Go Beyond Traditional CRMMaximize Sales Effectiveness with SAP Cloud for Sales
Michael Reischer18.09.2013
© 2012 SAP AG. All rights reserved. 2
Customer power and organizational complexity has changed the dynamics of buying and selling
Customer Journey(Online & Offline)
Sales Funnel
Awareness
Interest
Desire
Action
57% of buying process is often completed before prospect engages with a sellerSource: Sales Executive Council
© 2012 SAP AG. All rights reserved. 3
Built on the paradigm of management insight and control -- not sales effectiveness
Impact: Most systems do not help sales people win in today’s selling environment and are underutilized as a result
Existing cloud-based CRM technologies were not designed for these new conditions:
“74% of sales organizations have poor CRM adoption by sales”Source: CSO Insights, Improving Sales Effectiveness in Buyer’s Market, 2011
© 2012 SAP AG. All rights reserved. 4
65% of the average salesperson’s time is spent NOT selling
(Source: CSO Insights, Improving Sales Effectiveness in Buyer’s Market, 2011)
Unplanned customer call/meeting
Planned customer call/meeting
Data entry into CRM
Internal department meeting
Support activity for customer account
Email activity
Pricing and contracts activity
Consultative selling with today’s customer takes a tremendous amount of time
© 2012 SAP AG. All rights reserved. 5
And sales today, requires more than following the process
Account contacts? Warm
introduction?
Relevant References?
Latest Competitive
Report?
Update my Forecast on the
Road!
Prospect’s preferences?
What’s being said about customer?
Did Order Ship?
Did InsideSales send Quote?
Right Product Specialist for this
Deal?
Best Presentation to Use?
© 2012 SAP AG. All rights reserved. 6
Collaborate in Context Crowdsource Sales Wisdom
Be Informed with Less Effort Spend More Time Selling
Winning today requires a new set of capabilities
© 2012 SAP AG. All rights reserved. 7
SAP Cloud for SalesIndustry 1st sales solution designed to help sales people sell
› Engaging› Connected› Insightful › Cost Effective
© 2012 SAP AG. All rights reserved. 8
SAP Cloud for SalesSell more effectively with today’s empowered customers
Sales Productivity
Sales Process & Intelligence
Analytics
CollaborationUser Experience
Integration
Customer OnDemand
ERP/CRM/BI
© 2012 SAP AG. All rights reserved. 9
Cloud for Sales gives your sales people the right tools to grow your business with today’s empowered customers
Engaging
User-centric experience drives increased adoption and more effective selling
Connected
Easy 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
Insightful
Accurate 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
© 2011 SAP AG. All rights reserved. 10
SAP Cloud for Sales Customers
© 2011 SAP AG. All rights reserved. 11
SAP Business Suite
Mobility
ERP CRM
Open Platform
SAP Social OnDemandSAP Cloud for Sales
SAP Service OnDemand
183,000 Customers Worldwide • #1 Enterprise Applications • Industry Expertise
Only SAP delivers everything you need for 21st century customer engagement
EasySAP Customer OnDemand
Complete
Connected Cost EffectiveCloud Integration
Next Steps
• Please contact me for a Demo: [email protected]
Appendix
© 2011 SAP AG. All rights reserved. 14Confidential
What’s New with SAP Cloud for Sales
June Release Accelerate sales cycles with guided selling tools,
robust account intelligence and social insights
Find the right contacts and turn cold calls into warm introductions by engaging with customers through social media
Provide the right sales application for each sales group’s needs and extend your existing SAP investment with Cloud for Sales’s native integration with SAP CRM
Fast-track adoption with easy, salesperson-defined field labels, drag-and-drop page personalization
August Release 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
© 2011 SAP AG. All rights reserved. 15
SAP Cloud for Sales:Personalization and Productivity
Features and Benefits Drive rapid adoption via
“consumerized” user experience Access all the information you need
quickly–available at a glance via Feed, Search, People, Navigation
Improve efficiency with quick-create and short-cut capabilities
Use the Shelf to quickly findpersonalized tagged and flagged items
Tailor experience to fit your sales needs with easy to implement field extensibility and re-labeling
Run in your local language (English, German, French, Spanish, Portuguese and Italian supported)
Engaging Experience designed for salespeople from the ground up
© 2011 SAP AG. All rights reserved. 16
SAP Cloud for Sales:Microsoft Outlook Integration
Features and Benefits Increase productivity with convenient
access to Cloud for Sales 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
© 2011 SAP AG. All rights reserved. 17
SAP Cloud for Sales:In-Context Social Collaboration
Features and Benefits
Use integrated Feed for Instant, efficient collaboration with team members and sales network
Crowdsource and share sales best practices, relevant information in context of accounts and opportunities
Plan and prepare for customer interactions more effectively
