Dietmar Bohn Vice President and Global Head of Solution ...€¦ · Dietmar Bohn Vice President and...

Dietmar Bohn

Vice President and Global Head of Solution Management Line of Business Sales

SAP AG

An Introduction to Hybrid Cloud SAP CRM: How to Best Utilize Cloud and On-Premise Solutions for Sales, Marketing and Service

© 2013 SAP AG. All rights reserved. 2

SAP Hybrid Cloud CRM Approach Objectives of the Presentation

SAP 360 Customer

SAP Hybrid Cloud CRM Approach

End-to-end processes

Integration options

Tips for deciding the best fit

Customer examples


The Hype of Cloud Computing On Demand versus Hosted, Private Cloud etc.

Company wants to run SAP

CRM in their data center

Company does NOT want to run

SAP CRM on their own

Traditional

OnPremise Private Cloud

- Virtualization

Perpetual

Licenses

Sub-

scription-

based

Private

Cloud

Public

Cloud

Hosted

OP

On Demand

SAP Super Summit: Is the Cloud for Real? Anders Trolle Schultz: http://www.youtube.com/watch?v=uky7euqdxpA

http://www.youtube.com/watch?v=uky7euqdxpA





SAP 360 Customer

Hybrid Cloud CRM Approach

Processes

Integration Options

Wrap-Up

Agenda

2

3

4

1

5


Future CRM with SAP Key Innovation Areas for Sales, Marketing, Service

Big Data

Leverage company-wide customer data plus unstructured information

from the Web and other external sources

Collaboration

Cloud

Mobile Social Media

Convenience and Choice

Multi-Channel


SAP Solution Strategy On Premise, On Demand, On Device with Differentiating Orchestration

ON PREMISE

ON DEMAND

ON DEVICE

TECHNOLOGY

OR

CH

ES

TR

AT

ION


SAP’s Core CRM Solution Portfolio The Right CRM Solution for Every Great Company

On Premise

On Demand

SAP Business ByDesign¹

SAP Customer

OnDemand

SAP CRM Rapid

Deployment Solution

SAP CRM Suite

CRM

“Suite” “Process Focus”

“LoB-specific” “User Focus”

SME (or LE subsidiaries) only

SAP Business

ByDesign Platform

SAP Business

Suite Platform

CRM

SAP Business One¹,²

1 Full Suite including ERP, CRM …

2 Not on SAP Business Suite Platform


SAP 360 Customer – Deployment Options On-Premise, Packaged, On-Demand

CRM 7 On-Premise

Rich SFA functionality

to cover comprehensive

business processes

Industry-specific

capabilities


with seamless

integration into other

Business Suite areas

Sophisticated

reporting requirements

Could be tailored to

specific needs

CRM Rapid

Deployment Solutions

Fast time-to-value,

minimum project risk

Pre-configuration

based on best-practices

Extend as you grow –

w/o compromise

Optional: No CAPEX,

no operations

Customer OnDemand

Most modern CRM UI

Collaborative SFA

Lean Mobile

Typical On-Demand

advantages:

– TCO for smaller

number of user

– Innovation frequency

– IT independence

– Fast deployment, fast

time-to-value

– No investment (HW,

SW), no operations

– Agility: On/Off-

boarding On-Premise and RDS also available for Private Cloud deployments


SAP Customer OnDemand – Sales Capabilities Sales Force Automation in the Cloud and SaaS

For sales teams

In strategic sales – specially designed for modern working methods

Simple user-oriented tools and a

unique feed-based approach simplify collaboration in the team and

increase sales productivity and performance

Why SAP Sales OnDemand?

