SAP C4C Introduction - Business Scenario
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Transcript of SAP C4C Introduction - Business Scenario
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The CRM for the Future: Sales, Customer Service and Social
SAP Cloud for Customer Overview
The SAP Cloud Series by Nova Online Training
CONTENTS1.What is SAP Cloud for Customer
2.SAP Cloud for Customer Design Principles
3.SAP Cloud for Customer Sales Processes
4.Social Collaboration and Social Selling
5.Customer Service Basics
6.Analytics, Mobility and email Integration
7.Integration with SAP ERP
8.SAP Cloud Project Methodology
9.Business Value of SAP Cloud Solutions
10.SAP Customer References
11.myCloudDoor – Your trusted SAP Cloud partner
http://novaonlinetraining.com| Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
1. What is SAP Cloud for CustomerThe new full featured CRM from SAP, now in the Cloud• SAP Cloud for Customer is a software solution from SAP, designed from the grounds up to help
customers increase sales effectiveness (SAP Cloud for Sales), respond better to customer requests (SAP Cloud for Services) and engage with them using social medial channels (SAP Cloud for Social Engagement)
• It’s a full featured Customer Relationship Management (CRM) solution to help customers now and allowing for growth in the future
SAP Business Suite
Mobility
ERP CRM
SAP Cloud for Social EngagementSAP Cloud for Sales
SAP Cloud for Services
SAP Cloud for Customer
Cloud Integration
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2. SAP Cloud for Customer Design PrinciplesSell more effectively with today’s empowered customers
Sales Productivity
Sales Process & Intelligence
Analytics
CollaborationUser Experience
Integration
SAP Cloud for Customer
ERP/CRM/BI
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http://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
2. SAP Cloud for Customer Design PrinciplesIndustry 1st sales solution designed to help sales people sell
› Engaging› Connected› Insightful › Cost Effective
2. SAP Cloud for Customer Design Principles Gives your sales people the right tools to grow your business
Engaging User-centric experience drives increased adoption and more effective selling
ConnectedEasy access to information in your business systems and knowledge across your sales teams, social networks and online sources enables higher quality customer interactions at faster speed
InsightfulAccurate information and analyses enable you to focus on the right things to optimize performance
Cost effective Competitively-priced, cloud subscriptions make it easy to expand user community to include everyone who impacts deals
http://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
3. SAP Cloud for Customer: Sales ProcessesAccounts and Sales IntelligenceManage accounts and related information (opportunities, activities, contacts, leads) efficientlyGain a 360-degree customer viewObtain additional customer intelligence with InsideView integrationUncover new sales opportunities quickly and accelerate sales cyclesCreate target groups and marketing campaigns and keep track of your responsesCreate leads and opportunities
Make fast account updates and get complete customer insight http://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
3. SAP Cloud for Customer: Sales ProcessesOpportunity Management
Easily track opportunity stage and statusMaintain account info, products, activities, competitors, documents and win more quicklyGain access to accurate ERP Pricing, Quotes, Sales Orders and more through native integration Close deals faster using efficient sales team collaborationDiscover the right assets for each selling situation using SAVO integration
Comprehensive view of opportunity activities enables more effective sellinghttp://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
4. SAP Cloud for Customer:In-Context Social Collaboration
Use integrated Feed for instant, efficient collaboration with team members and sales network
Crowd source and share sales best practices, relevant information in context of accounts and opportunities
Connect with your team and sales network while on the road with support for mobile devices
Plan and prepare for customer interactions more effectively
Share relevant documents to support sales efforts
Collaborate more effectively with your team and sales networkhttp://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
http://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
4. SAP Cloud for Customer:Social Selling
Turn every cold call into a warm introduction
Learn your customers’ key concerns and hear what they’re talking about online
Engage with your customers more personally though social media
Find warm leads faster & create conversations with impact
http://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
5. SAP Cloud for Customer: Customer Service BasicsAgent Workspace
Usability & Flexibility at your fingertips
• Providing an outstanding Customer Service was never easier• Help increase your customer’s loyalty
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5. SAP Cloud for Customer: Customer Service BasicsHandle warranties with ease
Usability & Flexibility at your fingertips
• Download or create new warranties• Covered and uncovered incidents Categories• Warranty to Product Determination• Warranty status, validity, dates, and so on
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6. SAP Cloud For Customer Insightful Sales Analytics
Features and BenefitsTrack real-time sales performance with pre-built dashboardsReadily use embedded reports to track sales cycles, win/loss, revenue and competitive trendsReview forecasts and easily create configurable reports based on need Identify key deals to focus on to make your number with what-if analysisDig deeper into data using Microsoft Excel add-inGain greater insight through integrated access to analyses done with SAP Business Warehouse
Real-time customer information and sales analytics
