sap curriculum congress 09
TRANSCRIPT
SAP Curriculum Congress 09SAP Customer Relationship Management:An overview of CRM with a curriculum perspective.
Keith HontzSolution Team LeadHigher Education Solutions
SAP Public Services, Inc.Newtown Square, PAT 610-661-3229E [email protected]
Keith HontzDirector, Business DevelopmentCRM Product ManagementSAP North America
SAP Labs, LLCNewtown Square, PA 19073T 610-661-3229E [email protected]
Current Market Trends In A Down EconomySAP Customer Relationship Management At A GlanceSAP CRM In Higher EducationWrap-Up
Agenda
© SAP 208 / Page 3
SIX THINGS YOU CAN DOTO RUN WITH THE BEST…
Manage cash
Run lean operations
Drive compliance activities
Get closer to your best customers
Retain your top talent
Protect and grow your brand
Executives are faced with highly volatileeconomic conditions and have to act quickly
FTSE %38
DJIA %35
CAC40 %42
HANSENG %39
HANSENG %39
DJIA%35
FTSE %38
HANSENG %39DJIA
FTSEVP of Sales
Immediately:
Capture maximum revenuefrom current opportunitiesand reduce cost of sales
Long term Objective:Grow revenue andmarket share
VP of Marketing
Immediately:Rapidly develop compellingoffers/pricing and launch tomarket
Long term Objective:Increase market share andmindshare
VP of Service
Immediately:Reduce cost of service,revenue leakage and retainhigh value customers
Long term Objective:Transform from a cost to aprofit center
CEO’s Mandate
Mitigate revenue and profitability risk
Rapidly reduce operating costs
Survive and emerge as a leader in the long-run
Current Market Trends In A Down EconomySAP Customer Relationship Management At A GlanceSAP CRM In Higher EducationWrap-Up
Agenda
Ready To Learn The Alphabet Backwards?
ZYXWVUTSRQPONMLKJIHGFEDCBA
How Long Do You ThinkIt Would Take You To
Learn How To Do This?
Ready To Learn The Alphabet Backwards?
Your mind has the ability to learnthe alphabet backwardsin less than 5 minutes.
SAP had planned for a6-month ramp-up of CRM 2007.
It was released to the USin less than 2 ½ months.
ZYXWVUTSRQPONMLKJIHGFEDCBA
SAP CRM 2007 – Global Market Momentum
SAP CRM 2007 – General AvailabilitySince May 2008
Most Rapid Adoption:Over 1,000 shipments of CRM 2007, 45% Increase500+ implementation projects; 100+ live customers
Highest Quality:End of ramp-up 2 months ahead of time
Fastest Implementation:“We upgraded to SAP CRM 2007 in 8 weeks.”
Easiest To Use:”Our sales reps rave about the improved ease-of-use of the SAP CRM 2007 solution"
Vibrant Online Community (CRM @ BPX):100,000 contributions in CRM discussion forums
“ “As far as SAP [CRM] goes, they'verevitalized themselves… it seemsunanimous…the change is deep andreal” Paul Greenberg
CRM 2007 North America Customer SuccessesAt A Glance
CRM Upgrade for Sales andService; upgrade from 4.0 to 5.2 toCRM2007
$37BAgribusiness
CRM deployment for Sales andService; Replaced Siebel,PeopleSoft and SFDC
$3.5BHigh Tech
CRM2007 deployment.Competitive win vs SFDC$3BBuilding Materials
Industrial Machinery
Aerospace
High Tech
Industrial Machinery
Industry
$3B
$36M
$168M
$10B
Size FocusCustomer
CRM2007 Deployment, SFA;Siebel Replacement
CRM2007 Upgrade, Sales,Marketing, Service; integrationwas key factor in SAP selection
CRM2007 Upgrade, SFA, SFDCreplacement in 1 division
CRM2007 Upgrade, SFA
The L-Shape Look Of Amazon.com
With The Personalization Of iGoogle
The New SAP CRM 2007 Web Client...A User Interface Better Than Ever Before
SAP Customer Relationship ManagementThe Most Complete & Easy To Use Solution
Web C
hannel
Interaction Center
Partner Channel M
anagement
Trade Promotion M
anagement
Business C
omm
unicationM
anagement
