What’s New in SAP CRM
The New SAP 360 Customer Solution Portfolio at a Glance
Dr. Volker Hildebrand
Global Vice President CRM Solutions, SAP
Agenda
Empowered Customers Are Changing the Rules
SAP 360 Customer at a Glance
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
SAP Cloud for Customer
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
1
Empowered Customers Are Changing the Rules
Digitally Connected | Socially Networked | Better Informed
Customer Expectations Continue to Rise
Convenience
 Making my life easier
 Simple and fast interactions
 Any time, any place, any
device
Relevance
 Personalized offers
 Tailored products and
services
 Helpful information
 … based on individual needs
© 2013 SAP AG. All rights reserved.
Responsiveness
 Proactive problem
identification and resolution
 Rapid delivery and
execution
 Immediate response to
customer needs
Reliability
 High quality products
 Exceptional customer service
 Accurate, on time delivery
Internal
3
Companies Need to Rethink How to Engage Customers
Customer Engagement With Real-time
Insight is the New Business Imperative
72%
of CEOs rate understanding
individual customer needs and
response time as a top priority
Source: IBM CEO Study
© 2013 SAP AG. All rights reserved.
Internal
4
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
5
SAP 360 Customer – powered by SAP HANA
Engage With Your Customer Like Never Before
REAL-TIME
INSIGHT
REAL-TIME
INTERACTIONS
REAL-TIME
EXECUTION
True customer 360 insight with
embedded and predictive
analytics
1:1 Customer Engagement
with context through Social
Channels and on any device
Plan and execute effectively
and efficiently In the Cloud
or On Premise
Get the 360 View of the Customer
Real-Time, Anywhere, Anytime
© 2013 SAP AG. All rights reserved.
Internal
6
Customer Success
HSE24
At a Glance
Objective
Proof of Concept
Solution
SAP CRM powered by SAP HANA
Benefits
Personalize customer engagement with
real-time information
© 2013 SAP AG. All rights reserved.
HSE24, as live sales channels, is very dependent on time. What
we’ve seen is that we can get a complete picture of the customer in
seconds - including data coming from new sources like social
media. We can now have more detailed analysis of our sales in
real-time, and deliver personalized offerings to the customer while
he is calling for new cross and up-sell opportunities. We want to
continue to grow our sales in new countries. Having one real-time
platform will be a key success driver for us to conquer the markets
in the future.
Norbert Paulus, EVP Broadcast & IT, HSE24
Internal
7
SAP 360 Customer Overview
SAP 360 Customer is a portfolio of
integrated, end-to-end solutions
designed for Marketing, Sales and
Service that help our customers
engage better with their customers.
Powered by our lightning-quick inmemory platform, SAP HANA, SAP 360
Customer includes the latest innovations
in analytics, cloud, mobility, collaboration
and social media to deliver real-time
customer insight, real-time interactions,
and real-time execution which are easy
to consume and deploy in a modular
fashion.
© 2013 SAP AG. All rights reserved.
CRM
True Customer
Social
Collaboration
360 Insight
Powered by SAP HANA
Real-time Business
Mobility
Cloud
Predictive
Analytics
Internal
8
SAP 360 Customer at a Glance
SAP 360 Customer w/ SAP Customer Engagement Intelligence Suite
SAP
Customer
Engagement
Intelligence*
[HPA]
Mobile Apps
•
•
•
•
Mobile Sales
Mobile Service
Customer Briefing
Sales Diary
Customer
Value
Intelligence
Account
Intelligence
(Mobile)
Social
Collaboration
Customer on
Demand (Cloud)
•
•
SAP JAM
•
•
Sales On Demand
Service On Demand
Social On Demand*
SAP
360
Customer
SAP CRM
(On Premise)
Sales
Marketing
Audience
Discovery
& Targeting
Service
WebChannel
Interaction
Center
SAP
CRM
SAP
CRM
on
HANA
Analytics
SAP HANA
* These solutions are licensed separately
© 2013 SAP AG. All rights reserved.
Internal
9
STM - Société de transport de Montréal
AT A GLANCE
Objective
Engage with existing customers – provide better user
experience, info, value
Solution
SAP Precision Retailing
Goals
Increase customer communication, brand awareness and
