Solution Map
SAP Best Practices for CRM
SAP Best Practices
Scope Definition of SAP Best Practices for
CRM V2.70

This presentation describes the business scenario scope of SAP Best Practices for CRM
V2.70 based upon the business map of SAP CRM 7.0.

Process categories (e.g. Partner Channel Management) and main processes (e.g. Case
Management) not covered by SAP Best Practices for CRM V2.70 are „greyed out“.

Processes not covered by SAP Best Practices for CRM V2.70 are not listed.
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
SAP Best Practices for CRM
Solution Scope
Segmentation &
List Management
Sales
Sales Planning
Performance
& Forecasting
Management
Territory
Management
Campaign
Management
Accounts &
Contacts
Service
Service Installations Customer
Sales & Contracts & & MainteService &
Marketing Agreements
nance
Support
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Opportunity Quotation &
Incentive &
Pricing &
Time &
ManageOrder
Commission
Contracts
Travel
ment
Management
Management
Field
Service
Management
Returns &
Depot
Repair
Warranty &
Service
Service
Claims
Collaboration,
Logistics &
ManageAnalytics,
Finance
ment
Optimization
E-Commerce functionality
covered by solution
SAP BP for ERP
E-Commerce
Not included in CRM functionality in SAP Business All-in-One, separate Best Practices available
Included in CRM Functionality in SAP Business All-in-One*
Part of SAP CRM standard [can be added]
* To get details on the functionality covered within these scenarios please refer to the following slides
Business Communication
Management
Marketing
Resource
Management
Trade Promotion Management
Service
Interaction Center
Web Channel
Sales
Partner Channel Management
Marketing
SAP CRM Rapid Deployment Edition
Solution Scope
Segmentation &
List Management
Sales
Sales Planning
Performance
& Forecasting
Management
Territory
Management
Campaign
Management
Accounts &
Contacts
Service
Service Installations Customer
Sales & Contracts & & MainteService &
Marketing Agreements
nance
Support
Real-Time Offer
Management
Lead
Management
Loyalty
Management
Opportunity Quotation &
Incentive &
Pricing &
Time &
ManageOrder
Commission
Contracts
Travel
ment
Management
Management
Field
Service
Management
Returns &
Depot
Repair
Warranty &
Service
Service
Claims
Collaboration,
Logistics &
ManageAnalytics,
Finance
ment
Optimization
Business Communication
Management
Marketing
Resource
Management
Trade Promotion Management
Interaction Center
Service
Web Channel
Sales
Partner Channel Management
Marketing
SAP Customer Relationship Management
Marketing
Marketing Resource
Management
Segmentation & List
Management
Campaign Management
I,S,R
Real-Time Offer Management
I,S,R
Lead Management
I,S,R
Multiple Data Source Access
(S5, S4, S2)
Campaign Planning (S5,
S4, S2, S3)
Multiple Interaction Channels
(S5, S4, S2)
High Speed Data Search (S5,
S4, S2)
Automated Qualification (S5,
S4, S2)
Preview Lists (S5, S4, S2)
Marketing Calendar (S5, S4,
S2)
Multichannel Campaign
Execution (S5, S4, S2)
Pre-Filtered/Personalized
Attribute Lists (S5, S4, S2)
Personalized (E)Mails (S5, S4,
S2)
Sampling and Splitting (S5,
S4, S2)
Call Lists (S5, S4, S2)
Embedded Predictive
Modeling (S5, S4, S2, S3)
Campaign Analysis (S5, S4,
S2, S3)
Rule-based Distribution (S5,
S4, S2)
Mass Generation (S5, S4, S2)
Automatic Generation of
Follow-Up Activities (S5, S4,
S2)
Lead Surveys (S5, S4, S2)
Personalized Filters (S4, S5, S2)
Lead Analysis (S5, S4, S2,
S3)
Quick Counts (S5, S4, S2)
Segment Deduplication (S5,
S4, S2)
Suppression Filters (S5, S4, S2)
Target Group Optimization
(S5, S4, S2, S3)
Clustering (S5, S4, S2, S3)
Data Mining (S5, S4, S2, S3)
Decision Trees (S5, S4, S2,
S3)
List Management - List Format
Mapping (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
SAP Customer Relationship Management
Sales
Sales Planning &
Forecasting
Sales
Performance
Management
I,S,R
Pipeline
Performance
Management
(S2, S4, S5)
Territory
Management
Accounts &
Contacts
I,S
Opportunity
Management
I,S,R
Market
Segmentation
(S5, S4, S2)
Territory
Assignment &
Scheduling
(S5, S4, S2)
Territory/
Organizational
Mapping
(S4, S5, S2)
Sales Analysis
by Territory
(S5, S4, S2,
S3)
Visit Planning
(S5, S4, S2)
Fact Sheet
(S5, S4, S2,
S3)
Interaction
History (S5,
S4, S2)
Activity
Management
(S5, S5, S2,
S3)
Email
Integration
(S5, S4, S2)
Relationship
Management
(S5, S4, S2)
Marketing
Attributes (S5,
S4, S2)
Customer
Analysis
(S5, S4, S2,
S3)
Account
Classification
(S2, S4, S5)
I,S,R
Quotation &
Order Mgmt.