Marketing ResourceManagement
Segmentation & ListManagement Campaign Management Real-Time Offer
Management Lead Management
SalesPlanning &Forecasting
SalesPerformanceManagement
TerritoryManagement
Accounts &Contacts
OpportunityManagement
Quotation &OrderManagement
Pricing &Contracts
Incentive &CommissionManagement
Time &Travel
Marketing
Sales
Service Service OrderManagement
ServiceContractManagement
Complaints &Returns
In-HouseRepair
CaseManagement
Installed BaseManagement
WarrantyManagement
ResourcePlanning
Self-service Interactioncenter
PartnerFieldMulti-Channel Support,360-Degree View Enabled
Streamlined Marketing,Sales & Service Processes With
Role-Based Interactive Analytics
Industry-Specific, Real-TimeFully Integrated To SAP ERP
SAP CRM 2007:Customer Driven Growth
360°Customer View
Industry-Relevant(TPM & MDF)
End-to-End Processes
Simplified, PersonalizedUser Experience
Pipeline PerformanceManagement
Microsoft OfficeIntegration
AdobeInteractive Forms
Real-Time OfferManagement
Business CommunicationsManagement
Service PartsManagement
Growyour business
Delightyour customers
Empoweryour team
Newest Capabilities In SAP CRM
Strengthen customer loyalties and increase retentionEnterprise customer loyalty programsMembership management; points accruals and redemption process
Extend the marketing reachHigh volume segmentation for millions of customersScalable external list import through purchased lists
Reduce the cost of sales and ensure effective account coverageOptimally align sales resources with territory management
Improve deal transparency and influence across the entire sales cycleAdvanced pipeline performance management
Maximize potential revenue while capturing the perfect orderPower of SD with the simplicity of the new CRM UI – Leverage ERP orders in CRM withproduct catalog, guided product configuration and product recommendations. EnablesMulti-Channel Order Management for SAP customers.
Increase customer retention while reducing costEnhanced web chat capabilities to promote first contact resolution (FCR) and increasedagent efficiency3rd party customer service delivery
Increase revenue contributionHigher wallet share through solution selling by bundling products & servicesProactive contract renewal
Increase field technician utilizationGeography-based dispatch using map mashups
Marketing
Sales
Service
Dashboards & Interactive Reporting
SAP CRM provides a framework to create easilyBusiness Objects Xselsius ® Dashboards based onpre-defined CRM-interactive reports.
Capabilities:
Create your own custom CRMdashboards using Business ObjectsXcelsius Enterprise ®Wizard driven dashboard builder toolprovides possibility to upload theXcelsius ® Dashboards and embed itwithin the CRM WebClientShare Xcelsius ® dashboard with otherCRM users
Flexible CRM Deployment & Cost Options
SAP CRM (On-premise, traditional)
SAP CRM (Off-premise, hosted infrastructure)
SAP CRM on-demand
SAP CRM on Blackberry
CRM Functionality For SAP Business All-in-One
Forrester Wave: SAP is a Leader in CRM
“…SAP has steadily built out comprehensivefunctionality focused on improving usabilityand deepening support for strategic businessprocesses as part of the SAP Business Suite.With the release of SAP CRM 2007, the vendoroffers a product that is strong across theboard for sales, marketing, partner channelmanagement, customer service, andanalytics… “
“SAP CRM offers one of the most completesolutions. During the past three years, SAPhas worked steadily to fill out its CRM offering,resulting in end-to-end process integrationsupport that no longer comes at the expenseof missing CRM functionality.”
