ebook7 web channel
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RKT SAP CRM 7.0
Overview of SAP Web Channel with SAP CRM 7.0
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SAP 2008 / Page 2
1. Business Environment2. Business Process
3. Solution Overview
4. Enhancements for SAP Web Channel with SAP CRM 7.0
5. Further Information
Agenda
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SAP 2008 / Page 3
Increase
loyalty
Increaseprofitability
Web Channel Business Environment
Competitive pressures are risingOrganizations must serve their customers through
the most effective channel
Online community is increasingOrganizations must provide customers with a reliable,
fast, and easy online experience leveraging Web 2.0advancements
The bottom line means greater customer
convenience, consistency, and control
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SAP 2008 / Page 4
1. Business Environment2. Business Process
3. Solution Overview
4. Enhancements for SAP Web Channel with SAP CRM 7.0
5. Further Information
Agenda
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SAP 2008 / Page 5
The Web Channel Process
Generate
demand Target content
Personalizeexperiences
Market
Provide
interactive selling Manage pricing
Enable orderto cash
Sell
Share knowledge
Supportcustomers
Enable billingand payment
Service
Monitor
e-businessoperations
Analyzee-businesstrends
Analyze
Continuous business improvement
Track customer behavior
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SAP 2008 / Page 6
1. Business Environment2. Business Process
3. Solution Overview
4. Enhancements for SAP Web Channel with SAP CRM 7.0
5. Further Information
Agenda
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SAP 2008 / Page 7
Web Channel Capabilities in SAP CRM
Leverage the internet
as a valuable sales, marketing and service channel for businesses and consumers
E-Marketing
E-Commerce
E-Service
Web Channel Analytics
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SAP 2008 / Page 8
Capabilit ies of Web channel in SAP CRM
Web Channel Analytics
Sales and serviceanalysis
Web behavior analysis
Technical analysis
E-Commerce
Interactive selling
Pricing
Order to cash
E-Service
Knowledgemanagement
Service management
Billing and payment
E-Marketing
Demand generation
Content management
Personalization
Web channel platform
Enterprise integration
CatalogManagement
MarketingManagement
BusinessPartner
OrderManagement
ContractManagement
ServiceManagement
Browser Portal
Web Channel Capabilities in SAP CRM
Building Blocks
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SAP 2008 / Page 9
E-Marketing
Build customer loyalty and demand generation via the Internet, generating more
revenue
E-mail and Web campaigns to create targeted and personalized e-mail and Web campaigns
and to monitor profitability
Catalog management provides a centralized catalog, delivering personalized productinformation and availability via the web
Content management enables organizations to create, target, and manage content for
customers
Personalization to dynamically personalize customers Web experiences for more effectiveinteractions
Store locatorempowers end customers to easily find a store location near them from which to
purchase or service products
Loyalty management allows to track behaviors and reward members in a way that builds loyalty
and entices them to conduct business with the loyalty host over competitors
E-Marketing E-Commerce E-ServiceWeb Channel
AnalyticsWeb Channel
Platform
Web Channel Capabilities in SAP CRM
E-Marketing
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SAP 2008 / Page 10
E-Commerce
Enable the complete sales process online from presales to fulfillment
Shopping basket management provides a user-friendly and consistent interface across all
ordering processes
Interactive selling and configuration helps customers find the best products and services to
meet their needs
Pricing and contracts to centrally manage personalized pricing and contracts and deploy them
across all selling channels
Quotation and order management to generate and manage quotes and
orders online Web auctions enable organizations to sponsor online auctions
Selling via partners to incorporate partners into your e-commerce strategy
E-Marketing E-Commerce E-ServiceWeb Channel
AnalyticsWeb Channel
Platform
Web Channel Capabilities in SAP CRM
E-Commerce
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SAP 2008 / Page 11
E-Service
Empower customers with intuitive self-service, problem resolution, and an ability toinitiate service processes online
Knowledge management enables customers to research and resolve their service problems
online
Live support provides immediate assistance to online customers via chat
Service order management enables customers to create, update, and track service requests,
complaints, and returns online
Installed base management to manage product portfolios online
Billing and payment empower customers with online account status and the ability to initiate andmanage payments online
Account self-service enables customers to register for accounts and maintain their personal
profile and interaction history online
E-Marketing E-Commerce E-ServiceWeb Channel
AnalyticsWeb Channel
Platform
Web Channel Capabilities in SAP CRM
E-Service
