EXPAND YOUR CRM FRAMEWORK OF EXCELLENCE WITH SAP CRM 7.

0
CRM is about winning and keeping customers

Scott Druckenmiller
Director, Business Development North America CRM Product Management

John Goetz
Director of IT Harris Products Group A Lincoln Electric Company

Agenda

Value of Upgrading to SAP CRM 7.0 Why Lincoln Electric upgraded to CRM 7.0

How can you upgrade to SAP CRM 7.0

Executive Summary

SAP 2007 / Page 3

Did you know SAP CRM?

Easy to Use Fast to Deploy Rapid Adoption 50 % Faster Adoption than CRM 5.0

Our sales reps rave about the improved ease-of-use of the SAP CRM solution.

During our CRM 2007 rollout training there were times when spontaneous applause erupted.
The new UI is the best - I am a huge fan. Blog on BPX The reps are fantastic with the new system. More users are requesting access every day. Users love the new system the UI is much better than Siebel.

CRM 2007 500+ Live customers CRM 7.0 120+ Live customers
Award Winning Thrilled Users @ SAP
Successful upgrade to SAP CRM 7.0 Hi Jim, I know our reps here in Canada are thrilled with their new tool This just so exciting.
Suzanne Montgomery, Sales, SAP Canada

Analyst Recognition
SAP has successfully evolved the on premise CRM software over the past three years Gartner Any SAP customers intending to implement or upgrade any time in the next 12 to 18 months should look no further than SAP CRM. AMR SAP is a sensible shortlist candidate Gartner

SAP is a Leader in Forrester CRM Wave

strong across the board for sales, marketing, partner channel management, customer service, and analytics

Leader in four categories of 2009 CRM Market Awards (CRM Magazine):

The system seemed to be on top performance ...whizzing through each field entry what a pleasure! Very excited about our new CRM 7.0! Regards,
Jenny D'Unienville Marketing Operations SAP Australia & New Zealand

Whats New in SAP CRM 7.0? Overview

UI

Enhancements

Improving

Performance

Sales

Architecture

Lead-to-Cash
Service

ERP

Improvements

Sales

E-Marketing

Fulfillment

embedded in CRM

Order

Service

Incident Staff & Units Operations Suspects

Lead Case Documents & Forms Record Relations

Excellence

Industry

Highlights

Locations

Objects

Consumer

Marketing

Enterprise

Services

SAP 2009 / 5

Driving User Productivity and Adoption with the New Web Client User Interface

The Web Client User Interface is

the first step into a new era of SAP CRM user interfaces usability and flexibility for the business user.

State of the art, modern user interface leveraging Web 2.0 paradigms Simple information and navigation architecture to facilitate finding, reviewing and editing of information Broad personalization capabilities across all software areas to let the user decide how he works best Simple but flexible UI configuration capabilities to pre-define the user interface for user groups

SAP 2007 / Page 6

The New SAP CRM UI

Customers rave about the improved ease-of-use
Home Page Personalization

Searching

Access Information

SAP CRM Evolution

Road to Simple and Powerful and beyond

Improved Usability
Territory Management High Volume Segmentation Loyalty Management RTOM

CRM 4.0
Groupware Integration

CRM 2007 CRM 7.0

Improved Quality

Rapid Deployment Packages

Pipeline Performance Management

Dashboards & enhanced Business Analytics

IT Service Management

Sales Marketing Service (SAP GUI/ PC UI)

Communication Management
Handheld Solution

Reduced Complexity

Shared Service Center

Core enhancements across Sales, Service, Marketing

New and comprehensive industry capabilities

Market Development Funds ITIL Compliance Workforce Management

Web Based UI Admin Case Management

Smart end-to-end processes and new capabilities

SAP CRM Is Now Enabling Rapid Deployments

The smoothest start-up I have ever experienced on a new application with new technology.