improve brand image.
2020 Goal: 540 million transits (40% increase in
ridership)
STM needed new ways to engage the connected customer, in order to
increase ridership and give customers reasons to take public transit.
Cloud-based SAP Precision Retailing helped them connect several
hundred retailers and other venues to their customers in real-time using
mobile and in-memory computing to deliver compelling, personalized
offers.
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
10
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
• On Premise: SAP CRM powered by SAP HANA
• Analytics: SAP Customer Engagement Intelligence Suite
• Social Collaboration: SAP JAM
• Cloud: Customer On Demand
• Mobility: Mobile Applications
• Web Channel
Wrap Up / Summary
Q&A
© 2012 SAP AG. All rights reserved.
11
SAP CRM powered by SAP HANA 1.0
SAP CRM ON SAP HANA 1.0
Search
 Fast & flexible transactional & master data
search capabilities
 Reliable response times throughout CRM
Analytics
 Integrated OLTP Reporting in CRM for
Sales and Marketing (Interactive Reporting)
Transactions
• First transactional system running on HANA
Deployment Option
•
•
•
In-Memory Database
Fast column based data access
without DB indices
In-Database Computing
© 2012 SAP AG. All rights reserved.
o HANA accelerators
o HANA content
o SAP CRM running on SAP HANA
o HANA Applications (HPA)
SAP Confidential
12
CRM at the Speed of Thought
Supercharged by SAP HANA
115
Up to
x
search performance
A search in a CRM system is the most common use
case. Typical searches are for lists, not single items.
Improvements in search performance have a direct
benefit for user productivity.
0 latency insights
operational reporting
Operational Reporting and Monitoring available in real
time, based on granular business data, for business users.
Zero latency for insights into current business operations.
50
Save up to
% of database size
No database indices required
Using HANA Database makes all database indices
obsolete. This can save up to 50% of database size in
typical customer systems using classical databases.
© 2012 SAP AG. All rights reserved.
100%
full search flexibility
Consistent search performance, independent of
the amount or combination of search attributes
for transactional or master data searches.
10
Up to
x
loyalty processing
Fast processing of Member Activities in Loyalty
Management. Typical transactional performance
in other areas is on par with anyDB..
5
Up to x faster call
center performance
Call Center Performance improved in several
areas of processing interactions (e.g. account
retrieval and searches for registered product)
13
EHP3
(NW 7.40)
EHP2
(NW 7.31)
SAP CRM
POWERED BY
SAP HANA 1.0*
CRM 7.12
(NW 7.40)
Enhancement
Package
SAP enhancement
package for SAP
CRM
SAP CRM Powered by SAP HANA
Delivered via Enhancement Package
SP05
EHP1
SAP CRM 7.0
* Full product name:
SAP EhP 2 for SAP CRM 7.0, version for SAP HANA
© 2012 SAP AG. All rights reserved.
15
SAP Supports Customer Choice
The Journey to SAP CRM Powered by SAP HANA
ERP/CRM/
PLM/SCM
ERP/CRM/
PLM/SCM
NetWeaver
NetWeaver
Any Database
SAP HANA
The 3 Step Approach:
1. Update to latest nonHANA Enhancement
Package (CRM 7.0
EhP2) and the
corresponding version of
SAP NetWeaver
© 2012 SAP AG. All rights reserved.
2. Update to latest
3. Export from any
Enhancement Package
Database and
version for HANA and
import to SAP HANA
corresponding version of
SAP NetWeaver
16
Traditional SAP CRM (OP) User Experience
© 2012 SAP AG. All rights reserved.
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
17
Preview: New SAP CRM (OP) Persona Style
© 2012 SAP AG. All rights reserved.
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
18
Preview: New SAP CRM (OP) UX - Personalization
© 2012 SAP AG. All rights reserved.
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
19
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
20
Introducing SAP Customer Engagement Intelligence
© 2013 SAP AG. All rights reserved.
21
SAP Customer Engagement Intelligence
Applications on a common data foundation powered by SAP HANA
Customer Value Intelligence