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SAP 2008 / Page 12
Web Channel Analytics
Enables organizations to gain insight into, analyze, and act on e-business operationsand trends
Sales analysis to analyze purchasing activity and sales figures across selling channels
Service analysis to analyze profitability and service activity across the entire service lifecycle
Customer behavior analysis to integrate click-stream information with standard sales reporting
Technical analysis to analyze the technical health and performance of their Web shops
E-Marketing E-Commerce E-ServiceWeb Channel
AnalyticsWeb Channel
Platform
Web Channel Capabilities in SAP CRM
Web Channel Analytics
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SAP 2008 / Page 13
Web Channel Platform
Set up, manage, and extend your online presence to deliver best-in-class businessexperiences that are Web 2.0 enabled
Web shop management to quickly and easily setup and maintain Web shops
Optimization tools to manage and optimize business processes and transactional volume
Master data management to manage customer and product data centrally and deploy it
consistently across the enterprise
Service-enabled to empower organizations with flexible and open integration points to extend
their online capabilities
Flexible deployment options to give organizations a choice of deployment options to best meettheir business needs
E-Marketing E-Commerce E-ServiceWeb Channel
AnalyticsWeb Channel
Platform
Web Channel Capabilities in SAP CRM
Web Channel Platform
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SAP 2008 / Page 14
Flexible Deployment Options
Enable E-Commerce with SAP ERPwithout the need for a full CRM
implementation
SAP E-Commercefor SAP ERP
Provide customers with a fully
integrated Web experience withconsistency across all touch points
Web Channel
capabilities inSAP CRM
SAP gives organizations a choice of deployment options to best meet their
business needs and grow over time
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SAP 2008 / Page 15
SAP CRM provides personalized portals so customers and business partners
can access information and conduct business over the Web
SAP NetWeaver Portal
Leverage SAP Portal to plug inWeb content and for easy integrationwith other applications
Leverage customer portal configured
out-of-the-box to provide a single
customer homepage across all business
interactions
Partner Channel Management
capabilities in SAP CRM Enable your partners with a fully
functional partner portal includingonline selling and self-service capabilities
Personalized Portals for Customers and
Partners
SAP CRM
Web Channel
Portal
PartnerChannel
Mgmt
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SAP 2008 / Page 16
1. Business Environment2. Business Process
3. Solution Overview
4. Enhancements for SAP Web Channel with SAP CRM 7.0
5. Further Information
Agenda
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SAP 2008 / Page 17
Enhancements for SAP Web Channel with SAP
CRM 7.0
User interface (UI) and design
Improved visual design
Catalog Management
Provisioning of Enterprise Services for Product Catalog Authoring
Provisioning of Web Services for Published Product Catalog
Loyalty Management
Integration of Loyalty Management in SAP CRM Web Channel Support of different Loyalty Management scenarios in Web Channel:
Create new loyalty membership
Register for loyalty campaigns
Earn points for standard purchases, buy points
Redeem points for reward products
View point transaction history (loyalty account overview)
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SAP 2008 / Page 18
Enhancements for SAP Web Channel with SAP
CRM 7.0
ERP Order with CRM Web Channel (B2B)
Create ERP order in CRM
No replication of orders
Pricing in ERP
Product Catalog Integration with CRM WebClient UI
Employees can use the product catalog for product search and order creation
Available in CRM Sales and CRM Interaction Center
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SAP 2008 / Page 19
Increase revenue and market reach
Promote corporate identity and brand
via the Web
Cultivate a two-way customer relationship
Improve customer convenience and
satisfaction
Increase profitability through differentiated
levels of serviceReduce cost of sales and support
Lower total cost of ownership
Business Benefits
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SAP 2008 / Page 20
1. Business Environment2. Business Process
3. Solution Overview
4. Enhancements for SAP Web Channel with SAP CRM 7.0
5. Further Information
Agenda
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SAP 2008 / Page 21
Further information I
Relevant detailed view presentations
SAP CRM Web Channel
E-Commerce (I)
E-Commerce (II)
E-Commerce (III)
E-Marketing
E-Service
Web Channel Analytics
Web Auctions
Customer Portal
SAP E-Commerce for SAP ERP
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SAP 2008 / Page 22
Further information II
SAP CRM - Roll-Out Map
https://portal.wdf.sap.corp/go/crm-rollout-map
SAP CRM - Ramp-Up Knowledge Transfer (RKT)
http://service.sap.com/rkt-crm
SAP CRM Demo Portal
http://crmportal.wdf.sap.corp:1080
SAP CRM WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home
SAP CRM - Help Portal
http://help.sap.com/crm
SAP Public Webhttp://www.sap.com/crm
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