The most modern CRM UI

Strong collaboration capabilities - for collaboration in the team and

“crowdsourcing” the best sales information from business and social

networks

Out-of-the-box sales analytics

Integrated into SAP ERP, SAP CRM, SAP BI

Mobile solution for BlackBerry, iPhone, iPad

Demo system: https://my300070.crm.ondemand.com

https://my300070.crm.ondemand.com/





SAP Jam Social Business Collaboration Built for Business Execution

Social Customer Collaboration (SAP CRM) http://demo.tdc.sap.com/speeddemo/7cca2c6eca459239/

Social Opportunity Management (Sales OnDemand) http://demo.tdc.sap.com/SpeedDemo/9288aeb50fbb0bbc

Cross Business Process collaboration (CRM and ERP) http://demo.tdc.sap.com/SpeedDemo/ffc36aa6ed9419fa

Market-leading enterprise social networking

Connect the entire organization plus all other

internal and external stakeholders

Internal private and “public” groups for team

collaboration

Streamlined content contribution and

annotation, including video

Embedded in and connected to end-to-end

business processes – across Sales OD,

CRM 7 and ECC

Speed up the sales cycle, increase efficiency

Collaboration through micro-blogging, with feeds

Collaborative account and opportunity management

Customer or partner collaboration

Social onboarding – connecting new hires with the

people, processes, content

Expertise location – find and connect with subject

matter experts

Access anywhere via mobile apps on iPhone, iPad, BB, and Android

http://demo.tdc.sap.com/speeddemo/7cca2c6eca459239/









http://demo.tdc.sap.com/SpeedDemo/9288aeb50fbb0bbc







http://demo.tdc.sap.com/SpeedDemo/ffc36aa6ed9419fa










SAP Solutions for Sales, Service, Marketing On-Premise and Cloud-Based Solutions

SAP CRM 7.0

Mature Enterprise CRM with deep functionality

For Marketing, Sales, Service

Customer insight based on enterprise-wide data

Industry capabilities


Powerful analytics & reporting

All relevant customer interaction channels

SAP HANA

Collaboration

Mobile Social Media

SAP Customer

OnDemand

Analytics powered

by HANA

Big Data

Multi

Channel

…


SAP 360 Customer


Processes

Integration Options

Wrap-Up

Agenda

2

3

4

1

5


SAP Hybrid Approach for CRM in Larger Enterprises Harness the Best Combination of On-Premise and Cloud-Based Solutions

CLOUD ON PREMISE

HYBRID

DEPLOYMENT

With the “SAP Hybrid Approach for CRM in Larger Enterprises” our customers

can harness the power of the best combination of Cloud/OnDemand and on-

premise solutions from SAP and our partners: Extending on-premise solutions like

CRM or ERP with Cloud/OnDemand-based solutions for flexibility, innovation and

new technologies through differentiating orchestration.


SAP Hybrid Approach for CRM in Larger Enterprises Harness the Best Combination of On-Premise and Cloud-Based Solutions

On Premise

SAP

ERP

SAP

BI

SAP

CRM

SAP Mobile

Infrastructure

as a service

SAP

Information

Interchange

SAP HANA

Cloud

Integration

SAP Sales

OnDemand InsideView

for Insight

SAP Jam for

Collaboration

SAVO for

Sales Assets

SAP Social OD

SAP BI OD … …


SAP CRM Hybrid Approach for LE It’s All About Choice

Note: All three options consider connection to SAP ECC respectively integration into SAP Business Suite

Customer OD connected to SAP CRM

For cases where both CRM deployment

options are required

SAP CRM

On-Premise

Customer

OnDemand C

SAP CRM 7.0 only

For requirements where On-Premise

CRM is more suited

B SAP CRM

On-Premise

Customer OnDemand only

For requirements where Cloud CRM is more suited –

with out-of-the-box connection to SAP ECC A

Customer

OnDemand


SAP Hybrid CRM Approach Why Customers Connect SAP Customer OD with SAP CRM

1. Looking for a company-wide solution for all Sales, Service, and Marketing

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 OP capabilities, however would prefer the Customer OD User

Experience (CRM the backbone, Customer OD for the field reps)

4. New division up and running quickly

5. Extend existing SAP CRM platform to new users

6. CRM OP up and running, but “Cloud only” in future, or deployment flexibility

7. Replacing existing competitor’s Cloud SFA solutions with SAP Customer OD and

having also SAP CRM OP in (e.g. SAP Business Partner the core record)

8. Start quickly with SFA (or Service) in the Cloud (plus Campaign and Lead Mgmt.),

but consider Marketing and Service, multiple channels, BCM, … later on

2

3

4

1

5

6

8

7


SAP 360 Customer


Processes

Integration Options

Wrap-Up

Agenda

2

3

4

1

5


SAP Hybrid Cloud CRM Approach SAP Customer OD – SAP CRM 7.0 Integration (*)