For: Sales to invest the right resources
into the right customers, products and
channels.

Business recommendations for
customer segments to target, and what
products to position for revenue and
margin growth

Single view of customer value today
and tomorrow, from your CRM, ERP,
legacy, 3rd party and social data
sources
© 2013 SAP AG. All rights reserved.
Account Intelligence

For: Sales Reps to execute on the
insight and recommendations for their
accounts, on top of Customer Value
Intelligence

Mobile, interactive access to your
customer insight and selling
recommendations

Visual account targeting based on
customer engagement, value, and
geography
Audience Discovery and
Targeting

For: Marketing, Sales & Service
professionals to rapidly and easily
segment large customer populations

Manage Target Groups for insight to
action

Trigger initiatives like customized
offers for each segment and channel

Integration with HANA Predictive
Analytics
23
SAP Customer Engagement Intelligence for B2B
Strategic
and Effective
Selling
Account Intelligence
Personalized
Treatment
Real Time
Customer
Insights
Customer Value Intelligence
(including Audience Discovery & Targeting)
© 2013 SAP AG. All rights reserved.
© 2013 SAP AG. All rights reserved.
24
SAP Audience Discovery and Targeting standalone for B2C
Audience Discovery & Targeting
 Also available as a stand alone solution for
Business to Consumer (B2C)
 Built for industries with very large customer
bases like Banking, Retail, Utilities, Telco,
Media, CP, High Tech,
Automotive, Insurance, and Public Services.
 Leverages data from different sources
including Non SAP systems
© 2013 SAP AG. All rights reserved.
© 2013 SAP AG. All rights reserved.
25
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
26
Introducing SAP Jam
Social business collaboration – built for business execution
•
Market leading enterprise
social networking
•
Internal private and “public”
groups for team
collaboration
•
Streamlined content
contribution and annotation,
including video
•
Embedded in and connected
to business processes
•
Connect the entire
organization
•
Integrated directly to SAP
CRM, CRM OnDemand
© 2011 SAP AG. All rights reserved.
Access anywhere via mobile
apps on iPhone, iPad, BB
and Android
27
Functional Scope of SAP CRM SAP Jam Integration
Collaboration in SAP CRM with SAP Jam
 Initiate SAP Jam Groups from SAP CRM related to SAP
CRM business objects, e.g. opportunities
– Invite Group participants from CRM Sales Team, Service Team, …
– Select CRM attachments to ‘push’ to the SAP Jam Group
– Include a minimum of CRM business data in SAP Jam Group
 Display the SAP Jam Groups related to the CRM business
objects
Updates through SAP Jam Feeds
 Display SAP Jam Updates in SAP CRM UI
– CRM Home Page – All of your SAP Jam Updates
– CRM Business Object Page – Updates from related Groups and status
Navigate directly to People, Items, and Groups in
SAP Jam from CRM
© 2012 SAP AG. All rights reserved.
RKT
28
Collaborative opportunity management
with SAP CRM and SAP Jam
Track opportunity status in SAP CRM or SAP Jam
Create groups directly from the opportunity in SAP CRM
Review groups related to prior opportunities to learn history
on accounts and opportunities
© 2013 SAP AG. All rights reserved.
29
Collaborative service request resolution
with SAP CRM and SAP Jam
© 2013 SAP AG. All rights reserved.
30
Agenda
SAP 360 Customer Overview
What’s New?
• On Premise: SAP CRM powered by SAP HANA
• Analytics: SAP Customer Engagement Intelligence Suite
• Social Collaboration: SAP JAM
• SAP Cloud for Customer
• Mobility: Mobile Applications
• Web Channel
Wrap Up / Summary
Q&A
© 2012 SAP AG. All rights reserved.
31
SAP Cloud for Customer
(formerly Customer On Demand)
© 2012 SAP AG. All rights reserved.

