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0© 2016 SAP SE or an SAP affiliate company. All rights reserved.

Innovations in

SAP CRMOliver Frick

© 2016 SAP SE or an SAP affiliate company. All rights reserved. 1Internal

Legal Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. 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. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct or gross negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.


REFER

FRIENDS

POST

REVIEW

JOIN

GROUPS

TRACK

ORDER

RECEIVE

PACKAGE

MISSING

ITEM

SETUP

PHONE

BILLING

ISSUE

MAKE

PAYMENT

PHONE

DAMAGE

TERMINATE

SERVICE

NETWORK

ISSUE

CHANGE

ADDRESS

RECEIVE

OFFER

DISCOVER

NEED

RESEARCH

RECEIVE

OFFER

TRACK

ORDER

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SHOP &

BUY

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RECEIVE

PACKAGE

MISSING

ITEM

POST

REVIEW

SETUP

PHONE

BILLING

ISSUE

MAKE

PAYMENT

PHONE

DAMAGE

TERMINATE

SERVICE

JOIN

GROUPS

NETWORK

ISSUE

CHANGE

ADDRESS

RESTART

SERVICE

RECEIVE

OFFER

REFER

FRIENDS

WEB

PRINT

DIGITAL ADS

WORD OFMOUTH

SOCIAL

TV

RETAILSTORE

WEBSHOP

REVIEWS

SEARCHKW/ADS

CONTACTCENTER

WEBSHOP

EMAIL

SOCIAL

RETAILSTORE

WEBSHOP

CONTACTCENTER

CONTACTCENTER

RETAILSTORE

CONTACTCENTER

CONTACTCENTERSOCIAL

WORD OFMOUTH

SOCIAL

EMAIL

SUPPORTPORTAL

?

SUPPORTPORTAL

?

BRANDEDCOMMUNITY

?

AWARENESS

INTEREST

CONSIDERATION

ACTION

USE

ACTION

ADVOCACY

ADVOCACY

DECISION

USE

Customers choose their own adventure.


SAP Hybris FRONT OFFICE + SAP Back OFFICE


SIMPLIFY THE FRONT OFFICEOPTIMIZE YOUR BACK OFFICE


TRANSFORMING CUSTOMER ENGAGEMENT THROUGH A FLEXIBLE OMNI CHANNEL SYSTEMS OF ENGAGEMENT

DELIVERING EXPANSION VIA MICRO SERVICES

SAP HYBRISFRONT OFFICE

“SIMPLIFIED FRONT OFFICE, ENHANCED ENGAGEMENT”


FOCUSES ON DOING THE HEAVY LIFTING FOR PROCESSES THAT WON’T MAKE IT TO THE CLOUD

SUPPORTING COMPLEX BACK END PROCESSES

SAP CRMBACK OFFICE

“OPTIMIZE BACK OFFICE ARCHITECTURE AND INTEGRATION”


SAP Back Office

(Digital Core)

SHARED CORE SERVICES

SAP Hybris

Front Office

simplifies your

business’s processes

S/4HANA SAP ERP SAP CRM SAP BI

simplifies your

customer’s

processesService MarketingSalesCommerce

SAP Hybris FRONT OFFICE + SAP Back OFFICE


SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and optimize the Back Office

SAP CRM

SAP Hybris

Front Office+transform

evolveERP or

S/4HANADigital Core

ERP or

S/4HANADigital Core

SAP CRM 7.0 EhP4

NW 7.50 Fiori Apps …

HANAAnalytics

SAP CRM

Back Office

1

2

SAP ERP



evolveERP or

S/4HANADigital Core

SAP CRM 7.0 EhP4


HANAAnalytics

1

SAP CRM

SAP ERP


SAP CRM 7.0Stronger than ever

Most complete, flexible and reliable offer on the market

• Successfully established in the market, high number of productive systems,continuous high adoption

• Mainstream Maintenance until (at least) 2025 (longest commitment in the industry!)