SAP CRM 2007 [] was adopted faster than ever

2 MONTHS

3 MONTHS

4 MONTHS

We migrated from Siebel to CRM 2007 in 2 monthsOur transition was very smooth...

upgraded to SAP CRM 2007 in just three months. With the rapid rollout to 410 users, SAP CRM 2007 is keeping our sales pipeline filled John Maneely Company We went live with 100-users in just over 3 months with integration to 3 ERP systems (SAP and other)

Global upgrade from CRM 4.0 to CRM 2007 in 4 months, also replaced Salesforce.com for SFA in another division

upgraded to SAP CRM

2007 in just 8 weeks. response from our sales team has been overwhelmingly positive!

went live on Trade Promotion Management and Interaction Center in 17 weeks

Sales

SAP 2007 / Page 10

SAP CRM for the Sales Line of Business Drive Revenue and Profitability
SAP Solution for Sales

Deep sales capabilities across all customer interaction channels direct, indirect, phone, Web End-to-end processes (lead-to-cash) with seamless integration into the SAP Business Suite Best-in-class sales effectiveness tools paired with operational excellence in front and back office

Achieving Sales Effectiveness and Operational Excellence: Easy to Use Intelligent Accessible Extendable Agile

Maximize user productivity

Turn sales insight into action

Unlimited Mobility

Value-Add partner solutions

Adapt business processes to your needs

Innovation Areas:
Sales 2.0 Social Networks & Information Services Sales Analytics & Performance Analysis Account Intelligence & Planning
Next Generation of Online Selling

SAP 2008 / SAP CRM Sales Overview, Dietmar Bohn, Page 11

SAP CRM Sales Update

Pipeline Performance Mgmt Dashboards

Mobility

Ease of Use

Why Upgrade to SAP CRM 7.0 Sales?

Pipeline

performance management Authorizations based on territory assignment Email integration, visit planning, activity scheduling, simplified activity processing. Groupware Integration to Outlook & Lotus Notes Fast entry product configuration
Product

proposals in quotes and orders Quick Searches and Create Blackberry and iPhone Handheld Solutions
Real-time

Interactive Reporting

New

Web 2.0 User Interface

SAP 2008 / SAP CRM Marketing Overview, Page 13

Service

SAP 2007 / Page 14

SAP CRM for Service Line of Business Deliver a Great Customer Experience
SAP Solution for Service:

Comprehensive solution to support customer service, technical support, as well as maintenance and onsite service scenarios including contract, warranty, claim, returns and parts management All relevant customer services data and processes seamlessly integrated across all functional domains and customer interaction channels on one single platform

Differentiating through Service Excellence: Multi-channel Open Virtual Extendable Integrated

Maximize customer convenience Geographical Mash-up Business Communication Management Interactive Forms End-to-end Service processes

Innovation Areas:
Integration of Social Networks & Social Media Mobile Service
Next Generation of Online Self Service

SAP 2008 / SAP CRM Sales Overview, Dietmar Bohn, Page 15

SAP CRM Service Update

IT Service Management
Service Request & Incident Management Problem Management Change Management Billing and Cost Allocation 3rd Party Tools

Package Quotations

Service Level Management

IBase and Object Management

Knowledge Management

Resource Management

Service Desk

SAP Solution Manage r

SAP CRM 7.0

Enterprise Asset Management Human Capitan Management Reporting and Analytics Resource and Portfolio Management

Supply & Procurement Management

Financial Management

SAP ERP

Mobility

Warranty Claims

Why Upgrade to SAP CRM 7.0 Service?

Ability

to sell product bundles made up of products and services Usage Based Billing Contracts Multi-level categorization of Service Requests Field Service Resource Planning & Truck Stock Management Warranty claim management Quality notification, reverse logistics for inhouse repair & complaint management Adobe Interactive Form Integration Mobile Handheld Service Real-time Interactive Reporting New Web 2.0 User Interface

SAP 2008 / SAP CRM Marketing Overview, Page 17

Improve Customer Interaction Handling by an Integrated Agent User Interface

Accelerate, simplify and improve quality of business interactions through BCM softphone integrated with SAP CRM Interaction Center

BCM softphone functionality integrated with Interaction Center toolbar

BCM routes voice calls, emails and chat requests to Interaction Center agents

SAP 2007 / Page 18

Shared Service Center Business Roles

Employee Interaction Center (EIC)