Sales, Service,
Marketing & Social
in the Cloud

Understand the full
context of your
customers

Integrated to SAP
ERP and SAP CRM

Designed for
collaboration and
team effectiveness
32
SAP Cloud for Customer
Complete CRM with the benefits of Cloud
User Experience
Collaboration
CRM Processes
User Productivity
Analytics
Integration
Integration
Customer OnDemand
ERP/CRM/BI
© 2012 SAP AG. All rights reserved.
33
New – SAP Cloud for Customer Home Page
Beautiful landing page that pushes key information to you
© 2012 SAP AG. All rights reserved.
34
SAP Cloud for Customer Studio (SDK)
Flexibility to meet your business needs
•
•
Partner/Customer
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Packaged and delivered
to multiple customers
•
Customer Specific
Solutions
- Native
- Built with SAP Customer
OnDemand studio
- Run on SAP Cloud
- Specific to customer
© 2012 SAP AG. All rights reserved.
•
Key User Extensibility
- Custom Fields and Facets
- Mashups
- New Reports/Views
Integrations
- Open APIs
- SAP Customer OnDemand
Cloud Integration option
35
SAP Cloud for Customer – SAP ERP 6.0 Integration
Example of master data synchronization and process integration
SAP Customer OnDemand
Contacts
Products
Opportunity
Product
Category
Accounts/
Prospects
SAP ERP 6.0
Material
Contact
Customer
•
•
•
•
Material
Category
Pricing
Quotation
Sales Order
End-to-end master data synchronization and process integration
Synchronization of master data (customers, contacts, material)
Opportunity to ERP sales document processing
Accurate opportunity pricing via ERP price requests
© 2012 SAP AG. All rights reserved.
36
SAP Cloud for Customer to SAP CRM 7.0 via the
Cloud Integration Option or NW PI On-Premise
SAP Customer OnDemand
Material
Business
Partner
Employee
Account
Hierarchy
Product
Category
Campaign
Header
Lead
Opportunity
Lean
Opportunity
Territory
Assignment
Service
Request
Activity
SAP CRM
Product
Business
Partner
Employee
Account
Hierarchy
Territory
Assignment
Product
Category
Campaign
Lead
Opportunity
Lean
Opportunity
Service
Request
Activity
Quote /
Sales Order
•
Real-time integration of master data (accounts, prospects, competitors, contacts, account
hierarchy, territory assignment, products, employees, campaign headers)
•
Real-time integration of transactional data (leads, opportunities, activities, service
requests)
© 2012 SAP AG. All rights reserved.
37
SAP Cloud for Social Customer Engagement
http://www.youtube.com/watch?v=cybewLnRqV4&feature=youtu.be
© 2012 SAP AG. All rights reserved.
38
Capitalize on “Big Data” Insights
Streamline Marketing
Champion Customer Experiences
SAP Social Media Analysis by NetBase
• Search any topic and instantly get trends and in-depths sentiment analysis from social media
• Monitor 150+ million sources incl. blogs, forums, social networks etc. with respect to your individual
topics
• Analyze historic sentiments by accessing a cloud-based social data warehouse of 12 months content
© 2013 SAP AG. All rights reserved.
39
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
40
SAP Innovations For Sales
SAP Sales Diary and Customer Briefing App
•
•
•
•
•
Online and offline notes capturing, organization
and search
Notes can be captured anytime, and later be
converted to sales activities, tasks or attached to
CRM objects.
Access to the most relevant (user specific) CRM
information that is required on the go
Organize the content and layout of the factsheets
(Activity, Account and Opportunity) to their
specific CRM needs by using MAF framework
(fully extensible without coding)
Get all the relevant information about a customer
before the call from multiple internal and external
data sources (Customer Briefing app)
© 2012 SAP AG. All rights reserved.
41
Syclo suite of mobile applications
with industry-specific functionality
SAP Work Manager
SAP Inventory
Manager
SAP CRM Service
Manager
SAP Rounds
Manager
SAP Sales Manager
Pre-built and pre-integrated apps (SAP, Maximo and IBM TRIRIGA)
100% Configurable
Run on Any device using Meta Data Driven client
Online and offline use for mission critical apps
© 2012 SAP AG. All rights reserved.
42
Empowering field workforce
SAP Work Manager
Keeps the drills running, trucks hauling, and conveyors rolling
Business Value





Increase plant and equipment performance
Improve workforce productivity and safety
Reduce overtime and cost of maintenance
Promote a 360° view of operations
Reduce unplanned downtime
SAP’s industry leading mobile app maintains, inspects and
repairs mission critical assets
Uses Cases





Enable the maintenance side of your business
Install and geo-tag equipment, including meters
View asset schematics, history, dependencies
Execute to guided workflows
Generate notifications and work orders
on-the-spot
 Report worker’s status, progress and location
SAP insights
Companies that monitor asset performance in real – time can improve their asset productivity by up to ~36%
© 2012 SAP AG. All rights reserved.
43
Empowering field workforce
SAP Rounds Manager
Click to see demo
Manages risk and prevents the unacceptable
Business Value