Continuous innovation and customer driven improvements in core CRM

• Offering a Customer Connection Initiative every year (currently running cycle 6) for customer driven improvements of SAP CRM, with very high adoption and strong delivery

• Participation in all major SAP Business Suite related innovation activities: S/4HANA integration, CRM on HANA, SAP HANA Live for CRM, CRM Fiori, MDM Hub

• Targeted non-disruptive innovations specific to CRM:SAP CRM Desktop Connection, SAP Hybris Commerce integration

• Quarterly deliveries (via Support Packages, Add-Ons, Notes)

Continuously strengthening the SAP CRM industry focus


This is the current state of planning and may be changed by SAP at any time.

Today Future DirectionPlanned Innovations

(Release 7.0 EhP4)

SAP HANA• Performance improvement using SAP HANA

• Ad-hoc reporting and real time analytics with HANA Live for SAP CRM

SAP Fiori• Transactional application for the Sales role

• Analytical applications

Groupware Integration• Desktop Connection

SAP Hybris Integration• Integration into Hybris Marketing

Usability Improvements• Fiori visual harmonization with ”Blue Crystal”

skin

Continuous Innovations• Customer Connect Enhancement

SAP Fiori• Transactional application for Service: Simple

Ticketing

• Transactional application for Sales, offline capabilities

SAP Hybris Integration• Integration into Hybris Commerce for BP Master

Data, Order Management, Self Service Service, Ibase, …

S/4HANA• Full side-by-side interoperability

• Visual harmonization with S/4HANA

Continuous Innovations• Customer Connect Enhancements

S/4HANA• Further integration and

harmonization with S/4HANA

Continuous Innovations• Customer Connect Enhancements

SAP CRM 7.0Product road map overview - key themes and capabilities


SAP CRM powered by SAP HANA… innovation without disruption

SAP CRM Optimized for HANA– Optimized access to all core CRM Objects (1O, BP, iBase)

– Fast & flexible search capabilities, reliable response times throughout CRM

– Accelerators and HANA only features

Analytics

– High performance reporting in CRM – no BW or BOBJ tools required

– Self service for ad-hoc reporting – no IT involvement required

Landscape simplification

– Replace TREX for duplicate check, search, segmentation, …

– Shared platform with SAP Hybris Marketing

– Easy upgrade, On-Premise or Cloud

Multiple Data Sources

1010100101010010010100110101101101110100100010011

deep dive

CRM-on-HANA.pptx


SAP Hana Live Reporting in CRM WebUI… Real real time reporting Made Easy

CRM SAP HANA Live Reports enables CRM users to

define & deploy high performance embedded analytics

without need for additional tools, consultants or IT

support.

Easy consumption of reports in CRM WebUI

based on HANA VDMs

Easy extension of VDMs with SAP Hana Studio

Advanced Analysis in CRM WebUI - no need

for additional analytics clients

Insight-to-Action by direct linking to the

business object

2-Tier Architecture based on OData exposed

by SAP Hana XS-Engine

Key Benefits

Key Users: Self-service Analytics (without BI or BOBJ) and simplified extensibility of VDMs using SAP Hana Studio

Business Users: Powerful pre-defined reporting integrated in CRM Web UI

blog deep dive demo

http://scn.sap.com/community/crm/blog/2015/11/16/crm-hana-live-analytics-versus-crm-interactive-oltp-reporting

CRM_HbA_Embedded_Analytics_EHP3.pptx

https://wdciw03.wdf.sap.corp:1093/sap/bc/bsp/sap/crm_ui_start/default.htm?sap-client=504&sap-language=EN


Fiori CRM Apps for Sales Representatives

Target Group

Focus is the role of the Sales Representative selling high value

products and services

Scope (see help.sap.com)

Account* and Contacts

Leads and Opportunities

Tasks and Appointments

Notes and Collaboration

Sales Pipeline Simulation and Tracking

Operational Sales Analysis: Customer Reports** (generic CRM Hana

Live analytics client)

Key Benefits

New simplified user interface as alternative UI Technology to CRM

Web UI

One user interface across all business suite applications

Responsive Design: One User interface for all devices (e.g. Phone,

Tablet, Desktop)

Embedded Analytics by leveraging SAP Hana Live Content (i.e. Virtual

Data Models)

System Requirements

• SAP CRM EHP3 SP05, CRM 7.0, EHP1, EHP2 on anyDB or Hana

• SAP Hana Live Q3/14 for Fiori Reports

deep dive browse

www.sapfioritrial.com

http://help.sap.com/saphelp_fiori_crm_100/helpdata/en/7f/4d54528a120a7de10000000a445394/frameset.htm