Ability to confirm multiple related business partners at once Integration of Client Switch functionality to support multiple CRM and backend clients

Accounting Interaction Center (AIC)

Ability to search for employees and vendors by company code or invoice Ability to search for business transactions by company code

Integration of Client Switch functionality to support multiple CRM and backend clients

IT Service Desk

Includes a standard IT Service Desk Agent business role that complies with standards defined by ITIL (IT Infrastructure Library)

SAP 2008 / SAP CRM Interaction Center Overview, Page 19

Marketing

SAP 2007 / Page 20

SAP CRM for the Marketing Line of Business Maximize your Marketing Spend
SAP Solution for Marketing:

Integrated enterprise marketing platform that provides end-to-end marketing planning and process automation across multiple channels Provides visibility & accountability across all marketing processes Provides 360 degree view of the customer

Generating Demand and Building Profitable Relationships: Flexible Intelligent Fast

Expanded Reach

End to end
Program Management Reward Rule Management Processin g Engine

Loyalty

Membership Handling

Create multi-channel campaigns

Real-time offer management

High-Speed Segmentation

Market Development Funds

Loyalty Management

Innovation Areas:
Marketing 2.0 Leveraging Social Media Channels Marketing Resource Management Predictive Analytics
Online Marketing

SAP 2008 / SAP CRM Sales Overview, Dietmar Bohn, Page 21

SAP CRM Marketing Update

Loyalty Management Real-Time Offer Management Make the right offer at the right time

Based on solid functionality in the area of: Program Management

Reward Rule Management Membership Handling Processing Engine

What?

Who?
When? Where?

High Volume Segmentation

Campaign Automation

Why Upgrade to SAP CRM 7.0 Marketing?

Marketing

scenario planning & Optimization High volume segmentation & deduplication checking Manage & import external lists Campaign Automation Couponing Trade promotion management Real-time Offer management Loyalty management Real-time Interactive Reporting New Web 2.0 User Interface

SAP 2008 / SAP CRM Marketing Overview, Page 23

Cross CRM Enhancements

SAP 2007 / Page 24

SAP Mobility: Co-Innovation Partner Strategy

Embracing Strategic Partners to Deliver World Class Applications

Focus on core strengths as a business process company and

Enterprise Mobility Market Leaders

Embrace

Embrace enterprise mobility market leaders to deliver prepackaged mobile applications

execution

vision

Collaborate on the end to end solution delivery

Co-Innovate

Joint development, end to end testing, solution qualification go to market, support Deliver multiple applications Windows

Blackberry iPhone

Android

Other

Running on multiple devices

Accelerate

With rich user experience

Sales

Field Service

EAM

Inbox

SAP CRM
Groupware Integration

Customers have more control over the account & contact creation process from Groupware Client: Accept only new contacts for existing accounts or block account & contact creation completely Capabilities for MS Outlook integration: A new pane enables users to assign appointments & tasks to CRM transactions directly in MS Outlook

New SAP CRM Analytics

CRM Interactive Reports

Xcelsius dashboards

BEX reports

Self-service real time reporting and analysis, autonomy from IT Simple user interface, no learning curve

Simplify CRM information with innovative & intuitive visuals Empower Business Users who are not savvy using analysis tools Navigate back to CRM

BI reports Complete pre-built content for most CRM objects Integrated report management

Ready to run w/ minimal setup CRM

BW

Agenda

Value of Upgrading to SAP CRM 7.0 Why Lincoln Electric upgraded to CRM 7.0

How can you upgrade to SAP CRM 7.0

Sales Performance Dashboards

John Goetz
Director of IT Harris Products Group A Lincoln Electric Company

Benefits of Upgrading to CRM2007

Reduce TCO Better Performance More user-friendly interface Better ad-hoc reporting capabilities Simpler security model Quicker to deploy UI changes Pipeline Performance Mgt Groupware integration