Prevent/reduce production stoppages/ delays
Prevent and reduce safety incidents
Reduce maintenance costs
Increase regulatory compliance
SAP’s industry leading mobile app collects meter readings,
inspects assets, promotes compliance
Uses Cases




Take measurement points
Conduct operator rounds
Perform maintenance inspections
Execute environmental, health, fire and safety
inspections
 Execute compliance inspections
SAP insights
Companies that monitor asset performance in real – time can reduce Un-Planned Downtime Or Outages by up to ~55%
© 2012 SAP AG. All rights reserved.
44
Empowering field workforce
SAP Inventory Manager
Keeps your valuable parts and spares under control and ready to respond
Business Value
 Keep inventory moving
 Ensure mission critical parts are available
when needed
 Prevent obsolescence
 Control/manage theft and shrinkage
 Reduce inventory carrying costs
SAP’s industry leading mobile app for handling and
managing parts in the warehouse and the field
Uses Cases




Manage parts and ore inventories
Perform cycle counts
Receive, transfer, issue and adjust
Manage parts during inspections, maintenance,
repairs
SAP insights
Companies that mobilize inventory management can reduce their manpower hours by 75%
© 2012 SAP AG. All rights reserved.
45
Empowering the field service workforce
SAP CRM Service Manager
Keep your customers happy while increasing service profitability
Business Value






Improve first-time problem resolution
Streamline communications between field & office
Meet SLA compliance
Lower inventory carrying cost and wasted travel
Increase customer satisfaction and revenue
Minimize lost revenue and shorten billing cycles
SAP’s industry leading mobile app for service order
management to get the job done right
Use Cases
 Enables workers to manage service orders and
create confirmations with signature capture
 Record status, materials, problems, actions,
expenses, customer signatures and more
 View customer data, equipment, install base listings,
entitlements, contracts & service history
 Vehicle stock management
 Leverage GIS/GPS for directions
SAP insights and references
Organizations that mobilize field service can reduce
response times by as much as 20% and improve SLA
response times by as much as 30%
© 2012 SAP AG. All rights reserved.
With Syclo mobile, data accuracy has
improved by 20%
46
Agenda
SAP 360 Customer Overview
What’s New? Innovation Highlights
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel & SAP Visual Enterprise
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
47
SAP Visual Enterprise & SAP CRM Service
SAP Visual Enterprise enables integrated visual and business information to improve
communication and collaboration, reduce complexity which leads to higher quality of decisions
combined with speed and productivity.
Interactive work
instruction
Product visualization in
service order
Identify and select
parts
© 2012 SAP AG. All rights reserved.
48
SAP Web Channel Experience Management 3.0
Innovation Highlights
Catalog

Product comparison

Customer specific product views / catalog views

Enhanced sorting and filtering
E-Commerce

Shopping templates

Quotations

Order download and item upload

Product configuration

In-store delivery
User Management

Self-registration in the contact scenario

Delegated administrator
© 2013 SAP AG. All rights reserved.
49
Multi Channel Customer Engagement: Outlook 2013+
Online
Web
Store
Mobile
Kiosk
Store
Partner
Contact Center
Social Media
Partner
Network
Phone, E-Mail,
Chat, Fax
Communities,
etc.
Web
Mobile
Multi Channel Foundation
•
Merchandising enhancements
•
•
•
Invoice search & display
Consumable Web Services for
accelerated development and
deployment of Mobile Apps
•
Service / package selling
•
•
Ariba integration (punch out)
Extensibility concept for Web
Services to adapt standard
services and develop new
services
Customer Activity Repository
as a single source of all
customer sales transactions
with access powered by
HANA, true 360° view
•
Offer Harmonization
•
Product Recommendations
© 2013 SAP AG. All rights reserved.
50
Agenda
SAP 360 Customer Overview
What’s New?
•
On Premise: SAP CRM powered by SAP HANA
•
Analytics: SAP Customer Engagement Intelligence Suite
•
Social Collaboration: SAP JAM
•
Cloud: Customer On Demand
•
Mobility: Mobile Applications
•
Web Channel
Wrap Up / Summary
Q&A
© 2011 SAP AG. All rights reserved.
51
SAP 360 Customer Highlights Summary
Innovations for Sales, Marketing & Service
Customer On
Demand
SAP Customer
Engagement Intelligence
Social Media
Analysis
Collaboration with
SAP Jam
SAP Customer
Value Intelligence
SAP CRM
powered by
SAP HANA
SAP Audience
Discovery
and Targeting
SAP Account
Intelligence
Customer Briefing App
Predictive Analytics
Sales Diary
Syclo Service Manager
SAP Account Intelligence
App
© 2012 SAP AG. All rights reserved.
Web Channel Experience
Management 3.0
52
DEMO: SAP 360 Customer in Action
© 2012 SAP AG. All rights reserved.
53
SAP 360 Customer
powered by SAP HANA
ENGAGE WITH
YOUR CUSTOMERS
LIKE NEVER BEFORE
Next Generation of RDS
SHIFT INTO HIGH GEAR
 TEST DRIVE NOW
SAP Rapid Deployment Solutions for SAP 360 Customer
Offering a Rapid, Incremental Path to SAP 360 Customer
360 Customer for Marketing