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6. SAP Cloud for Customer:Full-Featured Mobile Applications
Manage customer relationships on iPhone, BlackBerry, Android and iPad - anytime, anywhereIncrease productivity through access to real-time business informationCollaborate with sales team on important topicsTrack Business Performance through real-time AnalyticsDeploy freely—mobile applications included in subscription with no extra costs
Be Prepared for Every Interaction with Real-Time Sales Information
6. SAP Cloud for Customer in the iPadIncrease your effectiveness on the go
iPads Apps Available:• SAP Customer OnDemand App• SAP Customer Insight App
Business Benefits• Mobilize your sales force with a
modern iPad app that gives them fast access to the latest customer intelligence, upcoming activities, sales performance and back-office account information
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6. SAP Cloud for Customer:Microsoft Outlook Integration
• Increase productivity with convenient access to SAP Cloud for Sales with your customer information and productivity features within Outlook
• Automatically sync emails, appointments and tasks bi-directionally – no double data entry
Easily access key sales information in your favorite Office application
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7. SAP Cloud for Customer: IntegrationNative SAP ERP and CRM Integration
• Provides sale professionals with cost-effective, no-hassle, access to Pricing, Quotes, Sales Orders and more through Native SAP ERP integration
• Extend investment with collaborative, social sales solution that natively integrates to SAP CRM Accounts, Opportunities, Contacts and more
Get real-time back-office information from existing SAP investmentshttp://novaonlinetraining.com | Phone- India - 040 65123467 USA - +16464536467 | Mail: [email protected]
7. SAP Cloud for Customer Integration to ERP 6.0End-to-end master data synchronization and process integration
Bidirectional synchronization of customers and contacts master data Unidirectional synchronization of product/material master data from ERP User triggered real-time ERP price requests for accurate opportunity pricing Trigger real time creation of ERP Sales Quotations Trigger real time creation of ERP Sales Order Real time review of relevant Sales Documents for Opportunity Real time review of relevant Sales Documents for an Account
SAP Cloud for Customer
ContactsOpportunity
Accounts/ Prospects
Contact
CustomerSales order
Product category
Material Category
Pricing Quotation
SAP ERP 6.0
Products
Material
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8. SAP Cloud Project Delivery MethodologyNo room for free-style consulting
VERIFYPREPARE REALIZE LAUNCH
Production Systems Setup
Solution Testing
Cutover Planning
Solution Walkthrough
Data Migration
Cutover Execution
Business Process Confirmation
Key User Enablement
ScopeVerification
Project Management
Change Management and End User Training Go-Live
Solution ConfigurationSolutionAcceptance
ReadinessAcceptance
Custom Content Specifications
Custom Content Development
Integration Readiness
Cloud Integration
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9. Value and Benefits of SAP Cloud Solutions – 1The value of Cloud Computing
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9. Value and Benefits of SAP Cloud Solutions - 2SAP Cloud Implementations vs. On Premise
On Premise Implementations SAP Cloud ImplementationsStrong Focus on IT (infrastructure, …) Strong Focus on Business
Blue Print Out-Of-the-Box Solution, Best PracticesHigh Level of Customization Fine-Tuning
Large implementation teams, mostly on-site Small teams, mostly remote
Longer Term Implementation, typically more expensive (mostly T&M)
Quick Implementation, affordable (mostly Fixed Price)
System landscape consisting out of Test, Quality and Productive Systems with separate setups. Transport management required to move changes from one system to another
System Landscape consisting of a Test and Productive systems only. No transport management required
Applications and business processes are accessible via Transactions. Knowledge of transactional sequences are necessary to handle business processes
Guided procedures and work centers are guiding the business process. Easy handling of business processes. Knowledge of transaction codes is not necessary
Forms and form adaptation is handled via SAP Script or Easy Form Painter
Forms and form adaptation is handled via Adobe Lifecycle Designer
Reporting (additional project) via ALV or embedded or explicit called Excel. Complex reporting via BI
Reporting (embedded and part of the project) via embedded Excel. Complex reporting with Crystal reports
UI enhancements, like new fields, labels, etc. via ABAP programming through developers
Easy UI adoptions on UI’s, reports or forms via embedded adaption possibility
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10. SAP Customers References
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11. SAP Cloud for Customer: Additional Resources
• Solution Documents• Training Documents • New Version Updates• Certification Dumps• SAP Web Access• Demo trial requests• And much more…
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12. Why Nova Online Training?Because you have to be our next success story
• SAP extensive experience faculty• Quality and Commitment with
our customer success• We are specialists: SAP certified
and real-time experience• Successful Customer References• Proven Methodology• Global presence • Our responsibility is to help you
before, during and after your training
• We have the largest number student enrollments for SAP C4C
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We thank you very much for your attention
If you have questions, need more info, documents, advice or a demo, please do not hesitate to contact us. It’s free and there is NO commitment at all
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