(ERP)
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Incentive &
Commission
Management
I,R
Team Selling
Quotations
(S5, S4, S2)
(S5, S4, S2)
Competitive
Order Capture
Information
(S5, S4, S2)
(S5, S4, S2)
Automatic
AccountBusiness
specific Sales
Partner
Processes
Assignment
(S5, S4, S2)
(S5, S4, S2)
Automatic
Order Status
Business
Tracking
Partner
(S5, S4, S2)
Assignment
Pricing (S5,
(S5, S4, S2)
S4, S2)
Pricing (S5,
Order
S4, S2)
Validation
Check
Activities (S5,
(S5, S4, S2)
S4, S2)
Follow-Up
Availability
Transactions
Check
(S5, S4, S2)
(S5, S4, S2)
Anticipated
Quotation and
Revenue
Order Analysis
(S5, S4, S2)
(S5, S4, S2)
Buying Center
Cross-/
(S5, S4, S2)
Upselling
(S5, S4, S2)
Sales Process &
Selling Methodologies
(S5, S4, S2)
Opportunity Analysis (S5, S4, S2, S3)
SAP Product Available
Pricing &
Contracts
Sxx, Vxx, Bxx
Pxx
Basic Pricing
for Opportunity
(S5, S4, S2)
I,S,R
Complete
Pricing for
ERP
documents
(S5, S4, S2)
I,R
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Time & Travel
SAP Customer Relationship Management
Service
Service
Sales &
Marketing
Service Contracts
& Agreements
I,S
Service
Agreement
Management
(S5, S4, S2)
Service Contract
Management
Service Level
Management
(S5, S4, S2)
Installations &
Maintenance
I,S
Installed Base &
Objects
Management
(S5, S4, S2)
Installation &
Configuration
(S5)
Customer
Service &
Support
Field Service Returns &
Management Depot Repair
Warranty &
Claims
Management
I,S
Service Requests
Processing (S5)
- Service Order Quotation
Service
Logistics &
Finance
Warranty
Management
(S5, S4, S2)
Billing
(S1, S5)
- Service Employee Resource Planning
- Service Confirmation Processing
- Logistics Integration Processes
- Service Order Analytics
- Service Resource Planning
- Resource Master Data
- Assignment Management
- Absences/Attendances Maintenance
Knowledge
Management
(S5, S4, S2)
Complaints
Processing (S1,
S5, S4, S2)
- Returns Processing
- Follow-Up Processes
- Logistics Integration
- Complaints and Returns Analytics
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
I,S
I,S
I,S
- Service Order Processes
SAP Product Available
Service Collaboration,
Analytics, Optimization
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Multichannel
Integration (S5)
Service
Forecasting,
Planning,
Analysis (S5)
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
Interaction Center
Telemarketing
Campaign Execution
Lead Management
Personalization
Telesales
Accounts & Contacts
Activity Management
Quotation & Order Management
Help Desk
Customer Service & Support
Complaint Management
IT Service Desk
Employee Interaction Center
Accounting Interaction Center
Knowledge Management
Process Modeling
Communication Channels
Customer Service
Shared Service Center
IC Management
Interaction Center
Telemarketing
Campaign Execution
Lead Management
I,S
Personalization
I,S
I,S
Call List Assignment (I,S,R)
Lead Generation (S5, S4, S2)
Scripting (S5, S4, S2)
Soft Phone (P1, S5, S4, S2)
Lead Qualification (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Interactive Scripts (S5, S4, S2)
Questionnaire (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
Telesales
Accounts & Contacts
Activity Management
I
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Alerts (S5, S4, S2)
Interactive Scripting (S5, S4, S2)
Multi Channel Interactions (P1, S5, S4,
S2)
Quotation & Order Management
I
Automatic Business Partner
Assignment (S4)
Status and Result Tracking (S4)
Agent Inbox (S4)
I
Quotations (S5, S4, S2)
Order Capture (S5, S4, S2)
Automatic Business Partner
Assignment (S5, S4, S2)
