Adjusting to Cloud Mindset from on-premise legacy
systems
• Upskilled, knowledgeable team to support SAP Sales
Cloud solution(s) with continuous learning and resources
• Accelerating knowledge of SAP Sales Cloud
solution(s) as newer, continuously evolving software
• Achievement of business goals in an accelerated
timeline with a tailored Success Plan
• Achieving KPIs and expected value from a highlyconfigurable, connected set of solutions
• Comprehensive, streamlined solution leveraging best
practices and more capabilities of SAP Sales Cloud
solution(s)
• Extensive integration possibilities between SAP Sales
Cloud solution(s) and with other systems
• Expanding focus from timelines and targets during
implementation, to full utilization and best practices
• Post-implementation guidance after implementation
partner is gone
• Resources required for quarterly releases to plan and
implement new features
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
• Sustainable value through proactive checks by SAP CX
specialists beyond initial implementation
• Stay on the cutting edge of technology with faster
adoption of the latest innovations
• Positive experience and buy-in for users and
stakeholders
13
SAP Preferred Success Deliverables & Success Checks for SAP Sales Force Automation (SFA)
Quality reviews available in the CSM toolkit to support customers throughout the subscription lifecycle
Implement
Operate
Adopt
Optimize
Solution Lifecycle
SAP Preferred Success
Getting Started
Expert Session
Integration
Solution Launch
Check Business
Configuration
Go-Live Checklist
Guided Onboarding
Expert Session
Performance
Solution Launch
Check Integration
Go-Live Support
Expert Session
Data Migration
Solution Launch
Check Performance
Solution Launch Q-Gate
Solution Launch Q-Gate
Expert Sessions
Success Check
Leads & Opportunities
Success Check
Sales Quotes & Orders
Success Check
Sales Analytics
Solution Launch Q-Gate
SAP Preferred Success Community and Webinars
SAP Preferred Success touch points to review adoption, consumption, mission-critical incidents, and ongoing initiatives
SAP Learning Hub, Solution Edition
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
14
SAP Preferred Success Deliverables & Success Checks for SAP Sales Performance Mgmt. (SPM)
Quality reviews available in the CSM toolkit to support customers throughout the subscription lifecycle
Implement
Operate
Adopt
Optimize
Solution Lifecycle
Expert Sessions
SAP Preferred Success
Getting Started
Expert Session Smart
Data Integration
Solution Launch
Check Commissions
Go-Live Checklist
Guided Onboarding
Expert Session
Advanced Workflow
Solution Launch
Check Territory &
Quota
Go-Live Support
Expert Session
Plan Communicator
Solution Launch Q-Gate
Solution Launch Q-Gate
Success Check
Commission Processing
Success Check
Reporting
Success Check
Analytics
Solution Launch Q-Gate
SAP Preferred Success Community and Webinars
SAP Preferred Success touch points to review adoption, consumption, mission-critical incidents, and ongoing initiatives
SAP Learning Hub, Solution Edition
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
15
Success Planning
Business drivers for SAP Sales Cloud solutions
Increase sales force efficiency by automating
mundane tasks and providing key customer
insights for sales agents
Improve selling behavior by
developing and distributing strategic incentive
compensation plans at scale to drive the right
sales outcomes for your global workforce
Reduce sales costs by identifying the right
resources to close sales quickly
Increase revenue by identifying highpropensity leads and enable sales teams to
focus on those leads
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
16
Yell maximized its investment in the SAP® Sales Cloud and
SAP Service Cloud solutions to enhance sales productivity
and the customer experience.
To take full advantage of its SAP solutions, Yell Limited partnered with SAP to build an SAP Preferred
Success plan, which helped the company quickly realize value through:
• Guided sessions and Webinars run by product experts from SAP, focusing on specific software features and use
cases, as well as identifying opportunities for business process enhancements
• Success checks to strengthen the efficiency of SAP Sales Cloud and SAP Service Cloud, delivering key
recommendations in line with SAP-supported best practices to help ensure solution optimization
• Access to an extensive support community, including SAP Learning Hub, and enablement sessions to enhance
business processes
• Strong engagement and close collaboration with a customer success manager, who has enabled operational
requirements to be met and provided proactive support in helping realize business needs
• Information on changes to help facilitate an efficient release management strategy in the business
• Customer-driven initiatives such as onboarding and in-life practices to increase customer satisfaction, reduce
churn, and increase revenues with SAP Sales Cloud and SAP Service Cloud as integral parts of the company’s
digital transformation
“Leveraging SAP Preferred Success, we have optimized our implementation of SAP Sales
Cloud and SAP Service Cloud – making them integral to how we operate and giving us an
enhanced view of customer information across the entire business.”
Mark England, Head of Technology Services, Yell Limited
Yell Limited
Reading, England
www.yell.com
Industry
Media
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
Employees
15,000
Revenue
£199 million
(US$264 million)
Featured Solutions and Services
SAP Preferred Success plan, SAP Sales
Cloud solution, SAP Service Cloud solution,
and SAP Commerce solution
17
Thank you.
Stay tuned
by visiting the SAP Preferred
Success website:
www.sap.com/preferred-success
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what other SAP Preferred Success
customers say:
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