The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphicalrepresentation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse anyvendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
Strong Analyst RatingsSAP CRM is the Top-Rated SFA Solution
The Sales capabilities in SAP CRM achieve near perfect score with#1 ranking in the Forrester Wave: Enterprise CRM Suites Q3, 2008
SAP White Papers/Thought Leadership Papers
1. CRM WITHOUT COMPROMISE: A STRATEGY FOR PROFITABLE GROWTH
2. CALL CENTER TRANSFORMATION: TURNING CUSTOMER EXPERIENCE INTO PROFITS
3. SIX SUCCESS FACTORS FOR BUILDING A BEST-RUN MARKETING ORGANIZATION
4. DRIVING YOUR CHANNEL BUSINESS
5. INTEGRATED SALES AND MARKETING for Consumer Products Companies
6. TURN THE INTERNET INTO A STRATEGIC SALES AND INTERACTION CHANNEL
7. SALES PERFORMANCE MANAGEMENT
8. CONSUMER PROMOTIONS: ENHANCING BRAND EQUITY AND PROFITABLE GROWTH
9. CO-MARKETING WITH CHANNEL PARTNERS
10. CREATING BUSINESS VALUE WITH COMMUNICATION ENABLED CRM PROCESSES
11. CONVERTING SERVICE CALLS INTO SALES WITH REAL-TIME OFFER MANAGEMENT
12. DRIVE SUSTAINABLE PROFITABLE GROWTH WITH CRM
13. IMPROVE THE PERFORMANCE – AND PROFITABILITY – OF YOUR SALES ORGANIZATION
14. SUCCESS FACTORS OF A BEST-RUN MARKETING ORGANIZATION
15. STILL STRUGGLING TO REDUCE CALL CENTER COSTS WITHOUT LOOSING CUSTOMERS?
16. EMPLOYEE INTERACTION CENTER with SAP CRM
17. EIU: IMPROVING CUSTOMER RELATIONSHIPS: AN INTEGRATED APPROACH
18. IDC: PARTNER CHANNEL MANAGEMENT
19. IDC: INTEGRATING SALES AND MARKETING
20. IDC: CHANNEL SALES MANAGEMENT FOR HIGH TECH
CustomerEngagement
CustomerExperience
CustomerEmpowerment
A Vibrant CRM CommunityBusiness Process Expert
CRM @ BPX
CommunicationHelp & Support
FeedbackCollaboration
Co-Innovation
100,000 Contributions toCRM discussion forums
CRM DISCUSSION FORUMS & WIKI
35,000 HomepageHits
CRM NEWS & FEATURED CONTENT
45,000 views of video blogsand video clips
CRM BLOGS
SDN: 1.3 million members BPX: 440,000 members
http://www.sdn.sap.com/irj/sdn/bpx-crm
Take A Test Drive Of SAP CRM
What’s IncludedSAP CRM Hands-On Test DrivePreloaded CRM Scenarios & Demo Data(Marketing, Sales, Service, UI Configuration,Customizing)Welcome Kickoff & User OrientationTest Drive Coach – Weekly Calls & SupportTest Drive SE – Overview DemosPersonalized Test Drive Home Page
Standard IDES Demo UsersNamed User Logon AccessSAPGUI & UI Configuration AccessSupport Center & SAP CRM 2007 Help LinksHow-To Scripts & Documentation
Dedicated Hardware EnvironmentProduction-Level Server PerformanceNightly Backup & Operations Support
What’s Not IncludedWeb Channel, Internet Customer Self-Service, Mobile Sales, Trade Promotion Management,SAP Enterprise Portal, SAP BCM (Business Communication Management), Business InformationWarehouse, Planning, SAP ERP, etc.
QUICK FACTS
SAP CRM 2007 Test Drive At Cox Target Media
Challenges andOpportunities
Looking to replace theircurrent Maximizer SFAsolutionNeed to build momentum andsecure funding for CRM 2007upgrade
ObjectivesProvide a means to haveNational Sales users getaccess to SAP CRM 2007 toassess comfort level with thesolution and to drive animplementation decisionquicklyTake advantage of a liveCRM 2007 environment as areference for our blueprinting,realization and go-live
Key Quotes“Our business folks are "loving" theCRM 2007 Test Drive after just 1week. Thanks for getting us included!”“One of the best parts was the hostedinfrastructure concept, I give that anA+. We previously tested SFDCseveral years ago, but we gave upsince it lacked flexibility integrating intoour SAP ERP backend system (weused Maximizer for many years prior tothis). Our National Sales folks actuallythought the SAP CRM 2007 UI isbetter than their current Maximizersystem.”“CRM 2007 is leaps and bounds abovewhat SAP CRM used to look like. Afterjust 15 minutes in the Test Drive, aNational Sales Director was managingopportunities, extracting to Excel andbecame an instant advocate for ourVPs/senior execs helping buildmomentum for our upgrade.”“The web conference kickoff was a 5out of 5, and a great way to geteveryone started, and the personalizedhome page was very well laid out. OurTest Drive Coach did a great jobanswering all of our questions in atimely manner.”