Bidirectional synchronization of customers and contacts master data

Unidirectional synchronization of product/material master data from SAP CRM

User triggered real-time SAP CRM price requests for accurate opportunity pricing

Trigger real-time creation of SAP CRM sales quotations and sales orders

Real-time review of relevant Sales documents for an opportunity

Real-time review of relevant Sales documents for an account

(*) SAP HANA Cloud Integration or SAP NetWeaver PI on-premise integration

SAP Customer OnDemand

Employee

Lead Service

Request

Opportunity

Business

Partner

Employee

Service

Request

Business

Partner

Material

Product

Lead

SAP CRM

Campaign

Header

Campaign

Activity

Activity

Account

Hierarchy

Account

Hierarchy

Territory

Assignment

Territory

Assignment

Opportunity Quote /

Sales Order

Pricing

(IPC)

ID #

Demo on SCN: https://scn.sap.com/docs/DOC-33224

https://scn.sap.com/docs/DOC-33224





Competitive Differentiation

1. Out-of-the-box integration, with single vendor accountability for your end-to-end value chain;

end-to-end maintenance through SAP including integration part

2. Real-time Master Data synchronization: accounts, account hierarchy, prospects, contacts,

employee, territory assignment, competitors, products, campaign headers

3. Deeper customer overview with information from ECC (or BW) through real-time end-to-end

integration: order history, invoices, sales orders, contracts, etc.(*)

4. Real-time integration of transactional CRM data: Leads, opportunities, activities, service requests

5. Lead-2-Opportunity process with initiation of SAP CRM sales quote or order (with CRM pricing and

configuration, IPC)

6. High flexibility in CRM integration through SAP HANA Cloud Integration (“SAP NetWeaver PI OD”)

SAP Hybrid Cloud Approach for CRM Competitive Differentiation SAP Customer OD and SAP CRM Integration

Top Use Cases (reg. integration)

1. Visit Preparation: Customer overview with information from SAP ECC (or BW)

2. Collaborative Lead and Opportunity Management for Sales and Marketing

3. Lead-to-Opportunity Management with Pricing from CRM (IPC)

4. Lead-to-Opportunity Management with initiation of CRM sales quote or sales order – covering

complete Lead-to-Cash scenarios

5. Manage Service Requests

(*) No need for additional SAP ECC licenses to leverage ECC Customer Overview


SAP Hybrid CRM Approach SAP Sales OD – SAP ECC 6.0 Integration (*)

• Bidirectional synchronization of customers and contacts master data

• Unidirectional synchronization of product/material master data from SAP ERP

• User triggered real-time SAP ERP price requests for accurate opportunity pricing

• Trigger real-time creation of SAP ERP sales quotations and sales orders

• Real-time review of relevant Sales documents for an opportunity

• Real-time review of relevant Sales documents for an account

(*) SAP HANA Cloud Integration or SAP NetWeaver PI on-premise

SAP Customer OnDemand

Contacts Accounts/

Prospects

Contact Customer

Products

Material

Lead

Pricing

Configuration

Sales

Quotation

Sales

Order

Opportunity ID #

Product

category

Material

Category

SAP ECC 6.0


Competitive Differentiation

1. Single vendor accountability for your end-to-end value chain; end-to-end maintenance through

SAP including integration part

2. Master data synchronization: Customers, contacts, products

3. Deeper customer overview with information from ECC through real-time end-to-end integration:

Order history, invoices, sales orders, contracts, etc.(*)

4. Lead-2-Opportunity process with initiation of SAP ECC sales quote or order (with SAP ECC pricing

and configuration)

5. High flexibility regarding deeper ECC integration through SAP HANA Cloud integration (with pre-

defined services)

SAP Hybrid Cloud Approach for CRM Competitive Differentiation SAP Sales OD and SAP ECC Integration

Top Use Cases (reg. integration)

1. Visit Preparation: Customer overview with information from ECC (or BW)

2. Lead-to-Opportunity Management with ECC pricing

3. Lead-to-Opportunity Management with initiation of ERP sales quote or sales order, covering

complete lead-to-cash scenarios

(*) No need for additional SAP ECC licenses to leverage ECC Customer Overview

© 2013 SAP AG. All rights reserved. 23 Internal

SAP Customer OnDemand – SAP ECC Integration Standard Sales Quote – with Sales OnDemand February 2013 Release

