CRM Service (Chinese)

SAPCRMCRMSAP©SAP2010/DeepDive/Page21.2.3.1.2.3.©SAP2010/DeepDive/Page31.2.3.1.2.3.©SAPAG2009.Allrightsreserved./Page4©SAPAG2009.Allrightsreserved./Page430-5040-502010780…6000Sales,€1.7billionService,€2.3billionMarketing,€0.8billion2010CRM:IDC2010MegaModel*.©SAP2009/SAPCRM&ICforFKOM2009,Page5©SAP2010/Page//©SAP2010/DeepDive/Page71.2.3.1.2.3.©SAP2010/DeepDive/Page8SAPCRMERPNetWeaver©SAP2007/Page9/©SAPAG2009.Allrightsreserved./Page10SAPCRMSAP,,.©SAP2010/SAPCRM,11SAPCRM©SAPAG2009.Allrightsreserved./Page121.2.3.1.2.3.©SAP2007/Page13SAPCRM©SAP2010/DeepDive/Page141.2.3.1.2.3.SAPCRM©SAP2010/DeepDive/Page161.2.3.1.2.3.©SAPAG2009.Allrightsreserved./Page17©SAP2010/Page17(SLA)©SAP2010/Page18CompanyxyzlogoSLA/BOM©SAP2010/SAPCRM,19©SAP2010/Page20©SAP2010/SAPCRM,21©SAP2010/Page22…...PartsLogistics&Warranty&ClaimsReturns&DepotInstallations&MaintenanceSales&Marketingfor©SAP2010/SAPCRMOverview,Page23Field&Support--©SAP2010/Page24/ERPCATS©SAP2010/Page25CompanyxyzlogoSLA/RMA©SAP2010/SAPCRM,26/©SAP2010/SAPCRM,27–RepairStepsRepairStepsSparePartsSparePartsERP()()()()©SAP2010/SAPCRM,29©SAP2010/SAPCRM,30©SAP2010/Page31CompanyxyzlogoSLA/©SAP2010/SAPCRM,32SLASLA©SAP2010/SAPCRM,33©SAP2008/Page34HeaderLevelItemLevel©SAP2009/SAPCRMOverview,Page35DX710$251EasySync$67$487x24h$34$400$3336SalesOrder©SAP2010/Page37CompanyxyzlogoSLA/:,E-,©SAP2010/SAPCRM,38©SAP2009/39-confidentialIT,,IT3SAPIBaseSAPCRM7.0SAPERP©SAP2010/DeepDive/Page411.2.3.1.2.3.WebSOA©SAP2010/SAPCRM,42©SAP2008/SAPCRM,Page43,,,,,,-,/,().,IObject,,©SAP2008/SAPCRM,Page45HR,,IT,,IT,,,.HR,.,IT.IT(ITIL)IT.IT-..SAPCRM,,IT.ITITIT.,.HR.,HRHCM..,,,.©SAP2008/SAPCRMWebChannelOverview,Page47WebChannelAnalyticsE-MarketingE-CommerceCustomerE-Service©SAP2009/Page48SAPCRM–;©SAP2010/Page49SAPCRMSyclo©SAP2010/DeepDive/Page501.2.3.1.2.3.OLTPOLAPBusinessObject©SAP2010/SAPCRM,51–/©SAP2010/SAPCRM,53©SAP2010/DeepDive/Page541.2.3.1.2.3.–©SAP2007/Page57Web©SAP2010/SAPCRM,58SAPCRM:SAPCRM:SAPCRM:SAPCRM::©SAP2009/[e-mail][phone]Copyright2009SAPAGAllRightsReservedNopartofthispublicationmaybereproducedortransmittedinanyformorforanypurposewithouttheexpresspermissionofSAPAG.Theinformationcontainedhereinmaybechangedwithoutpriornotice.SomesoftwareproductsmarketedbySAPAGanditsdistributorscontainproprietarysoftwarecomponentsofothersoftwarevendors.SAP,R/3,xApps,xApp,SAPNetWeaver,Duet,SAPBusinessByDesign,ByDesign,PartnerEdgeandotherSAPproductsandsmentionedhereinaswellastheirrespectivelogosaretrademarksorregisteredtrademarksofSAPAGinGermanyandinseveralothercountriesallovertheworld.Allotherproductandnamesmentionedandassociatedlogosdisplayedarethetrademarksoftheirrespectivecompanies.Datacontainedinthisdocumentservesinformationalpurposesonly.Nationalproductspecificationsmayvary.TheinformationinthisdocumentisproprietarytoSAP.Nopartofthisdocumentmaybereproduced,copied,ortransmittedinanyformorforanypurposewithouttheexpresspriorwrittenpermissionofSAPAG.ThisdocumentisapreliminaryversionandnotsubjecttoyourlicenseagreementoranyotheragreementwithSAP.Thisdocumentcontainsonlyintendedstrategies,developments,andfunctionalitiesoftheSAP®productandisnotintendedtobebindinguponSAPtoanyparticularcourseofbusiness,productstrategy,and/ordevelopment.PleasenotethatthisdocumentissubjecttochangeandmaybechangedbySAPatanytimewithoutnotice.SAPassumesnoresponsibilityforerrorsoromissionsinthisdocument.SAPdoesnotwarranttheaccuracyorcompletenessoftheinformation,text,graphics,links,orotheritemscontainedwithinthismaterial.Thisdocumentisprovidedwithoutawarrantyofanykind,eitherexpressorimplied,includingbutnotlimitedtotheimpliedwarrantiesofmerchantability,fitnessforaparticularpurpose,ornon-infringement.SAPshallhavenoliabilityfordamagesofanykindincludingwithoutlimitationdirect,special,indirect,orconsequentialdamagesthatmayresultfromtheuseofthesematerials.Thislimitationshallnotapplyincasesofintentorgrossnegligence.Thestatutoryliabilityforpersonalinjuryanddefectiveproductsisnotaffected.SAPhasnocontrolovertheinformationthatyoumayaccessthroughtheuseofhotlinkscontainedinthesematerialsanddoesnotendorseyouruseofthird-partyWebpagesnorprovideanywarrantywhatsoeverrelatingtothird-partyWebpages.WeitergabeundVervielfältigungdieserPublikationodervonTeilendaraussind,zuwelchemZweckundinwelcherFormauchimmer,ohnedieausdrücklicheschriftlicheGenehmigungdurchSAPAGnichtgestattet.IndieserPublikationenthalteneInformationenkönnenohnevorherigeAnkündigunggeändertwerden.EinigevonderSAPAGundderenVertriebspartnernvertriebeneSoftwareproduktekönnenSoftwarekomponentenumfassen,dieEigentumandererSoftwareherstellersind.SAP,R/3,xApps,xApp,SAPNetWeaver,Duet,SAPBusinessByDesign,ByDesign,PartnerEdgeundandereindiesemDokumenterwähnteSAP-ProdukteundssowiediedazugehörigenLogossindMarkenodereingetrageneMarkenderSAPAGinDeutschlandundinmehrerenanderenLändernweltweit.AlleanderenindiesemDokumenterwähntenNamenvonProduktenundssowiediedamitverbundenenFirmenlogossindMarkenderjeweiligenUnternehmen.DieAngabenimTextsindunverbindlichunddienenlediglichzuInformationszwecken.Produktekönnenl