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4Segmentation functionality enables marketers to gain control of customer and prospect information. Drag and drop segmentation functionality Access to multiple data sources, such as transactional data, customer profiles and analytical data Advanced predictive analytics and scores Master groups concept Deduplication and prioritization methods

Benefits Central point of access to all relevant customer data Definition of accurate customer and target lists Execution of highly targeted campaigns

List Management is the process of purchasing/renting, managing, using and reporting on acquired customer and prospect information.

Import new prospects, incl. address data, marketing attributes Data enrichment, e.g. customer address data, marketing attributes, relationship information Creation of business documents Mapping format definition

Benefit Open interface to manage external data importing for data enrichment and prospecting activities

Campaign Management offers broad functional spectrum to make customers think of you first. Multi-channel, multi-wave support Personalized messaging across all interaction channels Campaign Automation to plan and execute event-triggered, multi-wave and recurring campaigns Advanced analytics for planning and forecasting to determine the optimum campaign strategy Couponing, incl. redemption rate prediction, financial integration to budgets, etc. Integration with financials for true closed-loop ROI analysis

Benefits Generate customer demand more effectively Full visibility and control of all marketing activities Customers experience consistent marketing messaging

Lead Management transforms prospects into loyal customers. Lead creation across all interaction channels Campaign related Lead generation Automatic lead qualification with context-sensitive survey support Collaborative management of leads with channel partners Rule-based lead distribution (capturing and distributing the right leads to the right owners (both internally and

externally) ) Lead Follow-Up (e.g. Lead-to-Opportunity workflow)

Benefits Streamlined process from marketing to sales High quality leads improve revenue generation Improve response rates to customer requests Reduce sales time and cost

Opportunity Management:The sales assistant in the opportunity guides the sales employee through a structured sales process, and supports him in planning his sales activities. It is used as a checklist for the activities and tasks to be executed.

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7Activities can be contacts or tasks. Task is 1003

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Serial Number Integration

Within a product master you can define the relevant serial number scenario of the

product. The scenario is downloaded from R/3 and depending on the serial number

profile assigned at plant level. If a serial number profile is assigned to minimum one

plant in R/3, the following values are possible:

0 : default value (No serial number required and validated)

1 : Serial number entries are possible, but no check against master data

2 : check against the object

3 : Check against ERP serial number and object

4 : Check against the ERP serial number

The value is depending on the serial number profile settings: MM03 and serial number

required.

The following validation checks are performed depending on the product master value

Serial number Existence check

Serial number Duplication check

Serial number Quantity check

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When you create a service order, you link the individual items to form a hierarchy by

entering the number of the superior item in the field Higher-Level Item. As soon as you

have maintained an higher-level item, an additional tab Item Hierarchy is displayed,

where the item hierarchy is represented graphically.

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If spare parts for processing a service order are required, it has to be sure that these

spare parts are available on the required date.

Depending on whether the service part is already in stock or whether it first needs to be

procured or even manufactured, different logistic processes have to be carried out. The

following options for procuring spare parts will now be provided:

Reservation

Purchase requisition

Purchase order

During the creation of the service order the user has the possibility to choose one of

three options or the system makes the choice based on different parameters (e.g. Item

category, process type, service organization). In Customizing, you define all the

relationships and checks that the system uses to determine and execute the required

logistics scenario The determination of the source of supplier takes place automatically

in SAP ERP procurement, but it is also supports the assignment of the source of

supplier directly from an external catalogue during the creation of the service order.

This data will then be transferred into SAP ERP.

After the creation of the service order it is possible to track the processing status of

each individual item within the document flow.

The procurement of external resources (e.g. technicians) works in a similar way, but

please see next slide for details and descriptions.

For details about the External Procurement, see the scenario or process description

available under Gen. Documentation.

Hint: This part is working with the Service Industry Extensions for CRM 4.0 only.

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