Opportunity

Campaign

Create follow-up

Copy/Follow-up Reference

Sales Order Follow-up

Confirmation

SAP Customer OnDemand SAP ECC

Sales Order

Request

Notification

Release

Messages

Optional steps

Sales Quote

Master Data Master Data


SAP 360 Customer


Processes

Integration Options

Wrap-Up

Agenda

2

3

4

1

5


SAP CRM Hybrid Cloud Approach for CRM In LE Master Data, Mash-Up, Transactions

Process Integration

Transactions: Leads, Opportunities, Quotations, Orders,

and Service Requests On-Premise C

View on ECC, CRM, BI Data

“Account 360” B On-Premise

Master Data

Initial data load and

bi-directional real-time synchronization A


SAP CRM Hybrid Cloud Approach for CRM In LE SAP HANA Cloud Integration the Recommend Approach

(*) Based on pre-defined content as a service (on-boarding services)

SAP Customer

OnDemand

SAP CRM (OP), SAP ECC (OP)

SAP HANA Cloud Integration

Option 1: Through “SAP

PI OD”, with pre-defined

services option (*)

SAP NetWeaver PI

Option 2: Through

SAP NetWeaver PI, with

pre-defined content option

Remark: SAP also offers a

point-to-point integration

option. However, this option

just covers basic integration

scenarios and also does not

support Marketing or

Service capabilities. (**)

(**) For simple landscapes with latest releases


SAP NetWeaver Process Integration and SAP Data Services will also support integration with SAP Cloud solutions

Cloud Integration Technology

Process and data integration

capabilities to enable integration

of SAP Cloud solutions to: • SAP on-premise solutions

• SAP cloud solutions

• Third-party cloud solutions

• Third-party, on-premise solutions

Cloud Integration Content • Prepackaged integration content

for SAP to SAP (e.g. via rapid-deployment solutions)

• Customers, ecosystem, and community can extend and create new content

On-Premise

SAP Cloud

SAP On-Premise Solutions

ERP CRM

Third-Party On-Premise Solutions

….

On-Premise Agent

Non-SAP Clouds


Data Security

Development & Lifecycle Mgmt

Governance and SLAs

Extensibility / Adapter SDK

…...

Customer

OnDemand …

SAP HANA Cloud Integration Lowers Cost, Increases Speed, Enhances Simplicity for Customers

SAP Cloud Solutions

Mapping and Transformation

Monitoring and Administration

Connectivity Service

Data Quality

Data Consolidation


Sales OnDemand – SAP CRM Integration Architecture SAP HANA Cloud Integration vs. SAP NetWeaver PI Integration

SAP NetWeaver PI Integration


Integration content portable:

Between SAP NetWeaver PI and

“SAP HANA Cloud Integration”

Minimal on-premise footprint:

Add-on only for initial data

extraction

Leverage existing APIs:

Mappings between available on-

premise APIs/IDocs and Sales

OD APIs

Simpler to extend: Extend

mapping instead of new

development in on-premise

systems


SAP HANA Cloud Integration Integration Flow Configuration Based on Enterprise Integration Patterns

Integration flow configuration

based on Enterprise

Integration Patterns, such as

Point-to-Point

Content based routing

(multiple receivers)

Content based routing

(multiple interfaces)

Message translator

….

Flexible combination of

Enterprise Integration Patterns

supported

Continuous enhancements and

support of further Enterprise

Integration Patterns planned

for the near future


SAP HANA Cloud Integration Eclipse-Based Integration Flow Modeling


SAP NetWeaver PI / SAP

HANA Cloud Integration

Customer OnDemand – Multiple Integration Touch Points Integration Into SAP ECC and SAP BI