360 Customer for Sales











SAP CRM rapid-deployment solution
SAP CRM powered by SAP HANA rapiddeployment solution
SAP Mobile Sales rapid-deployment solution
SAP Business Collaboration rapid-deployment
solution
SAP Business-to-Business Sales rapiddeployment solution
SAP CRM Analytics rapid-deployment solution
SAP HANA CRM Analytics rapid-deployment
solution
RDS of Business-to-Business Sales with SAP
Web Channel Experience Management
SAP Mobile Apps and Infrastructure rapiddeployment solution
SAP HANA Sentiment Intelligence rapiddeployment solution
SAP Sales Management for Insurance rapiddeployment solution
Marketing
Packages
Sales
Packages



360 Customer for Service








Service
Packages



© 2013 SAP AG or an SAP affiliate company. All rights reserved.
SAP CRM rapid-deployment solution
SAP CRM powered by SAP HANA rapid-deployment
solution
SAP HANA CRM Analytics rapid-deployment solution
SAP HANA Customer Segmentation rapiddeployment solution
SAP HANA Sentiment Intelligence rapid-deployment
solution
SAP CRM rapid-deployment solution
SAP CRM powered by SAP HANA rapid-deployment
solution
SAP CRM Interaction Center rapid-deployment
solution
SAP CRM Services Management rapid-deployment
solution
SAP BCM rapid-deployment solution
SAP HANA CRM Analytics rapid-deployment solution
SAP CRM Analytics rapid-deployment solution
SAP Mobile Apps and Infrastructure rapiddeployment solution
SAP HANA Sentiment Intelligence rapid-deployment
solution
SAP IT Service Desk Operation rapid-deployment
solution
SAP Multi-Resource Scheduling rapid-deployment
solution
55
SAP 360 Customer: The Bottom Line
Real-Time
Insight
Real-Time
Interactions
Real-Time
Execution
Engage with your customers like never before
© 2013 SAP AG. All rights reserved.
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Where to Find More Information
SAP 360 Customer
 SAP CRM in Public Web: http://www.sap.com/crm
 SAP 360 Customer in 2 min: http://www.youtube.com/watch?v=9uYkn8yPokk
 SAP 360 Customer info: http://www.sap.com/lines-of-business/sales/sap-360-customer/index.epx
 SAP Solution Explorer: https://rapid.sap.com/se/
 SAP Solution Browser (release deltas): http://www.sapsolutionbrowser.com/
 SAP Improvement Finder; http://www.sapimprovementfinder.com/public/
 SAP CRM – Business Process Expert Community: http://scn.sap.com/community/crm/sales
 SAP CRM – WiKi: http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management
 SAP CRM - Help Portal: http://help.sap.com/crm
 SAP CRM on Service Marketplace: http://service.sap.com/rkt-crm
 SAP CRM Demos: http://www.sap.com/solutions/business-suite/crm/demos/index.epx
 SAP CRM Customer Success Stories: http://www.sap.com/solutions/business-suite/crm/customers/roi.epx
 Customer On Demand: www.sap.com/solutions/products/sales-on-demand/index.epx
To start your free trial go to www.onDemand.com
© 2011 SAP AG. All rights reserved.
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Thank you
CONNECT – FOLLOW – ENGAGE – COLLABORATE
Join the SAP CRM Online Community!
Dr. Volker G. Hildebrand -- GVP CRM Solutions, SAP
© 2012 SAP AG. All rights reserved.
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