Cox Target MediaLocation: Largo, FLIndustry: MediaProducts and Services: Leading provider ofdirect mail and direct response marketingservices...space and airport operations.Web Site: http://www.coxtarget.comSAP® Solutions and Services: SAPCustomer Relationship Management
“The CRM 2007 Test Drive definitelymet our objectives of getting ourbusiness users on the system and veryquickly allowing them to visualize thisworking for them within their 1st hour.It helped speed up project initiation,including the funding phase and gaveour technical team a working system toreference while the business userscould play in it.”
Chris Cate, Director of Information Systems
DATAMONITOR – 2007 Trends
CRM In Higher Education
“University Of Newcastle recently implemented the “Inquiry ToRecruitment” project using integrated components of SAP’sCampus Management, CRM, Enterprise Portal, and BusinessIntelligence.
The project has reduced the “time to decision” in internationalstudent acceptance by over 60%. From 6 days to 24 to 48 hours,and in most cases, less than 24 hours.”
Recent Article In Campus Technology
Customer Relationship Management
SAP For Higher Education Solution
Public andPrivate
Stakeholders
Students andAlumni
Strategic Planning Academic Portfolio Operational Planning Teaching and Study Student Billing andFinancial Aid
Enterprise Management & Support
Institutional DevelopmentMarket Research and Analysis
Institutional AdvancementDonor and Alumni Management
PartnershipsInstitutional Communications
Academic ProfileStrategic Planning and Execution
Student Life Cycle ManagementStudent Records
Student FinancialsRecruitment & Admission
Academic AdvisingFinancial Aid
Academic Services and LearningAcademic Structure and Class SchedulingContent Development and Management
LearningAcademic Services
Student ServicesOn Campus Services
Student Communications and Service MarketplaceLibrary and Media Management
Student HousingIT Services
What If You Could…
1. Increase Overall Enrollment“Allocate 20% more time to prospects most likely to enroll”“Reduce time required to evaluate new applicants by 60%”“Provide a 360 degree view of prospective students”
2. Reduce Enrollment Costs“Reduce recruitment printing & mailing costs annually by 25%”“Reduce recruiter travel costs by 20% while increasing enrollment by 10%”“Reduce time spent on follow-up communication by 15%”
3. Better Manage & Improve Recruitment Forecasting“Improve recruitment forecast accuracy by 20%”“Increase recruitment efficiency and target recruiting efforts”“Enable Strategic Enrollment Management & Predictive Modeling”
4. Enable Multi-Channel Recruitment With ONE Solution“Deploy ONE next generation multi-channel solution university-wide”“Provide a highly flexible, configurable, secure and scalable solution”“With an easy-to-use, intuitive, browser-based interface”
Prospect Data ManagementMulti-Channel Prospect Data Management - Anytime, Anywhere
Multi-Channel Recruitment
Prospect Data ManagementProspective Student ProfileMultiple Address ManagementInteraction History – 360 Degree ViewMany-To-Many Relationships
Attended High School, Parents, Friend, Etc.Notes & AttachmentsProfile Sets & AttributesProspect & Program InterestsLikelihood To Enroll, Etc.Multi-Channel Creation & Management
Flat-File Import (ACT, SAT)Web SitePortalPhoneMobile/PDAAdobe/PDFSAPGUI
Synchronized With SAP SLCMEASY-TO-USE
Communication ManagementMulti-Channel 1-to-1 Personalized Communication
Multi-Channel Recruitment
Prospect E-Mail ResponsePersonalized E-MailProspective Student SurveyRequest ApplicationAutomated E-Mail ResponsePre-filled Online Application
Key BenefitsPersonalized CommunicationAutomated Response ManagementStreamlined Application ProcessIntegration To Campus ManagementImproved Prospect To ApplicantConversion
Multi-Channel RecruitmentMulti-Channel Recruitment Planning & Execution To Drive Enrollment
Multi-Channel Recruitment
Multi-Channel RecruitmentMulti-Channel CommunicationRecruitment Planning & ExecutionRecruitment CalendarRecruitment Budget PlanningCampaign AutomationPersonalized E-Mail SurveysProspect Profiling & SegmentationDirect Mail & E-Mail Form TemplatesProspective Student Import (ACT/SAT)Recruitment Event ManagementLead ManagementSynchronized With SAP SLCM
Key BenefitsEASY-TO-USEMulti-Channel RecruitmentAutomated Communication Follow-UpIntegration To Campus ManagementRight Message, Right Prospect, Right TimeUsing The Right Channel
Admissions Interaction CenterLeveraging Phone Interactions To Drive Enrollment
Multi-Channel Recruitment
Interaction CenterMulti-Channel SupportWeb ChatCTI Screen PopProspective Student MaintenanceInteraction Management & Follow-upCall List ManagementInteractive ScriptingFrequently Asked QuestionsQueue InboxAlert ModelerScratch Pad
Synchronized With SAP SLCMEASY-TO-USE Browser-Based Portal
Key BenefitsUniversity-Wide Interaction ManagementMulti-Channel SupportIP-Based TelephonyIntegration To SLCM
Live Examples – SAP xCelsius Dashboards
Why SAP For Recruitment?