CRM_Fiori_one_pagers_RKT_wave12.pptx

https://fioriappslibrary.hana.ondemand.com/sap/fix/externalViewer/index.html#/home

http://www.sapfioritrial.com/


CRM Fiori App “My Tickets”

Target Group

Cover all tasks of the Service Requester in one CRM Fiori app

Scope

Create any type of service request (e.g. Finance-, IT-, HR requests) for

yourself or someone else

View service requests created by you and on your behalf

Search for tickets based on name or ID

Edit your service requests (e.g. add notes, change priority, edit

description, add and remove attachments)

Accept or reject solution and submit your notes

Deal with your tickets on any device (desktop and mobile)

Key Benefits

Quickly have personal “My Tickets” apps in your landscape, one app per

transaction type

Apply complete backend functionality via SAP Notes

System Requirements

• SAP CRM 7.0 EHP3 (SP12), or higher on SAP HANA or any other

database


New CRM Desktop ConnectionCRM Data and Processes in MS Outlook and Lotus Notes

• Keeps CRM data in sync between Microsoft

Outlook and SAP CRM

• Accounts

• Contacts

• Appointments

• Personal tasks

• E-mails

• Leads

• Opportunities

• Online and offline access to key SAP CRM

data

• Offers familiar user interface

• Add-in for Microsoft Outlook and Lotus

Notes

deep dive

Desktop Connection for SAP CRM, enterprise edition 1.0 SP00.pptx


SAP CRM Compatibility with S/4HANABest practices for SAP CRM Customers

Existing SAP CRM 7 customers that adopt S/4HANA today can

1. Continue with their side-by-side operation of their existing CRM system• SAP CRM 7 (EhP3 and EhP4) is compatible with S/4HANA (see note 2324473)

• Consider visual harmonization with “Fiori” (blue crystal) skin for CRM WebUI

2. Consider upgrade to CRM on HANA• Leverage HANA optimizations in CRM (performance optimizations, ad-hoc reporting, …)

• One database technology for the digital core

3. Consider upgrade to SAP Hybris Marketing• Simplified data model, optimized for HANA, new HTML5 UI

• Leverage CRM on HANA as platform for SAP Hybris Marketing (share customer data on HANA level)

• Multiple process integrations with CRM 7, incremental adoption possible (scenario by scenario)

http://service.sap.com/sap/support/notes/2324473


Visual Harmonization New Blue Crystal (“Fiori 1.0”) skin for CRM WebUI



SAP Hybris


evolveERP or

S/4HANADigital Core

ERP or

S/4HANADigital Core

SAP CRM 7.0 EhP4


HANAAnalytics

SAP CRM

Back Office

1

2

SAP CRM

SAP ERP


Customer Engagement and CommerceRoadmap direction

Drive Transformation & Deliver Innovation Within and Beyond Current Products

Continuously Deliver Integration

Between Current Products


SAP Hybris Cloud for Customer Integration with SAP CRMWhy Customers choose an integration between CRM & Cloud for Customer

1. Looking for a company-wide solution for all Sales and Service organizations (including all

subsidiaries and sales offices)

2. Run sales offices or subsidiaries through Cloud solutions with shared master data, e.g. with

consolidated forecasting and reporting possibilities, territory management, …

3. Need SAP CRM on-premise capabilities, however, prefer the SAP Hybris Cloud for Customer

user experience, mobility (online + offline) and built-in analytics (CRM for back office & C4C

for front office)

4. New division up and running quickly

5. Extend existing SAP CRM to new users

6. Replacing existing competitor’s cloud SFA solution with SAP Hybris Cloud for Customer and

having SAP CRM on-premise implemented for central corporate scenarios


SAP CRM

Accounts

Business

Partner

Product

Product

Account

Hierarchy

Account

Hierarchy (BP

Relationships)