Simpler infrastructure
CRM 4.0 with Mobile Sales

CRM 2007

X X X X X

X X X X X

Mobile Sales on CRM 4.0

Complex infrastructure (200+ databases)

R/3

CRM

ConnTrans

BW

Performance improvement
Sales Reps do not have to run ConnTrans frequently to sync databases IT no longer has to send bulk extracts With CRM2007 only one database to support Simple Web browser access

Simpler Security Model

CRM 4.0 with Mobile Sales
Subscription based Authorization Mgt Tool Web gui (hard code)

CRM 2007 all done through standard SAP security (ACE)

Personalize layout

Personalize layout cont

Better ad-hoc reporting capabilities

Export results to Excel

Pipeline Performance Mgt

CRM-SFA Journey
Blackberry integration

Agenda

Value of Upgrading to SAP CRM 7.0 Why Lincoln Electric upgraded to CRM 7.0

How can you upgrade to SAP CRM 7.0

Implementation Slides

SAP 2007 / Page 41

Upgrade and Migration of your existing SAP CRM: The Solution Upgrade and Migration Services
To meet the challenges of migrating the SAP Customer Relationship Management (SAP CRM) application to the latest release, minimize the risks involved, and implement newer SAP CRM functionality, SAP Consulting offers fast and effective migration services for your SAP CRM application. SAP Consultings extensive expertise will ensure business continuity, mitigate risk, and a reduced total cost of ownership.
Address

the challenges of upgrading and migrating SAP CRM to the latest release, minimizing the risks, and implementing newer SAP CRM functionality

Obtain

guidance and direction from SAP Consulting on optimal upgrade and migration scenarios for customers SAP CRM applications
state-of-the-art tools and methodologies specifically designed to maximize investment in time and resources road map and project plans to ensure alignment of SAP CRM with customers business objectives and IT strategy

Leverage

Customize

SAP 2009 / Upgrade and Migration Services for SAP CRM / Page 42

Upgrade and Migration Services for SAP CRM Key building blocks 3 phases

Evaluation
Quick Upgrade Analysis (QUA)

Planning
Upgrade and Migration Assessment

Execution
Technical Upgrade

CRM Upgrade

Value of Upgrading

Technical Upgrade Plan UI Migration Plan

Technical Upgrade

Introduction to the new SAP CRM *

Functional Enhancements

Solution Migration Project * Migration Project *

Approach
Evaluate current status and educate on new SAP CRM Assess current status, business objectives and requirements

and Deliver recommendations and plans on upgrade and migration Execute technical upgrade and solution migration
* Not part of the Upgrade and Migration Services bundle (Time and Material basis)
SAP 2009 / Upgrade and Migration Services for SAP CRM / Page 43

Upgrade and Migration Services for SAP CRM One Pager

Short facts

Assessment, upgrade, and migration of existing SAP CRM applications to the latest release Assessment delivering business case, project plan, effort estimation, risk analysis, and recommendations Delivery of service with flexible scope and factory approach for fast ROI

Evaluation System Analysis Planning

Quick Upgrade Analysis (QUA)

Duration: 1 week fixed price

Value Offering

Upgrade and Migration Assessment

Technical Upgrade Planning (TUP) Process Analysis

Duration: 46 weeks fixed price

Project Planning

Execution

Technical Upgrade
Upgrade of existing SAP CRM system landscape to the new SAP CRM Leverage analysis tools Upgrade factory approach (offshore) Select fixed-scope component service (light, full, complex) Provide additional services like DB migration, Unicode migration, and installation of the SAP Solution Manager

Solution Migration (project)*

Migrate existing SAP CRM application to benefit from new SAP CRM Web User Interface All former releases applicable: SAP GUI, ICWebClient, ICWinClient, and PCUI Leverage analysis tools Upgrade factory approach (offshore) Select fixed-scope component service

SAP 2009 / Upgrade and Migration Services for SAP CRM / Page 44

* Not part of the Upgrade and Migration Services bundle (Time and Material basis)

Upgrade and Migration Services for SAP CRM New and Upgrading Customers

A direct upgrade path is offered for customers on release level SAP CRM 4.0 (including the 2004 Edition), SAP CRM 2005 (CRM 5.0), and SAP CRM 2006s/2 (CRM 5.2). Adoption of SAP CRM Web Client User Interface and Mobile .NET technology (introduced with CRM 2005) needs to be done on top of the pure technical server upgrade. An indirect upgrade path is provided for customers on releases older than SAP CRM 4.0.