The COMPLETE solution to manage and synchronize alltouchpoints within the student lifecycle with an EASY TOUSE browser-based interface
Enable strategic enrollment management, role-basedrecruitment analytics to enable improved decision makingand targeted prospecting
Multi-channel communication management for recruiting(events, e-mail, direct mail, phone, web, etc.)
Drag-and-drop prospect & applicant segmentation toquickly target on prospects likely to enroll
The Right Message To The Right Prospective Student AtThe Right Time Using The Right Channel…
Enabled standalone and/or integrated by design to connectwith SAP Student Life-Cycle Management, & synchronizedwith e-mail client via on-demand or traditional deployment.
CRM In Higher Education
CRM In Higher Education
Constituent & Donor ManagementMulti-Channel Constituent & Donor Management - Anytime, Anywhere
Alumni Development
Constituent ManagementProspective Donor & Alumni ProfileMultiple Address ManagementInteraction History – 360 Degree ViewMany-To-Many Relationships
Attended High School, Parents, Friend, Etc.Company MatchNotes & AttachmentsProfile Sets & AttributesAlumni & Program InterestsMulti-Channel Creation & Management
Flat-File Import (ACT, SAT)Web SitePortalPhoneMobile/PDAAdobe/PDFSAPGUI
Synchronized With SAP SLCMEASY-TO-USE Browser-Based Portal
Pledge Item Create(Screen Shot and Mock-Up)Simple Scenario
Pledge: 5000436, Dr. Brad Cassidy
Why SAP CRM For Advancement?
Integrated by design to leverage your SAP investment(Financials, HR, Portal, BW, etc.) and tightly coupled with SAPStudent Life Cycle ManagementThe COMPLETE solution to manage and synchronize alltouchpoints within the alumni lifecycle with an EASY TO USEbrowser-based interfaceEmbedded role-based development analytics to enableimproved decision makingMulti-channel campaign management for gift management(events, e-mail, direct mail, FAX, internet, etc.)Improved profiling and segmentation with more effective,targeted campaigns to prospective donorsThe Right Message To The Right Prospective Donor At TheRight Time Using The Right Channel…ONE multi-channel platform to management constituentrelationships and communication across the university
CRM Is The Best Choice For SAP HER Clients
Proven Solution
Better Data Quality
Less Cost
Faster ToImplement
Key Benefits
?
Delivers On Current & Future Recruitment andInstitutional Development Requirements(Comprehensive Functionality & Significant FutureInvestments With Full Upgrade Support)
?
Full Integration With Your Existing SAP System(Portal, BI, HCM, ERP, SLCM)
?
Streamlined Licensing Costs (SAP Agreement InPlace, Many SAP HER Clients Already Own It)
?
Uniquely Leverages Your IT Investment (SAPResources, SAP Technology Platform)
OthersKey Areas To Consider
SAP Curriculum Congress 09SAP Customer Relationship Management:An overview of CRM with a curriculum perspective.
Keith HontzSolution Team LeadHigher Education Solutions
SAP Public Services, Inc.Newtown Square, PAT 610-661-3229E [email protected]
Keith HontzDirector, Business DevelopmentCRM Product ManagementSAP North America
SAP Labs, LLCNewtown Square, PA 19073T 610-661-3229E [email protected]