Order Status Tracking (S5, S4, S2)
Pricing (S5, S4, S2)
Order Validation Check (S5, S4, S2)
Fulfillment Synchronization (S5, S4,
S2)
Call List Processing (S5, S4, S2)
Multi Channel Interactions (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
Customer Service
Help Desk
Customer Service & Support
Complaint Management
I,S,R
I,S,R
Account Identification & Maintenance (S5, S4, S2)
Information Help Desk (S5, S4, S2)
Registered Product Identification (S5, S4, S2)
Service Request (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Record (S5, S4, S2)
Scratch Pad Notes (S5, S4, S2)
Interaction History (S5, S4, S2)
Service Order & Request Management (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Multi-level Categorization (S5, S4, S2)
Knowledge Search (S5, S4, S2)
Content Management Integration (S5, S4, S2)
Solution Database (S5, S4, S2)
Spare Parts and Services (S5, S4, S2)
E-Mail and Chat Integration (S5, S4, S2)
Service Quotations (S5, S4, S2)
Auto Suggest (S5, S4, S2)
Escalation Management (S5, S4, S2)
Service Level Management (S5, S4, S2)
only I,S
Contract & Entitlement Management (S5, S4, S2)
only I,S
Service Level Management (S5, S4, S2)
Escalation Management (S5, S4, S2)
only I,S
Warranty Management (S5, S4, S2)
only I,S
Installed Base Management (S5, S4, S2)
Service Product Proposal (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Interaction Center
IC Management
Knowledge Management
Process Modeling
I,S,R
I,S,R
I,S,R
Solution Search (S5, S4, S2)
Multiple Knowledge Databases (S5, S4, S2)
Interactive Auto Suggest of Solutions (S5, S4, S2)
only R
Mail Forms (S5, S4, S2)
Multilevel Categorization (S5, S4, S2)
Fact Sheet (S5, S4, S2)
Interaction History (S5, S4, S2)
Communication Channels
Alert Management (S5, S4, S2)
Scripting (S5, S4, S2)
Alert Modeler (S5, S4, S2)
Rule Modeler (S5, S4, S2)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Automatic Number Identification (ANI) (S5, S4, S2)
Interaction History (S5, S4, S2)
Interaction Analysis (S5, S4. S2)
only I,S
only I,S
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Agenda
1. SAP CRM Enterprise
1.1. Marketing
1.2. Sales
1.3 Service
2. SAP CRM Interaction Center
2.1.
2.2.
2.3
2.4
Telemarketing
Telesales
Customer Service
IC Management
3. SAP CRM Web Channel
3.1. E-Service
Web Channel
E-Marketing
Catalog
Management
E-Commerce
Quotation & Order
Management
E-Service
Knowledge
Management
Content
Management
Loyalty Management
Email & Web
Campaigns
Store Locator
Shopping Basket
Interactive Selling &
Pricing & Contracts
Management
Configuration
Web Auctions
Selling via Partners
Service Order
Management
Personalization
Live Support
Installed Base
Complaints &
Returns
Billing &
Payment
Account Self
Service
Web Channel
E-Service
Knowledge
Management
Service Order
Management
Knowledge Base
Management (S6)
Frequently Asked
Questions (S6)
Installed Base
I,S
I,S
Solution Search (S6)
Live Support
Complaints &
Returns
I
I,S
Service Requests
(S6)
Installation
Management (S6)
Warranty
Management (S4,
S6)
Product Registration
(S6)
Entitlement
Validation (S6)
Status and Tracking
(S1, S6)
Resource Planning
(S6)
SAP Product Available
Partner Product Available
SAP Product Available with Future Releases
Partner Product Available with Future Releases
Future Focus
Collaborative Business Map Available
Billing & Payment
Complaints
Management (S6)
Returns
Management (S6)
Sxx, Vxx, Bxx
Pxx
SAP Product & Service
Partner Product
For more information see: http://www.sap.com
Account
Self Service
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