Connect with your team and sales network while on the road with support for mobile devices
Share relevant documents to support sales efforts
Collaborate more effectively with your team and sales network
© 2011 SAP AG. All rights reserved. 18
SAP Cloud for Sales:Full-Featured Mobile Applications
Features and Benefits Manage customer relationships on
iPhone, BlackBerry, Android and iPad - anytime, anywhere
Increase productivity through access to real-time business information
Collaborate with sales team on important topics
Track Business Performance through real-time Analytics
Deploy freely—mobile applications included in subscription with no extra costs
Be Prepared for Every Interaction with Real-Time Sales Information
© 2011 SAP AG. All rights reserved. 19
SAP Cloud for Sales:Insightful Sales Analytics
Features and Benefits Track real-time sales performance with
pre-built dashboards Readily use embedded reports to track
sales cycles, win/loss, revenue and competitive trends
Review forecasts and easily create configurable reports based on need
Identify key deals to focus on to make your number with what-if analysis
Dig deeper into data using Microsoft Excel add-in
Gain greater insight through integrated access to analyses done with SAP Business Warehouse
Real-time customer information and sales analytics
© 2011 SAP AG. All rights reserved. 20
SAP Cloud for Sales:Native SAP ERP and CRM Integration
Features and Benefits 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 investments
© 2011 SAP AG. All rights reserved. 21
Example: SAP Cloud for Sales & ECC integration
Sales On Demand
ContactsOpportunity
Accounts/ Prospects
Contact
CustomerSales order
Products
Material
Pricing Quotation
SAP ECC 6.0
• Includes master data synchronization and process integration• Synchronization of master data (customers, contacts, material)• Opportunity to ERP sales document processing
© 2011 SAP AG. All rights reserved. 22
Example: SAP Cloud for Sales to SAP CRM
• Real-time integration of master data
• Unidirectional synchronization of Products and Employees from CRM to SOD
• Bi-directional synchronization of Accounts, Prospects, Competitors, and Contacts.
• Real-time integration of transactional data
• Unidirectional synchronization of Service Request from SOD to CRM
• Unidirectional synchronization of Leads, Sales Quote from CRM to SOD (Limited integration)
• Bi-directional synchronization of Opportunities.
Sales On Demand
Employee LeadService Request
Opportunity
Business Partner
EmployeeService Request
Business Partner Quote /
Sales order
Material
Product
Lead Opportunity
SAP CRM
© 2011 SAP AG. All rights reserved. 23
SAP Cloud for Sales:Social Selling
Features and Benefits 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
© 2011 SAP AG. All rights reserved. 24
SAP Cloud for Sales:Prospecting and Leads
Features and Benefits Create and track marketing
and sales campaigns Manage leads and quickly
convert to opportunities Assess campaign
performance and lead quality easily
Grow your pipeline through effective campaigns and lead management
© 2011 SAP AG. All rights reserved. 25
SAP Cloud for Sales:Accounts and Sales Intelligence
Features and Benefits Manage accounts and related
information (opportunities, activities, contacts, leads) efficiently
Gain a 360-degree customer view Obtain additional customer intelligence
with InsideView integration Uncover new sales opportunities quickly
and accelerate sales cycles
Make fast account updates and get complete customer insight
© 2011 SAP AG. All rights reserved. 26
SAP Cloud for Sales:Opportunity Management
Features and Benefits Easily track opportunity stage
and status Maintain account info, products,
activities, competitors, documents and more quickly
Gain access to accurate ERP Pricing, Quotes, Sales Orders and more through native integration
Close deals faster using efficient sales team collaboration
Discover the right assets for each selling situation using SAVO integration
Comprehensive view of opportunity activities enables more effective selling
© 2011 SAP AG. All rights reserved. 27
SAP provides the flexibility to tailor Customer OnDemand to meet your business needs
• Partner/Customer Solutions- Native- Built with SAP Customer OnDemand studio- Run on SAP Cloud - Packaged and delivered to multiple customers
• Key User Extensibility- Custom Fields and Facets- Mashups- New Reports/Views
• Integrations- Open APIs- SAP Customer OnDemand
Cloud Integration option
• Customer Specific Solutions- Native- Built with SAP Customer
OnDemand studio- Run on SAP Cloud- Specific to customer
© 2011 SAP AG. All rights reserved. 30
Appendix: On-Demand infrastructure and operationsSecurity – scalability – performance
World class tier-3/4 data centers
Highest compliance standards
Scalability and performance with latest hardware
Integration with service backbone
SAS 70 Type II certification
Energy efficiency certificate
“Premium Standard Data Center" ISAE3402TESTIFIED*
BS25999CERTIFIED
ISO 27001CERTIFIED
© 2011 SAP AG. All rights reserved. 31
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