Product

Category

Product

Category

Sales Org

Hierarchy

Sales Org

Hierarchy

Marketing

Attributes

Marketing

Attributes

Social Media

Profiles

Social Media

Profiles

Territories

Territories

Business

Configuration

Business

Configuration

Employees

Employees

SAP Hybris Cloud for Customer

SAP Hybris Cloud for Customer Integration with SAP CRMMaster Data View


SAP Hybris Cloud for Customer Integration with SAP CRMTransaction Scenario View

SAP Hybris Cloud for Customer

Promotion

Promotion

Activities

Activity

Lead

Lead Pricing

Sales

Order

Delivery

Customer

Invoice

Sales Quote

Opportunity

Opportunity

Ticket

Ticket

SAP CRM

Campaign

Header

Campaign

Sales

Order

Management

Service

Management

Product Packages

Interaction

Center

CRM

CUSTOMER SERVICE INTEGRATION

BASIC COMMERCE PROCESSES

Master Data

Order Management

SELF SERVICE

• Service Contracts

• Ibase

• Product Registration

• Warranty

• Repairs

BUNDLE PROCESSING

SAP HYBRIS COMMERCE INTEGRATION WITH SAP CRM deep dive

hybris Commerce Integration Roadmap CRM OP.pptx


SAP Hybris Commerce Integration with SAP CRMExample: Service requests with integration to SAP CRM Interaction Center

Internal

Process Request

Request help

Update Ticket Notify Customer

Service Request

Service Ticket Check Answer Confirm Ticket

Service Ticket

Service Request

SAP CRM


SAP hybris Marketing Integration with SAP CRMExample: CRM Campaigns with Target Groups from hybris Marketing

Execute Campaign

in CRM

Assign Target Group to CRM

Campaign

Define Target AudienceSet Up Campaign

in CRM

Integration Scenarios

Creation of CRM Tasks, Leads and Opportunities

Creation of CRM target groups

Creation of Marketing Prospects in CRM (for new contacts in yMKT)

Import CRM Marketing Permissions

Link yMKT Campaigns and CRM Campaigns

Creation of CRM Call List and Call Activities

yMKT Consumer Fact Sheet in CRM Interaction Center Agent views

Integration Approach

1. Share mass data through co-deployment on one HANA DB

2. Data creation in CRM through standard APIs

3. yMKT UIs in CRM WebUI screens through application launcher

4. Incremental migration from CRM to yMKT processes, both

marketing processes can co-exist

deep dive demo

Hybris_marketing_in_a_nutshell.pptx

https://wdciwe1.wdf.sap.corp:21100/sap/bc/ui5_ui5/sap/cuan_shell/index.html?sap-client=100&sap-language=EN#HOME



SAP Hybris


evolveERP or

S/4HANADigital Core

ERP or

S/4HANADigital Core

SAP CRM 7.0 EhP4


HANAAnalytics

SAP CRM

Back Office

1

2

SAP CRM

SAP ERP


Appendix & Details


SAP CRM Customer Connection


Customer Connection CRM 2016 project timeline

Collection of Improvement

Requests

Selection of

improvement requests

for implementation

Improvements’ development

(delivery as notes/SP)

Productive use in

customers‘ systems

Collect Select Develop Use

Kick-Off Final Call Selection Call Delivery CallDecision Meeting

Provide feedback

on productive use

Provide feedback in

development & support testing

Detailed analysis

and decision on

implementation

Development and

delivery of notes and

support packages

Continuous improvement of

the Customer Connection

process

Follows, moderates and

comments on

improvement request

Submit improvement requests,

subscribe for

IR prioritization

SAP Customers

August 2015 October 2015 ~ Beg. January 2016 ~ Q3 2016

open project workspace close project workspace

Beg Dec. 2015

Customers

Speaker’s Corner Sessions


Customer Connection 2016 program: influence.sap.com/CRM2016

https://influence.sap.com/CRM2016


0

1000

2000

3000

4000

5000

6000

7000

8000

9000

Do

wn

loa

ds o

f d

eli

ve

red

Im

rpo

ve

me

nts

30.10.14

07.01.15

31.03.15

30.04.15

30.05.15

30.06.15

30.07.15

31.08.15

31.10.15

30.11.15

31.12.15

29.02.16

31.03.16

30.04.16

31.05.16

CRM Cycle 1 2423 2734 2828 2843 2894 2905 2948 3002 3158 3416 3487 3687 3787 3812 3820

CRM Cycle 2 987 1019 1035 1043 1051 1062 1069 1100 1162 1264 1295 1363 1407 1412 1415