Customer Scenario
New CRM Customer
Customer on release <CRM 4.0 Customer on CRM 4.x and 5.0 Customer on CRM 2006s
Technical Upgrade
CRM 3.x CRM 2.x

Path to SAP CRM 2007 (6.0) / SAP CRM 7.0

New Install CRM 2007 CRM 7.0

CRM 5.0 CRM 4.0

Technical Upgrade
Adoption CRM WebClient

CRM 2007

CRM 7.0

Technical Upgrade

Technical Upgrade
Adoption CRM WebClient

CRM 4.0 CRM 5.0

Technical Upgrade

CRM 2007

CRM 7.0

CRM 2006s2 CRM 2006s1

Standard Upgrade

Standard Upgrade

CRM 2006s2

CRM 2007

CRM 7.0

SAP 2009 / Upgrade and Migration Services for SAP CRM / Page 45

SAP SI Partner Webinar Series (How to Upgrade from SAP CRM 4.0 to 7.0?)
SI Partner Date & Time
May 4th, 2010, 1:30 pm, EST

Webinar Registration Why Attend Webinar Link

http://knacksystems.c om/webinar/register. html Join our exciting webinar of SAP CRM Rapid Upgrade Toolkit. In this informative webinar you will get to see the live demo of Rapid Upgrade Toolkit and learn how you can save up to 35% on your CRM 7.0 Upgrade cost and effort. SAP customer who recently upgraded will be joining our webinar. Pertinent knowledge, useful exchange of knowledge, experienced based objectivity and immediate answers. With over 10 years of SAP CRM experience, 7+ upgrades from CRM 4.0/5.0 to CRM 2007/7.0, experience in several industries and scenarios, ecenta is a premier partner of SAP in the area of SAP CRM. Attend our webinar to take a look at our methodology for upgrades and some customer case studies

Knack Systems

May 6 - 2 PM EST The Principal Consulting

http://w.on24.com/r.h tm?e=202254&s=1& k=69AFCFF02885B D1A2DE4A8D7EA27 7C00

Ecenta

Friday, May 9th, 10:00 11:00 am PST

https://www.livemeeti ng.com/lrs/80015188 92/Registration.aspx ?pageName=j8ct1lp4 64ghwtkv

May 13 Deloitte Consulting LLP

Click here to register

Learn how you can generate more value out of your SAP CRM system by upgrading to CRM 7.0

May

7th

SAP
SAP AG 2009. All 46 2008 / Page rights reserved. / Page 46

12:00 1:00 PM EST

https://sap.na.pgicon nect.com/crmupgrad e/

CRM Upgrade and migration webinar will provide an overview of CRM upgrade planning best practices. With customer examples we will demonstrate SAP consulting assisted other customers to prepare and plan for a successful upgrade and migration of user interface from SAP CRM 4.5/5.0 to new SAP CRM 7.0.

Agenda

Value of Upgrading to SAP CRM 7.0 Why Lincoln Electric upgraded to CRM 7.0

How can you upgrade to SAP CRM 7.0

Analysts and Press Are Talking Positively about the new SAP CRM

The reduction of time for tasks that once took 2 days to 15 minuteswill make projects faster, and quicker to deliver end-user requirements.
- Gartner

SAP a Leader in CRM

Any SAP customer intending to implement or upgrade any time in the next 12 to 18 months should look no further than [SAP] CRM...
-

AMR

SAP has worked steadily to fill out its CRM offering, resulting in end-to-end process integration support that no longer comes at the expense of missing CRM functionality.
- Forrester

As far as SAP [CRM] goes, they've revitalized themselves

- Paul Greenberg

Thank you!

SAP 2008 / Page 49