REAL-TIME MASTER DATA SYNCHRONIZATION 2

INITIAL DATA LOAD 1

REPORT INTEGRATION / HTML MASH-UP

RECENT ORDERS INTEGRATION (Account 360) 4

DATA INTEGRATION – SAP SALES OD to SAP BW

DATA INTEGRATION – SAP BW to SALES OD 5

6

7

REAL-TIME OPPORTUNITY-TO-ORDER PROCESS INTEGRATION

Real-time Opportunity Pricing Check

Real-time Quotation Processing

Real-time Sales Order Processing

Review of relevant Sales Documents

3


SAP NetWeaver PI / SAP

HANA Cloud Integration

Customer OnDemand – Multiple Integration Touch Points Integration Into SAP CRM, SAP ECC, SAP BI

REAL-TIME MASTER DATA SYNCHRONIZATION 2

INITIAL DATA LOAD 1

REPORT INTEGRATION/ HTML MASH-UP

DATA INTEGRATION – SALES OD to SAP BW

DATA INTEGRATION – SAP BW to SALES OD 6

7

8

REAL-TIME OPPORTUNITY and SERVICE SYNCHRONIZATION

Real-time Opportunity synchronization plus Sales

Order/Quote update from CRM to Sales OD

Real-time Service request from Sales OD to SAP CRM

with status update from SAP CRM to Sales OD

4

REAL-TIME CAMPAIGN and LEAD SYNCHRONIZATION 3

RECENT ORDERS INTEGRATION (Account 360)* 5

© 2012 SAP AG. All rights reserved. 33 SAP Internal and Confidential

SAP Sales OnDemand – BI Integration Report Integration: HTML Mash-Up in Sales OnDemand

Detailed View UI /

dashboard

BEx 3.X tools

(ABAP Web)

BW Infoprovider:

Infocube, DSO,

Multiprovider, Infoset,

Hybrid Provider

Create Query and

Web Template

HTML Mash-up

consuming a BW 3.X web

template in Sales OD

The Mash-Up approach of Customer OnDemand supports mash-ups as HTML,

URL or Web Services


SAP NetWeaver PI

SAP Sales OnDemand – BI Integration Report Integration: Data Transfer – SAP BI to Sales OD

BW Infoprovider:

Infocube, DSO,

Multiprovider, Infoset,

Hybrid Provider

Data Transfer to

Customer OD

Open Hub

Destination (DB

table

Transfer to db table

A2X Service

Detailed View UI /

dashboard

Custom BO / Extension

Fields in Standard BO

Lean BI Report / Embedded Components

Data in BI Infoproviders can be transferred into an Open Hub Destination.

In Sales OD, a custom BO (table) is created to store the data and its associated web service (A2X) is generated. From BI, call the web service via a Z* program or PI and push the data from the Open Hub Destination into the custom BO (table) in Sales OD.

Data in custom BO can be exposed in Sales OD UI as embedded tables or as native reports.


SAP Sales OnDemand – BI Integration Mash-Up Vs. Data Transfer Approach

Mash-Up Approach Data Transfer to Sales OD Approach

+ Reuse existing Reports in SAP BI

+ BW Data authorizations set-up honored

+ Real-time data access from SAP BI

+ Equivalent to launching a BI Report

independently on web => No additional

impact on Sales OD or SAP BI performance

+ Low effort and investment

+ No continuous maintenance needed

+ No impact on Sales OD for modification in

the reporting data model

- Potential network latency impact

+ No network latency as data is stored in cloud

+ Usage of native Sales OD reporting

- Re-implement authorization model in Sales OD

- No real time reporting from SAP BI; data

transferred from SAP BI to Sales OD in batch

- Higher implementation effort – develop new

objects and reports in Sales OD, develop data

transfer programs to call web service to transfer

data from SAP BI

- Needs monitoring and error handling during

data transfer. Performance impact on load of

large data volumes

- Modifications to the reporting data models

needs to be replicated to Sales OD with

changes to the BO and the web service


SAP 360 Customer


Processes

Integration Options

Wrap-Up

Agenda

2

3

4

1

5


SAP Hybrid Cloud CRM Approach Demos – CRM 7, Customer OD, SAP Jam

SAP Customer OD integration into SAP CRM 7:

Campaign, Lead, Opportunity, Service Ticket

SAP Sales OnDemand with integration of SAP Jam,

InsideView, SAVO for superior collaboration and

account/contact 360, sales enablement

SAP Jam for collaboration along the entire end-2-end

process – system-agnostic

CRM 7 with integration of SAP Jam, InsideView, SAVO

for superior collaboration, account/contact 360, sales

enablement

1

3

2 Customer OD Demo system:

https://my300070.crm.ondemand.com

CRM 7 demo:

https://websin.sapdemocloud.com/SDC1817662 4

SAP Jam: https://www.cubetree.com/





http://www.sapdemocloud.com/



https://websin.sapdemocloud.com/SDC1817662

https://websin.sapdemocloud.com/SDC1817662

https://www.cubetree.com/

https://www.cubetree.com/


7 Key Points to Take Home SAP Hybrid Cloud CRM Approach for Large Enterprises

Complement SAP CRM and SAP ECC with cloud-based solutions to easily consume

innovation without disrupting mission-critical transactional systems

… or to easily leverage comprehensive infrastructure or new technology as IaaS

Connect SAP Customer OnDemand to SAP CRM and SAP ECC to manage costs and

resources, priorities and flexibility: Cover all company-wide sales, marketing and

service teams – considering end-to-end processes

Connecting through SAP NetWeaver PI, available in the Cloud or as On-Premise – a

differentiating and very flexible connection approach to SAP CRM and SAP ECC

… with pre-defined content and on-boarding services

Optionally through out-of-the-box point-to-point connection of SAP Customer

OnDemand to SAP CRM and SAP ECC for master data, deeper customer information

and process integration, with lowest TCO for basic integration scenarios

Single vendor accountability for your end-to-end value chain, with vendor quality

testing and automatic integration upgrades

4

1

7

3

2

5

6

Thanks for your attention!

Dietmar Bohn, Vice President and Head of Global Solution Management Line of Business Sales

SAP AG

M +49 160 90 82 0337

[email protected]

Twitter: @Dietmar_Bohn

Questions?

mailto:[email protected]


Where to Find More Information SAP 360 Customer

SAP Solution Explorer (beta): https://rapid.sap.com/se/

SAP Solution Browser (release deltas): www.sapsolutionbrowser.com/

SAP CRM in public Web: www.sap.com/crm

Jonathan Becher, CMO at SAP, talks about SAP 360 Customer in 2 min: www.youtube.com/watch?v=9uYkn8yPokk

SAP 360 Customer info: www.sap.com/lines-of-business/sales/sap-360-customer/index.epx

SAP Sales Solutions – Quick overview in 5 min: www.youtube.com/watch?v=28wZqYMDiv8

SAP Super Summit Future CRM with SAP in 45 min: www.youtube.com/watch?feature=player_embedded&v=a1-stmU54lI

SAP CRM Sales – Business Process Expert Community: http://scn.sap.com/community/crm/sales

SAP CRM Wiki (SAP Community Network): http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management

SAP CRM – Help Portal: http://help.sap.com/crm

SAP CRM: Flash Demos

SAP CRM: Customer Success Stories & ROI Reports

SAP Jam: www.successfactors.com/business-execution-software/jam/jamoverview/

SAP Roadmap LoB Sales solutions: http://service.sap.com/~sapidb/011000358700001150782010E.pdf *

* Requires login credentials to the SAP Service Marketplace

https://rapid.sap.com/se/

http://www.sapsolutionbrowser.com/

http://www.sap.com/crm

http://www.sap.com/crm

http://www.youtube.com/watch?v=9uYkn8yPokk





http://www.sap.com/lines-of-business/sales/sap-360-customer/index.epx









http://www.youtube.com/watch?v=28wZqYMDiv8




http://www.youtube.com/watch?feature=player_embedded&v=a1-stmU54lI






http://scn.sap.com/community/crm/sales

http://scn.sap.com/community/crm/sales

http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management



http://service.sap.com/rkt-crm

http://service.sap.com/rkt-crm

http://www.sap.com/solutions/business-suite/crm/demos/index.epx

http://www.sap.com/solutions/business-suite/crm/demos/index.epx

http://www.sap.com/solutions/business-suite/crm/customers/roi.epx

http://www.sap.com/solutions/business-suite/crm/customers/roi.epx

http://www.successfactors.com/business-execution-software/jam/jamoverview/






http://service.sap.com/~sapidb/011000358700001150782010E.pdf




© 2013 SAP AG. All rights reserved.

© 2013 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

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