CRM Cycle 3 1746 2113 2288 2340 2530 2651 2747 3116 3571 4004 4274 4654 4967 5124 5250

CRM Web UI 958 1460 1947 2105 2262 3448 3962 4334 5376 6073 6513 7186 7446 7746 7941

CRM2015 0 0 90 225 503 738 936 2280 3719 4636 5258 6225 6616 6978 7222

CRM2016 0 0 0 0 0 0 0 0 129 187 234 360 977 1021 1087

CRM4Utilities2015 0 0 0 0 0 0 0 0 0 0 437 671 789 849 893

Customer Connection Strong customer Adoption

In total 27.628 Improvement Note downloads by 3.267 unique customers


Customer Connection Selected CRM Service topics of CRM Customer Connection 2015

ID Description availability

D6881 CRM Service: make available “reason for status” to service request CRM 7.0

Note 2110959

D7375 Service Request Management: Enhance Checklist Step Partner Determination EHP1 / EHP3

D6812 Add Partner Functions of Service Requests as Subscribers to Notification

Framework

EHP2

D6884 Update multiple iObjects by editing common values only one time EHP1

D1391 Prevent a Service Order from mismatch between Ship-To and iObject EHP3

D7358 Service Configurator - validation of radio buttons (AET fields) EHP1

D6888 Create Service Contracts & Quotes from iBase Search Results EHP3

D6890 Determine Contract Pricing and Discounts, based on iBase location C-Note on EHP2

D6891 Copying custom fields from Quotation to Contract EHP2

D7339 Unique/direct link (URL) to create a Service Order or display the search result of a

Saved Search

EHP1

details

https://influence.sap.com/ct/ct_a_view_idea.bix?c=5952D17F-CCFD-4589-9A30-9937B95C40CE&idea_id=4485B7BE-F0B9-4B8D-AA83-98F113CD587B

https://service.sap.com/sap/support/notes/2110959

https://jam4.sapjam.com/groups/4lcZP7HVBybuyJTZHcWo2k/documents/YItv67cc4sraPkntLPTKlr/slide_viewer


Improvement Finder

Find delivered improvements easily by using www.sapimprovementfinder.com

Details on released functionality in SDN:

• CRM2014 Customer Connection

deliverables

• CRM 2015 Customer Connection

deliverables

http://www.sapimprovementfinder.com/

http://scn.sap.com/community/crm/blog/2014/07/31/you-asked-for-it-sap-delivers-twenty-four-24-cool-new-crm-enhancements

http://scn.sap.com/community/crm/blog/2015/09/21/you-asked-for-it-again-sap-delivers-fifty-six-56-new-crm-enhancements


SAP CRM 7.0STRONGER than ever

The Forrester Wave™: CRM Suites For Large

Organizations, Q1 2015:

“Salesforce, SAP, Oracle, And Microsoft Lead A

Mature Field Of Vendors”

SAP CRM 7.0 was recognized for:

• A well-rounded CRM supporting the end-to-

end customer engagement experience

• Large and broad set of industry-specific

functionality

• Very strong reporting and analytics tools

• Strong marketing automation, customer

service, and field service capabilities

• A platform and architecture that is suitable for

global deployment

• Very strong application ownership experience

and global strategy

Link to in-depth report

https://mdocs.sap.com/mcm/public/v1/open?shr=KIwMl9KOvO6_piz9SZ3cv3V7NmybpmhpL9eOOLVjsYo&obj=xe_8KvoUoL-7yIacSNzkQAj5zB3BUtKr3j8gByJyc-4


SAP CRM 7.0STRONGER than ever – Net new Names 2006-2015

Number of Customers with SAP CRM licenses

SAP CRM yoy growth 2016:+3,5 % customers+5.5 % productive systems

Source: SAP BW Report

https://iwa.wdf.sap.corp/irj/servlet/prt/portal/prtroot/pcd!3aportal_content!2fcom.sap.pct!2fplatform_add_ons!2fcom.sap.ip.bi!2fiViews!2fcom.sap.ip.bi.bex?URL_BOOKMARK=007O83B421ZMXV0N4NHCEU0GK



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In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

http://global12.sap.com/corporate-en/legal/copyright/index.epx

innovations in sap crm - sapevent.ch · need sap crm on-premise capabilities, however, prefer the...

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