SAP CRM 客户关系管理创新概述

SAPCRMSAP201208©2012SAPAG.Allrightsreserved.2CRM:©2012SAPAG.Allrightsreserved.3CRM:©2012SAPAG.Allrightsreserved.4CRM©2012SAPAG.Allrightsreserved.5–SAPCRMSAPCRM7.0EHP2(WebChannelExperience)SAPSAPStreamWorkSavo,InsideView,VividoSAPCRM2.0SAPSAPHANASAP(HANA)SAP(HANA)SAPERPRDS(HANA)OnPremiseOnPremiseOnDemandOnDemandOnDeviceOnDeviceTechnologyFoundationwithHANATechnologyFoundationwithHANARapidDeploymentSolutionsinallareas©2012SAPAG.Allrightsreserved.6SAPCRM7.0SAPCRM7.052015202012SAPBusinessSuite7NetWeaverIT©2012SAPAG.Allrightsreserved.7SAPCRM…©2012SAPAG.Allrightsreserved.8SAPCRM!©2012SAPAG.Allrightsreserved.9……©2012SAPAG.Allrightsreserved.102012GartnerCRMSAPCRM©2012SAPAG.Allrightsreserved.11SAPSAPCRMSAP:SOAHANAHANA©2012SAPAG.Allrightsreserved.12SAPSAPCRMCRM,,HANASAP(HANA)SAP(HANA)WebSOASAPSAPSAPStreamWorkSAVO,InsideView,VividoSAPCRMSAPSAPHANAHANA©2012SAPAG.Allrightsreserved.13SAPCRMHANAHANASAP(HANA)SAP(HANA)WebSOASAPSAPSAPStreamWorkSAVO,InsideView,VividoSAPCRMSAPSAP©2012SAPAG.Allrightsreserved.14OnPremiseSAPCRM7.0EHP2(WebChannelExperienceRDSOnPremise©2012SAPAG.Allrightsreserved.15OnPremiseSAPCRM7.0EHP2(WebChannelExperienceRDSOnPremise©2012SAPAG.Allrightsreserved.16B1(BWandBW-AUploadsnolongerneededOntheflycalculation,aggregationUIEnhancementsSAPEhP2forSAPCRM7.0OnPremise©2012SAPAG.Allrightsreserved.17(BW)BW-BWBW/BWAUIF4©2012SAPAG.Allrightsreserved.18201111SAPHANAArchitectureSAPCustomerSegmentationAccelerator(BWnotneeded)2OptionsHANAAcceleratorBWonHANATargetMarketCustomerswhodonothaveSAPBWbutneedhighspeedcustomerinsight&targetingonbigdataCustomerswhohavealotofBWdatathatisneededaspartofthesegmentationAvailabilityGeneralavailableNov2011,availableasanRDSReleasedtocustomerNov2011,generalavailabilityexpectedforMay2012CustomersCurrentlyevaluating:BoschSiemensHomeApplicances,DeutscheBank,VolkswagenFinancialServicesInramp-upEhP2:Richemont,CasinoGroupe,Volkswagen,SchwanFoods,CeweColorPrerequisitesCRM7.0EhP1,SAPHANACRM7.0EhP2,BWonHANA(databaseedition)RoadmapDataMining/PredictiveAnalyticsDataMining/PredictiveAnalyticsIndustryScenarios:e.g.Real-timePOSdataSAPHANA©2012SAPAG.Allrightsreserved.19Adheretocountry-specificregulationstoavoidincurringcostsduetonon-complianceSendmarketingmaterialonlytothosecustomerswhoexplicitlyagreedtoreceivingsuchmaterialMarketingPermissionsplayabigroleinExternalListManagementSegmentationCampaignExecutionInteractionCenterTheconceptofMarketingPermissionsenablesSAPCRMmarketingprocessestobedesignatedasOpt-InorOpt-Outprocesses.Existingconceptsusedtoblockcontacttocustomers,suchasperaccount,centralblock,orpercommunicationdetailwiththedesignator‘DoNotUse’arestillavailableOnPremise20©2012SAPAG.Allrightsreserved.21SAP©2012SAPAG.Allrightsreserved.22&/POS//SAPCRM©2012SAPAG.Allrightsreserved.23WebUI/POS/CRM©2012SAPAG.Allrightsreserved.24SAPCRMPOS©2012SAPAG.Allrightsreserved.25SAPEHP2forSAPCRM7.0(*)AlsoavailableforCRM2007,7.0,EhP1throughNotesTerritoryManagement:RulesProcessingperformance(*)ImprovedERPintegrationthroughUIlayerrequiresECCEhP6:(*)ATP,CampaignPricing,CreditCard,BillingPlan,DocumentFlowActivitiesEnhancedPerformanceofPricing(*)PerformanceinBusinessPartnerSearchPerformanceAccountHierarchy(*)Accounts&Contacts–additionalInsight:(AssignmentBlocks)(*)UsabilityOneresultdirectdisplayCentraleditbuttonFieldnavigationAdvancedReturnsManagementrequiresECCEhP6OnPremise©2012SAPAG.Allrightsreserved.26SAPCRM1.InitialcreationofcustomercomplaintinSAPCRM–Object“Complaint”asmain-item–Optional:maintenanceofreturnsspecificdata–With/withoutreferencetoERPdata2.Creationofreturnrequest–Returnrequestassub-item–Mandatory:maintenanceofreturnsspecificdata3.ReturnsprocessinginSAPERP–Automaticand/ormanualcreationofsubsequentdocumentsperprocessstepsuchascreationofthegoodsreceipt,warehouseinspectionorrefunddetermination–Dependingontheimplementation/customizingof“AdvancedReturnsManagement”theprocessissupportedbyautomatedsystemactionsandsystemalerts/warnings.4.MonitoringreturnsprogressthroughouttheprocessinSAPCRMOnPremise©2012SAPAG.Allrightsreserved.27ERPThefollowingdocumentscanbecreatedmanuallyorautomaticallyinAdvancedReturnsManagement:ReturnsOrder&ReturnsDeliveryGoodsReceiptWarehouseInspection&LogisticalFollow-Updocuments(GoodsMovementtoSpecifiedStock/Scrap/FreeAvailableStock)CreditMemoRequest&CreditMemoOutboundDeliveryReturnsPurchaseOrder(toVendor)InvoiceVerification(basedonvendor´smaterialinspection)ReturnsPurchaseOrderforDirectShipmentReturnsStockTransportOrderSubsequentDeliveryFreeofCharge(SDF)OutboundDeliveryforSDF&GoodsIssueforSDFInternal/ExternalRepairOrderOnPremiseIPC28©SAPAG2012.Allrightsreserved./Page29SAPIPCIPCisajava-basedSAPcomponentjava-basedbutnotJ2EEbasedmandatorycomponentinCRMWebChannel,optionalinotherCRMscenariosIPCoffersSalesPricingEngine(SPE)forPricedeterminationSalesConfigurationEngine(SCE)forProductconfigurationEnginesforTaxDetermination(TTE)andProductModeling(PME)IPCBasicsuptoCRM4.0:IPCrunsdirectlyonajavavirtualmachine(JVM)asstandalonecomponentuptoCRM4.0:IPCRelease=CRMReleaseSinceCRM5.0:IPCisnowpartofSAPAP7.0SinceC